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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) |  TOURING THE WHOLE BERJAYA TIOMAN RESORT

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1) Miss Aesyshah, the human resource manager of Berjaya Tioman Resort, provided us with an introduction briefing today.

2) Brought around the whole resort area because we wanted to learn more about Berjaya Tioman Resort.

3)Miss Aesyhah led us to meet with the head of the department corresponding to the post that had been assigned to us for a brief introduction before we began work the following day. This is the only conclusion I can draw from our first day at Berjaya Tioman Resort.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) |  INTRODUCTION MEETING WITH GENERAL MANAGER, MR LOOVI

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1) Upon the third day of my internship, I was given the opportunity to switch shifts with other coworkers.

2) Answering messages or phone calls, responding to guest emails, and making online reservations when guests want to make the booking through the reservation.

3) Needed to recall the number of outlet facilities available and the resort's schedule of operation.

3) At 2:15 p.m., we trainees were sent to a meeting conducted by the General Manager, Mr Loovi, and Human Resources, Ms Aesyhah, from Berjaya Tioman Resort. In the meeting session, we must introduce ourselves and the department assigned to us since the General Manager, Mr. Loovi, wishes to get to know all of the trainees, and he also explains the whole thing about Berjaya Tioman resort so that we may learn about it in depth.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | LEARNING ON HOW TO MAKE A CREDIT CARD PAPER

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1) Making online booking for the guests using Opera system.

2) Replying text and e-mail from the guests.

3) Learned on how to filling data after print out the guest's confirmation letter.

4) Using Firefox and a snipping tool apps to make the guests' credit card paper for hotel's data information, then print off the credit card guests' details and put it in according to the month they will be arriving.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | INTRODUCTION TO EXPECTATION ARRIVAL (EA)

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1) Create an online booking using the Opera system.

2) The chief of the reservation department has instructed me and other colleagues how to do Expectation Arrival (EA) prior to guest arrival at the hotel.

3) Review half of the online booking documents that have been prepared by month because we do not want to make a mistake while creating booking visitors.

4) Mrs. Juslinda, the head of the reservation department, evaluated me and other coworkers before we left for the day, and we signed the report form.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | FILING DOCUMENT BOOKING AND EXPECTATION ARRIVAL CHECKER (EA)

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1) Arrive to the office at 9, set up the computer, create the online booking and checking all the messages via telephone and emails.

2) Run the Expectation Arrival (EA) checker, then file the document by the day of the month.

3) Learn how to create a forecast history report, reservation cancellation report, also reservation entered on and by report, as well as print out charging guests who have checked out from the head of the reservation department.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE ONLINE BOOKING

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1) Create online booking for the guests.

2) Filing all the booking documents followed by month.

3) Print out the credit card after finished creating all the bookings.

4) Replying to all guests' email and call.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | OFF DAY

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | PAYMENT METHOD FOR RESERVATION

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1) Learn to create a proper proforma invoice using outlook email system. Proforma invoices are used for collecting payment data for the guests before they make a payment.

2) Creating booking online and also learned how to make the group bookings online.

3) Replying to guest email, call and texting.

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NUR ANIS AQILAH BINTI SUHAIMI | LEARN HOW TO USE SITEMINDER FOR BOOKING AND CREDIT CARD

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1) SiteMinder is a platform for channel management that is mainly employed by hotels and motels to manage online bookings from many channels (such as Booking.com and Expedia) in one location.

2) Use SiteMinder with test bookings to learn how reservations flow through the system.

3) Simulate credit card transactions to confirm everything is in order.

4) Ensure you understand the legal and security aspects of handling credit card data.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | LEARNING ABOUT RESERVATION 

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1) Learnt a new skill on how to correctly make reservations online and respond to client emails via the Berjaya Tioman Resort company email.

2) Listened to the appropriate style of speaking and used the correct vocabulary when answering the phone call from the consumer.

3) Required to create a list and memorise all of the rooms and facilities offered at Berjaya Tioman Resort.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | TRAINING  BY LEARNING ABOUT SPA AND GYMNASIUM FACILITIES AVAILABLE IN BERJAYA TIOMAN.

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1) Understanding the operation hours and guidelines that guests must follow when utilising the gym facilities.

