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After a week of orientation in the front office, the training commenced. I was summoned to the back office to embark on the initial training session.

This training session was conducted by the esteemed Guest Service Duty Manager, Mrs. Surharni. I acquired knowledge on Step 12 MESRA, which encompasses the art of greeting guests, maintaining composure, introducing oneself, extending assistance, and accompanying guests, among other essential skills. This constitutes a novel learning experience for me within the industry.

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On the first day of our industrial training at Berjaya Hill Bukit Tinggi, all trainees were instructed to assemble at Colmar Tropical by Mr. Asikin Majid, the Human Resources representative overseeing our internship. We collectively traveled to Colmar Tropical via shuttle service.

Upon arrival at Colmar Tropical, we were provided with agreement forms to complete while our names were called for mandatory medical checkups. Additionally, we received exclusive-looking name tags on that initial day.

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On the second day, all the trainees got work attendance cards according to their respective resorts. I have received a work attendance card for The Chateau Spa & Wellness Resort.

On 18 March 2024, we only write the punch in time manually because we are still not good at using the machine. However, the next day we were taught how to use the punch card machine.

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Our organization has implemented a shuttle service to facilitate staff transportation to work. It is crucial that we familiarize ourselves with the shuttle schedule to ensure punctuality. The shuttle will operate every hour from the staff quarters to The Chateau and Colmar Tropicale, as per the attached schedule.

Furthermore, this shuttle service is complimentary for tourists visiting the Japanese Tea House and Rabbit Park. Tourists are encouraged to utilize this free shuttle service rather than driving their own vehicles.

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Today marks the commencement of my internship at The Chateau Spa & Wellness Resort, accompanied by my colleague, Farah. As we have yet to receive our official uniforms, we adhered to the interim dress code, which entailed donning white hijabs and shirts paired with black slacks.

During this introductory phase, we had the opportunity to formally introduce ourselves to our respective staff members and our esteemed manager, Mr. Khairulnizam Kassim.

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On the subsequent day, we received instructions to collect our uniforms from the designated clothing store. The uniform consisted of a pair of blazers and pants, which closely resembled the image provided to us during our orientation as guest service representatives at the front office. This uniform exudes a sense of professionalism and is ideally suited for the responsibilities associated with our role.

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On 23 March 2024, we commemorated the 60th Earth Hour initiative. In collaboration with the Housekeeping Manager, Mr. Alex Pui, we observed this symbolic event by lighting a candle. Earth Hour is a global movement that encourages individuals and organizations to turn off non-essential lights for one hour, from 8:30 PM to 9:30 PM, as a gesture of support for environmental conservation.

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Today I have explored several areas inside The Chateau Spa & Wellness Resort. Among the places I went to were Le Rouge which is a bar inside the resort and the VIP Lounge which is a place for guests to relax while reading a book or for small quantity of meetings.

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During a recent training session led by Mrs. Suharni, the Duty Manager of Guest Service, my colleague Luthfi and I gained valuable insights into the product knowledge related to the activities offered at Berjaya Hill.

This training has significantly enhanced our understanding of the diverse range of activities available on the hill, contributing to our expertise in providing exceptional customer service.

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As a guest service, I should focus more on product knowledge so that it is easy to respond to guests if someone asks. Therefore, I learned more about product knowledge.

Among the privileges found at The Chateau Resort are spa treatments and also Hi Tea or called Afternoon Tea.

There are also various activities that can be done including horse riding at the Horse Trail and various interesting activities at the Adventure Park. All these activities are paid according to the set price.

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I have learned how to prepare a welcome drink for guests through Mrs Suharni. Welcome Drink is a refreshing water combination of Honey, Lemon and Mint that is served to guests during check-in. It has its own measure of water and ice so that it feels balanced. With this, I can help the front office staff to serve drinks to guests.

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Mrs Suharni taught me how to use the photostep machine because during check-in we need to collect passports or guest identification cards (ID) to be photocopied. This is the procedure during guest check-in and it can make it easier for me to help the staff to make a photocopy if needed.

