# data[].attributes.body
As usual I check in at 8.24 am and take my chair from behind and sit beside Mrs.Rina and prepared myself to hear her briefing and observe her actions for certain things like handling phone calls.Then,she teach me phone handling procedure which is after attend the call have to greet and mention hotel name then ask what customer want.Then before end the call have to thank them.There are some procedure before a customer check in which is registration.In the registration form customer name, passport number,phone number,address and car number are compulsory to fill up.It’s for security purpose and if something happens means easy to settle the problem.As a receptionist,we have to make sure customer need a receipt or not if they need means we have to fill up either in their name or company name.Most of salesman,have receipt in their company name because it’s easy to claim.For advance booking, receptionist have to take note customer’s name and phone number and it’s easy for  confirmation.Customer have to pay advance payment for advance booking to avoid frauds.Other than this,for advance booking,receptionist have to take note type of rooms they want and have to open a receipt with their name,date,price and in room number column have to write type of room not room number.It’s to avoid any misunderstanding from their customers.In Highland hotel they have files for regular customers and attached with card to know the previous remarks like the specific number of room they want to stay.For Chinese they have 3 files,for Malay 2 files while for Indian 2 files as regular customer name list.For the new customers they will have their name list in registration file to recognize them easily.Then she go for her rest at 11.30am then Mr.Yo answer my questions regarding to my report.Later, I thanked him and at 12.40pm I check out.

These are the type of rooms and prices.

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Today I check in to work at 8.35 am then I take a chair and sit beside my front office trainer,Mrs.Rina. She brief me about types of room Tangkak Highland Hotel provide to customers.They are standard,superior double,superior twin sharing,deluxe and family rooms.Standard room consists 1 double bed but the room space is small.Superior is a big room and divided into 2 types such as superior double which consists 1 double bed while twin sharing consists 2 single beds.Deluxe room consists 1 double bed and 1 single bed.Family room consists 2 double beds or 4 single beds or 3 single beds.Tangkak Highland Hotel consist 22 customer rooms.The first floor consists 7 seven rooms,second floor also consists 7 rooms and third floor consist 8 rooms.WiFi available for all floor but poor connection for third floor compared to first and second floor.Highland Hotel applying manual way for front office,because it’s a budget hotel.They will provide some extra facilities for customers such as soap, hanger, shampoo,towel,racing bicycle parking and others.There will be extra charge for additional mattress each RM15 and early check out and late check out also have to pay extra charges.There will be given time until 6pm to check out.For late check out certain rooms charged certain prices.For standard and superior rooms RM 30,deluxe room RM 40 and RM 50 family room.The room’s suitable temperature is 23°C because it’s surrounding environment temperature is 23°C.I do my work as a front office when there was customers to checked out,I thanked them with smile and fill up the check out form and write down the time too.Then,I put the keypads in a box which is for room service purpose.Later, at 12.25pm I check out.

I'm at front office.

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I check in for work at 8.30 am and greeted Mr.Yo.Then,he called me and asked me to sit beside him.Then he brief me about hospitality and more about services.The most important thing for hotel is service which satisfy customers.He mentioned that “lip service” is main reason of a hotel failure.It means that their service for customers is not from their heart.It’s meaning that hotel staff’s serves customers by giving fake smile not a smile from heart.This effect the customers mood and the feedback destroy hotel reputation.Then he also said that before becoming a receptionist, they will have test in giving true and joyful smile to customers.Because hotels always give important to their customer’s feedback.When hotel staff’s give true smiles to customers,they will be happy and good even if there is any problems in the hotel they won’t make it as an issue.Then,he also mentioned the true meaning for hospitality by saying that hospital is a place where patient’s get cure and become strong while hotel is a place where customer stay and receive good service and give good feedback.After that,he brief me about management rules and ways to manage.He also shared his experience and mentioned that rules is always rules it doesn’t matter the related person are family or friends.He advised me to be good in management.In hotel industry cleanness is very important and it also give impact on towards industry.For example,a hotel have talented front officer,house keeping,maintenance,sales department and food and beverage but their room are dirty they will dissatisfy and give negative feedback.Then,I had a break around 11am then he get a important call and he asked me to checked out then he went out.Later,I checked out at 11.30am.

