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My name is Nur Athirah binti Mohd Aseri ( 286035) and I am hospitality management student. Currently I am doing my internship in Royale Chulan Cherating Villa Pahang starting from 16 March 2025 until 19 September 2025. During my 6 month of internship, I will be placed into the Food and Beverage, Housekeeping, and Front Office.

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This is my first day of report duty in Royale Chulan Cherating Villa in Pahang

On the first week of my internship , My working shift starting from 7 am until 3 pm

I learn how to serve the guest, clean the plate , crumbling the table , making a coffee using the coffee machines during breakfast hour starting from 8 am until 10:30 am.

After 10:30 am, clear all the food at the buffet table .

For afternoon session which is 12 am until 3 pm, i had to do table cloth setting for the buffet Iftar during Ramadhan, set cutleries, put the guest name tag on the table according to their seating arrangment.

During ramadhan buffet , on the first week i had to set up the cutleries for 458 pax.

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This week, since the hotel had fewer guests, the breakfast buffet was not provided, and instead I had the responsibility to deliver breakfast to the guest rooms. I learned that there are proper steps to follow to ensure good service. When bringing the food, I had to knock on the guest’s door two times while saying “Room Service” politely. If the guest did not open the door, I had to place the food on the table outside their room carefully to maintain cleanliness and convenience. After that, I needed to inform the Front Office so they could call the guest to let them know their meal had been delivered. Going through this process showed me that even a simple task like room service needs proper manners, communication, and teamwork between departments to make sure the guest feels cared for.

Reflection: From this experience, I realized that small actions, such as knocking politely or informing the guest properly, can make a big difference in how they feel about their stay. I felt more confident in handling guest service and understood how important it is to be attentive, respectful, and professional in every detail. This task also taught me that teamwork is very important, because delivering good service is not only my responsibility but also requires coordination with other departments. Overall, I felt proud to contribute to making the guest’s experience more comfortable, even in a simple way.

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After the breakfast buffet clean-up was completed around 12:00 p.m., I was given the opportunity to learn how to set up the table for the buffet Ramadhan according to the table setting guidelines created by the F&B Captain. This process was very detailed and required me to pay close attention to instructions. The setup involved arranging cutlery, glassware, serving dishes, and decorations in an orderly manner to ensure the table looked neat, professional, and appealing to guests. I observed how every item had a specific place, from the positioning of serving spoons to the layout of plates and trays, which made the buffet look not only attractive but also practical for guests to use. The F&B Captain emphasized the importance of following the standard table setting carefully because it reflects the image and quality of the hotel. By practicing this, I gained a clearer understanding of how a well-organized table contributes to the dining atmosphere and enhances the guest experience, especially during a special occasion like Ramadhan when presentation carries even greater importance.

Reflection: From this experience, I realized that setting up a buffet table is not just about arranging items randomly, but about creating an atmosphere of order, beauty, and comfort for the guests. I learned the value of precision, patience, and attention to detail, as even small mistakes in placement could affect the overall presentation. Personally, I felt proud to be trusted with this task because it showed that I was learning and growing under the guidance of the F&B Captain. It also made me appreciate how much effort goes into preparing for guests before they even arrive to dine. This experience helped me understand that professionalism in the hospitality industry is built on consistency and teamwork, and it motivated me to improve my skills so I can contribute more effectively in the future.

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this is the list of guest booking for buffet ramadhan we called it ''Warna Rasa Buffet'' total guest on that day is 296 pax.

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Evening Shift (3:00 p.m. – 11:00 p.m.)

Uniform

Female staff: Baju Kurung

Male staff: Baju Melayu / Kurta
(Uniform chosen to match the theme of Buffet Ramadhan service)

Task/Responsibilities

1. Guest Name List & Reservation Check

Positioned at the buffet counter to welcome and greet guests.

Checked and confirmed guest reservations against the name list.

Verified number of pax and any special requests.

2. Table Assignment

Assisted guests by showing them to their reserved tables.

Ensured seating arrangements were appropriate and tables were set before arrival.

3. Guest Service

Answered guest inquiries politely (location of surau, buffet opening time, etc.).

Coordinated with the service team for additional needs such as extra chairs, cutleries, or table changes.

4. Team Coordination

Reported walk-in guests and overbooked situations to the captain/manager.

Assisted the flow of guests during peak arrival hours to ensure smooth operation.

Reflection

From this duty, I learned that handling the guest name list is a key responsibility because it is the first contact point between the guest and the buffet service. This role requires good communication skills, attention to detail, and professionalism.

