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Industrial Training Final Report Video Presentation

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Industrial Training Final Report Video Presentation

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Here is the the link for my Industrial Training Final Report Video Presentation

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Below is the attachment for Form B (4)

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Below is the attachment for form B (3)

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Below is the attachment for form B (2)

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Below is the attachment for Form B

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Below is the attachment for Form F from front office Department.

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Here is the attachment for my overall Industrial Training Report

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Public Holiday - Claimed from Wesak Day

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Replacement Rest Day

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My shift start at 9 and end at 5pm.

I did check in process for few guest and brought their luggage to the room since their room is juat nearby the lobby. therefore no buggy will be provided.

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Today, I handle a guest from Saudi Arabis. I have to call and make information to housekeeping department for special request regarding room decoration for honeymoon.

Apart from that, I also assist the guest to their room and show them all the facilities available in the room

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My shift start at 8 and end at 4pm.

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My shift start at 3pm until 11pm.

Usually when I enter for working at this hour, there is no more guest checking in because guest will come at early hour for check in.

when there is no check in anymore, I just have to stand by the entrance. waiting for any guest that probably will show up

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On this day, I once again have to be in an event at the grand ballroom.  the event is lead by Datuk Rosniaida a well know person in Langkawi.

They were having "Majlis berbuka puasa" with all the Meritus Pelangi Staff.

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Rest day :)

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Today, I get back to the front office department. numbers of check for today is quite high compared to previous day which 48 rooms.

I feel really happy to have chance for helping the senior stafd do the check im proces.

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On this day, I do not working at front office however I was assigned to be working in Ballroom.

There was a "Majlis Berbuka Puasa" held by a group of a company. What i need to do is, serving and clearing the table when guest finish their meal.

My shift ended at 11.

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On this day I was informed by Mr. Praba that on the next day, I need to be in Ballroom and help the banquet team since the team are lack of staff.

For today. my job scope is as usual, greetings and do check in process for arriving guest

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I start doing check in by my own since I already have authority to do it.

However at the end of the process I still have to show the registration card to duty manager for recheck.

Today, only few guest will be check in. the occupancy is at low rate.

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My shift starts at 2pm and end at 10 pm.

entering for work at this hour, usually most guest already check in. therefore only few left. If there is no check in, I will to stand by for any guest who will come.

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On this day, the duty manager give authority to me for doing check in process by my own.

since it was my first time, there many things that i still do not know in handling guest requirement.

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Rest Day

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Today we will be having a VIP guest from indonesia.

As told by the duty manager, I need to remember the guest name, And their check in process must be made inside the Meritus Club since they are  special guest.

The staff from Pelangi Spa waiting at the lounge to give a welcoming massage to the guest.

My shift ended at 6pm

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My shift starts at 10 and end at 6pm

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My shift starts at 10 and end at 6pm. my job scope is as usual,

I need to greet arriving guest, take care of their luggage, escort them to lounge, and the senior staff will handle the check in process

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On this day, only 24 guest will be check in. Currently, the room occupancy rate is low approaching 30%.

Therefore every check in was did by senior staff because there no rushing in doing it.

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today, I was allowed to do check in with senior staff assist me.

At the first time, I was quite trembling since I was afraid if there any mistake i will do. however thanks to Reeta because she assist me nicely and able to make me understand the whole process.

my shift end at 6pm

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As usual, my shift start at 10 until 6pm.

My job scope is as a bellman.
I in charge for waiting for guest arrival, greet them and take care of their luggage

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Rest Day

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On this date, we received a group of 44 guest from China.

When a group come for check in, the check im process will be done at the Cenag Hall since the large number can cause the lounge be too crowded.

After that, I need to escort the group to their rooms since the buggy is not enough to bring them all at one time. if they wait, then its gonna take long.

My shift ended at 6

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On this date,  I was allowed to follow a senior staf name Reeta to do check in.

Base on my observation, I could see the important thing that must be take care of during check in.
1. Collect Room payment
2. Collect tax payment
3. Jot dowm guest's credit card number for our reference

This three details is important. any mistake regarding this things, we have to pay by oiur own.

