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INDUSTRIAL TRAINING PRESENTATION  ( HPT40108 )

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BORANG PENILAIAN PRESTASI PELAJAR & PADLET

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FRONT OFFICE / SPORT & RECREATION DEPARTMENT

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FRONT OFFICE / SPORT & RECREATION DEPARTMENT

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> Week 1 - 9 ( Front Office )

> Week 9 - 16 ( Sport & Recreation )

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REPLACEMENT PUBLIC HOLIDAY

( RPH )

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Today, my job involvesining and cleaning the pool and gym area at Colmar Tropicale. This responsibility is crucial to ensuring that both areas are always clean, safe, and comfortable for guests to use.

The afternoon, Mr. Zul, my chief executive, had a meeting with my faculty supervisor, Dr. Ruzanifah this meeting is a space and an opportunity to discuss important matters related to my industry training and get feedback on my progress.

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In the morning, I stayed in the pool area to pack and fold towels from the laundry, make sure that towels are neatly arranged and available for guests to use at the pool.

Next, I proceeded to clean the gym. I mop the floor to make sure the area is comfortable and clean for guests to use

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Today, my job was to discuss with my colleagues and search for suitable music for the LED Show, which will replace the fire show, every friday and saturday night.

We wanted to select the correct music for each movement and add visual effects with LED lights to interest the audience.

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Today, my job is to manage the target shooting and archery activities with my master.

Throughout the day, make sure everything is set up properly and safely. If guests want to participate, I explain the prices and rules for each activity for target shooting, the fee is RM 20 for 20 pellets. Archery, RM 10 for 10 arrows.

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In the morning, I arrived at Adventure Park and participate the canopy walk and flying fox activities with the guest

This experience allowed me to enjoy the beauty of nature, and my master make sure all safety measures were in place

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In this morning, I cleaning the swimming pool area, swept away the dry leaves that had fallen around pool. Next, I organized the lounge chairs around the pool

Also interacted with day trip guests who passed through the pool area. Many of them had questions about the resort’s amenities and services

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Today was my first day working in the Sports and Recreation Department. It was an exciting and new experience, and I started the day by getting to know the team.

My first task was to help clean the swimming pool area, checking the water quality, cleaning the pool deck, and arranging the lounge chairs neatly

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6 - 7 of May 2024

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8 - 9 of May 2024

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My first task was to organize the registration cards for guests who will be checking in tomorrow, ensuring that each registration card was printed accurately and then arranging them in order

Also handles guest calls. This involves responding to their questions and accommodating any requests they may have, such as extra towels, mineral water, or floor mats. After recording their request, I asked the housekeeping on WhatsApp group to send the necessary things to the guest room as quickly as posibble.

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Our day started with an important briefing from Sir John Mark, who reminded us to always deliver our best when providing services to our guests

As part of my daily routine, I also focused on updating guest profiles. This involves ensuring that all guest information in our system is accurate and up to date

Compile and analyze guest statistics, this duty entails gathering demographic data about our guests, including their race, nation of origin, and other relevant details.

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Sir John Mark gave a crucial briefing today and shared insightful advice on how to professionally manage guests' emotions

My next task after the training was to find out if the guests had paid for their reservations. I received guidance from my superior on how to check the status of my payment

I also took some time to investigate the " Opera system", which is used to handle reservations and visitor data. My superior assisted me in learning how to utilize the system, find visitor information, update data, and verify payment statuses

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My supervisor led me through the closing processes I needed to follow at the end of my shift, which ensured that all transactions and records for the day were correctly finished and sorted

My cashier ID is 585, and I will use it to log in and out of the system for transaction processing. Using this ID allows me to log all transactions done during my shift and maintain correct records

My supervisor highlighted the significance of arranging the reports in the right sequence after printing the report

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Today, I had the opportunity to room tour the Colmar Tropicale Resort with my superior , Ms Isya

Our tour covered main block , Camelia , Azalea, Brunfelsia, Fuchsia, Euphorbia, Gazania, and Heliconia

The room tour was enlightening, giving me a thorough insight of the various rooms available at Colmar Tropicale Resort. Each block has a distinct charm and caters to different guest interests, offering a wonderful stay for everyone

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Today, I had an important briefing with Sir John Mark about a water problem that our resort is currently experiencing. The water has grown a yellowish, so we need to warn our guests in a considerate and effective manner.

While the water remains safe for use, its appearance could be concerning for guests. Clearly inform guests about the water discoloration issue upon check-in.

Offer sincere apologies for any inconvenience caused and ensure that guests know we are actively working to resolve the issue as quickly as possible.