2) Learn how to create a reservation for guests if the spa has an empty slot and know the fee based on the time period chosen by the guests.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | JOINING THE GENERAL MANAGER AND THE DIVING EXPERT, WENT SNORKELLING IN THE MARINE PARK AFTER WORK HOURS. 

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1) Receive and complete guest bookings via email and WhatsApp business.

2) Respond to any emails and WhatsApp messages received from guests.

3) The general manager offers trainees the opportunity to experience diving and explore the ocean independently while being supervised by diving specialists.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | OBSERVE THE CURRENT WORKING SCENARIO

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1) Mrs. Salviah is responding to guest and travel agents' emails received by her.

2) Aqilah, a trainee, is filling up guest information in the Opera system while Puan Salviah monitors.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | LEARN TOGETEHR ON HOW TO FILL OUT DETAILS AND BOOKING GUESTS CORRECTLY. 

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1) Printing the booking provided by the travel agent via email.

2) Filling in all the guest information in the Opera system carefully.

3) It is critical to ensure that the price rate is appropriately computed in order to avoid receiving a large rebate.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | OFF DAY 

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | RESERVATION DEPARTMENT MEETING WITH MRS. CECILIA CHAN (DIRECTOR, RESERVATIONS BERJAYA HOTELS & RESORT) 

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1) Learning the way to answer guests' phones with good and great sentences.

2) Understand about the many accommodation types available at Berjaya Tioman Resort, as well as room pricing and packages.

3) Mrs. Cecilia posed several inquiries to the director of the department on the challenges to avoid in the reservation department.

4) Towards the conclude of the meeting, the head of department asked the trainees what they learned from the discussion.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKINGS AND RESPOND TO WHATSAPP GUESTS

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1) Respond to all guests' questions regarding the room price, followed by the package offered.

2) Make guest reservations received via email.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | BRIEFING MEETING WITH MRS CECILIA CHAN (DIRECTOR, RESERVATIONS BERJAYA HOTEL & RESORT)

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1) Learning how to apply the appropriate tone when answering up the guests' phone.

2) Mrs. Cecilia provides the trainees a dialogue script to use.

3) Trainees are trained to know all types of rooms with rates, packages offered, and activities that guests can do at the resort.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | HOW TO RESPOND TO GUESTS' EMAILS

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1) Mrs Salviah explains how to respond to emails with pleasant words.

2) Whenever responding to guests' emails, it is vital to ensure that the language used do not misrepresent the information that will be given to guests.

3) It is vital to guarantee that discussions with guests via email or WhatsApp business are accompanied by accurate information.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKING GUESTS' 

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1) Update guest booking information in the Opera system.

2) Check to ensure no duplicate guest bookings are made.

3) In order to prevent rebates, travel agents must precisely compute the discount rates they offer to guests.

4) Separate booking cancellations from new bookings to avoid misunderstanding when entering booking information into the Opera system.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | ACTIVITIES PACKAGE AT BERJAYA TIOMAN RESORT

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1) Package activities offered to guests have a fixed fee.

2) Before accepting activity bookings from visitors, it is required to first inquire with the leisure staff about the activities available on the customers preferred date.

3) If guests have several inquiries about activities, the reservation staff will forward the call or email to the recreation department to assist them.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | VISIT PASTRY KITCHEN 

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1) Go to the pastry kitchen to check what size cake is available when guests request a day before their arrival.

2) Inquire about the pricing of the cake based on the type of flavour and weight.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | COLLECT ORDERED THINGS IN THE STORE SECTION

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1) Pick up ordered items, such as four cartons of A4 paper and stationery, from the store section.

2) Whenever ordering items, a form must be filled out and signed by the head of the department.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | AIDILFITRI CELEBRATION

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1) Celebrated Aidilfitri with the General Manager and other senior office employees.

2) There are not too many emails and Whatsapp business putting in, and on the day in dispute, the reservation department is not overly busy.

3) We were asked to assist the F&B department for three days in a row because the F&B crew did not have enough workers.

4) In the afternoon, the General Manager invited us trainees to join the Hari Raya celebration at the staff's home.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | F&B SECTION 

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1) The image above is a replica of a village house associated with the Hari Raya Aidilfitri celebrations.

2) We are divided into two work sections on the same day, Reservation and F&B. From morning until evening, we are in Reservation, and from evening to nighttime, we are in F&B.