Prepared as a receptionist.

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Today my work starts at front office as a receptionist.As usual I checked in at 8.30am,but my trainer for front office didn’t came for today.So,I just sit there and help for house keeping trainer and all guests checked out there is no guest.So,my manager ask me to checked out.I checked out at 11.30am.

Tangkak Highland Hotel Front Office

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I didn’t go to work because I’m sicked.

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Today also I checked in early than usual days,at 8.24am.Then,I greeted Mr.Yo when he was at reception counter.Then,I started to swept the floor and staircases and take lodging tools to rooms.Then,I take keypad from my trainer and open the door and wiped the furniture and windows.Then,I cleaned garbage wicker container and put new plastic for it.Today for toilet I just wiped the sink and toilet bowl after washed it.And continued to mopped the tiles and wiped the wall.Then, I closed the toilet door and started to changed the bed sheet,pillow cases and blanket.After that,I swept the room and mopped it and spray air freshener.Then,I sent the keypad to receptionist and continue to other rooms.I finish lodge second room and done with toilet cleaning also.Then,I make sure air conditioner’s air filter and bathroom exhaust fan are cleaned then at the same time I’m done for two rooms and sent keypads to receptionist and bring all lodging tools to second floor and there I lodged two rooms and move to first floor and lodged two rooms as second floor too.For today I had lodged five rooms and checked out at 12.30pm.

I wiped the chair in room.

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Today I checked in to work early it’s at 8.25 am then I swept the staircases.Later I do lodging with my trainer.I washed the mugs and saucer and rubbed the sink and wiped it until dry.Then,I rubbed the toilet bowl and washed it and wiped it and mopped the toilet tiles.My trainer doing lodging after finish I sent keypad to receptionist.While waiting for customer to checked out we just clean another room which didn’t used frequently.I just cleaned the toilet sink,bowl and wall.Because we make to make sure rooms are cleaned and comfort for guest.Then,we moved to another room after guest checked out.I wiped windows and furniture.Then I changed the bed sheet,blanket and pillow cases.Then after done lodging I cleaned the toilet as usual cleaning started from sink,toilet bowl and tiles.Then I cleaned the bathroom exhaust fan and air conditioner’s air filter.I changed the used towels and place new towels in dressing table and cleaned garbage wicker container.Later,I spray air freshener and place a toilet mat.After done my works I closed the toilet door and send keypad to receptionist and moved to another room.There,I change the bed sheets,blankets and towels.Then mopped the toilet and swept the floor and spray air freshener.Then,I send keypad to receptionist and put all lodging tools at the first floor corner and checked out at 12.25pm.

Last room lodging for today.

# data[].attributes.body
As usual I checked in at 8.30am to work and greet the receptionist.Then,I swept the floor and staircases.Later I wiped the in front glass door with floor mop and wiped again using newspaper.Then I take keypad from receptionist to do house keeping and today were four rooms for house keeping.Three rooms at first floor and one room at second floor.I started to wiped the windows,cupboards and furniture.Then I swept the room floor and moped it.Then,I cleaned the toilet.The sink,toilet bowl,tiles and wall had been rubbed and poured water.Then I wiped sink and toilet bowl until dry and wiped the wall using floor mop and wiped the toilet door too.Later I keep the soap and shampoo packets and close the door.Then I removed the bed sheet,bed spread and blankets from bed.I changed it to new and fold it neatly as usual.After that,I put two towels which folded neatly at dressing table and cleaned garbage wicker container and put new plastic for it.Lastly,I make sure all done then take keypad from keypad holder and leave all the switches on ON mode.Later I send the keypad to receptionist and continue to another room.For that room,I didn’t do much lodging because it’s a cleaned room just have to wiped the windows and furniture and clean toilet.I didn’t change the bed sheet,blanket and pillow cases.Then,I waited for guest to checked out and to do lodging.Then at 11.45am a guest check out and I do lodging for the room as usual.I finished lodging at 12.30pm then I checked out.

Putting bed spread to prevent bed from dust.

