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Presentation Final Internship Report (HPT 40108) MOHAMAD ARIFFUDIN BIN KHAIRUL ANUAR (H21A2848) 😘😘😘

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Mohamad Ariffudin Bin Khairul Anuar H21A2848

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Presentation Final Internship Report (HPT 40108) MOHAMAD ARIFFUDIN BIN KHAIRUL ANUAR (H21A2848)

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Today, my team and I were assigned to carry and lift the newly arrived mineral water stock from our hotel supplier. This stock needs to be placed in the right place and also needs to be placed in a neat and orderly condition.

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Today I am with the fnb team practicing for the Hie-Tea event. What I am doing now is the traditional teh tarik action where hot milk tea water is used to pull. The pulling action is done so that foam occurs and also produces a delicious and fatty taste. This action also needs to be done carefully so as not to spill and so on.

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I started doing the room chores for the checked-out guests. I changed all the sheets and pillowcases, made the bed, and prepared the room for the new guests.

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I was given the responsibility of taking orders for complete meals (starter, main course, dessert). I learned to ask politely and repeat the order to the customer.

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Green Beige Professional Modern Group Project Presentation 

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Day 1

On the first day, I attended an official orientation session organized by the hotel management. I was introduced to the hotel's organizational structure and the role of the Food & Beverage (F&B) department. I also met with the training supervisor and other fellow trainees.

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Nuzul Al-Quran (regional holiday)

Tue, 18 Mar 2025

Public holiday in Kelantan, Pahang, Penang, Perak, Perlis, Selangor, Terengganu, Kuala Lumpur, Labuan, Putrajaya

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Day 2

The second day was filled with safety and emergency procedures training, including the use of personal protective equipment and emergency evacuation drills. I was also taken to tour the F&B department areas such as the restaurant, pantry, food storage store, and kitchen.

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Day 4

I spent the third day observing experienced F&B staff performing their duties during breakfast. In addition, I began to identify the basic utensils such as plates, spoons, forks and cups used in restaurant service.

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I was given guidance on using the POS system on my own. I ensured that all orders were entered accurately and sent to the kitchen promptly.

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Today, I was given practical training on how to prepare the table (mise en place) including how to fold napkins neatly and polish cutlery so that it looks clean and attractive before the restaurant's operating hours.

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I began to get to know the menu provided at the restaurant and learned how to properly set the table according to the type of service. I also practiced taking simple orders from customers under the supervision of a supervisor.

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In the second week, I was given the focus of fully preparing the table according to the set SOP standards. I learned to ensure that every corner of the table was complete with equipment and decorations before the customers arrived.

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I practiced serving the breakfast menu by taking orders directly from customers and ensuring they received friendly and efficient service.

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Today I was given training on using the POS system to record customer orders. I learned how to enter orders correctly so that the kitchen receives the instructions without errors.

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I learned the task of cleaning tables and preparing them again for the next customer, ensuring that each table was always neat and clean throughout the operating hours.

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Today our cafe held a breaking of the fast ceremony with all the staff and a birthday celebration for the staff that month. I was given the opportunity to see what the real situation is like in organizing a big event.

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Today I was taught by senior staff how to record and write a report for the day. The report must be true and accurate for reference and also for filling in by management and sales so that there are no errors during the audit.

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Challenge 2: Working Under High Pressure

Issue:
Peak hours like breakfast, lunch, and dinner can get very busy and stressful.

Solution:

Learn to manage time and tasks efficiently.

Focus on one task at a time and avoid panicking.

Communicate with teammates and help each other.

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Raya Puasa

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Study to the New Menu

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Today I helped the room service department by packing food according to hotel standards. I also learned how to receive and manage room orders over the phone with a friendly tone of voice.

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I was introduced to non-alcoholic drinks like mocktails and juices. I practiced preparing drinks according to recipes and learned techniques for beautifully decorating glasses.

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I visited the main kitchen and listened to explanations from the chef about the types of ingredients, food preparation, and cooking methods used in the daily menu.

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I was taught to clean storage items such as refrigerators and so on. This is so that the items used always look clean and safe to use.

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I learned about table numbers and how to remember orders in order. I also learned techniques for efficiently delivering food from the kitchen to the table.

