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FIRST DAY ORIENTATION SHERATON PETALING JAYA HOTEL 

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Orientations day

Introduced to Sheraton hotel in Petaling Jaya

Listen to a briefing about hotel information. Get to know the hotel department manager.

The brefieng was given by Mr Aiman, the Assistant Traning Manager

Orentation end at 6 pm

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we start the second day trannie on 9 pm

On the second day. Mr Aiman ​​took us on a tour around the hotel. And introduced us to the advantages of this hotel.

There are several restaurants in the hotel, namely link cafe, feast restaurant, miyabi, yue, chime and sala bar.

We were also given the opportunity to see the facilities provided by the hotel to customers such as gym, swimming pool, car park and so on.

But at the day we cant see about the room type because at the day the hotel full house.

At the day, we We have received badges, name tags, locker keys and clothing from the hotel according to the department given. And took several photos to use as badges.

The Orentation end at 6pm

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I stand here for 4 month in my intership at Sheraton Hotel.

First day as a receptiont on the three of Ramadan. The duty manager tell me to see how the seniot doing the work.

Sheraton Petaling Jaya uses the OPERA PMS system as their check-in and check-out the guest.

The senior tell me about 10 steps away from the reception i must to smile at the guest and 5 feets away from the reception i must to greet the guest for example like " Good Morning, good afternoon, and Good evening"

I learn about how to greet the guest by following to the Marriots rules.

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That day i come at 11am to my shift.

Learn about how to check in the guest

learn how to check out the guest

learn how to pass the luggage tag to guest for living they things and bring the luggage to the the room after doing the check in or check out at the reception.

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For this terminal is diffrent with other terminals.

For in house guest the rate for parking is Rm 5 ringgit per enter and for event guest must to pay Rm 12 per enter.

Before i make validation, i must to ask the guest for room no or from event. Then i can do the validation.

The guest can use the Touch and go, credit card or debit card.

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OFF DAY

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I come to work at 11am until 8 pm.

Learn how to greet guests.

Do training with Mr. Syed, duty manager, about on how to answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction.
Count and secure bank at beginning and end of shift.

Learn how to speak with the another department for asking about the work

i must to remember the telephone number of another department.

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My shift start in 11 until 8pm.

I must to join the brefing at 2pm.

I learn how to check in and check out the guest

I just doing how to give the luggage tag to guest and with the bellboy to send the luggage to the guest.

and i just doing the validation also the the guest.

I just stand beside the senior and watch them to do the prosess of check in and check out.

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OFF DAY

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My shift start in 11am until 8pm.

This is my team mate at the from office department.

I doing the same things at that time because i dont have my ID to make check in and check out.

I must to remember all the name of my team because easy to comunitation with them about the work and everything.

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My shift start at 11am until 8pm

This is the collabration in this hotel with this company.

I must to learn about the rules and way The Marriott Bonvoy.

They are have 5 elites member in that hotel. For example silver, gold, platinum, tatinium and the ambbasador. That one is diffrent category by the elites member.

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My shift start at 11am until 8pm.

Join Marriot Bonvoy member.

Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests

Secure payment; activate/reissue room keys.

Ensure rates match market codes, document exceptions.

Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room.

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My shift start at 8 am until 5pm

Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests.

Secure payment; activate/reissue room keys.

Ensure rates match market codes, document exceptions.

Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room.

Advise guest of messages.

Clear departures in computer system.

Coordinate with Housekeeping to track room status and guest concerns.

File guest paperwork or documentation.

Operate telephone switchboard station.

Run and check daily reports, contingency lists, and credit card authorization reports.

Supply guests with directions and information.

Count and secure bank at beginning and end of shift.

Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change.

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My shift start at 8am until 5pm.

This one we call kalamazo to keep all the reg card follow by the room no of the guest. After doing the check in all staff must to keep they reg card in to the kalamazo before disappearing.

Kalamazo This is very important to ensure that friends who are on the night shift can perform audit runs at night.

If there is someone missing in Kalamazoo, the person on the night shift will mention the name.

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My shift start at 8am until 5pm.

