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Acknowledgement

Alhamdulillah As God will, I'm manage to complete my internship at The Zenith Hotel. Its been a fun and challenging experience to be in real industry. Hereby I, Khairul Anwar Bin Ashar,send my regards and thanks to all parties and individuals involve which is:

Universiti Malaysia Kelantan
My supervisor En Fauzan Hafiz. Other Lecturers which help in term of opinions. Staff of Faculty in Hospitality, Tourism and Wellness that help in giving information. Friends in army which motivate and supporting.

The Zenith Hotel
The Human Resources Department:-
Mrs Rachel (HOD), Mrs Ain (Trainee Manger), Mrs Komala(HR admin)& Mr Zariff(Operation admin)

The Housekeeping Department:-
Mr Nasir (HOD), Mrs Zainun(AHOD), Mrs Kamilah,Miss Mazlita

The Housekeeping Department (Room Attendance Group):-
Order Taker: Mrs Farahin & Miss Aishah, Supervisors: Mrs Zira, Mr Zul, Mrs Ida, Mrs Mida, Mrs Su, Staffs: Nizam, Fadzley, Atun, Syasya, Linda, Fifi, Mira, Fatihah, Hasnan, Faris, Amalina, Fazilah, and others.

The Housekeeping Department (Laundry Group):-
Mr Hisham, Supervisors: Mrs Wan, Mrs Kuza & Mr Kamri, Staffs: Kuma, Wan, Joey, Iqbal, Akmal, Asyraf, Lin, Yana, Hajar, Lacini, Zila and others.

The Housekeeping Department (Recreation Group):-
Mr Ishak, Supervisor Mr Yusairi, Staff: Hasanul & Fadhil

The Housekeeping Department (Public Area Group):-
Mr Fizi, Supervisor: Mr Abdullah & Mr Shah. Staffs: Syam, AIman, Mastura, Hafiz, Ali, Sarosh, Rajis, Nabike and others.

Front Office Department:-
Mrs Julia, Mrs Lesby, Miss Fatimah, Mr Syukri, Mrs Syafiqah, Mr Nash, Mr Rukish, Mr Ridzuan, Mr Irmy, Staff: Ainul, Miera, Shamim, Wana, Ali, May, Atikah, Asyraf, Yuva and others

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learning by book

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What I do:
So today is my first day at Front Office Department. I was not given any task today. The reason is the department Assistant Front Office Manager, Mrs Julia, ask me to help and learn from their Room Coordinator, Mrs Lesby. I observing their operation and introducing myself to the new team.

What I learn:
"The department chart"

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Public Holiday- Labour day

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Public Holiday

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OFFDAY

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Floor 1 and 3

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MC

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Lobby

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Scrubbing loading bay

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Lastday recreation

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OFFDAY

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special project

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clorine powder

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pam small filter wash

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OFFDAY

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pam big filter wash

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swmmng pool

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zumba

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pool

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gym kidz yoga

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operation in recreation center

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OFFDAY

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What I do:
In-charge cleanness for 2nd floor/5th floor/ 4th floor(SPA)

What I learn:
"List task"

for today I learn the list of task of PA staff who in-charge for 2nd/3rd/4th floor. They need to handle these things:
-cleanness of musolla at 2nd floor
-cleanness of Zen Studio 2nd floor
-cleanness of housekeeping & laundry office area 2nd floor
-cleanness of changing /fitting room 2nd floor
-cleanness of Zenith office (5th floor)
-cleanness Zen Spa 4th floor

*I think its to much to handle for one person especially if the day is busy or pack with customers.

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What I do:
In-charge cleanness for Lobby

What I learn:
"List task"

For public area staff at the lobby, they need to handle these 4 things:
-the cleanness of the lobby
-the cleanness of The Dining room
-the cleanness of The Lounge/Al-fresco
-the cleanness of the toilets

*This is my first time to step on the lobby of this hotel. Its was beautiful and big. It;s awkward to vacuum the carpet at the middle of the lobby watch by the General Manager.

