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First Day Reporting in Housekeeping Department

-Duvet cover， pillow case， bed sheet （compulsory for daily change）
-Duvet insert， pillow， bed protector（depend on condition） （request with supervisor）
-Check divan （paku， guest safety），mattress（bed bug，if happend，call supervisor，close for 10 days for cleaning）
-Bed protector（2 inch at front），bed sheet（cover bed head），duvet insert（green-single，orange-queen，red-king），duvet cover，pillow case，pillow cover

During the first day in classroom， I learned the bed making with 5 new staffs as Kak Khayati was not available to teach me about the housekeeping Introduction due to busy working schedule. I manage to seek guidance about the bed making from HKS，Kak Rosnani who was very patience to teach us. We made single，queen and king size bed in order to adapt easily for further training.

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-Daily briefing about today and last night occupancy in each tower and total in，stay back，positive and negative customers feedback from Revinate， AHK and HK’s announcement
-Training team Introduction
-Organization chart
-Departmental workflow
-Rules & Regulation
-Safety procedure
-Master keys procedure
-Lost & found procedure
-Entering & leaving guest room
-Lost & damage procedure
-Visit area （WR，SDL，DL，Store room）

At the second day，Kak Khayati was free of pending room and being able to giving housekeeping introducing to me in classroom （Lv 16，T2）. She told me about some basic information about the housekeeping department and gave me some exercises to do in order to ensure I would have better understanding on that. We discussed a lot about the housekeeping matters such as manpower shortage and it's history. Being amazed to hear that Kak Khayati had been working here for 19 years and still being passion to delivery exceptional service. We walked around the tower 2 to have overview about the tower 2 hotel room structures and features.

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-Daily briefing about today and last night occupancy in each tower and total in，stay back，positive and negative customers feedback from Revinate， AHK and HK’s announcement
-Job function housekeeping assistant
-Room cleaning
-Room inspection
-Update room status

Today was Kak Lynda in charge to guide me how to make a proper room cleaning procedure. We did cleaning in Y5 deluxe room and I manage to assist her to do bed making，wiping the furniture，high dust cleaning as special project and also vacuuming. We found that there is few of stain on the replaced bed sheet and duvet cover which we need to do double work to repeat the bed making procedure. After finishing the room cleaning，I manage to follow the supervisor in training，En. Asraf for room inspection.

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-Job function HKA linen
-Following supervisor on duty，Encik Bukori
-Differentiate, linen keeper assignment, 1 person (3 floor)
-Receive order from supervisor，record the order quantity
-Chute room (bedsheet, duvet cover) tower 1, tower 2
-Fam trip to laundry department（Overview the washer ，cbw，dryer）
-Major washing（duvet insert，bed protector，shower，blackout curtain，heavy curtain，net curtain，or others）
-Daily linen collection traffic report
-Collect linen （bed sheet，duvet cover，pillow case，bath towel，bath mat，hand towel）from 2 level
-Linen Weekly Report （Once per week）
-Discardment of fixed assets （monthly on 5th）
-Discardment under ANR
4 PAR- Maid’s Store， Laundry，Reserved Store，Hotel Room

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Job Function Houseman （Office：T1L12，T2T3L9
-Settle store，check stock
-Daily guest request record
-Check no show room （tower-2 pp，tower 2&3-1pp）
-Laundry Service，Dry Cleaning & Valet Service
-Call 52345，4675#，1234#，1（acknowledge）/2（complete job），job no.#，1 for confirm
-Payment more than RM 1000- Recommend to set up deposit

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Job function OLK office
Extension Tower 1-55125,55126
Tower 2,3-55571-73
-FCS e-Connect used to monitor the job given by the operator
-Guest supply logbook used to record defect, maintainence, check status (1 book for each officer linen keeper)
-Check room status by opening Arrivals/In house/Check-out Guest (Multi-Property)
-To determine guest stay back, check through room chart whether there is remark on the folio no. (For example: * for due out, # for assigned guest)
-Item on loan log book used to record the items rented to guest who make request by giving deposit based on value of item (For example, RM 10 for adapter, RM 50 for kettle)
-Extra item logbook used to record the extra item given to guest who make request such as blanket and pillow
-SAP (Systems, Applications & Products in data processing)
-Communication device interface used to send job info message to mobile device
-Lost & Found log book used to record lost & found item by date, serial number, room number, receiver, guest name and item
-Extra bed log book ( Date, Room, Guest name, total night stay, houseman in charge）
-Sending lost & found item to owner at info counter and function counter
-Creating job ticket through SAP
-id4685 to acknowledge and complete job
-Determine hacking system by Check update room status
-Receive call to check room status and record defect