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At the end of this month, I tried to prepare a welcome drink myself as taught by Mrs Suharni without the help of the staff. The drinks provided have been according to the measurements taught. I also learned to bring and serve the drinks to guests who want to check-in.

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In the new month, I have learned new things. I was taught how to check the room before the guests arrive. All areas of the room need to be checked before guests enter including the living room area, bedroom, sliding door/windows and bathroom area.

As a guest service, the room needs to be checked again after being prepared by housekeeping to ensure that the room is perfect and gives satisfaction to the guests.

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I visited La Bio which is a souvenir shop at The Chateau Resort with the Supervisor Guest Service which is Miss Normiza. La Bio sells several products such as plaques and sachet drinks.

La Bio is also under the care of guest service. Therefore, guest service is assigned to handle it if there are guests who want to buy the item. Supervisor Guest Service, Miss Normiza has taught how to sell plaques and items found in La Bio.

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I have a training session with Mrs. Suharni on how to answer phone calls professionally. The script for answering the phone is available at the desk, but there are slight variations for handling external and internal calls.

I will be incorporating some French phrases into my greetings, such as "Bonjour" for good morning and "Bonsoir" for good evening. These greetings reflect the resort's association with the French region.

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I learned about tourism tax and sustainability tax fee. Both of these fees must be collected with guest during check-in. For domestic guests, they only need to pay RM3/per room for one night.

But for foreign guests, they have to pay RM3/per room for one night and RM10/per room also for one night. So there is a little extra charge for foreign guests because they have to pay the tourism tax.

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Considering today's low occupancy, there are only two rooms for arrival only and the occupancy percentage is only 2.33%. The guest service was instructed to decorate an area to celebrate Hari Raya. After completing all the tasks in the front office, we together decorated the area to celebrate Hari Raya.

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Due to weekdays, the occupancy for The Chateau Resort today is still low which is only 3.5% with the number of arrivals being only 4 rooms. To fill the free time while waiting for the arrival of guests, I learned to weave Ketupat to decorate the reception room in conjunction with Hari Raya. With this, I can help the front office staff to decorate the reception during Hari Raya.

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Today is Hari Raya Aidilfitri but I am assigned to work as usual because the occupancy on this day is quite high. Since today I work the morning shift, so I have to check the room as usual.

At afternoon, the front office team did a small Hari Raya celebration while waiting for guests to come to check-in. Some of us brought food such as ketupat, rendang and so on. Although we didn't have a chance to go back to the village during the holiday, we were able to celebrate together with the team members.

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Today I got a call from a guest and he wanted to borrow a socket plug from the front office. As a guest service, we should be able to meet all guest requests so that they are satisfied with the service available.

Therefore, I sent the socket plug to the guest room and took a picture to give information to the group to ensure that the socket plug was collected by guest service during check-out.

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Today I work the morning shift with my supervisor Miss Nurmiza. I was instructed and taught to open the Inter Kitchen Transfer (IKT) form for the complimentary birthday cake.

After opening the Inter Kitchen Transfer (IKT), I need to inform the group so that the Food and Beverage (F&B) department is aware of it. This is a new lesson I have learned.

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Training with Mrs Suharni related to how to greet and assist guests if they ask about something, for example the restaurant.

As a guest service, we must be the inquiry counter for guests. Therefore, this kind of training is important to give an application in ourselves to treat guests well.

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During my training session with my supervisor, Miss Nurmiza, I acquired the knowledge and skills necessary to update guest profiles after the check-in process. Miss Nurmiza provided me with detailed instructions and a reference document to ensure that I have a thorough understanding of the profile update procedure.

It is crucial to update the profiles of all checked-in guests in the Opera system. This serves as a valuable reference for staff members, enabling them to efficiently access guest information in case of any issues or concerns that may arise.

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Today I learned how to make room keys for arriving guests. The key must be entered in advance by entering the check-out date and room number to facilitate guests to access their room.

Each guest will receive two keys for a room and must be returned during check-out. If the key is lost, the guest will be charged RM30 for each key.

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Although I work at The Chateau but I also need to know about Colmar Tropical related product knowledge. This is because, most guests often ask about Colmar Tropicale because there are more restaurants and shops open there.