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What I do:
In-charge cleanness for 3rd floor

What I learn:
-

*I'm just repeating the job. Today I clean the Organza ballroom -,-''

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What I do:
In-charge cleanness for 3rd floor

What I learn:
"The ballroom"

So yesteday is I'm doing task of preparation for the event. And today I'm was in-charge to clean the finish program area. The Zenith Hotel has 3 ballroom which can combine to be 1 large grand ballroom. The ballroom is Silk, Cashmere and Organza. each of these ballroom:
-has exclusive design
-equipped with audio visual technology
-provided with complimentary WiFi access

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What I do:
In-charge cleanness for 3rd floor

What Ilearn:
"The ballroom"

So today i was incharge for 3rd floor. I do my job as public area (sweeping, mopping, etc). Then I need to handle 2 ballrom which is Silk & Cashmere for event preparation of Tengku Pahang.

In managing to clean the huge ballroom, we must following step:
-after banquet finish with their work, PA will come to collect all the rubbish, start with sweeping big rubbish and finish with carpet vacuum.
(process almost take half-day to complete).

*the task is not hard but its challenge my physical condition as the work only done by 1 or 2 of public area staff.

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What I do:
Assisting Room Attendance Staff

What i learn:
-

*So today is my first day at new group public area but I've ask by Head of Department, Mr Nasir to help room attendance group because they lack of staff to handle the room operation.

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offday (rompin)

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What I do:
Assisting Laundry Staff (overall operation)

What I learn:
"Costing for Machines"

So today, after learning for items costing Mr Hisham want to teach me on the costing for tools which is the machine. He will calculate the machine costing based on the operation hour. They already have calculation for every hour how much items can be process. Thus, from this data he can refer to relate with many other reports.

*Mr Hisham is a good leader. He know how to handle the staff and manage the operation. I can't miss to see that when he was in-charge the flow of the operation is smooth like river. This also is my last day in laundry group housekeeping department.

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What I do:
Assisting Laundry Staff (overall operation)

What I learn:
"Training and Briefing"

Every department need training and briefing same goes to this department. However, what i find at the department specifies the training & briefing only towards new recruit. The reason is the process only wanting that they new how to handle machines and operation in the laundry area. So I understand if the older staff doesn't need to go for training and briefing again. But, personally i think they should keep revising because it help maintaining the work performance and help reminding the staff on the safety.

*I already know on how to handle almost every machine in the laundry area. It make me happy because using that machine is like playing a game haha

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What I do:
Assisting Laundry Staff (overall operation)

What I learn:
"Machine Maintenance"

So today I help in doing the laundry operation from start till the end. I gain to observe that the staff should know on how to manage the process which run in the laundry area because if not it will be a mess. Luckily today, one of the washing machine having a regular maintenance. So Mr Kuma teach me on how to organize the step in washing a linen and towels using those machine. The tips is we must know the timing:

-the length period of washing
-the length period of drying
-the length period for folding

*I understand that this process need to involve high level of teamwork. And many of the laundry staff yet still is learning because they are new. One of the SV complain that they staff doesn't know to manage the laundry area and I've advise him to teach the staffs because it might help him interm of work operation for another day.

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What I do:
Assisting Laundry Staff (SV: Mrs Kuza)

What I learn:
"Costing for chemical"

So today I learn about the costing for chemical. This categories is handle by Mrs Kuza. Everyday she will re-check the balance amount of chemical installed at the washing machine. From the process she will record the amount in milliliter (ml) and calculate the next amount to be refill.

Mr Hisham will check the amount and costing for the chemical order done by the Mrs Kuza report. The chemical items is order overall for every group in housekeeping department. The laundry in charge to manage the chemicals for the department.

*I help Mr Kuma to check the chemical amount and quantities as ask by Mrs Kuza. The chemical is stored at the basement in "chemical storage room".

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offday

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What I do:
Assisting Laundry Staff (SV: Mr Kamri)

What I learn:
"Costing for Clothes"

After learning about the cost for linen & towels categories. Today I have learn the ways in making report of costing for hotel clothes. As we know, the laundry department is in-charge to wash every staffs clothes in the hotel. The clothes will be given and taken back everyday to be wash.

So the costing record start on when the clothes been wash until they finish irons process. Every process involve machine thus this mean it has cost. So Mr Kamri responsible to calculate those cost based on the amount of clothes they have wash every single days. The timeline of this record is same with costing for linen & towels where at the end Mr Hisham will recheck if the data collected and approximate is correspond.

*today i rainy, I get cold but still attending for work. We can see the outside at this operation area. The big windows show the heavy rain. They noise and sound in the area is to chaotic but mix like a rhythm and I kinda like this environment.

