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BORANG SEMAKAN PENYELIA LATIHAN INDUSTRI

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BORANG SEMAKAN PENYELIA LATIHAN INDUSTRI

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NAME: EZLIA IDANII BT MOHD FADZIL
MATRIC NUMBER: A13A1434
COMPANY: SRI LANGIT HOTEL SDN BHD

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Penilaian Prestasi Pelajar Oleh Penyelia Latihan Industri (2)

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Penilaian Prestasi Pelajar Oleh Penyelia Latihan Industri (1)

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The last day i working as Internship Student at Sri Langit Hotel. I felt bless and gain so much experience from this company. This journey taught me to be more Independent, Wiser, Quick Thinker, Team Work and most important is Patient. Patient is the key to be successful. So here is my pictures for my last day as Internship Student and a selfie with our own artist Syuk Raja Lawak ! Thank you Sri Langit Hotel ! :D

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Today other groups are check in in our hotel. The group is from Sibu Travel. They booked for 14 rooms that consist 2 person per rooms. My supervisor assign me to pick up them from KLIA 2 because they used domestic flight. Here the photo of my boss that i taken. He is Mr Tan, such a generous person. I'am lucky to have the leader like him.

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Today my human resources team decided to change our uniform. Its slightly different from AirAsia crew uniform. This will make our guests feel like in cabin and still maintain "In Flight Theme"

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Today, my manager assign me to assist group umrah from KLIA to Sri Langit Hotel. Total of umrah group is 100 paxs its mean 50 rooms, two person in each rooms. Its quite difficult to handle the umrah group. The main reason is because language barrier because some of them doesn't understand Malay Language because most of them are from Pekan Baru & Pontianak

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Today we got client from Umrah Group Yudi Asmara. The total are 15 rooms for 30 paxs. Usually, umrah group got special rate from our sales department

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Tomorrow we got a client from Petronas Sdn Bhd. They to seminar about safety & health. So, today we need to arrange the meeting room according the demand of the clients.

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Today occupancy for our hotel is 78 rooms from 94 rooms. Some of the guests are from OTA (CTrip.com). CTrip guests will got a special symbol. So here the picture of CTrip guests.

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Our HR Department issued the Over Time list. So we need to check and count how many OT that we already do from 15 April 2017 to 15 May 2017.

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Today my shift from 7am until 7pm. I need to cover other front desk due to emergency case. Today occupancy is very low. Total room booked for 16 May 2017 is 54 rooms only because last minute cancellation group. Here the picture below shown the room. Orange is Vacant. Green is Reserved and Blue color is In House.

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Today my shift starting from 7 am until 3 pm. My supervisor change the schedule due to some of front desk want change because of emergency case. Today, PT Riau Wisata Hati check in at our hotel. So, we need to booking a bus for send off from Sri Langit Hotel to KLIA.

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Today my shift starting at 7am until 3pm. Everything doing fine. But today, the management department got a meeting about the performance of their workers especially Front Desk. So many things to be change and improve by front desk officer by a proper training. Our supervisor make a Information Book for Front Desk in case if any information need to hand over to next shift so that can get prepared.

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Today, my shift at 11 pm until 3 pm. BIMAN Airways passenger are check in at our hotel due to delay. The LOU that we received consist of Dinner and two ways transportation. Bank Rakyat from Kota Marudu check in at Sri Langit Hotel with 10 rooms and all is Economy Twin. We also need to pick up them at the airport to assist them. Today are not full house due to umrah group make a cancellation due to flight delay.

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Today my shift at 11 pm until 3 pm. My sales department gave me a tasks a pick up at KLIA for Qiblat Tour that consist of 39 paxs with 20 rooms. They arrived at the airport 2230 PM but i need to pick up them at 2330 PM hour one after they arrived. We got some problem due to wheelchair missing and they make a report at the counter. Due to too many luggage, the storage at the bus are full so i need to called SSR shuttle services to prepared 1 van just for the luggage. The tour guide also request last minute Welcome Food for 39 paxs. But, we manage to order it and make it on time.

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Today i start my shift at 11 pm until  7 pm. Today we not full house because of Umrah Group cancel their booking due to flight delay one day at Abu Dhabi. So, we need to cancel it and resell it with lower price so that we can attract outsider guests to check in. Usually we do a promotion RM 100 per room without breakfast. My manager send me a message to booked for group Hairi Umrah for 13 rooms on 1 June 2017

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My shift start at 7 pm until 7 am just like yesterday. My tasks for today is pick up Sabilul Ibad Pratama from KLIA. We prepare two bus that consist 88 paxs and 1 van for the luggage. They arrived at the airport around 2115 and i need to pick up and assist them at 2200 because of immigration its take time to when arrival halls.

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My shift started at 7 pm until 7 am in the morning. First what need to do is count the money from previous shift. All the money need to be tally with the cash report. Then, we continue with the tasks such as:-

Make a list breakfast

List for Send Off

List for Pick Up

Prepare the invoice for tomorrow

Do LOU

Before key in the system, we need to do manually and make a copy for a Shuttle Services (SSR) and the SLH Cafe.

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Like yesterday, my shift start at 3 pm until 7 pm. Today got PT Riau Wisata Hati check in at our hotel. They consist 123 paxs with 56 rooms including Family rooms for 4 & 3 paxs per rooms. My supervisor gave me a tasks to send them to Ibrahim Seafood for dinner. The Ibrahim Seafood is our partner. Usually, the menu is consist of Ikan Siakap 3 rasa, Tom yam, Ayam kunyit, Mix Vegetables, Watermelon. We used 3 bus for this trip to Ibrahim Seafood that took around 15 minutes from the Hotel.

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Today my shift started at 3 pm until 11 pm. As usual, i need to count the money (sales) and the float. Read the information book and today got client from Monspace Sdn Bhd using our Meeting halls for the event purpose. Sri Langit Hotel got to conference halls : Boeing 777 & Boeing 747 but Boeing 777 is most suitable using for any meeting or events. Here the picture our sales assistant gave us a tasks to pass to the organizer of the events. This envelope contain invoice.

