# data[].attributes.body
Near to the last week in the Reservation Department, I continued performing my regular tasks, including handling OTA bookings, answering guest calls when necessary, and posting payments in the system. By this time, I was able to work more independently and carefully, making fewer mistakes compared to earlier weeks, particularly in processing payments.

I only referred to my supervisor occasionally for matters that required confirmation or for areas I might have missed. In addition to completing my daily tasks, I also began preparing for my upcoming rotation to the next department, ensuring a smooth transition while maintaining the quality and accuracy of all reservation-related work.

During this week as well, there was a visit from a university supervisor, Sir Muhammad Zulhilmi bin Zulkurnain from UUM, who came to observe the progress of the intern students and to ensure that their welfare was well taken care of at the internship placement. The visiting supervisor was very friendly and attentive, asking detailed questions about the interns’ overall experience and well-being at the workplace. He also discussed with the industry supervisor regarding the interns’ behavior and performance throughout the internship duration to assess whether the development of the students had been positive or negative. This visit provided an opportunity for both the students and supervisors to reflect on the progress made and to strengthen monitoring for continuous improvement.

Learning & Reflection:

This week allowed me to consolidate all the skills I had learned in the Reservation Department. I strengthened my ability to work independently, improved my attention to detail, and became more confident in managing bookings and guest information. I also learned the importance of planning and preparation when transitioning to another department, which will be valuable for my ongoing professional development in the hospitality industry.

Additionally, the visit from the university supervisor, Sir Muhammad Zulhilmi bin Zulkurnain, reminded me of the importance of accountability and continuous progress monitoring during internships. His discussions with both students and industry supervisors emphasized not only technical performance but also professional behavior and overall well-being. From this, I reflected that internship is not only about developing skills but also about demonstrating positive attitude, discipline, and growth in a real working environment.

# data[].attributes.body
I officially began my internship on 17 March 2025 at Hotel Maya KLCC. On the first day, I attended a briefing session conducted by the HR department regarding the hotel’s policies, rules, and workplace regulations. I was also required to complete several forms and documents related to my personal details and trainee registration.

Following the briefing, HR gave me a short orientation around the hotel, introducing me to several departments before escorting me to my first placement in the Reservations Department. Here, I was given an introduction to the department’s scope of work, including the daily responsibilities of a reservation staff. My supervisor also explained the working hours, which usually run from 9:00 am – 6:00 pm (Mon–Fri) and alternatively 9:00 am – 4:30 pm (Mon–Sat every other week). However, since my internship took place during the month of Ramadan, the working hours were adjusted to end one hour earlier to allow Muslim staff to prepare for iftar. Therefore, my first week followed the adjusted schedule of 9:00 am – 5:00 pm.

During this week, I was introduced to the hotel’s reservation system, which required manual key-in of data. I was guided step by step on how to input guest information, select room categories, and ensure accuracy in booking details. I was also exposed to booking processes via Online Travel Agencies (OTAs) such as Traveloka, Booking.com, and Trip.com. My supervisor explained the similarities and differences between these platforms, and how guest details from vouchers must be carefully transferred into the system.

In addition, I was given a public holiday leave on 18 March (Nuzul Al-Quran), before resuming my duties for the rest of the week.

Learning / Reflection:
The first week provided me with a solid foundation and introduction to the overall hotel operations and specifically the reservation workflow. I learned how important it is to be attentive when handling guest data, as even a small error could affect the entire booking process. I also became familiar with different room categories, booking procedures, and hotel promotions, which gave me a clearer picture of how the reservation department plays a vital role in overall hotel operations.

# data[].attributes.body
Assalamualaikum and Hi , My name is Nurnasrin Syuhada Binti Mohd Faizal and I am a hospitality management student From University of Utara Malaysia . I am currently doing my internship at Hotel Maya KLCC from 17 March 2025 Until 19 September 2025. During My 6 Months of internship , I will be place in 2 department which is Reservation and Front Office Department.