Among them La Flamme which sells Italian food, La Poulet Roti which sells local food, La Boulangerie which is a bakery and La Blason which is a breakfast place. There is also a 7 Eleven grocery store and a souvenir shop. With this product knowledge, I am more confident in explaining Colmar Tropicale to guests.

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Occupancy on this day is quite high because there is a wedding ceremony held in the glass hall of The Chateau. The occupancy rate is 17.4% with a total of 35 arrival rooms.

I was assigned to be the room checker on that day to check all the arrival rooms including the bridal room. The bridal room is definitely more special than a normal room because there is a swan towel on the bed with a welcome card. In addition, there is also a special fruit platter with chocolate and drinks.

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The next day, I followed Mrs Suharni to learn how to take guests on a short tour. At The Chateau, after the check-in process, each staff needs to take the guest for a short tour by showing the restaurant, spa, swimming pool and facilities available at the resort.

In addition to showing the hotel's facilities, this also makes us friendlier with guests. With this, I was able to learn how to communicate with guests well.

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I learned how to put an alert in the system to make it easier for the staff during the check-out process. During the check-in process, the room deposit needs to be collected from the guest. The total room deposit that needs to be collected is RM200/per room for one night.

If the guest pays by cash, I need to open the Official Receipt (OR) and create an alert related to the room deposit in the system so that the guest's room deposit is returned during check-out. So, the staff who check-out the guest will check first and return the cash deposit to the guest before checking-out the guest from the system.

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Today I learned to see the room rate and comments in the system if there is a special request before making the guest check-in process. If the guest has not paid for the room, I need to collect the payment from the guest. But if the guest makes a booking through a travel agent, the payment has been made and I do not need to collect the room payment from the guest.

This matter should be checked first before the check-in process so that there is no confusion between guests and staff regarding room payment.

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Today I learned how to set a fixed charge against a guest room through Mr Shahrin. Fixed charges are fixed fees that customers have to pay regardless of their actual usage.

Among the fixed charges that are always used at The Chateau are the sustainability and tourism tax fee, extrabed charge and many more. The fixed charge is an auto charge that must be paid by the guest according to each night's stay. For example, the sustainability tax is a fixed charge that must be paid by guests for every one night for one room.

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I learned how to post payment in cash through a senior staff member, Miss Huda. Each postage has its own code and at first I was only taught to post in cash only because it was easier to understand.

Post payment can occur if the guest pays the room price or pays the sustainability and tourism tax. With this learning, it helps me to understand the use of the system if the guest wants to make a payment in cash.

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I got information from the guest that he had a cake but wanted to keep it in the freezer and wanted to take it back at night during dinner. Therefore, for the storage of food in the kitchen, the guest service needs to send the Food & Beverage Form together with the items to be stored in the kitchen.

This is a new thing I learned. So after this, if guests want to keep their stuff in the freezer, I know how to handle it and try to do it myself.

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I learned something new today which is how to prepare files for tomorrow's arrival. Since the reservation closes at 6.00pm, so I need to print the arrival details after 6.00pm.

Among the things that need to be in the file are the registration form, correspondence, room key and departure survey. Since it is a new lesson, I still need encouragement from the seniors and help from the senior staff, Miss Ain Fatirah.

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Today is the first day I was given the task to check the arrival of the room without being guided by the staff. I brought the arrival list to make it easier for me to make notes for rooms that have been checked or rooms that have defects. Every areas of the room needs to be checked in detail so that guest satisfaction is maintained.

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Today I work on the morning shift. I was told by the manager that there is an inspection room from the guests for their upcoming wedding. Because of this, I was instructed to check the room in advance before the guests arrived.

There are 5 types of room categories involved, namely Spa Suite Jacuzzi (SPJ), Deluxe King (DEK), 1 Bedroom Suite (1BS), 2 Bedroom Suite (2BS) and 3 Bedroom Suite (3BS). I have to make sure that all the room equipment is enough so that the guests are interested in the room offered.

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Today is a weekday so the occupancy at The Chateau is quite low and the percentage of occupancy on this day is only 3.5%. The total number of rooms sold today is only 6 rooms.