I realized the importance of accuracy when confirming guest names and table reservations, as mistakes could lead to guest dissatisfaction. Moreover, guiding guests personally to their tables helped create a welcoming and organized dining experience.

The experience also taught me how to remain calm under pressure, especially when many guests arrived at the same time. I improved my ability to interact confidently with guests and also developed better teamwork by coordinating with other staff during busy times.

Overall, this responsibility enhanced my customer service skills, strengthened my confidence, and gave me a deeper understanding of how guest satisfaction depends on both efficiency and hospitality.

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Tasks at Royale Chulan Cherating – Ocean Restaurant

1. Table Setting Training

Learned the proper way to set up tables according to the hotel’s F&B standard.

Observed and practiced the correct placement of cutleries, glassware, napkins, and table decorations.

Understood the difference between basic setting (for daily use) and formal setting (for special events or fine dining).

Paid attention to details such as alignment, cleanliness, and uniformity of each table setting.

2. Room Service Exposure

Room service operations started at 12:00 p.m.

Observed how staff answered guest phone calls politely and professionally.

Learned the proper script for taking orders, such as: greeting the guest, confirming room number, taking the order clearly, repeating the order for confirmation, and informing the estimated delivery time.

Watched how staff recorded orders accurately on the order slip/system before sending them to the kitchen.

Gained awareness of the importance of communication between service staff and kitchen to avoid mistakes or delays.

3. Practical Learning by Observation

Although not fully in charge, you had the opportunity to learn by observing senior staff handling both table setting and room service calls.

This step-by-step exposure helped you to understand both the front-of-house (service area) and back-of-house (coordination with kitchen) responsibilities.

Reflection

From this assignment at Ocean Restaurant, I realized that F&B service is not only about serving food, but also about presentation, communication, and efficiency.

The table setting training taught me the importance of first impressions—guests often judge service quality from how neat and attractive the table looks. This requires patience, attention to detail, and consistency.

Meanwhile, observing the room service operations showed me how crucial professional communication skills are when answering calls. The way staff greeted guests politely and confirmed details carefully reflected the hotel’s standard of hospitality. I learned that even a small mistake (such as writing the wrong order or not repeating it clearly) can lead to guest dissatisfaction.

This experience also highlighted the importance of teamwork and coordination. Overall, this task strengthened my confidence, communication skills, and technical knowledge in F&B service, preparing me to handle both direct guest service (table setting, greeting) and indirect guest service (room service orders).

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i will be assigned in Housekeeping department for 2 month starting from April until May

the second month of my internship starting with Hari Raya Aidilfitri at Housekeeping department. For housekeeping department working shift starting at 9:00 a.m. until 5 p.m. During Hari Raya Aidilfitri, all the workers bring the food such as rendang, ketupat and so on. Before eat the food we had Salam session to ask forgiveness for the past misakes and i also get the 'duit raya' from housekeeping supervisor which is Mrs Ain.

Not more than that, we need to clean the room on that day with Baju kurung because on that day all the workers in Royale Chulan Cheratin need to wears their Baju raya.

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1. Preparation Before Cleaning

Prepare the correct cleaning tools and chemicals (brush, mop, detergent, disinfectant, glass cleaner, cloth).

2. Toilet Cleaning Process

Check condition of toilet: flush system, water supply, and identify if anything is broken.

Scrub and disinfect toilet bowls, urinals, and sinks using the right chemicals.

Polish mirrors and glass surfaces

Clean taps, handles, and dispensers (these are high-touch areas that need disinfection).

Wipe walls, partitions, and counters to remove stains, watermarks, and dust.

Mop the floor thoroughly with disinfectant, ensuring no slippery residue.

Empty bins, replace liners, and dispose of waste safely.

3. Replenishment

Refill toilet paper, hand soap, tissue, and sanitary bags.

Ensure hand dryers or paper towel dispensers are functioning.

4. Final Check

Make sure everything is clean, dry, odor-free, and presentable.

Report any maintenance issues (e.g., broken flush, leaking pipes, clogged sinks) to the supervisor.

Reflection:

At first glance, being assigned to clean toilets might feel like a small or less important task, but in reality it plays a critical role in guest satisfaction and hotel reputation. Many guests judge a hotel’s cleanliness by the state of its toilets.

Discipline & Attention to Detail: This task trains me to follow a systematic cleaning process and to be precise, because even small dirt or bad odor can make a guest uncomfortable.