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My shift start at 7am until 3pm. Today, Dian Holiday check in at our hotel that consist of 40 paxs with 20 rooms. Dian Holiday usually using their own transportation and normal breakfast. My manager told me to booked for Mrs Ruzana Mohd for 16 rooms.

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My shift starting from 7 am until 3 pm. Just like always, before we started the new shift we need to count the money (sales) and the float whether its tally with the cashier report or not. Today, our check in group is from PT Riau Wisata Hati consists of 80 paxs with 40 rooms.

For your information, we got a KE Travel & Tour transportation Whatsapp group so that any booking regarding pick up or send off we need to mention it by whatsapp before the events. Here the example that I mention in the group whatsapp.

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My shift for today just like yesterday, 3 pm until 11 pm. Today, my tasks is to pick up the Umrah Group (Sabilul Umrah) from the airport (KLIA). From Jeddah to Kuala Lumpur. My supervisor cover the front desk because of our colleague cannot come to the work.

Today group Sabilul Umrah that consist 120 paxs. Because of our hotel is full house, some of Sabilul Umrah check in at Sky Star Hotel near by to our hotel. They got dinner & breakfast for 120 paxs.

Sometimes, i felt like travel agent assist them where to go, gave some information before check in to the hotel and so on. Its a such an experience that i got from Sri Langit Hotel that i haven't do it before in my life. Here the picture of the group.

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Finally, its May already. My shift at 3 pm until 11 pm. Today we are not fully booked but still 70 rooms above that already booked with Sri Langit Hotel. Majority guests are not regular customer for example : Dian Holiday, PT Riau Wisata Hati, Sabilul Umrah, Legend Tour, Muti-client Travel Tour and so on.

But some of the rooms are problem usually because of the air conditioner & TV. Our supervisor told us to blocked before we full house. This is because, if we full house, we need to exchange guests to the Sri Beverly Hills. Even though Sri Beverly Hills is a condominium but some of the guests doesn't want to change the hotel. Quality is matter than quantity. So, we need to blocked the room before any thing get worse.

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I started my shift at 3 pm until 11 pm and one hour OT for back up Front Desk. Today check in is Nawiya Tour and Dian Holiday. Nawiya Tour consist of 44 paxs wih 22 rooms and Dian Holiday 70 paxs consist of 35 rooms.

The payment for Dian Holiday we will charge through City Ledger but for Nawiya Tour we will collect from them upon check in. The price for one night including dinner / breakfast is RM 4850.90.

Today is also the last of our colleague. He also a practical students.
Here the picture of us.

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Today i start my shift at 11 pm until 7 am. Luckily, the key already enough because my manager when to the Intergo Sdn Bhd company to make a key card.

As always i will start my shift with;-

Send Off List

Pick up List

Breakfast List

LOU

EO

Actually for tomorrow morning, Safeer Group will check in at 9 am at our hotel but they cancel last minute because their group directly went to Jeddah.

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Today, my actual shift start at 11 pm but because of evening shift just one cover up so my manager asked me to start my shift at 9 pm.

My colleague start their shift at 3 pm until 11 pm but after that my partner for night shift are "No Show". So, i need to cover up alone from 9 pm until 7 am.

There is not the main problem, the main problem was the "Key Card" are not enough. The arrival list that are not check in yet are 25 rooms, but we just have 12 keys only.

Luckily, some of the guests check in out earlier and i manage to get 4 keys and 8 more key card. Another plan is, i sent the guests (Sri Langit Hotel) to Sri Beverly Hills with free shuttle bus.

And i reserved with other hotel 7 rooms that near by to our hotel as a back up. But, luckily, 4 No Show from Booking.com. I feel so blessed and thank god.

Syukur..

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Like yesterday, i started my shift at 3 pm - 12 pm, OT one hours because i need to back up other Front desk.

Today group, is PT Riau Wisata Hati. I assist them at KLIA. These group consist 48 paxs with 24 rooms. Usually, i will waited them at Arrival Halls first then i will assist them to Level 1, Door 3 where the bus is waiting there. They arrived at the Hotel at 8:30 pm but with all the luggage and immigration policy it take a bout 1 hours before they actual went to the arrival halls.

The transportation that we used is Buses from KE Travel Tours. This group directly went to the hotel with no city tour at Kuala Lumpur.

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I start my shift at 3 pm - 11 pm.

Today, Legend tour is check in at our hotel. They consist 45 pax with 22 twin rooms and 1 family rooms (3 people).

They arrival at 7:30 pm but i need to go earlier so that they know where the pick up point. We using KE Travel Bus to pick up the guests from KLIA.

While waiting the bus, we waited at Level 1, Door 3. Our usually pick up point.

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I continue from yesterday shift 11 pm - 7 am - 3 pm. But, everything going fine.

Like always i will do my morning shift:-

Housekeeping List

Breakfast List

Clean the key card

Prepared the Invoice

Prepared the key card for the group that want to check in for today.

Count the float

Group Rooming

Always updating the housekeeping if guests are check out.

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Today i start my shift at 11 pm - 7 am, and i want to continue my shift until tomorrow morning 7 am - 3 pm because i have emergency things to do and my supervisor approve it and advice me to be stay awake and not sleepy. haha

So, today check in is Dian Holiday & PT Musafir but they already check in and like always i will do:-

Send Off / Pick up List

LOU

EO

Replying email

Breakfast List

There 3 No Show from Booking.com and we need to remark and make a "No Show" at Booking.com website so that we gave the Booking.com a commission

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Today, my supervisor told me to do 7 pm - 7 am for back up. So, my OT will be 4 hours. For normal hour was 8 hours. This is because two front desk are not show up, and i need to back up/ cover up their shift.

Today check in is Agung Umrah that total 140 paxs. 100 pax check in at our hotel, Sri Langit Hotel that consists 50 rooms and another balance check in at Yuni Q.

I assists them to another hotel for check in and prepare their key cards and make a list name so that their leader will easily find their clients name.

Here the attachment group Agung Umrah ready to check in at Yuni Q hotel.

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My shift started at 11 pm until 7 am. So, today PT Riau Wisata Hati check in at our hotel. The total for this group is 88 paxs with 44 rooms (Twin rooms/ King rooms/ Queen rooms). One rooms for 2 person only.