# data[].attributes.attachment_caption
CONFIRMATION OF UUM PRACTICUM DUTY REPORT

# data[].attributes.body
During this week, I was given the opportunity to assist the Marcom Department in producing a TikTok promotional video for Hotel Maya’s participation in the MAH Tourism Fair. My role was to act as one of the talents presenting the Super Saver Package on camera, while the Marcom team took charge of all technical aspects such as camera setup, lighting, directing, and editing.

The package that we promoted was the Super Saver Package, priced at RM260 nett, which included a 1-night stay in a Heritage Room with breakfast for two persons. This package was valid for six months, limited to 200 vouchers only, and was exclusively promoted through TikTok on the official Hotel Maya account. The shoot took place at the MAH Tourism Fair booth, where the hotel had set up branding materials and promotional displays to attract both visitors at the fair and online audiences.

Throughout the session, I was guided with a short script and coached on how to use the right expressions, tone, and body language to make the promotion appear lively and engaging in the TikTok format.

From a technical perspective, the Marcom team used the TikTok mobile app, together with media equipment such as a camera, tripod, microphone, and lighting to ensure the content was of good quality. I also had the chance to observe how the Marcom and Sales teams coordinated together, ensuring that all the package information I presented was accurate and aligned with the ongoing hotel promotions.

Learning/Reflection:

I gained valuable skills in on-camera presentation, including how to adjust my expressions and delivery to suit a social media audience. I also learned about the importance of digital branding strategies, particularly how platforms like TikTok are now widely used to reach and engage potential guests in a more creative way.

Overall, I felt proud to contribute to this project as it not only boosted my confidence but also allowed me to see how teamwork across departments (Marcom, Sales, and Front Office) is crucial for successful promotions. This experience gave me a better understanding of how hotels connect with their target audience through modern platforms, which I believe will be very useful for my career in hospitality.

# data[].attributes.body
In my second week, I continued to practice the manual reservation process, this time with closer involvement and frequent guidance from my supervisor. Each day, I was assigned several bookings to key into the system. After completing them, my supervisor would carefully review each reservation to check for accuracy, and any errors or missing information were immediately pointed out for correction before the booking could be finalized.

This week, I was also introduced to a wider range of OTA platforms, including Destination of the World (DOTW), Flow (for daily use bookings), Agoda, and others. Although the booking procedures were generally similar, I learned that each OTA had different methods of room rate calculations and specific requirements for data entry. My supervisor introduced these platforms to me one by one at a suitable pace to ensure I fully understood the differences.

On 26 March 2025, Hotel Maya KLCC organized a Hari Raya photoshoot session. All staff members, including interns, were asked to wear traditional attire and take part in the session alongside the General Manager and the Heads of Departments. This event gave me the opportunity to meet senior colleagues from other departments, interact with them in a casual yet professional environment, and strengthen my sense of belonging within the hotel community.

Learning / Reflection:
By the end of the second week, I had become more confident in handling bookings under supervision. I realized the importance of accuracy and consistency in reservation data entry, as even minor errors could lead to guest dissatisfaction or operational issues. I also gained a deeper understanding of the different OTAs and how their booking structures vary. The Hari Raya photoshoot was also a memorable experience that allowed me to build better workplace relationships and understand the importance of teamwork and camaraderie in a hospitality environment.

# data[].attributes.body
From 31 March until 2 April, I was on leave for the Hari Raya holiday. I resumed my duties on 3 April 2025. Upon returning to work, I continued managing OTA bookings as usual, but with less supervision as my supervisor began entrusting me with more independent responsibilities. I was still monitored, but I was now given the chance to work on my own first before having my work checked.

In addition to the daily booking tasks, I was also assigned a new responsibility of sorting booking files. After completing all reservations in the system each day, I needed to separate the booking vouchers according to their respective dates and months. These documents had to be properly sorted and filed into partitioned drawers in the reservation office for easy reference. This task highlighted the importance of organization and documentation in the reservations department, as having a clear filing system ensures smooth coordination when cross-checking guest bookings.

