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.        On the first day of my SIEP, I have register myself as an internship student from UMK.  I also have been introduced to all the staff member including the front desk officer and housekeeping staff. The manager told me that I will be training as a front desk officer.

One of the receptionist, Mrs Atiqah then give me a briefing about my duty. My duty is including managing check-in, check out, and booking routine. Other than that, I also have to face and deal with guest complain as I have working in front office department.

Then, Atiqah teach me a basic routine needed which is how to greet customer. She also told me that I have to keep smiling and looked tidy in dressing.

In conclusion, I have meet the staff member and learn about basic routine for my first day by observing what the staff member did and I think I can do it too by practicing them day by day.

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On the second day of my SIEP, I came to work earlier at 2pm while my shift start at 3pm. This is because I want to observe more check in duty. Then I started my shift with Mrs Atiqah. She told me that today she will teach me on how to use the phone.

So first she teach me how to use the phone including how to make a call and how to call room in the hotel.  To make a call, I should press the Line 1 and then dial the number. To answer a call, I just have to pick up the phone and greet the person who calling. To call room, I need to press the room number.

In conclusion, I have learn how to use the telephone and I also have observing check in procedure in this hotel.

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Today I have learn the booking procedure. Booking procedure divided into two part which is by call or by walk-in. Since this is a new opened hotel, they do not provide online booking and they do not have website yet.  So there is only two way to make a booking. Below is the procedure :

By call,

1.      Greet

2.      Ask for name, ic and phone number.

3.      Ask for date, no of pax, room type, smoking or non smoking room.

4.      Confirm  every details been taken.

5.      Make a booking and give the booking number to the guest.

6.      Inform the guest about check in time and check out time.

In conclusion, I have learn how to make a booking by call. Since it was a busy day, I only get to learn one part of booking. I also assisted the receptionist to handle check in procedure

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Today I will be continuing to learn about booking procedure by walk-in.  The procedure is quite the same as by call but this procedure require deposit and invoice for the guest. Below is the procedure:

By walk in,

1.      Greet

2.      Ask for date, no of pax, room type, smoking or non room.

3.      Check for the availability in the system.

4.      Ask for IC and phone number.

5.      Ask for booking deposit.

6.      Make a booking in the system.

7.      Give the guest their booking invoice.

8.      Inform the guest about check in and check out time.

In conclusion, I have learn how to make a booking by walk-in. I felt a bit nervous to make a booking but I think I can do this if I am confident enough.

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On the fifth day, I have assist the receptionist to do check in procedure and check out procedure. My shift start at 11 am to 7 pm. The receptionist told me that she will teach me the check in procedure soon. At first she only want me to help in assisting and she want me to observe how she handle the guest.

Today, one of our guest has request to check in early at 11.30 am but in our procedure the check in time is 2pm. So we have inform them that the earliest check in time is 2pm but the guest insist and force us to let them check in earlier. So the receptionist told them that we cannot let them check in earlier because the room is not available and under cleaning process. The guest finally agree with us.

From today’s experience, I have learn that we need to be ready to face any kind of situation. Critical thinking is important and we need to remain calm.

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On the sixth day of my SIEP, the receptionist, Mrs. Atiqah has told me that she will ask the housekeeping staff to show me all the room type in the hotel. She also has give me permission to take photo for my report.

Below is the type of room;
TWIN SHARING
Two single bed
Normal rate RM 98

STANDARD QUEEN
One queen bed
Normal rate RM 98

STANDARD TRIPLE
Three single bed
Normal rate RM 128

FAMILY ROOM
1 Queen and 2 single bed or 2 queen bed with sofa set
Normal rate RM 158

All room is included with
·         Air conditioning

·         Basic toiletries

·         Hot/cold shower

·         Complimentary mineral      water

·         Flat screen HD TV

·         Clothes rack and hanger

·         Writing tables and chair

·         Free WI-FI

·         Keycard access system

As a conclusion for today, I have observe all the room type in this hotel and I can finally explain to the guest about our room type. Before this, I had a hard time explaining to the guest about what kind of facilities and amenities our room have because I never enter the room myself but now I am confident to explain it.

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On the seventh day of my SIEP, I have been ask to help housekeeping  staff to check all facilities in the room. First of all, I have ask the receptionist what kind of facilities I have to check. The reason why I ask them is because front desk or receptionist is actually in charge to take care of matter for every department in the hotel.

After taking notes from the receptionist, I finally followed the housekeeper, Jess to check the room. We only check the empty room including floor 2 and 3. I found out that some of the shower head in few rooms has cracked up. Besides that, the window for all room has a dust. The other facilities is still in good condition. So I noted down on my notes for every damages and report it to the receptionist.

As a conclusion for today, I have helped the housekeeper to check the room and I learned that a housekeeper’s task is not only to clean room but also to take a good care of every room.

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On the seventh day of my SIEP, I have learned check-in procedure. I have been instruct by Mrs. Atiqah. She told me that check-in procedure is simple and easy  as long as I follow the procedure. She has opened the training system and ask me to practice it. The procedure is divided into two part which is by cash or by card. Below is the procedure for check-in ;

Paying by cash

1.      Ask for identity card or passport.

2.      If the guest is a first timer, then register the guest new account. If not, enter their name in the system.

3.      Key in the amount of deposit.

4.      If the guest has a discount, click the amount of discount.

5.      Key in payment, click pay by cash. Print receipt.

6.      Print invoice and ask guest to sign at “guest signature”. Then save the invoice.

7.      Issue key card.

8.      Ask for transport plate number.

9.      Give the guest their key card and receipt. .

10.  Remind guest check out time is at 12 noon.

Paying by credit card
1.      Ask for identity card or passport.