They directly go to City Tour with Tour Guide that already provide by KE Travel. This package are absolutely make a guests feel welcoming and gain an experience when they went to our country, Malaysia.

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Today, my shift started 3 pm - 11 pm.
3 pm is a check in time, usually house keeping done their work (cleaned the room) at 2 pm.

The House keeping supervisor will gave us house keeping list that room already clean and we can release it and sell it.

Morning shift will do the house keeping list and note as C/out, D/O,IN.
C/out - Check Out
D/O - Due Out
IN - In House

Today PT Riau Wisata Hati check in in our hotel, and we make a booking for transportation from KE Travel. Here the attachment of booking.

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Today i started my shift at 7am - 7pm. My face just like a zombie. hahaha.

I worked with my new colleague. I taught her how to do all the morning shift SOP before she went to the next level.

Today, we are not fully booked, so our manager told us if some of the guests want to checked in at our hotel, we gave them a promotion.

For example, we cut down 20% from the rooms rate not including breakfast because our target is 94 rooms are sold out every day.

And we manage to sold 5 rooms to the guests as walk in and call in.

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Today 7am - 7pm. 12 hours per day.

As always, i will started my shift we a basic things. My supervisor told me to teach my new colleague what to at morning shift.

I taught her how to:

Replying email

Clear the key card

Insert the key card

Make housekeeping list

The monthly availability chart

Greeting the customers

These the basic things we learned before we do advance tasks. We need to master all these tasks first before we go to the next level.

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12 hours for today starting 7am - 7pm.

As always, i will started my shift with:-

Housekeeping List

Breakfast List

Clean the key card

Prepared the Invoice

Prepared the key card for the group that want to check in for today.

Count the float

Group Rooming

Always updating the housekeeping if guests are check out.

Today we got 3 group check in from Umrah group.

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My supervisor change my schedule  7am - 7pm (12 hours) from 12 April to 15 April because of 3 of our front desks and Unpaid Leave (UPL). I need to cover their shift as per my supervisor.

Today a new staff started their worked at the Sri Langit Hotel. My supervisor asked me to teach her about the basic rules of the front desks.

SOP for the new staff:-

History of SLH

Vision / Mission / Objective

Dress code

Do / Don't

She manage to do all these things because she is fast learner.

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Today i started my shift at 7am - 7pm. We do all the correction LOU before submit to the Malindo Air HQ.

We checked one by one whether the passport and the boarding pass already photo copy.

We print all the LOU submission, Tax invoice, extra charges, shuttle charges and their registration id card before we sent it to Finance for finalist. We do all the LOU before the check in time at 3 pm.

My supervisor told me to checked very rooms whether the rooms got towel and toiletries. Checked the cleanliness of the rooms before the guests check in at our hotel. From this action, we can prevent the bad comment/review from the guests about our hotel.

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Yesterday is my off day. And today my shift started at the morning 7am - 3pm.

My supervisor told me to do LOU Malindo Air Delay Passenger. Total for Malindo Air Delay Passenger are 60 paxs.

Luckily we got the rooms for them. Our supervisor prepared bus and van to pick up them from the airport. Our Cafe SLH also prepare them dinner for 60 paxs. They prepare buffet dinner for the guests. Mostly is from Indonesia.
We prepare the key card and check every single rooms whether the rooms is prepared with all the toiletries and etc. We very tired my worth it.

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Today i also started my shift at 11 pm until 7 am. But, we got a bad news because today is overbooked. 3 rooms are overbooked. We need to called others hotel for reserved to our guests. Usually, we send them to Sri Beverly Hills. Sri Beverly Hills is condominium.

We manage sent one guests to SBH. We got two guests cannot make it to our hotel. And we mark as NO SHOW.

And today, we got guest from CHINA that are very angry to us because of the services. We manage to calm him down even though he said bad words to us.

I learned a lot of things, we need to stay calm, patient, think fast and respects.

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Today is fully booked. Like always, before i started my worked, i need to count:-

Sales

Float

Credit Card

This three need to be tally, and asked them if any information need to told us before they went home.

Like always, i will follow the SOP. Like always our hotel is fully booked from Group Umrah. The group that check in today is from Kuming Tour, M2 Tours Sdn bhd and also PT MUsafir (Umrah group). We need to prepare fast the Breakfast list and the Shuttle list before 2 AM. Some of the guests also take away their breakfast because the rooms is included breakfast.

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My shift also started at 11pm - 7 am. I worked with my colleague, both of us are new workers but we manage to do well. As always, our hotel is fully booked.

Like always we need to do:-

Make a breakfast list

Send-Off to Airport List

Pick up from Airport List

Replying email

Make LOU/EO

Replying email

Replying massage at Facebook

We also need to do;-

Night Audit

KPI

Monthly availability Chart

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Today my shift started at 11 pm until 7 am.

SOP for night shift are:-

Make a breakfast list
Send-Off to Airport List
Pick up from Airport List
Replying email
Make LOU/EO

Usually, night shift are the second busiest because of some of the guest check in at midnight our due to their flight schedule and also they will check out early in the morning before the sun rise also due their flight schedule.

As always the our hotel is fully booked but some of the guests cannot make it check in at our hotel. We will make NO SHOW at their name and mark no show at the website for commission

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Today my shift started at 7 am - 3 pm. Today, the management had meeting. So, my supervisor told me to cover front desk with my colleague.

We will started by :-

Check the invoice whether the group under sales will check in today.

Clear the key card

Prepare the key card and divide the key as per invoice

Check the invoice whether they got breakfast tomorrow

Check EO at the SLH Cafe

This routine need to do as per SOP. Today group check in as always the regular guests from Dian Holiday and PT Riau Wisata Hati under Umrah Group.  Dian Holidat got 40 paxs with 20 rooms and PT RWH got 80 paxs with 40 rooms.

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Today, i started my shift at 7 am - 3 pm. like always, i will start my tasks with:-

Housekeeping List

Breakfast List

Clean the key card

Prepared the Invoice

Prepared the key card for the group that want to check in for today.

Count the float

Group Rooming

Always updating the housekeeping if guests are check out.

Today, Malindo Air Staff check in at our hotel and the Malindo Air HQ send us their LOU. The name of the staff is Yusri from Indonesia. He almost 1 year at our hotel. So, as always i will photostat his passport and id card and make the shuttle schedule for him.