Learning / Reflection:
During the third week, I felt a significant improvement in my confidence and ability to handle reservations independently. I began to see myself as part of the daily operations rather than just an observer. At the same time, I understood the critical role of maintaining a systematic filing process, as proper documentation ensures efficiency and accuracy for the whole department. This week taught me the value of attention to detail, self-reliance, and accountability in handling real responsibilities.

# data[].attributes.body
I officially began my placement in the Reception Department on 14 July 2025 after completing my training in the Reservations section. On the first day, my supervisor introduced me to the shift operations at the Front Office, which consist of three shifts: Morning Shift (7:00 am – 3:00 pm), Afternoon Shift (3:00 pm – 11:00 pm), and Relief Shift (11:00 am – 7:00 pm).

For my first week, I was scheduled to work the Afternoon Shift from 14 July until 18 July, with one rest day allocated during the week.

Throughout this week, my main focus was on observing how senior staff handled the check-in and check-out process. This included welcoming guests, verifying reservations, preparing room key cards, and explaining hotel facilities and services. I was also given small tasks such as updating reservation details in the system and responding to simple guest inquiries, all under close supervision.

Learning & Reflection (Week 1):
From this week, I learned the importance of being detail-oriented and professional in every interaction at the reception desk. I realized that even minor mistakes could directly affect the guest’s impression of the hotel. This experience also helped me adapt to the culture of shift work, which requires discipline and good time management. Most importantly, I started to build confidence in interacting with guests face-to-face.

# data[].attributes.body
In the second week, I continued with the Afternoon Shift schedule (20 – 26 July 2025). My supervisor involved me in a new task, which was assisting with room inspections before guest check-ins. I was trained to carefully check every detail inside the rooms to ensure they were complete and guest-ready. For example, the wardrobe must contain bathrobes, an iron and ironing board, and a safety box. Inside the bathroom, the toiletries set, toilet paper, and towels (bath towel, face towel, and hand towel) must be fully provided.

On 22 July 2025, due to one of the staff being on medical leave, the duty roster was revised, and I was assigned to a 12-hour shift (11:00 am – 11:00 pm). Although it was longer than the usual 8-hour schedule, I was compensated with 4 hours of overtime pay. This gave me first-hand experience in handling an extended operation shift, which required extra energy, focus, and endurance to maintain the same level of professionalism throughout.

During this week, I was also introduced to the different room categories available at Hotel Maya KLCC, such as Deluxe Rooms (King or Twin), Heritage Rooms (King or Twin), Premium Rooms (1 King Bed + sofa bed that can be extended as an extra bed), Grand Premier Rooms (1 King Bed + 2 Single Beds), and the Executive Suites with larger space and premium facilities.

Learning & Reflection :

This week taught me the value of attention to detail and the role it plays in creating guest satisfaction. By checking the completeness of room amenities, I understood how Front Office and Housekeeping work closely together to ensure a smooth guest experience. I also gained useful knowledge about the different room types, which helped me answer guest inquiries more confidently.

The unexpected 12-hour shift on 22 July further developed my adaptability and resilience as a Front Office staff trainee. It gave me a real insight into what it means to work in a service industry where flexibility is required to cover operational needs. Even though it was tiring, I learned how to pace myself and remain professional until the end of the shift.

# data[].attributes.body
In my third week, I started to handle guest check-ins and check-outs independently, though still under the close supervision of my supervisor. This was a significant step as it allowed me to apply the knowledge I had observed in previous weeks and put it into practice.

I was also trained to handle guest payments upon check-in, which included posting all payments into the system under Advance Payment. This procedure was slightly different from my experience in the Reservations Department, where I only posted Virtual Credit Card (VCC) payments. At the Reception Desk, however, both cash payments and credit/debit card transactions must be posted under Advance Payment in the system immediately after collection.