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I am Norzianah binti Mohd Jefri from Universiti Malaysia Kelantan (UMK). I would like to express my heartfelt gratitude to Colmar Tropicale Management for accepting me as an internship student

I am particularly thankful to the front office department and the sports and recreation team for their warm welcome and invaluable guidance. This opportunity is helping me gain practical experience and develop my skills in a professional growth, Thank you so much Colmar Tropicale, for believing in me and providing me with this incredible opportunity.

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Today, my objective was to understand customers' preferred views at Colmar Tropicale and acquire information about attractions from random guests

My superior explained that many guests have specific preferences when it comes to the view from their rooms. Some may prefer golf view , square view , and nature view

To collect this information, I asked them about their preferences and noted during check-in

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Today was a hectic day because of the school holiday, as usual, I was in charge of the swimming pool and gym. There were many guests swimming and using the gym facilities

I assisted guests there as well, ensuring they had everything they needed

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Meet with Mr. Asikin from HR department for a brief session to complete all necessary forms as an intern student

Received work attire from the housekeeping department

Medical check-up with the resident doctor before starting work tomorrow

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'' Welcome on board! ''

Front office trainee,

Today was my first day as a trainee in the front office, and it was filled with learning opportunities. I was warmly welcomed by the team

Received an training of the front office area, and practice basic tasks such as " greeting " guests and answering phone calls independently.

Standard greetings for Colmar Tropicale , " Bonjour ! Thank you for calling colmar tropicale my name is Norzianah , how may I assist you ? "

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General overview briefing about the company product and SOP, by Mr John Mark , Duty Manager

Assisted photocopy guests IC for resort records

Learned call external number ( guest )

using office phone

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Learned about different room types within the resort from my supervisor, Mr Rohaimi

During our session, we discussed the various room categories offered and their unique features and amenities

Practise explaining room types and the block names of resort

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Learned how to assist guest to fill in the registration form

For example, " may I kindly ask you to fill in our registration form? "

" Need your vechicle number, mobile phone, email , read terms and condition, and your signature "

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Briefing with duty manager Sir John, Mark about how to deals with guest professionally

As trainee if guest informs of anything or has any concerns, make sure to inform superior ( what guest comment / concern need to take action or improve )

Learned how to manage emotions, if not feeling well, avoid showing a bad mood or negative expressions to the guests.

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Briefing with Sir John on the Standard Operating Procedures (SOP) for handling both internal and external calls

Pick up the phone within three rings and start with a professional greeting

Received first call from guest for their booking

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My main task was to learn how to make courtesy calls to our guests

The most important thing I had to do was learn how to give our guests polite calls, which is a vital component of providing superior customer service and guest happiness

Following up with guests over the phone to inquire about their stay and handle any issues they may have is known as a "courtesy call"

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Today, I had an important briefing session with my manager, Mr. Amin Syadikin Bin Md Kamal

During the session Mr. Amin underlined the significance of providing our guests with a smooth and inviting check-in experience. He gave a step-by-step guidance on how to efficiently manage guest check-ins

While my supervisor, Ms. Fatihah, placed a strong emphasis on product knowledge, which gave me the knowledge I needed to improve the guest experience

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Public Holiday !

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It was my first morning shift I started working at 7 AM and finished at 3 PM

The first task of the day was to check with the night shift team to receive any handover notes, if any my colleagues from the night shift provided a detailed handover

After confirming the details, need print copies of the arrival list. These copies were handed to the Rabbit Park teams and the entryway

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My primary responsibility today was to print out the arrival lists for today's guests as well as the in-house guest

Prepare an arrival list because the rabbit park and entrance teams will collect it every morning at the front office

These tasks are part of the endeavor to make all guests feel welcome and provide the best services possible at all of Berjaya Hills' attraction places

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Today, my responsibility was to coordinate guest arrivals at the front office, ensuring that each guest had a warm and efficient welcome

Once at the front desk, I started the check-in process by confirming the guests' reservations in our opera system. I requested each attendee to fill out a registration form that included their personal details and contact information

After the form was completed, I proceeded to collect the Lestary fee from the guests. The guidance and mentoring of my superiors was instrumental in helping me develop the skills needed to effectively manage guest arrivals

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3 PM to 11 PM is my first night duty at Colmar Tropicale Resort. Important duties during the shift included responding to incoming calls from external sources, making polite calls to guests, and managing guest requests

Throughout the evening shift, I also answered calls that came in from other sources. These could be questions regarding bookings, general resort information, or service providers