Responsibility: Though it seems like a basic duty, it carries a big responsibility. Clean and hygienic toilets prevent the spread of germs and ensure guest safety.

Learning Attitude: Even though my scope was limited to toilets, I learned about the correct usage of chemicals, hygiene standards, and guest expectations—skills I can apply to wider housekeeping tasks in the future.

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this is example of room report. i will be assigned to clean the room with Amanda. Other than that, the colours of highlight on the paper shows a different meaning such as yellow highlight means that the room is vacant and need to touch up by sweep the floor and spray the fresh air. For the pink highlight shows that the room is already check out and the green highlight means that the room is occupied and need to clean.

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on that day, i will be responsible to touch up the room. The amount of room that needed to touch up is 45 room.

(1) Explanation of Task: Touch Up Room

In the housekeeping department, touch up service means entering guest rooms (usually after the initial cleaning is already done) to refresh and ensure everything looks perfect before check-in or during stay. It is not as deep as full cleaning, but still requires attention to detail.

Steps in Touch-Up Service

1. Preparation

Collect guest room keys or master key and work schedule.

Bring touch-up trolley: fresh towels, toiletries, cleaning cloths, broom and spray cleaner.

2. Room Inspection

Check general condition of the room: bed, floor, bathroom, dust.

3. Common Touch-Up Tasks

Bed Area:

Straighten bedspread, pillows, and cushions.

Replace bed linen if stained or crumpled.

Bathroom:

Wipe sink, mirror, and counter to remove watermarks.

Replenish toiletries (soap, shampoo, tissue, toilet paper).

Ensure toilet is flushed and clean.

Room Facilities:

Empty trash bins.

Wipe furniture surfaces (desk, side tables).

Clean glassware, cups, and kettle if needed.

Floor & Dusting:

sweep lightly to remove dust, hair, or debris.

Final Check:

Ensure curtains are neat, lights working, AC running properly.

Spray light air freshener.

4. Reporting

Report any broken items, missing amenities, or unusual conditions to supervisor.

Reflection: On that day, being responsible for touching up 45 rooms taught me several important lessons:

Time Management & Efficiency: With such a high number of rooms, I needed to work quickly but still maintain quality. I learned how to prioritize tasks and manage time effectively.

Attention to Detail: Even though touch up is lighter than deep cleaning, small details like a wrinkle on the bed, water stains on the mirror, or empty tissue box can affect the guest’s impression.

Stamina & Discipline: Handling 45 rooms in a day required physical endurance. It trained me to stay disciplined and consistent even when I felt tired.

Guest Satisfaction Impact: I realized that touch up service, although simple, makes a huge difference for the guest. A neat bed, fresh towels, and a clean bathroom can make guests feel comfortable and valued.

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1. Scrubbing the Wall Tiles (Top Left)

Using a brush and cleaning solution to scrub the bathroom wall tiles.

Purpose: to remove dirt, mold, or soap scum that builds up on tiled walls.

This ensures hygiene and prevents unpleasant smells.

2. Cleaning the Sink Basin & Drain Area (Top Right & Middle Left)

Using a brush to scrub around the faucet and drain area.

Purpose: to remove water stains, soap residue, and bacteria around high-use areas.

It also prevents clogging and keeps the sink shiny for guest use.

3. Wiping & Polishing the Mirror (Middle Right)

Using a clean cloth to wipe the bathroom mirror.

Purpose: to remove fingerprints, watermarks, and streaks, leaving the mirror spotless.

A clear mirror creates a positive impression for guests.

4. Cleaning Windows (Bottom Left & Bottom Right)

Wiping glass windows with cloth and cleaning spray.

Purpose: to remove dust, fingerprints, and smudges on windows.

Ensures a clear view for guests and enhances the brightness of the room.

Reflection on the Activity

From these actions, I realized several important lessons as a housekeeping trainee:

1. Attention to Detail

Small areas like sink drains, wall corners, and mirrors may seem minor, but they greatly affect a guest’s perception of cleanliness.

2. Hygiene & Guest Comfort

Clean bathrooms and windows directly impact guest satisfaction. A shiny sink or clear mirror gives the impression of a well-maintained hotel room.

3. Skill Development

I learned how to use different cleaning tools (brushes, cloths, sprays) effectively for different surfaces, which improves efficiency and professionalism.

4. Work Discipline

Cleaning requires patience and consistency. For example, wiping glass without leaving streaks demands practice and focus.