At the end of each shift, I was responsible for performing the daily closing process, which involved reconciling all payments recorded in the system. I had to ensure that the printed invoices, card slips, and cash amounts matched exactly with the postings before submitting them to the Finance Department. In addition to this, I was also required to count and verify the Front Office cash float. Each cash drawer must contain an exact balance of RM2,500, and this amount had to be checked and recorded as proof that the person in charge had verified the accuracy of the float. Ensuring no shortages was critical to maintain transparency and accountability in the Front Office operations.

Learning & Reflection :

This week strengthened my understanding of financial accuracy and accountability at the Front Office. I learned the correct posting procedures for both cash and card payments under Advance Payment, which is different from the process in Reservations. I also realized the importance of carefully maintaining the cash float balance of RM2,500 to prevent discrepancies. Accuracy, attention to detail, and honesty were essential, as even a small mistake could cause major issues for the Finance Department.

Handling these responsibilities gave me a clearer sense of how crucial the Front Office role is in safeguarding the hotel’s financial integrity. At the same time, managing check-ins and check-outs independently boosted my confidence and improved my ability to serve guests with professionalism.

# data[].attributes.body
In my fourth week, I learned how to prepare guest wishing cards, which are an important part of creating a personalized and memorable guest experience. The Front Office is responsible for preparing various types of cards such as:

Greeting cards to welcome VIP guests.

Congratulatory cards for guests celebrating special occasions such as honeymoons or anniversaries.

Apology cards in case of service errors or inconvenience caused to guests, usually accompanied by a complimentary chocolate box delivered to the guest’s room.

Most frequently, I was assigned to prepare welcome cards for VIP guests and special occasion cards for honeymooners and anniversaries. These cards were not only delivered but often accompanied by a request to the Housekeeping Department to arrange special room decorations, typically swan towel art, to enhance the guest’s experience.

I also had the opportunity to personally place the cards in the guest rooms, which gave me insight into the coordination between departments and the importance of attention to detail in maintaining the hotel’s service standards.

Learning & Reflection :
This week taught me that even small gestures, such as preparing and delivering a simple card, can have a big impact on guest satisfaction and loyalty. I learned the importance of personalized service and how these thoughtful touches make guests feel valued. Additionally, I gained experience in working together with the Housekeeping team, which emphasized the importance of interdepartmental cooperation in delivering excellent service. This practice reminded me that the Front Office is not only responsible for check-ins and check-outs, but also plays a key role in creating memorable guest experiences.

# data[].attributes.body
This week, I gained practical experience in handling foreign currency deposits from guests who did not have sufficient Malaysian Ringgit (MYR) during check-in. For example, one guest deposited USD 400 as a temporary guarantee for their room payment.

The procedure required me to:

Collect the foreign currency from the guest as a deposit/guarantee.

Record the transaction in the Front Office logbook as the person in charge of receiving the deposit.

Keep the currency securely until the guest exchanged it into Malaysian Ringgit.

Return the exact same amount of foreign currency once the guest settled their payment in MYR.

My supervisor also explained that Hotel Maya cannot legally accept foreign currencies (such as USD or EUR) as direct payment, as the hotel does not hold the license to transact in any other currency besides Malaysian Ringgit. Therefore, foreign currency is only accepted as a temporary deposit to ensure the guest remains responsible for making the full payment in Ringgit.

Learning & Reflection :

This experience enhanced my knowledge of the hotel’s financial procedures and compliance requirements. I learned how to correctly handle guest deposits, ensure proper record-keeping, and maintain accountability when managing guest funds. It also taught me the importance of following financial regulations, since accepting foreign currency as direct payment could create legal or compliance issues for the hotel. Overall, I gained confidence in handling financial transactions at the Front Office and realized the importance of accuracy, transparency, and guest trust in payment processes.