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Finally! After long day, i started my shift at 3 pm and got off day tomorrow. There are 3 group check in at our hotel:-
Kuma Jaya (Group Umrah), Firdaus Tour (Group Umrah), PT Riau Wisata Hati. For Kuma Jaya got 11 rooms , Firdaus Tour got 17 rooms and PT Riau Wisata Hati got 22 rooms. And of course, our hotel are fully booked / full house. But, 4 rooms are not in good condition because of the air conditioner are not functioning. But everything going well. I started my work by doing LOU that i need to submit to Esther. But, some of LOU are not done because of the rate. So many need to change before i submit.

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Like yesterday, i started my shift at 7 am but until 3 pm only. I'm so grateful because its such a long week I start my shift morning and no off day.

Like always i started my day with:

Housekeeping List

Breakfast List

Clean the key card

Prepared the Invoice

Prepared the key card for the group that want to check in for today.

Today, my finance manager, Esther, called me to teach me how to do a LOU for Malindo Air and do in correct way.

She gave this tasks for me to do all the LOU that are not done yet because she want to submit to the Malindo Air HQ as soon as possible. Time is money, my boss will disappointed at us if we doesn't finish on time.

Here the example of LOU from Malindo Air. This is what they requested for their co-workers : one rooms, breakfast & transportation.

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My shift started from 7 am until 7 pm. Like always will started my day with:-

Housekeeping List

Breakfast List

Clean the key card

Prepared the Invoice

Prepared the key card for the group that want to check in for today.

Count the float

Group Rooming

Always updating the housekeeping if guests are check out.

My supervisor asked me to do a booking for a next group umrah that will check in at our hotel.

Dian Holiday booked 17 rooms at 8 April 2017. Usually this group came to our hotel with their own transportation (two ways). Not included breakfast/lunch/dinner but one night stay at our hotel.

Usually, the rate for the travel agent are more cheaper than normal rate but they need to contact with sales department for more details.

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I started my shift at 7 am until 7 pm, 12 hours per day. I worked wih my co-workers that actually is practical student like me.

Everything went well. Like always i will started my day with:-

Housekeeping List

Breakfast List

Clean the key card

Prepared the Invoice

Prepared the key card for the group that want to check in for today.

Count the float

Group Rooming

Always updating the housekeeping if guests are check out.

Today, group PT Riau Wisata Hati and Persatuan Bola Sepak Perak FA check in in our hotel.PT Riau Wisata Hati are 21 rooms for 42 paxs and for Perak FA is 16 rooms for 32 paxs. PT Riau Wisata Hati is a regular guests but Perak FA is first time check in with our hotel. They football player went to Stadium Taman Seroja for training and our shuttle prepared for 6 football player went to Stadium Taman Seroja and the rest went with the bus. Today, i got meeting with Mr Tan my boss of SLHregarding my worked. everything goes well. Alhamdulillah.

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Actually today is my off day, but my manager & supervisor send me to eZee Systems company near by Viva Home for training eZee Front Desks systems. The instructor for this training is Mr Kacey. He taught us how to used eZee System by simple ways:-

New Booking

Blocked

Check in/Out

Refund

Allowance

Miscellaneous Sales

Generate Key Card using eZee

Room View

Stay View

I learned a lot from Mr Kacey. Its more easy if we learned from someone that know more about this systems because we want to avoid / prevent any void sales and shortage.

Its not just only me went to training but other Hotel such as Sri Senawang, Sri Enstek, Sri Beverly Hills and also us Sri Langit went to the training to gain some knowledge regarding eZee Systems. So, bye bye off day. huhu.

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I started my shift at 3 pm until 11 pm.  My manager came to see me and he told me that i need to go training for front desk Ezee System.

Ezee System is a Hotel Management Systems is suitable for hospitality. eZee Technosys (M) Sdn. Bhd. is dedicated in providing high quality services from the very first communication to after sale support.

And today, our eZee System are down because they want to upgrading the version. All booking for 27 March 2017 are not go through to the systems. So, we need to manual booked for the rooms.

From this situations, we got 15 rooms that overbooked because of our system are not updating the current total of the rooms. But, luckily our night shift co-workers can manage sent the guests to Sri Beverly Hills (SBH).

We also need to print out all the booking that guests booked from the internet whether they paid by credit card or not.

This situation is not good for company reviews because some of guests impatiently to get their rooms even we explained to them but mostly doesn't care.

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Today, i started my shift at 3 pm until 11 pm.

Luckily today, i partner with my senior, Peter. All the job tasks doing well and can manage well. We divide the tasks so that our tasks will complete in time.

Like always, our hotel fully booked because off the Group Umrah from  PT Musafir and PT Taysir. We need to prepared them a transportation to go Airport.

PT Musafir paid for the rooms by cash and PT Taysir also paid by a cash and the total for today sales are RM 6k.

Every one hour, we count the money to prevent any shortage. But luckily everything goes well.

The sales are including other guests that paid by cash because of the credit card.

Today, some of guests check in earlier. Usually, our hotel policy, the exact time to check in is 3 pm. But, our guests are too tired because they just arrived from their country and want to get some rest. If they want earlier check in, we need to collect money from them 50% from the room rates. But, they guests willing to pay because they just want have a good rest and sleep.

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Today, like always i will started my morning routine with regular tasks such as House Keeping List, Check out/Check in, Replying emailed, Count float, Clear the key card, Booked a shuttle bus and soon.

Everything went well today. I manage to do all things by my self.
My manager called me for a short meeting. He asked me:-

My progress

What i learned from this company

Check list all the front desk tasks

Test & Quiz

So everything going well i manage to do 8 out of 10 tasks after almost two month of internship. #proud After the session, i had to do a short video for Standard Operating Procedure (SOP) on how to Check in the guests. So here is my picture ready for action ;p

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I made LOU for Post Aviation and Malindo Air before submit to supervisor and my supervisor will pass it to our Finance Manager.