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What I do:
Assisting Laundry Staff (SV: Mrs Wan)

What i learn:
"Costing for linen & towels"

So today I assisting Mrs Wan in making a supervisor report regarding the costing for linen & towels. She told me that every step in the laundry operation have cost and she is responsible to count that cost and find the costing per items. That's the reason why everytime we complete clean a linens or towel, the quantities will be record in a book. From the book she can analyze how well the laundry has perform interm of differentiate their quantities performance and the operation bills.

This Report should be done every week so in a month there are 4 time of report is needed.  However everyday data record is needed. I have help to simplifies method of record from month to week to daily data record form for Mrs Wan.

From the data, Mr Hisham The Laundry Manager will execute a plan for the department for next month. He will recheck the recorded data by Mrs Wan (actual data) with his approximate data. If the data not synchronize and have a big gaps that mean there is something wrong which they might used to much energy but not increase efficiency.

*the report is easy however the hard part is to collect the data. Not every workers is following the rule where to record all data after finishing a laundry. This cause problem to Mrs Wan

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What I do:
Assisting  Laundry Staff (Mr Kuma)

What i learn:
"Safety at work"

Once in the past orientation I've been told about the risk when working with machines. Kuma told that I need to remember it all the time especially when using those machine in the laundry area. There are 5 type of hazard that I need to beware of which is:

-electrical hazards
-biological hazards
-chemical hazards
-ergonomic hazards
-psychological hazard

The most appealing to be risk at the laundry site is electrical, chemical and ergonomic hazards.

*i dint think it can happen as long as i follow all the safety step in doing my job and Kuma is the best role to be my set of example because he is an excellent staff at the laundry.

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OFFDAY

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What I do:
Assisting Laundry Staff (SV: Mrs Kuza/Mrs Wan)

What I Learn:
"The Use of Chemical"

In using washing machine, I learn that we need to use 6 type of chemical with different use and purpose. With different items we also need to wash different ways. The 6 chemical that we are using is for:

- act as soap/shampoo for normal clean
- act as soap/shampoo for heavy clean
- act as whitening
- act as color guard
- act as softener
- act to clean rust

Some of the chemical is hazard to skin. Thus, in using it or transfering it we need always to be careful though.

*My right hand skin has be exposed and having contact towards one the chemical (AVENGERS). I doesn't realize until the skin of my right hand turn white haha alhamduillah nothing bad happen and It turn to normal after several wash.

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What I do:
Assisting laundry staff (SV: Mrs Kuza/Kambri)

What I learn:
"Guest Laundry"

Today I'm getting involve in learning and completing guest laundry task. The process is simple, which is:

1. receiving laundry call
2. collecting laundry bag
3. storing information on laundry items
4. washing laundry items
5. ironing/ drying laundry items
6. pairing laundry items
7. costing laundry services
8. sent finish laundry services

This is the second daily operation for the laundry department other than what I've mention before.Which mean, they do laundry for the hotels items and do laundry for guest items.

*washing a guest laundry might be easy but its an important task because the most job getting a complain is this job. You might need to reconsider this is an easy task when you need to wash a cloth with value of RM1,000. O,O

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8.30AM Training: (1) learn to greet guest
(2) how to fold towels (for decoration)

What I do:
Assisting a room attendance (Faris)
Assisting supervisors to change broken items with maintenance

What I learn:
"What is supervisor"

Basically they are the right hand for the manager. They help to monitor and supervise the staff to do the job properly. After a room is clean by the staff, they will come to check either the room is a pass or not to be release. A release mean that this room is available for sale to the new guest.

Other than that, they are responsible to know each items in each room condition even the staff of room attendance doesn't mention it to them (That's the reason why they need to check the room).

Lastly, Everyone one of supervisor need to do report interm of inventory used and need to be refill, interm of labor needs for part-timer in certain period and etc

*I think the supervisor in housekeeping department is skilled and good team leader. However, some of them have communication problem thus making a political issues. General Manager, Mr Nattan has mention this before at all the staff that we need to avoid such things and just do your own work properly with slogan "no office politic". And I agreed here and then its a must.

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8.30AM Training: (1) how to wash water drain
(2) how to wiping

What I do:
Assisting a room attendance staff (Suzila)

What I learn:
"the safety policy in Zenith in case of emergency"

This is the topic i remembered from yesterday orientation and I being asked by the supervisor today in morning briefing. In a work place, a risk of accident always existed. Sometime it happen to the employee but most of the time it happen towards the guest.