Working my first night shift was a great learning opportunity that helped me hone my customer service methods, communication abilities, and capacity to manage a variety of call kinds

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At Colmar Tropicale, I received training from my superior on how to effectively manage point-of-sale ( POS ) transactions for auxiliary fees related to each guest, day, and room

My superior explained the significance of POS transactions for Lestary fees. These fees are normally applied to all guests that visit Colmar Tropicale

Throughout the training session, my superior highlighted the significance of attention to detail and accuracy when processing POS transactions. They also provided ideas on how to manage any questions or complaints from guests about their lestary fees professionally

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I focused on learning how to queue guest rooms in the Opera system, a crucial task for managing room assignments and ensuring a smooth check-in process

With the guidance of my superior, I gained a thorough understanding of this important function

My superior highlighted the significance of communicating with the housekeeping personnel to ensure that the rooms are prepared

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The resort is beautifully decorated to celebrate Eid Mubarak, with traditional lanterns, ketupats and colorful raya wrappers, and a festive atmosphere. Many guests arrived excited to enjoy the holiday atmosphere

Today, my responsibilities include assisting my supervisor in managing a high of guest during check-ins while ensuring each guest receives a warm welcome and quick service

Managing guest check-ins during Eid Mubarak was a great experience, complete with festive cheer and a large number of guests. Ensuring a seamless check-in process, preparing key wallets, explaining room details, and answering incoming calls were critical to giving outstanding service to our guests.

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The second day of Eid Mubarak at Colmar Tropicale Resort was full of festive cheer and many guests checking in

I assisted guests with various needs and requests. Whether it was providing directions, arranging for extra amenities, or addressing concerns, I ensured that each guest received prompt and courteous service

After the check-in process was complete, I prepared the key wallets for the guests, each key wallet contained their room key cards.

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My task was how to manage the Lost and Found item (L&F) at front office department, an essential task for ensuring that items left behind by guests are properly handled and returned

When employees or guests turn in found items, they are entered into the Lost & Found database. The log includes a full description of the object, the date it was discovered, the area where it was discovered, and the identity of the person who reported it

Learning how to manage the Lost and Found was a valuable experience. It taught me the significance of organizational skills, attention to detail, and effective communication

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The first task of the day was to check in guests. This approach began with a friendly greeting when guests arrived at the front desk. I validated their reservations in our system, confirmed their personal details, and addressed any specific requests they had made during the booking

Once the check-in process was completed, I prepared the key wallets for the guests, I took a moment to explain the room details to the guests. I provided information about the location of their room, directions on how to get there

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Upon guest arrival at the front office, I greet guests warmly and verify their reservations in our system. This involves confirming their booking details, personal information, and any special requests they may have

I handle incoming calls from both guests and outside parties. When I receive a call with a reservation query or a booking request, I promptly pass the call to the reservation department ( 80888)

During check-out, I thank guests for choosing Berjaya Hills Resort and invite them to provide feedback on their experience

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Today, I had an important briefing with Sir Amin our front office manager. During briefing Sir Amin highlighted the significance of communication, with updates available immediately through the WhatsApp group. This platform ensures that information reaches all necessary workers promptly, allowing for response and immediate action

Furthermore, Sir Amin emphasized the importance of double checking any concerns or decisions with a supervisor before acting

Following the briefing, welcoming guests and staff members as they arrived or passed through the lobby. Greeting everyone with a smile and a friendly " Bonjour ! Good Morning ! Selamat Pagi ! "

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Another day at Colmar Resort brings another opportunity for training and improvement, we were reminded of the specific tasks that need to be carried out early in the morning.

To open the hospitality lounge, this involves unlocking the doors, turning on the lights, and opening the windows to let in fresh air

Additionally, we need to ensure that the journal transactions are tally during closing

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My usual tasks involved checking in guests, providing them with their key wallets, and informing them about any complimentary room upgrades

I gave them their key wallets, which included their room key cards and all the important resort information, such room numbers, breakfast time and maps. To ensure they understood how to find their way around the resort and use the facilities, I explain everything in the key wallet.

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We had a briefing with our Duty Manager, Sir Jazsrizal, who introduced a new practice for guest check-ins, from now on, we need to collect a deposit of RM 100.00 during check-in, which can be paid by cash or credit card

Proceeded with my regular tasks. During guest check-ins, I explained the new deposit policy, ensuring guests understood the requirement and the payment options available

I made courtesy calls to checked-in guests. I introduced myself and checked if they were settling in comfortably, addressing any concerns they might have

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My tasks were focused on updating guest profiles, this includes updating contact information, vehicle number and identity card.

