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Name: Nurfarhah binti Razin

Matric No: 278956

Internship Place : Pelangi Beach Resort & Spa

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At 9am, going to Human Resource Office of Pelangi Beach Resort to self report

Madam Nasha have assist me and my friends to fill up all the form and receive the medical book and punch card

Madam Nasha also have shown us the layout of the resort and had sent us to our quarters

After that, I am going to Linen Office to try the uniform

Then, going back to quarters to do cleaning and unpacking all my stuff

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At 9am, I had been done the grooming with HR before self report at first department

After that, Mr Akbar (HR Staff) assist us to our first department and introduce myself to my manager of Front Office Department : Mr Praba

Mr Praba ask Mrs Wani to help and guide me for being as a front of the house

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Mrs Natasha had been told us as a trainee need to welcoming our guest by saying "Welcome to Pelangi"

Assist them to seat at the lounge and serve them the welcoming drink

After that, I have to ask their passport or identification card for their reservation

Then, I need to scan their passport using the scanner and find their name booking in the reservation cards that have been printed

Later, the staff will handle the check in process

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Start shift at 9am, Mr Praba gave an assignment for me and my friends, which is we need to make a rounding all of the resort to check the door lock

This is because they wanted to change a new smart door lock, and we need to check carefullt whether the door lock is right handle or left handle

We need tick them in our notes and we complete this assignment in 2 hours by checking 352 rooms all the resort

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Start shift at 9am, basically did not have more pictures in this department because I have to keep my phone in the drawer and I will go straight to the entrance to greet the guest

Not only check in guest, but all the guest that have been use the entrance as a front of the house I need greet

This is also to show them our best service by greeting them

In evening, I am joining the Iftar that my organizations collaborating with Rumah Anak Yatim

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Rest Day

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Greet and approach guest and say "Hi, welcome to Pelangi Beach Resort" and assist guest to sit first at our lounge

Ask for their passport while waiting the welcoming drink to be served

There were the guest that may asked "Why their passport or IC have been collected", we also have been trained to acknowledged them that this is our policy security. All the information about guest will be kept and for check in information only

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As a Front Office, all the transaction or payment that made by guest will be given to us

As the figure shown up is Pelangi Grill sent their receipt of guests' that dine in right there

Mrs Marissa have been taught me that all these receipt really important to make sure all the services and product that we sold is recorded and will be charge as their check out in case there is still got bill to pay.

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When asking guests' passport or IC, I will ask for the reservation under whose name, so that make it easier for me to find the reservation booking

Then, the staff will go to the guests to further the check in process

Make the payment

Explained resort layout

Key in guests' information

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Public Holiday (Hari Raya Aidilfitri)

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Public Holiday (Hari Raya Aidilfitri)

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As a Welcome Girl that need to greet and assist guest, their luggage and belongings will be handle by bellmen

Moreover, as a front desk trainee I also need to know that there is 2 luggage tag

The yellow one that will be tagging with all the guests' luggage while the process check in

While the white one are for check out process, they can be apart of, so one of the tag will be tie up with the luggage and will be kept at luggage room while they wait for their transport

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Rest Day

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When the guests requested to make a surprise or celebration to the room and asked front office to set it up, then this form will be opened

All the details and information will be list down in this form

Mrs Natasha asked me to send this form to 2 department which is Pastry and Room Service

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Mrs Natasha taught me how to scan guests' passport using the desktop

After scanning the passport, I need to find guests' reservation booking and rename the document on the name of the guests and place it together with the passport

This is because to make the check ins traffic going smoothly because this is the peak season

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Ms Lea taught me how to check the arrival and departure using Opera System

As a Welcome Girl, I also need to know how to use this Opera System to check arrival and departure on that day

But only under their observation, this is because all the activity in the system will be recorded as staffs' name

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This Guest Folio is for Front Office to check all the payments that made of by the guest in Pelangi Beach Resort outlet.

This is because when their check out, we need to double check if they have a bill that need to pay. If not, then we can proceed to print out the receipt to give it to guest

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Having a travel group from Qadasfly Travel- Pakistan Series Group that will be arrived on 3pm and will be check out on 21st April

I need to welcome them by giving the direction to Pelangi Hall to proceed with giving key card session before check in to the rooms

This might be my experienced work under pressure, because total of the guest are 44 pax that come with a bus

Although, it gets busy by the time, but all the staff giving a cooperation to approach and assist them with me at the entrance

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Self-prepare with tidy uniform and good appereance with smile at the main entrance

Greet guest by saying "Hi, Good morning. How are you today?"