In case of this thing happen. I learn to not to be panic. the first step is to analyse the situation i get into either can be help first or must be by others which has the expertise skills. The next thing is to get public hotel telephone located in each room or on the guest service lift and dial 6516 for emergency alarm. By then, I need to inform my supervisor and Manager on Duty (MOD) on that day.

For fire alarm, I need to active the alarm and inform the management using line 6516 and use emergency stair to go down and gathered with others at assembly point.

*hearing incident that happen in this hotel make me feel that in rushing to complete an assignment we should do it without ignoring safety. Other than that, i learn to be always calm in each situation i will be in. This is some incident happen in this hotel that I've been told: self murderer, fire, sickness etc.

A photo of fire drill training:

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8.30AM Training: (1) introducing loyal guest
(2) how to remove iron stain

What I do:
Assisting a room attendance staff (Mishrilal)
Side Job (Cleaning Emergency Stair Case/Clean rubbish bin/Mopping)

What I learn:
"How to handle Lost and Found Item"

So today i got room that have "lost and found" items. These items is forbidden to be taken as our own because they need to be bring towards the housekeeping office and be stored on L&F inventory. We will be needed to sign a form to give the details (room number, founder, date, items found). Within 3 month these items will be stored if their owner came to get it. However for items which categorize as food only will be kept for 3 days. Beyond this time, if the owner not taking them it will be given to the founder.

In some cases, the guest claim that they forgotten their items on the hotels and left them here. Thus, asking the hotels to take responsibilities and paid for their lost. Even more in some cases, it involve a police report and investigation. Thus, that's why every maid must follow standard of procedure (SOP) in cleaning a room which is record the time they went in and out from each guest room.

The SOP of room attendance (standard):
-knock the door/ring the bell before entering (never do for DND room)
-record time in
-doing job in 3 circle rule (in and out from a room 3 in three time only)
-check for additional service (extra bed etc)
-record time out

The SOP for L&F items:
-keep the L&F items nicely
-inform superisor or the housekeeping ordertaker/admin
-bring and store the L&F items at housekeeping L&F inventory
-record the L&F items on L&F forms
*if guest claim that the items is theirs, ask for the name, room number and date the staying on the hotel for confirmation.

*I found some left items and excited to get my late 3 month present lol. Other than that I was given a task to do side job. I enjoyed mopping a chess floor on level 6.

My post on my side job (Mopping):

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8.30AM Training: (1) important in appearance grooming
(2) how to clean toilet bowl

What I do:
Assisting a room attendance staff (Suzila)

What I learn:
"Facilities for staff"

-Musolla
As muslim, i put this as the first priority things to look on because its where we set our prayer. The hotel musolla is very comfortable and give enough space for numbers of colleges in a time. The facilities is located in floor 2 in front of the human resources offices and zenlounge.

-Zenlounge
It is the place where the colleagues can having a relax time when resting. They put some of folding chair so that the colleagues can sit and sleep whatever they wish. They also giving daily newspaper so that everyone can read. The area is located near the musolla and human resources offices at 2nd floor.

-Zenteen
It is the hotel cafe. The name come from the combination of "zenith" and "canteen". instead of cafe they prefer to call it canteen might be because how they serve the colleagues food. Everyday, we are given three type of main dishes (usually chicken, fish, vegetables) followed with desert (porridge, ice-cream,cake,etc). They food only serve on the morning at 7.00am for breakfast and 12.00pm for lunch. its also located on 2nd floor nearby housekeeping office and human resources offices.

-Smoking area
Is also considered as colleagues facilities because in this hotel, the area has been divided. As a green hotel they can't help their colleagues to smoking anywhere. thus, they provided some area for the colleagues to smoke. Its located in the basement where nearby to security offices. The area is only open for a certain time. the smoking hours is on:
1.00am - 2.00am
10.00am - 2.30pm
5.00pm-7.00pm

*At first for me, I think that their placement for area is a mess but then after a while its quite helping as almost everything is  gathered in one place.

