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Teach the internship trainee on the night shift 

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Worked on night shift audit and teaching new internship to do task.
 Teached internships how to handle in-house guest.
 Replying in house guest and customer through online booking websites.
 Received complaint and update to WhatsApp group.
 Assisted a guest to manage their booking through online website.
 Worked on afternoon shift and check in guest during check in process.

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Wedding card that i design for the guest 

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Checking booking confirmation for tomorrow check in.
 Doing night audit and rearrange files for tomorrow check in.  Maked a reservation for walk in guest.
 Make a greeting card to Newly Wedding guest who come and check in on this week. I design it by myself.

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Teached internships how to handle in-house guest.
 Replying in house guest and customer through online booking websites.
 Received complaint and update to WhatsApp group.
 Assisted a guest to manage their booking through online website.

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On this week I was given a “promotion” from intern to senior intern, which also came with a higher salary and more responsibilities, which means that regardless my working hour, I am not allowed to reject calls from them during this time frame and had to be ready to help them with any problems they face, so I was given a room at the hotel to stay in until the new interns are well trained, it was a good experience overall this week as I tried my best to inform the new staff on the procedures. Furthermore, I have been fully given responsibility as the a trainer to the new comer soon, I'm in charge of the operations of the hotel regardless my working hour, I feel like it is a big responsibility as I am just an intern, hopefully I am able to cope with the higher workload.

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On my last week of internship, what I have seen is the internship experience has taught me how to be a person who is both physically and mentally strong, have gotten friendlier and have developed better communication and problem solving skills, become more detail-oriented, strengthening my computer skills and provide insight to my future career. As a conclusion, the resort is a good place to learn and improve ourselves. Besides, the organization is cooperative and pays attention to my opinions. Though the internship experience was quite challenging, it was an experience that taught me many valuable lessons.

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MORNING SHIFT
7AM - 3PM

OFFICE HOUR
11 AM - 7PM

AFTERNOON SHIFT
3PM - 11PM

NIGHT SHIFT
11PM - 7PM

6 DAYS A WEEK

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The Malaysian Tourism Tax already collected by OTA Platform

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On this week, l learnt a new procedure where I was briefed on which is that when foreigners book from Agoda, I have to double check in the email if that the tourism tax is already included, because with the new pricing system, the tourism tax is already included, in that case, we are required to register the guest’s nationality under Malaysia, only then our hotel system will recognize that their pricing has already included the tax. Furthermore, I was briefed on answering messages from OTA’s such as Agoda and Booking.com in order to increase the hotels reply percentage, which is essential for customer service purposes, the messages usually has enquiries and reviews from guests’.

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Check room availability on other months 

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this week as usual i welcoming guests
ii) Inform the housekeeping department regarding the number of guest that will be check in on whis week since our hotel have group check in
iii) Assists in guest check-in process and issue the key card early
iv) Arranging guests’ luggage
v) Answering phone calls
vi) Calling another department regarding guests’ issues.
vii) Handling guests’ issue and fulfill guests’ request

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i hotel system use for check out and check in

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On the first day I started my internship as receptionist at Floresta Hotel, I was guided by my assistant manager, Ms, Alya Sofea.

-  the first task i need to do is i learned how to issues room key card, at the first glance it seems easy and simple but need to be aware of the date and room number access since the  hotel using Hune Intelligent Card Lock System.
- after that, on the same day also, i have learnt about checkout procedures for the guest. The hotel use i-Hotel System.
-by using this system, every process of the checkout need to attention to every detail since its involve to money.
- at first i find its hard and difficult to understand since it was my first time facing and using the real system in the hotel.

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Hotel Olympic Malaysia is managed by Twenty8-Group. The owner of this group is Sir Alvin and Miss Cassie Leai. Under this company have another three hotel located at Kuala Lumpur, 28 Hotel, Floresta Hotel and V Hotel. All these hotel have their own specific theme at the hotel.

As for the for the Hotel Olympic Hotel, the theme hotel was authorized by the Olympic Council Malaysia. This hotel use colorful concept where it is inspired by the Olympic rings. The hotel has a total of 155 guest rooms, each with its own color pattern theme. Besides, the hotel also have a rain forest restaurant, a bar and a meeting room that can accommodate up to 100-140 pax.