Try and learn to make a conversation with guest while waiting for their taxi

Asked them if they have a good stay last night

Once the taxi arrived, open the car door for them

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Rest Day

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Start evening shift at 3pm, standby at the entrance to greet and assist guest to sit for check in process

This hour is the peak hour because all guests that came for check in, will ask for fasten up the process

This is become a challenge for me to greet guest and at the same time having a patience to faced another guest that have been waiting for check in for a long time

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Welcoming Guest: Approach check-in guest

Tell them that their luggage will be bring by bellman and assist them to sit at the lobby

Order welcoming drink per total guest and ask for their passport or IC and ask the guest for the reservation name

Scan their passport or IC and find the reservation booking and pass it to staff

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Greet and approach guest that use the entrance by wishing good afternoon and good evening

It is one of friendliness that has to be shown up when we are in front of the house

Furthermore, as Welcome Girl need to be ready to assist guest that might need help about something

There is a guest that asked me about any restaurant that have lunch with Malay Cuisine and I recommend her Restoran Selera Kampung at Jalan Padang Matsirat

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Besides per requested by guest to do a surprise to room, at Pelangi Beach Resort also celebrate any returnee that come on their birthday

Mrs. Natasha asked me to send these form to 2 department which is Pastry and Room Service

Even though, there is a form to be send, but I must take action also to talk to that department to take action about this matter so that will run smoothly

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Preparing the key card for travel group (My Passion Travel) that will be arrived tomorrow afternoon

About 44 rooms that booked under My Passion Travel, they check-in 26th April and check-out on 28th April 2024

Mrs Siti taught me how to prepared if there is a group travel that will be check in

Learn how to print up the name on the envelope based on the list that been given

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Update information guest in system desk (individual)

Name

Reservation serial number

Complete IC number or passport

Birth date

Country

Update information guest in system desk (family or group)

If there is 2 or more person, need to fill up all the information each person

Updating this information based on document of scanning passport in check-in process earlier

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Rest Day

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Ms. Lea make a short brief for me about our product

She taught me about the type is the code that we use in the Opera System

As become a front office staff, we need to know and memorize all the code so that our work will run smoothly and the check in process will be fast for guest

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As a welcome girl, I greeted guests warmly upon arrival, assisted them in finding seats, and collected their passports or IC for booking verification

Scan their passport or IC and finding the booking verification

When peak hour, the bellman will get busy and I will help to put the luggage tag at guests' luggage

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Greet and welcome guests by saying, "Hi, welcome to Pelangi Beach Resort," and guide them to take a seat in our lounge.

Politely request their passports while they wait for the welcome drink to be served.

If guests ask why their passport or IC is collected, we explain that it is part of our security policy. We assure them that their information will be kept confidential and used only for check-in purposes.

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Check-out Procedure

Ask guest about their stay. Get the feedback and their opinion about their experience

Check guest bill (if the guest have a deposit). Give the receipt all the transaction and payment that they make in every outlet

Key in the system desk and take the payment if there is still bill arrears

Suggest to make a stay at Pelangi Beach Resort for next trip

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Welcoming Guest: Approach check-in guest

Tell them that their luggage will be bring by bellman and assist them to sit at the lobby

Order welcoming drink per total guest and ask for their passport or IC and ask the guest for the reservation name

Scan their passport or IC and find the reservation booking and pass it to staff

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Ms. Lea taught me what and how concierge work

She told me job scope as a concierge

Arrange the buggy for guest

Open the car door for guest

Assisted a transportation or taxi for guest

Giving a direction for guest about facilities in resort

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Greet guest and be friendliness and asked about their stay last night

Assist a guest that want a taxi to go to Cenang Mall. I make a phone call to taxi center and ask the guest to wait for taxi

While waiting, I also suggested them to take a walk at Cenang Beach to see the sunset

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Rest Day

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Greet and approach guest upon arrival, and assist them to sit at the lobby

Order welcoming drink for them and ask for their passport or IC

Scan their passport or IC at system desk and find their booking verification card and place together with the passport

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Ensure a neat uniform, maintain a professional appearance, and greet guests with a warm smile at the main entrance.

Welcome guests with, "Hi, good morning! How are you today?"

Practice starting friendly conversations with guests while waiting for their taxi.

Ask guests if they had a pleasant stay the previous night.

When the taxi arrives, promptly open the car door for them.

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Greet guest warmly by saying "Good morning, How are you?"

Answering a phone call from guest room that request a buggy from room to Kids Club

There a guest ask a help to call a taxi for them

Make a phone call to taxi center

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Assigned a task to be a front desk at Spa just for a while

This is because all of the Spas' staff was doing the treatment to guest

Furthermore, I also can learn and know how does system and payment that have guest made

Answering phone call

List down the appointment that have been made through phone call

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Given a task by Mrs. Priya to cover at Spa counter

There is a guest came asking for a treatment that we have, and I show her the menu of treatment

She ask me between Foot Reflexology treatment and Fresh Coconut Scrub what the best treatment that she could have, and I suggest her the Food Reflexology treatment

This is because she told me that her leg have been hurt because walk for a long period, then she agree with my suggestion

I key in the information of the guest in the system

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Greet guest warmly upon arrivals

Tell them that the luggage will bring up by bellman and assist them to sit at the lobby

Order welcoming drink for them and ask for their passport and ask them to wait for a while we check the reservation verification

Scan their passport and find their reservation verification card and pass it to staff to check in

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Greet guest politely and saying “Good Morning, How are you?”