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Following HKS，Kak Norliana （Tower 1，18 & 24 floor）
-Prepare floor report，inspection report
-Check balance，cleanliness，exhaust fan，water dispenser
-Record room status from HKA
-Room inspection
-Update status with OLK
-Filling loss and damage form
At the second day, I was assigned to assist Kak Liana to involve 18 floor activities such as check and record room status from HKA, inspected the room condition and report any defect to OLK. I found that the quality of shampoo was not good as it couldn't sustain longer and easily smelled bad. The shampoos in almost every room I checked had bad smell and I informed the HKA to replace new shampoo in order to deliver good product quality for the incoming guest.

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Following HKS，Kak Rose （Rosnah）Floor 27，28 Tower 2-3
-Prepare floor report，inspection report
-Check email
-Highlight the stay back room in order to check whether will be in DND or OR status
-Check balance，cleanliness，exhaust fan，water dispenser
-Record room status from HKA
-Order linen to top up
-Inform carpet team to shampoo dirty spot
-Room inspection
-Update status with OLK
-Revert room status requested by AHK
-Daily floor cleanliness check list
-DND log book （Tower 2）
When there is DND card hanged up on the door, HKA is not allowed to press the door bell and disturb the guest. Supervisor will be informed about the DND status and he/she will take first step by calling the room through the riser. If the call is answered, supervisor will seek permission from the guest whether he/she would like to clean his/her room or not.
If do so, HKA will be informed to clean the room.
If the guest don't want to clean his/her room, the room will be stated in OR status.
If no one answer the call, supervisor will take second step which is approaching to the room, pressing the door bell, announcing and waiting the respond from guest.
If no one respond the announcing, supervisor shall open the door and check whether there is guest inside or not. If there is no one in the room, the current room shall be stated in DND status since the DND card is hanged up on the door and supervisor is not able to seek permission from guest.
If guest respond the announcing, supervisor will seek permission from guest.
Remark: Never approach to the room and announce if the guest is stated as fussy guest.

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Following HKS, Kak Aenzatul （Floor 4 & 5，Tower 1）
-Check room status and record time check-out，example：VD9 means check-out at around 9am
-Prepare floor report，inspection report
-Room inspection
-Update status with OLK
-Revert room status requested by AHK
-Fire sprinkler inspection
Housekeeping supervisor job task is on going as usual. Since I had been assisted few times to inspect the corridor and rooms, I was able to assist Kak Aen to check any dirty, defect, loss and damage, loss and found to ensure the room will be in good condition.

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Following HKS，Kak Liana & Kak Huda Hassan（Morning shift 6am-2pm）
-Manage room assignment（Lower & Middle floor）
-Allocate among the room attendent
-Maximum weightage 26 rooms
-Assign room to HKA within 10 floors
-Set up the HKA’s name with pager number
-Open rooms used to cover up no show and DND room in order fullfil weightage required
-Record extra item send to room in order to let HKA check on the room, example: 1xBlanket & 1xPillow in room 17613
-Take attendance from HKA
-Assign master key to HKA
-Calculate total attendent and total room assigned
-Late attend briefing
-Prepare supervisors' room report
-Briefing (7am,9am)
-Check master key storage （each floor 10 keys）
-Official duty
-Room inspection （assist 13 floor）
-Report room status and defect
-Lost and found form
-Check email