The LOU need to have:-

LOU

Memo Staff from Malindo Air

Passport

Registration Card

Extra Charge

Tax Invoice

Shuttle Services

All this need to tally with the system and the rate must be same. If not, the Post Aviation or Malindo will reject our LOU and we cannot claim it. All these things taught me to be more thorough even a small things can make a big impacts.
So here is the booking for the Shuttle Services. We need to key in into Eezee System, Out Look and also by hand.

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I started my shift at 7 am until 3 pm. As always, i will do my regular tasks such as:

Check in/Check out

Booked for Bus/Van

Make a key card

Housekeeping list

Room move

Booked for walk in / call in

Today, i pick up the group from PT Riau Wisata Hati under Pak Dawood (Umrah Group). I need to pick 6 of people and anothers 38 people when to City Tour with their tour guide.

As always, i will waited them at arrival halls at KLIA 2 with a sign "SRI LANGIT HOTEL". Almost 3 hours of waiting and they came out from the arrival halls.

I waited one more hours because they having lunch at the airport. After finished all this, i called the drivers to pick up us at arrival halls door 3.

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Starting from yesterday, my supervisor change my schedule. My off day will be on Tuesday for every week.

Today, i also assist group PT Musafir for departure at KLIA 2. The group have 80 pax of people including their group leader. This is hotel policy for send off/ pick up group umrah that using our packages. They used 2 buses for this trip and i will follow them to the airport for check in. But, assistant for Pak Dawood was already they for check in their passport and print out their boarding pass.

I need to assist them to the international departure to Indonesia. We prepared lunch for take away, so that they will having lunch at the airport before departure. I also helped for check in the passport. Two of their guests are disabilities so our hotel prepared two wheel chair. At the airport also prepared the wheel chair but they need to pay RM60 per wheel chair. Almost 3 hours for waiting them entered the international departure before i went back to SLH hotel.

*click the photo

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Yesterday is my off day. Today i started shift at 3pm until 11pm.  Today, group PT Riau Wisata Hati check in at our hotel. I need to pick up them at Kuala Lumpur International Airport 2 (KLIA 2) at arrival halls. I need to bring a sign "SRI LANGIT HOTEL" so that the group will recognized me. I waited at the airport almost 4 hours because their arrival at 1300pm and they need to go through the immigration procedure before they  leave.

The group are wearing yellow batik shirt. It easy for me to recognize them and gather them to one place.
Actually, waiting for the guests is tiring because they doesn't used local phone number. So we doesn't know when they will come out from the arrival halls.

With this situation, we also had a conflict between the SSR driver because they waited for too long. And they will go to SLH for pick up another guests.

Today is also a full house because of school holiday for one week. Every family gather to our hotel before their departure for tomorrow morning. Mostly, they will leave their car at our hotel before they went for holiday. We will always take a look their cars for safety.

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I started my shift at 7 pm until 7 am. 12 hours per day. Yes, its so tiring but it worth it because i can learned so many things and this is one of my experiences.Today, Multi-client Travel & Tours check in at our hours. Total for this group are 38 pax. 20 rooms for economy twin and balance economy Queen and King rooms. Other groups is PT Riau Wisata Hati for 50 pax.  Usually, for this group the packages are included breakfast and transportation. This group is a regular customer because every months this group will check in for umrah trip. So, my regular tasks are:

Check in/Check out

Booked for Bus/Van

Make a key card

Event Order

Booked for walk in / call in

emm, here is my selfie with eye beg ;p

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Today, i starting my shift like normal hours, 8 hours per day.

Like always, me and other colleague will divided tasks so that our tasks will complete in time. We will do:-

Replying all the emails

List all the breakfast

List all the send off/pick up

Do LOU for Malindo Staff

Organize the plane showcase

Booked for Bus/Van

Some of our customer bought Model Plane (Small) x 5 because he are plane collector. And also Model Plane (Big) cost RM 290.90 per model.

Some of guest call-in to make a booked, but if our hotel is fully booked, we will suggest them with another hotel that we already partner such as Sama Sama Hotel and Sky Star Hotel.

Today is also full house because of two group umrah are check in and also other organization check in. They paid by a cash and be total RM14k. The credit card machine still not worked because of offline. But we already report to the management.

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i also started my shift at 7pm till 7am, 12 hours per day and make 4 hours overtime. Luckily today, i partner with my senior, Peter. All the job tasks doing well and can manage well. We divide the tasks so that our tasks will complete in time.

Like always, our hotel fully booked because off the Group Umrah from Tabung Haji and PT Musafir. We need to prepared them a transportation to go Airport.
PT Musafir paid for the rooms by cash and FMC Sepang also paid by a cash and the total for today sales are RM 16k. Every one hour, we count the money to prevent any shortage. But luckily everything goes well.

The sales are including other guests that paid by cash because of the credit card are currently Offline.

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I began my shift from 7 pm - 7 am because two of my colleague are off day. So, we need to do shift 12 hours per day. Its really tiring but all worth it. Today, my shift with Tea. He is a new staff and i need to guide him how to do a tasks. He just a part time worker and still a students.

I asked him to do a basic tasks such as:-

Clear all the card

Manage to answering the phone call

Manage to explained the room rates for normal / government

List all the breakfast

List all the send off

Replying the emails

Actually, this is my first time without any senior workers to guide me to do:-
Night Audit
Send Monthly availability
Send Monthly Availability Chart
KPI

But, luckily we manage to do so. We called one of our colleague to taught us thru phone. He taught us one by one, how to do No Show and make a No Show at Booking.com , ExpediaQuickConnect.com , Agoda.com and also Traveloka.com

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Today my shift began at 7 am - 7 pm with other practical student, Lawrence. We manage to do all the tasks without other seniors such as:-

Check in/Check out

Booked for Bus/Van

Make a key card

Event Order

LOU

Housekeeping list

Room move

Booked for walk in / call in

Everything going fine. But, there a few problem that happen when other hotel guest from Sri Enstek called us to pick up them because at Sri Enstek Business card got Sri Langit hotline number. But we manage to solve the problem. Here the example how the booking works after they booked from Booking.com