Assist them to sit while front office will check for their reservation verification

At 3.00pm, joining Gotong Royong Staff Quarters with other trainees and Human Resourse Department

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Follow Mr Zaidi to International Airport Langkawi to welcome VIP Pelangi Beach Resort guest

Mr Zaidi make a short brief about what to do once arrived at airport

Hold the sign of his name

Need to greet and welcome them warmly and asked them about their flight

Just make a conversation but still lead them to the transport

Serve them cold towel and drinks

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Greet guest warmly upon arrival

Help other trainees to bring guests’ luggage when bellman no around and place the luggage tag

Have to work as a teamwork to maximize guest experience upon check in process

Sent the form to Pastry and Room Service Department to deliver 1 slice cake (complimentary) to room 410

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Greet guest politely and saying "Good morning, How are you?"

Mrs Elizabeth, my guest already want to check out with her friends, saying thanks for my service that help her to walk using stairs and giving appreciation to me and other colleagues

The moment our guest remember our name and saying thankyou it boost my inner being to go further in this industry

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Greet and approach guest and say "Hi, welcome to Pelangi Beach Resort" and assist guest to sit first at our lounge

Ask for their passport while waiting the welcoming drink to be served

There were the guest that may asked "Why their passport or IC have been collected", we also have been trained to acknowledged them that this is our policy security. All the information about guest will be kept and for check in information only

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Greet and approach guest that use the entrance by wishing good afternoon and good evening

It is one of friendliness that has to be shown up when we are in front of the house

Need to send this form to Pastry and Room Service urgent because the estimated time also on the same date

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As Welcome Girl need to be ready to assist guest that might need help about something

There were a guest that have been asking about direction to Kids Club and I show the direction

I suggest to take a buggy to Kids Club, but he refused politely and saying he just want to walk around the resort with his kids

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Self-prepare with tidy uniform and good appereance with smile at the main entrance

Greet guest by saying "Hi, Good morning. How are you today?"

Try and learn to make a conversation with guest while waiting for their taxi

Asked them if they have a good stay last night

Once the taxi arrived, open the car door for them

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Ensure your uniform is neat and maintain a polished, professional appearance while greeting guests warmly at the main entrance.

Welcome guests with a cheerful, "Good morning! How are you today?"

Engage guests in friendly conversation while they wait for their taxi.

Inquire if guests enjoyed their stay the previous night.

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Greet and approach guest upon arrival

Tell them that their luggage will be bring up bellman and assist them to sit

Order the welcoming drink and scan their passport

Make a phone call for a taxi for a guest

Inform the guest if their taxi have been arrived and open the door car for them

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Welcome and approach guests upon arrival, guiding them to a seat in the lobby.

Request a welcome drink for them and politely ask for their passport or identification card (IC).

Scan their passport or IC at the system desk, locate their booking verification card, and pair it with the passport.

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Check-out guest:

Ask the guest about their stay and gather feedback on their experience.

Review the guest’s bill (including any deposits) and provide a receipt for all transactions and payments made at the resort’s outlets.

Enter the details into the system and process any remaining payments if there are outstanding charges.

Encourage the guest to consider staying at Pelangi Beach Resort for their next trip.

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Inform guests that the bellman will deliver their luggage and guide them to a seat in the lobby.

Arrange welcome drinks based on the number of guests and politely request their passport or IC, along with the reservation name.

Scan their passport or IC, locate the booking details, and hand them over to the staff for further processing

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Greet and approach guest upon arrival

Tell them that their luggage will be bring up bellman and assist them to sit

Order the welcoming drink and scan their passport

Make a phone call for a taxi for a guest

Inform the guest if their taxi have been arrived and open the door car for them

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As a welcome girl, I greeted guests warmly upon arrival, assisted them in finding seats, and collected their passports or IC for booking verification

Scan their passport or IC and finding the booking verification

When peak hour, the bellman will get busy and I will help to put the luggage tag at guests' luggage

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Ensure a neat uniform, maintain a professional appearance, and greet guests with a warm smile at the main entrance.

Welcome guests with, "Hi, good morning! How are you today?"

Practice starting friendly conversations with guests while waiting for their taxi.

Ask guests if they had a pleasant stay the previous night.

When the taxi arrives, promptly open the car door for them.

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Claimed Public Holiday- Labour Day (1 May 2024)

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Claimed Public Holiday- Wesak Day (22 May 2024)

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Rest Day bring forward from 12 May 2024

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Rest Day bring foward from 26 May 2024