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I learned the more complex art of napkin folding and table setting for fine dining service, including the precise arrangement of glasses and cutlery.

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Challenge 4: Physical Fatigue

Issue:
Standing for long hours, carrying heavy trays, and walking a lot can cause tiredness or body aches.

Solution:

Ensure enough rest before work.

Wear soft-soled shoes suitable for long hours.

Drink enough water and do light stretching during breaks.

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Today I started my task with dedication, wiping down the cafe's glass panes one by one with a soft cloth and a special cleaning solution. I was taught to make sure not a single fingerprint or dust mark was left behind, because for him, cleanliness was key to customer comfort. When I was done, the glass was sparkling and reflected the sunlight, creating a fresh and comfortable atmosphere for anyone who stopped by to enjoy a cup of coffee.

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I was introduced to banquet operations such as corporate functions and weddings. I learned about table layout plans and staff assignments during events.

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I assist in the preparation of small events including arranging chairs, tables, table decorations and placing equipment according to the banquet plan layout.

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I practice working in a team to ensure that food is served on time and all guests are treated equally.

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After the ceremony was over, I helped clean the area and pack up all the equipment as well as doing an inventory check with the staff.

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I participated in the preparation of a customer's birthday party, learning the formal arrangements for VIP tables and special protocols for customers and families. Proper food handling was also improved to address the issue of food shortages when the party began.

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Today I was taught and assigned to do a floor check on every floor in my Hotel, this task must be done every day to ensure all plates, cups, and food waste are picked up after customers use them, usually the floor check is done the next day after customers order food through the room service system. Therefore the F&B theme is assigned to clean it and it is done at 2 p.m.

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Credit Card Terminal Machine Functions for F&B Team:

1. Facilitate Customer Payment Transactions

Customers can pay using debit/credit cards or e-wallets easily and quickly. Reduces the need for cash, thus increasing financial security.

2. Accelerates Payment Process (Table Turnover)

Payments are faster than cash transactions. This speeds up table clearing and facilitates service to the next customer, especially during peak hours.

3. Automatic & Systematic Transaction Records

All transactions are recorded electronically, facilitating the preparation of daily reports. Reduces the risk of human error in accounting.

4. Increases the Level of Service Professionalism

Gives a modern and professional image to the restaurant or cafe. Customers are more comfortable and confident with an efficient payment system.

5. Reduces the Risk of Cash Theft

The amount of cash on hand is reduced, thus reducing the risk of loss or theft.

6. Assist in Auditing and Reconciling Daily Revenue

The F&B team can review and match terminal transactions with POS (Point of Sale) sales. Simplify the work of the supervisor or cashier in making “end-of-day closing”.

7. Support Promotions or Card Discounts

Some promotions from banks/credit cards (such as certain card discounts) can be offered, attracting more customers.

📌 Practical Examples in Operation:

Waiter/Waitress: Bring the terminal to the table for "Pay-at-table" payment.

Cashier: Check the amount, process the card, and print receipts for customers and the restaurant.

Supervisor: Ensure all receipts are saved and the end-of-day records are accurate.

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Majlis Sambutan Hari Raya Hotel Sentral Seaview, Penang 🫶

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Today I was taught to communicate with customers with the correct SOP. This is very important to help Training & Communication SOP for all fnb staff

As in the picture, there is a phone SOP script placed:

> "Good Morning / Afternoon / Evening, Horizon Café, (Your Name) Speaking. May I Help You?"

This helps ensure all staff answer the phone professionally and consistently.

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Today, our cafe has held an event for Hie-Tea Buffet. At this time, customer orders are around 65 pax. For each customer you have to pay RM 29.90 while for children you have to pay RM 19.90. At that time I was also exposed to the menu for the Hie-Tea buffet and our cafe has also prepared an action stall.

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Hotel Sentral Seaview, Penang is currently hosting a special promotion called "Sunset Sessions" at The Lanai Bar. This promotion runs daily from April to June, starting at 5:00 pm to 9:00 pm.

Visitors have the opportunity to enjoy an attractive offer of "Buy 1 Get 1 Free" for cocktails or mocktails, but this offer is only valid for customers who eat at the place (dine-in only). This event is also accompanied by a Hie-Tea event where customers can also enjoy interesting and very delicious local food.