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Today, after long time i started my shift at the morning, 7am until 3pm. The occupancy 61 rooms including the walk-in. Our boss want at least 75 rooms are sold. If the occupancy is least than 75 rooms, we will sell the for a standard room RM 120 not including breakfast.
There one Group Umrah from Dian Holiday. The pax are not many as always. Its just 15 paxs only with six economy rooms and one premium family. Premium Family have one queen size bed and 1 single bed. Economy Twin have 2 single beds. The rate for travel agent are different from walk in prices. It more cheapest and including breakfast for two persons. As always morning shift need to do:-

Housekeeping list

Check the Send off/Pick up shuttle

Preparing the voucher for guest that rooms rates are included with breakfast

So here the picture of some souvenir at front desk to attract the customers

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Today i change my shift with my co-workers because of he had a emergency case. So, i do Over Time from 7pm untill 7 am. Everything going fine, i will started my  tasks do all the tasks that i always do:-
workers will told me to do:-

List all the send Off/Pick up to the airport

List all the breakfast that guest wanted  to take away

Checking the group that will arrived today

Prepare the breakfast for the guests

I also do LOU for Malindo Staff from India. First i need to adjust all the extra charge for the shuttle and then i need to print out the registration card and the tax invoice.

If i got a free time, i will print out the breakfast voucher, This voucher is for cafe collect how many guests are eating at their cafe.

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Today, the two group from PT Riau Wisata Hati. First group consist of 80 persons and other group consist of 45 persons. PT Riau Wisata Hati under the same person, and his name is Pak Dawood. For first group is from Batam and second group is from Pekan Baru. They gave a different uniform so that the leader can spot their members.

Like always, we need to confirm the transportation from KE Travel & Tours. And fill up the form after booking with them. We need to do wake up call for all the group and remind them at what time the Subuh Prayer started. Usually we will wake up call/ morning call at 5 AM so that they can get prepare earlier and having breakfast at the Cafe. Some of guest want to booked our hotel by walk in but our hotel 4 days in the roll are fully booked because of Group Umrah from Indonesia and also Sabah/Sarawak.

Here the form that we need to fill up and sent it to KE Travel & Tour and they will gave us a invoices.

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Today i start my shift at 7 pm until 7 am because i need to back up other front desk. We need at least 2 front desk to do a tasks. Today, two Umrah Group check in, there are Dian Holiday and PT Musafir. Dian Holiday consist of 49 persons and PT Musafir consist of 33 persons.

Both of these group need a transportation to go the Airport. So, i called KE Travel & Tour for transportation (BUS).

I also organize Show Case such as mini plane, mini car, key chain and other soevenir so that we can attract the customers to buy our stuffs.

Like always, need to do breakfast list, send off /pick up. print out the breakfast voucher, make EO (event Order) for Cafe.

This is the show case that consist of all types of planes.
The cost for the souvenir:
Mini plane : RM 29.90
Big plane: RM 219.90
Mini Car: RM 10.00

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Today i started my shift at 3pm until 11pm. My Assistant Sales Manager gave a tasks to me to pick up her client at the KLIA 2. The guests name Alexander Alekseev from Russia. He and his wife under a travel agents called Fun & Sun Holiday. I need to pick up them at 1745pm after they landed.
Our hotel are fully booked from 7 March until 11 March because of mostly Group Umrah are staying at our hotel.

There are:-
PT Riau Wisata Hati
PT Musafir
Dian Holiday
Seko Holiday
Luqman Hakim Holiday

Luqman Hakim paid their rooms rate by US dollar, so that we need to change it from USD to MYR. We buy RM3.80 so that our company also got a profit from it. Like always, started list down the breakfast, list down the send off/pick up and also make a key card for the group. We need to divide the card according the types of the rooms.

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Today three Umrah Group check in at our hotel for transit to Jeddah.
Dian Holiday
PT Riau Wisata Hati
PT Musafir

All these three group from Indonesia transit before they departure to Jeddah.

I starting my tasks by made all the key card for three groups according to their rooms numbers. For PT Musafir have 19pax, PT Riau Wisata Hati have 40pax and Dian Holiday have 88 pax. All the rooms are sold our including in house guests from malindo. We have 2 rooms that are over booked.

So, to solve this problem, we need to send our guest to Sri Beverly Hills at Nilai. Sri Beverly Hills are Condominium. We need to upgrade the rooms because to prevent the guest felt unsatisfied with our services.

So here the other hotel under Glory Hotel Sdn Bhd. The Sri Beverly Hills have a wonderful scenery and also full furnished.

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My actual shift actually at 3pm until 11pm but my colleague want to change with my shift and i worked at 9am until 5pm. Today, last minute booking from umrah group, Dian Holiday. Ms Dian called  in for booked 12 rooms for 21 persons. The Umrah group just back from Jeddah and transit here back to their home town, Indonesia.

I handling all the booking, preparing the key card, called housekeeping to cleaned all the rooms that  i already booked in the systems and also change all rate to RM75 for Economy Twin and RM110 for Economy King without breakfast.

I also contact with our shuttle services, SSR, to booked 4 van because one van for a luggage and others for the passenger to send off to KLIA at 4am. The cost will be RM22 per person because its consider midnight hours.

So here my supervisor work placed, she told me to do all the tasks given by her or other supervisor, Rajan at her desk.

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Today my supervisor gave me a tasks to do all the LOU before submitted to the Malindo Air. There a lot LOU that doesn't settle yet. But before i do all that, i need to do:-

List down all the Send Off

List down all the Pick Up

List down all the breakfast

Replying all the email for booking confirmation

The LOU need to have:-

LOU

Memo Staff from Malindo Air

Passport

Registration Card

Extra Charge

Tax Invoice

Shuttle Services

And i need to pass to my supervisor so that she can check it whether its complete or not.

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Today, i pick up the Group Umrah (Seri Halijah at KLIA). The total are 9 persons. We need to pick up them, and prepared the shuttles. We used 2 shuttle bus because they have a lot of luggage that they bought at Mekah/Madinah/Turkey.

Its just me and the driver pick up the guest at the airport. I waited them at arrival halls door 3 and then gather them go to first floor where the shuttle bus is waiting.

For today, there are not many rooms sold. So, if some of the guest want to check in by walk in we will sell our rooms at rate RM120 including breakfast for standard rooms. Because our boss, Mr Tan really want their hotels rooms sold at least 80 rooms per day.