Since the guests haven't arrived yet, I collect all the power cards to give to the housekeeping team. This is because most guests take the power card from the power socket. Therefore, it needs to be returned to the housekeeping team so that it can be put back in its proper place.

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Since I work the evening shift, I need to prepare a key wallet for tomorrow's arrival. The old name sticker needs to be removed to put the latest name and room number for tomorrow's arrival.

I separate key wallets for group arrivals and Free Independent Traveler (FIT) guests. This is to facilitate matters during the check-in process because usually the guest service only hands over the key upon arrival for the group because all the details related to the guest are already available. While for Free Independent Travelers (FIT), they need to get guest details before handing over the keys.

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I learned how to make a report before the night audit. This training was conducted by my supervisor Miss Nurmiza and followed by two trainees. I was also given a note to make the report.

The report before the night audit is usually made by staff or trainees who work on the afternoon shift. It is made after all arrivals are arrived around 9.00pm - 10.00pm.

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I learned to know about the rates and types of rooms available at The Chateau Resort. There are 172 rooms at The Chateau starting with the lowest price which is the Deluxe room category. Each room has its own standards and advantages.

The purpose of me learning about the room rate is to make it easier for me to answer guests' questions if someone walks in to ask about the room price. However, as a guest service, I really should know about all room prices.

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Since today is not too busy, our Duty Manager, Mrs Suharni, held a briefing on appearance for guest service, especially female staff/trainees. This briefing involves staff and trainees who are present to work that day.

As told, the appearance for guest service must be maintained so that it always looks neat and tidy. This is because, guest service is the face of the company that will face guests, so personal cleanliness must be taken care of.

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Replacement Public Holiday (RPH)

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Replacement Public Holiday (RPH)

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This time The Chateau Resort has a problem with the ADEM Lock door which is when the key card cannot be accessed to the room. This causes guest dissatisfaction with the service.

Therefore, I was instructed by Mr. Nizam to check all the key cards for today's arrival so that there are no unwanted issues. So, I need to test all the key cards for each room to avoid the key problem.

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Since the situation is not too busy, Mr. Shahrin who is the Assistant Manager Front Office held training for me. He taught how to check the room in more detail so that the room is perfect without any defects or things that make guests dissatisfied.

With this, I can learn how to check rooms more professionally so that customer satisfaction can be maintained. It can not only maintain customer satisfaction but can also maintain the reputation of the company's cleanliness.

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Today I with some other fellow trainees learned how to update the departure survey in the opera system. Usually when guests check-out, they are asked to fill out a departure survey paper related to the services offered.

So we were taught to update the take-off in the system to make it easier for superiors to see guest comments to the company.

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At The Chateau Resort, there is also a kid's room to play but only available for in-house guests. There are various children's games available in the room.

Since the occupancy is low, so I was assigned to clean the kids room because the room is under the care of guest service. So we always have to make sure it is always clean and tidy so that children and guests are comfortable to relax there.

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Today my friend and I were taught how to read and understand the arrival list. This arrival list is important because it is a brief detail about the guests.

Among those stated in this arrival list are room numbers, guest names, check-in and check-out dates, special requests, and rate codes. All these simple details mentioned need to be take noted by the guest service in order to facilitate the process during check-in.

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Today I learned about how to see the rate for the room price and also comments from the reservation if there is important information or special requests. Today's lesson is conducted by the senior staff who is Miss Ain or known as Kak Ain.

Before the check-in process, the staff/trainee should check the room rate to ensure that the room has been paid for or not. If the comment for the room rate is "LM All On Pax Acct", it means that the room has not been paid for and the room payment needs to be collected at check-in.

But if the comment for the room rate is "Room + Abf to TA, all on pax acct", it means that the room price including breakfast has already been paid to the travel agent. So staff/trainees do not need to collect payment for the room. This course is beneficial for me to facilitate the check-in process.

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Since the problem with the ADEM Lock key still continues to cause some unhappy guests, all room doors need to be reset.