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My shift is the same like the previous day.
10am - 6pm

On this day I was taught by Duty Manager about how the front office system is working and how they use the computerize system in arranging room for guest.

Overall, I can see roughly how the system working.

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My shift starts at 10am until 6pm.

On my third day, I was taught by senior how to aske for passport from guest and how the scan the pasport as the detail will be used for the hotel reference.

On this day, I was taught verbally about how the check in process take place. I do not have any authority to do check in yet.

So, At this moment, i just learn through observation or by asking to the senior staff.

My shift end at 6pm

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Today is my second day at Front office. I was assigned to be a bellman. Basically what I need to do is greet arriving guest, take their luggages and brought to the designated area.

Apart from that. i also have to escort guest to lounge and seated them. The check in process will be settle at the lounge and not reception counter.

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Today is my first day working in front office department.

I've met Mr. Praba who is the Front Office Manager. He passed me to a senior staff named Nelsom to brief to me about my job scope at the beginning.

I was taught to greet arriving guest, take out the guest luggage from trunk, bring it to the disgnated area, tie all luggage together to avoid it mix with other guest luggage. And then I need to pun on tag to the bag along with writing the guest name and number of luggage on the tag.

On my first day, my shift starts at 10am end at 6pm.

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Rest day :)

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Public Holiday - 1st Ramadhan

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I was scheduled to be working on evening shift starting from 5pm until 1am

There were only few guest enter restaurant since low room occupancy (>40%)

Therefore, staff fill the time by doing cleaning and rearrangi old stuff at the station.

During midnight, we start do the closing.

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Today, I was working from 7am until 3pm.

Starting with opening the restaurant and do the clearing during breakfast.

After the breakfast session finish,
I send all the line cloth to the linen room for cleaning.

A new set of line cloth were taken to replace the use one.

I need to fold all the napkin that will be use for dinner.

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On this date, I was scheduled to be working for morning shift. My shift starts at 7am until 3pm.

What I need to do is, opening the blind, rearrange back all the sofe to its actual position, and boiled the milk for coffee and tea.

The breakfast start serving at 8am. when the guest coming, I have to take note their room number for room charge.

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Public Holiday - Labor Day

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This day, occupancy start dropping to less than 50%.

Most of the time, there is nothing to do since all the task given had been settle.

My shift starts at 10am until 6pm.

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Rest day :))

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My shift starts at 10am until 6pm.

Today, the room occupancy rate is start decreasing to >60% since the ramadhan season for muslim is coming soon.

What I was told by senior staff, usually tourist will avoid from visiting Malaysia during fasting month because it is dificult for them to get foods and some entertainment are closed as one of government rules.

Lack of guest make the sales dropping, therefore, the managment starts doinh promotion and giving discount voucher to guest as a way to encourage dining at our outlet.

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On this date, miss irene asked me either I want to stay for another one week or not since the I will be moving to Front Office department in few days left and at the same time the bar is lack of staff at the moment.

Therefore, I decided to stay for another few days at the outlet.

I will be moving to front office department on 5th of june

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This weekend, most guest coming in the restaurant were among outsiders

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today. my shift starts from 10am until 6pm.

I requested from the restaurant manager for going out to Muslim Friday Prayer.

After came back from praying, then i need to do cutleries preparation for dinner. All i need to do was washing and wiping the cutleries.

After all the cutleries well wiped, I need to be arranged neatly.

My shift ended at 6pm

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today, the training for is about greeting guest.

I was taught by miss irene about how to greet and build a short conversation with guest.
having conversation with guest will less likely to complain after a nice conversation had between each other .

Therefore, it is important to creat a good relationship with guest and not just focusing on job scope.

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On this date, my shift starts at 10 in the morning until 6pm.

Basically, what I need to do is clearing guest plate and re set up the table.