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Following HKS, Kak Hudha Haron (Shift 3pm-11pm)
-Daily NAFS/DND rooms report (Tower 2, 3)
-Standby job function
-Room status report (Afternoon shift), lower and higher floor
-Daily floor cleanliness checklist
-Check room status
-Check room DND status
-Room inspection
-Collect master key and report from HKA
-Daily record of HKA & STS productivity （Planned，Actual，Attendance Status，reported to Mr.Thomas）
-Record time master key received，check master key storage
-Actual room cleaned
-Daily OOO/NAFS report, reported Puan Junainah Jemain
-Daily morning briefing: no show rooms, VD/OD after 7pm, lost & found valuable, OOO/NAFS rooms, missing towels, contract cleaning/manpower HKA, room availability for check-in, overtime productivity occupancy

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Following AHK，Mr.Thomas ( Manpower)
-Briefing
-Check email
-Room inspection checklist （all room type）
-Priority and CIP room
-Manpower team Introduction
-Productivity summary
-Job skill summary
-Cleaning analysis
-eleave system，managing employee reporting structure
-Exported overtime and public holiday input summary advice
-Daily bed sheet under bed inspection
-Daily long term guest
-Fire staircases inspection checklist
-Weekly manpower strength update
-Compilation of eleave，annual leave
-Update daily long term guest

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REST DAY OFF INCLUDING REPLACEMENT LEAVE

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Following AHK, Mr. Jotaro Wong
-Morning briefing
-Check email
-Check revinate (customer's feedback)
-Sterling customer feedbacks, floor restrictions to investigate room condition
-Room inspection, daily checklist
-Update long term guest list
As preventive maintainance is not allowed by WRC (World Reservation Centre) during school holidays, I miss the opportunity to learn R&M (Repair and Maintenance) as job task from Mr. Jotaro Wong. However, he's willing to brief me about his job task section such as preventive maintenance room will be set at 40 amount for every Monday, Tuesday, Wednesday and Thursday with rolling status. During room inspection, he also introduce me the signage, water dispenser, bulb lights and facilities that he will involve in if there is any defect occur.

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Following AHK, Mr. Hanafi (Linen Section)
-Check email
-Differentiate linen
-Ariba system(purchase requisition)
-Master long term guest (previous and current stay)
-Daily long term guest update (inspection, check-out date, sharer)
-Weekly linen report (every Thursday)
-Linen item movement
-Monitor staff differentiate linen
-Moniter linen order from HKS

Taking briefing and attendance among the staff at 11am for today. As there is 8 linenkeeper being MC and absent on first day of Hari Raya, I manage to assist the linenkeeper to differentiate the duvet covers and bedsheets in order to fasten the process sending to laundry department. Fortunately, 10 staff from special project will be assigned to assist linen section on 2pm in order to make sure the rolling process is smooth. After having break around 2pm, I continue to assist them until the backlog situation is acceptable.
Although Mr. Hanafi has no free time to give me guidance due to peak season of Hari Raya，but I had learned his spiritual，helpful and determination in linen operation. He was willing to help anyone including assisting contract workers to differentiate linen even he had high fever which cause him more exhausted. I was impressed by his determination to make sure every linen process is going on as well.

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Following AHK，Mr. Naim (Gym)
-Briefing
-Check email
-Handle guest’s missing item case
-Action needed report
-Room inspection checklist
-Official duty room checking
-Fitness Centre fam trip
-Operation hours (7am-11pm)
-Daily, Weekly, Monthly sales report

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Following AHK，Ms. Voon Kha Kha (Houseman & Guest supplies)
-Briefing
-Check email
-Guest supply，houseman，vending machine
-Monthly guest supplies consumption
-Monthly warehouse stock requisition and replenishment
-PL account summary
-Monthly houseman productivity report
-Vending machine sales report
-Room inspection checklist report
-Update long term guest list
-Vending machine，total item sold，sales，pay out

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Following AHK，Ms. Julia （section E，21-24）Welfare & CRM
-Briefing
-Check email
-Gathering， catering planning
-Tournament bowling
-Chinese new year，Hari Raya，Merry Christmas planning （decoration，assignment，budgeting）
-Employee，guest’s welfare planning
-Employee of the month（2 employees）
-Revinate summary
-Weekly revinate compilation
-Monthly ANR，revinate compilation
-Meal preparation during GGM， Public holiday（Peak season）
-AHK birthday
-Perfect attendance
-Guest’s birthday，wedding anniversary
-CRM
-Viewing room preparation during famtrip
-Room inspection
-Giving guidance to new staff
-Long term guest room lninspection
-Handle guest’s lost item case
-Perform guest's birthday decoration in room