Analyzing race statistics, this duty entails gathering data on the demographics of our guests, such as their country of origin and other information.

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Today, I helped my superior with guest check-ins and made key wallets for the new arrivals.

When guests arrived checking process settled, I greeted them warmly and explained important details about their rooms, such as the room number, location, and special amenities.

These tasks are important for providing our guests a smooth and enjoyable experience at Berjaya Hills Resort

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In the morning, I handled guest check outs through the Opera system. This included settling bills, returning room keys, and handling any final requests or concerns that guests had before they departed

During checking guest, greeted them warmly and provided them with important information about their stay, explained the breakfast options available, including timings and locations.

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Handling guest check-outs, part of the checking out process included refunding room deposits. After verifying that the room was in good condition and all obligations were settled, I processed the refund

I provided guests with a receipt for transparency and thanked them for choosing Berjaya Hills Resort

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To start the day, I make sure that all the printers in the front office have enough stock of A4 paper.

Once the printers were ready, I printed out the list of arrivals scheduled for the day. This list included important details such as guest names, room types, and any special requests or preferences noted in their reservations

Proceeded to prepare key wallets for the checking guests. Each key wallet contained essential items such as room key cards, resort maps, and information about amenities and services

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I prepared the key wallets for a group of guests arriving from Ministry Of Agriculture And Agro-Based Industry Malaysia (MOA)

Attended a briefing with my superior regarding the arrangements for romantic dinners. Guests who wish to have a romantic dinner need to fill out a special form. Front office includes making sure these forms are properly completed by the guests and then attaching them to their registration cards

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One of my first tasks was to print out Chorus reservations for incoming guests, ensure that all booking details are accurately reflected, including room preferences, special requests and any additional notes provided by the guest

Handled guest check outs through the "Opera system" . This included settling bills, returning room keys

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Preparing key wallets for three groups arriving from UKM, PERSADA TOUR, BERJAYA VACATION CLUB, which included their room key cards, map, and information of resort.

I took the time to explain important details to the guests, informed them of their room number and provided directions to help them locate their room easily

Received a briefing on photography bookings with my supervisor, during the briefing I learned how to schedule and manage photographic sessions for guests.

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As part of my daily routine, creating entrance tickets for non-guest house visitors, key in the entrance fees into the Opera system

During checking , gave them their key wallets, which included their room key cards and all the important resort information, such room numbers, breakfast time and maps.

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Today, I cleaning the swimming pool area, swept away the dry leaves that had fallen around pool. Next, I organized the lounge chairs around the pool

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In the morning, I assisted guests as they arrived at the pool area, helping them register before using the pool. Provided guests with towels, distributing two towels per room

Maintained the pool area by organizing the chairs and collected the used towels and prepared for laundry

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Cleaning the office area was the first task of the day

I joined Mr. Zul for room inspections in Blocks Azalea, Fuchsia, and Euophorbia. During the inspections, we meticulously checked each room for cleanliness, functionality, and overall presentation. Ensured that amenities such as toiletries, towels, and linens were properly stocked.

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My task is overseeing the pool and gym areas and assisting guests with registration before using the pool.

Ensure the pool and gym areas were clean, safe, and well-maintained, assist guests with the registration process before they could use the pool. This involved greeting guests, explaining the resort's policies for pool usage.

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Went to the front office department to photocopy the daily report for rabbit park

At the pool, assisting and make sure guests have everything they need, prepare towels, and answer questions about pool rules.

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My task today was go to Adventure Park and help set up the paintball area, arrange tires and remove unused wood and clean form the playing field

Make sure safe environment for guests

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Today, I went to the front office department to photocopy the daily report for Rabbit Park

At the pool, assisting and make sure guests have everything they need, I prepare towels, and answer questions about pool rules.

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In the morning, I assisted guests as they arrived at the pool area, helping them register before using the pool. Provided guests with towels, distributing two towels per room.

Maintained the pool area by organizing the chairs and collected the used towels and prepared for laundry

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Today, my executive Mr Zul asked me to shoot a video from Adventure Park to Colmar Tropicale. This video will be sent to guests to help them plan company activities at Berjaya Hills

Started at Adventure Park, filming the main attractions like the canopy walk and flying fox.

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I worked at the swimming pool and gym area, where I helped guests by registering them and giving two towels per room.

Keeping the area clean and safe, be friendly and helpful, assisting guests with any problems or questions. If there were any complaints, I handled them professionally and informed my manager if needed

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Today, my friend Afini and I took on the task of cleaning the fish and duck pond area, started by scooping out the dry leaves

After we finished, we moved on to the swimming pool. Our usual responsibilities, which included registering guests, giving towels, and ensuring that the pool area was clean and safe

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Today, I went to the kitchen in the F&B (food and beverage) department, to get rice for swans and ducks.

Next assisted guest with the registration process before they used the pool

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I worked at the swimming pool and gym area, where I helped guests by registering them

Make sure we had enough clean towels for guests, when guests arrived, I handed them a towel

Keeping the area clean and safe, be friendly and helpful, assisting guests with any problems or questions

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In the morning, I stayed in the pool area to pack and fold towels from the laundry, make sure that towels are neatly arranged and available for guests to use at the pool.

Next, I proceeded to clean the gym. I mop the floor to make sure the area is comfortable and clean for guests to use

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Today, my task was to help my executive Mr Zul, arrange a group for the Explore Race at Berjaya Hills,

Firstly, I helped set up the things needed at the stage. This included arranging equipment and ensuring everything was ready for the event.

Next, I was in charge of the " Toxic Bucket " checkpoint, my responsibility was to make sure the participants understood the rules of the game. Provided clear instructions and monitored the checkpoint to ensure everyone followed the guidelines.

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Today, I cleaning the swimming pool area, swept away the dry leaves that had fallen around pool. Next, I organized the lounge chairs around the pool

Interacted with day trip guests who passed through the pool area, many of them had questions about the operations hours, shuttle bus and Colmar Tropicale outlets.

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Assisted guests as they arrived at the pool area, helping them register before using the pool. Provided guests with towels, distributing two towels per room.

Maintained the pool area by organizing the chairs and collected the used towels and prepared for laundry

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In the morning, I welcomed guests as they arrived at the pool area, assisting them with the registration process before they used the pool. I handed out towels, ensuring each room received two towels.

I also maintained the pool area by organizing the chairs and collecting the used towels to prepare for laundry.

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Today, I went to the kitchen in the F&B (food and beverage) department, to get rice for swans and ducks

Assisted guest with the registration process before they used the pool, make sure to provide each guest with towels, two towels per room.

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Today I cleaned the pool area because monkeys had scattered of the trash bins, Once the pool area was clean, I assisting guests who wanted to use the pool and gym facilities, helped them register, provided them with towels

I attended a meeting with Dr Ruzanifah Binti Kosnin and my supervisor, Ms Nurul Fatihah discussed various aspects of my internship.

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Today, I was in charge of the archery range because some guests wanted to play, make sure everything was set up correctly and safe for guest.

Gave the guests instructions on how to use the equipment and helped them whenever they needed it. It was a fun day, and I also enjoyed with archery.

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In the morning, assisting guest with the registration process before they used the pool or gym facilities, provided towels, ensuring each room received two towels.

If there were no guests at the pool, I continued working on my Padlet journal

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Today, I cleaning the swimming pool area, swept away the dry leaves that had fallen around pool. Next, I organized the lounge chairs around the pool

Interacted with day trip guests who passed through the pool area, many of them had questions about the operations hours, and Colmar Tropicale outlets.

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Today, my task at Colmar Tropicale involves managing target shooting activities, which are part of the resort's Adventure Park offer.

This activity allows participants to engage in shooting towards the specified target, the fee for the target shooting is RM 20 for 20 pallets

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I welcomed guests as they arrived at the pool area, assisting them with the registration process before they used the pool. I handed out towels, ensuring each room received two towels

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Today, my task at Colmar Tropicale is to visit the Rabbit Park and assist the executive in counting the number of animals housed there. Rabbit Park is an attractive destination where it is home to over 200 rabbits of various species.

After counting the number of animals, I attend a briefing on the management of Rabbit Park. This briefing is important to understand the handling and care of rabbits, including aspects of feeding, health, and suitable environment for these animals.

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Today, my job is to maintain the pool and gym area in Colmar Tropicale. One of my primary responsibilities is to assist guests in the registration process before they can use the pool facilities. This is important to ensure safety and hygiene in the area.

This registration process involves filling in names, room numbers, signatures and the amount of towels taken.

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Today my task is office duties to help prepare team building activities, I'm also responsible forining the archery in Colmar Tropicale.

This task is important to ensure safety and a positive experience for all guests who want to try archery activities

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Today, I am tasked with making preparations for the team building activity, this preparation involves some important steps to ensure all aspects of the activity are running smoothly

Next is to go to the storage section to pick up the necessary mineral supply. Mineral water to be given to all participants before the start of the activity

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Today, the rainy weather caused the swimming pool area not to operate, so I spent time in the office preparing the paddlet