A view of SAS 2 Room:

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8.30AM Training: (1) how to handle long stay room
(2) ways to organize troli

What I do:

Assisting a room attendance staff (Mira)

What I learn:

"How to do room services"

This is what I learn today. In makeup a room we need to understand of "3 circle rule" which if be implement will make the services room more effective and efficient. Its mean every staff should only entering and exiting a service room only for a three times. The part to focusing and cleaning when they in the room is:

1.bed (bed-sheet/duvet/pillow case)

2.table (box tissue/ashtray/table lamp)

3.pantry (cup/coaster/stirrer/mineral water/water heater/nescafe/ tea/white sugar/brown sugar/creamer/minibar)

4.closet (yukata clothe/iron/ironing board/hair dryer/slipper/shoes wax/sewing thread and needle/laundry bag/shopping bag)

5.toilet (sanitary cap/sanitary bag/sanitary kits/shaving kits/plastic comb/dental kits/lotion/soap/shampoo/toilet roll/ bath towel/ hand towel/face towel/bath mat)

With all the place is well organize and been replace or restock, the finalize move is to wiping and vacuum the room. Need to remembering to lock what you unlock though lol.

*Today I need to changing my uniform from "staff" to "trainee" as we Intern has special wear. The staff from laundry mistaking me as staff for the first day. Anyways I like the system where the laundry department help to wash all the staff uniforms thus helping the hotel grooming standard.  All we need is just to pick up the clothe when working and  return it after the working hours.

Example of Deluxe King Room:

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What I Do:

Assisting a room attendance staff (Nizam)

What I Learn:

"A little background information of the hotel"

The Zenith Hotel is located in the middle city of Kuantan, Pahang, Malaysia. With rating of 5-star city hotel they sure do have spacious and comfortable rooms, delightful cuisines at their food and beverage outlets, relaxing spa, extravagant ballrooms and many other facilities which creating a total experience for every guest. The hotel have 519 modern and comfortable accommodations including 29 luxurious suites. All guestroom are fitted with floor to ceiling window which give the experience in viewing panoramic of Kuantan.

For location, they are approximately 250 km from Kuala Lumpur. With strategic location, the hotel have an easy access to every place such Teluk Cempedak Beach, Royal Pahang Golf Club, Stadium Darul Makmur, East Coast Mall and many others.

*So today is my first day for internship at The Zenith Hotel, Kuantan. Start with introduction of the place by Miss Ain from Human Resources Department. I have understand a little background of the hotel (not yet given overall staff briefing, waiting for 15th February 2017). I've been taken around the place to know overall operation department and be place at housekeeping team which by then I meet Miss Mazlita the admin in the department. We discuss on the job rotation i will take in the department (exp: room attendance, public area, laundry, recreation, office). Feeling excited on how the real industry work. Also nervous on meeting new people.

With hostel-mate:

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What I do:
Assisting Laundry Staff(Yana/Lin)

What I learn:
"The type of clothes in Zenith"

So today I was assign to help staff on the front laundry counter site to give the workers that on duty to get their working clothes. As what I can tell it takes skill to remember and organize all the staffs clothes in one places. What more challenging is to pair those shirt or pant to suit with the owner name. This mean if there were 50 shirt and 50 pants to suit, each pant and shirt have their own pairs.

Thus after learning and observing I get to know various type of clothers in the hotel which some of them is:

-housekeeping trainee clothes
-housekeeping staff clothes
-housekeeping supervisor clothes
-housekeeping manager clothes
-front office staff clothes (GSO)
-front office clothes (duty manager)
-front office clothes (guest ambassador)
-the dining room waiter staff clothes
-the dining room supervisor clothes
-the dining room manager clothes
-the lounge staff clothes
-the lounge supervisor clothes
-san feng staff clothes
-san feng supervisor clothes
-kitchen trainee clothes
-kitchen staff clothes
-kitchen head chef clothes
-steward staff clothes
-spa staff clothes
-spa supervisor clothes
-recreation staff clothes
-recreation manager clothes
-maintenance staff clothes

*The tips is to know who is the owner of the clothes said Mrs Lin and it help you to find their clothes. The reason is you will know the size of the clothes of the owner. And really in just 30 minutes I get to know almost every person in operation department.