Since today is not too busy, so I was assigned to reset all the room doors in this resort according to the list that has been prepared. To reset the door, there are several key cards required, including System Card, Clock Card and Master Key. With this, I know how to reset the room door to overcome the ADEM Lock problem if necessary.

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Today my supervisor Miss Nurmiza held a training on the correct way for the guest check-in process. As a guest service, we need to be more professional when with guests. There are many things I learned today regarding guest check-in.

As a guest service, I need to greet and welcome guests who come and take them to sit first in Le Rouge (bar) or VIP Lounge. It aims to give guests a break while we prepare a welcome drink (Honey, Lemon, Mint). After that, we ask for details and ask guests to fill out the registration form. This can make guests feel happy and appreciated.

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I learned to collect orders related to In Room Dining (IRD) with Mrs Suharni. If a guest calls and says they want to order food through the room, the guest service needs to collect the order first before notifying the restaurant (La Vie).

Before collecting the order, the guest service needs the room number first so as not to give wrong information to the restaurant. If the guest orders for meat, the guest service should ask how the meat should be cooked. There are three ways of cooking which are rare to medium, medium to well and well done.

After the guest has finished placing the order, the guest service needs to repeat the food ordered. If everything is correct, then call the restaurant with number (7405) to order food for the guest.

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Today I work on the morning shift. Since today's occupancy is quite low with a percentage of 4.6% equal to 8 arrival rooms, I need to check the rooms before the guests arrive.

Although the housekeeping team has checked the room, the guest service needs to do a final check before the room is sold. This is to ensure that all room equipment is sufficient and that the room is in good condition.

If there are insufficient items such as soft drinks that are canned drinks or bathroom sets, the guest service needs to inform the housekeeping team to prepare them. That is the importance of the final check from guest service, so that nothing is overlooked.

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As today was quite busy with the arrival of 37 rooms, there were a few mistakes I made. Among them, during the check-in process, I forgot to copy the 16-digit number and expiry date from the guest's bank card. Since guests make payments through bank cards, both of these things are important to post payment in the system.

I tried to call the guest through the room phone, but there was no answer. Out of a sense of duty, I decided to WhatsApp the guest to get the 16-digit number. Only after getting the number can I make a post payment for the sustainability tax and tourism tax fee in the system.

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Today I worked the evening shift with two senior staff, namely Miss Ain and Mrs Suharni. Since all the guests today have arrived, we decided to clean the reception background.

Since there is shoe sole dirt on the background of the reception wall and it disturbs the view. We worked hard to clean the dirt using a wet cloth so that the wall looked clean.

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Today I was with some senior staff learning about the "interface" which was run by the supervisor Miss Nurmiza. Interface usually refers to the boundary where two systems meet and interact. These interactions can involve software interfaces such as APIs or user interfaces.

As a business company, interface is a common thing used in hospitality. Hotels use Property Management System (PMS) software to manage reservations, room assignments, billing and other operational tasks. Interface here refers to how the software interacts with other systems in the hotel, such as housekeeping, front desk and accounting. For example, the front desk interaction with the restaurant related to ordering food through the interface.

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Today I work the morning shift. Since it was still too early to check the arrival room, I decided to fill the free time by preparing the key card and bar code related to The Chateau website.

All cards that have been used for a long time I replaced with new ones. Likewise with the bar code for The Chateau website. The bar code is really important to be placed in the key card because it can make it easier for guests to explore more about The Chateau Spa & Wellness Resort. So guests only need to scan the bar code to get information related to the resort.

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Today I made a mistake regarding the room deposit collection. The room deposit paid by card can only be done using a credit card but due to my carelessness, I was charged using a debit card. This is a new lesson for me regarding room deposit collection.

Since it was a mistake so I need to make a pre-authorization cancellation. To solve this problem, I need to call the bank to make a cancellation pre-authorization application. This cancellation takes 7 to 14 working days to return the money to the guest's bank account.

After making a call to the bank for cancellation pre-authorization, I need to make a call to the guest to inform them about the error that has occurred.

