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https://youtu.be/YKbZzby_IF8

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Subject: Spring Cleaning and Sanitisation
Yesterday the housekeeping and public area cleaned and sanitised the public areas so today they continue with spring cleaning and sanitisation of the hotel rooms. Some of the Front Office staff were called to help the housekeeping team and they do went there too. The priorities upon spring cleaning were vacuuming, dusting, mopping, wiping, sanitising and cleaning the rooms thoroughly. Even though we were tired but we were glad to do it because it ensures our safety and hygiene at the first place.

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Subject: Cleaning and Sanitisation
Due to the Covid-19 issue our hotel had been lockdown. As per instructed by the government we have to make sure that our selves and the surrounding environment is clean. In accordance to it, the housekeeping and public area had started to do cleaning and sanitisation. The area for cleaning and sanitisation included Lobby, front desk, kitchen, Garden Terrace Cafe, back office, lift and out door facilities such as playgrounds and swimming pool. Safety measurements were taken and the cleaning and sanitisation were done thoroughly.

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*OFFDAY*

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Subject: Tour to the facilities.
Today our DM brought us (the trainees) on a small tour around the hotel especially to the facilities. The main facilities in SHRGH are:
i) LG- Squash Court
Games room
Karaoke room
ii) L1- Tennis Court
iii) L5- Children’s playground
Reflexology footpath
Bird Cage garden
Dandelion garden
Hammock swing
Jogging tracks
Outdoor gym
Coffee house
Par course
Hot spa
BBQ pit
Grand Hibiscus Ballroom
iv) L9- Brooks & Bridges Garden
v) L40- Sunken deck
Sky deck
vi) L41- Ceremonial Alcove
Swimming pool
Kids pool
Sauna
Jacuzzi
vii) L42- Gymnasium
Fitness room
Community hall

Since SHRGH is sharing the facilities with residents the hotel guest could access facilities in Wing B & C through a link on level 32 of Wing D.

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Subject: The Hotel and it’s building structure
Since yesterday our government have announced the lockdown due to the covid 19 issue, most of us have to take unpaid or annual leave. I as a trainee was also given opportunity to take leave but I choose to work as I can learn and explore more when the situation is not too busy. I plan to explore around the hotel but my manager said I’m  not allowed to do so because of the lockdown. Instead I took initiative to study the hotel structure and building by studying the prototype.

Swiss Garden Hotel and Residence, Genting Highlands operates under the OSK Group. So, we partially share the property with the residence (Windmills Upon Hills).
SHRGH main hotel rooms are in Wing D where as the residence units are at Wing A, B and C respectively.
The total rooms under SHRGH is 561 rooms and there are mainly 4 room types.
Deluxe King (1 King Bed) - 91 rooms
Deluxe Twin ( 2 Single Bed) - 216 rooms
1 Bedroom Suite ( 1 King Bed with separate living area) - 6 rooms
Premier 2 Bedroom ( 2 rooms; each have 1 King Bed with separate living area and kitchen) - 179 rooms
Executive 2 Bedroom ( 1 room with a King Bed and another room have a Single Bed with separate living area and kitchen) - 69 rooms

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Subject: Lockdown due to Covid 19

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SOP - Reporting on duty/ Grooming & Hygiene
Today the practice and briefing was more to hygiene. The rapid spread of covid 19 had cause a major awareness, especially to among hoteliers. Since hotel staff are directly attending the guest the tendency for them to get infected is high. In order to avoid such thing the hotel had conduct a small training and briefing on personal hygiene, grooming and reporting on duty.

The grooming standards have been explained as per the SOP.

The highlight of this briefing and training was to alert and inform the front desk staff regarding the hygiene and ways to avoid the covid infection. Information regarding corona such as how the infection starts and what are the stages and how do we feel also have been shared for better exposure.

We also had been advised to stay safe, wear mask and use sanitizer frequently.

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Subject: Practice on how to show guest to car park
i) This training was done by Mr Andrew our DM. He brought us to the car parking area and showed us the different levels and types of car parking.
ii) Not all the car parking area designated for the hotel guest. Some of those belongs to the residents as well.
iii) Residents who had brought their own unit or apartment will be allocated with their own parking spot and some of them have bought extra car parking spot.
iv) it is important for us to know, understand and identify the exact parking area for hotel to avoid any issue such as clamping.

Visitor: Yellow
Resident: Green
Hotel guest: Pink

In compliance with the above matter, hotel guest should only parked at the pink indicated parking area to avoid any issue with the residents.

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Subject: How to accept items for storage ( LUGGAGES AND VALUABLE ITEMS)
i) identify luggage for storage
- inquire for valuable or breakable items in the luggage
ii) tag the luggage
-if the article is fragile attach a fragile tag
- record the items in the storeroom record book
iii) store the luggage
-place the luggage neatly and properly in the store room  taking care to put fragile items in a safe place.
- Valuable items should be kept in the safety deposit boxes and to be informed at DM.