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TAKING LEAVE - me got sick :/

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What I do:
Assisting laundry staff (SV: Kambri/Mrs Wan)

What I learn:
"Machine in the Laundry"

As I learn the operation from previous day on how laundry department operate. Today I learn that most of the job here require the staffs to master and use machines in completing their job. I've observed various type of machine and the use of it. For short the department own:

7 washing machines (3 big size, 4 medium size machine)
6 drying machines ( (3 big size, 3 medium size machine)
2 iron plate pressing machines
3 steam plate pressing machines
2 rolling plate machines (1 with 2 rolls, 1 with 3 rolls)

*threre were some machines that I'm a bit afraid at the first time using it which is the plates especially the steam one haha and then the rolling plate machines. However with safety step that I've been mention to follow has help me to do the work properly.

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What I do:
Assisting laundry staff (SV: Kambri/Mrs Kak Wan)

What I learn:
"Operation in laundry department"

I get to understand how the operation in the laundry department. Its somehow a little bit different from my previous job. In here, everyone doesn't have a specific task or assignment because they work according to a process. Thus, to run such operation they will work as team which supervise by 1 or 2 supervisor. The process is:

1. collecting items
2. separating items
3. washing items
4. ironing/ drying items
5. organizing finish items

And this process is repeated every time its finish.

*I didn't know if I can do better here but I will try my best to learn new things and show that I'm capable ti learn new thing, adapt it and complete the job according to standard.

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OFFDAY

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8.30AM Training: (1) knowing what customers preferences
(2) tv clean

What I do:
Doing side job & being "extra team" clearing all the items need to be stored from the pantry (floor level 5-23).

What I learnt:
Nothing today

Today is my last day working in "Room Attendance" team as I will rotate to "Laundry" team on 9 March 2017.

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8.30AM Training: (1) how to clean bathtub
(2) how to clean sink

What I do:
Assisting a room attendance staff (Suzila)

What I Learn:
"A special room for celebration"

Usually, some guest will ask if hotel can manage something for their interested special celebration. We will decorate the room according to the guest demand and preference. The only thing we need is:

-guest deposit for items costing
-date of the celebration
-the room number to decorate
-the guest name
-what celebration is for

*Today i get an opportunity to do one whole room service from toilet cleaning, bed making, wiping and vacuum the room. Most of the room is Deluxe Twin. Success finishing the assignment at 6.00PM.

This is my decoration for the wedding couple room:

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8.30AM Training: (1) -
(2) no training

What I do:
-Assisting room attendance staff (Mira)
-Helping "extra bed" group:
(clearing extra bed from checkout room/ wrapping the rent extra bed/ stacking them both the hotel extra bed and the rent extra bed.)

What I learn:
"Logistic management is important"

Today I was assign by Mr Nasir (HOD Housekeeping) to help in clearing rent extra bed to be transfer to the lorry. I was choose to team-up with staff from recreation group which is Mr Ishal, Yus, Hasanul and Ali.  We given to hande floor 5 until 13. This process involve many staff from others department thus need to be done efficiently and smoothly in one go. So that we will not need to do same job twice. The process is:

-clear all the room from extra bed
-organize them well (hotel extra bed in the pantry while rent extra bed will be put in-front of staff service lift.
-wrapping the rent extra bed with plastic
-organize them for loading at the basement
-put them up into the lorry

With only 2 lift used to transfer all extra bed from floor 5 until 23 floor towards the loading area on the basement. Logistic management sure is important. The reason is:

-if the bed should be wrapping first or transfer to the loading area
-if the bed should be put on the pantry same with hotel bed and mix it which will lead to mistake
-if the time is enough to complete the job or do it twice as many of the staff only help as assistant and might not help if been ask again to do it.

*Its a tired day. The work is heavy but i manage to follow the flow because we work great as a team. The result is we finish first among the colleagues.

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8.30AM Training: (1) clean those mirror
(2) vacuum well

What I do:
Assisting a room attendance (Fazilah)

What I learn:
"How to use MP chemical"

So after using it for a while in clean a toilet and others. I doesn't relies what is the name of the chemical I use. They called it MP stand for multi-purpose chemical that function to clean most of surface like: floor/mirror/wall/etc.

Usually the chemical came in a set of big container but we only use it a little bit at a time and if been use well approximately it will last more than 3 months. One small bottle spray only need (1/20 of MP and 19/20 more is water).

*I like the smell of the chemical because its much smoother than air freshener which can be to strong.