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Miss Nurmiza, who is my supervisor, held a training on how to answer outside calls and how to make calls to outside numbers. To answer outside calls, we need to clearly state the name of the resort which is The Chateau and introduce ourselves. For example, "Bonjour/Bonsoir, thank you for calling The Chateau Reception, this is (your name), how may I assist you?".

For making calls to external numbers. We need to put the number "9" in front before entering the phone number. For example, "90123456789". If you do not put the number "9", calls to external numbers cannot be connected.

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Occupancy on this day is very high because there are weddings and also group arrivals. The occupancy rate was 58.1% with 100 rooms arriving. All the staff today are quite busy including the housekeeping team and the Food and Beverage (F&B) team.

Since there is a wedding ceremony, there are some rooms that make a special request, which is a swan towel. For bridal rooms and special rooms that request a swan towel, the guest service will place a welcome card with a swan towel as a token of appreciation.

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I learned to issue cards for parameter and clock cards. It is intended to reset the door that has a problem. For doors that cannot be accessed with a normal room key card, they need to be reset first. As taught by Mr. Nizam, I entered the parameters and card clock first.

To enter the parameters card, I need to select the level and room number before issuing. One parameter card can only enter one room number. Next I need to issue the clock card by changing the date and time so that the clock card can be used. After everything is done, I reset the problematic door. With this, I can solve the problem of the door not being accessible by resetting the door first.

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I learned to communicate with guests well with Mr. Nizam. I learned to explain to foreigner guests if they ask about interesting places in Berjaya Hill. For example, Japanese Tea House, Adventure Park, France Village and Rabbit Park. They also asked about the transportation that can be used for them to visit those places.

As a guest service, I should be able to communicate with guests, especially foreign guests. This is because, most of them communicate using English. So, I need to be proficient in English so that it will be easier for me to communicate. I learned that the use of English in the hospitality industry is very important because most guests use English more than Malay.

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I got a call from the guest room for room service. It was the first time I collected orders for In Room Dining (IRD) from guests. I collect orders according to what I have learned from the staff.

The guest placed an order for Lack of Lamb and I asked the guest how the meat would be cooked and he decided to cook it medium to well. He also made an order for Fried Rice and made a request to cook it not spicy. After finishing the order, I make a comfirmation for the food ordered along with the room number. After everything was done, I called the restaurant (La Vie) to proceed with the order.

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This time I learned to exchange money in Euros to Malaysian Ringgits. This is a new thing that I can learn as a guest service because not all guests use Malaysian Ringgit money.

This is because there are guests from abroad who want to pay for their laundry but want to pay in Euros. So, I asked the senior staff and needed to exchange it in Malaysian Ringgit first.

The guest gave me 70 Euro and I need to convert it to MYR first to get the amount in Malaysian Ringgit. I was helped by senior staff to overcome the matter. To exchange the foreign currency, we use the currency converter website to get the amount in Malaysian Ringgit. Once the currency is converted to MYR, then payment for their laundry can be made.

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Since I work the evening shift which is from 3.00pm to 11.00pm, I need to make a backup shift report. Backup shift report is usually made before or at 3.00pm. So usually, staff/trainees who work the evening shift will make a backup shift report.

There are 6 things listed for backup shift report. Among them are Arrival and Checked In Today, Departures, Guest INH-By Room, Reservation Traces, Vacant Room and Open Balance All. All related matters must be placed in a folder that has been provided.

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Today the occupancy is quite high and causes the housekeeping team to not be able to prepare the room in advance. This causes guests who arrive early to be dissatisfied and want to get their room quickly.

Therefore, I helped the housekeeping team to prepare the room. Although I don't know much about the scope of housekeeping, but I try to help what is appropriate so that they can prepare the room faster. With the help of the guest service, they managed to prepare the room quickly and the room could be given to the guest earlier.

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Since today is still the weekend, occupancy is still high and most of the rooms are bed to bed. In hospitality, bed to bed means the provision of a guest room from one check-out to the next check-in, ensuring that the room is ready for the next guest's arrival with all amenities and hygiene standards met.

So, we need to make sure guests check-out first and then prepare for check-in guests. However, today most of the check-in guests came early and we had to suggest them to go out and visit other places first while we prepared their rooms.