Our housekeeping work from 7am until 5pm. So at night, there no housekeeping to clean up the rooms if the rooms are still not cleaned. So, as a night shift, we need to do a multi-task such as if customers want iron and iron board we need to pass it to the rooms. Sometimes, the rooms doesn't have a towel, floor mat and soap. We need to do all that by our own so that the customers will felt satisfied with our services and gave a good review at the website.

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Today, 7pm - 7am. 12 hours per day. *sigh
Its very tiring because you need to gave a good services, sometimes you need to handle the customers that very angry with the services that they provided. As a front desk, we need to think fast to solve the problems and not just says "I'm sorry". They will not satisfied.

Sometimes, we upgrade the guests rooms when they want to check in. The reasons are the rooms are still dirty, the air conditioner are not working, or the rooms smelly. We need to think fast before the customers are not satisfied with the services and update at the guest review in the website.

Before my shift started, we got a meeting at 3pm with Finance Department. So here the halls that called Boeing 777

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Today i started my shift at 3pm until 11pm. No more OT unless your supervisor told you to extends because we need to fill up the form for approval.

But, my supervisor got a news that one of our front desk staff resign because he got a new job at Singapore. So, my supervisor asks me to do a OT until 3am. That means i work 12 hours per day.

I starting to do breakfast list at 10pm and gave to the cafe. And also the shuttle for send off need to pass to the driver before 1am.

Usually, the shuttle for send off to KLIA/KLIA 2 at 3am. From our hotel to KLIA is take 25min and KLIA 2 is take 15min depend on the traffic jam. We will suggest our guests 2 hours earlier before departure time.

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Today, like always i will start my shift with count the cash from previous shift to cross check to avoid any shortage. Then, i need to count the credit card whether it was tally with the cash report. After cross check, i need to sign to approval that the cash and the credit card is tally. Then, i starting with group rooming and replying email for booking confirmation. Some of times, the customers will check in, i will serves them with a good services and explain one by one about the shuttle services.Our shuttle also provided Tour Package going to Batu Caves, Twin Tower, KL Tower, KL City and so on. Starting price is RM120 for 1 -3 persons.

One of our customers want to take pictures with me because she said that i'm very helpful to her and her boyfriends :p Btw, she from China!

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I start my shift at 3pm until 12pm. Everything going well but a little bit tired because today was a full house. Some of our customers came to "Walk-In" but we cannot sell the rooms. Day by day, i starting to know how everything works.

My supervisor taught me how if the customers rooms are still dirty, we need to move the room that are cleaned so that our customer can check in earlier. Our check in starting from 3pm. If the customers want to early check in they need to pay 50% of the room rates.

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Today, like yesterday i will start my shift at 11pm until 8am. One hour overtime. There are 3 group check in in our hotel. Fully booked and all rooms are totally sold.

I sent the group to the airport today with my co-workers to assist them to the departure gate. Collect their passport and boarding pass.

The leader of Umrah Team gave us a tasks to make a wake up call to their teams. We called them one by one. There are three group that we need to wake up call. Usually, we make a call at 0500 in morning, one hours before the Subuh prayer.

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I started my shift 11 pm until 9 am. I do an over time because to waited another Front Desk workers came.

Today is the busiest day because 80 people from Indonesia under Pak Dawood Umrah team came to check in before they departure tomorrow at 0800 in the morning. I will make a list for the breakfast and give the photocopy to the cafe so they can prepared earlier.

My co-workers also taught me how to do LOU & EO. LOU is Letter Of Undertaking and EO is Event Order.

LOU is like contract with other party. Peter taught me how to make LOU under Post Aviation and Malindo Air. Check all the registration card and the shuttle services that took.

EO is Event Order that need to gave to the cafe. For example, the Group Umrah include their package with Welcoming Food, Breakfast or Lunch.

All the LOU and EO will gave to Miss Esther, Finance Manager

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Today, my manager, Mr Denes Whatsapp me to start my shift at 7pm - 7am. Because two my colleague are MC that day.
I will start my shift with:-

List down all the Send Off to airport

List down all the Pick Up from airport for tomorrow

List down all the rooms that already include their room rate with breakfasts

Photocopy  2 copies the breakfast list to the Cafe

Replying all the email for booking confirmation

Today, no Group Umrah check in for today. The rooms that sold are 93 over 94 rooms. Mostly customers already booked from Website.

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My shift is starting at 11pm - 7am. Like always, before night shift. I need to count the money to cross check whether the cash report tally with the money that we have. After cross check, we must put the money in the safe. The rooms are sold about 85 rooms over 94 rooms tonight.

My co-workers taught me how to send an email to all the hotel under Mr Tan (our boss). First, i need to send Availability Rooms for February, March and April. And also the Rooms types that mostly sold.
So here the cash & the credit card receipt that i need to count one by one

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Today, my manager called me to start my shift at 7pm - 7am. 12 hours per day. Usually my shift just 8 hours because of 3 of front desk already resign because want to continue studies. I need to cover up their schedule. Today are full house, so far so good. No one complaining about the shuttle services and the rooms but they keep calling to request the towel and the iron.

Some of them called us to make a Wake Up Call in the morning. Some of them called to transfer the call to the cafeteria to order some foods.

Our supervisor change the schedule today. Mostly my shift starting 11pm untill 8 am. Hopefully everything gonna be find. In Sha Allah.

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Yesterday, i off day every Sunday. I started my shift at 3pm - 12am but i did overtime because of previous shift doesn't close their shift. I need to close three shift.

And there a problem here because the money are not tally with the cash report. We need to check one by one from first shift until my shift. I'm the only one at 3pm shift because my other co-worker MC. That's why the process its too long and i need to do overtime.
The tasks that i always do are:-

Recyling the key card

Checking the Group Team

Carrying the guest beg into their rooms

Sent the towel & iron to the guest rooms

So here the picture of three shift closing. *sigh

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Today just me on night shift. I'm little bit nervous because of i'm just a trainee and have to handle all the guest.

Like always i will start my tasks like i do yesterday. Everything went well but i need someone to lead me because some of tasks that involve the program/system such as Room Move/Undo Rooming or Overbooked that i haven't learned from my supervisor.