Tools used:
* Printed materials
* Storage record book
* Luggage tag
* Safety deposit box
* Photocopy of ID or passport

Relationship between the activities and theories learned:
* Proper handing and storage of guest luggage and valuable items
* Documentation for safety purpose.
* Trustworthy and reliability of guest on the hotel.

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Subject: Check in procedures during holidays or peak days
i) Check arrival list
ii) Assign rooms for FIT and groups
iii) check room status and availability
iv) check for special request
v) Be aware of tourism tax
vi) proceed to check in

Tools used:
*PMS System
* Note pad
* Arrival list

Relationship between the activities and theories learned:
i) identify the needs and wants of guest
ii) proper time allocation for each guest
iii) crowd management during busy
iv) effectiveness and efficiency

Issues and challenges:
* guest are aware of the recent outbreak (Corona)
* keeps on asking about the safety and health measurement taken in hotel
* guest wants for room upgrade or compensation if their request were not met

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Subject: How to accept items for storage (LUGGAGES)
i) identify luggage for storage
ii) tag the luggage
iii) store the luggage

Tools used:
* luggage tag
*Note pad
* Walkie talkie

Relationship between the activities and theories learned:
i) Proper facilities and storing for luggage
ii) good communication and coordination between the front desk and bellman
iii) continues supervision of belongings
iv) credibility and confidentiality

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Subject: Mechanism of validating parking ticket

TAKE  A PARKING TICKET FROM GUEST

PUSH IT IN AND PULL IT OUT AND IF ITS ALREADY VALIDATED ,TWO BEEP SOUND WILL BE HEARD AND GREEN LIGHT APPEARS

STAMP IT ON THE PARKING TICKET

BEFORE HANDING OVER THE VALIDATED PARKING TICKET TO THE GUEST, INFORM THE GUEST THAT THEY HAVE TO GO TO THE AUTOPAY STATION TO UPDATE THEIR TICKET

ASK GUETS THEIR ROOM NUMBER AND UPDATE IN THE CAR PARK TICKET RECORD FORM

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HELPED HOUSEKEEPING DEPARTMENT

My fellow trainee and I helped the housekeeping department to stripped off bedsheets and duvet from hotel rooms.
We were assigned to stripped the linen for almost 500 rooms. It started from level 6 until level 30. We managed to stripped off linens from 50 over rooms. Our task on the morning was briefed by the Assistant Executive Housekeeper Mr Christopher. He briefed us on how to strip the linens and place them properly in the room.
After we had been briefed we started out task by taking a trolley and garbage bags to collect rubbish from the room as well.
First we had to strip the duvet cover followed by the bedsheet and pillow case. Towels will be accumulated in a separate place along side with the other linens. Lastly, we have to collect the rubbish from the rooms and put in the trolley. The task was simple yet we had to do as fast as we could as the housekeeping need to clean the rooms for the arrivals. The day went off good and after we had complete our task we returned the trolley and throw the rubbish at dumping area. We learned that the stripping process is important as it helps the linen keeper to have a proper details about the dirty linens. Any damages to the linens caused by the guest will be charged and be took immediate action. The experience was good and we had learned a lot today.

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Subject: How to answer incoming external calls
i) Calls that come through the switchboard from outside lines
ii) identify yourself
iii) determine the reason/ objective of the call
iv) ask the caller for the full name of the guest he wants to speak to
v) enquiry call

Tools used:
* Cordless phone
* Note pad
* Walkie talkie

Relationship between the activities and theories learned:
i) Soft skills
ii) Professional development and communication
iii) How to handle guest on phone call and try to accomplish any issue or task

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Subject: Paid out to hotel guest
i) to ensure all paid transactions under control and authorised
ii) to ensure the authorised refund of balance of a guest’s deposit upon check out
iii) guest paid out from a credit card is strictly not allowed
iv) refund of deposit balance in Guest Ledger

Tools used:
* Printed materials
* Cashier station
* Cash Float

Relationship between the activities and theories learned:
i) Proper handling of cashier
ii) aware of the departure and paid out bills
iii) solid documentation of paid out information in black and white as well in the system

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Subject: Room rate changes
i) Room rate to be changed properly, documented, approved and signed by the RDM
ii) to avoid unnecessary loss of revenue
SHOULD INDICATE:
a) date
b) room number affected
c) current and new room rate
d) effectively date of change
e) Reasons for the change
iv) rebate voucher should be prepared if required

Tools used:
* PMS System
* Note pad
* Room rate
* Reservation’s printed materials

Relationship between the activities and theories learned:
i) Acknowledgement of room rate for everyday
ii) Proper calculation of forecast and rates
iii) Promotion and marketing as an effective

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Subject: How to check arrival list
i) Get the arrival list and the correspondence file
ii) Print a copy of the arrival list
iii) check important details
iv) rates
v) billing
vi) special request

Tools used:
* PMS System
* Arrival list
* Note pad

Relationship between the activities and theories learned:
i) Proper management and briefing on the arrival list
ii) Identify the major arrivals and prepare the documents
iii) allocate the correct room based on the booking and preferences
iv) Coordinate with the bellman o early arrivals or reserved parking.