# data[].attributes.body
During this week, I gained valuable experience in assisting with group arrivals at Hotel Maya, which included both local and international guests. These groups stayed at the hotel for various purposes such as country tours, business trips, seminars, and meetings organized in the hotel’s seminar rooms and ballroom.

In preparation for these arrivals, the Front Office team, guided by the Supervisor, had to ensure all arrangements were properly made. One of my key tasks was to help with the preparation of keycards for the arriving groups. This involved:

Preparing a batch of keycards according to the guest list provided in the system.

Writing the names of the guests on each keycard cover for easy identification.

Creating a group cover file to assist the Manager on Duty in distributing the keycards during check-in.

These preparations ensured that the check-in process for large groups could run smoothly and efficiently once the rooms were assigned and ready.

Learning & Reflection :
This experience taught me the importance of teamwork and coordination when handling group arrivals, as the process involves multiple departments and clear communication. I learned how proper preparation—such as organizing keycards and guest lists in advance—plays a significant role in ensuring a smooth and professional check-in process. It also gave me insights into how hotels manage business events and large group stays, which are crucial for both guest satisfaction and hotel revenue.

# data[].attributes.body
This week, my supervisor entrusted me with the responsibility of assisting guests with showroom visits. These are occasions when guests request to see the room before confirming their check-in. It was quite a challenge for me at first, as I needed to confidently explain the room features to the guests. However, by applying the knowledge I gained from my supervisor and observing my senior colleagues, I managed to conduct the room showings more confidently and professionally.

One of the challenges I encountered was when the hotel was fully booked, which meant that only limited rooms were available to be shown. Additionally, due to construction works near one side of the hotel, some available rooms had less desirable views, which sometimes led to guest dissatisfaction. In such cases, my supervisor advised me to:

Recommend higher floor rooms (when available) to reduce construction noise.

Offer a complimentary upgrade to a higher-category room, such as upgrading from a Deluxe Room to a Premium Room, subject to supervisor’s approval.

These approaches helped us to better handle guest expectations and maintain satisfaction even in difficult situations.

Learning & Reflection :
This experience strengthened my confidence in directly assisting guests and improved my communication and problem-solving skills. I learned that being transparent about room limitations while also offering practical alternatives (such as higher floors or upgrades) helps to build trust and satisfaction. It also showed me how flexibility and teamwork with supervisors are essential in maintaining service standards, especially when challenges like full bookings or external disturbances occur.

# data[].attributes.attachment_caption
the white card is the Master key for show rooms .

# data[].attributes.body
This week, one of the main challenges I faced was communicating with foreign guests who did not speak English. While dealing with American or other international guests who could speak basic English was manageable, it became more difficult when assisting Chinese and Japanese guests, as many of them did not speak any English at all. These guests usually traveled independently without the support of a travel agent or tour guide, which made communication even more challenging.

In such cases, I had to repeat information slowly and clearly to help them understand. Sometimes, I used Google Translate to translate essential details into their language, although the translations were not always perfect. Whenever necessary, I also sought assistance from my supervisor, who could explain the information more effectively.

Through these methods, I was able to provide the guests with the guidance they needed, even if the process took longer than usual. The most important part was ensuring that the guests felt supported and comfortable during their stay.

Learning & Reflection (Week 8):
This experience taught me the importance of patience, clarity, and adaptability in guest communication. I realized that language barriers can be one of the most challenging parts of working in the Front Office, but with the right tools and teamwork, it is possible to bridge the gap. I also learned that using translation apps, simplifying explanations, and maintaining a polite and positive attitude can make a big difference in ensuring guest satisfaction. This experience motivated me to continue improving my communication skills, especially when dealing with non-English-speaking guests.

# data[].attributes.body
On 11–12 September, I was on medical leave (MC) for two days due to a high fever caused by tonsil inflammation, as advised by my doctor. This was then followed by my entitled leave which I had carried forward earlier in the month, allowing me to combine it with the Prophet Muhammad’s Birthday public holiday on 13 September. After that came my regular rest day, followed by two more public holidays which is Selangor Day and Malaysia Day on 16 September.