This event is perfect for relaxing while enjoying the beautiful sunset atmosphere by the beach.

Location address: Hotel Sentral Seaview, Penang No. 555, Jalan C M Hashim,

11200 Tanjung Tokong, Pulau Pinang.

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Today my hotel has held a sports day where all staff are required to have fun. The event being competed is a futsal sports event. This sport aims to strengthen the bond between staff. Not only that, it aims to encourage all staff to always be healthy.

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Today I was instructed to prepare food for the morning tea-break for the Fire Department group. I prepared food such as sandwiches and cakes and also put out plates, spoons and coffee cups for them. This is also an SOP that needs to be followed so that our customers are satisfied with what they paid for and ordered.

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Purpose of This Scope:

* Organization: Ensures that cutlery is neatly arranged and easy to find.

* Cleanliness: Maintain cleanliness of cutlery before and after use.

* Protection: Prevent damage or scratches to cutlery and furniture.

* Aesthetics: Create a neat and pleasing storage space.

In brief, this scope describes the practice of effective and clean cutlery organization in a domestic or commercial environment (such as a restaurant), with emphasis on the use of placemats (such as napkins) for cleanliness and protection.

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Day 4 ( 1/5/25)

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The scope of work of the F&B team in organizing and cleaning the bar area is to ensure cleanliness, orderliness, and operational efficiency. This includes:

* Organizing: Arranging beverage bottles, glasses, and bar equipment in an aesthetic and logical manner; ensuring adequate stock; and neatly arranging decorations.

* Cleaning: Wiping all surfaces (shelves, counters), washing glasses and equipment, managing trash, and cleaning floors.

* Hygienic Maintenance: Ensuring all equipment is functional and clean, and adhering to established sanitation standards and SOP.

The ultimate goal is to provide an attractive, safe, and clean bar environment for customers and staff.

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Today I was taught and shown how to make mocktail water. This water is also a new menu at our hotel bar. This water is also halal water to drink because it does not contain alcohol. I was also told to promote this water to all customers. The taste of this water is sour and sweet and very refreshing. We, the fnb team, were also invited to taste this water so that we would know what it would taste like.

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Challenge 6: Mistakes in Delivering Orders

Issue:
Taking or delivering the wrong order to the wrong table.

Solution:

Always double-check the order with the customer before sending it to the kitchen.

Use table numbers and write special notes to avoid confusion.

If a mistake happens, apologize immediately and inform the supervisor.

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Today our team has launched a new product, which is original coconut water. My team and I were instructed to promote the product to customers who came. Experience the natural luxury by the beach – Coconut Water only RM12 at Horizon Café. Perfect for your relaxing moment with a stunning sea view.

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Today, our cafe has launched a new menu addition for Hie-Tea and also a new menu for children, namely snakc kids. Therefore, our F&B Manager, Mr. Fajri, has held a meeting with the head Chef and also the sales team to discuss how to promote the product.

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Today I was assigned to clean the water dispenser machine in our hotel staff canteen. This machine needs to be cleaned every day to prevent dirt and also to maintain the cleanliness of each staff's food. Water also needs to be added and changed every day so that each staff can enjoy fresh water every day. This is also an SOP that has been issued by Human Resources (HR) to ensure the comfort of the staff.

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Challenge 7: Lack of Confidence

Issue:
Feeling like “just a student” and being afraid of making mistakes in front of customers or supervisors.

Solution:

Build confidence by learning from mistakes.

Show a willingness to learn – supervisors appreciate interns who ask questions.

Remind yourself: internship is a learning phase, not a perfection test.

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Today, my team and I have prepared for the Hie-Tea event which will start at 3:00 p.m. Early preparations need to be done so that there are no mistakes and errors when the event starts. Checking the food tag and also having enough food for customers also needs to be done. This is because this event is a Hie-Tea buffet concept.

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Today, I and the f&b team were instructed to store the round tables in the stairwell by leaning them vertically to save space. We were also instructed to ensure that all tables were neatly arranged and did not block the path for the safety of all staff. We were reminded to lift the tables correctly and be careful when moving them to avoid injury or damage to the equipment.

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Challenge 3: Lack of Product Knowledge

Issue:
Not knowing details about the menu, ingredients, or ongoing promotions when asked by customers.