2.      If the guest is a first timer, then register the guest new account. If not, enter their name in the system.

3.      Verify credit card.

4.      Keep their merchant copy of authorization.

5.      If the guest has a discount, click the amount of discount.toda

6.      Print invoice and stapler customer copy with the invoice.

7.      Issue key card.

8.      Ask for transport plate number.

9.      Give the guest their key card and receipt with customer copy of authorization.

10.  Remind guest check out time is at 12 noon.

For today, I have learn and practice check in procedure. In my opinion, the procedure might seems easy but when I met the real situation, I am trembling and nervous to check in the guest. However, as said by Mrs. Atiqah, this procedure need a lot of practice in order for a receptionist to handle check in procedure in good manner.

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On the ninth day of my SIEP, I have checked the system and found out that we have a group booking for today. The booking is made for Singer (M) Sdn Bhd company. They have a corporate rate with us and their rate is RM 78.40 with the discount of 20%.

Before their arrival, I have prepare their key card with each name from the rooming list. We have expected 21 pax of guest to arrive. At 5 pm, all the guest has arrived and we have check in them smoothly. Then I also have check in 2 walk in guest.

In conclusion for my SIEP today, I have finally facing with group check in guest. In my opinion, as a trainee I still need a senior to assist me. It is quite busy and loud since there is a lot people were there. So, a receptionist should always be ready to face any situation.

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Today, I have start my shift at 8 am  to 4 pm. The receptionist who works for morning shift is Mrs., Emily. She told me that she want to teach me the check out procedure. The procedure divided in two parts which is by cash and by credit card. She also told me that she want me to practice the procedure by using the training system. Below is the procedure for check out ;

Paying by cash
1.      Ask for receipt and key card.

2.      Use walkie taslkie to ask housekeeper to check room condition.

3.      Ask customer to wait while we check the room.

If the housekeeper said the room is okay, then return the receipt and deposit to the customer.

Paying by credit card
1.      Ask for receipt and key card.

2.      Use walkie taslkie to ask housekeeper to check room condition.

3.      Ask for guest’s credit card and make a payment/offline.

If the housekeeper said the room is okay, then return the receipt and deposit to the customer.

In conclusion, today I have learned and assist checking out procedure. In my opinion, the procedure is more easy than check in procedure. It is very important in this hotel to check the room condition before check out the guest. This is to make sure that no damage has been made to the room.

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On the eleventh day of my SIEP, I have work for morning shift. I have handle and assist Mrs. Emily for check out procedure. Besides that, I also has help to clean the front desk area which is sweeping the floor and wiping the desk.

At 11 am, there was a guest who want to check out and I have handle his check out. However, our housekeeper has informed us that the guest has left bloodstain to the bed sheet. I was nervous and I don’t know what to do on that time. Luckily, Mrs. Emily has helped me. She gave the guest penalty of RM 20 for cleaning process of the bed sheet. The guest looked angry but obey to pay the penalty. After settling everything, I have handling two check in start at 2 pm to 4 pm.

As for today experience, I have acknowledge that I need to be calm and have a good critical thinking in order to face critical situation.

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Today I have work in morning shift. Same as yesterday, I have handle and assist Mrs. Emily for check in and check out procedure. Besides that, I also has help to clean the front desk area which is sweeping the floor and wiping the desk.

Besides that, I also has take a booking for three guest by call. First, I have noted down every details been given. Then, after make a booking, I have call them back to confirm the booking. I have been observe by Mrs. Emily. Then, when I am about to finish my shift, I have make a mistake during checking in a guest. I have forgotten to ask for his car plate number. Mrs. Emily then ask me to call the guest room to ask for his car plate number.

In conclusion for today, I have learned that we always need to stay alert during working to avoid making any mistake.

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On the thirteenth day of my SIEP, I have started my shift at 3pm to 11 pm which is an afternoon shift. I will be working with Mrs. Atiqah. She told me that she will take a break at 5 pm to 6 pm because she matter to be settled. So I will be leaving on my own to take care of front desk matter.

I was a bit scare to handle it alone but somehow I manage to do my job properly. Mrs. Atiqah told me that if there is a guest come to check in, I can only check in them if they want to pay by cash. This is because I have never learn on how to use credit cards. During that hour I have check in one guest and everything went well.

In conclusion for today, I have learned that I have to be ready to work on my own and I should not rely to others. I also learn that we should learn rom our mistake. Mistake is a great lesson.

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On the last day of my SIEP, I have started my shift at 3pm to 11 pm with Mrs. Atiqah. Mrs. Atiqah told me that the manager ask if I can extend my internship in few more days but I had to refuse their request because I had to settle few things too.

Mrs. Atiqah also asked me to do my next SIEP in this hotel. She said she will teach me more about front desk job. Today, I have handling 4 check in and 5 booking by call. I also has helped in assisting Mrs. Atiqah to check in several international guest. They came from Singapore, China and Australia.

In conclusion for today, I have finally finish my SIEP and I felt like I really enjoyed ding my SIEP. I have learn some important procedure in front desk line and hope I can learn more after this.