The night environments are different than a day. There a quite people check in in our hotels because of mostly the guests ETA are at midnight hours. So they need to find place to rest before another transit. Today for the Send Off, our hotel used 3 Van to send off the guests.

I will check all the guest with announce their rooms numbers to make sure all of them are ready to go to the airport.

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Same like yesterday, my co-workers will told me to do:-

List all the send Off/Pick up to the airport

List all the breakfast that guest wanted  to take away

Checking the group that will arrived today

Do a wake up morning call

Prepare the breakfast for the guests

Carrying the guest luggage and begs

Sometimes, my sales assistant need my helped to help her to do a booking for her clients under her. Make an EO (Event Order) and gave to the cafe as soon as possible so that Chef will get well prepared before the event.

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Starting for today until Saturday, my shift start at 11pm until 8am. The things that night shift do are:-

List all the Send Off/Pick up to the airport

List all the breakfast that guest wanted to takeaway

Recyling the key card

Cutting the breakfast voucher

Checking the Umrah Team

Do a wake up call or morning call

Usually the guest will go to the airport at 0400, 2hours earlier before boarding time.

We need to call every rooms about 10min before the shuttle ready to send off to the KLIA or KLIA2.

I need to have two photocopy, one at the Front Desk and one more gave to the drivers.

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My first shift evening from 3pm until 12am. It's very chaos because of my co-workers that same shift with me is MC.

There a group that coming today. PakDawood (Umrah Team) check in tonight. The flow of check in and the divided of keys are not systematic. We need to do LOU and EO to give the Cafe with how many pax of umrah team so that cafe can get prepared.

So many things i need to learned from the management team.At night, there are no housekeeping working, so if the guest called us wanted something such as towel, pillow case, soap and soon.

The receptionist or the security guard need to sent itself.  I also filled up OT form that given by HR.

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Today is Valentines Day's. Our supervisor have special request from the guest to decorate their room with flower & balloon. I helped my SV to find the shop that sell decorations and balloons. Other than that, i handle the shuttle services scheduled by key-in in OutLook.
Oh! Today, it's just me came to work for morning shift. I'm so glad that today not to busy and i can handle it. I always asked my supervisor about something that I'm not sure. She will always helped me out. Tomorrow i got evening shift at 3pm - 12am. I hope I'm doing find.
Btw, this is Business Queen room. Psst, the rate for this room RM245 include breakfast for 2pax

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Today, my co-worker taught me how to do LOU & EO for Malindo Staff. She taught me one by one. i just filled up the form that already printed out and checked the cash in flow & out flow one by one so that it will be tally with the system.

There are step by step to compile the LOU to pass it to finance department.
I need to have their photocopy passport, the extra charges, the shuttle services, registration card, and the tax invoice.

So many things that i learned today, hopefully I can do best for tomorrow.

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Today i do an OT 2 hours. Tonight Dian Holiday (Umrah group) come to our hotel for one night. Before they come to our hotel, my supervisor gave me a tasks to checked the room that DH already booked for tonight. My supervisor taught me how to checked the room. Firstly, i need to knock the door three times before entering and said "Receptionist" because to check whether there are customers that still in the room or not. Second i need to check the toilet, the towel, the bed and soon. There are 30 rooms that i checked with my supervisor and all the rooms is ready.

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Fifth day of internship. Today, its just me work at a morning shift. I'm so scared because i'm the only one. But, luckily my supervisor help me with all the job tasks.
At 1500 pm, me and my Front Desk team got meeting about Front Desk Training & House Keeping. The manager itself do the presentation about Do's & Don't.
This training was request by our Boss because the Sri Langit Hotel review from Agoda.com is drop from 7.2 ~ 6.9. Even its just a small amount, but for Mr Tan our boss, it's really show a bad reputation to our company.
Sri Langit Hotel is the most booked than another hotel under Mr Tan because of our theme "In-Flight" its really attract the customer all around the world.
Our finance manager also remark us about the Cash Report, LOU, Credit Card statement and so on.
Because, sometimes the result is not tally with the systems and the submission of the report will be late.

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Fourth day of internship.  I'm starting my shift at 7 am. Before i do another tasks i will make/list the rooms that Out of Order, Check Out & In and gave to supervisor that handle House Keeping department.

Today, i also escort a person that in charge in Tour & Travel to take a look the rooms. I explained to him about our facilities and services.

The rooms that i show are Economy Twin, Business Queen, Premium King and First Class Family. This is a hotel key card that we provide to our customers.
It is cute? Its really use in theme "In Flight" :O

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Third day of internship. My first time, me and my other co-worker on morning shift. I started my shift on 9am until 4pm.

So many customers check-in today. I learned so many things from my co-workers and her name is Ita. She taught me one by one, how to do:-

Group Rooming

Issue the key card

Recycle the key card

Replied emails

How to confirm and modify the booking

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Second day of internship was quite interesting because i just started my internship yesterday and its really chaos. Mostly they are booked their room at these website:

booking.com

expedia.com

agoda.com

So far so good, but a little bit stress.
And my supervisor gave me an assignment to check the clients pick-up/send-off to the KLIA/KLIA 2. I need to record time, date, and the room number.

And here the picture of our hotel sink. So cute!!! It really used the theme of airplane and the cabin :O

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Today is my first day of internship with Sri Langit Hotel (SLH). My schedule for today started at 9am until 6pm. I reached SLH and Miss Keertiga from (HR) told me to fill up the form and introduced me to the with others co-workers.

My SV name is Tasha, she will conduct me to my job. My position is Front Desk (Receptionist).

Alhamdulillah for today.
So here is my selfie with the outfit of the day ;p

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Sri Langit Hotel near to KLIA, KLIA2 and F1 Circuit is a hotel with an "In Flight" theme. This is the first of its kind in Malaysia and only the fifth in the world.

Sri Langit Hotel is under KLIA Transit Hotel and there the list of the hotel:-

Sri Langit Hotel

Sri Enstek Hotel

Sri Backpackers

Sri Langit Hotel also provide a Shuttle Transportation and a Taxi to go the Airport whether KLIA or KLIA2. The shuttle schedule is every hours. Starting from 0400am until 1200am.

Here the Sri Langit Hotel website for more information.