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Subject: Handling booking with 3rd party payment method
i) Credit card authorisation form
a) credit card copy
b) passport/ identification copy
ii) bank transfer
a) 7 days prior to arrival
iii) change in the status of in billing notes

Tools used:
* PMS System
* Terminal machine
* payment receipt

Relationship between the activities and theories learned:
i) An important process that enables the FO to receive payment or refer to the finance team regarding the payment
ii) Enables to identify their room rate and sum up in one account
iii) To avoid any extra charging or double charging especially from MICE
iv) Being very careful and attentive regarding payment
v) A proper documentation to identify the category and promotions offers as well

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Subject: Unanswered Wake up call
i) The purpose is to ensure a constant level of service delivery
ii) Wake up call request and deliveries are available 24 hours a day.
iii) VIP and Premier Floor receive personal wake up call.
iv) unanswered call backs must be reported to DM

Tools used:
* PMS System
* Cordless phone
* reception phone
* Wake up call guest list

Relationship between the activities and theories learned:
i) Being attentive and hospitable
ii) Proper message delivering system and set up calls
iii) Time set up and punctuality in accomplishing the task

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Subject:  Updating Guest Folio Details
i) The arrival of guest is identified through the PMS System
ii) The check in process takes place as usual
iii) The process includes registration of ID, vehicle plate number, mobile number and nationality.
iv) The completed registration cards will be updated by FOA assigned during each shift.
v) Check for any special request such as early arrival, baby court, senior citizens or payment instruction as per their booking.
vi) Find for any traces and alerts regarding the guest folio.
vii) When all the details have been updated proceed to check in process by issuing key cards and assist them about the facilities as well with their room directions.
viii) Once the process is done, place the registration card in the cashier docket by room number accordingly.

Tools used:
* PMS System
*Registration card
* IC or passport scanner

Relationship between the activities and theories learned:
i) Understanding and practicing the correct sequence of check in process
ii) being aware and attentive when checking  in the guest.
iii) proper recording and documentation for further references or backup.
iv) being systematic and organised while attending and doing the check in process.

Issues and challenges:
* difficulties in confronting foreigners especially from Arab and China due to language barrier.
* different preferences from the initial booking
* the function of tourism tax for some resident who are residing in Malaysia under working passport

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Subject: How to release items from storage
i) Obtain the claim check ( guest portion of the luggage storage card) from the guest.
ii) Release the luggage ( for departing guest)
iii) Release the luggage ( for checked in guest)

Tools used:
*luggage tag
* Note pad

Relationship between the activities and theories learned:
i) Proper management of guest luggages and items
ii) Excellent coordination and communication between Front desk and Bellman
iii) Ready to be at service and attending the guest professionally upon their arrival until they get to their room.

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Subject: How to check out FIT guest
i) Greet the guest
ii) Determine the reason to come to the cashier counter
iii) Retrieve the guest registration card and all documents
iv) Check for consumption of minibar

Tools used:
* Printed materials
* PMS System
*Departure list

Relationship between the activities and theories learned:
i) Being aware of the guest departure
ii) Assist and be hospitable enough
iii) Double check on any extra charges or consumption
iv) A two way communication to understand their staying experience and receive feedbacks

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Subject: Complimentary Orders
i) Complimentary orders like fruits, flowers and etc must be made through the Complimentary Order Form.
ii) Must be authorise by RDM or DM only.

Procedure:
i) Distribution of from
ii) F & B items
iii) Housekeeping items

Tools used:
* Printed materials
* Checklist and complimentary order form
* Guest list for complimentary order

Relationship between the activities and theories learned:
i) Facilities management as a core knowledge in handling the procedure
ii) Fullfill guest request
iii) Preparation of evening service and special request as well
iv) Complimentary items given are carefully selected to maximise guest satisfaction whilst remaining cost effective as well to provide a proper system of communication and control.