When breakfast session is done, I need to bring the linen cloth to the linen room.

my shift end at 6pm

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Rest day :))

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Shift start at 5pm end at 1am

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Shift start at 5pm until 1am

oN this day I was assigned as a food runner. I have to deliver the food ordered by the guest to their table.

As the restaurant getting full , the bar is getting bussier. Food must be send faster to prevent from cold and it lost the quality.

It is important to take care food quality to he served to guest.

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Today. my shift start as usual 5pm until 1am.

The shift start with short briefing, we all then get to our assigned area.

shift end with clearing and closing. apart from that,we also have to do preparation for buffet breakfast the next day

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My shift starts at 5pm until 1am

Today the staff from previous shift do not have time to set up table for dinner due to high occupancy and caused the bar to be full. We set up the dinner table a little bit late than usual.

It is a common thing happen here when the room occupancy rate is high, the bar will get busy.

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On this day Miss Irene taught me about how to prepare the face towel for guest.

The towel need to be soak in cold water and perfume. then it will be rolled and store in freezer. the face towel will be given to guest when they finish having dinner.

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Today, I was assigned to join the banquet team. there was a dinner for 160 pax and the venue is at the Grand Ballroom.

Before the event start, I have to soak the cutleries in hot water and wipe it all. After that, the cutleries will be arrange according to its type.

then, all the cutleries will be use in setting the table.

During the event, I need to clear guest plate and refill the water in guest goblet once it was empty.

After the event, We all have to take off the table cloth and chair cover and send ut to the linen room.

I have learnt how to serve in a big event.

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Rest Day.. :)

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This my shift start as usual 5pm - 1am.

during dinner,I was assigned to take care of the sofa area. most guest who were sitting at the area were only having drink. the area becoming more crowded when the guest already finish having dinner.

I need to make sure all guest get what they order.

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On this day, the bar is quite busy since we were at the high occupancy rate. Most guest came from Japan and China.

I became dificult for my colleague and I to communicate with them when most of them cannot speak english.

Device like smartphone were used to translate their word.

Outcome:
Based on this situation, I have learn that language can also become a barrier in delivering service. missunderstanding may occur that can cause guest disatisfaction

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My shift start like usual which is 5pm and end at 1am,

On this day, the training form is about how do napkin folding and to choose the most suitable napkin folding type according to the meal served.

According to Mr. Hasmirun the banquet manager, folding a napkin on dining table is not just a fold, it is a form of art in decorating dining table.

Suitable napkin folding type, makes the table not to over decorated.

Outcome:
I have learn that, art is part of setting dining table.

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Shift starts at 5pm end at 1am

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Shift start at 5pm until 1am

I was assigned to become food runner during dinner. Bassically, what i need to do was deliver the food from the kitchen to the guest.

outcome:
I have learn to work fast and right. I have to make sure the food send is right because not all food is suitable with the guest.some might have allergic reaction.

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My shift starts at 3pm and end at 11pm.

When I enter for working. i need to wipe cutleries and arrange it accordingly. around 4.30pm, me and Miss Irene start setting the table for dinner at the deck area

as it sky getting dark, I was asked by miss irene to light up the candle for the table.

After finish setting the table, a short briefing was held lead by miss irene. The meeting discuss about dinner reservation, and any update from other outlet within the resort

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Rest Day :))

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My shift starts at 5pm end at 1am

I was in charge for the D section. I need to escort guest to their table, allocate free table for the guest and take order and deliver their order as well.

We had a group of 40 person having full course meal. the C section are close for guest.

Since it was a full course meal, 4 person were incharge. after the guest finish with the meal, the next meal will come.

All the process run smoothly.

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Shift starts at 5pm end at 1am

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Today my shift starts as usually 5pm until 1am.

Before the dinner start at 7, all staff include me had a short briefing. in the briefing, we were explained about the current offer and voucher given to guest. every guest that show a Dining Voucher before ordering, they're entitled for 20% less for the food they had.

Every copy of receipt with discount must be kept for manager/ supervisor to be used for financial report.