Solution:

Take time to read the menu and ask chefs/supervisors about each dish.

Keep brief notes on popular menu items and their ingredients.

Ask seniors about any updates or new promotions.

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Challenge 5: Inexperience with POS / Order Systems

Issue:
Struggling to use the Point of Sale (POS) or order system due to lack of experience.

Solution:

Ask colleagues to demonstrate step by step.

Take notes on basic steps (how to take orders, print receipts, cancel items).

Practice during non-peak hours.

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Challenge 1: Communicating with Customers

Issue:
Lack of confidence or nervousness when speaking with customers, especially difficult ones or those speaking a foreign language.

Solution:

Practice polite and professional phrases such as "Welcome", "Thank you", and "Sorry for the inconvenience".

Ask seniors for tips on handling demanding customers.

Use translation apps (e.g., Google Translate) for foreign languages.

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Today I was taught to store and count the stock of juice so that it doesn't run out of stock for customers. I was also taught to always put the juice into the chiller correctly.

mango juice = 3

Green guava = 3

apple juice = 3

pin guava = 3

total = 12

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MOHAMAD ARIFFUDIN (H21A2848)                              

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MOHAMAD ARIFFUDIN (H21A2848)                              

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> I have undergone an industrial training (internship) for 2 months at Hotel Sentral Seaview, Penang as a member of the Food & Beverage (F&B) team.

During that period, I was directly involved in various F&B tasks including:

Preparing and arranging dining tables according to hotel standards (table setting).

Serving food and beverages to guests with friendly and professional service.

Assisting in buffet preparation and cleaning the area after meals.

Ensuring cleanliness and safety in the restaurant area is always maintained.

Responding to guest requests quickly and courteously.

Collaborating with the kitchen and other teams to ensure the smooth running of daily operations.

This experience has helped me understand work ethics in the hospitality industry as well as honing my communication, teamwork and time management skills.

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Today, every Hie-Tea event we have, we will be performing a traditional Teh Tarik by the fnb team. This is to further enhance the interesting atmosphere in the cafe and also during the Hie-Tea event. The song played is the song Aspalela. This performance is done every Hie-Tea event.

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Attended the hotel orientation session which provided a general explanation of the organization, housekeeping department and workplace rules. I was taken to tour the operational areas such as guest rooms, linen store, laundry area, and public spaces.

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Introduced to equipment such as vacuum, mop, feather duster, and cleaning chemicals. I also learned the function of chemicals (disinfectant, toilet cleaner, glass cleaner) as well as safety measures when using them.

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I followed the regular staff to see the actual tasks in the guest rooms. I observed how they removed the linens, cleaned the bathroom, arranged the toiletries and inspected the entire room before it was finished.

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I was given basic practical training such as sweeping, mopping, wiping mirrors and tables, and folding sheets and towels. I learned neat and orderly folding techniques according to hotel standards.

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First full-time assignment: cleaning and organizing a guest room under the guidance of a supervisor. I have to make sure every step is done meticulously – from changing the linens to mopping the floors and arranging the amenities.

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Challenge 1: Physical Fatigue

Issue:
Housekeeping work involves a lot of physical activity such as sweeping, mopping, lifting bed sheets/mattresses, and repeatedly cleaning rooms, which can cause exhaustion.

Solution:

Ensure proper rest and sleep before starting your shift.

Do light stretching before beginning work.

Stay hydrated and take proper breaks during your shift.

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My focus is on cleaning the toilet and bathroom – I use toilet cleaner and disinfectant for the toilet bowl, mop the floor, and wipe the mirror until it shines.

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Today, the Sentral Seaview Hotel will be holding a star rating where various parties from the Malaysian Ministry of Tourism will come to evaluate. I was assigned to do a detailed cleaning for each room that will be evaluated. The room must be clean and beautiful.

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I learned to read and understand the Room Assignment Sheet — room assignments are divided by level and room type, and I learned to organize assignments by priority.

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I clean furniture parts such as tables, chairs, cupboards, and other surfaces. I also wipe mirrors and arrange things neatly.

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The supervisor checked my work. I received feedback regarding the cleanliness of the bed, the arrangement of toiletries, the cleanliness of the toilet and the speed of work.