3) The experience at F&B is pretty tough because of the enormous number of guests and no time to sit, simply stand.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | IT'S NORMAL DAY 

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1) It was a great day since the General Manager bought us lunch from Asean All Day Dining.

2) Doing work operations as usual, that is, creating bookings, responding to emails, and even WhatsApp business.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKING, REPLYING EMAIL AND WHATSAPP BUSINESS

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1) The next image shows a situation in which we pick up the phone from guests and serve them properly by providing the correct information for each question from guests.

2) After servicing guests over the phone, we shall resume our work of responding to all emails received.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKING GUESTS VIA EMAIL AND WHATSAPP BUSINESS

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1) On a daily basis, the travel agent sends confirmation bookings by email, which must be booked after receiving the papers to support the booking confirmation.

2) Create guest bookings received by email.

3) In addition to creating bookings, we also accept guests' booking cancellations, in some cases, we will not charge the fee of one night if the cancellation is not a last-minute cancellation.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKING, CHECK FOR BOOKING ARRIVAL TOMORROW

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1) Every day, it is necessary to check the booking of guests the day before arrival, which has been filed according to the date and month. This is to avoid errors such as guest booking two rooms but key-in in the system is only one room, and it is necessary to check if the guest has requested something or not.

2) As usual, ensure that there are no duplicate bookings, as this will cause difficulty for the reception later.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | ISSUES CONCERNS WITH THE SALE OF ROOMS AT PROMOTIONAL PRICES

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1) The General Manager, Mr. Loovi, was astonished to find that we sell rooms at low rates to guests. We sold at a low rate because we followed the instructions of our previous head of department.

2) The General Manager called the Front Office Manager (FOM), Mr. Saiful, and the Duty Manager (DM), Puan Alia, to fix the situation. They called the HQ to ask for permission to release the discounted price on the website, and the HQ admitted to doing so because the month in which the low rate is set is a school holiday month, and they want to attract people to come and visit the resort.

3) After resolving this issue, we reached an agreement with HQ to continue the campaign as usual because we had received a large number of bookings via email and WhatsApp business.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | LEARNING HOW TO USE CHATGPT TO DELIVER SUPPORTIVE DEFINES WHILE CONNECTING WITH GUESTS VIA EMAIL OR WHATSAPP BUSINESS 

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1) The General Manager, Mr. Loovi, was dissatisfied with the manner the wording and phrases we used in the email were conveyed.

2) We have been requested to attend ChatGpt usage training with the Head of Department IT/Housekeeping, Mr. Melvin, so that we can use it correctly.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | DAILY PICK-UP REPORT

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1) Mr. Saiful, the Front Office Manager (FOM), instructed us how to prepare a daily pick-up report.

2) Initially, it was a bit difficult and there was a lot of confusion because of playing with many numbers, but after doing it many times, I was able to understand well. The daily pick-up report needs to be sent every day to the superiors from various branches of Berjaya Hotel & Resort to see and check the available data.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | HISTORY AND FORECAST REPORT

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1) The image above depicts one of the history and forecast reports that must be looked over and printed every day in order to be included into the daily pick-up report excel.

2) The accessible data is significant since the report includes information on the number of rooms sold each month as well as the total amount of income received by the resort on each day of the month. Also, the report displays the number of rooms booked by guests.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CHECK BOOKING FOR TOMORROW ARRIVAL 

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1) Bookings must be filed in accordance with the date and month.

2) Every day, it is required to check bookings the day before so that no bookings are missed that are not keyed in the Opera system.

3) Check the guest's name on Site Minder according to the date of check-in to see if the booking has not been typed in or if it has been overlooked.

4) Site minder is a full system in which every time a guest makes a booking through a travel agent, the booking is automatically entered into Site minder, and Site minder also has a credit card that the reception staff requires.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | LOCATION AND PRICES 

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1) Need to know the sorts of rooms, their locations, and the price that has been determined.

2) It is important to take into account the price of the room package that includes meals, such as normal (Bed & Breakfast only), half board (Breakfast, Lunch, and Tea time), and full board (Breakfast, Lunch, Tea time, Snack, and Dinner).

3) The promotional pricing has also been determined by the month of the month selected in accordance with the season.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | EARTH DAY 2024 

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1) After working hours, certain workers were chosen by the General Manager, Mr. Loovi, to decorate the candles outside the lobby in honour of Earth Day at 8 p.m.