Official Guest Information Records

Provides important data such as name, ID/passport number, address and phone number.

Important for security and identity verification purposes.

Reference During and After Stay

Used for review during guest stay and also after check-out for audits or disputes.

Financial Management and Charges

Ensures room rates, deposits, and payment methods are recorded accurately.

Avoids confusion during payment or when guests make claims.

Reference During Internal / External

Audit Inspections

Serves as a reference document for hotel audits by management or external parties such as licensing.

Security and Emergency Response

Helps identify who is currently in the hotel in the event of an emergency (e.g. fire, evacuation).

Room Planning and Assignment

Enables housekeeping and front office to plan cleaning, service delivery, or special request management.

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OFF DAY

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0FF DAY

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OFF DAY ( REST DAY HOTEL GIVE )

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This coupon is for members with silver and gold status. This voucher is given to guests to appreciate their loyalty to this hotel for a few days. Therefore, the guest will get 2 free drinks.

This voucher can only be used during your stay, after the check-out date you can no longer redeem the free drink.

This voucher can only be used once.

Guests can enjoy drinks such as juices, coffee and tea only. And can drink on site or take home.

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My shift start at 8am until 5pm.

This voucher only elite member for platinum, tatinum and ambbasador.

This voucher includes 2 options, namely 1000 points which will be credited to the Marriott account or choosing a Local gift. The choice will be made if the guest ticks the available box.

This voucher is not given to the guest but will be attached to the reg card and updated into the opera pms system, namely putting "PB" if the guest chooses points and putting "PL" if the guest chooses a local gift.

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My shift start 8am until 5pm

This is a place to place the room key and hand it over to the guest who has completed the check-in process.

There are two folders to place keys in, the white one is for non-members and those holding regular status, while the black one is for those holding member status from silver to ambassador.

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OFF DAY

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OFF DAY

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OFF DAY (REST DAY HOTEL GIVE )

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My shift start at 11 am until 8pm.

My manager call me for give my ID for open the opera and doing the check in and check out by myslef.

This is my first time stand alone at my coumputer without the senior and i must to greet the guest to come at me.

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My shift start at 2pm until 10pm.

This is the first time I checked in for my first guest after getting an ID from my manager, Mr. Sheikh.

Greet Guests Friendlyly

Say “Welcome to Sheraton Petaling Jaya!”

Smile and be professional

Request Verification Documents

Identity card (IC) or passport Booking confirmation (if available, such as booking number)

Check Booking Details

Check-in and check-out dates

Room type and rate Special requests (if available)

Fill in or Confirm Information on Registration Card

Guest's full name, IC/passport number, address, phone number, and signature

Staff verifies information and records

Request Security Deposit Set amount (e.g. RM200–RM500 depending on room type)

Accept payment in cash or credit card

Give Room Access Card

Give room card and explain room location (e.g. “Your room is on the 18th floor”), Give breakfast time, facility location (pool, gym, restaurant)

Give Brief Description of Hotel Amenities, Free Wi-Fi, restaurant operating hours, and room service

Smile and say thank you

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OFFDAY

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First time doing upsell which I sell breakfast to guests.

Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests.

Secure payment; activate/reissue room keys.

Ensure rates match market codes, document exceptions.

Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room.

Advise guest of messages.

Clear departures in computer system.

Coordinate with Housekeeping to track room status and guest concerns.

File guest paperwork or documentation.

Operate telephone switchboard station.

Run and check daily reports, contingency lists, and credit card authorization reports.

Supply guests with directions and information.

Count and secure bank at beginning and end of shift.

Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change.

Notify Loss Prevention/Security of any reports of theft.

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My shift start at 2pm until 10pm.

This day is First day of Hari Raya Aidilfitri.

After checking in, the staff must enter the tracking folder along with the room number and elite status received. This folder aims to ensure that all staff check in correctly according to the room number. If there is a mistake, the manager or supervisor will review the folder and find the identity of the person who checked in.

This folder is very important for managers who work at night to record as many guests as have checked in through the system.

