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Industrial Training Video- SUZANNA BINTI SARAF@SHARIF (A13A1209)

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Uploaded by TOURISM PRACTICUM on 2017-06-15.

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BORANG PENILAIAN PRESTASI PELAJAR OLEH PENYELIA LATIHAN INDUSTRI (CONTS)

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BORANG PENILAIAN PRESTASI PELAJAR OLEH PENYELIA LATIHAN INDUSTRI (CONTS)

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BORANG PENILAIAN PRESTASI PELAJAR OLEH PENYELIA LATIHAN INDUSTRI

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BORANG PENILAIAN PRESTASI PELAJAR OLEH PENYELIA LATIHAN INDUSTRI

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BORANG SEMAKAN PENYELIA LATIHAN INDUSTRI (PADLET)

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BORANG SEMAKAN PENYELIA LATIHAN INDUSTRI (PADLET)

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Nama pelajar : Suzanna Binti Saraf@sharif
No. pelajar: A13A1209
Syarikat: Kuala Lumpur International Hotel

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INDUSTRIAL TRAINING
SUZANNA BINTI SARAF@SHARIF (A13A1209)
FACULTY OF HOSPITALITY, TOURISM AND WELLNESS

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Today is my last day do the internship at this hotel. I feel very sad to finish my training here. After 4 months I did the training in this hotel, I gained a lot of experience and I learn a lot of things here. I do my job like before this in the morning. I have to entertain guests who came to the reception. In the afternoon I attended a front office briefing. In the briefing, I was given the opportunity to speak one last time before I finish my training. After that, I was also asked to attend sales meetings. At the meeting I was asked some questions by En Azli Ariffin, assistant general manager at this hotel before I finish my training here. At the meeting, the granting council of a certificate of completion of industry training was also held.

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Today, my task is as an operator. I have to answer all incoming call to this hotel and entertain guest through that phone call. I also have to received all room reservation from guest and open a booking either by phone call or online booking such as Agoda, Expedia, Traveloka, and Booking.com.

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My working hour today is from 9 am until 5 pm. A task that I have to do today is I have to entertain guest at the reception. I have to help other front office staff check in and check out guest from their room. I also have to received a room reservation from customer. I also have to entertain guest who come to the reception either want to ask something or to make a complaint.

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My task for today is an operator. My working time is from 9 am to 5 pm. Today I have to entertain guest through a phone call. I have to answer all incoming call to this hotel and entertain customer through that call. I also have to received a room reservation from customer either by phone call or online booking and undertaking latter from government companies.

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Today my working time is from 9 am until 5 pm. My task today is to help other front office staff to entertain guests at the reception. In the morning, I help other staff to entertain guests who want to checking out of their room, while in the afternoon I helped them, checking in guest who want a room.

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I work as an operator today. My working time is from 9 am until 5 pm. As an operator, I have to entertain guest through phone call and I have to answer all questions from customers about the hotel. I have to received a room reservation from customer and open their booking either by group or individual. Operator must also ensure whether the reservation received from customers for that day shall not exceed the amount of room available on that day.

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My working time today is from 9 am to 5 pm. My task today is as an operator. I have to answer all incoming calls to the hotel and entertain guests through phone calls. I have received orders from customers and open the booking either bygroup or individual. I also have to accept the reservation of government orders through the LO or undertaking latter.

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Today, my work is as operator. My working time is from 9 am until 5 pm. My job as an operator is that I have to entertain guests through telephone calls. I also have to received orders from a customer either in groups or individually. I also need to go through online orders from customers such as Agoda, traveloka, Expedia and Booking.com

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I start my work today at the City Park Hotel. I need to replace workers at City Park Hotel for a break time. After 1 o'clock, I go back to KL International Hotel and do my job as always. My task today is to entertain guests who came to the counter, whether want to check in the room or want to ask something.

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Today, my working time is from 12 pm until 8 pm. Today I start my work at City Park Hotel. After 1 o'clock, I go back to KL International Hotel and do my job as usual. I have to entertain guest who come to counter either want to check in to room and I have to received room reservation from customer.