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Today I checked in to work at 8.35am,five minutes late.I started to swept the floor and staircase then I take keys from receptionist for lodging.I wiped the window and furniture.Then I cleaned the air-conditioner’s air filter and cleaned room floor.Later,I cleaned toilet sink and rubbed the toilet wall.Then,I cleaned toilet bowl and wiped the sink and toilet bowl using a towel.I use floor mop to dry the toilet wall and put soap and shampoo packets in provided try.Then,I removed the bed sheet,bed spread and blanket.Then after all done I closed the toilet door and put mat outside the toilet and take keypad.Later,I send the keypad to receptionist and take another keypad from receptionist for lodging.For second room,I wiped all furniture and windows then started to clean the toilet.I cleaned the sink,toilet bowl,tiles and wall had been rubbed and poured water.Then I wiped sink and toilet bowl until dry and wiped the wall using floor mop and wiped the toilet door too.Later I keep the soap and shampoo packets and close the door.Then,I move to another room for lodging.I swept the floor and mopped it.Then I mopped the toilet tiles and cleaned the garbage wicker container and put new plastic for it.All are done,I keep the switches on ON mode and send the keypad to receptionist.At 12.30pm I checked out from office.

Room condition after lodging.

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As usual today my work started at 8.30am.I started to swept the floor and staircases. Then I continue to house keeping.I wiped the cupboards,windows and tables and then cleaned the air-conditioner’s air filter.Later,I cleaned the toilet.Toilet cleaning started from sink cleaning,toilet bowl,toilet wall and toilet tiles.I rubbed the sink using soaked sponge and then poured water and wiped it until dry.Then I rubbed the toilet bowl using the soaked sponge then rubbed again using toilet brush and poured water then wiped it until dry too.Later,I poured two buckets of water in toilet bowl.Later I rubbed the toilet wall and tiles using toilet brush to remove the soap strains.After that,I poured water and mopped the toilet tiles until dry.Then I put soap and shampoo packets in the provided tray.Soap and shampoo packets are depend on bed size.I finished cleaning toilet then closed the door.My trainer done with bed.Then we move to another room for house keeping.As before I clean the toilet and she do for bed.After done,we move to third room as last room for house keeping.Then I spray air freshener and place a toilet mat.I finished lodging the third room and checked out at 12.30pm.I also learned house keeping function is to establish a well coming atmosphere and ensure reliable service from all the staff of the department.

I wiped the toilet wall using floor mop.

# data[].attributes.body
As usual my work started at 8.30am,by sweeping the staircases.Today were four rooms for lodging.I started to wipe tables,cupboard and windows.My trainer was removing the bed sheet,blanket and used towels.Then both of us put new bed sheet,blanket and bed spread.Then I cleaned the air-conditioner’s air filter and continued my work on cleaning toilet.Today we take extra time to clean toilet completely because we clean bathroom exhaust fan.There were few steps to clean the fan. First,have to turn off circuit breaker that controls the bathroom vent fan then remove cover and fan on vent fan.After wash then fan and cover have to wiped it. Later,fix the vent fan and it’s cover and turn on the circuit breaker.

Later,I cleaned the toilet bowl,toilet wall and sink.After clean I have to wipe toilet bowl,wall and sink.I also rubbed the tiles using toilet cleanser and toilet brush.After finished cleaning toilet as usual I put soap and shampoo packets in the provided tray.We have done lodging together for two rooms.For the third room,my trainee only help me to rub the toilet tiles then she take over the receptionist.After that, I lodged the room on my own from changing bed sheet until cleaning the garbage wicker container.After cleaning the toilet I closed the toilet doors then I do lodging.Then I spray air freshener and place a toilet mat.Later I swept the floor and mop it and change the used towels and finally send the keypad to receptionist.My works all done at 12.40pm then I checked-out.Today I have learned that house keeping is to ensure high standard of cleanliness general up keep in all areas for which the department is responsible.