During this extended break, I utilized part of my free time to work on my internship report, making steady progress to ensure it was ready for submission. Since my final internship day was on 19 September 2025, I prepared the report to be handed over to my supervisor for review and evaluation.

I resumed duty on 17 September, which marked the final week of my internship at Hotel Maya. On that day, I was scheduled for the M7 shift (7:00 AM – 7:00 PM) due to a shortage of morning staff, requiring me to work overtime. Despite the longer hours, the operation throughout the shift went smoothly without any major issues.

Learning & Reflection (Final Week):

In my final week, I learned the importance of time management, responsibility, and discipline in balancing health, work, and internship commitments. Working a long shift after returning from medical leave tested my resilience, while completing and submitting my internship report on my last day demonstrated accountability and professionalism. Overall, my internship at Hotel Maya has given me valuable exposure to front office operations, guest service skills, teamwork, and problem-solving under pressure. These experiences have boosted my confidence and prepared me for future challenges in the hospitality industry.

Learning & Reflection :

This week highlighted for me the importance of health management and work-life balance, especially in the hospitality industry where shift work can be demanding. I learned to take responsibility for my well-being while also ensuring I catch up with tasks like my internship report during off-days. Returning to a 12-hour shift after a long break gave me the chance to practice resilience and discipline, and I was glad to handle the workload efficiently while maintaining service standards.

# data[].attributes.body
This week, I was scheduled for the morning shift, and one of my main responsibilities was to assist the Guest Relation Manager and Supervisor on Duty in reviewing the daily booking status. The task focused on identifying and categorizing special guests, including:

VIP 1: Premium Room and Grand Premium Room guests, as well as selected individuals recognized as VIP.

VIP 2: Returning guests who have stayed at Hotel Maya before.

VIP 3: Royalty or distinguished guests.

Commercially Important Persons (CIP): Guests staying for two or more consecutive nights.

Japanese guests, as they are given extra attention due to cultural hospitality standards.

Guests celebrating special occasions such as honeymoons or anniversaries.

The purpose of this check was to ensure that the hotel could provide special arrangements and services, such as preparing the room in advance, arranging amenities, and coordinating with Housekeeping for extra touches. This process reflects the hotel’s commitment to showing appreciation for guest loyalty and maintaining excellent service standards for VIP and special-category guests.

Learning & Reflection :

This week allowed me to understand the importance of guest profiling and recognition in the hospitality industry. I learned that identifying VIPs and special guests is not only about room preparation, but also about creating a sense of value and appreciation for the guest. By assisting in this process, I gained insights into how the Front Office works closely with Housekeeping and Guest Relations to deliver a personalized service experience. This taught me that attention to detail and proactive planning are essential in building strong guest relationships and ensuring a memorable stay.

# data[].attributes.body
During this week, I was introduced to handling Virtual Credit Card (VCC) charges. Each arrival booking for the day needed to be discharged and posted into the system under advance payment after being processed through the credit card terminal.

I encountered challenges such as entering the wrong amount into the machine or making posting errors in the system, which directly affected the revenue report. Whenever these mistakes occurred, I immediately referred to my supervisor, who patiently guided me on how to solve the errors and explained the correct steps to prevent repeating them in the future. I was also assigned to prepare POS charge documents to be submitted to the Finance Department.

Learning/Reflection:

From this task, I learned the importance of accuracy when handling financial transactions and developed my ability to stay calm under pressure when errors occurred. I also understood more about the financial workflow of the reservation department and how revenue is tracked daily.

# data[].attributes.body
This week, I was gradually given the opportunity to answer phone calls under my supervisor’s supervision. Most external calls came from travel agencies that wanted to confirm their guests’ bookings made through OTA platforms. I had to verify the booking details, especially the room categories, against the system. Sometimes, when the requested room type was unavailable, I learned to offer a similar room category with a different bed arrangement or, with my supervisor’s approval, to upgrade the guest to a premium room.