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Unable to follow AHK，Ms. Nabilah due to MC matter
-Manage to assist other AHKs' job function
-Room decoration for guest's birthday celebration
-Room inspection
-Handle guest's lost item case
-Check C-Trip's room condition
-Revert revinate customer's feedback
-Update non-smoking, one way door signage application for purpose of delivering latest information and awareness to guest

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Following AHK, Ms. Risna ( Machinery and pest control)
-Monthly pest control
-Bed bugs inspection logboom
-Steam cleaning, pest control (Allergof,Temprid)
-Bed bug case, NAFS 10 days and pest control
-Pest controk service report (Rentokil)
-ANR related to bed bug as reference
-Check email
-Room treatment procedure (3rd,6th & 7th day rest)
-Yearly bed bug summary
-Yearly bed bug inspection summary
-Bed bug history follow up
-Revert revinate feedback related to bed bug, cockroach and rat

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Following AHK, Miss Junainah （HKA office administration, lost and found management）
-Check email
-Manage HKA Office ( Lost & Found ,Office administration's )
-Room inspection
-Lost and found item discard (after 3 months), differentiate by gender and name
-6 lost and found store
-Loan item deposit
-Revert sterling customer feedback

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Following AHK, Miss Siti Zanirah
-Check email
-Detail cleaning checklist (Thorough cleaning bathroom, height dust cleaning, vacuum under bed, turn mattress)
-Special assignment checklist (beam cleaning, airwell, shampoo carpet, classroom)
-Master project summary record ( thorough cleaning, shampoo bedroom carpet, pest control, major washing, preventive maintenance)
-Weekly building cleaning
-Weekly thorough cleaning report
-Weekly shampoo bedroom carpets, wipe curtain

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Following AHK, Miss Siti Zanirah
-Check email
-Detail cleaning checklist (Thorough cleaning bathroom, height dust cleaning, vacuum under bed, turn mattress)
-Special assignment checklist (beam cleaning, airwell, shampoo carpet, classroom)
-Master project summary record ( thorough cleaning, shampoo bedroom carpet, pest control, major washing, preventive maintenance)
-Weekly building cleaning
-Weekly thorough cleaning report
-Weekly shampoo bedroom carpets, wipe curtain
-Weekly special project report
-Progress of shampooing carpet corridor & window cleaning report for Ex-Employee Gathering Function
-Ctrip, priority, official duty
-Group pick up
-Revert revinate by identify guest's highlighted cleanliness issue, HKA's previous daily maid report
-ISO 9001:2015, RFR (Request for rivision)
-ANR (Action Needed Report), 1 year retention
-ISO 9001:2015: Quality Management Systems Requirements
-Management review meeting (MRM report )
-Hotel statistic monthly summary report ( incident and complain)
-ANR monthly compilation
-Core process, procedure, special arrangement
-Staff scheduling and daily assignment
-Monitoring customer satisfaction

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Following Morning AHK, Siti Zanirah & Risna
-Daily sale and patronage
-Review night manager report
-ANR report daily listing
-Morning meeting (PM, service guest request, daily beg bug inspection)
-Gym revenue (Daily revenue, MTD, YTD)
-Send morning briefing report
-Priority guest listing
-Housekeeping room status statistic report
-FCS e-connect Time Out & VC room
-Prepare supervisor's room floor assignment
-Update room status (VD & VC)
-VC+OC+OR/Available for sale
-Floor inspection, to check whether there is HKA on work station or not
-CW cleaning deployment
-System hacking testing

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Rest day off including replacement leave.

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Following Afternoon AHK，Mr. Thomas & Ms. Voon Kha Kha
-Ctrip arrival
-VOC room feedback
-Corridor inspection checklist
-Morning meeting report
-Update room status
-Update VOC room list to clear up
-Check supervisor room status report
-Check discrepancies room status log book
-Supervisor Productivity
-Expected departures
-DND log book
-Daily bedsheet & underbed inspection report
-Update morning meeting report
-Revise morning briefing report
-Check master key