Cleaning air conditioner's air filter

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Today my works starts at 8.30am.I swept the floor at reception counter then I wiped the staircase holder.Then, me and my trainer start to do house keeping from first floor for two rooms.For today,my trainer evacuate all the bed sheets,blanket and pillow cases.I wiped the windows,cupboards and table.After I wiped the windows,my trainer instruct me to wiped again using newspaper because of the mirror.Today she guide me to clean the air-conditioner’s air filter and she also mentioned that this have to be clean twice a week because it easily absorbed dust.

After that she instructed me to clean air-conditioner’s air filter.She instruct me to use vaccum cleaner to clean the carpet room and then we do lodging. Later,I wash the mugs and saucer used by guests.Toilet cleaning started from sink,toilet bowl,toilet tiles and toilet wall.I clean the sink using soap and then washed it and wiped it.I rubbed the toilet bowl,washed and wiped it.I wiped toilet wall and mirror using floor mop.Later I clean the garbage wicker container.

After I cleaned the toilets she mop the toilet tiles as last cleaning process for toilet. When we finish our lodging at first floor we move to second floor to lodge three rooms. For three rooms,she do lodging and I clean the toilets.While for the fourth and fifth room,I do lodging with her and she clean the toilets.Then,I put soap and shampoo packets in the provided tray with a cup.We lodged five rooms after lodging I sent the keypad to reception counter and put towels in rooms.Today there was eight room to for lodging but I have done my job for five rooms and at 12.35pm I check-out from hotel.

As second day experience,I had difficulty in using vaccum cleaner because it was quite tough for me to suck the dust in floor.I also learned that the importance of house keeping in a hotel is to achieve the maximum possible efficiency in the ensuring the care and comfort of guest,and in the smooth running of the department.

Room condition during lodging.

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I reached Tangkak Highland Hotel sharp at 8’o clock and waiting for the staff to open the hotel.Then I was waiting for the house keeper to check-in while waiting Mr.Yo the hotel manager give me guidelines that first week I need to do housekeeping,and the following week with front house.He also specified my working hours.Around 8.40am the house keeper came and the hotel manager acquainted me with her.After the house keeper prepared,she demonstrated to me a cabinet which involved bed sheets,pillow cases,towels,soap and shampoo.

We begun to housekeeping around 9.15am.For housekeeping my trainee was Ms.Yadi and for front house is Ms.Rina.For first lesson for housekeeping the trainee instructed me to observe her works then I need to take after her for the up and coming process.First of all she showed me the upstairs(way) used for housekeeping then she opened few rooms for me to show the type of rooms provided.Then,we entered 115 room,she remove all the bed sheets,blanket and pillow cases.Then I have been instructed to swept the floor.

Later,she show me appropriate approach to put the bed sheet,blanket and bed spread.For bed she put bed sheet first before that she instruct how to spread the bed sheet on claim without others help.The expertise is I have to hold two edge of the bed sheet and sift then it will cover the entire bed.Then,I need to crease bed sheet edges and embed into the underneath bed.Then,for the front edge I need to embed in the side sheets at that point overlay the front sheet and embed it.The bed sheet must neat.

Later,we put another layer clothe and do as bed sheet process and lastly blanket.Blanket have to be half of bed and folded and insert in.I change the pillow cases.To ensure the bed is spotless from dust,we use bed spread and fold it too.Later,she clean the tables with wet cloth and I clean the garbage wicker container and put new plastic for it.She clean the toilet wearing gloves in hand,first she clean the sink using sponge that already soaked in soap.Then,she clean the toilet bowl using the sponge first the flash the water and again she clean it using mop for bowl inside and she poured one bucket of water.

Again she flash the water and clean the toilet tiles using mop.Later,she clean the toilet wall and mirror using floor mop.Later,she put two soap packets and 2 shampoo packets in a tray with a cup.Later she close the toilet door,spray air freshener and place a toilet mat.Then,I put two piece of towels at dressing table and give back the keypad to receptionist.We had clean four rooms and when we are done I check out at 12.30pm.As first day experience,me and my trainee had a amusing incident.We was done with bed sheet then we put blanket and proceed to next step then only we noticed that we didn’t put second clothe and both of us laughed at each other.Because the second clothe and the blanket must be collapsed together.I likewise have do all alone for four informal lodging helped her.

First day being formal to work.