Besides external calls, I also handled some internal calls from other departments such as Finance and Sales, mainly related to invoices, revenue issues, or group reservations. Since I was still under guidance, I transferred these calls to my supervisor for further assistance.

Learning/Reflection:

I learned to improve my communication skills in handling guest inquiries, gained experience in managing OTA systems, and developed stronger attention to detail when verifying booking information. This week gave me confidence to communicate more clearly and professionally with both guests and travel agents.

# data[].attributes.body
An unexpected challenge happened this week when the reservation office was flooded due to a leaking air-conditioning pipe. Water overflowed across the office while the maintenance team was repairing the system, which forced our team to temporarily relocate and continue our work in other departments.

Some documents were damaged by the water and had to be reprinted. For safety reasons, all plugs and fuses in the office were switched off to prevent electrical hazards. Despite the disruption, the daily operations were still completed on time as my team and I worked together to overcome the situation.

Learning/Reflection:

This experience taught me to be adaptable and flexible in unexpected situations. I realized how teamwork and cooperation are crucial when facing workplace challenges. I also learned to stay calm, focused, and resilient in order to ensure tasks are completed despite environmental difficulties.

# data[].attributes.body
I closely observed and studied senior staff to understand the professional workflows in the Reservation Department. I was responsible for handling last-minute bookings and ensuring that all relevant information was promptly communicated to the Front Office (Chorus) team. This allowed the Front Office to prepare appropriately for guest arrivals. Through this task, I gained practical experience in managing urgent reservations while maintaining clear and accurate communication between departments.

Learning & Reflection:
This experience helped me understand the importance of timely communication and coordination in hotel operations. I learned that last-minute bookings require both efficiency and accuracy, and that proper handover to the Front Office is essential to ensure guest satisfaction. Studying senior staff also taught me best practices for managing urgent bookings professionally.

# data[].attributes.body
This week, I had the opportunity to be involved in the hotel’s TikTok promotional video, organized by the Marcom Department. I was selected as one of the talents to represent Hotel Maya in promoting our latest room package. The concept of the video was casual and engaging, following the short, catchy style that fits TikTok trends.

I was provided with a simple script and guided on facial expressions and body language to make the content more natural and appealing for viewers. In the video, I highlighted the special room offer at RM285++ inclusive of breakfast for two persons. At first, I was nervous since it was my first time being recorded for social media content, but after a few takes, I became more comfortable and confident in delivering the lines with enthusiasm and energy.

Learning/Reflection:

This experience not only improved my communication and confidence skills but also gave me insight into how digital marketing and social media platforms like TikTok are used in the hospitality industry to attract guests. It showed me the importance of adapting to modern promotional strategies and how hotels creatively engage with potential customers online.

# data[].attributes.body
During this week, I had the opportunity to join the Hotel Maya team in a special brand sponsorship event involving the local band Parade Hujan. Hotel Maya was the official accommodation sponsor for the band and their crew during their concert at Dewan Filharmonik Petronas on 21st June 2025. As part of the Marcom (Marketing Communications) Department, I assisted in content creation, coordination, and also had the privilege of attending the event to document the experience and support the team.

Learning/Reflection:
From this experience, I learned how hotels collaborate with external partners through sponsorships to strengthen brand visibility. I also gained exposure to handling content creation in a live event setting, which required quick adaptability and teamwork. This helped me improve my communication skills, coordination abilities, and understanding of how marketing strategies are executed in the hospitality industry.

# data[].attributes.body
In the last week of June, Hotel Maya welcomed a new staff member in the Front Office. As part of their onboarding, the staff needed to be familiar with the OTA booking process. After several months of experience in the Reservations Department, my supervisor entrusted me to guide the new staff on how to correctly key in OTA voucher bookings into the system.