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This day is second day of Hari Raya Aidilfitri

Float Money, Petty cash issued to counter staff (Front Office / Cashier) as daily cash capital. Used to give balances to guests and manage small transactions.

Float Amount Set by Finance, Standard value depends on department and shift (i.e. RM 3000 for Front Desk). This money has been determined by the Finance Manager according to the expected transaction volume.

Officially Issued by Finance / Cashier Supervisor, Float money is given via Cash Float Requisition Form and staff must sign as proof of receipt.

Recorded in Hotel Financial System Each float money is recorded in the hotel's Point-of-Sale (POS) system Audit trail must be complete for every incoming and outgoing transaction and used Throughout Shift

Float Access Control is stored in a locked drawer or counter safe only staff on duty are allowed to handle it. Handover and Recalculation After Shift, At the end of the shift, staff must hand over the float money along with the cash collection to the Cashier Supervisor and the amount must be exactly the same as the original float amount.

Daily Cash Report all transactions must be recorded in the Cash Drop Form or system. Any excess or deficiency must be immediately accounted for and reported.

Compliance with Marriott / Sheraton Global Policies. Float management process must follow Marriott International SOP and global audit, Violation may be considered a disciplinary issue or financial offense.

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Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests.
- During check-in, ensure to ask guest if they want to participate the UNICEF which help children in need worldwide.

Secure payment; activate/reissue room keys.

Ensure rates match market codes, document exceptions.

Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room.

Advise guest of messages.

Clear departures in computer system.

Coordinate with Housekeeping to track room status and guest concerns.

File guest paperwork or documentation.

Operate telephone switchboard station.

Run and check daily reports, contingency lists, and credit card authorization reports.

Supply guests with directions and information.

Count and secure bank at beginning and end of shift.

Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change.

Notify Loss Prevention/Security of any reports of theft.

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1. Types of Laundry Services Offered

Regular Laundry: Washing and folding of everyday clothing.

Dry Cleaning: For delicate or formal wear (e.g., suits, dresses).

Pressing Only: Ironing without washing.

Express Service: Laundry returned within 4 hours (with additional charge).

2. Guest Laundry Procedure

Guests fill out the Laundry Request Form provided in the room.

Clothes are placed in a laundry bag, typically found in the closet or bathroom.

Guests can either leave the bag in the room for pick-up or request pick-up via housekeeping.

3. Pick-Up and Delivery Timelines

Standard pick-up is usually before a specific cut-off time (e.g., 10:00 AM).

Laundry is returned on the same day or next day, depending on the time of collection.

Express options are available for urgent requests.

4. Laundry Pricing

Charges are itemized per clothing piece (e.g., shirt, trousers, dress).

The price list is provided in-room alongside the laundry form.

Charges are automatically posted to the guest’s room bill.

5. Quality Control Standards

Laundry is handled using professional-grade equipment and cleaning agents.

Staff follow strict fabric care protocols based on material type.

Each item is inspected before and after cleaning for quality assurance.

6. Handling of Delicate and Valuable Items

Items like silk, wool, or designer wear receive special treatment.

Guests are encouraged to declare delicate items on the laundry form.

7. Security and Tracking

All items are counted, logged, and tagged to avoid mix-ups or loss.

The laundry system ensures each item is returned to the correct guest.

8. Operating Hours

Laundry service is typically available from 7:00 AM to 9:00 PM.

Express and after-hours service may be arranged upon request.

9. Loss or Damage Policy

In case of damage or loss, Sheraton follows Marriott International’s global compensation policy.

Guests must report issues immediately for investigation and resolution.

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This is a rebate form given to guests who have sent clothes to be washed by the hotel.

This rebate form aims to reduce payments to guests who have used laundry services at this hotel.

This rebate only applies in 3 ways, namely through members, room types booked and guests who stay long with this hotel. There is Rm 25 for members (platinum, tatinium, and ambassador) while Rm 25 for booking room types ( SCLK, SCLT, EXDK, SHSK, PHSK). And the last 3pcs are free for guests who stay long at this hotel ( 15+ days ).