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Check the room after the housekeeping do the room cleaning 

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Furthermore, I was tasked to check the rooms after housekeeping has cleaned them, this was to ensure that the guests will get a room that is up to standards of the hotel, firstly I have to check if the toilet is clean and dry, next are the bedsheets and pillow cases as well as the blankets of the room. Moreover, I must ensure every room has a prayer mat and amenities such as water bottles, kettle and coffee has been restocked at every room.

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as usual i do the check in and checkout process, and on this week i learnt new thing which is do the reservation or known as manual reservation.
Procedure of creating new booking from email
1) Insert guests’ name, arrival and departure date, types of room, rate code, rate per night, confirmation number, room features, extra bed choice, arrival and departure time, payment details and guests’ special request for room controller to check when assigned room.
2) Put attachment of the booking that includes booking prove from the email.
iii) Procedure of arranging guests’ payment details in a filing cabinet
1) Arrange according to the ascending order of arrival date

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My name is Siti Sarah Aisyah Binti Azahar. My matric number is 271777 and I am in Semester 8 studying in a Bachelor of Hospitality Management at Northern University of Malaysia or known as Universiti Utara Malaysia (UUM) that located in Sintok, Kedah. Currently, I am attending my internship at Floresta Hotel @ Chinatown at Kuala Lumpur for 6 months starting from April 3rd until October 4th, 2023. During my internship, I am in charge of Front Office department. I will share my internship journey by weeks and each column will represent every month.

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On this week, I joined a staff meeting with my manager and colleagues of my department, we were briefed on the new updated standard operating procedures of the front desk. One of the new things updated was the no show status, before this, the hotel only allowed check in up to 4am, anyone who comes after 4 am are not allowed to check in, even if they have a reservation, however, the new SOP for guests with reservation is to check in them within the system and only check out them from the system after 11am the next day, my manager said that this is to prevent guests from being unsatisfied as they have already paid for the room. Moreover, we were briefed on the new online travel agent known as Dida travel, what I was briefed on was that reservations under Dida travel will be registered under their company name rather than the guests name, so we had to take note of that when looking for the guest’s reservation.

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- In the second week, I still struggling to get used to the hotel system but I managed to adapt myself to the system.
- When I was in the MORNING SHIFT on the first week, I needed to count the deposit money that had been passed from the previous shift then I needed to key the amount in the hotel system.
- I need to count all the checkout rooms on that day and divide the rooms equally to the housekeeping. Then, I need to print ALL ROOM STATUS and give it to housekeeping according to their level.
- Update checkout room in HK CT WhatsApp group for housekeeping and maintenance to go check the room if it is in good condition and no cigarettes.
- While wait, I ask the guest feedback about the room and the services we give or they have any complaint to do, they may write on our feedback form to our hotel make an improvement.
- If the room is okay with no issues, then we have to check the guest name in the system before checkout and make sure the amount balance due is RM 0.00 , then I need to return back the guest deposit of RM100.
-After all the checkout procedures is done, I also have been taught about how to close the shift after my shift to pass to the next shift.
-For the close shift procedure, i need to count back all the deposit money and make sure all the money is tally in the hotel system. after all done, I need to backup data system for my shift.

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-On my third week, I start to work in AFTERNOON SHIFT

Count cash deposit in the deposit box, make sure the amount is tally with the previous shift.
 Log in the system and enter the amount of the deposit that has been calculated.
 Proceed with check in guest. Make sure to check the date of the booking
Update block room in OOO WhatsApp group.
 List all the Booking.com reservation that have not paid yet.
 Reconfirm with the guest whether they check in or not.
 Close Shift: Count cash deposit and make sure it is tally with cashier summary report.
 Do settlement on the credit card terminal (if there is any payment by card).
 Send pass shift report in WhatsApp group handover.