2) It was difficult to decorate the candles in the proper shape as well as light all of the candles, and we were observed by people who occurred to pass by the area. We sat in a circle of candles to prevent them from going out for an hour. After an hour, we let the guests snap photos in the circle.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | DAILY PICK-UP REPORT 

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1) The above is one of the data points that will be automatically included to the report once all of the information has been entered. This data cannot be modified since doing so will result in an incorrect daily pick-up report.

2) This daily pick-up report shows how many rooms were sold and how much revenue the resort generated in a single day. The following day, the statistics will immediately pick up and rise in comparison to the previous day.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | ROOM AVAILABILITY 

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1) Typically, guests will call to see if the day they have selected still has a room or is fully booked, from there, we will assist by checking room availability in the Opera system.

2) Sometimes there is a situation when the guest wants to come on the selected date but there is no room available; we will propose that they choose another date in the same month and explain it thoroughly to them, however, there is no severe problem encountered with the guest following the description.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKING 

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1) Create booking guest received via email.

2) Ensure that there are no errors in keying in the room type and the discount rate specified by the travel agent.

3) After completing the key-in booking, enter the Site minder system to print a credit card that the receptionist will refer to later.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | DISCUSS THE SCHEDULE OF WORKING HOURS BASED ON THE ALLOCATED SHIFT

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1) Puan Salviah described the work plan based on shifts and several paid event holidays to us.

2) We divided up based on the shift that will begin next month, and the work tasks were also separated.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | UNDERSTAND HOW TO RESPOND TO GUESTS AND TRAVEL AGENTS VIA EMAILS

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1) Aqilah has been tasked to respond to all emails from guests and travel agents. Aqilah will refer all information received to our superior, Mrs. Salviah, or Mr. Saiful, the Front Office Manager (FOM).

2) Aqilah showed me how to write well-organized responses to emails. Aqilah utilises ChatGpt to find encouraging sentences.

3) I've also observed how guests request services and respond to messages we send them.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | WORKING SITUATION

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1) This is the situation in which we work on responsibilities that we have shared collectively, with Aqilah assigned to respond to emails, Aina assigned to answer phone calls from guests, and I assigned to create booking guests.

2) If we have difficulties interacting with guests, we will assist one another by offering additional information provided by our superior, Mrs. Salviah.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | WORKING ENVIRONMENT 

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1) This is the office atmosphere, with the Reservation department facing the Purchasing, F&B, Kitchen, Recreation, and IT departments.

2) Not just is the office climate peaceful, but the personnel have an excellent rapport with us and constantly offer advice when we ask them questions.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | OFF DAY

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKING, REPLYING EMAIL AND WHATSAPP BUSINESS

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1) Create booking guest received via email.

2) Responding to business emails and WhatsApp messages from guests.

2) Whenever a guest makes a booking through WhatsApp Business, we will send them a proforma invoice to support their booking. We will proceed with the guest's booking if they have already paid half as a deposit, as this confirms that the guest has secured the booking.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CLEAR LEAVE 

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | OFF DAY

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKING

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1) Create booking guests received via email.

2) Answering phone call from guests.

3) Assisting the reception section in printing guest booking correspondence.

4) There have been concerns with correspondence not being accepted by the reception staff. If the reservation department overlooks the guest's booking, there have one possibilities which is the reservation department did not get any emails with the guest's name, usually we just print it out and key-in manually like usual in Opera system.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | BRIEFING WITH FRONT OFFICE MANAGER (FOM), MR. SAIFUL

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1) Mr. Saiful, Front Office Manager (FOM), held a brief briefing for the Reservation, Front Office, and Guest Service departments to inform them of the audit's presence at the resort to investigate and monitor the work of all departments.

2) Mr. Saiful also described how guests might cancel bookings at the last minute or a few days before their arrival. Berjaya Hotel & Resort has a cancellation policy that requires guests to cancel without being charged three days before the booking date, however, if a guest cancels at the last minute, we must charge the price of one night and provide evidence of the cancellation policy to guests in order to avoid confusion.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKING, REPLYING EMAIL AND ANSWERING PHONE CALL FROM GUESTS

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1) The image above depicts the situation in which I am answering the phone from a guest.