Although I felt slightly nervous and lacked confidence at first, I did my best to deliver the training based on the instructions and knowledge I had previously learned from my supervisor.

Learning/Reflection:
This experience taught me the importance of knowledge-sharing and the responsibility involved in training new staff. By teaching others, I reinforced my own understanding of the reservation process and improved my communication skills. It also gave me more confidence and highlighted how teamwork and effective guidance play a key role in smooth hotel operations.

# data[].attributes.body
Even after the repair works in the reservation office, the same incident reoccurred, and the office was still not fully functional. As a result, I had to continue working from other available departments to complete my daily reservation tasks.

Several challenges arose, such as difficulty accessing the printer and limited connectivity to the online system due to a shortage of WLAN-to-Ethernet cable adapters. Nevertheless, the reservation team received support from the IT team, who provided suitable cables and technical solutions to ensure our tasks could be carried out more smoothly.

Learning/Reflection:
From this experience, I learned to adapt to a less-than-ideal working environment and still remain productive. It also showed me the importance of collaboration with other departments, especially the IT team, in solving technical issues. I realized that flexibility and resourcefulness are key skills in ensuring operations continue efficiently despite workplace disruptions.

# data[].attributes.body
During this week, I started to work more independently, as my supervisor was quite busy with other responsibilities. Even though I was given more autonomy, my supervisor still reconfirmed my work and ensured that I was on the right track. To maintain smooth operations, I also referred to my supervisor via WhatsApp communication whenever I needed clarification or confirmation.

This system allowed me to complete my daily tasks systematically and ensured that everything continued to run smoothly as usual, even in the absence of direct supervision. It was a valuable step for me to build confidence in handling responsibilities on my own while still being accountable and connected to my supervisor for support when needed.

Learning & Reflection :
This experience helped me to become more independent and responsible in my role. I learned that even when supervisors are not always available, it is important to take initiative, follow established procedures, and communicate effectively through available channels. It taught me how to manage my tasks with confidence while ensuring accuracy and consistency in operations. This experience also prepared me for real working situations where adaptability and self-reliance are essential.

# data[].attributes.body
•Today, I practiced the habit of regularly checking emails throughout the day whether during busy or quiet periods. This is important to avoid missing any last-minute bookings made by guests for the same day.

• I also ensured that I checked for any confirmation emails from online travel agents (OTAs) which require action, such as confirming bookings manually.

Once a booking is confirmed via email, I proceeded to input the booking into the reservation system and generated a Guest Confirmation Number, which is required for payment verification and further processing.

Learning Outcome / Reflection:

I learned the importance of consistent email monitoring in a reservation role. Being alert to last-minute bookings ensures that no guest reservations are missed, which can affect guest satisfaction and hotel operations. Additionally, I became more familiar with the process of confirming OTA bookings and generating confirmation numbers, which are critical for smooth payment processing and system updates.

This task has taught me to be more detail-oriented and responsive, which are essential qualities for working in the reservation department.

# data[].attributes.body
•This week, I was given the responsibility of updating the physical reservation filing system. In the reservation department, there are three drawers used to organize booking documents according to months. The first drawer is for bookings that are two months ahead, the second drawer is for next month’s bookings, and the third drawer is for current month bookings.

•I removed all documents from the previous month and moved them to storage, then inserted new booking documents into the correct drawer based on the month.

Learning and Reflection:

This task required accuracy and attention to detail, as each document had to be placed in the right order to ensure smooth access by the reservation team. Through this task, I gained a better understanding of how physical reservation records are managed and how important proper filing is in daily operations.

# data[].attributes.attachment_caption
Received certificate of completion from Hotel Maya KLCC on 19 September 2025 after finishing my internship.

# data[].attributes.body
VIDEO PRESENTATION

# data[].attributes.attachment_link.title
UNIVERSITI UTARA MALAYSI ( intern latest) 30 Sep