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My task today is as operator and my working time today is from 9 am until 5 pm. I have to answer all incoming phone call to this hotel and received a room reservation from customer

# data[].attributes.body
My working hour today is from 9 am to 5 pm. My task today is as operator. I have to entertain guest through phone call. I have to received a room reservation from customer through phone call either by group or individual.

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Today I returned to work after public holiday (Wesak Day). My working time today is from 12 pm until 8 pm. I started my work today at City Park Hotel, after that I will come back to KL International Hotel and do the same task as usual.

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Today I work as an operator and my working time today is from 9 am until 5 pm. My task today is entertain guest though phone call. I have to answer all incoming call to this hotel and received all room reservation from customer either by phone call, online, or fax (LO or Undertaking Letter).

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Today I have to started my work at City Park Hotel first, after that I must come back to KL International Hotel. My working time today is from 12 pm until 8 pm.
I do the same task at the both hotel. I have to entertain guest who come to counter and do the same task like I do before this.

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I started my working time today at City Park Hotel. After that I come back to KL International Hotel and continue my task. A task I need to do is help other front office staff to entertain guests who come to the counter. I also have to entertain guest who want to check in to a room and received all room reservation from customer.

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My task today is as operator and I have to work today from 9 am to 5 pm. Today I have to entertain customer through phone call. I have to received a reservation from government company by local order (LO) or undertaking latter. I also have to check a reservation from customer by online such as, Agoda, Traveloka, Expedia, and Booking.Com

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my working time today is from 12 pm until 8 pm. On this day, I have to start my work at city park first, then go back to KL International Hotel. A task I need to do in the city park hotel same as tasks that I need to do in KL International Hotel. I have to entertain the guests who coming to this hotel.

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Today, my working hour is from 9 am to 5 pm. Today i work as an operator. My task today is answering all incoming call to this hotel and received a room reservation from customer. I also have to accept room reservation and open a booking either by group or individual

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My working hour today is from 12 pm until 8 pm. Today I need to replace workers in the city park hotel. At 1 pm I have to go back to KL International hotel and continue to my task. I have to entertain guest who want to checking in to the room. I also have to received a room reservation and open the booking.

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Today, I work as an operator. I have to entertain guests through telephone calls. I have to answer all incoming phone calls and answer questions that give customers and receive orders from customers. I also have to received reservation and open booking from government by local order (LO) or undertaking latter.

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At the morning, I do the same task like yesterday. I have to answer all incoming phone call from customer and received a room reservation from customer. In the afternoon, I joined the front office briefing. This briefing a given to all the front office staff. This briefing is to discuss the problems encountered in this week and the ways to solve the problem.

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The task I do today it same like I do before this as an operator.  I have received and responded to incoming telephone calls to the hotel. I also have to accept and open a book of clients, either individuals or groups. I also have to accept the reservation of the customer either through faxes or emails from customers.

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After a vacation for 2 days (off day / public holiday), I returned to work as an operator. I have to entertain guests through telephone calls. I have to answer all incoming phone calls and answer questions from customers and receive a room reservation from customers. I need to make sure that a reservation that I received does not exceed with the available room for that day.

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My working hour today is from 8 am until 5 pm. I have received and responded to incoming phone calls in to the hotel. I have to entertain guests through phone calls and answered all questions from customers about this hotel.

# data[].attributes.body
My task today is entertain guest through phone call. I need to received a room reservation from customer and answer all question from customer about this hotel such as types of room and room rate. I also have to received reservation and open booking from government by local order (LO) or undertaking latter.

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In the morning, I do the same task as yesterday. I have to answer telephone calls and receive a room reservation from customers. Every Thursday, front office briefing will be held. The briefing was conducted to discuss any problems that have been encountered on a weekly basis. This briefing all front office staff will be warned not to make any mistakes while performing their duties. They need to follow the steps or rules that have been adopted by. After the briefing ended, all the front office staff to perform their tasks.

# data[].attributes.body
My task I need to do today it just same like yesterday. I need to entertain customer though phone call. I need to received a reservation room from customer by phone call, faxes or email. I also have to accept and open a book of clients, either individuals or groups.

# data[].attributes.body
My working hour today is from 9 am to 5 pm. The task that I have to do today is same like yesterday. I have to answering all incoming call to this hotel and received a room reservation from customer.