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Example room of Standard Queen in Royale Chulan Cherating Chalet

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Example room of Standard Queen in Royale Chulan Cherating Chalet

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Example Room of Family Villa in Royale Chulan Cherating Villa 

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Example Room of Family Villa in Royale Chulan Cherating Villa 

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Sambutan Hari Raya Aidilfitri at Royale Chulan Cherating was held in the end of May...

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Sambutan Hari Raya Aidilfitri at Royale Chulan Cherating was held in the end of May...

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each department need to contributed to build a booth, so based on picture above shown housekeeping team booth

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My work schedule during in Front Office department. 

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My work schedule during in Front Office department. 

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On the first day of June, i will be placed in front office department. Mr Faiza as Head of department for front office in Royale chulan cherating chalet assigned me to work with Mrs Mastura.

My working shift on that day was 7 a.m until 3 p.m.

On my first day, i need to learn how to check out the guest and also i get to see the other staff on how to check in the guest in the afternoon session.

I will explain my morning routine when i work in morning shift.

first of all, the front office desk need to be clean as it is one of the main character in the hotel.

the second one is to make sure that the cash flow which is Rm 500 are accurated.

after all this done, the arrange the registration card.

other than that, for the check out process i learn on how to use IDB system.

first, IDB systen needed to be log in

for check out guest:

click cashiering

enter the guest room number

if the guest have any balance that need to pay, make sure tell the guest first after that ask the guest if they want to pay by using the card or cash.

after the guest settle all the bill, go to the folio settlement then click check out folio & check out folio room then the last one click check out.

for the check out process, i also learn that the estimated time for late check out is before 1 p.m. and after 1p.m will have extra charge which is RM 150 so the guest can extend their late check out until 6 p.m.

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I started to learn and remember all the room price in the chalet, types off room, the occupancies and key in the ice cream .

KEY IN ICE CREAM:

go to the cashiering then click non guest folio

after that click ice cream then click the post charge.

choose the ice cream that guest buy then go to the folio settlement, after that choose either guest pay by cash, card. If the guest pay by cash enter the amount of ice cream price then click full amount then click done.

But if guest pay using card, need to choose either the visa or master card,for the card i learn that visa and master card had different number in the front for example visa card starting 4 in front while for the master card starting with 5. If guest pay by using the card, the receipt need to print.

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For the afternoon shift, i learn how to do DM Log. DM log means Duty Manager Log. it is serves as a communication bridge between shifts and helps ensure smooth operations in the hotel.

📝 Contents of the DM Log

It usually includes:

1. Guest request

Example: Guest 4107 request hanger and for the guest room number 3205 request extra bed

2. VIP Arrivals/Departures

Record of special guests, corporate clients, or celebrities staying.

3. Incidents or Accidents

Any accidents, lost & found items, or emergencies that happened.

4. Operational Updates

Maintenance issues (e.g., lift not working, water supply interruption).

System issues (e.g., PMS downtime).

5. Staffing Notes

Attendance problems, shift changes, or staff shortages.

6. Important Handover Information

Notes that the next shift needs to be aware of to follow up.

🎯 Purpose of the DM Log

Ensures continuity of service between shifts.

Provides a reference document for management to track recurring problems.

Useful for decision making and as a record in case of disputes.

🌟 Reflection:

As a trainee in Front Office, understanding the DM Log is valuable because it shows how communication flows between managers and staff. i can learn about guest expectations, problem-solving, and hotel operations. When to write in it, it must be clear, professional, and factual — since this log may be reviewed by senior management.

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i learned how to update guest profile when i work in afternoo shift.

The important thing about the guest profile is their id card number, phone number and also their car number during stay in the hotel.

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1) Verify Charges

Ensure all charges (room, restaurant, taxes) are correct and posted.

2)Review Payment

Guest has overpaid by RM 1.60. Decide:

Refund the RM 1.60

Keep it as tip/rounding (based on hotel policy)

Adjust in system as rounding difference

3) Print Folio

Give the guest a printed folio (bill), showing a balance of RM -1.60.

4)) Check-Out

Click the "CHECK OUT ROOM" button to finalize the guest’s departure.

5) Room Status Update

The system may automatically mark room 4216 as “Vacant Dirty” or “Vacant Clean,” depending on the housekeeping interface.

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On Saturday, 12 July 2025, the breakfast session at the venue experienced a full house, indicating maximum capacity was reached. This was due to the combined presence of:

The Trailblazer Team – a group likely attending as part of a corporate, team-building, or training retreat.

FIT Guests – individual or small group travelers who booked under a Free Independent Traveler (FIT) category, not associated with large group tours.