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1. Limo/Taxi Service According to Sheraton Hotel Standards

Types of Services Provided

1. Limousine Service (Limo): Luxurious service for VIPs, corporate guests or airport transfers.

Standard Taxi: For daily use of guests, short distances or trips within the city.

Private Car/Chartered Service: Vehicles with drivers on special request.

2. Reservations and Management

Booked through Concierge or Front Desk.

Guests can make advance bookings or on-the-spot requests.

Guest names, travel times, destinations and vehicle types are recorded in the system or log book.

3. Hotel Standard Vehicles

Vehicles used must be clean, safe, air-conditioned, and in good condition.

Sheraton limos usually use premium models (example: Mercedes-Benz, Toyota Vellfire).

Equipped with Wi-Fi, tissues, mineral water, and Sheraton magazines (for limos only).

4. Professional and Trained Drivers

Drivers must wear official hotel uniforms or neat clothes.

Must have a valid driving license and clean record.

Given customer service training and know the main tourist routes.

2. Charges and Payments

Limo ​​charges are fixed according to distance or time, higher than regular taxis.

Charges are transparently stated to guests before the trip.

Can be included in the guest room (room charge) or paid directly to the driver.

3. Airport Services (Airport Transfer)

Available for pick-up or drop-off to KLIA, Subang Airport and others.

Guests are accompanied by a driver with a name placard at the arrival hall.

Available 24 hours upon request.

4. Safety and Reliability

All vehicles undergo regular maintenance.

Guests are provided with driver information and plate number for safety.

The hotel is responsible if an official limo service is used.

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This form is a form that must be completed by the housekeeping department if a guest's belongings are left behind in the hotel room.

If the guest finds that their item has been left behind or lost, they must obtain the form and ensure that the item left behind is the same as the owner.

If it is found that the item belongs to the guest, they must complete the form before leaving the hotel. This ensures that the item has reached its original owner without any confusion between the hotel and the original owner.

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0FF DAY

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OFF DAY

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OFF DAY ( NUZUK AL-QURAN )

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MORNING SHIFT

Attend the morning briefing

Ask the night shift that if there anything to follow up

Counting the float to make sure it’s enough.

Check out the guest, ask the guest how is their stay

Doing the trace and send to the Room Division Group to informed the housekeeping about what the arrival guest request such as extra towel, pillow, bed or any deco.

Send the VD and VC in the Room Division Group to let the Housekeeping know about the room that they need to Clean, to make sure that the room is ready when the guest come to check in.

Cover for the afternoon shift while they attending the briefing at the back office at 3pm.

Doing a closing

Let the GSM check my transaction because close my cashier

Counting the float to make sure it’s enough to hand over to need person.

Give attendance sheet to GSM to sign to prove that we complete and present that day.

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This machine is used for staff to count how much money has been spent during the check-in and check-out process.

This machine aims to ensure that the amount of money counted in hand and in the opera system is the same, if the amount is different then there is an error in the calculation or in taking the amount of money from the guest. Therefore, this machine plays an important role in closing the shift for each staff.

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This is a consolation given to guests by the hotel as a sign of loyalty towards staying at this hotel.

This consolation prize is also given to VIP customers who have made reservations at this hotel. This is because their presence can give a positive impression to the hotel upon the arrival of the VIP.

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This form is for briefings every day at 3 pm. This form aims to ensure that all teams get current information about what is happening in the hotel.

This form aims to find out how many guests will arrive and how many will depart on that day.

every staff who enters the evening shift must attend the briefing.

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Every morning, I have to monitor for traces to meet the customer's needs for the day.

This trace aims to ensure that the guest's wishes are met before checking in in the evening. For example, if on that day there is a guest who is celebrating a birthday, the hotel will prepare room decorations for the guest without being charged. This is intended to appreciate the guests who stay at this hotel.

Traces that have been created must be made clear before leaving the shift to make it easier for other coworkers to do other things.

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OFF DAY

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OFF DAY

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OFF DAY ( HARI RAYA AIDILFITRI DAY 1)

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OFF DAY ( HARI RAYA AIDILFITRI DAY 2 )

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The guest will leave the items at the hotel for a few days and pick them up again the next day or in the coming days.

The items will be stored in the store provided by the hotel. The items will be stored until the owner retrieves them.

The staff will give the guest a luggage tag to ensure that the items are stored. If the guest wants to retrieve them, the guest must provide the luggage tag provided and it must be the same.

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This is a platform for guests after occupying the hotel. Guests will receive an email from the hotel and the guest can provide their experience while occupying this hotel.

Guests can express their feelings about the service provided by the hotel to customers. For example, the food ordered was late and did not meet the hotel's nutritional standards.

Therefore, the hotel created this platform to ensure that every customer receives privileges regardless of rank and culture.

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This is something that needs to be done every day as an intern to ensure that all rooms are ready for use. We will send a list of rooms with room numbers to the housekeeping department to rearrange the existing rooms. Dirty rooms must be ensured that no guests are in them.

This is very important to ensure that all work can be done better without stealing other people's rooms due to the lack of room.

This is done several times starting from 1pm to 8pm. This should be done once an hour and all lists should be sent via WhatsApp.

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OFF DAY ( REST DAY HOTEL GIVE )

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OFF DAY

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OFF DAY

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Deco is a celebration that needs to be done for the room that has been booked according to the instructions that I have given every morning.

If there are decorations on that day, I as the front desk must ensure that important things have been done by housekeeping to provide satisfaction to the guests.

Before the room is decorated, I will review the room with the manager to ensure that the decoration is done very well according to the guest's wishes. After everything is done, I will tell other colleagues to give the room to the guest immediately.

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If there is damage to the hotel room, we will contact an engineer to repair the equipment that is found to be damaged. For example, air conditioning damage, room light failure, water temperature failure, and so on.

This is very important to do immediately before the guest comes to check in. to reduce complaints from guests about the room they have rented.

Therefore, these things can also affect the hotel's image when the damage occurs without first being repaired by the engineer.

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Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests.

Secure payment; activate/reissue room keys.

Ensure rates match market codes, document exceptions.

Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room.

Advise guest of messages.

Clear departures in computer system.

Coordinate with Housekeeping to track room status and guest concerns.

File guest paperwork or documentation.

Operate telephone switchboard station.

Run and check daily reports, contingency lists, and credit card authorization reports.

Supply guests with directions and information.

Count and secure bank at beginning and end of shift.

Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change.

Notify Loss Prevention/Security of any reports of theft.

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Check-in today’s arrival guest

Post laundry rebates for long-stay guest & elite benefits

Send the VD & VC in the group.

Assisting new interns with FO work scope

Teach the new trainee about what I know, so that I also can improve my skill and practice my work

Doingclosing.

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Daily Transaction Review

Review all guest transactions (payment, room charges, minibar, F&B, laundry, spa, etc.).

Ensure that no postings are missed or incorrect.

Ensure that all guest bills have been updated in the system (Opera PMS or hotel internal system).

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OFF DAY

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OFF DAY

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Rotation System

Employees will work in shifts (rotating shifts).

Objective: to provide equal opportunities and prevent excessive fatigue.

Permanent and probationary employees will be given priority in the scheduling.

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Check-in and check-out

back office training

manager instruction on what to do in the event that a guest requests an extension of stay

checking whether a guest is a member but is not in the system

beginning cash float collection for payments received or paid out

learning how to proceed with cash float

learning about due back and currency exchange; daily stand-up meetings

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Front office duty refers to the responsibilities and tasks performed by the front office staff in a hotel or any customer-facing establishment.

Since the front desk is where customers first come into contact with hotel workers, it is an essential division that has a big impact on the general guest experience.

At concierge. The primary role of the concierge is to provide information, recommendations, and assistance to guests regarding various aspects of their stay.

As concierges, providing information and assistance to guests looking to explore the local area, book tours, or arrange transportation. Learn how to assist guests with their luggage, upon guest arrival, assist guest and ask them if them need help with their belongings, if they said yes. just take their luggage and give them the luggage tag and write information about them.

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Check-in and check-out

back office training

manager instruction on what to do in the event that a guest requests an extension of stay

checking whether a guest is a member but is not in the system

beginning cash float collection for payments received or paid out

learning how to proceed with cash float

learning about due back and currency exchange; daily stand-up meetings

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Daily stand-up

Observation - Friend with an alternate person

We have a Q&A session with our manager on the hotel and work process.

We are learning the check-in and check-out procedures. - We are learning how to interpret billing instructions and how to make payments from seniors.

We are receiving product knowledge training.

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OFF DAY

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OFF DAY

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OFF DAY ( LOUBAR DAY)

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Be familiar with additional features, such as the simple ways to use the enrolment system, check room inventory, upsell, comment, GSM Log, and guest voice.

Manager assigns a friend to learn about the procedure from a senior

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Check-in today’s arrival guest

Post laundry rebates for long-stay guest & elite benefits

Send the VD & VC in the group.

Assisting new interns with FO work scope

Teach the new trainee about what I know, so that I also can improve my skill and practice my work

Doingclosing.

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Check-in and check-out

back office training

manager instruction on what to do in the event that a guest requests an extension of stay

checking whether a guest is a member but is not in the system

beginning cash float collection for payments received or paid out

learning how to proceed with cash float

Learning about due back and currency exchange; daily stand-up meetings

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Check-in and check-out

back office training

manager instruction on what to do in the event that a guest requests an extension of stay

checking whether a guest is a member but is not in the system

beginning cash float collection for payments received or paid out

learning how to proceed with cash float

learning about due back and currency exchange; daily stand-up meetings

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Training product knowledge

Learn how to make reservations on GXP (with membership/ non-membership,     breakfast    package/     without    breakfast package)

Learn how to cancel reservation on GXP (with membership/ non-membership,     breakfast    package/     without    breakfast package)

Have achieve 72 quotation for enrollment for the day

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OFF DAY

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OFF DAY

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The hotel has created a program for hotel employees to appreciate the workers' day that took place last week. This activity is a food distribution to each hotel employee, namely chicken or meat burgers.

Each employee must take at least one burger to distribute all the burgers to other hotel employees.

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Attend the morning briefing

Ask the night shift that if there anything to follow up

Counting the float to make sure it’s enough.

Check out the guest, ask the guest how is their stay

Doing the trace and send to the Room Division Group to informed the housekeeping about what the arrival guest.

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Check-in and check-out

back office training

manager instruction on what to do in the event that a guest requests an extension of stay

checking whether a guest is a member but is not in the system

beginning cash float collection for payments received or paid out

learning how to proceed with cash float

learning about due back and currency exchange; daily stand-up meetings

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NIGHT SHIFT

midnight shift buddy with senior trainee

check in the guest coming late night

learn what we must do at midnight shift

we have to refill all the key card cover, envelop, receipt paper, key cards, and vouchers

check in house registration card

arrange departure registration card

save downtime report for if opera system down so we have the report on our computer

check the billing for tomorrow departure

we wait for manager run night audit and reset computer

we doing city ledger for guest booking by Expedia and Marriott Bonvoy award we have to rebate that specific amount

print breakfast list for pass to F&B

clean the station

check out the guest

doing closing

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When I'm on the night shift, I have to study and remember the menu in the menu book provided by the hotel.

This is because guests will place food orders via the existing telephone in their room and will be connected to the front office.

This is because guests will place food orders via the existing telephone in their room and will be connected to the front office.

Once finished, I need to send the order to the IRD department to be given to the chef who cooks.

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11 am-12.30 am

Night briefing

Print remaining arr reg card

Refill card

Print hotel information

Light change

Refill paper printer

Slot in receipt

Fold reg card checkout (to put in a safe box)

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OFF DAY

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OFF DAY

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OFF DAY ( WESAK DAY )

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1 am-1.40 am (before the night audit run)

Print Report

To print

Go to miscellaneous – report – type %inh =A130 (group arrival)  do not change the date or anything
=A154 (guest in house)   do not change date or anything

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AFTER THE NIGHT AUDIT RUN

To print report breakfast, carpark  & departure guest

Do “CITY LEDGER” for

a.      Expedia  (with LOU)

b.      Earn

c.       Marriot Bon

d.      Company (LOU)

Read TRACES to check if required to check out guests after night audit, guests request (newspaper).

Print the breakfast report which will pass to the Feast team.

Bucket check of registration card for in-house guests.

Process all guest check-outs and room assignments.

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OFF DAY

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OFF DAY

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OFF DAY ( REST DAY HOTEL GIVE )

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Check-in today’s arrival guest

Post laundry rebates for long-stay guest & elite benefits

Send the VD & VC in the group.

Assisting new interns with FO work scope

Teach the new trainee about what I know, so that I also can improve my skill and practice my work

Doingclosing.

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Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests.

Secure payment; activate/reissue room keys.

Ensure rates match market codes, document exceptions.

Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room.

Advise guest of messages.

Clear departures in computer system.

Coordinate with Housekeeping to track room status and guest concerns.

File guest paperwork or documentation.

Operate telephone switchboard station.

Run and check daily reports, contingency lists, and credit card authorization reports.

Supply guests with directions and information.

Count and secure bank at beginning and end of shift.

Cash-guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change.

Notify Loss Prevention/Security of any reports of theft.

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Attend the morning briefing

Ask the night shift that if there anything to follow up

Counting the float to make sure it’s enough.

Check out the guest, ask the guest how is their stay

Doing the trace and send to the Room Division Group to informed the housekeeping about what the arrival guest request such as extra towel, pillow, bed or any deco.

Send the VD and VC in the Room Division Group to let the Housekeeping know about the room that they need to Clean, to make sure that the room is ready when the guest come to check in.

Cover for the afternoon shift while they attending the briefing at the back office at 3pm.

Doing a closing

Let the GSM check my transaction because close my cashier

Counting the float to make sure it’s enough to hand over to need person.

Give attendance sheet to GSM to sign , to prove that we complete and present that day.

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Check-in and check-out

back office training

manager instruction on what to do in the event that a guest requests an extension of stay

checking whether a guest is a member but is not in the system

beginning cash float collection for payments received or paid out

learning how to proceed with cash float

learning about due back and currency exchange; daily stand-up meetings

# data[].attributes.body
Check-in and check-out

back office training

manager instruction on what to do in the event that a guest requests an extension of stay

checking whether a guest is a member but is not in the system

beginning cash float collection for payments received or paid out

learning how to proceed with cash float

learning about due back and currency exchange; daily stand-up meetings

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OFF DAY

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OFF DAY

# data[].attributes.body
Attend the morning briefing

Ask the night shift that if there anything to follow up

Counting the float to make sure it’s enough.

Check out the guest, ask the guest how is their stay

Doing the trace and send to the Room Division Group to informed the housekeeping about what the arrival guest request such as extra towel, pillow, bed or any deco.

Send the VD and VC in the Room Division Group to let the Housekeeping know about the room that they need to Clean, to make sure that the room is ready when the guest come to check in.

Cover for the afternoon shift while they attending the briefing at the back office at 3pm.

Doing a closing

Let the GSM check my transaction because close my cashier

Counting the float to make sure it’s enough to hand over to need person.

Give attendance sheet to GSM to sign , to prove that we complete and present that day.

# data[].attributes.body
Check-in and check-out

back office training

manager instruction on what to do in the event that a guest requests an extension of stay

checking whether a guest is a member but is not in the system

beginning cash float collection for payments received or paid out

learning how to proceed with cash float

learning about due back and currency exchange; daily stand-up meetings

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Daily Transaction Review

Review all guest transactions (payment, room charges, minibar, F&B, laundry, spa, etc.).

Ensure that no postings are missed or incorrect.

Ensure that all guest bills have been updated in the system (Opera PMS or hotel internal system).

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Daily stand-up

Observation - Friend with an alternate person

We have a Q&A session with our manager on the hotel and work process.

We are learning the check-in and check-out procedures. - We are learning how to interpret billing instructions and how to make payments from seniors.

We are receiving product knowledge training.