2) Right front of me is also a booking paper, which I need to type into the Opera system.

3) Upon finishing the booking and answering the guest's phone, I'm going to support my colleagues in responding to certain emails that need to be addressed.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKING

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1) Complete all guest bookings that have not yet been made and entered into the Opera system.

2) After finishing the key-in booking, I will continue filing all correspondence based on the date and month.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | EXAMPLE EMAIL REPLY TO THE GUEST

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1) Here is an example of an email response, where my colleague written a wonderfully organised statement before responding to the guest.

2) It is critical to provide a comprehensive explanation so that guests can grasp all of the information they require before making a request or booking a room.

3) Whenever there is an issue with the email that prevents my colleague from responding, she will direct it to our superior, who will take over the response.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKING AND CHECK BOOKING FOR ESTIMATE TOMORROW ARRIVAL

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1) Create booking guest received via email and WhatsApp business.

2) The image depicts an example of a booking form in which the reservation will be filed alphabetically after it has been checked and then handed over to reception so that they can prepare in advance for the guests' arrival the following day.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | MANAGER ON DUTY (MOD)

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1) Prepare a pick-up report and send it to the email team of Berjaya Hotel & Resort in Kuala Lumpur.

2) Making reservations for guests who have booked through a travel agent and sent their confirmation to the Berjaya Tioman resort's email address.

3) Monitoring with Mr. Rajib as a responsible employee who is required to perform Manager on Duty (MOD) across the entire resort area and inspect the room for damage that should be reported to the authorised party.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | OFF DAY 

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKING, RECHECKING BOOKING FOR ESTIMATE TOMORROW ARRIVAL, BRIEFING AND FILING DOCUMENT

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1) Create bookings for guests who have booked through a travel agent.

2) Rechecking guest reservations that will arrive at the resort tomorrow.

3) Mr. Saiful, Front Office Manager (FOM), held a meeting to tackle the issues that arise with guests.

4) File a reservation cancellation document for a particular day and submit it to the head of department for signature.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKING AND MADE CANCELLATION BOOKING

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1) Create bookings for guests who book through travel agents and send confirmation booking to the Berjaya Tioman resort's email address.

2) Cancelled guest reservations sent via email and then cancelled in the Opera system.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | BRIEFING AND TRAINING

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1) Making guest bookings via email and entering all relevant information into the Opera system.

2) Make a recheck for the arrival booking one day in advance.

3) Prepare a last-minute proforma invoice for guests who wish to extend their stay at the resort.

4) Mr. Saiful convened a meeting with the Front Office, Reservations, and Guest Service official at 3 p.m. for discussion of the issues that had arisen.

5) Conducted short training with the Reservation Head of Department, Mr. Keshav.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKING & CONTRACT RATE

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1) Started a new shift at 12 noon and work until 8 p.m.

2) Complete the filing for the travel agency contract rate, which will be used as a reference in the future.

3) Make a guest reservation by email and then enter the information into the Opera system.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | SITE MINDER SYSTEM TRAINING

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1) Answering phone calls from guests seeking information about the resort.

2) Checking the bookings of guests who would arrive the following day to guarantee that there will be no complications upon their arrival at the resort.

3) Making a guest reservation through a travel agent and sending it via email to the Berjaya Tioman resort, then entering it into the Opera system.

4) Mr. Saiful, the Front Office Manager (FOM), was given a brief instruction on how to manage the quantity of rooms booked through travel agent websites using the Site minder system.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKING, CANCELLATION BOOKING & PROFORMA INVOICE

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1) Updating guest bookings obtained via email to the Opera system.

2) Making a cancellation booking for a guest who chooses to cancel the booking.

3) Checking unanswered business emails and WhatsApp messages.

4) Assisting the front office staff who are on duty in the evening by updating the guest invoice proforma that will arrive the following day.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | OFF DAY 

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | RESERVATION FOLLOW UP 

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1) Assisting colleagues in responding to emails from guests.

2) Making reservations for guests who have booked through a travel agent and uploaded their information into the Opera system.

3) At 4:02 pm, the Front Office Manager (FOM), Mr. Saiful had a meeting to discuss the grouping that will come in at the end of May.

4) Solving pending guest bookings and overlooked WhatsApp messages.