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Challenge 2: Time Management

Issue:
You need to clean several rooms within a limited timeframe, especially during check-out and check-in hours.

Solution:

Prioritize rooms (e.g., start with rooms scheduled for early check-in).

Follow a systematic method like “top to bottom” and “left to right” when cleaning.

Avoid wasting time on unnecessary conversations or delays.

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I learned the procedure for cleaning the make-up room — the room that guests are using. I greet them, ask permission before entering, and only clean the areas that don't intrude on their privacy.

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Focus on work ethics and communication with guests. I was taught to always smile, speak politely, and not touch guests' personal belongings.

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Learn to prepare a complete housekeeping trolley — arrange linens, toiletries, chemicals and equipment according to the type of room to be cleaned.

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I was given the task of making up the room with guidance. I mopped the floor, changed the towels, wiped the mirrors and tidied the room while the guests were inside.

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I was trained to prepare the make-up room within a certain time — I had to organize my work wisely and avoid disturbing guests.

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I wrote a weekly report and discussed with my supervisor the strengths and weaknesses of my work over the 3 weeks.

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Challenge 3: Maintaining Cleanliness Standards

Issue:
Every room must be perfectly clean according to hotel standards, even with limited time.

Solution:

Refer to the hotel’s Standard Operating Procedures (SOP).

Double-check the room before leaving.

Use a room checklist to ensure no task is missed (e.g., wiping mirrors, checking minibar).

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Public Holiday 🐥🐥🐥

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I learned to recognize the types of hotel linen: flat sheet, comforter, pillowcase, towel & bathmat.

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I send dirty linen to the laundry and pick up clean linen from the store. I also record the movement of linen in a log form.

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Learn the technique of folding linen neatly and quickly. Folded linen is arranged by category on the store shelves.

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I help organize the linen store to make it neat and orderly. I make sure the linen is arranged according to the FIFO system and label each shelf.

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Challenge 4: Handling Guest Requests

Issue:
Guests may request extra towels, water, or immediate room cleaning even though there’s a fixed schedule.

Solution:

Communicate politely and inform your supervisor to reschedule if needed.

Take note of guest requests and ensure they’re fulfilled.

Carry basic items like towels or water for quick response when needed.

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I was taught to clean the hotel lobby area including the floor, reception counter and waiting area. I mopped the marble floor, wiped the tables and arranged the chairs to make it look neat and tidy.

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I was taught to be assigned to clean the elevator area, corridors and stairs. I mop the floors, wipe the elevator buttons, handrails and clean the elevator mirrors until they shine.

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Focus on tasks in public toilets. I clean the toilet bowl, sink, mirror and refill soap and tissues. I make sure the toilet stays clean, dry and fragrant.

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I was taught to water the flower garden area around the hotel in the evening every day, this is done to keep the flower plants from not having enough water.

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I was taught to check public areas and report any damage such as a broken light bulb, run out of tissues, or a leaking pipe to the supervisor.

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Inspection of the entire public area with the supervisor. I was assessed based on the level of cleanliness, arrangement of furniture, and thoroughness in daily tasks.

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Challenge 5: Dealing with Lost & Found Items

Issue:
You may find lost or forgotten items (wallets, phones, clothes) and must handle them properly.

Solution:

Do not take or touch valuable items without reporting.

Report immediately to the supervisor and follow Lost & Found procedures.

Record it in the daily logbook and store the item in a safe place.

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I helped reorganize the housekeeping store. I separated equipment and materials by type, labeled shelves, and made sure all chemicals were stored safely.

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Learn to identify the correct cleaning chemicals for a specific use (e.g. glass cleaner for mirrors, descaler for toilets). I was also taught the prohibitions against mixing certain chemicals.

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I prepare a complete housekeeping trolley every morning based on the number of rooms assigned — including linens, toiletries, mops, cloths and chemicals.

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I record the stock of daily supplies such as soap, shampoo, tissues and chemicals in a log sheet. This is important for cost management and avoiding waste.

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I learned about effective material management — economize on usage, avoid waste, and ensure chemicals don't leak or escape.

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Today I was taught to deliver used dirty clothes such as towels, sheets, etc. to a laundry truck to be washed clean. The delivery must be done with the correct records.