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Berjaya Langkawi Resort internship report.docx

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BERJAYA LANGKAWI RESORT TABLE OF CONTENT.docx

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Berjaya Langkawi Resort cover pages.docx

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Borang Semakan Penyelia Latihan Industri

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Borang Semakan Penyelia Latihan Industri

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F&B - Beach Brasserie
19/2/2018-18/3/2018
Off day- Sunday

Housekeeping
19/3/2018-15/5/2018
Off day- Thursday
1 day MC
4 day for PH leaved

F&B - Lobby Lounge
16/5/2018- 5/6/2018
Off day- Tuesday
2 day for PH leaved

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Yesterday is my last day work at Lobby Lounge and end my internship at Berjaya Langkawi Resort.
*3/6/2018 & 4/6/2018 are public holiday leaved.
*5/6/2018 are my off day.

In the resort, I only work in Food and Beverage department and Housekeeping department. At Food and Beverage department, I have go to restaurant and bar. Its let me know a lot of knowledge.

I wished I can come back to work at Berjaya Langkawi Resort seem the environment are nice with accommodation and staff meal

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Same like a dining set will have appetizer, soup, main menu and dessert. For alcohol drink also have their own procedure. Some types of alcohol are for appetite, vodka, whiskey, brandy and sparkling wine. Most famous drink are red wine and white wine.

Red wine served in room temperature while white wine need to cold served.

The most guest order cocktail is Mai Tai, Singapore Sling and Long Island Ice Tea. However, Gin Tonic also famous. Irish coffee also a special drink with whiskey.

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In Lobby Loung, I learned a lot about the job of bartender. A bartender also got many job scope, other than make beverage, them also need to write beverage inventory report everyday.

Before this, I think doing a nice drink are hard especially cocktail. However it seem easy now. We just need to know the ingredient using and volume using. At most of the time, the ingredient using will also list in menu.

I like sister Khadijah because she teach me a lot knowledge about alcohol.

Every hotel or bar will have their own house pour using, its used to make cocktail drink.

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I need to take newspaper from concierge every afternoon and clear the old. The Star and Strait are used by resort.

Seem now is monsoon season in Langkawi, the occupancy are stay down. Most of the guest come to resort by grouping. So we always need to make sure the glasses is enough to used.

Every supervisor or senior will have their own explanation about their job even at housekeeping or food and beverage department. Some time I will have little bit do not understand. I am only a trainee who work at morning shift with different senior.

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Today, sister Khadijah teach me how to make wet face towel for VIP guest.
Bartender need to make sure there are 20  face towel inside the refrigerator everyday.
To make the face towel, we need to squeezed a lemon and add with iced water. Throw all the face towel in the lemon water and squeezed. After this, fold the face towel with technique and keep inside refrigerator.

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Lobby Lounge will served fresh infused water everyday from 12pm to 6pm. The infused water only can be served with the glasses given.

The infused water are make from orange and lime. Sometime, them also used red apple and green apple.

The infused water will make when the bartender started working and keep in the refrigerator. The infused water produced take time 2 hour in it.

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At Lobby Lounge, I learned some serving skill that I been taught before but haven't practiced.

How to answer a phone call?
Staff should answer phone call in 3 ring. When received a call must say " Good morning Lobby Lounge, Qian Ling speaking, how may I assist you".
If guest asking for reservation, we should take note about something. You need to asked guest, "May I have your room number?"and "How many person and what time you coming?".
At the end, we need to say "Welcome, see you tonight".

Furthermore, most of the phone call I received are from manager to supervisor.

The photo below show the cover for hot food.

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Today, I learned to used coffee maker. Before that, I just used this machine for hot water.
I am learning how to used the coffee maker grind the coffee beans into powder. First, I need to pour the coffee bean into the coffee coffee maker and press the button of grinding coffee. We need to extruding the coffee powder and choose the right press to make sure the volume of hot water needed. After this, pour the hot milk needed according different types of cafe

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I need to do opening everyday if I work morning shift.
1. Wiping table.
2. Arranged table and make sure the line is same with other.
3. Take out all the pillow from cabinet.
4.Arranged billboard properly to the table.
5. Arranged menu book and open all desk lamp.
6. Arranged coffee tea cup on the coffee maker and take out peanut and cookies in the cabinet.
7. Arranged all the glasses beside alcohol showcase.

Most of the day, the guest will come at 11am upward, I will help other if them needed.

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A good supervisor is a person who used their action to teach staff to work. Yes, I am sharing personality of our new female f&b supervisor who name Khadijah. When her first day work, she start to check all the thing in bar and realized Carlsberg (draught beer) machine cannot run properly, she go to Oriental Pearl Restaurant to get some Carlsberg in tin. She are not only stand at a side to watch us working but doing same thing with us.
I feel grateful to working with her because she always teach us when we have problem. For example, teach me how to make cafe latte and teach new staff to close daily account which are only at trainee position. At other restaurant, only hostess and captain can close daily account.

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Lobby Lounge is the best place for a new serving crew because the can easily to learned from great the guest until coffee maker and served guest.
Since Lobby Launched are only a small cafe, there are only 3 or 4 staff in a shift. We need to do anything to cover everything.
The learning system faster than at Beach, I being taught to make coffee, order, answer phone call and do welcoming drink in a few day.
For a bartender, them are not only to make drink but also need to send drink, ordering and other serving skill.
In my opinion, I wish I can learned a lot from this few week.

The photo below show permission to sell alcohol.

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Let make some different from Beach Restaurant and Lobby Lounge.
At Beach Restaurant, there are serving 4 types of dining option, which is buffet, ala carte, proper dining set and romantic dinner.
At Lobby Launched, we are only provided welcoming drink, happy hour and cake.

At Beach Restaurant, there have 15 staff in a day for different shift not included bartender but its still busy.
At Lobby Lounge, there have 7 staff in a day for different shift included bartender but its still relax.

At Beach Restaurant, the thing to learned of a new staff take more long time because  there are too many part. For example, wiping cutlery,  make coffee, ordering, coffee runner, food runner, bread runner and other.
At Lobby Lounge, a new staff need to do anything alone from ordering until payment

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At Lobby Lounge, Rimba Sport Bar and Boat House, there are no kitchen provided. For boat house, any food order are provided by Beach Braisserie. For Lobby Launched, if guest order fresh fruit juice, we need to required from Oriental Pearl, which is Chinese and Japanese restaurant. There have a cute Indonesia bartender name Loges.
Furthermore,  if guest order snack, we need to take dishes from Dayang Cafe which is Malay Buffet Style Restaurant after 15 minutes the dishes is ordering. Any dishes order are take from hot kitchen except sandwich and pizza. For sandwich, we need to take from cool kitchen while pizza need to take from pastry room.

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Welcoming drink and free infused water are only provided before 5pm only. Furthermore, cake with 40 percent discount only for 4 o'clock.
After 6pm, we need to keep the dayang cafe menu because them do not serve ala carte dishes at night.
Actually, we will prepared to close at 11:45pm start from clear the song order list. Lock all the glasses and wine into cupboard, clear all the romantic candle, wiping table and keep up cushen.

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My shift today until next Tuesday will from 5pm to 1am. Before I start work, the captain will let me to go eat early dinner because now at Ramadhan. Muslim staff will only break at 7pm.
After lunch, I need to pass the glasses with song order and romantic candle to each of dining table.
The cocktail except signature cocktail, house wine with glass and draught beer will get 30 percent discount when happy hour which from 4pm to 8pm.
At 9.15pm to 12.45pm will have in-house band at Lobby Launched. It's is a point to attract guest visit our shop. However, them will rest 15 minutes per hour.

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In Lobby, staff per shift are not more than 4 since there are no so much thing to do.
Today, my working hour is from 11am to 7pm. Before I start my work, our captain tell me to get a break because no much guest.
There are 2 types of welcome drink, if normal, there are only apple soda juice. If for "my time" guest, we need to prepared 2 slice of wet face towel and apple soda juice with decoration.
Lobby launched are more like a coffee shop and not much busy than beach braisserie. However, because I left only 2 week for internship, so lobby are more suitable for me.
There are only one manager restaurant for Rimba, Pool Bar and Lobby Launched. We will have small briefing at Rimba everyday at 5pm.

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After two day of holiday, I shift department from housekeeping to food and beverage. The name of this outlet is Lobby. The manager give me work at here because I left 2 week in training program. At lobby, most of the job are only send beverage.
At 9 am, Mr Bepin accompany me to take the uniform (fb43) and go to that outlet.
Today, I learned the menu and remember the number of table. My job scope is to send welcoming drink which is apple soda to guest. However, lobby is a place which give the first image to guest, I only can used left hand to carry tray and send drink by right hand.

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I am happy because I get so many tips on my last day of housekeeping.
How we can know there are our tips?
1. The money left at check out room. (If the amount are too large, call to housekeeping for make sure.)
2. The money lay at bed for occupy room.
3. The guest write a note and say this is for room attendant

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In housekeeping department, for managed room division, room cleanliness and room attendant, we have 7 supervisor who take care 7 track.
What are the responsible of supervisor?
1. To make sure all of the room attendant task is printed and divided according to the staff review daily roster.
Permanent staff will remained their own room.
Part timer and trainee will take the report seem somebody off day.
2. To make sure all the pantry are enough linen. When supervisor come to each pantry, room attendant should inform shortage.
3. To make sure room attendant have done all the packing and help room attendant to send the packing.
4. Check all the arrival room and all of the check out room which being done by room attendant.
5. To key in all the data from room attendant report

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Although other state are hot weather seen I just come back from hometown, but Langkawi  is still rainy season.
Actually, most of the building are build by wood so the balcony broken. When room attendant find out any damaged inside building, it is our responsible to call housekeeping and the engineering will come to fix it. For example, air conditional water licking, light bulb in bad condition, and etc.

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This is a copy for overall guest room information for a day. This paper a being printed by housekeeping clerk. Housekeeping clerk are not same with resort officer.
This copy will show the latest information for room.
For yesterday, there are 69 room for arrival and 89 room for departure. If occupancy are only 52.4%, its mean low occupancy. When peak season, the occupancy can higher until 98%.
There are 3 room for honeymoners yesterday. Them need to treat like a VIP.

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This is the list for who need to work overtime every single day in a month. Them will be given single task and finish before 7 o'clock. Some of them will need to check VIP guest room, send honeymoon cake to special room, send linen that room attendant have been call  and clean the 'do not disturb room'.

However, most of the staff will work early and rest in linen office until 7 o'clock.

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This is a copy of manager and office phone number. All the staff can find them by call seem room attendant hard to go back housekeeping office for any emergency.
Furthermore, staff need to inform manager to take sick leave early by calling.
I have been call Mr Asri for a few time because I forget to take out my key inside guest room

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Every department for Berjaya Corporation need to open overtime form when you are required to have overtime. If you do not sign this form, you will not count on it although late punch out.
For the person who are listed for overtime, housekeeping clerk will open directly for them. For the person who end the report late caused too much check out, them are responsibilities itself to open their own overtime form.
At last day of the month, the clerk responsibility to check all the overtime form and send to human resources management.

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For the room who show 'OO' means there are maintenance is working inside or that room need to be maintain.
If the room is check out, room attendant only need to clear out all the linen and take all of the pillow and bed pad keep in wardrobe

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Today I have a lot of check out room to clear. I need to do all of this because there are a lot of arrival.
I finished all at 6 o'clock and take 2 hour overtime.
Although its have little bit late today but I am proved I can do all this by myself

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Its is the announcement about public holiday.

If staff work on public holiday, it will have double pay for them. Furthermore, leave also being given. Its is same with a person who official off day at that day. We will  sign a document to agree we work at that moment.

For the worker who take leaved on public holiday, them can not get any reward.

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For check out room, permanent staff maybe already know how to clean properly and quickly by their own technique. However, new staff and trainee cannot do as well like them because we are not only follow one "kakak" while each of them teach different thing.
When the head of department see the problem, he decided to list out the sequence of clear check out room and this is very effective.
Before this, so sad to say, I need to used 1 and half hour to clear but 45 minutes now. Its is nice

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To have lunch, we need to write our name at a paper given with our pantry number. I will order food every single day if there are no more than 3 check out room.

The lunch will be reach at 2 o'clock by the brother who will send dirty linen to laundry.

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In guest room mini bar, the resort some type of soft drink for guest. For example, 2 evian water, 2 sprite, 2 carlsberg, 2 coke, 1 orange juice and 1 apple juice. However, not every guest will tough the drink because its need to pay.
The expired date need to check every 2 month and to make sure the beverage are safety for drink

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Some time,  room attendant will meet some trouble make by guest. For example, the guest used  kettle to cook instant noodles, coffee and egg.
The most craziest cooking way is when its leak out. If we can handle and by ourselves, its okay. If its really spoiled, we will call security to handle

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Today, there are very less work for me, which are only 3 check out. I am lucky because I can post out what I done today

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Today report have been cut down 3 room to other room attendant because supervisor know my ability of work.

Furthermore, I meet Japanese guest who wish to have single bed but no enough guest room. To solve the problem, supervisor of the day teach me how to do two single dwert on a king size bed.

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Today report look heavy but actually not. Its is because most of the room are vacancy room. I just need to wiping furniture and window. However some time we also will meet vacancy dirty room and need to clear like a check out room.

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First and the last time I writing the explanation letter at Berjaya Langkawi Resort because I forget to punch out on my training class on my off day.

This also a warning from Mr Bepin so I must be asked permission from him when I want to do anything or misunderstanding.

Thank you Mr Bepin, m

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This is the room after monkey attack.

Actually, there are announcement on table and a list beside the main door about to close balcony before go out because the guest room are inside mountain with a lot of monkey. However, some guest never mention this problem. Some guest will eat their dishes at balcony and meet monkey attack or do not locked the balcony.

When room attendant meet this problem, we need to wait guard come and taken photo for  evidence so guest can not say we simply throw their thing.

After guard coming, room attendant need to clean all the thing same like the occupy room because this is stay over room.

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This is the leaved form I have been fill up because I go back home at Polling Day. Its take longer time to be accept by housekeeping manager because them do not know I am already seem most of the trainee are from diploma and no older than 21 year old.

When filled up the form, you need to mention what leaved are going to used.

The form can be taken at human resources office. It will have a lot types of document product beside main door of that office.

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Today I have two guest room are early arrival so I no need to do re-clean and also housekeeping.

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This is the treat for our honeymooner. Wish them have a good day for choosing Berjaya Resort Langkawi

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This a some example of document that need to fill up by staff when them cannot working on that day. The first picture is a list of number staff need to contact for inform when have emergency.

The other form is about leave early,  changed off day with other staff, emergency leave or mc and get leaved.

The example of leaved given is public holiday leaved and annual leaved. The leaved other that this is unpaid leaved

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Sometimes, room attendant will meet the track who the guest are more likely to stay in guest room. When meet this situation, we cannot clear room according room number and take long time to walk around the mountain road.

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Presidential suite is a most bigger room at Berjaya Langkawi Resort, its also can call as a house because its has own living room, kitchen, dining room and three big bedroom. Every bedroom still have their own balcony.

Its is because long time no guest check in, all of the dwert and pillow case need to change

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I have been given opportunity to get inside presidential suite.
Before I go to this suite, I am following a senior because no report given to me. However, a supervisor come and fetch me go to this suite. Actually, I am just asked to wiping furniture and window because it is not be using after Chinese New Year.

I also got go to clean the kitchen given although no being asked to do. However, its can not be do properly because too dirty.

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Today, we are exchange two new information on guest room table. Vision 4 is a magazine about TV show for a month. The small note are about pest control.
When there have pest control, room attendant need to reclean vacant room properly because there will have insect carcass inside

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This is the treat for our VIP guest and repeated guest. To bring good experience and memory, the housekeeping will give them some snack which representative our nation. For example, mini egg cake and crushed candy peanut crisps

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This is organizational chart of housekeeping department.
Housekeeping not only have room attendant but also got public area attendant, gardener and linen attendant.

Public area attendant work to make sure all public area is clean.
Linen attendant is to make sure all linen is clean and work for laundry.
Gardener work to clean rubbish and take care plant.

For room attendant, we have officer, manager, supervisor and room attendant.

Staff are not allowed to go guest room area after changed uniform

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I do not bring my cutlery to work today because I think I not enough time to have my lunch. However, senior have help me order food, so I eat used my hand.

After eat, we need to washed and wiping food container before bring back to

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This is the area to take all the chemistry used for cleaning bathroom, wiping furniture, wash toilet and wiping window. We will refilled at here if that are no enough in our basket

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Today lunch.
Today, finally I start my first report. That means I need to do all thing by myself. I need to make sure all room are clean properly with procedure.

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Knee joint pain.
My leg have been strecthing a few day agoes because so stress to clean check out bathroom. I wish it can be okay but no. I go to see in house health care and get some medicine. I hope it can faster rehabilation.

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After job end.
Today I work with Raju, a nepaly and also a new trainee. It will be little bit stress because we have 6 checked out and not very clear. He can work at bed making but still do not know how to clean bathroom. Although towel folding, I know a few type of towel folding in case learning from several senior room attendant. At the end, the job can done smoothly helped by nepaly supervisor

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Lunch after work.
Today I work with Sherlen because she has eight check out room. Same like before, when we follow other person, we just will work at bed making. At third room, she had asked me to washing bathroom but I say cannot because my knee joint pained. Last two checked out room we do seperate. I need to makesure all the thing is done at the room. Its take time 1 hour

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The place to take the amenities.
This is the place we take the amenities for guest room. When the amenities in pantry already end, we need to add on at housekeeping linen store. Its also same like coffee and tea, bath map and towel, dwet and bed sheet and the dettol (all the thing needed to clean bathroom

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New Spa Promotion
The food& beveraged, spa promotion will changed every month so we need to updated in guest room.

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Today, I follow a Malaysian guy which is Khairul Akmal which also 4 year experienced at housekeeping because Anand offday  today.
Khairul is a person who is talkative. He talk non-stop to me from first sight. I mind him want to work with me is only to find a person for talking.
Different from Arnand, he work at Land Villa Chalet. All of the furniture are different from other room. He also teach me from bed making to toilet. It's easy to learned because it just a little bit different from theory.
He is a person who are relaxing. He just rushed when the time is come to end. We used 4 hour to do 7 occupancy room and rushed at 2 check out room which only used 1 hour.

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Today is my third day follow Ananda, which is a Nepal guy with five year experienced at housekeeping. He is a responsible person and teach me carefully. Most of room he do is studio room, which the room is largest.
At the first day, most of the time, he become my example for all of the several thing. He say, for check out room, we need to checked and clear according the circle to make sure we din't left anything.
Why I say he is responsible, because he will checked all the linen although the guest is stayover  many day. If the linen are dirty, he will change it. He will folding animal on the towel everyday after view the country of guest come from. I had learn how to fold elephant from him.
He is a nice follower because he will make sure I eat my lunch everyday.
He also make sure we can end early as us can.

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Other than cleaning room, a room attendant also responsible to do their task report. Actually, it is easy. First, we need to filled up room attendant name and date.
The report is important so our manager can know where we are on our working time. It is not about controlled but to make sure we at which room if anything happen on that time.
Furthermore, it also a information for linen attendant to know how many linen out and in at each of the room.

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Double single bed

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For the trainee or staff which have learned all the thing, them will get their own report every working day. The report is called housekeeping task sheet. The less room will get is 10 room while most higher is 15 room per day. The task sheet will tell us all the room information, for example, room no, room type, room status, pantry no, and reservation status.
Room type=  K which as a king sized bed
T which as a two single bed
Room status= DI which mean the room is dirty
CL which mean the room are already clean
OO which mean the room is on maintaining
Reservation status = occupancy mean the guest is long stayed, we just can go in 25 minutes.
= check out mean we need to clear all the thing inside the room.

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Same with food and beverage department, housekeeping department also have briefing everyday. After pray, the supervisor will let us understand today occupancy with the number of arrival and departure. Furthermore, he will also state the number of room which is for honeymoon.
The honeymoon room, we need to get them special service. For example, chocolate, flower, wine, cake and fruit. In the other hand, room attendant also need to fold their towel to some special kind of animal. For example, tortoise and elephant which from creativity of room attendant.

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To let our guest have home feel in our resort and in room services. We provide a lot of simple house-using thing in the room.
1. 11 amenities
For example, shampoo, conditioner, shower gel, lotion, shaving kit, sanitary beg, tooth brushes, comb, vanitary kit, sewing kit and shower cap.
2. Two types of hot drink, which is 2 coffee and 4 tea beg with 6 creamer and 6 sugar.
3. Iron, insecticide, umbrella, house used slipper and kettle.
4. Laundry
5. Televison
6. Several types of towel.
7. Refrigerator with 7up, cola, red bull, carlsberg, Evian water, Apple juice and orange juice.

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We have several types of room categories and 412 room with 7 tracks. Every tracks will control by one supervisor housekeeping. While every tracks will have several pantry for staff count the linen. The big diferent of room in Berjaya Langkawi is rainforest and seaview. While the design of the room also different. For the chalet, there are no bath tub. For land villa, studio and other biggest and expensive room will have bath tub.
For trainee, most of us will only work at rainforest and premier chalet. The other will done by permanent staff.

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This is a photo taken by Anand at pantry when we have a small tea break before start work.

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Catch me at my good is a form that guest will give you a like on your work.

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This is the report we need to do everytime after cleaning a room

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This is room attendant report, and this is the report who I follow.A nepal guy, Ananda

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Today, I learn about how to clean the toilet. First, we need to clear the rubbish and clean all the glasses used by guest. Than wipping the glasses and put on their own place.
After that, clean all the thing in toilet and wiping until no water.
The last thing to do in toilet is put tidy the amenities and towel which is clean.

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Overlook the toilet which already put the amenities.

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The listing of amenities.

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The listing at table.

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The way to keep mini bar.

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How to make sure we are not disturb guest. We will ring, knocked and say "housekeeping" for three time. After this, we just take up the carpet and open the door. Today I also follow my partner seem I not yet realized all.
Before we leaved the check out room, we need to inform the thing that less at that room, make sure tv at channel 10 because it is resort own channel and the room is in 22 temperature.
Furthermore, we need to make sure all the thing is in their own places.

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Today, I follow Leng seem Ang have her off day.
Before we start to clear all the room, we need to understand how many arrival, occupancy and check out room before we packed linen. If for arrival, we just to need check the tidy of room. If for occupancy, we need to pack bath towel, bath map and hand towel with 2 mineral water. We just to help guest to make the bed tidy and clean bath room. If for check out room, we need to packed all of thing and clean all of the room.
For trainee, we will not get so much of check out room, most of the room will be occupancy.

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Today is second day I work as housekeeping. Housekeeping job is start at 8 o,clock to 4 o,clock. We will have small briefing from our supervisor and manager. At housekeeping, we also need to count inventory at every single room. Which is pillow, bed sheet, dwelt, dwelt sheet, pillow sheet, bath towel, bath map and hand towel.
Today, I follow Ang to clear the room. She teach me how to clear all the thing at the bed and replace with new. The hard one is to do the dwelt. I just make all the bed on today work.
Furthermore, she also teach me how to fold bath towel, bath map and hand towel.

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Today is my first day working at housekeeping. For the person who go to clean the guest room is call room attendant. Same with my first time to f&b, mr Bepin tell me to meet him at 9 morning for exchange uniform.
After this, our supervisor direct send me to track which Kak Siti Hajar, which is my first teacher to teach me about housekeeping. For the first day, all equipment is already be prepaid by kak. After this, we picked up the linen from the linen container to every single room and start work.
At first day, I just need to clean balcony and wiping. Kak also show me how to do another thing.

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Tool of housekeeping 2

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Tool of housekeeping

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New department-housekeeping

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Today is my last day to work at beach restaurant. As a beverage runner, I need to learned how to served wine when guest order in a bottle. While Sir Tamizi has do a example for me.
Same like yesterday, we need to replaced the table setting for breakfast set. Furthermore, we will clear all the table setting and sit bed near the railing to avoid effect of raining.

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Today I work as a beverage runner. It is only need to send beverage and refilled the glass. All of the alcohol glass need to collect and clean by bartender because not enough to used. I always asked the name of beverage so I can explained with guest when them have question. I also need to open and poured the soft drink if guest required.
Before we go back, we need to arranged all the table setting to breakfast set.

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Finally, today I start to do my evening shift at here. I got little blurred since the dinner dining are more complicated. We have 8 staff stay at night, 1 hostess, 1 bread runner, 1 beverage runner, 1 food runner and 4 for order and services.
Today, my job scope is send the papadon for Indian cuisine and bread&butter for western cuisine. As a bread runner, I also need to clearing the empty plate.
After work, we do overtime to calculate inventory seem new general manager are coming.

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My duty of this two day is almost same with before. Coffee runner and prepared of lunch. Will miss all the work I have done for one month at here. Since it is last two day I work here.

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This is our coffee used...

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We are on the way calculate inventory at beach restaurant

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Our dinner example ofmain menu.

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This is an example of our dinner dishes.

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This is my colleagues at beach restaurant. The person in centre is assistant restaurant manager, Mr Tamizi

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This is one example of our romantic dining set.

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This is the photo while guest is dining with romantic dinner.

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How to handle customer complaint?
Today, we got complaint by our guest because one of the colleagues forget to give spoon for rice and delete the cancel item before print check list.
When we met complaint, the first thing we need to do is apologize and asking about detail. After know the detail, we need to try how to solved the problem. For example, find hostress to reprint the check list. We need to

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Everyday doing the same duty, last week new captain coming, I learned a lot of thing. Seem already three week at here, some trainee changes to other department but also new trainee come from other department. I feel owed because I can teach them with my knowledge gained.