A photo with Fazilah:

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8.30AM Training: (1) organize the bed
(2) how to clean bathtub

What I do:
Assisting  a room attendance (Amarina)

What I learn:
"Asset other than a trolley is vacuum"

So today, when we both clean rooms the vacuum start to malfunction. And then I know we cant do our job properly without this vacuum. Thus, I ask to replace with a new one. She told me those hardly to happen because as long as it can be fix we cant get a new one. She tried to fix it as I did but not working.

After inform to our supervisor, she told us to sent the vacuum at maintenance department to be fix and use other maid vacuum first. At the end, I've been inform that the vacuum is good as new after it is fixed. We are told that to take care more on the machine and not to vacuum any water during make-up a room. The reason is simple vacuum is an asset. Its cost to get new one. The point is everything has a value and its cost, that is what I learn today.

*when a vacuum suck water into the machine it get broken as well as smell. I dont like it haha Fadzilah help amarina to put an air freshner in the vacuum so that it less smelly but I still think its the same =,='

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8.30AM training: (1) DND room
(2) how to clean shower using tooth paste

What I do:
Being an "extra"

What I learn:
"What an extra do"

Basically, its a flexible job because its only exist when the day has to many demand from guest in house to be complete especially regarding extra bed and room items delivery such as: bath towel, bath mat, hand towel, face towel, mineral water, coffee and tea set, slippers and etc .

*I manage to complete my task to ready numbers of extra bed (almost 5 ) in each floor from 5th floor till 23rd floor. Its hard because I used all my strength to ready the extra bed in pantry which is hot. In the same time, I need to run to do guest service and sent their items whereabouts when in the pantry my phone will get no line and the only information tools they use is whatsapp lol.

Me while doing the extra bed:

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8.30AM Training: (1) extra bed review
(2) how to clean the pantry

What I do:
Assisting two room attendance (Fatihah & Fazdley)

What I learn:
"Managing time properly"

In running job as room attendance there are three type of room we need to pay attention more. It is:

Guest room. Even though there is nothing much to do in a guest room. Its crucial as it relates to the guest directly. Everything must be perfect in the eye of guest. Usually most guest just ask to change their towels and refill things. However the most important point is the length of time you respond to services their room.

Next, vacant dirty room (VD room). Interm of time, these rooms need to be clean before 12 o'clock at noon because its time for new guest to stay and check-in. The problem is always for the late check-out guest but we can't appoint the problem to guests thus think cleverly on how to handle this case and manage the time.

The third room is PMF room. Its a room that have been through a full maintenance. With new things replace or fixes it might leave a smell and such other problem, this mean that this type of room need more care to clean and take longer time to tidy. We can't take an easy on this room because the higher management usually will choose this type of room for inspection.

*I was practicing in handling bedding so that hope that I can be more efficient and faster. Fatihah teach me on how to make-up bed without lifting it. While fazdley teach me on how to do rooms eventhough you dont have enough items and how to comeback to retouch and finish tidy the room. Both of this makes me learn on how to manage my time better.

Feel great completing the work on time

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8.30AM Training: (1) coffee set for a room
(2) how to clean the head pipe

What I do:
Assisting a room attendance staff (Intan)

What I learn:
"What is the wow factor in The Zenith Hotel room"

Basically today, I got the same job as previous and start to getting good at it. I get to ask Intan the room attendance staff what is important as maid to observe in a room. She told me we need to think as a guest, so the things most of guest will do is look at:

-the room window: So we need to wipe it clean.
-the room lighting: So we need to check every lamp is working.
-the bed: So we need to make the bed clean and tidy.
-the toilet: So we need to make sure everything is refill and clean.

So then, I ask one and two of the guest in the hotel what you like about the room in this hotel. He/She agreed with the statement that they like about the window view, the room bed with the lighting and lastly the toilet room which have bathtub as well as shower with a installment of cold and hot water.

*Intan shared that in doing job we need to focus on our-self first because not so many others will help us. Do the job smart. She mention that she will be leaving this work to further her study and became taekwando teacher.

A memories with the staff (Intan):

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OFFDAY/REPLACEMENT OF DAY/UNPAID LEAVE

*flying to Incheon yippie :)

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8.30AM Training: (1) how to handle loyal guest
(2) folding a bath towel/hand towel/face towel

What I do:
-Going For 2nd Day Orientation
-Meeting the Head Departments, Assistant Manager and the General Manager.
-Attend for "Perfect Attendants Awards" events

What I learn:
"hotel future plan in recent years"

So today after attending the orientation, we new recruit has be invited to attend a ceremony of event which rewarding their perfect attendance employee in the hotel. Many of them are given RM 100 as a gift of appreciation by the management for their hard work and this gift will be given each quarters of a year.