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Subject: How to handle Complaints
i) Greet the guest
ii) Handle the complaints
iii) Apologise
iv) Assure immediate action
v) Inform respective department
vi) Follow up with the department and send feed back to the guest

Tools used:
* Printed materials
* FO Log Book
* Note pad
* Walkie talkie
* Cordless phone

Relationship between the activities and theories learned:
i) Formal soft skill usage upon confronting guest
ii) Presence of mind in solving issue
iii) Problem solving skill
iv) Professionalism and hospitable upon handling the complaints

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Subject:  Hotel Keys
i) Key System:
a) guest rooms ( key card system)
b) Back of the house area and offices ( Mechanical Key)
ii) Keys:
a) Emergency  Grand Master Key
b) Grand Master Key
c) Group Master Key
d) Floor Master Key
e) Individual Room Key

EGMK opens all rooms including double locked
GMK Open all room doors excluding double locked
FGMK open all room doors on particular floor excluding double locked
FMK open door for the particular guest as per assignation of room

Tools used:
* Printed materials
* Duplicate key cards

Relationships between the activities and theories learned:
i) The basic knowledge on types of keys
ii) Authorities and function of each keys
iii) The SOP of handling keys
iv) Related to safety and confidentiality

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Subject: Departure and check in during power interruptions.
i) print arrivals
ii) check room balance or any payments
iii) update the system
iv) notify the guest about the current scenario
v) do manual check in and check out process
vi) inform housekeeping upon departure and check in

Tools used:
* Departure list
*Arrival list
* Room status (VC,VD,OOO)
* Room availability
* Room rates

Relationships between the activities and theories learned:
i) beforehand preparation regarding the issue
ii) facilitates management and usage during the interruptions
iii) back up source for any emergency
iv) clear and accurate information passing to the guest
v) back up plans in case of emergency
v) safety measurements

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Subject: How to check out tour group.
i) greet
ii) determine the reason of their arrival
iii) obtain the rooming list
iv) check group master billing

Tools used:
* Notepad
* Printed materials
* PMS System

Relationship between the activities and theories learned:
i) to identify the importance of tour group arrival and departure
ii) the correct communication and preparation for better facilities of tour pack
iii) to determine the suitable tour package for the respective tour group
iv) to continue with the proper payment method that involves the group master folio and billings.

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Subject: How to follow up post arrivals
i) records of guest must be updated after their check out
ii) what, how, why
iii) retreat or the chances of guest to stay in the hotel again

Tools used:
*Notepad
* Printed materials (notes)
* PMS System

Relationship between the activities and theories learned:
i) to identify repeating guest
ii) to review about the service and quality
iii) in case of any issue regarding payment could contact them immediately.

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Subject: Geographical and Nationality report.
i) to maintain accurate record of guest either from local or foreign
ii) create a valid registration card upon the check in process
iii) to avoid any mistake of identity ( difference between permanent resident and nationality origin)

Tools used:
*Notepad
* Printed materials (notes)
*PMS System

Relationship between the activities and theories learned:
i) to know the guest
ii) to identify the target market
iii) to identify and understand the preferences of guest according to their nationality ( as a way to identify or predict the room preferences of guest based on their nationality and geographical background)

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Subject: Hotel property damaged by guest.
i) Policy statement
ii) purpose
iii) procedures

Tools used:
*Notepad
* Printed materials ( Hotel SOP)

Relationship between activities and theories learned:
i) Facilities management and proper usage procedure
ii) Actions should be taken on the scene and circumstance
iii) Proper communication and compensation of the damage property

Issues and challenges:
i) Example case: son of guest damaged the LED TV. (Previous case)
The FO approached the guest in proper way and confirm with them about the issue.

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Work process: identifying and remembering the rooms and facilities.
ROOM TYPE AND CONFIGURATION.
* Deluxe room king : 91 units
*Deluxe room twin : 216 units
*1 Bedroom suite : 6 units
*Executive 2 Bedroom : Queen & Single ( 69 units)
*Premier 2 Bedroom : Queen (179 units)
Total 4 blocks known as A,B,C & D.

FACILITIES.
*F&B : Garden Terrace
* Outdoor swimming pool
* Children pool
* Jacuzzi pool
* Sauna
* Fitness room & gymnasium
* Ceremonial Alcove
* Parking

Tools used:
* Notepad
*Phone
* Printed materials

Relationship between the activities and theories learned:
i) To understand the function of FO and identify key features of Swiss   Garden Hotel & Residences.
ii) The basic information of the hotel is the first guidance and key for us to understand the function of the hotel.

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KANAGAMBIGAI A/P SUBRAMANIAM
H16A0101
DAY 1 (17/2/2020)
Today was my first day in Swiss Garden Hotel & Residences, Genting Highlands. My shift starts at 9am. I was asked to come to the Human Resource Office to take my uniform. Later, when I changed into the uniform the HR provide me with locker key and I’d verification.
Miss Shobna the HR Assistant showed the hotel and send me to the Front Desk. I was introduced to the staff and important personnel such as GM,OM,DM and others as well. The front desk staff welcomed me happily in their team. I get a chance to meet other intern from other institutions too. In general today, I had a great day and introduction about the hotel and management.