5) Before the end of the night shift, I will go through the cancellation report, History & Forecast, and Reservation Entered On reports.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | RECEPTION DEPARTMENT

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1) Work begins at 12 noon and ends at 8 p.m.

2) Guest bookings are received via email and entered into the Opera system.

3) Assisting the reception team members in controlling guests arriving at the resort by lifting luggage and placing it in the baggy (vehicle used to transport people into the resort area).

4) Send the Cancellation, History & Forecast, and Reservation Entered On reports by month to Mr. Keshav, the Reservation Head of Department, before the end of the night shift.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | BRIEFING & RECEPTION DEPARTMENT

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1) Prepare a daily pickup report and send email to the Berjaya Hotel & Resort headquarters in Kuala Lumpur.

2) Guest bookings made through travel agents are entered into the Opera system.

3) Answering the phone and assisting guests with accommodation reservations.

4) Mr. Saiful, Front Office Manager (FOM), had a meeting with the Reservation and Reception teams to review current difficulties.

5) Assisting the Reception department with guests wanting to check out.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | DAILY PICK-UP REPORT, CREATE BOOKING & REPLYING EMAIL AND WHATSAPP BUSINESS

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1) Prepare a daily pick-up report and send it to Berjaya Hotel & Resort HQ via email.

2) Creating guest bookings through travel agents and then entering those into the Opera system.

3) Responding to messages from guests and travel agents via email and WhatsApp business.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | DAILY PICK-UP REPORT, ANSWERING CALL, & CREDIT CARD

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1) The picture above is an example of a credit card that the reception department will use during guest check-in and check-out.

2) Prepare a daily pick-up report to be emailed to the Berjaya Hotel & Resort team members.

3) Answering phone calls and assisting guests with accommodation reservations.

4) Complete pending guest payments via email to them and their travel agent, then send the credit card to the reception department.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | MANAGE REQUESTS FROM GUEST

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1) The image above depicts a WhatsApp communication between the reservation team and the guests about the wedding celebration that will take place at the resort.

2) We will present the guest with menu options to choose from before proceeding with the booking request. We will also ensure that guests are delighted with the services we provide by giving attractive décor as well as a free cake.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKING

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1) Create booking received via email and WhatsApp business.

2) Separate cancelled bookings from confirmed bookings to avoid confusion while filing.

3) Replying to email and WhatsApp business from the guests.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | A SIMPLE DECORATION 

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1) The following photos were handmade by housekeeping as requested by the guests.

2) If a guest makes a last-minute request for modest décor, Ms. Nana, the Guest Service Officer, will give it to them for free.

3) The reservation team will receive the guest's request first, and then our team will ask the housekeeping and guest service officers whether they can proceed in order to determine which decoration the guest has requested, as well as whether the room booked matches the size of the room in question.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | INTERN TRAINING EXAMINATION 

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1) Ms. Nana chose me to participate in a training assessment, which evaluates the trainees' grasp of each subject delivered.

2) Ms. Nana and the instructor provided excellent assistance on the examination trip, thus there was no excessive pressure. Everything went smoothly.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | NO SHOW BOOKING

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1) When a guest fails to arrive at the resort on the scheduled check-in date, the reception staff will convert the reservation to a no-show booking, and the reservation department will handle the situation.

2) The reservation follows up on this type of problem by calling or emailing the guest to confirm whether or not they will come to the resort, for example, if they do not show up, the reservation will be charged for one night because that is Berjaya Hotel & Resorts' policy.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | PAYMENT ISSUES

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1) The finance team has questioned the payment that went into Berjaya Tioman's bank account because there has been no progress update from the reservation team, as a result, the finance team requests evidence of payment given by the guest via email.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | LAUNDRY FORM

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1) This is a form that must be filled out if guests wants to do laundry.

2) The receptionist will hand over the form to the guest, who will subsequently hand it to housekeeping.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | OFF DAY

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | DAILY PICK-UP REPORT 

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1) Teaching Guest Service Reservations, Ms. Lysa, to complete the proper daily pick-up report.

2) Create booking received via email and WhatsApp business.

3) Reply to email and answering call from guests.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | FERRY TICKET 

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1) This is a website for purchasing ferry tickets, guests can choose between two websites: Bluewater or Cataferry. The price difference between the two websites is that Bluewater offers a decent price, and Cataferry offers a somewhat higher price.