In the event, I learnt that the hotel will expend the legacy at Genting and Putrajaya. However the plan only will be finish in year 2018 or 2019 as the project has been running mostly already. They manage to gain profit this year more than the previous year but the owner still not satisfied as he said that we can do better and more. For me personally i think this hotel manage to gain a booster this year because they lost one competition, Hayat Hotel, as the place is being renovate. Other than that, I think the owner have plan a well step as he develop new attraction around the hotel with new mall other than the famous East Cost Mall in Kuantan.

*every quarters in a year, a perfect attendance will be rewarded. And I think such thing is good to motivate the employee to come and do their work better.

With one of the staff (Linda) which get the perfect attendance awards:

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8.30AM Training: (1) attendance behavior
(2) how to complete report

What I do:
-Attending 1st Day Orientation for new staff & trainee
-Learning on Grooming standard, leaves etc

What I learn:
"grooming standard"

In order to meet 5 star hotel requirement. The employee need to be following standard grooming which affect the SOP and ISO system.
Some of the point being touch is:

-hair (style/length/color)
-accessories (necklace/bangle/watch/ring/earring)
-nail (length/color)
-lips (color)
-etc

We also has been discussed on how to grooming following the type of job as each position has different needs. For example, job in kitchen need the employee to wearing kitchen uniform and chef cap as help the quality of food.

Others matter has been mention  in the orientation but here is the most topic i think suitable to be discuss because we almost spent 2 hours only to discuss this issues. It might be simple step but it does affect on how the first impression of guest towards the hotel.

*its fun to meet young workers who are new here just like me. With different background and age. However in a job its doesn't matter as long as each of us can handle it and perform the task.

A photo with the orientation's participant:

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8.30AM Training: (1) practicing safety at work
(2) greetings

What I do:
Assisting a room attendance staff (Fazley)
Side job

What I learn:
"organization chart for housekeeping department"

I forgot to mention in the first place who is in this HSKP family. The head of the department is Mr Nasir (HOD) and his assistance is Mrs Zainon (AHOD). Below them is Mazlita which take position as housekeeping admin and trainee manager. Then Mrs Kamilah which is the room attendance manager followed by Mrs Zira who is head of supervisors. Below her is the supervisors: Mrs Ira, Mrs Shida, Mrs Mida, Mr Zul. Next, the order taker which is Mrs Aishah and Mrs Farahin. Lastly the staff of room attendance which consist more than 20 peoples.

So far as i know, housekeeping department is the largest group of staff in the hotel colleagues group. Kitchen might have more people but the team are more to practical student in the group rather than permanent staff.

*as room is the main product of a hotel, its doesn't weird for housekeeping department to have most of colleges among all department. I cant stop to be impress by the team work they show on how 20 peoples supervise by only 5 peoples manage to handle 519 rooms in the hotels.

The organization chart in the office:

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8.30AM Training: (1) how to deal with DND room
(2) how to deal with make-up room

What I do:
Assisting a room attendance staff (Amarina)

What I learn:
"The safety security measure for guest in the hotel in term of key-card"

So today i learn that this hotel use key-card to replace the old keys system. By using key-card the hotel can monitor the usage of the key-card in term of place used and time used. Each time the key-card is use on a door it will be record on the system.

It also can be used in term of control as the card only function on specific door and specific floor. For example, if the guest will be stay at room 1511, he/she only can gain access for 15th floor and room 11 on the floor.  This mean they can't go to another floor by the guest service lift. However, from 1st floor until 4th floor, it can be access without key-card by all guest as these floor consist of restaurants, zen-studio and recreation center which open to all.

In some cases, these key-card also can be reproduced in any amount for security measurement. The staff in reception has the authorities to reproduce a new key-card. Thus, for cases like not working key-card the guest can get an assist from them to get new one.

*for the not working key-card it does happen, luckily our supervisor can handle such case. most of the guest will get mad for cant entering their own room and refuse to go down to renew the key-card. Amarina help me to inform supervisor to inform front office department to assist the guest.

Get to know other intern student like me: