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Follow guys like and share akun IG terima kasih~

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Follow guys like and share akun IG terima kasih~

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-OFF DAY-
LAST DAY OF MY INTERNSHIP
THANK YOU
-THE END-

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Today is the annual dinner of my hotel.All of us very excited.

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Today is my last day internship because tomorrow is the annual dinner of the hotel and the following day is my off day.So today I need to do clearance in all department and get the signature from all the H.O.D

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My works go on as usual but I feel little upset because this last week of my internship.My colleague are so helpful and they ask me to continue my work at renaissance Johor Bharu hotel.

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Today my manager ask us about the progress of our dance for the annual dinner and he give some motivation to perform well on the stage.So we were so motivated and excited to perform and represent the front office department.

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Today I was morning shift so as usual F.I.T manual wake call to make sure their already wake up and also fill up the information board with the staff on duty and other detail.

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The work continues as well today. Today I serve welcoming pastry to frequent individual traveler to make them feel enjoy to stay in our hotel.

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Today no much work to do because of low occupancy and didn't received any complaints from the guests. We were happy with the service given to them.

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Today all of the DTS agents required to do food test because from next month the food menu changing to new menu.DTS agent need to taste the new menu because the guest will call and place order and DTS agent should know to explain to guests the taste and ingredients used.

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Today I interviewed front office manager Mr. Marshall on hotel operation and challenges that faced by front office department.

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Off DAY !!!!!

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Today my front office manager gathered with us and give a briefing about the importance of the wake up call. He told that wake up call is very important. Because if our guest do not get wake up call on time he or she might be late to the place they want to reach.

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Today i have practiced again to prepare key cards for the gold and platinum members to avoid them waiting for so long at the front desk.

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Back to morning shift for this week. I have to call manually to room for 1 group because maybe the wake up call is not functioning. So for safety purpose we will call manually to check the guest a wake up already.

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Today I did room decorations for 3 rooms with rose petals and some art linen on top of the bed.

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today i was responsible for answering the incoming calls. I used a sophisticated telephone system to accomplish this task. i also screening calls as requested and routes them to their proper recipient talking and relaying messages as needed.

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Today my shift was in afternoon shift.I helped my senior check in group and assign room for the group then also learn about preparing key for the guest.

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After long holiday I back to work and my shift was morning shift. Today I and my another two colleague was choose for dance for the annual dinner on 25th of May 2017.My manager ask us represent for front office department.

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public holiday replacement and off day.

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Today I have done decoration for 5 rooms with different theme such as Birthday,wedding day and also honeymoon.The guest feel very happy and appreciate the effort of the hotel staffs

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Today special menu in WAN LI Restaurant limited season special 'Abalone Home Made Rice Dumpling" and price at Rm 41.00++.

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Today is Renaissance Johor Bharu hotel resumed its annual Global Day of Discovering for the 6th year by inspiring business traveler.

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First of all I would like to wish HAPPY LABOUR DAY. Today even thought labour day I have to come to work because a hotelier can replace the public holiday on another day.Today I have learn a few thing about concierge that carry the luggage and how to collect payment for the valet

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This three days my front office manager ask me to transfer to club lounge to experience the working environment at there.I have learn many thing at club lounge for example how to serve drink to the guest because all the guest who come into club lounge normally vvip. So we should be very manner and polite when serve to them. That was a nice experience for me.

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-replacement of public holiday and off day.

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Today I have learn about how to handle a guest which not satisfy with the food and how my manager handle the issue. A guest make a complain and not satisfy with the al-carte menu that he order because its different from his expectation.My manager handle with full of patient and ask apologize to the guest and give him the best food to enjoy his meal.

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After time I was in morning shift ,morning does not have much work just answering calls and the make a confirmation from front desk about the guest request for late check out.

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Today I help my senior staff to follow her to take the petal at housekeeping and few thing to decoration the room because the guest request decoration the the wife 's birthday. So we decorated for our guest with balloons and many more. I also deliver the complimentary cake from in room dining .

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Today our hotel come out with few new dish ,so my front office manager Mr.Marshall explain to us in detail about the new dish to us.He also mention to us what are the frequent mistake done by DTS staff when taking order. He taught us the correct way to delivery the massage to the guest.

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Today I work on middle shift which is 12pm to 8pm. As usual today I get myself then I will give welcoming drink to the guest then greeting the guest to make sure they enjoyed they stay at our hotel.

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Today I was in afternoon shift ,today the occupancy quite high 88.23%. So today the hp never stop ringing since the dinner start customer continue ordering the food.Today I really feel the working under stress but finally I can managed by myself. My duty manager always give motivation to us.

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Today one off senior staff is the last working day so I would like to thanked her because she very helpful person and also she never forget to taught us in any time or in any situation

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Today i'm afternoon shift. As today is Sunday the KL reservation is closed and also today the in house reservation not around as well. I faced.

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Today i was middle shift. I enter 11am to work. Everything was go in the flow. No issue faced today.

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Have a blessed Good Friday from the management and ambassadors of Renaissance Johor Bahru Hotel. Today the special is special buffet and special price for Good Friday occasion and price about RM108++. The occupancy reached 101.99% and our rooms all fully occupied. Most of the guests are from Singapore come for holiday as today is public holiday at Singapore.
The challenging part is received calls from guest regarding the access to WiFi and also guests requested to change room because some guest not happy with the room that given to them. As a Delighted to Serve agent we report this problem to our Duty manager to make a right and quick decisions to the guest.

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................................MY OFF DAYYYYYY !!!!!......................

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Happy Tuesday !!!!!

Today the DTS agents promote our 'Indian Delights' to the guest who asking for the dinner information in the BLD cafe.
So let's come and taste the Indian culture and tradition, with our delectable range of ethnic mouthwatering Indian cuisine crafted from locally available spices, herbs, vegetable and fruits

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Afternoon shift continues....Before start the work briefing first. In the briefing the DM discussed about one of the issued faced by DTS agent which is communication tone with guest. While guest complaining any complain as a telephone operator should take it seriously although the matter is funny or the guest itself laugh while talking we shouldn't laugh to the guest. He told that we should show empathy to the guest in any situation

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I worked afternoon shift today. I received calls from the hotel guest and they ordered for Room Service which is for dinner. Not all the guest are have same mentality. Some guest very patient but some of the guest very fussy. While taking food order you must be very careful and handle the guest properly. The guest may get angry if you taking order so long. Besides, some guest may order food with their own preference without referring the menu book. Confirm first with the kitchen of what the guest asking and inform the guest without any delay.

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Today me and my working partner Miss Siony received call from guest complained about the laundry that he received is not as how he gave before. He received the laundry with the missing button and not fold properly. The guest quite disappointed with the service given by laundry department.But our on duty manager talked and try to convince the guest. Duty manager also do service recovery for the guest by sending fruit platter and make the guest happy. Laundry department also replace the new button and fold the shirts accordingly.

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Back to morning shift today.

Today I've learned new thing today which is how to do courier service if guest ask to return their belongings that left upon staying in the hotel. My senior staff Mr. Safwan teach me the process one by one.
Procedure of courier service
1. Measure the weight of the item
2. Email Gdex the weight and address of guest
3. Gdex will reply back the price
4. Guest bank in the money of courier
3. wrap the item and send to finance department

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OFF DAY !!!!

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During briefing today Mr. Ravind, Duty Manager explain today R-Way and continue to guest voice feedback from departure guest. We receive a very good comment from guest saying the services from top to bottom are excellent and seeing more for future. I continue my daily routine as Delighted To Serve(DTS) staff to give services to in house guest.

Today also a new staff joined as DTS agent. He is Mr. Fauzi. We are glad to have him in DTS.

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My afternoon shift continued today with briefing. In briefing Duty Manager shared the guest voice and also requested to inform the Duty Manager if received any complain from the guest. Therefore the DM can do the service recovery for the guest to make the staying of the guest better by sending fruit basket.

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Today one of our DTS agent senior staff last day working day. She has been a good and helpful staff since i'm working with her
Taking picture is must as a memories !!! :)

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Today i was afternoon shift. The morning shift staffs pass over the pending defects that i should follow up with engineering and also the amenities that send to the Platinum member (higher level member) room.

As usual, i follow up the defects and also don't forget the downtime. Downtime should save by every shift's staff for every hour. It is to make sure to avoid any lost of important data and reports in the system.

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New month , First day of month !!!!

All of us start the day with new working spirits. There are some important things  that pointed out by the Front Office Manager Mr Marshall during briefing. First is the enrollment of Marriott Rewards member for this month, educate the customers by providing hotel knowledge, and also increase guest voice quality and score

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My afternoon shift today starts with briefing like usual. We discussed the guest voice and all the staffs very happy because the guest voice score is higher than expected. Beside, the Renaissance Johor Bahru Hotel ranking is also is in good place more than all expected.

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......................... OFF DAY ...............................

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Today is my afternoon shift. The work started to busy after 8pm where many guests call and place the room service. One of the guest left her valuable rings in the room and requested to keep it safely. After return back the rings to the guest, they feel very thankful and happy.

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Today is my morning shift. I do wake up calls manually for group tour guests by calling the room one by one since the automatic wake up call system is currently not able to use.

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Today there is a special occassion at Renaissance Hotel Johor Bahru which is 'Our love Story' wedding showcase 2017. There are goodies and wedding flower packages which the guest can look forward.

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Johor Bahru Hotel went dark to shine a light on climate action with Earth Hour 2017. The hotel joined millions around the world in turning off lights for one hour on 25th March 2017 at 8:30 p.m. local time to illuminate a powerful message about environmental awareness and action. The annual  global  environmental  awareness  event was  created and  instituted by the  World  Wildlife  Fund  (WWF)  in  2007  to  emphasise  the  threat of  climate change.

Lights off at Renaissance Johor Bahru for Earth Hour 2017

The  Hotel participated  by  turning  off  its exterior  signage lighting, dimmed   and   turned  off  non-essential   interior   lighting, used  candlelight  at appropriate  public  areas  such  as   restaurants   and   bars;  and   used  in-room voicemail  messages  and  in-room  television  messages  to  inform  guests about Earth Hour observances.

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As the occupancy is high today,  I received calls from in house guests regarding to extend the check out time. I double check with the front desk agent and the guests can extend time until 1:30pm.

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Today when i enter the DTS office i found something new on the wall. There are six different ways of wake up call for each day. This is probably for individuals who request for wake up calls in the morning. We prepare unique and professional way to communicate with our guests everyday and make a better new day. :)

#happyworking

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Off day !

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Afternoon shift continue for today as well. Today in briefing the front office manager Mr Ben introduced two more trainees from the Sunway college. One of the trainee will be the Delighted to serve (DTS) agent as well.

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Today my shift start at afternoon. During the briefing, Duty Manager Ms Magdeline congratulate all the front office staffs and club lounge staffs because we could obtained to get the highest score in the guest voice from the guests as our hotel reach high occupancy last few days. She also encourage to do so in future as well to bring good reputation to the hotel by providing the excellent services.

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As today is the weekend the occupancy is high until there is extra booking. Besides, i received many calls regarding the buffet lunch and dinner in our Hotel. I provide as much as information that i know about the buffet like the price for adult and kids and the type of buffet. I transfer some calls to buffet counter (BLD CAFE) in case if the guest want to make reservation on buffet.

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Today my shift start as usual.I continue my work as Delighted To Serve(DTS) agent by provide service to our in house guest and answer external calls. Today our Front Office receive new staff named Mr. Fauzi. He has no problem in transfer calls and assist guest because he have experience before in hotel field. Anyway i teach him few important things that should be done because start the work. He also share his before experience with us. Hope he will be comfortable to work with us.

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38th Day Intern

Back to work.

After one week i'm back to afternoon shift. Today is a very challenging day because high occupancy about 99.99%. Operator side keep on receiving room defect and request from the in house guest. After 5 o'clock in the evening we receive a lot of order for room dining service. The day totally busy until i have no time to take break for my self but its a good learning time for me. Today duty manager Mr. Ravind teach me how to to do recovery services to the guest.

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38th Day Intern

OFF DAY YA... :)

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37th Day Intern

My day began with morning shift once more. I get reminder again from the framework and call to the specific rooms. There is no answer from the guest and i educate concierge staff go to the room and thump the entryway. The guest thank the concierge staff because although the guest didn't pick up the call that did by operator side however there is individual in control to awaken the guest before late for the occasion at that morning.

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36th Day Intern

I was really happy to make our guests 'wow' today. We find the guests who have birthday on the day, as per our front office manager we were requested to do some simple birthday deco in the guests room to make the guests suprise and happy.

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35th Day Intern

As i work morning shift, i did wake up calls and also update the information board. On the board, every morning shift staff should update people on duty for that day from front office, engineering, housekeeping and in room dining department. Beside that, update the events for that day, current weather forecast and also food item that not available on the day

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34th Day Intern

Today I was afternoon shift. I was asked to do something new which is courtesy call to all the guests who check in today and ask about the condition of staying in hotel since they are check in today. This is to make sure the guests feel comfortable and also the guests can request anything they need.

Below is the way to do courtesy call to guests...

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33rd Day Intern

Today i worked morning shift. I have to call manual to the room for one group because maybe the wake up call is not functioning so for a courtesy we will call manual to check the guest a wake up already. This will a step to make sure all the guest wake up on the time set. If the guests still did not answer the wake up call should inform to concierge immediately. The concierge will go to the particular rooms and knock the room door.

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32nd Day Intern

Today I try to do handle customer complain again. Beside, I also try to check out and check in guest alone.

I' happy that I can control the situation and know how to responds if guests gets angry or complain. But there are still lot of thing that I need to learn from my senior to becomes expert in front office.

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31st Day Intern

Off day :) Resting....

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30th Day Intern

One of the senior staff is last day today. He never fails to contribute his knowledge as much as he can to the trainees like me. I also use this opportunity to learn new things like how to handle a guests if the guest requested for free Wi-Fi.

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29th Day Intern

On today, I get back to my office as Front office (DTS) agent after 2 weeks. I did answer phone calls as usual and also with some other works. It is little challenging for me to recall back the work task as front office agent after two weeks.

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28th Day Intern

One of my senior staff told me how to record the pool towel to make sure all towels are in right quantity. I also counted the clean and dirty towels left at swimming pool bench and in the store and record in the book.

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27th Day Intern

Today one of the Guest who came to swimming pool ordered food with me. I gave him the food menu and he ordered some snacks and drinks. I pass the order to front operator and the key in the order. I was learned how to take food order from  guests today.

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26th Day Intern

Today I did some cleaning work in gym. I also inform the front operator about the defect in the gym that one of the treadmill is didn't work in the gym.

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25th Day Intern

Today I met a couple guests from Germany. He stayed in our Hotel for 5days. As I learnt German Language as foreign language i spoke with them a little in German and they was happy. Ms Nichole shared her visits around Malaysia and also about her country. We had a great time by sharing informations of each other's country.

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24th Day Intern

Off day

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23rd Day Intern

Today i did project at store of gym. I count all the towels which are pool towels and gym towels and record in the record book. It is to make sure all the towels in the right quantity without missing.

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22nd Day Intern

My work starts at 11am. Once i enter work the Supervisor Ms Sarah came and inform us there will be power trip in whole hotel due to some test on electricity by Engineer.

She let us know what should do if the power trip extend more than predicted time (more than 10mins). I informed the guests that using gym about this matter and they doesn't took it seriously. Fortunately, the power trip was only 1 min at the gym area.

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21st Day Intern

💙 Today quite number of guests came swimming along with their kids. I try communicate with them more friendly so that they can feel like home. Besides, I try to remember some of the guest's name as if they come again I can use their name while talking to them. It's one of way to make the guests very special.

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15th Day Intern

Hello 👋 😊

Today's special is me and my GRO went to suprise one of the guest by sending birthday cake as today is the guest's birthday. UNFORTUNATELY, I couldn't see the guest's reaction because he is not in the room.

So we took the guest's room key and just placed the cake inside the cake with a wishes card. Nice right? 🙈🎂🎁🎊🎉

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20th Day Intern

My 4th day working at Pool office today. ✌ I made some improvement on rolling the bath towels and gym towels which we usually place at the pool counter.
So the towels down in picture is rolled up and arranged by me. How is it?? 😂😀 The drinking water bottles called R-water placed nicely at the counter for the guests.

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19th Day Intern

I changed my attire today from formal to casual t as my location changed from office to pool side. I improved my skill to roll the towels like how they used to it. I attend some guests too with their needs and wants.

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18th Day Intern

Off Day :D

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17th Day Intern

Today me and internship friends attended a Rap Session. The trainee manager Ms. Sherobhon conducted this Rap Session with some HR staffs at meeting room. Firstly the training manager introduced about the Producer and co-producer of Marriot International brand by slides. She also show a video about how Marriot actually shaped and established all over the world. After 5 mins break we were exposed with the core values of Marriot and Renaissance Hotel Johor Bahru.

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16th Day Intern

What I was did today is totally a new environment for me. I was sent to level 6 of Renaissance hotel where the swimming pool, gym and sauna are located. I have communicate with the guests who come to enjoy and relax by doing these activities. My work is to make sure provide the guests what they need like towels, water bottle, locker key and so on. Not only engaging with the guests, I also do other things like record the distribution of towel and locker key to the guests.

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14th Day Intern

Today's occupancy achieved very high in Renaissance hotel. I was instructed to be Guest Relation Officer. I stand at front desk (lobby) to greeting and serve welcome drinks to the guests.

I also talked to guest while they are waiting in the line to check in by asking how was their day and how was their journey. The main focus of a guest relations officer is to ensure the guest is happy.

It's a new experience for me meeting the guests.

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13th Day Intern

Good day 😉
📞 Today i did group wake up calls since today is my morning shift 7am to 3pm. After i enter my work i received the bounce back wake up calls and I write down the room numbers that didn't pick up the calls.
☎ I called back the rooms individually and said 'Good morning Mr/Ms/Mrs........, this is your wake up call. This is how a wake up call should be done. ✔

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12th Day Intern

The day well went today. My shift today is 9 a.m to 3 pm. I help the front desk to insert welcoming letter into the envelop to give the guest when they check in. This is one of the way welcoming the guest by providing hotel information to the guests.

Then i continue my work as front office agent.

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11th Day Intern

OFF DAY :D

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10th Day Intern

My first morning shift today from 7am to 3pm.
Today i did wake up calls for FIT (Free Independent Traveler). The night shift staff will passover wake up calls to morning shift staffs because they are going to do all the wake up calls either group and FIT in the morning.

Besides I learned about Guest House Experience (GHE). GHE is important where we need to write down all the complains and problem given by the guests and also by the staffs from other departments. The complains that received need to be solve immediately by informing the related department. These all should record in GHE report for safety purposes. Before the complain is done, that particular complain should be highlighted in yellow colour. After the complain done it back to white colour. All the complains must be done before the day ends.

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9th Day Intern

Today can be said quite busy day at my hotel where the occupancy for today is 100.86%. Since my shift is from 9 a.m to 5 p.m i don't get so many calls from in house guest for room service (in room dining). It is because, the in house guest normally order food after 7 p.m for the dinner.
But I received many calls from outside guest for reservation and also to inquiry about today's special Valentine buffet at BLD cafe. It's a challenging task to answer all the calls at same time. You need to deliver information very fast and also with polite manner to the guests. Yet the more you answer the more learn new things.

=happyworking=

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8th Day Intern

Today's briefing before starting my middle shift is quite different where we were ask to come to room no. 1525 (junior suite). The briefing was held in the room by Front office manager Mr. Marshall. He has put so many efforts to build a effective and professional team and also increase service for guest. The reason conduct briefing at new place is to give exposure to the staffs about the special product by the hotel. Junior Suite Room is the best guest room in Renaissance Johor Bahru Hotel. The specialty of this room is inside the room have a small living room, bath tube in the bathroom, mini bar and also view of Singapore.

After the briefing, i was teach how to do transfer outside calls. Outside call is the call that other departments of the hotel such as request the front operator to transfer the call to staff's mobile number or guest's number. It also should be key in computer as a outgoing call.

=happyworking=

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7th Day Intern

It was my last day of my first week. :D
Today i was excited to learn new thing which is Room Service.  It's like taking order at restaurant. But this is on call order. So first of all, there will be a menu book in all the guest rooms. The guest can call the front office operator to place the food order.

For the in room dining i learned how to take order from in house guest, store order in micros and also get feedback from the guests about the food by doing courtesy calls. The feedback should be written and key in the data. Before place the order, we need to reconfirm the order with guest to avoid any mistakes.

=happyworking=

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6th Day Intern

Good day!
My sixth day intern start with new shift that is aftrenoon shift start at 3 pm till 11 am. As usual I start my work with duty manager briefing. Mr Safuwan is a senior worker explain me each and every work what i supposed to do after start my work in details with a guide notes.

So firstly, he asked me to remember all types of rooms the hotel provided with its own specialties and other facilities like gym, sauna, pool and restaurant. Then he teach me how to check stay over status of guest in room.
Lastly, Mr. Safuwan ask me to practice to do courtesy calls to customer with proper verbiage like i posted below.

=happyworking=