The breakfast session was scheduled from 7:00 a.m. to 10:30 a.m., giving a window of 3.5 hours for guests to enjoy their morning meal.

REFLECTION:

Guest Experience:

For the Trailblazer team, breakfast likely served as a communal, energizing start to their schedule.

FIT guests, although not part of a group, still experienced the vibrancy of a bustling dining atmosphere.

Challenges & Considerations:

Space & Seating: A full house can test the limits of dining space. Ensuring enough seats and smooth table turnover is crucial.

Food Replenishment: The kitchen and floor staff must maintain a constant supply of food, drinks, and cutlery.

Noise Levels: High guest volume might create a noisier environment, potentially affecting guest comfort.

Service Timing: A staggered schedule or informing guests about peak times might help ease future congestion.

Improvement Opportunities:

Consider allocating time slots during peak periods to manage crowd flow more evenly.

Additional signage or staff direction can help guests find seating quicker.

Post-event feedback collection from both group and FIT guests can highlight any overlooked areas for service improvement.

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For afternoon shift which is 3pm until 11 pm. I will be assigned to stay at the cafe due to occasion hi-tea tier from the vip family

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this is the example of the birthday suprise requested by the guest either in house guest or outside guest.

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On that day, i gain experienced about how to set up the hall for the group meeting

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Waiting for the food to delivered the in house guest for room service

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Dive & Dine is a promotion for the guest to enjoy their meals in the poolbar. Guest can order their food through ocean restarurant.

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On 9 august 2025. Royale chulan cherating received a wedding party occasion at whitesand Villa. So, Fnb team need to set up the table for the wedding on that day.

Wedding Event (9 August 2025)

Location: Royale Chulan Cherating, Whitesand Villa
Event: Wedding Reception

🧑‍🍳 Preparation Phase

On the morning of 9 August 2025, the F&B team, including myself as a trainee, was briefed by the banquet supervisor regarding the wedding reception scheduled to take place at Whitesand Villa. The couple had chosen an elegant beachside theme, which required a combination of formal table arrangements and a romantic, relaxed atmosphere.

Our responsibilities began with setting up the dining area, which included:

Arranging tables and chairs according to the floor plan provided.

Placing table linens, cutlery, glassware, and centerpieces carefully and symmetrically.

Ensuring all items were clean, polished, and aligned properly.

Setting up buffet and drink stations, with coordination from the kitchen and bar teams.

Coordinating with the decorator team to ensure overall aesthetic consistency.

🍽️ Service Phase

As the event commenced in the late afternoon:

We greeted guests upon arrival and offered them welcome drinks.

Throughout the evening, I assisted in serving food and beverages, clearing used plates, and attending to any guest needs.

I was also assigned to monitor one section of the seating area to ensure guests were well taken care of.

💭 Reflection on the Experience

1. Teamwork is Everything:
The success of the wedding setup and service relied heavily on effective collaboration. Each team member had specific tasks, and we had to communicate constantly to stay synchronized.

2. Attention to Detail:
A wedding is a once-in-a-lifetime event for the couple, and every detail mattered—from the alignment of cutlery to the timing of food service. I learned to be more precise and meticulous in my tasks.

3. Time Management & Efficiency:
With a tight schedule, we had limited time to transform the venue and set up everything perfectly. I learned to work quickly without compromising on quality.

4. Professionalism Under Pressure:
There were a few challenges, such as last-minute changes in guest numbers and weather-related concerns (typical for beachside venues). Staying calm and adapting to changes while maintaining professionalism was crucial.

5. Guest Relations Skills:
I gained confidence in interacting with guests politely and promptly, ensuring they felt welcomed and valued.

⭐ Personal Reflection:

This wedding event was one of the most memorable learning experiences during my training. It taught me how much effort and coordination goes into creating a flawless event. More importantly, it deepened my appreciation for the F&B industry and strengthened my resolve to pursue a career in hospitality. I felt proud to contribute even in a small way to a couple’s special day. It reminded me that the hospitality industry is not just about serving food and drinks but about creating meaningful experiences for people.

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Ocean restaurant also can be meeting placed for group meeting. Based on the picture, i learn how to set up for the meeting group whuch is for 80 pax. This is for KWAP Management group.

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I was excited because that was my first time pick up a call from in house guest to order room service. What i learned is before pick up the call, i need to answer with:

Hello good afternoon ocean restaurant , athirah speaking

After taking the order, i need to repeat the order to ensure what the food that guest order is accurate.

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GHOX 4912 : PRACTICUM REPORT PRESENTATION