Outcome:
1. I have learned about the important of giving offer/discount to customer in running business.
- in this resort, during low occupancy, the sales will be dropped plus, not all in house guest will have their breakfast, lunch, dinner at the hotel outlet, some of them prefer to dine outside. therefore, by giving them discount or voucher, this will encourage guest to dine at the resort's outlet instead of going out. discount give customers value. this will prevent the sales from keep on dropping. Discount also plays important roles in sustaining sales.

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Shift starts at 5pm until 1am

I was assigned to take care of D section of the bar. Most guest came and seat at the area for having tapas and enjoy sunset.

I have to take order and send the drink to guest.

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"How to ensure guest satisfaction."

The training topic today is about how to ensure guest satisfaction.
As a way to make sure the service is well delivered, it is important for us as a service provider to make sure that guest is satisfy with the service.

According to miss Irene, there are few ways can be use to ensure guest satisfaction
1. we must concern about guest needs and wants. make sure the food and beverage is meet their exepectation by asking the properly either they like or not. if not, offer something new that might help in fulfulling their wants.
2. Make sure that the order is correct as their asked during the order was taken. before sending the food to them, asked the chef once again for confirmation. this will prevent mistake as the food arrive to the guest.

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"How wine is Served"

On this day, I was taught theorytically by Miss Irene about how to serve wine.
There are few steps involve in serving the wine (by bottle) to guest.
1. Ensure the type of wine.
2. Put the wine bottle in a bucket of ice (white wine only, not for red)
3. Show the wine bottle to the guest who order the wine.
4. pour a small amount of wine in the wine glass, let the guest have a taste first. when the satisfied...
5. Start serving the to the other members.

Outcome.

1. i have learned that. Everything in serving have proper way and step that must be follow in order to make sure the operation is run based on SOP.

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Rest Day..

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Shift start at 5pm and end at 1am.

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"How to Explain Vegetarian Option from The Menu"

Today, the training form topic is regarding vegetarian guest. Some guest are vegetarian and, however only few menu listed that available for vege guest. Therefore, some guest want to customize their food.

The guest can customize their food, however it depends on chef and kitchen recipe either they can make it or not because sometime the ingredients as request by the guest is available in the kitchen or not. therefore, it is encouraged for me to ask the chef first whenever the guest have special request.

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"Earth Hour Beach Party"

Today we are celebrating the Earth Hour as showing our support toward saving the earth from green house effect as encouraged by the WHO.

The tables was arranged at the garden area. at 8.30pm, all the light was switched off for one hour until 9.30pm and only candles were used.

The band were playing acoustic song. and overall guest also support with positive respond from them.

Outcome:
1. As a company, we must not only focus on profit but at the same time must contribute back to society and world.

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Rest Day.. :))

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Today, my shift start at 10am and end at 6pm. However, I have to stayback for overtime until 11pm

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Today, the resort was checked in by DYMM Tuanku Sultan Kedah. We set up a special area for Tuanku at the restaurant.

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Shift start at 10am and end at 6pm

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My shift start at 10am and end at 6pm

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"Service Sequence: Clear extra table setting"

Today training form is about - Service Sequence: Clear extra table setting.

Base on this topic, I have learnt about clearing the extra table setting. Usual, we already set up the table for 2 person, 4 person or 6 person. Sometime a group of guest with only 4 person will be sitting at the table with 6 set up. Therefore, the extra two (2) setup must be remove from the table.

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My Shift start at 5pm and end at 1am.

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Shift start at 5pm and end at 1am

Today I start practice to use the credit card device.

Despite of using cash as payment method, guest also prefer to pay using credit/debit card. Before this, I do not know how to use the device and it became a problem for me because whenever I bring the bill and the guest want to pay by card, then I need to look for a senior staff to it for me. So, the guest have to wait once again.

Gratefully, tonight I was taught by Hafizi (Gee, the bartender) about how to use the device. And now I know how to use it.. Thanks Gee. :D

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My shift start at 5pm.

Today, the restaurant start getting bussier than usual due to high room occupancy, checked in by few groups from the Langkawi Internatiol Marine and Aerospace (LIMA) Exhibition.