2) The reservation staff can only purchase ferry tickets for visitors who select a certain package, such as a 3D2N, 4D3N, Family Fun Getaway, or Romance of the Sea package, if the guest does not select a package, we will ask them to purchase the ferry ticket themselves.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | WASHDOWN

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1) Washdown is the process of checking bookings that have been confirmed and there are no cancellations, thus, any booking made on the Berjaya Hotel & Resort website must require the guest to pay a deposit to guarantee the booking.

2) To determine if the booking has been cancelled or not, the reservation team will check the email, as the travel agent will normally offer supporting proof indicating that the booking has been cancelled.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | ROOM DECORATION

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1) A representation of the special decoration requested by the guest.

2) Room decoration will be done by housekeeping.

3) The habit of decorating the room merely without involving the cake or the selection of the food menu will be charged at an inexpensive price to the guest.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | EXAMPLE OF CANCELLATION BOOKING

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1) This is an example of a cancelled booking sent by the guest via email.

2) Whenever the guest booked through a travel agent, we will instruct them to cancel their confirmation with the travel agent first, and then the reservation team will cancel the reservation in the Opera system.

3) However, if a guest makes a direct booking with a team reservation, we will cancel it directly, with the a condition that the cancellation be made three days before the check-in date and that supporting documentation be provided if cancelling by phone or email.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | ACTIVITIES RECREATION ISSUES

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1) There was a miscommunication between the resort and the Sales Team Director, Ms. Jean, who sold the open water course to the agent without first checking with the recreation department to see if they were available on the date in issue.

2) The reservation team sent Ms. Jean an email including proof of the WhatsApp chat between the reservation staff and the recreation staff, as well as a detailed explanation of the problems that transpired.

3) At the end, Ms. Jean settled the matter by discussing the open water course with the agent again and asking the agency to reschedule the date or do something other than the open water course because there were no specialists available at the time.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | PACKAGE PRICE 

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1) The pricing given in the diagram above is for the package that is not included with the ferry ticket, it is significantly different from the package that is included with the ferry ticket, and most guests will choose this package.

2) If the guest wishes to add one night, the reservation team will increase the price according to the room type, as well as the price for the third person (including children), and if the guest requests an extra bed, the price will also increase, however, the reservation team will not provide a discount price to the guest because this is a fixed price.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | REPORTS

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1) Whenever sending an email to the Berjaya Hotel & Resort team, include all of the reports as attachments along with the daily pick-up report.

2) All of the data in the report is extremely important since it shows the total number of rooms sold as well as the income earned by Berjaya Tioman Resort in a day, month, and year.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | MEETING WITH MRS CECILIA (DIRECTOR RESERVATION BERJAYA HOTEL & RESORT)

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1) Mrs. Cecilia has held a monthly meeting to address and identify concerns that arise in the reservation department.

2) Mrs. Cecilia will focus on how the reservation and receptionists speak when answering the phone from customers, as a pleasant and soft intonation will offer guests a positive impression.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | OFF DAY

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | PRINT OUT BOOKING 

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1) As an office, we share a printer and will take turns printing all of our paperwork. We also share A4 paper, and if it runs out, anyone can add more to the printer. That's how our teamwork.

2) We are also forbidden to keep printing paper in the printer for an extended period of time because it will interfere with other people's ability to use the printer.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | OPERA SYSTEM

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1) This is a representation of how to enter information and make guest reservations in the Opera system.

2) The reservation staff must guarantee that all information entered into the Opera system is accurate and proper.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKING & RECHECKING BOOKING ESTIMATE TOMORROW ARRIVAL

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1) Create booking received via email and WhatsApp business.

2) Checking the booking for tomorrow's arrival to ensure there are no issues.

3) Reply email and answering phone call from guests.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | ANSWERING PHONE CALL 

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1) Answering guests' phones and assisting them in giving resort-related information as requested.

2) When customers contact our reservation staff to make a room reservation, we will give excellent service to ensure their satisfaction.

3) If we as trainees are unable to answer inquiries from guests we will first consult with our superior before transferring the call to him. This is because some information is still being learned and understood.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | DAILY PICK-UP REPORT

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1) This is the formal format for the daily pick-up report, which must be provided via email to the Berjaya Hotel & Resort team. The reservation staff must adhere to the format before sending an email.