# data[].attributes.body
The task I have to do the today same as I was did before this. I have to entertain guests through phone calls and answered all questions from customers about this hotel. I have to received a room reservation and open room booking either by individual or group. Besides that, I also have to accept the reservation from government companies or Corp  businesses that want to use the local order (L0) and undertaking latter.

# data[].attributes.body
For this week, my task that I have to do is to be the call operator.A task I have to do today same as I did the task as an operator before this. I have to entertain guests by telephone. I have to answer all questions from customers about this hotel such as types of room and rate per room. I also have to accept the reservation of the customer either through phone or fax calls and emails from customers.

# data[].attributes.body
The task I need to do today is as an operator. I have to answer all incoming phone call to this hotel. I have to received a room reservation and open the booking. I must ensure that the reservation I received from customer does not exceed with the available room for that day.

# data[].attributes.body
Today, my task is same like task that I need to do before this. I have received and responded to incoming telephone calls to the hotel. I also have to accept and open a book of clients, either individuals or groups. in the afternoon, I joined the front office briefing. In this briefing all the front office staff discuss the problems encountered in this week and the ways to solve the problem. After the briefing ended, all the front office staff to perform their tasks.

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My working hour today is from 9 am to 5 pm. The task i have to do today is same goes like yesterday. I need to entertain customer through phone call and received a room reservation from customer. A new things I learned today is, how to receive and open group bookings. I need to make sure the information is correct and the code used when filling in the reservation.

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Task I need to do today is same like before this. I have to answer all incoming phone call and receive the room reservation from customer. The important things when I receive and open bookings from customer is, I need to make sure a reservation that I received from a customer does not exceed the rooms that available for that day.

# data[].attributes.body
This week, my working hours are from 9 am to 5 pm. Task I need to do today is as an operator. I have to answer incoming phone calls to the hotel and entertain guests by telephone. I have to receive a room reservation from customers, whether from telephone calls or faxes and emails.

# data[].attributes.body
Today I become an operator. My working hour is from 9 am until 5 pm. My task today it just same like yesterday. l need to answering all incoming call to this hotel and receive room reservation from customer. Besides that, I also have to accept the reservation from government companies or Corp businesses that want to use the local order (L0) and undertaking latter.

# data[].attributes.body
I joined the front office briefing. This briefing discusses the problems faced in the front office this week, and how to overcome all the problems. The briefing was held in the evening.The task I need to do in the morning is the same task that I did before. I have received and responded to all the calls coming in to the hotel.

# data[].attributes.body
Today, I need to do the same task as yesterday. I have to entertain guests through telephone calls. I have to answer all incoming phone calls to the hotel and received orders from their rooms. I have to answer all questions from customers about the rooms in the hotel, such as room types and rates per room.

# data[].attributes.body
Today my working hour is from 9 am to 5 pm. The task i need to do today is same like yesterday. I need to answering all phone call from guest to this hotel and receive all room reservation from guest.

# data[].attributes.body
Today I do the same task like yesterday. Today become an operator, I have to entertain guest through a phone call.  I have to answer all the questions from guests. I need to receive all room reservation from customer.

# data[].attributes.body
On this month, my working hours are from 9 am until 5 pm. My task today is the operator. I have to answer all incoming calls to the hotel and receive all of the guest room booking through telephone calls. I also need to open room reservation from Online and local order (LO) letter

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Today is my last day of work in the morning and afternoon shift. Starting next month I'm going to work on time office hour (9 am to 5 pm). My working time today is 8 am to 4 pm. My task today is same like before this. I need to entertain guest who come to reception and help other staff receive a reservation and help their prepare resit and GST statement for guest.

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Every Thursday, front office briefing will be held. The briefing was conducted to discuss any problems that have been encountered on a weekly basis. all staff will share the problems encountered and how to solve the problem. Today I also join front office briefing. After briefing all staff back to their own work.

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The task that I do today is same like yesterday. My working hour today is from 8 am until 4 pm. I need to entertain guest who come to the reception and who want to check out from their room. I also need to receive reservation room from guest and ensure the type room that guest request and want to reserve is available for that day.