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-On my fourth week on my first month of internship, i start to work in NIGHT SHIFT

Count cash deposit in the deposit box, make sure the amount is tally with the previous shift.
 Proceed with check in guest. Make sure to check the date of tClose shift for POS system.
 Write the details report in F&B report book.
 Do settlement on the credit card terminal (for POS system).
 Check Booking.com & AIRBNB: have to reply inquiry/reviews from the guest.
 Check reservation without room, and re-do the reservation. he booking
Check in ‘No-Show’ booking and update in Handover Group.  Close Shift: Count cash deposit and make sure it is tally with cashier summary report. Sign out the hotel system.
 Do Night Audit.
 Restart all PC.
 Send pass shift report in WhatsApp group handover.

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This week we had another company meeting which was to discuss the new SOP on 6 aspects, the first aspect we were briefed on the SOP for adjustments, basically an adjustment is done when we make a mistake in the system when keying in the details, so we were briefed on how to proceed if there are adjustments, on what to write in the report later.
Secondly, we were briefed on housekeeping reports and complaints about the room, basically if there are any complaints about room cleanliness and any mistake in housekeeping reports, we should inform the group chat and the boss will deduct their salary.
Thirdly, we were briefed on import booking, before this I only checked the STAAH list, but after the night shift has checked the list, the day shift is now required to click on the import booking icon within the system to check if there are any reservations that had problems getting into the system, it is basically a failsafe for the STAAH.
Fourthly, we had an official briefing on the tourism tax, on how to check the emails to find out if the tourism tax if already paid for or if we are required to collect it at the hotel. Moreover, I was briefed on the company’s cancellation policy, any cancellations that occur less than 24 hours before are to be rejected, usually the OTA such as Agoda will call and request therefore we were briefed on how to reply them. Lastly, we were briefed on the reply format for OTA messages, now every hotel branch has its own unique reply for good, bad, and neutral review

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Floresta Hotel is a vintage hideaway set in the historical street of Petaling Street, Chinatown. Located in a perfect location in the city centre of Kuala Lumpur for business travellers and leisure travellers.

The building is conveniently located only 500 m from Pasar Seni LRT & MRT Station, 1.7 km from Berjaya Times Square, 2.5 km from Starhill Gallery and 2.6 km from Pavilion Kuala Lumpur. It is also around 2.8 km from KL Sentral, 1.7 km from Islamic Arts Museum Malaysia and 3.1 km from Kuala Lumpur Convention Center.

Floresta Hotel highlights the concept of ‘When Vintage Meet Comfort’ denoting vintage in flowery and forest theme. All the rooms are furnished with quality furniture to provide an exceptional sense of comfort. It owns 109 rooms with a 24-hour front desk and complimentary WiFi throughout the property. Stay with us and discover the lively neighbourhood of historic treasures and diverging cultures. Chill in our comfy beds for a pleasant rest and relax yourself with our rain showers.

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This week we welcomed a new staff to the hotel who also worked at the front desk, her name is Nor, since this week I was the same shift with her, I was tasked to teach her the basics of using the I hotel system, which also helped myself better understand the system, I am a beginner myself but I tried my best to help her. Firstly, I taught her how to check in and check out guests from the system, I also taught her how to arrange the guests individual file according to their room number. This week I didn’t learn anything new as I am pretty well settled within my team and working as usual.

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Hotel fully book. No available room left

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On this week, our hotel is fully booked by group check in since have an event schedule on 29th August to 31st August in Kuala Lumpur. So they book the room one month in advance.
so as preparation, we make sure all the room is be clean and we issue the room keycard earlier.

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Hotel 28 is a hotel with colourful, futuristic, and modern themes suitable for business and family trips. It is located at Chow Kit, Kuala Lumpur surrounded with eateries and businesses. The property puts you close to attractions, it is around 1.8km from World Trade Centre Kuala Lumpur and 2.5km from Suria KLCC.  It is easily accessible by public transport as Monorail Chow Kit Station is only 400m away.

Hotel 28 provides a 24-hour front desk and complimentary WiFi throughout the property. Limited parking lots are available with charges applied. There are total of 128 rooms equipped with bathrooms. You can stay fresh and clean with a hair dryer, toiletries and towels provided in some of the guest bathrooms.