2) It must also be assured that there are no inaccuracies in the daily pick-up report because they will interfere with all of the data that has been manually entered in, and if there is an issue, the reservation team must manually fix all of the data.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | SNORKELING TRIP

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1) These represents one of the islands that we will offer to guests who want to snorkel while staying at the resort. This island offers varied pricing for adults and children, and we enable children over the age of three to snorkel.

2) Typically, guests prefer to snorkel; we will ensure that swimming specialists are accessible on the date of their choice, however, most guests can snorkel successfully, with the exception of inclement weather, when we do not allow guests to swim.

3) When guests have specific questions about snorkelling or diving and would like a more detailed explanation, we will direct them to the recreation department because they are more knowledgeable in this area. The majority of guests prefer to contact the recreation department if they have questions about the activities they wish to participate in while at the resort.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | SEMINAR INTEGRATED MARKETING COMMUNICATIONS BY UNIVERSITY PUTRA MALAYSIA (UPM) 

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1) We learned how to be strategic while promoting products, services, or abilities in today's competitive market.

2) The presenters also provided their insights for establishing a successful, balanced, and consistent business.

3) We were also given a presentation assignment that asked us to separate into four huge groups and demonstrate our own product marketing and how we intend to connect communication in product marketing.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKING, RECHECKING BOOKING FOR ESTIMATE TOMORROW ARRIVAL

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1) Create booking received via email and WhatsApp business.

2) Checking reservations for the following day to avoid mistakes when guests arrive at the resort.

3) Make sure there are no errors in the discount rate key-in for each booking, because if the discount rate is misplaced, the reservation and reception team will have to issue the refund (rebate).

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | MANIFEST RECEPTION

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1) As you can see in the image, the trainee is multitasking by answering the phone and creating a manifest (report).

2) Watched a receptionist trainee, Seri, working on a manifest, which is a report they need to create about guest arrival times at the resort (check in and check out).

3) It's extremely difficult and complicated for beginners to understand how to manually construct a manifest (report) because it must be segmented according to guest check-in and check-out periods. This is also attributed to the Berjaya Tioman resort hosting 30 or more guests in one day.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | OFF DAY

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | BLOCKING GROUPING

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1) Mr.Saiful, the Front Office Manager (FOM), has shown us how to block for the group that would visit the resort on the specified day.

2) It is difficult because one grouping is estimated to have 20-30 persons, and often two or three groups visit the resort in the same month. Mr. Saiful advised us not to make mistakes when booking for grouping since they would have an adverse impact on the resort’s revenues.

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NUR ANIS AQILAH BNTI SUHAIMI (H20B1465) | GUEST CHECK-IN ENVIRONMENT 

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1) The environment in the lobby when guests first arrive at the resort and check in.

2) The reception team will provide a form for guests to fill out, requesting the date and time of their check-out. This information is necessary as the team arranges transportation to the jetty through a porter (baggage handler), a complimentary service offered to all guests for both check-in and check-out.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | CREATE BOOKING 

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1) Create booking received via email and WhatsApp business.

2) Reply email and answering phone call from guests.

3) Whenever dealing with guest bookings that are not accepted by us via email, we will ask guests to contact the travel agent again and ask them to resend the email to the reservation team because the reservation team will not make guest bookings made through the travel agent if there is no supporting booking material indicating that the guest bookings have been confirmed.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | MEETING WITH MRS.CECILIA (DIRECTOR RESERVATION BERJAYA HOTEL & RESORT)

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1) Mrs. Cecilia has held a monthly meeting to address and identify concerns that arise in the reservation department.

2) Learning the way to answer guests' phones with good and great sentences.

3) Mrs. Cecilia wanted to focus on how the reservation and receptionists speak when answering the phone from customers, as a pleasant and soft intonation will offer guests a positive impression.

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NUR ANIS AQILAH BINTI SUHAIMI (H20B1465) | DAILY PICK-UP REPORT

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1) Teaching Mrs. Salviah how to create a daily pick-up report, which must be completed every morning when all of us get at work.

2) All of the data that must be entered into the daily pick-up report is dependent on the data in the History & Forecast report, therefore before creating the daily pick-up report, print out the History & Forecast report to serve as reference.