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Today, my working hour is from 8 am until 4 pm. Task i do today is almost same like yesterday. I need to entertain guest who come to reception and who want to check out from their room. The things that I learn when want to check out guest from their room is,must alert whether the guests had already pay their room fee and make sure the type of payment that guest made, either credit cards, cash, or by LO (local order). Before checking out guest from the system, the guest information is correct and ensure the deposits taken during check in guests room already return to guest.

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My working time today same like yesterday from 8 am to 4 pm. The task that i need to do also same like yesterday. I need to entertain guest that come to reception and answer incoming call to this hotel. I also need to help other front office staff prepare breakfast coupon and GST statement.

# data[].attributes.body
Today, my working hour is from 9 am until 5 pm. My task today is an operator. I have to answer all incoming phone calls and received a room reservation from customer. I also need to open a room booking either by individual or in a group. I also need to open customer room booking from Online such as Traveloka, Expedia, Agoda and Booking.Com

# data[].attributes.body
My task I need to do today it just same like yesterday. I need to entertain customer though phone call. I have to answer all incoming phone call from customer. I also have to receive a room reservation from guest, either by phone calls or faxes (Local order and Undertaking Latter).

# data[].attributes.body
Today, I join front office briefing. In this briefing, all the front office staff need to discuss the problems encountered during this week, and discuss the ways to resolve the issue. In addition, this briefing also discuss what the front office needs to do to every situation that will happen at the reception. After briefing, all front office staff back to their duties.

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My working time today is from 2 pm to 10 pm. My task today is, I need to entertain guest that come to the reception. I also need to answer all incoming call to this hotel. I must receive all room reservation from guest.

# data[].attributes.body
For this week, my working time is in morning. Today my working hour is from 8 am until 4 pm. My task today is entertain guest who want to check out from room. Other task I need to do is helped front office staff prepare the resit for guest and GST statement.

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My working time today is from 2 pm until 10 pm. A tasks assigned to me today is to entertain guests who come to make a reservation or you want to take the room (check in). Guests who wish to take a room need to present the identification card (IC). The important things that I need to be aware when entertaining guests is that I need to know the rate that suitable to the guests. I need to know if the guests have rated governments, police cooperative members, or normal rate. I have to take the full details about the guest such as phone number, number of vehicle, and sign from guest.

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This week my working hours are in the afternoon. My working time is from 2 pm until 10 pm. The task I need to do on this day is the same as before. I have to entertain guests who come to the hotel and received a reservation from a guest. I also have to receive all complaints from guest and report to the respective department. The thing I learned today is, I need to know how to control my emotions when entertaining guests who come to this hotel.

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Today, I return to my working time before this, from 8 am until 4 pm. My task today is entertain guest who to check out from room and I do a same task like before this.

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My working time today is from 12 p.m until 8 p.m. On this day I was assigned to replace the staff break time in the City Park hotel. City Park hotel is a subsidiary of KL International hotel. The new things I learned today is to identify the codes system that used in the City Park hotel. The code that use in City Park hotel and KL International hotel is different, so I need to make sure the code that I used is correct. After breaks time staff at City Park hotel finish, I returned to my task at KL International hotel, and replace other staff break time at KL international hotel.

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Today my working hour is from 8 a.m until 4 p.m. My task today is entertain guest who to check out from room and I do a same task like yesterday. Other tasks that I need to do is help the morning staff provide tax folio (GST). A new things I learn today is, how to use the credit card machine.

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My task today it same like yesterday. I have to entertain guest who want to check out from the room. The time given to guests check out of the room is from 7 a.m until 2 p.m, after 2 p.m guests will be charged an additional charge.

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This week, I was working in the morning, from 8 pm to 4 pm. This week I was assigned to help with the morning staff treat guests. My task is to entertain guests who want to check out of the room and answered all the calls from guests who have problems with their room.

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My working hours for this day is from 7 a.m until 3 p.m. My task today is to help morning staff to entertain guests who want to check out of the room. things I learned during treats guest to check out of the room is, I need to identify payments that have been made and ensure guest whether guests have a balance or not.

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Today is my last day as call operator for this week. I do my job as an call operator the same as what I did before. The important thing I learned when I as an operator is communication skills. To be a good call operator, I need to skillfully communicate with the caller and always patient treat all calls.

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Today, my working hour is from 7 a.m until 3 p.m. In the early morning, I need to help morning staff to entertain guests that want to check out from the hotel. At 10 a.m, I returned to my job for this week as the operator call. I have to answer all incoming calls to the hotel. in the afternoon, I joined the front office briefing that will  on a weekly basis.

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I was an operator call today. The task I do today it same as yesterday. I must received all reservation either by phone call, fax, email and message.

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My working hour for today is from 8 a.m to 4 p.m. Task that I need to do today it  same as yesterday. I work as an  call operator today. Apart from receiving a reservation of telephone calls, I also have to accept reservation room via fax. Normally, the fax is booking orders from the government.

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This week my working time was in the morning. Today my working time is from 8 a.m to 4 p.m. My task for this week is as an operator. I have to answer all telephone calls and receive room reservations from guest. Besides that, I have to answer incoming phone calls to the hotel and then transfer the call to the relevant department, such as account department, HR department, sales department, housekeeping department, and so on. The important things that I learned to be the operator call is, I have to be patient and calm while answering all incoming telephone calls to the hotel and have to know how to communicate with the caller.

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Today, I was the operator. My task today is to pick up all the room reservations and answering all phone calls and check all incoming faxes to the hotel. My work hours for this day is from 2 p.m until 10 p.m.

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Today I joined the front office briefing. The briefing discussed about the problems that front office facing in this week. The briefing also discussed how to resolve the issue and problem that front office face. After briefing, all staff returned to their jobs. My working hours for this day is from 2 p.m until 10 p.m.

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Today I got a new task, I become the operator in front office. A task for operator is answering all the call from outside and inside the hotel. Besides that, my task is to make a reservation room from customer. I also must check incoming faxes to the hotel fax and put in the correct section or department. I also have to organize all the reservation room according to the correct date.

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Today is my first day on duty in the morning. My working hour today is from 7 am to 3 pm. At this time, we have to be ready to serve guests who want to check out the room. When entertain guests who want to check out from room, I have to make sure all the details of the guest are complete, make sure the type of payments that the guest is using either cash or credit card, and should ensure that the guests have a balance or not that must be handed over to guests. In addition, a new task that I learned today is, before check out time hotel expiry (1 pm) I have to make sure all guest for rooms that want checked out on this day must check out on time, if the guest fails to check out right on the time, guest will incur an additional charge. After that, I need to call these rooms to do follow up with guests whether they want to extant their room or want to check out.

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The task i do  today is entertain guest that who want to check out room and check in room in this hotel. Another task I do today is make a reservation from phone call and fax (local order) from customer. My working hour today is from 12 pm to 8 pm. A new thing I learn today is I must patience to serve guests and always smile when entertaining a gues

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My working hour today is from 3 pm to 11 pm. My task I do today just like yesterday. I help other staff entertain guest who come to the reception desk and answering phone call from customer that want make a reservation room.

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Today my working hour is from 12 pm to 8 pm. I help another front office staff that working from morning shift and afternoon shift doing a front office task like answering phone call from customer and make a reservation room. Other task I do is help other staff check out and check in guest that come to this hotel.

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Today is the first day I joined the front office meeting. While meeting all the staff are given a briefing about rule and ethics while do all tasks. All staff are given the opportunity to share problems encountered while performing a task. After the meeting, we return to our task and do a task as usual

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Today I do a task same with yesterday task. I help another front office staff entertain guest that who want to check in room. I also help they make a breakfast coupons and room reservation from guest.

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My task today is entertain a guest who come a reception desk that want to ask for help from front office staff whether to make a complaint or want to make a reservation and get a room. A task i do today is help guest check in room. The things I need to do when I check in room for guest is i need to I need to fill in the details of the system and print reservation card. After that I must know a room number for guest and I need to make a key card for guest room and give to guest a key card and breakfast coupons.

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This week my working time is from 3 pm to 11 pm and my task that i do today is same like yesterday. I must entertain a guest that want to check in room and entertain phone call from guest. I also make a reservation room from guest and today I learn a new task which is I must make a group room reservation from government agency.

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My task that i do today it just like yesterday because my working time today is from 3 pm to 11 pm and at this time it was time for guest check in room whether  guest already make a reservation or guest just walk in to the hotel to get a room. Other task i do today is report all complaints from the guests to maintenance and housekeeping department about the damage caused in the guest rooms.

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Today my working time is from 3 pm to 11 pm. My task today is entertain guest that want to check in room and answering phone call from guest that want to make room reservation. Other task that I do today is key in a reservation room form online for example from Agoda and Booking.Com to computer system.

# data[].attributes.body
Task that I need to do today, just like yesterday, which is I was to entertain guests who want to get a room and check in room because my working time time today is from 3 pm to 11 pm. The thing that i learn when entertain guest that want to "check in" in any room is I must fill the guest information in the system and I must aware with the payment that will made by guest.

# data[].attributes.body
My working time in this day is from 3 pm to 11 pm, at this time my task is to entertain guests who want to get a room or check in room on this time. In addition, the task I have to do is accept any reservation from customers through the phone.

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Today I have to help other front office staff to entertain guests from (12 pm to 8 pm). The task i do today is the same like my previous task. I have to answer a phone call, make a reservation from customers, and new things I do on this day is entertain guests who want (check in and check out). The time that set by this hotel to guests check out is from 7 am to 1 pm, while the time that guests when to check in room at 2 pm until 7 am.

# data[].attributes.body
The task that I do today same with the task I do before this. I help other staff at reception entertain guest. I also make a reservation from customer and the new thing I learn today is receive any complaints from guests and report the complaints to the department that the responsible to resolve the complaint such as technician department and housekeeping department.

# data[].attributes.body
Today I've started following my work schedule. My working hours for this day is from (12 pm to 8 pm). The tasks that was given to me today is to help the other front office staff to entertain guests at the reception desk. I also help the other front office staff received orders from customers trough telephone calls and through government order (L / O). The purpose I was given the task at the reception desk is, to become familiar to entertain the guests that come to this hotel.

# data[].attributes.body
Today I was given a task to answer all incoming telephone calls. I also given a task to receive all guestroom hotel booking from the customer through telephone calls. I have been given a training from supervisor and staff in front office how to answer a phone call and make a reservation orders from customers.

# data[].attributes.body
Today my working time is from 2 pm to 10 pm. Today I do the same task like yesterday. I need to entertain guest who come to hotel. The things I need to know when entertain guests who want to take room (check in) is, I need to ensure that the room that guests want is clean (which was updated by housekeeping) and suitable for sale to guests.

# data[].attributes.body
The work I do today is make keys (cards) guestroom for guests who want to check in this hotel. I was trained how to welcome and entertain guests who came to the reception. I also trained by other front office staff how to use the computer in the front office and how to use the system that used to record the hotel guests in and out in this hotel.

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Today is my first day training in the front office department. Before making my assignments in the front office department, I was taken by hotel worker to see the types of guestroom in this hotel. After that, I was briefed by Madam Norlela Daud (front office executive) about price rate for every types of guestroom that offered by this hotel to customers. I have also been given a timetable for this month (February). I must worked in shifts that have been set by front office management when conducting my training in the front office.

# data[].attributes.body
On the second day, I was given a task and will do training in the front office department for the first two months. After two months, I will be transferred to the sales department. I have been briefed on the duty and training modules that will I do in both department later. I have also been given a description about the products offered by this hotel. I have given a description of the package room and other facilities for example like coffeehouse, banquet hall and function room offered by the hotel to customers. Next, I was taken to the front office department to pick up my uniform and I have to wear that begins tomorrow.

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This is my accommodation that this hotel provided to training student.

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Today is my first day I reported myself to start my training at Kuala Lumpur International Hotel. Exactly 9am I met with Mr. Azzly Arifin, assistant general manager of this hotel and his explain a bit about the background of the hotel.
I was taken by his assistant to go around the hotel to see the facilities that provided at this hotel. I also get a briefing about the road that must be taken by the employee as well as a briefing on the task of each department.
Then his assistant bring me to the accommodation provided by the hotel for all training student.