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STAAH SYSTEM, CHECK FOR BOOKING THAT IS NOT IN HOTEL SYSTEM

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this week i learnt how to open and check booking at STAAH. where i need to find the booking that is not found in i-hotel system.
by checking using staah, i need to do the booking by manual booking where all the reservation details need to be done manually.
the most important part is at the payment section.

in this week also, i have faced a problematic guest where he complaint got disturb by someone. when i ask the details about what kind of kacau ganggu, he cannot say much and he is insists to see hotel's CCTV. my response towards him, i said he need to make the police report first and then i will allow him to see. but he still insists.

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The Kuala Lumpur Convention Centre is 3.9 km away, while Trec KL is 2.4 km away from the 2-star Beez Hotel. The housekeeping service and 24-hour reception are additional conveniences. The location is in the Ampang neighborhood, close to Surau Al-Falah. The cutting-edge Aquaria Oceanarium is conveniently close by. A 5-minute stroll from the hotel is Udon-Ya San Restaurant, where visitors may savor Japanese cuisine. The Pandan Jaya city rail is about a 5-minute walk from this lodging. The Sultan Abdul Aziz Shah airport is 36 minutes away by vehicle for visitors

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On this week I learn how to do amendment new reservtion ticket to customer who changed their date.
 Answering phone calls from customer.
 Having a discussion with supervisor regarding package information.
 Asked for change department with supervisor.
 Welcoming another new intern and teach them how to do a task.

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Teached internships how to handle in-house guest.
 Replying in house guest and customer through online booking websites.
 Received complaint and update to WhatsApp group.
 Assisted a guest to manage their booking through online website.
 Worked on afternoon shift and check in guest during check in process.

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Updating upcoming reservation to housekeeping group WhatsApp.
 Managed to solve lift problem by calling technical staff.
 Doing charges to guest who were broke hotel policy.
 Printing housekeeping report for the housekeeping daily task.
 Issuing new keycard to guest who were having trouble with their room.
 Assisted guest who were want to keep their lugagge at control room.

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Checking out past guest in the system.
 Answering phone call from guest who want to check their booking confirmation.
 Promoted breakfast buffet at Hotel Olympic Malaysia upon check in.
 Answering phone call from in house guest.
 Offered check out guest the 15% discount for the next stay if they book online.
 Updating booking status in WhatsApp group

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Dinner with manager and senior fo at Mee Tarik 

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Rearrange files for today’s check out.
 Answering phone calls from in-house guest.
 Working on night shift and doing night audit.
 Went to cafe and having dinner with assistant manager and senior front office at Leaf and Co.
 Received complaint and updated to WhatsApp group

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Check Booking.com & AIRBNB: have to reply inquiry/reviews from the guest.
 Check reservation without room, and re-do the reservation. 3 AM 4 AM BREAK 4 AM 7 AM
 Check in ‘No-Show’ booking and update in Handover Group.  Close Shift: Count cash deposit and make sure it is tally with cashier summary report. Sign out the hotel system.
 Do Night Audit.
 Restart the PC.
 Send pass shift report in WhatsApp group handover

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On this week, other than do check in and checkout, i also able to manage Online Travel Agent (OTA) and I-Hotel. because in addition to check-in and check-out procedures, front office personnel oversee receiving bookings, amendments, enquiries, and clarifying any inquiries that guests may have about Floresta Hotel. Furthermore, front office personnel are responsible for maintaining the I-Hotel system and continually checking for "without room" bookings, which occur when hotel rooms are oversold.

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V Hotel Pudu Kuala Lumpur, located 2 km from Kuala Lumpur Convention Centre, features free self-parking and a restaurant. Dataran Merdeka is less than 3 km away. The venue is set in Pudu district, 100 metres from Pudu underground station. It takes 30 minutes on foot to get to Kuala Lumpur city centre.  A free breakfast is provided for all guests. The lounge bar is ideal for a relaxing drink.

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PRACTICUM VIDEO PRESENTATION FOR SIXTH MONTH AT HOTEL OLYMPIC MALAYSIA