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RESUME NURUL SHAFINAZ BINTI ABDUL RAZAK (H21A2595)

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RESUME NURUL SHAFINAZ BINTI ABDUL RAZAK (H21A2595)

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Here is my resume for your review and feedback.

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RESUME NURUL SHAFINAZ BINTI ABDUL RAZAK  (1)

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Thank you to the amazing Front Office team for all the guidance, support, and memories throughout my internship. I’ve learned so much and truly enjoyed working with each of you. Grateful for everything!

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Hi, I'm Nurul Shafinaz!

Front Office Intern

Location: Gambang, Pahang, Malaysia
Education: Bachelor in Entrepreneurship (Hospitality)
Internship Role: Front Office Intern at Mangala Estate Boutique Resort
Internship Period: March 2025 – July 2025

🌱 What I’m Hoping to Learn:
I want to improve my confidence in handling guests, understand real-time hotel operations, and learn how to deliver 5-star service with professionalism and heart.

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Hello and welcome to my internship journey!

My name is Nurul Shafinaz binti Abdul Razak (H21A2595).

I’m excited to begin my internship as a Front Office Intern at Mangala Estate Boutique Resort, which runs from 17 March to 6 July 2025. This opportunity allows me to step into the real world of hospitality, where I can learn how to deliver excellent service and handle front office operations with professionalism.

As I progress through this internship, I am committed to documenting my experiences and learnings in a clear and thoughtful way. I hope my report will honestly reflect the challenges I face, the skills I develop, and the progress I make over time. It’s important to me that the report not only meets the academic requirements but also demonstrates my dedication and professionalism throughout this journey.

Above all, I hope my lecturer finds the report thorough and insightful, providing me with constructive feedback that will help me grow further in my career.

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FHPK INDUSTRIAL ASSESSMENT GUIDELINES

Only for references

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BUKU GARIS PANDUAN LATIHAN INDUSTRI FHPK EDISI 2018

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Industrial Training Application Letter that provided by faculty

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Borang A : Borang Akaun Lepas Tanggung

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Picture: Office at Lebuh Persiaran Tun Khalil Yaakob, Kuantan, Pahang Darul Makmur

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Activity:

My first day as an intern at Mangala Estate Boutique Resort was both welcoming and eye-opening. As a Guest Service Agent under the Front Office Department, I was excited to begin this new journey in the hospitality industry, particularly at such a renowned and serene luxury resort.

Upon arrival, I was greeted by Mr. Syafiq from the Human Resources department. He conducted the initial onboarding session and gave a warm and professional introduction to the resort’s values, culture, and expectations for interns. He explained the importance of delivering exceptional service and maintaining the resort’s high standards when interacting with guests.

Following the orientation, I was introduced to the Front Office team which Mr. Adam Leong is our Assistant Front Office Manager and shown around the key guest-facing areas including the reception, lobby, concierge desk, and guest lounge. I was also given a brief behind-the-scenes tour of staff areas, including the staff pantry, locker area, and office space. This helped me understand how guest service flows smoothly from the back end to the front. Mr. Syafiq also bring us tour around the resort using the buggy so that I will be familiar with the product.

Reflecting on my first day, I felt both challenged and motivated. Although I was nervous at the beginning, the support from Mr. Syafiq and the Front Office team made me feel comfortable and included. I am truly looking forward to learning more about hospitality operations, improving my guest service skills, and growing professionally through this internship at Mangala Estate Boutique Resort.

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On my second day at Mangala Estate Boutique Resort, the focus of my training shifted to developing a deeper understanding of the resort's layout, villa types, and facilities which are key knowledge areas for a Guest Service Agent. The day was both informative and hands-on, as I was expected to begin memorizing the routes to each villa and learn the unique features of every villa type the resort offers.

I was first given a resort map and tasked with familiarizing myself with all the routes to the villas. There are five different types of villas at Mangala Estate: Sara Villa, Jala Villa, Vana Villa, Amani Villa, and the Bungalow. Each villa has its own layout, features, and specialties, which are important to understand so that I can properly assist guests and provide accurate recommendations based on their needs or preferences.

To help reinforce this learning, we went on a second tour around the resort. This time, the tour was more detailed and specifically focused on the villas and their surroundings. I had the opportunity to physically visit and observe each villa, take note of their locations, and begin to understand what distinguishes one from the other. For example, I learned which villas have private pools, better views, larger living spaces, or are better suited for families or couples seeking privacy.

Ms. Marysia, our Front Office Supervisor, personally guided the tour. She was very supportive and explained everything clearly, including the features and selling points of each villa type. Her guidance helped me understand how to match a guest’s preferences with the right villa option during check-in or when handling reservations.

In addition to the villas, I also learned more about the facilities available at Mangala Estate. This includes the swimming pool, restaurant, spa, cycling and jogging paths, recreational areas, and event spaces. Knowing these facilities is essential, as guests often ask for recommendations or directions during their stay.

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Picture: Buggy's Training Session by Ms. Mimi

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On the third day of my internship at Mangala Estate Boutique Resort, I had the opportunity to undergo a buggy training session, an essential part of my role as a Guest Service Agent. Since transportation around the resort is often handled using buggies, especially when escorting guests to their villas or different facilities, it is crucial for front office staff to be well-trained in operating them safely and professionally.

The day began with a short briefing from one of the resort’s senior team members, who explained the importance of proper buggy handling, guest safety, and resort driving etiquette. I was taught the basic controls of the buggy, including how to start and stop the vehicle, operate it in reverse, signal turns, and manage speed appropriately while navigating around corners or slopes within the resort.

After the briefing, we moved on to practical training assist by Ms. Mimi; one of our Front Office team. I had the chance to drive the buggy along various routes throughout the resort, particularly the main pathways connecting the front office to different villas and facilities. It was a good opportunity to reinforce what I had learned on the second day about the resort layout, while also practicing real-time navigation and guest pick-up/drop-off scenarios.

During the session, I also learned buggy driving etiquette around guests for example, slowing down when passing walking guests, stopping to greet them politely, and being cautious in narrow or high-traffic areas within the property. Attention to detail and smooth, controlled driving were emphasized, as they contribute to the overall luxury and comfort experience that Mangala Estate promises its guests.

By the end of the training, I felt more confident operating the buggy and understood its role in providing a seamless guest experience. I also appreciated the hands-on nature of the session, as it allowed me to combine product knowledge with practical service skills.

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Picture: List of extension call for internal

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On the fourth day of my internship at Mangala Estate Boutique Resort, the focus shifted towards developing my telephone communication skills, which are essential in the hospitality industry, especially for those working in the Front Office Department. Today’s training was packed with important procedures and new responsibilities, as we learned how to handle internal and external calls in a professional and consistent manner.

We began with a session on the correct way to answer phone calls, including how to greet the caller, identify the department, and offer assistance clearly and politely. Since we represent the front office—the face and voice of the resort—our communication over the phone must reflect the resort’s high service standards. We were taught to always speak with a friendly tone, maintain clarity, and follow a set telephone script to ensure uniformity and professionalism across all staff. For example, when answering external calls, we were instructed to greet the caller with:
“Good morning, thank you for calling Mangala Estate Boutique Resort, this is Shafinaz speaking, how may I assist you?”

In addition, we were given training on how to handle internal calls, which are frequent and essential for daily operations. We must be able to connect quickly and correctly with other departments such as housekeeping, maintenance, the restaurant, and the buggy team. This means we must memorize and use the correct extension numbers to ensure smooth and efficient communication.

A list of all internal extensions was provided, and we were encouraged to start memorizing them so we can operate more independently and confidently when handling guest requests or coordinating services. As front office interns, we play a central role in linking different departments, and mastering the internal call system is part of being proactive and reliable in our role.

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Picture: List of bed type for each villa

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On the fifth day of my internship at Mangala Estate Boutique Resort, the training focused on a crucial aspect of front office operations—understanding the types of beds provided in each villa category.

As front office staff, we are often the first point of contact when guests inquire about their accommodations. One of the most common questions relates to bed configurations, particularly for families, couples, or guests with specific sleeping arrangements.

During the training, we were given a detailed villa and bedding list, and we learned the following key points:

Some villas are equipped with twin beds, ideal for friends or guests who prefer sleeping separately.

Other villas offer twin beds that can be converted into a king bed, using a bed topper and proper alignment. This flexible arrangement is especially useful when guests request a king-sized bed in a twin-bed villa.

Several villas come with a fixed king-size bed, which cannot be modified. These villas are typically assigned to couples, honeymooners, or guests who specifically request a large, shared bed

We were encouraged to start memorizing which specific villas fall under each category, as this information is important during guest check-in, room assignment, and reservation confirmation.

In addition to understanding the bed setups, we were reminded of the importance of proactively offering solutions when guests have specific preferences.

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Picture: Preparing Cold Towels for Refreshment and Comfort

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On my sixth day of internship, we were introduced to another essential part of the guest arrival experience which is preparing cold towels, which are offered alongside welcome drinks to guests upon check-in.

Our Front Office Supervisor, Ms. Marysia, personally guided us through the cold towel preparation process. She explained that the presentation and scent of the cold towels are just as important as the welcome drink, as they help guests feel relaxed and cared for immediately upon arrival.

The preparation process was broken down step by step:

1. Soaking the Towels:
The towels must be soaked for at least one hour in clean water. During this time, a few drops of aroma essential oil are added to the water. This gives the towels a pleasant, refreshing scent, often using fragrances like lemongrass or eucalyptus, which are calming and rejuvenating.

2. Folding the Towels:
Once soaked, the towels are gently wrung out and folded neatly. Presentation is important, so we were shown different ways to fold the towels to maintain a clean, elegant look when handed to guests.

3. Storing in the Refrigerator:
After folding, the towels are placed in a clean container and stored in the refrigerator. This ensures they are perfectly chilled and ready to be offered to guests as soon as they arrive at the resort.

Throughout the training, we were reminded that consistency is key. Every guest should receive the same high-quality service, and that includes the scent, temperature, and presentation of the cold towels.

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Picture: Standard Operating Procedure: Serving a Welcome Drink

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On the seventh day of my internship, we focused on learning the procedure for serving the welcome drink to guests upon their arrival at Mangala Estate Boutique Resort. This part of the guest experience is important as it sets the tone for their entire stay and reflects the resort’s commitment to hospitality and comfort.

Our training began with an introduction to the types of welcome drinks provided by the Food & Beverage (F&B) department throughout the day. We were taught to familiarize ourselves with the names, ingredients, and characteristics of these drinks so that we could confidently answer any guest questions.

During the practical training, we practiced the proper way to serve the welcome drink and cold towel. We were instructed to greet guests politely by saying:
“Welcome, please have a seat. Enjoy our welcome drink, Kedondong, along with a refreshing cold towel.”

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On the eighteenth day of my internship, I was on my scheduled off day. This rest day was part of the regular shift rotation and allowed me to take a break and recharge before returning to work the following day.

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On the ninth day of my internship at Mangala Estate Boutique Resort, the training centered on the proper way to serve the welcome drink, with a strong emphasis on body language, professionalism, and teamwork.

Today, we practiced coordinating with the rest of the front office team to ensure a smooth and efficient guest arrival experience. The front office team stationed at the lobby would welcome the guests and assess the number of people in the group. Based on their count and instructions, it was our responsibility to make sure that the welcome drinks were prepared and placed on the table before the guests were seated.

This required quick action while maintaining a professional and polite demeanor. We were reminded that speed should never compromise the quality of service or the guests’ comfort. Every movement, from carrying the drinks to greeting the guests, should be done with grace and attentiveness.

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Picture: Making summary for the inquiries

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On my tenth day of internship, I received training from Ms. Mira on how to properly handle and compile guest inquiries made through WhatsApp, which is one of the resort’s main communication platforms. This task is part of the daily responsibilities for the evening shift and plays an important role in guest engagement and sales follow-up.

We were shown how to go through the WhatsApp messages received on that particular day, identify inquiries related to room bookings, package questions, or other services, and record them in a report format. The compiled report is then submitted to the Operations Manager for review.

There are three folders that must be completed each evening:

1. Guest Information Record:

We record the guest’s full name and phone number from the WhatsApp chat.

2. Inquiry Details Log:

This includes a summary of what the guest was inquiring about, such as room availability, stay dates, or requests for more information.

We are expected to summarize clearly and professionally.

3. Sales Summary (if applicable):

If the inquiry results in a confirmed booking or closed sale, it must be clearly stated in this folder with full details of the transaction or arrangement.

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On my eleventh day of internship, I was temporarily assigned to assist the Food & Beverage (F&B) Department during the Ramadan buffet service held at the resort’s event hall. This instruction came directly from Mr. Adam Leong, and it provided me with valuable cross-departmental experience, allowing me to better understand the coordination involved in large-scale guest service.

Upon arriving at the hall, I was introduced to Mr. Syafirul, the Executive Supervisor from the F&B team. He gave me specific instructions regarding my duties for the evening. I was assigned to oversee the oblong tables in Row 1 and Row 2, which included:

Monitoring guest needs discreetly

Collecting used plates and glasses that guests no longer needed

Ensuring the table remained clean and presentable at all times

Although my primary role is in the Front Office Department, assisting during the buffet allowed me to see another side of guest service, particularly how attention to detail, cleanliness, and responsiveness play a key role in maintaining a high standard of hospitality.

This experience also highlighted the importance of teamwork across departments, especially during busy or high-traffic events like Ramadan dinners. I learned how to observe guest behavior closely, when to approach the table politely, and how to maintain efficiency while working in a fast-paced environment.

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Picture: Day 2: Overseeing the Ramadan Buffet at the Hall

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On my twelfth day of internship, I was once again assigned to assist the Food & Beverage (F&B) Department for the Ramadan buffet service.

Today’s buffet was less crowded compared to the previous night, and therefore, the setup was more minimal. Instead of using the oblong tables as we did yesterday, the team only prepared square tables to accommodate the smaller number of guests.

I continued assisting by:

Monitoring the square tables for cleanliness

Clearing any used plates, glasses, or cutlery

Making sure guests were comfortable and that the dining area remained tidy throughout the evening

Even though it was less busy, the same level of attention and professionalism was required. I learned that consistency in service must be maintained regardless of how many guests are present. Working with the F&B team also helped me improve my communication skills, as I had to coordinate with the servers and stay aware of guest movements.

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On my thirteenth day of internship, I was assigned to the morning shift, which runs from 7:00 AM to 3:00 PM. During this shift, one of my main responsibilities was to charge credit cards and post deposits into the system, which is Opera Cloud.

I received proper training on how to use Opera Cloud, particularly in handling payments. It is important to identify and select the correct payment method, which could be City Ledger, AsiaPay, Bank Transfer, Visa, or Mastercard.

I was required to process charges for bookings made through online travel agents (OTAs) such as Hotelbeds, Booking.com, and others. These tasks demand accuracy and attention to detail, as the charges must match the booking details and the correct payment method must be applied accordingly.

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Picture: Selamat Hari Raya Aidilfitri from Front Office Deparment with our Operation Manager ; Mr Johan Kasper

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On the fourteenth day of my internship, the team celebrated Eid. As part of the celebration, our Assistant Front Office Manager, Mr. Adam Leong, requested us to wear Baju Kurung, even though we were scheduled to work during the festive occasion.

Unfortunately, on that day, Marysia was involved in a buggy accident while transporting guests. As a result, I had to manage the reception area alone, which was quite challenging. However, I was able to handle the responsibilities effectively and ensured that all tasks at the front desk were carried out smoothly.

Thanks to the extensive training I received earlier in various front office procedures, I was able to perform my duties independently and confidently, including guest check-ins, answering inquiries, and coordinating with other departments when needed.

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Picture: Printing some reservation and put in the folio

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On the fifteenth day of my internship, I was once again scheduled for the morning shift, from 7:00 AM to 3:00 PM. The day began with reviewing the reservation list and room assignments to ensure everything was in order for the guests who were expected to arrive.

One of my key responsibilities was to double-check all bookings and reservations for the day. This involved verifying guest details, ensuring that the correct room types were assigned, and checking for any special requests or remarks such as early check-in, extra beds, or honeymoon setup.

I also handled the charging of Virtual Credit Cards (VCC) for bookings made through online travel agents (OTAs) such as Agoda, Booking.com, and Hotelbeds. Once the payments were successfully processed, I proceeded to post the transactions into the Opera Cloud system, ensuring that each payment was correctly recorded under the appropriate folio and payment method.

In addition, I filed all the printed booking documents, payment slips, and guest details into their respective folio files, arranged by room number. This is part of the hotel's standard operating procedure to keep records organized and easily accessible during the guest's stay.

To ensure a smooth and efficient check-in process, I prepared the room key cards in advance based on the day's arrivals. I also ensured that the registration forms and any relevant welcome letters or information sheets were printed and ready.

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On the sixteenth day of my internship, we had a high number of guest arrivals as it was the Raya holiday. It was a very busy shift, but a good opportunity for me to learn and improve.

I was assigned to assist with the personalized check-in process, which is the standard at Mangala Estate. Although I’ve done guest check-ins before, Ms. Mira provided me with the full SOP and shared her personal notes on areas I could improve. This helped me understand each step more clearly and apply the correct procedures during check-in.

Unlike the usual fast check-ins, Mangala focuses on a 30-minute personalized check-in experience. The steps include:

Welcoming the guest at the entrance as soon as they arrive

Escorting them to the lobby and offering a welcome drink and cold towel

Collecting their IC or passport, printing the copies, and preparing the documents

Offering a short 5-minute welcome massage while waiting

Proceeding with guest registration and collecting:

Sustainability Tax (Stax) – RM3 per night

Tourism Tax (Ttax) – RM10 per night (for international guests)

Once all documents and payments are complete, we continue with a resort briefing. I explained the available facilities such as the restaurant, recreation centre, kids’ room, and other services. Finally, I escorted the guest to their room and gave a room introduction, showing how to use key features like the lighting, air-conditioning, and minibar.

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On my seventeenth day of internship, I was on medical leave (MC) due to feeling unwell. My supervisor, Mr. Asyraf, kindly brought me to the clinic for a check-up and treatment. I then informed Mr. Adam, our Assistant Front Office Manager, about my condition and submitted the medical certificate.

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On the eighteenth day of my internship, I was still on medical leave (MC) as I had not fully recovered. I continued to rest as advised by the doctor to ensure a proper recovery before returning to work. I kept my supervisor updated regarding my condition and ensured all necessary documentation was submitted.

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Picture: Learning about buggy's charging

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On the nineteenth day of my internship, I returned to work after taking proper rest and recovering from my illness. I was assigned to learn about buggy operation and maintenance, which is an essential part of guest service at Mangala Estate Boutique Resort.

Under the supervision of Mr. Hari and Mr. Sam, our experienced buggy drivers, I was taught the standard procedure for charging and handling the buggy. This training was crucial to ensure the buggy remains in good working condition and safe for daily use.

The steps I learned include:

Lifting the buggy seat to access the battery compartment.

Switching off the main battery switch before charging. This is important to prevent battery drainage and to ensure the buggy remains in a safe condition while charging.

Allowing the buggy to charge fully while remaining switched off.

Once the charging is complete, turning the switch back on before operating the buggy.

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On the thirteen day of my internship, the focus of our training was to understand the special offers and packages currently available at Mangala Estate Boutique Resort. It is essential for us to have a thorough understanding of these packages so that we can confidently provide information to guests and handle inquiries with accuracy and professionalism.

We were introduced to main packages, each tailored to different guest needs and experiences:

1. BAR Rate (Best Available Rate)

The standard rate offered for room bookings without additional inclusions.

Flexible and typically used for guests who prefer a basic stay without add-ons.

2. Mangala Experience (3D2N)

A full experience package for guests staying 3 days and 2 nights.

May include activities, wellness sessions, and selected meals depending on the current promotion.

Designed to give guests a full taste of Mangala’s natural and relaxing environment.

3. Sajian Nusantara (Seasonal – Ramadan Only)

A buffet-style package available during the Ramadan period.

Features a special iftar buffet showcasing traditional Malay dishes.

Attracts both in-house guests and outside diners during the fasting month.

We were advised to memorize the details of each package, including what is included, the duration, any additional costs, and who it is best suited for. This information is crucial when assisting guests during check-in, handling booking inquiries, or suggesting upgrades.

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On the twentieth day of my internship, I focused on learning how to properly create and program key cards for guest rooms. This task is important for ensuring a smooth check-in and check-out experience.

I was taught how to set the correct check-out time on the key cards, especially for guests who have requested late check-out. It is essential to program the key cards accurately to avoid any issues with room access, which can affect the guest's overall experience.

In addition, I also learned how to update and manage master keys used by other departments such as Housekeeping. These master keys allow staff to access multiple rooms when needed for cleaning or maintenance. I was trained to ensure the programming of master keys is done securely and according to the hotel's SOP.

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On the twenty-first day of my internship, I was introduced to the procedures for handling the safe box located in the back office, which is used to store important keys and utility cards for various departments.

I learned that if any staff member from another department needs to borrow a key or card, they must follow a proper procedure:

1. Sign a key request form by writing down their name, department, purpose, date, and time.

2. Be assisted by the front office team throughout the process.

3. Once the key is handed over, we are required to take a photo of the staff holding the key as proof of release.

4. This photo must then be shared in the front office group chat to ensure all team members are aware of the key’s current holder and location.

This process ensures accountability, transparency, and security in managing access to resort facilities. It also trained me to be more responsible and organized when handling sensitive front office duties.

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Picture: Introducing new Reservation Manager

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On the twenty-second day of my internship, I took part in the afternoon briefing session, which was held after the morning shift ended. These briefings are important for ensuring a smooth handover of tasks and information between the morning and afternoon teams.

Before the briefing officially began, we were introduced to the new Director of Reservation, Ms. Prasina. She was welcomed to the team, and we were informed about her role in overseeing reservation operations and coordinating with the front office to improve efficiency and guest satisfaction.

After the introduction, Mr. Adam, our Assistant Front Office Manager (AFOM), conducted the operational briefing after returning from the Head of Department (HOD) meeting. He shared updates and reminders related to the day’s arrivals, emphasizing that the resort would be experiencing high occupancy, including both group bookings and FIT (Free Independent Traveler) guests.

We were advised to ensure all check-ins and preparations run smoothly and efficiently, with extra attention given to group arrivals. All departments were reminded to stay well-coordinated to maintain excellent service throughout the busy period.

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Picture: Fire Drill Training for Mangala Staff

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On the twenty-third day of my internship, I participated in a fire drill training organized by the resort as part of its safety and emergency preparedness program. The session was attended by staff from various departments to ensure everyone is well-informed and equipped to respond correctly in case of an emergency.

During the training, we were briefed on the standard fire evacuation procedures, including:

Recognizing the fire alarm system

Safely evacuating guests and staff from different areas of the resort

The proper use of fire extinguishers and fire safety equipment

Assembly point procedures and how to perform a headcount to ensure all guests and staff are accounted for

Communication roles and coordination between departments during a fire emergency

The drill was supervised by the resort’s Safety Officer and supported by security and engineering teams. We also had a short demonstration on how to operate a fire extinguisher and were allowed to practice it ourselves.

This training was a valuable experience that taught me the importance of staying calm, acting quickly, and following protocol in emergency situations.

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On the twenty-fourth day of my internship, I was assigned to the morning shift. One of my main responsibilities for the day was to prepare the key cards for the group arrivals scheduled for later in the day.

As group arrivals require more coordination, I had to prepare in advance by ensuring there were enough key holders and programmed key cards ready before check-in time. This task involved:

Verifying the rooming list for the group

Ensuring each key card was programmed accurately with the correct room number and check-out date

Double-checking that the number of key cards matched the number of expected guests

Arranging the key holders neatly for easy distribution during check-in

Preparing in advance helped ensure a smooth and organized check-in process, especially for large groups where efficiency and accuracy are crucial. This task also strengthened my ability to plan ahead and pay close attention to detail in guest service preparation.

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On the twenty-fifth day of my internship, I was not on duty as I had requested a day off in exchange for the days I worked during the Raya holiday period. Since I was scheduled to work during the festive season, I was allowed to utilize one of my Raya replacement holidays as agreed with the management.

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On the twenty-sixth day of my internship, I was on leave as I had requested to use one of my public holiday replacement days. This request was made in consideration of the days I had previously worked during public holidays, particularly during the Raya festive period.

The leave was approved by my supervisor, and I ensured proper communication with the front office team to avoid any disruption in operations.

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On the one hundred and fifth day of my internship, I was on my scheduled off day. After several busy days handling full occupancy, guest check-ins, villa preparations, and back-end operations, this break was much needed to allow both physical rest and mental recovery.

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On the one hundred and sixth day of my internship, I was assigned to the morning shift, and we received a new update from the Recreation Team. They introduced a revised template for recreational activities, which was designed to help the front office team provide clearer and more engaging information to guests during check-in or inquiry.

The new template includes a detailed list of all available activities, complete with schedules, age suitability, and venue details. Notably, the Recreation Team also introduced two new activities: milkshake making, which is particularly fun and interactive for kids, and traditional leaf weaving, a cultural craft experience that allows guests to explore Malaysian heritage.

We were briefed on how to explain these new additions to guests, including how to highlight their unique features and benefits. Having a standardized template also makes it easier for the team to stay consistent when communicating with guests, whether face-to-face or through WhatsApp inquiries.

This update not only improved my product knowledge but also reminded me how collaboration between departments helps enhance the overall guest experience. By staying informed and confident in explaining available activities, we contribute to a more enjoyable and memorable stay for our guests.

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On the one hundred and seventh day of my internship, I was assigned to assist the Recreation Team by leading one of the resort’s guest activities—towel art folding. As part of the resort’s effort to enhance the guest experience through interactive and culturally engaging programs, I was given the responsibility to demonstrate and teach towel folding to guests.

The activity was conducted at the designated recreation area, where I introduced the basics of towel art, including how to fold towels into elegant and creative shapes such as swans, flowers, and hearts. I guided the guests step by step, offering assistance and ensuring everyone was engaged and enjoying the process.

Many guests, especially those traveling with families, appreciated the activity as it allowed them to learn something new in a fun and relaxed environment. The session also provided a great opportunity for me to interact with guests more closely, showcase the hospitality spirit of the resort, and represent the team with confidence and enthusiasm.

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On the one hundred and eighth day of my internship, I was tasked with delivering welcome fruits to the villas. Normally, this task is done using the buggy lorry, which allows us to carry multiple sets efficiently. However, the buggy lorry was under maintenance, so we had to temporarily use the operations buggy as a substitute.

While delivering the welcome fruit, I noticed that the buggy’s battery was draining unusually fast, making it difficult to continue with the remaining deliveries. Understanding the urgency to complete the task on time, I quickly contacted Mr. Adam to report the issue. I also informed our Front Office teammate, Zafar, who assisted by borrowing a buggy from the F&B Department so we could proceed without further delay.

After handing the faulty buggy over to the Maintenance team for inspection, we resumed the task using the F&B buggy. It had a slightly different handling system than the ones I was familiar with, so I took the opportunity to learn how to operate the new model effectively during the process.

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On the one hundred and ninth day of my internship, I was on the afternoon shift, where I began the day by performing all the standard front office daily tasks. This included checking on the day’s arrivals and departures, reviewing any pending inquiries from guests, and ensuring that the reception area remained organized and ready for guest interaction.

Later in the shift, I was assigned to prepare the Occupancy Forecast (OCC) report. This task involves compiling information on upcoming arrivals, departures, room availability, and expected occupancy levels. Once the OCC was completed, I attached the amenities form, which includes the list of requested or required in-room amenities based on guest profiles and booking details.

The report was then reviewed and shared with the relevant departments to ensure everyone was well-informed and able to prepare accordingly. This helps maintain smooth coordination between front office, housekeeping, and F&B, especially during high occupancy periods.

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On the one hundred and tenth day of my internship, I was assigned to the morning shift, where one of my key responsibilities for the day was to handle a Lost and Found case reported by a guest.

After receiving the report, I verified the item details and cross-checked with the Housekeeping and Security departments to confirm whether the item had been found and logged. Once the item was located and confirmed, I proceeded to update the Lost and Found record in the system and prepared a proper report with all relevant guest details, including the item description, date, and location where it was found.

After completing the documentation, I contacted the guest to inform them that the item had been recovered and arranged for a convenient time for them to collect it. Ensuring accurate communication and proper handling of personal belongings is essential to maintaining guest trust and satisfaction.

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On the one hundred and eleventh day of my internship, I officially completed my final day at Mangala Estate Boutique Resort. It was a meaningful and emotional day that marked the end of a valuable journey filled with growth, learning, and unforgettable experiences.

During the shift, I continued with my regular front office responsibilities, handling guest inquiries and ensuring all tasks were properly managed. Although the day felt routine in terms of operations, emotionally, it was filled with reflection and appreciation. I took time to express my gratitude to the supervisors and teammates who supported and guided me throughout the internship.

One of the highlights of the day was when I received my internship certificate from the HR department, a formal acknowledgment of my contribution and commitment throughout the internship period. I was touched by the recognition and felt proud of how far I had come since my first day.

To my surprise and honor, Ms. Nithia, my assistant human resource manager, also offered me the opportunity to work with them permanently. This offer meant a lot to me as it reflected the trust and confidence the team had in my performance and dedication. It was a reminder that my efforts had not gone unnoticed and that I had truly made an impact.

Looking back, this internship allowed me to gain hands-on experience in multiple areas including guest service, reservations, concierge assistance, event support, report management, and operational coordination. I faced unexpected challenges and learned to respond quickly and professionally—skills that I will carry into my future career.

As I said my goodbyes and handed in my final reports, I felt both proud and grateful for the opportunity to contribute to such a reputable resort. This final day symbolized not just the closing of an internship, but the beginning of a career that I now feel even more prepared and passionate to pursue.

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On the ninety-eighth day of my internship, I was on the morning shift and was introduced to a new Standard Operating Procedure (SOP) related to the handling of the cash float at the front office. The new procedure aims to ensure transparency and accountability in all cash-related transactions throughout the day.

Under this updated SOP, we are now required to record every detail of the cash float movement in a designated logbook. This includes noting the initial amount in the float at the start of the shift, any cash transactions (such as deposits, refunds, or miscellaneous payments), and the final balance at the end of the shift. Each entry must include the amount, purpose, guest room number (if applicable), and the signature of the staff involved for verification.

This process ensures that all cash handling is properly documented and can be audited at any time by supervisors or the finance team. It also minimizes the risk of discrepancies and promotes financial discipline within the front office team.

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Picture: Event Order (EO) for UMPSA Group

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On the ninety-ninth day of my internship, the resort hosted a special event, which required the front office and other departments to be fully prepared in advance. To ensure smooth coordination and guest satisfaction, we were instructed to carefully review and understand the Event Order (EO) document provided by the Sales and Events team.

The EO contained all essential information about the event, including the tentative schedule, number of guests, venue setup, arrival times, special requests, and any VIP arrangements. It served as the master reference for the event and guided us in making the necessary preparations.

As part of the front office team, I reviewed the EO to ensure we were aligned on the timing of check-ins, buggy arrangements, and any additional services that needed to be ready before the guests’ arrival. Understanding the EO also helped me stay updated on the flow of activities, so I could answer any guest questions confidently and provide timely assistance.

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On the one hundredth day of my internship, I was on my scheduled off day. This break provided me with a valuable opportunity to rest and rejuvenate, especially after assisting with the preparations and execution of a resort event the previous day.

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On the one hundred and first day of my internship, I was assigned to the morning shift, where one of my primary responsibilities was to handle Virtual Credit Card (VCC) charges for the day’s arrivals. This is a routine yet critical task in ensuring smooth financial processing for bookings made through Online Travel Agents (OTAs) such as Booking.com, Hotelbeds, and Agoda.

I began by reviewing the reservation list and identifying bookings that required VCC charging. Using the Opera Cloud system, I processed each charge according to the guest’s check-in date and booking source, ensuring that the correct payment method was selected for each transaction. After successfully charging the VCCs, I proceeded to post the payments into the guest folios and double-checked all entries for accuracy.

Proper handling of VCCs is crucial as errors can lead to discrepancies in guest accounts and affect the resort’s revenue tracking. Today’s task reinforced the importance of accuracy, attention to detail, and a strong understanding of payment policies for third-party bookings.

This routine has become one of the core responsibilities during my morning shifts and continues to improve my confidence in managing financial tasks in a real-time hospitality setting.

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On the one hundred and second day of my internship, I was assigned to the morning shift, and one of my key responsibilities for the day was to assist the Finance Department with a request to reprint the afternoon shift closing report from the previous day. This task was necessary due to an error found in the earlier closing, and the finance team required an updated version for their records.

I began by reviewing the Opera Cloud system to locate the specific closing summary from the previous afternoon. After identifying the correct shift and verifying the details, I reprinted the required documents, including the financial summary, posting report, and payment breakdowns. I ensured that all the figures were clear and properly aligned with the front office's recorded transactions.

Once completed, I submitted the reprinted report to the Finance Department and assisted in explaining any missing or unclear entries, ensuring that they could proceed with accurate reconciliation.

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Picture: Sending Welcome Fruit using Buggy lorry

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On the one hundred and third day of my internship, I was assigned to the morning shift, during which the resort was experiencing full occupancy. Due to the high number of arrivals, I was tasked with assisting in the distribution of welcome fruits to all arriving guests.

To ensure timely delivery and maintain efficiency, we used the buggy lorry to transport and distribute the welcome fruit sets to multiple villas. I coordinated with the Housekeeping and Kitchen teams to ensure that each fruit set was prepared correctly and matched the guest’s arrival list. Once the items were ready, I loaded them onto the buggy lorry and began the delivery process based on the guest check-in schedule.

I also made sure that each delivery included the appropriate cutleries and welcome cards, as per the resort’s standard presentation. Throughout the process, I paid close attention to villa numbers and special guest notes to avoid any mistakes, especially since the day was busy and timing was crucial for a smooth check-in experience.

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On the one hundred and fourth day of my internship, I was once again assigned to the morning shift, and the day presented an unexpected but valuable experience in operational problem-solving. Due to the resort being at full occupancy, the demand for cold towels used during the guest check-in process was exceptionally high.

Unfortunately, the Housekeeping Department informed us that the laundry team was unable to deliver clean face towels on time for the day. As a result, the supply of cold towels was insufficient to meet the upcoming arrivals. To resolve the issue quickly, we decided to reuse and wash the previously used face towels ourselves.

We brought the used towels to Mr. Johan’s villa, as it was equipped with a washing machine. Together with a few other team members, I washed all the face towels thoroughly, making sure they were properly cleaned and rinsed. Once the towels were dry, we immediately proceeded to prepare them as cold towels, carefully rolling and chilling them to ensure they were cold and fresh for guest presentation.

Despite the urgency, we managed to complete the process just in time before the peak arrival hours.

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On the ninety-first day of my internship, I was assigned to the afternoon shift, where one of my main responsibilities was handling guest inquiries particularly through WhatsApp and phone. During the shift, I received an inquiry from a guest who was interested in making a direct booking with the resort.

The guest requested detailed information about the available villas and pricing for specific dates. I began by checking the availability and inventory for the requested period through the Opera Cloud system. Once I confirmed the availability, I provided the guest with the correct room rates, which were based on the day and type of villa she selected.

After explaining the villa layout and inclusions, the guest confirmed her interest in booking. I then proceeded to create a direct booking in the system, ensuring all guest details were accurately recorded, including the check-in and check-out dates, room type, number of guests, and any special requests. I also shared the reservation confirmation and payment instructions with her.

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On the ninety-second day of my internship, I was on the afternoon shift and primarily handled guest inquiries regarding villa pricing. One particular guest reached out with a detailed request for information about a specific villa, including not just the room rate but also the total charges inclusive of government taxes and other add-ons.

To respond professionally and accurately, I was tasked with preparing a quotation that included all necessary details. First, I checked the villa availability for the requested dates in the Opera Cloud system, and then calculated the room rate based on the guest’s preferred length of stay. I ensured the quotation included all applicable charges such as the Sales and Services Tax (STAX) and Tourism Tax (TTAX), along with any other requested services or amenities.

The quotation also contained a clear breakdown of the villa category, number of nights, and the final price including taxes so the guest would have a transparent view of the total cost. After reviewing the details with my supervisor, I sent the quotation to the guest through WhatsApp and followed up to assist with any further questions.

This experience helped me improve my ability to prepare formal pricing documents, pay attention to pricing accuracy, and communicate clearly with potential guests.

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On the ninety-third day of my internship, I was on the afternoon shift, and the day began smoothly. I carried out my regular responsibilities which included replying to guest inquiries, checking on villa readiness, updating the reservation list, and assisting with guest check-ins. Everything was well-organized and ran according to schedule during the early part of the shift.

However, later in the evening, we received a complaint from a guest regarding the villa he had checked into. He expressed that the room was too dimly lit, which made it uncomfortable for him to read and relax. After discussing the issue with the team and confirming villa availability, we arranged for a room change to better accommodate his preference.

Once the guest returned from dinner, we assisted with the villa transfer process, including removing and transporting his luggage to the newly assigned room. I ensured that the guest was comfortable and satisfied with the new villa before ending my shift.

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On the ninety-fourth day of my internship, I was on my scheduled off day. After several consecutive days of assisting with guest inquiries, handling reservations, and managing service recovery situations, this break provided a valuable opportunity to rest, reflect, and recharge.

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On the ninety-fifth day of my internship, I was assigned to the morning shift and focused on several administrative tasks that supported both the Operations Manager and the Sales Department.

My first task was to compile all guest feedback received between April and June. This included reviewing feedback forms, WhatsApp messages, emails, and verbal comments that had been recorded by the team. Once all feedback was collected and organized, I formatted the content into a PDF report to ensure it was presentable and easy to review. I then emailed the compiled report to Mr. Johan, our Operations Manager, for his evaluation and record-keeping.

Later in the shift, Ms. Nurul, Director of Sales, requested my assistance with preparing data for a group inquiry. She needed the villa inventory details for a specific set of dates to respond to the potential booking. I immediately retrieved the relevant information from the Opera Cloud system, printed the necessary supporting documents, and emailed the complete details to her as requested.

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On the ninety-sixth day of my internship, I was assigned to the morning shift, where I assisted with the check-in process and room introductions for newly arriving guests. During one of the villa introductions, a guest kindly requested for a baby cot to be placed in the room for their infant.

As soon as I completed the room introduction and ensured the guest was settled, I immediately proceeded to the Housekeeping Department to inform them of the request. I coordinated with Ms. Tikah, a member of the housekeeping team, and we brought the baby cot to the assigned villa together. I also assisted Ms. Tikah in setting up the baby cot properly to ensure it was placed safely and neatly in the room according to the guest's preference.

This experience highlighted the importance of being responsive and attentive to guest needs during the check-in process. By acting promptly and coordinating with other departments, we were able to ensure the guest’s comfort and satisfaction, reinforcing a positive first impression of our service.

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On the ninety-seventh day of my internship, I was on the morning shift and was assigned to handle one of the important operational responsibilities—updating the master key. This task is crucial to maintaining both security and access efficiency across departments such as Housekeeping, Engineering, and Front Office.

Under the guidance of the senior front office team, I was shown how to use the keycard system software to update the access rights for the master key cards. This process involves setting the correct parameters for specific departments based on their access needs and ensuring that the keys are valid within the right time frame. I double-checked the card programming to avoid any room access issues that could inconvenience the team or guests.

After the update, I distributed the newly programmed master keys to the relevant departments and explained the changes made to ensure smooth coordination.

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On the eighty-fourth day of my internship, I was assigned to the afternoon shift and had the opportunity to assist the Recreation Team, specifically Mr. Alif, in organizing a mocktail-making activity for our in-house guests. This activity was part of the resort’s guest engagement efforts to enhance the overall guest experience with fun and interactive programs.

My role involved helping to set up the mocktail station, which included arranging ingredients, preparing glassware, and organizing garnishes and tools required for the session. As the guests arrived, I welcomed them and assisted Mr. Alif in demonstrating the step-by-step process of making the mocktails. I also helped guests during the hands-on session, ensuring they had a pleasant and enjoyable time crafting their own drinks.

Throughout the activity, I observed how important it is to maintain a balance between professional service and friendly interaction. Guests were happy to be involved and appreciated the opportunity to engage with the staff in a more relaxed and enjoyable setting.

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On the eighty-fifth day of my internship, I was given the opportunity to assist Mr. Asyraf with an internal project that involved compiling and organizing a comparison report between our resort and two other properties; The Kasturi and The Royale Chulan Resort. The objective of this task was to evaluate competitors and understand how we could improve our offerings and pricing strategies.

We began the task by collecting relevant data from both properties and then held a short brainstorming session to determine the best way to present the information in a format that was clear, simple, and easy to understand. After reviewing a few layout options, we decided to use Microsoft Excel to organize the information in a straightforward manner, avoiding unnecessary sections that might complicate the report.

To make the report more efficient, we incorporated basic programming functions within the Excel file, allowing it to automatically calculate totals and comparisons. This not only improved the readability of the document but also added a layer of functionality that made the report more user-friendly.

Once the report was completed and reviewed, we submitted it to Mr. Johan for further evaluation. The task allowed me to gain experience in data organization, competitor analysis, and using technical tools to present business information in a professional setting.

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On the eighty-sixth day of my internship, I attended a briefing session on e-invoicing, which was conducted to ensure all front office team members clearly understood the updated procedures for issuing and managing electronic invoices, especially for group and corporate bookings.

The session was led by senior staff members, who explained the step-by-step process of preparing and sending e-invoices to clients. This included verifying the posting master (PM) folio, ensuring all charges such as room, food and beverage, and recreational services were correctly posted and tallied before generating the final invoice.

We were also guided on how to cross-check payment details, attach supporting documents such as registration cards and receipts, and ensure that all billing information matches the reservation summary. Once everything is confirmed, the e-invoice is then submitted to the Sales Department, who will forward it to the person in charge (PIC) from the company or group.

This briefing helped me understand the importance of accuracy, accountability, and timely billing, especially when dealing with corporate guests. It also enhanced my knowledge of back-end financial procedures and strengthened my overall grasp of front office operations that involve coordination with other departments like Sales and Accounts.

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On the eighty-seventh day of my internship, I was on my scheduled off day. After several consecutive days of operational tasks, training sessions, and interdepartmental coordination, this rest day provided me with the chance to relax and recharge.

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On the eighty-eighth day of my internship, I was assigned to assist Ms. Nurul, the Director of Sales, with a group guest inspection. This task was an important opportunity to showcase the resort’s facilities and villas to potential clients, and I was entrusted with handling part of the guest experience directly.

I began by welcoming the guests and bringing them on a buggy tour around the resort. During the tour, I conducted a villa inspection session, where I introduced and explained the features of the different villa types that were proposed for their group stay. I made sure to highlight each villa’s unique characteristics, layout, amenities, and surrounding views to help the guests visualize their experience at the resort.

Following the tour, the guests had arranged a photoshoot session within the property. I continued to assist by staying close to them throughout the shoot, helping with any needs they had, such as organizing props, adjusting settings, or ensuring they were comfortable and well-guided during the session. My goal was to offer attentive and professional support to create a positive impression of our hospitality.

This experience gave me deeper exposure to the sales and marketing side of hotel operations, while also enhancing my communication, presentation, and guest-handling skills. It reminded me how important it is to deliver a seamless and warm experience, especially during site inspections that may influence group bookings.

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On the eighty-ninth day of my internship, Mr. Johan, our Operations Manager, reminded the front office team about the importance of following up with guests after their check-out. He emphasized that we must send a follow-up email to each guest, which includes a summary of their payments and an invitation to provide honest feedback about their stay.

To ensure this process is carried out smoothly and consistently, we created a checklist to track which guests had already received their post-stay emails and which were still pending. This checklist allowed us to double-check each record and avoid overlooking any guests, especially during high-occupancy periods where manual tracking could lead to errors.

The purpose of the follow-up email is not only to maintain transparency regarding charges but also to show that the resort values guest feedback and is committed to continuous improvement. The feedback collected from these emails will later be used by the management team to evaluate service quality and identify areas that may need enhancement.

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On the ninetieth day of my internship, I was assigned to the morning shift, which was particularly busy due to a high number of guest check-outs following a period of full occupancy. The morning began with attending to multiple departures, ensuring that each guest’s bill was finalized accurately and the check-out process ran smoothly.

Once all the guests had checked out, I proceeded with the morning shift closing procedure. This involved printing out and reviewing several key reports, including the financial summary, report closure, and posting summaries, to ensure that all transactions were correctly recorded and balanced. I carefully verified that the virtual credit card (VCC) charges and other payments were tallied with the guest folios and matched the system records.

After confirming all figures, I prepared the documents for handover and submitted them to the next shift. This process required a high level of accuracy and attention to detail, as even a small mistake could affect the resort’s financial reporting.

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On the seventy-seventh day of my internship, the front office team received a new promotional offer called the “Summer Getaway Package”, designed to attract more bookings during the seasonal period. In preparation for this, Mr. Adam conducted a detailed briefing session with all front office staff and interns to ensure that we clearly understood the terms and conditions of the package before offering it to guests.

The Summer Getaway Package includes a 3-day, 2-night stay in either the Vana Villa, Jala Villa, or Amani Villa. It also offers guests a 20% discount on spa treatments and food & beverage (F&B) services throughout their stay. During the briefing, we were guided on how to communicate the package details clearly and professionally, especially when handling inquiries via WhatsApp, phone calls, or walk-in guests.

Shortly after the announcement, we received a high volume of inquiries from potential guests who were interested in the offer. I was responsible for replying to these inquiries, ensuring that the information shared was accurate such as room types included, package duration, pricing, and the added benefits. I also made recommendations based on the guest’s preferences to help them choose the most suitable villa under the package.

This experience taught me the importance of product knowledge, clear communication, and confidence when promoting new offers.

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On the seventy-eighth day of my internship, the front office team was introduced to a new Standard Operating Procedure (SOP) regarding the collection of a RM200 security deposit from guests upon check-in. Previously, the resort did not implement a deposit policy, so this change marked an important update in the check-in process.

Ms. Marysia conducted a training session to ensure that all team members, including interns, clearly understood how to handle the new procedure. She explained that the deposit must be collected using either credit card or cash, and it is processed through the credit card terminal using the pre-authorization (pre-auth) function. This step temporarily holds the RM200 amount without charging it, allowing the resort to secure funds in case of incidental charges during the guest’s stay.

We were also trained on how to manage the deposit if the guest incurs an outstanding balance at the time of check-out. In such cases, we are required to press the “off sales” button on the terminal to deduct the outstanding amount from the pre-authorized deposit. If there is any remaining balance after deduction, it will be automatically released to the guest’s bank account within seven working days, depending on the bank’s processing time.

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On the seventy-ninth day of my internship, I was on the morning shift and was assigned a task by Ms. Marysia to manage and organize the guest billing documents. My main responsibility was to clear all the bills, categorize them properly, and ensure they were placed in the correct sections for easy reference and tracking.

In addition to organizing individual guest bills, I was also instructed to handle the outstanding charges for group bookings. I transferred all the relevant charges into the Posting Master (PM) folio, which serves as the centralized account for the group. This step was crucial for simplifying the billing process, especially when the charges for multiple rooms are consolidated under a single invoice.

Once the outstanding bills were successfully posted into the PM folio, I proceeded to generate the e-invoice, which was then sent to the Sales Department. This allowed the sales team to proceed with closing the account with the person in charge (PIC) of the group booking.

This task provided valuable hands-on experience in billing procedures for corporate and group guests.

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Picture: Celebrating our staff that resign

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On the eightieth day of my internship, I was assigned to the morning shift and began the day by carrying out the usual front office responsibilities. These included reviewing the arrival and departure lists, preparing key cards and registration forms, charging Virtual Credit Cards (VCCs), updating guest folios, and assisting with guest check-outs and inquiries.

Later in the day, the front office team held a farewell gathering for Ms. Rafidah, who had officially resigned from her position. The small event was organized at the back office, where we shared light refreshments and took time to express our appreciation for her contributions to the team. Ms. Rafidah had always been kind and helpful, and her presence in the department will certainly be missed.

This farewell celebration was a reflection of the strong bond and teamwork within the department. Despite our tight schedules and operational duties, we still made space to acknowledge and celebrate important moments together. It reminded me of the value of building professional relationships based on mutual respect, appreciation, and support.

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On the eighty-first day of my internship, I was on my scheduled off day. After completing a series of active and productive work shifts, this day provided a much-needed opportunity to rest and recharge.

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On the eighty-second day of my internship, I was on the morning shift and had the opportunity to learn about the new spa promotion in conjunction with the upcoming Father’s Day celebration. The front office team was briefed on the details of the promotion so that we could confidently share the information with guests and encourage participation.

The Father’s Day spa promotion was specially curated to honour fathers staying at the resort. The package includes a discounted rate on selected spa treatments, available only for a limited period. We were informed about the specific treatments included, the booking procedures, and how to post the charges in the system accurately. In addition, we were guided on how to communicate the promotion effectively to guests, both at the counter and through digital platforms such as WhatsApp.

Understanding this promotion not only helped me improve my product knowledge, but also enhanced my ability to recommend value-added services to guests. It also showed me how seasonal promotions play a role in guest engagement and revenue generation, especially when aligned with meaningful occasions like Father’s Day.

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On the eighty-third day of my internship, I was on the afternoon shift, and the day was made more exciting with a special batik painting activity organized for in-house guests. This cultural experience was arranged as part of the resort’s effort to provide meaningful and engaging activities that reflect local traditions and heritage.

As part of the front office team, I assisted in coordinating the event, ensuring that the activity area was well-prepared and that all necessary materials such as batik fabric, brushes, and dyes were available. I welcomed the guests who participated, guided them to the painting station, and provided brief information about the batik process. I also supported the recreation team in managing the flow of guests and ensuring everyone had a pleasant experience.

The activity allowed guests to relax and express their creativity while learning about traditional Malaysian art, and many expressed their enjoyment and appreciation. Being involved in this cultural program gave me valuable experience in handling guest engagement activities beyond the front desk, while also enhancing my communication and coordination skills.

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Picture: Exhibition booth during the TVET launching event

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On the seventieth day of my internship, I was honored to be selected to represent the resort at the Majlis Perasmian Pembukaan TVET, a significant national-level event officiated by the Deputy Prime Minister of Malaysia, YAB Dato' Seri Dr. Ahmad Zahid bin Hamidi.

My role was to manage the exhibition booth prepared by the resort. The objective was to promote our resort’s services, facilities, and unique guest experiences to visitors, stakeholders, and industry representatives attending the event. Throughout the day, I actively approached guests, engaged in professional conversations, distributed brochures, and explained the key features of the resort, including our villa types, personalized services, and eco-friendly environment.

One of the highlights of the day was having the rare opportunity to speak directly with the Deputy Prime Minister, where I briefly introduced our resort, shared some of its unique selling points, and expressed our commitment to supporting tourism and hospitality excellence in Malaysia. It was a proud and memorable moment for me personally and professionally.

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On the seventy-first day of my internship, I was on the morning shift and focused mainly on organizing and clearing all guest bills. This task plays a crucial role in maintaining accuracy and transparency in the resort’s daily financial records. I ensured that each bill was properly arranged according to the respective departments, such as Food and Beverage, spa services, recreation activities, and any additional guest charges.

By doing so, it became easier to cross-check the total amount due, verify postings in the system, and avoid errors during guest check-outs. Once the bills were sorted and cleared, I continued with my routine responsibilities for the shift, including reviewing the arrival and departure list, preparing the necessary registration documents, charging Virtual Credit Cards (VCCs), and ensuring that all payments were correctly posted. I also assisted with guest check-outs, ensuring the process was smooth and that any feedback provided was properly noted for review.

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On the seventy-second day of my internship, I was on duty during the morning shift and was assigned to assist a guest who wished to use the resort’s e-scooter service. Since the e-scooter is one of the chargeable recreational facilities at the resort, I began by guiding the guest through the proper procedure to ensure everything was handled smoothly and professionally.

First, I provided the guest with the e-scooter usage form, which includes terms and conditions, safety instructions, and usage agreement. Once the guest had completed and signed the form, I accompanied them to the front office counter, where I assisted in posting the charge to their room folio. The rate for the e-scooter rental is RM30 per hour, and I made sure the correct duration was recorded to reflect the accurate charge.

This process allowed me to practice clear communication with the guest, ensuring they understood the rental terms, and also improved my familiarity with posting recreational charges in the property management system. It also highlighted the importance of maintaining proper documentation for any chargeable activity within the resort.

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On the seventy-third day of my internship, I was on my scheduled off day. After a series of active and productive workdays involving guest services, administrative responsibilities, and coordination between departments, this break provided a valuable opportunity to rest and recharge.

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On the seventy-fourth day of my internship, I was on the morning shift and began the day by completing all routine front office tasks, including checking the arrival and departure lists, preparing key cards, and updating guest folios. Once the daily setup was complete, I focused on managing the increasing volume of guest inquiries via WhatsApp and phone calls, which required prompt and accurate responses.

There were numerous messages from potential guests asking about availability, room types, pricing, and facilities. I made it a priority to respond to these inquiries quickly and clearly, as timely communication plays a significant role in securing bookings and leaving a good impression. In addition to WhatsApp messages, I also received several phone calls from guests requesting availability checks for specific dates. In these situations, I carefully checked the inventory in the Opera Cloud system, ensuring I provided the correct information regarding room availability.

When assisting guests, I also took time to explain the villa layout options and the differences between each category, including the unique features of each villa. Based on their preferences or special requests, I gave my personal suggestions to help them choose the most suitable accommodation.

This experience allowed me to enhance my product knowledge, system navigation skills, and guest communication techniques. It also emphasized the importance of being well-informed and confident when recommending room options and ensuring accuracy in all information shared with potential guests.

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Picture: Using Walkie-talkie for today's arrival

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On the seventy-fifth day of my internship, the resort was experiencing full occupancy, which required the front office and other departments to operate at maximum efficiency. To improve real-time communication during this busy period, Mr. Johan, our Operations Manager, instructed the team to use walkie-talkies instead of relying solely on the usual WhatsApp group communication.

The idea behind this change was to enable faster coordination between departments such as Front Office, Housekeeping, Maintenance, and Buggy Services. Unlike WhatsApp, where replies can be delayed due to typing or distractions, the walkie-talkies allowed immediate two-way communication, which proved to be highly effective in handling urgent guest needs, room status updates, and buggy requests.

Throughout the day, I used the walkie-talkie to communicate updates regarding guest check-ins, room readiness, and other service-related matters. It was especially helpful when escorting guests or following up on special requests, as I could instantly notify the relevant department without having to leave my station.

However, we did encounter minor disruptions caused by unstable Wi-Fi connections, which occasionally interrupted the clarity of the messages. Despite this, the walkie-talkie system was considered a successful alternative and helped ensure smoother operations during a high-demand day.

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Picture: Sending luggage using buggy lorry

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On the seventy-sixth day of my internship, the resort once again experienced back-to-back group arrivals with high occupancy, requiring the front office team to work efficiently and collaboratively to ensure a smooth check-in process. To manage the large volume of arrivals, the tasks were strategically divided among the team members.

I was assigned to welcome the guests arriving by bus at the entrance. My role was to greet them warmly and assist with tagging their luggage based on the villa list provided by the reservation team. Each piece of luggage was labeled according to the assigned villa number to prevent any mix-ups during delivery.

Once all bags were tagged, we organized them in the luggage room, grouped according to the villa allocations. I then assisted in loading the luggage onto the buggy lorry, which was used to transport the items directly to the designated villas. This process required careful coordination with both the housekeeping team and buggy drivers to ensure that all belongings were delivered correctly and promptly.

Although the day was physically demanding and fast-paced, it was fulfilling to see how well the team functioned together under pressure. There were no major issues or complaints, and we successfully completed all check-ins without delay.

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Picture: Using E-scooter for Room Inspection

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On the sixty-third day of my internship, I was assigned by Mr. Adam, our Assistant Front Office Manager, to carry out room inspections after the Housekeeping Department had completed their Vacant Clean (VC) process. This task was given to ensure that all guest villas were in perfect condition before the arrival of new guests.

My responsibility was to double-check the room setup and make sure everything met the resort’s high standards. During the inspection, I paid close attention to:

1. Overall cleanliness of the villa, including the bedroom, bathroom, balcony, and pantry area

2. Proper placement and availability of amenities such as towels, toiletries, bottled water, slippers, robes, and minibar items

3. Functionality of in-room facilities, including lighting, air conditioning, remote controls, and key card access

4. Presentation of the welcome fruit, cutleries, and personalized welcome card

5. Any maintenance issues such as broken fixtures, stained linen, or items left behind by previous guests

Once the inspection was complete, I updated Mr. Adam with my findings and flagged any issues that needed immediate attention by the housekeeping or maintenance team.

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Picture: Prepared Folio for today's arrival

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On the sixty-fourth day of my internship, I was on the morning shift and assigned to assist with both arrival preparations and guest check-out procedures. The day required strong attention to detail and coordination, especially as we were expecting multiple arrivals.

In the early part of the shift, I focused on preparing the arrival documents, ensuring that:

1. Each guest’s registration form and related documents were complete and accurate

2. The documents were properly filed into folios based on the assigned room numbers

3. The key cards were programmed correctly in advance to ensure a smooth check-in process

As check-outs began, I assisted at the front desk by handling guest departures, ensuring that all bills were settled, and that feedback was collected before they left the resort. I also supported by using the buggy to assist guests with their luggage and escort them to the reception area or parking lot, depending on their needs.

This day allowed me to practice multitasking and front office coordination, while also strengthening my guest service and communication skills. Being part of both the arrival and departure processes gave me a fuller understanding of how to deliver a seamless experience from start to finish.

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On the sixty-fifth day of my internship, I was on my scheduled off day as stated in the duty roster. This break provided me with the opportunity to rest and recover after several days of active front office operations involving guest check-ins, room inspections, and buggy assistance.

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On the sixty-sixth day of my internship, I was assigned to the morning shift, and it turned out to be a particularly busy day due to high occupancy and a shortage of staff during the early hours of the shift.

As usual, I began my morning with the standard front office responsibilities. However, by 10:00 a.m., I was assigned to handle the welcome fruit preparation on my own, as the team was short-staffed. This involved preparing trays with fruit, cutleries, and personalized welcome cards for all arriving guests. Despite the workload, I managed the task independently until Mr. Asyraf arrived and assisted me, helping to speed up the process and ensure that all villas were ready before check-in time.

Once the welcome amenities were completed, I returned to the reception counter to assist the team with guest check-outs, ensuring bills were settled and feedback was recorded. Due to the high volume of arrivals expected in the afternoon, I was asked to continue beyond my scheduled hours and did overtime (OT) to support the team.

In the afternoon, I helped with the check-in process, ensuring a smooth and welcoming experience for each guest. I also assisted in updating guest profiles in the system, making sure that all personal information and preferences were recorded accurately for future reference.

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On the sixty-seventh day of my internship, I was given the opportunity to participate in a pastry-making training session organized by the Kitchen Department. This training is held once a month as part of the resort’s initiative to provide cross-departmental exposure and enhance staff knowledge across different operational areas.

The purpose of this training was to give basic understanding and hands-on experience in pastry preparation. It was also aimed at helping non-kitchen staff—especially those in guest-facing departments like front office—become more knowledgeable about the food offerings available at the resort. This way, we are better prepared to answer guest questions confidently and accurately when asked about desserts or pastries served at the restaurant or during private events.

During the session, I learned about:

1. The ingredients and processes used in making basic pastries

2. Techniques for shaping, baking, and decorating

3. How pastries are stored and served to maintain freshness and presentation

I also had the chance to observe and assist the chefs, which gave me a better appreciation of the hard work and creativity involved in culinary preparation. This training not only strengthened my product knowledge but also enhanced my ability to communicate effectively with guests who inquire about our F&B offerings.

Overall, the session was both enjoyable and educational, reinforcing the importance of team collaboration and interdepartmental learning in the hospitality industry.

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Picture: Helping guest remove from this room to another room

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On the sixty-eighth day of my internship, I was on the afternoon shift, where I performed my usual front office responsibilities, with a strong focus on guest service and satisfaction. The shift turned out to be particularly eventful due to a guest concern regarding their villa air conditioning system.

A guest approached the front desk to report that the air conditioning in their villa was not functioning properly and that the room was not cooling as expected. In response, I immediately attended to the issue by contacting the Maintenance Department and personally escorting their team to the villa for an inspection. After checking, the maintenance team confirmed that the air conditioning system was working normally, but the guest remained dissatisfied and insisted on changing rooms.

As per instructions from Mr. Johan, our Operation Manager, we decided to prepare another villa to accommodate the guest’s request. I coordinated with Irwan, who was also on the afternoon shift, to assist the guest with their luggage transfer and to ensure a smooth relocation process. However, upon settling into the second villa, the guest again reported that the air conditioning did not meet their expectations.

To avoid further inconvenience and to prioritize guest comfort, Mr. Johan decided to offer the guest a complimentary upgrade to the Jala Villa, one of the resort’s premium units. I immediately contacted the Housekeeping Department to prepare the upgraded villa promptly and personally escorted the guest to their new accommodation, ensuring that their luggage and amenities were properly transferred.

In the end, the guest expressed great appreciation and satisfaction with the upgraded villa and our responsiveness throughout the process.

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On the sixty-ninth day of my internship, I was assigned to the morning shift. The day was relatively calm as the resort had low occupancy, which allowed me to carry out my responsibilities with greater focus and attention to detail.

My shift began with the usual handover from the night team, followed by preparing the front desk for the day. I:

1. Reviewed the arrival and departure lists

2. Ensured that all registration cards and guest folios were arranged according to room numbers

3. Charged the Virtual Credit Cards (VCCs) and posted payments accurately in the system

4. Prepared and organized the key cards for incoming guests

5. Double-checked guest profiles to make sure all information was up to date

With fewer guests to handle, I had the opportunity to update the arrival documents for the next day and help tidy up the front office workstation, ensuring all files and tools were well-organized. I also assisted in preparing the daily shift task list, which helps ensure smooth coordination among the team.

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On the fifty-fifth day of my internship, I was scheduled for the morning shift and carried out the usual front office responsibilities, including handling guest check-outs, charging Virtual Credit Cards (VCC), preparing key cards for arrivals, and updating the arrival list. The day ran smoothly with good team coordination and a calm flow of guests.

What made this day particularly memorable and meaningful was receiving positive feedback from a guest who personally mentioned me in their comments. The guest expressed appreciation for the way I assisted them, noting that I did a good job and provided friendly and professional service during their stay. The feedback was submitted through the resort’s internal guest satisfaction platform and was later shared with the front office team.

Receiving such feedback truly motivated me and gave me a strong sense of fulfillment. It reminded me that even small gestures and consistent professionalism can leave a lasting impact on a guest’s experience. It also encouraged me to continue maintaining a positive attitude, strong work ethic, and high service standards in every shift.

Overall, this day was not only productive but also one of the most encouraging moments of my internship journey so far.

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On the fifty-sixth day of my internship, I was on my scheduled off day as part of the weekly duty roster. After several active days at the front office, including shifts with guest check-outs, room inspections, and receiving personal feedback, this day allowed me to rest and recharge both mentally and physically.

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On the fifty-eighth day of my internship, I was on morning shift and assisted with the delivery of welcome fruit for the day’s arrivals. As the resort was experiencing high occupancy, the front office team needed additional support to ensure that all welcome amenities were delivered efficiently and on time.

I was assigned to work alongside Fatin, a fellow front office intern. Together, we used the buggy lorry to transport multiple trays of welcome fruit, cutleries, and personalized welcome cards to the villas. The buggy lorry was used specifically to accommodate the large number of deliveries and make the process more efficient.

We carefully checked the villa assignments to ensure each set was delivered correctly and that the presentation met the resort's standards. Throughout the process, we coordinated with both the housekeeping and front office teams to confirm that the rooms were ready before placing the welcome amenities.

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On the fifty-ninth day of my internship, I was temporarily assigned to assist the Reservation Department, as Ms. Adlina was on medical leave. Under the supervision of Ms. Prasina, the Director of Reservation, I supported the team in managing daily reservation tasks.

My main responsibilities for the day included:

1. Replying to guest reservation inquiries via email in a clear and professional manner

2. Assisting in processing new bookings and ensuring all details were entered accurately into the system

3. Amending existing reservations for guests who requested changes to their bookings, such as upgrading to a different villa type, modifying the stay dates, or adding special requests to the booking

4. Preparing and organizing the registration cards, arrival list, and special notes for the next day’s check-ins

Throughout the day, I ensured that all changes were reflected correctly in the system to avoid any confusion during the guest arrival process. I also communicated closely with the front office team to ensure they were informed of the updated booking details.

This experience enhanced my understanding of how the Reservation Department plays a crucial role in delivering a smooth guest journey. It also taught me the importance of accuracy, flexibility, and guest-centered communication when managing last-minute changes or special requests.

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On the sixtieth day of my internship, I was on duty during a particularly busy operational day at the resort. Due to a shortage of housekeeping staff, I was asked to assist the Housekeeping (HK) team, particularly with room decoration tasks for guest arrivals and special requests.

The resort had several villas scheduled for anniversary and honeymoon setups, and the housekeeping team was overwhelmed with both cleaning and setup duties. I supported them by helping to:

1. Arrange flower petals on the bed according to the romantic setup guidelines

2. Prepare towel art displays, such as swans or heart shapes

3. Assist in placing welcome cards and other amenities neatly in the room

4. Double-check that the final setup was complete and ready before the guest arrived

Although this task was outside of my regular front office duties, I understood that flexibility and teamwork are essential in the hospitality industry. Helping the housekeeping team gave me insight into the behind-the-scenes effort required to deliver personalized and memorable guest experiences.

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On the sixty-first day of my internship, I was assigned a task that involved administrative support and guest communication preparation. The resort planned to conduct routine fogging activities around the villa areas for pest control purposes, and a new fogging notification letter was needed to inform guests in advance.

I was given the responsibility to draft the updated fogging letter, ensuring that the message was polite, informative, and professional. The letter included important details such as:

1. The date and time of the fogging activity

2. Assurance that the process is part of the resort’s routine health and safety measures

3. A gentle reminder for guests to close doors and windows

4. Contact information in case guests had questions or needed assistance

Once the draft was completed, I passed it to the Housekeeping Department, who were in charge of placing the printed letters inside each villa before the scheduled fogging. The goal was to ensure guests were properly informed without causing concern or discomfort during their stay.

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On the sixty-second day of my internship, I was given the opportunity to assist Mr. Asyraf with an important task involving the revision of the Standard Operating Procedure (SOP) for the villa room introduction. This task was assigned following instructions from Mr. Johan, the Operation Manager, who requested an updated and more detailed SOP to ensure consistency in how the front office team introduces rooms to guests.

We began the process by conducting a full inspection of several villa types, carefully checking each area and listing down all amenities and features that should be highlighted during the guest introduction. This included:

1. In-room technology functions (lighting, air-conditioning, television.)

2. Mini bar items, coffee and tea-making facilities

3. Bathroom amenities, such as bathrobes, slippers, and toiletries

4. Safety features, such as emergency exits, in-room safe, and Do Not Disturb buttons

5. Key information about room service, resort facilities, and how to contact the front desk

After gathering the necessary details, we worked together to draft a structured and clear SOP, organizing the content based on the guest's entry flow from the moment they step into the villa. The SOP focused on providing front office staff with a consistent and guest-friendly guide to follow, ensuring nothing important is left out during the introduction.

Once completed, we compiled the information into a summary report and submitted it to Mr. Johan for final review and approval.

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On the twenty-seventh day of my internship, I was assigned to the afternoon shift, from 3:00 PM to 11:00 PM. My main tasks for the day included handling guest inquiries and assisting with the check-in process for arriving guests.

I attended to several inquiries, both walk-in and via phone, providing information on room availability, facilities, and booking procedures. I ensured all inquiries were recorded properly in the system for tracking purposes.

Additionally, there was a closing sale with a guest on that day. The guest proceeded with payment on the same day, even though the stay was scheduled for a future date. I was involved in recording the inquiry and updating the booking details, ensuring everything was filed correctly in the system to avoid any confusion during the actual check-in.

I also supported the team with regular check-in tasks—verifying booking information, preparing registration forms, and issuing key cards.

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Picture: Check-in Guest (Not related as we cannot take the guest's picture)

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On the twenty-eighth day of my internship, I was assigned to the afternoon shift, and the main focus of the day was handling guest check-ins, as the resort had a high number of arrivals scheduled. It was a busy day, and the front office team needed to work efficiently to ensure all guests were attended to without delay.

From the beginning of the shift, I assisted in preparing for the arrivals by:

1. Printing and organizing registration forms in advance

2. Programming key cards according to the room assignments

3. Reviewing the arrival list to ensure all reservations were correctly input into the system

Once guests started arriving, I was responsible for:

1. Verifying reservation details and confirming identification

2. Assisting with the completion of registration documents

3. Issuing key cards and explaining check-out times, as well as the charges for sustainability and tourism taxes

4. Providing a brief explanation about the resort’s facilities, including restaurant operating hours, recreation centre, and buggy service

5. Handling special requests, such as late check-out or birthday arrangements

Despite the high volume of arrivals, I managed to stay organized and communicate clearly with guests to ensure a smooth check-in experience. I also supported my colleagues by checking the availability of rooms in the system and updating status changes where necessary.

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On the twenty-ninth day of my internship, I was assigned to the morning shift, and I had the opportunity to learn how to perform the closing procedures for the front office at the end of the shift.

Under the guidance of the front office team, I was taught the step-by-step process of preparing the morning shift closing, which includes the following tasks:

1. Printing all financial reports generated during the shift, including:

Report Closure

Report Summary

2. Verifying all transactions, including payments made through Virtual Credit Cards (VCC) and any other posted payments, to ensure everything is accurate and matches the reports.

3. Cross-checking the printed reports with system data to ensure the totals are tally and error-free.

4. Once all reports are confirmed to be correct, I was instructed to request a signature from the afternoon shift staff as part of the handover process. Typically, Mr. Asyraf signs the documents on behalf of the afternoon team.

This training helped me better understand the importance of accuracy, accountability, and documentation in front office operations. It also gave me exposure to the financial side of front office duties, which is essential for ensuring transparency and smooth shift transitions.

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Picture: Taking Facel towel from Houskeeping

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On the thirtieth day of my internship, I was given the task of assisting with inventory checking, specifically for face towels used in preparing cold towels for guest arrivals.

Mr. Adam, our Assistant Front Office Manager, noticed that the stock of face towels at the front office had been gradually decreasing, and he assigned me to investigate and follow up with the housekeeping department.

I went to the housekeeping store to:

the current inventory levels of face towels

Request additional stock, ensuring proper documentation of the items taken

Coordinate with the housekeeping team to ensure a consistent supply and understand their tracking system for towel distribution

After retrieving the face towels, I assisted in preparing cold towels for the upcoming guest arrivals, following the resort’s standard presentation method. This task helped me understand the importance of interdepartmental communication, inventory control, and ensuring that guest essentials are always available and well-prepared.

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On the thirty-first day of my internship, I was on the morning shift, during which I performed several front office tasks related to guest billing, check-outs, and arrival preparations.

At the start of the shift, I was assigned to:

Charge Virtual Credit Cards (VCCs) for bookings made through online travel agents (OTAs)

Post payments into the system (Opera Cloud) according to the correct payment methods and guest folios

I also assisted in preparing welcome amenities, including the arrangement of welcome fruit platters, which are placed in rooms for arriving guests as part of the resort’s hospitality service.

For guest check-outs, I was required to:

Review the outstanding balance in each guest folio

Check for any additional charges such as Food & Beverage, Spa, or Recreation services

Confirm and collect final payment from the guest before departure

Ensure that the folio is properly closed and provide a printed final bill

This day strengthened my understanding of billing accuracy, guest account management, and the importance of attention to detail when handling financial transactions at check-out.

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On the thirty-second day of my internship, I was assigned to assist with resolving a door lock issue reported by the housekeeping department. According to their report, the master key was unable to open the door of one of the rooms.

As I had previously received training from Mr. Asyraf on how to handle lockset issues, I proceeded to inspect the door. I brought along the lockset programming machine and began by scanning the lock to identify the problem. This initial diagnostic step is important to determine whether the issue lies with the battery, lock memory, or keycard reader.

After running the check, I found that the issue was related to low battery power. I then followed the proper procedure to change the battery of the lockset safely and reprogram it using the system tool.

Once completed, I tested the lock again using the master key, and it worked as expected. I then reported the successful repair to both the housekeeping and front office teams, ensuring that the room was accessible and ready for operations.

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Picture : Assist the guest's inspection for the engagement 

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On the thirty-third day of my internship, I was on the morning shift and was assigned to assist a walk-in guest who requested to inspect the event hall for her daughter’s upcoming engagement ceremony.

Upon receiving the request, I escorted the guest using the buggy to the hall and provided a brief tour and explanation of the space, including its layout, capacity, and amenities. I also ensured the guest was comfortable and responded to her questions regarding event arrangements.

After viewing the hall, the guest expressed interest in exploring the resort further. I continued by giving her a buggy tour around the resort, showcasing our key facilities such as the restaurant, spa, recreation areas, and selected villa types to help her better visualize the guest experience.

Once the tour was complete, I returned to the front office to assist with guest check-ins. I helped prepare the registration forms, key cards, and welcome amenities, and then escorted the checked-in guests to their rooms, providing a brief room orientation as part of the standard personalized service.

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On the thirty-fourth day of my internship, I was on my scheduled off day as per the shift roster. This rest day allowed me to recharge and prepare for the upcoming duties with renewed focus and energy.

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On the thirty-sixth day of my internship, I continued with the second day of the resort’s orientation program, which focused primarily on team-building and relationship development among staff from various departments.

The session was designed to help us foster stronger connections, especially among new team members, interns, and full-time staff. The Human Resources team led a variety of interactive activities and ice-breaking games, encouraging everyone to communicate openly, collaborate in small groups, and share about themselves.

Some of the activities included:

1. Group challenges that required teamwork and creative problem-solving

2. Personal sharing sessions to help us understand each other’s backgrounds and roles

3. Fun, light-hearted games aimed at strengthening trust and camaraderie

The objective was to cultivate a sense of belonging and unity—reinforcing that everyone, regardless of their department or position, is part of one team working towards the same goal: delivering excellent guest experiences and upholding the values of Mangala Estate Boutique Resort.

Throughout the day, I gained a better appreciation for the importance of teamwork, communication, and interpersonal relationships in the hospitality environment. It also gave me the chance to better connect with colleagues I had not previously worked closely with, which I believe will support smoother coordination in future tasks.

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On the thirty-seventh day of my internship, I was given the opportunity to receive reservation training under the guidance of Ms. Adlina, a staff member from the Reservations Department. The session focused on providing a clear understanding of the reservation process and systems used by the resort.

Throughout the training, Ms. Adlina taught us how to:

1. Create and manage bookings in the system accurately

2. Check bookings made through Online Travel Agents (OTAs) such as Booking.com, Agoda, and Hotelbeds

3. Retrieve and verify guest payment details, including credit card information, in a secure manner

4. Print registration cards ahead of time for smooth check-in preparation

5. Identify and record any guest requests or special remarks (bed preferences, celebration setup, late check-in) to ensure all departments are informed

She emphasized the importance of attention to detail when handling reservations, as even small errors can affect the guest experience. I also learned how reservations are linked to other departments like front office, housekeeping, and F&B, and how proper documentation helps ensure seamless coordination before a guest’s arrival.