Most of the guest have a drink after dinner until midnight.

my shift end at 1am.

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"How To Setup Cutleries According to Food Order"

Based on the training form topic, today I have learnt about how to set up the cutleries base on the food ordered by guest.

Usually the table was set with a pair of table knife and table fork along with bb plate and a napkin. However when the guest order food that not necessary to use knife like the pasta, we need to change the knife with table spoon. Plus, when the guest order dessert, it must be served along with dessert fork.

Apart from that, the cutleries set up for romantic dinner is different from the usual set up. The table for romantic dinner have complete set of cutleries starting from the Appetizer fork, soup spoon, main course (usually using the steak knife and table fork) and dessert fork as well.

This topic, make me learnt more about setting up a fine dining table.

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Shift Start at 5pm end at 1am

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Rest Day...

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"How To Recover Guest Complaint"

Base on the training form topic this day we were discussing about the way to recover guest complaint. According to what was explained by Mr. Lon

It is a nature in service sector to get complaint from guest because different people come with different perspective.
Particularly in F&B, the cause of complaint my be vary.

Some people getting mad due to a long waiting time for their food. Some might get moody because their food is not as expected. Hungry make the feeling even more worst.

Therefore, there are few way/step to recover their complaint:
1. Start with a sincere apologize to the guest. State that you're really sorry for what had happened.
2. Offer them something as a return to cheer them up or to cool them down. some offer can be made are:
- free drink since they are waiting for too long
- offer to change to a new food if what they are having is not met with their taste.
3. Speak politely.

base on this discussion today and with my real experience at the bar, I have learnt a lot in handling  and recover guest complaint. :)

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Today, my shift start at 10am and end at 6pm. However I need to stay back for overtime as the bar will be having a function.

The dinner were handled by Mr Lon and assist by a senior staff name Aiman or also known as Abang Jo.

At 7pm I went to the beachfront, fold few napkin, light up the candle, and fill the goblet with water. around 8pm the guest start coming having their dinner.

I was assigned by Mr Lon to clear the table whenever the guest finish eating. around 11pm, the guest start leaving the venue.

Then..Me, Abang Jo and Mr Lon start clearing all the set up. All stuff were stored in a store room. Everything is settle at 1am.

Outcome:
1. I have learn about teamwork. If together we do it, then everything become easier and settle fast. 😊

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Shift start at 5pm end at 1am

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Shift start at 5pm end at 1am

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Today my shift start at 5pm and end at 1am.
As usual, I was assigned to the sofa area. I have to take order and bring the order to the guest.

Today I start learn how to make call to other kitchen to order some food that not available at the bar (the cheese cake for dessert) and pick up the food from other kitchen.

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Today I learnt about how to take out the inventory base on the listed item necessary in the bar.

I assisted Ikmal the senior staff to pick up several item. basically, all the item taken must only base on the listed item signed by the bar manager, any in and out item must be recorded.

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Off day :))

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Shift start at 5pm and end at 1am

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"How to Unfold Napkin: Service Sequence"

Today my shift start at 5pm and end at 1am.
Overall, base on the training form, the practice today is about the service sequence.

In F&B, the service start at the front of the outlet with a Hostess get a table for guest. The waiter then seated the guest and unfold the napkin, maki it triangle in shape and then place the napkin on the guest lap.

After that, the waiter have to give the menu book to the guest, take the guest order and past the captain order to the kitchen, cashier and bartender.

Their order then will be serve course by course starting from appetizer, soup, main course, and dessert.

Make sure the the guest sign their check or settle their bill before leaving.

Overall, I have learnt in deep about a proper fine dining service sequence..

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Shift start at 5pm end at 1am
"Top 14 Food Allergies"

This day, based on the training form, we discussed about the same topic from the previous day which is "Top 14 Food Allergies".
It is important to keep remind among the personnel about food allergies because it involve guest health and life

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12noon 8pm

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Shift Start at 5pm and end at 1 am.

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Shift Start at 5pm and end at 1 am.

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Rest Day :))