This time, once again I helped the housekeeping team prepare the guest room so that it would be faster. I learned that working in a team can make the job easier and more organized.

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Today I work on the evening shift. This time, I was taught to count key cards. Key cards are usually counted at night after making preparations for tomorrow's arrival. This is because to ensure the number of key cards is sufficient. After all the keys are counted, the number of keys needs to be updated in the "Front Officce Only" group so that all staff are aware of the matter.

In addition, I also learned to make a report at 8.00pm. This report is usually updated in the WhatsApp group only, which is the "Chateau Key" group. Among the things that need to be updated are related to opening occupancy, current occupancy, arrival to go, expected departure, expected occupancy and total pick-up. This report needs to be updated every day at 1.00pm and 8.00pm. It aims to give exposure to all staff related to occupancy on that day.

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Today I learned to make a wake up call. Wake up call is a service provided by hotel staff to guests who request help to wake up at a certain time. Wake-up calls are available to ensure guests wake up on time for early morning appointments, flights or other commitments. It helps guests avoid oversleeping and ensures they can start their day on time.

I got a call from the guest room and they made a request for a wake up call. For the wake up call, I need to make a note related to the room number, date and time desired by the guest. I was able to find out that, the provision of a wake-up call is a standard service in most hotels, aimed at increasing the comfort of guests and ensuring that their stay is comfortable and organized.

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Today's occupancy is high following the arrival of the Petronas Digital Group. Occupancy rate is 35.5% equivalent to 54 rooms. As reported by my manager, Mr. Nizam, if there is an arrival of a group or a wedding, there must be an "Event Order" (EO). An Event Order usually refers to a detailed document or instruction that outlines the specifics of an event.

Therefore, every staff/trainee needs to be aware of the matters written in the Event Order to make it easier for them to be alert to all the activities that will be carried out by the arriving group. For example, the guest service needs to be aware of the meeting place for the group so that they don't waste time looking for a meeting room. It can show professionalism as a guest service.

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Today we attended a short briefing with the supervisor Miss Nurmiza and continued by Mrs Suharni. In the briefing, our supervisor explained how to read details related to correspondents.

As a result of the briefing, we are more sensitive and thorough in collecting tourism tax from guests. This is because there are guests who have already paid tourism tax through a travel agent. So we need to read the correspondent first before checking in so as not to be charged a second time.

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Today we were informed that there are 30 members of the Lamborghini group who will visit The Chateau for lunch at the restaurant which is La Vie. Since I was working the morning shift, I was tasked with preparing the glasses before the Lamborghini group arrived.

Glasses are provided to serve welcome drinks to the Lamborghini group. After the Lamborghini group arrived, I was instructed to welcome them and serve them drinks before they went down for lunch at La Vie reataurant.

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Today I was taught how to accept and sell rooms to walk in guests. If there are guests who come and ask about the price of the room, there are several questions that need to be asked so that the guest service can offer a room that suits the guest's wishes. Among the questions that need to be asked are:

* Dates for stay.

* How many people want to stay.

* Room type (family room or standard room)

After getting all three pieces of information, guest service can first check if the room is still available or not. Then, offer the appropriate room type and state the price and discount of 25% if booking through the website. As a guest service, we need to be good at setting prices so that guests are confident that the price offered is the best.

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Since it was not very busy today, I was given the task of changing the ADEM Lock door battery. This is because most doors still use old batteries and the batteries become weak.

I was tasked to change all the door batteries around the South Wing which is level 1 to 3 because most of the rooms are sold in the South Wing. After the battery is changed from door to door, I need to make a note regarding the date the key was changed to make it easier for other staff to change it again when the battery starts to get weak.

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Prepare a form for storing items in the kitchen. I got information from a guest that he wants to keep things in the freezer. The guest stated that he wanted to keep the milk in the freezer for a while because he had a meeting with the group members. Therefore, I asked him to fill out the form before sending the item to the kitchen.

After the form is completed, I bring the form and the items to the kitchen to be stored in the freezer according to the guest's request. The form must be signed by the kitchen staff who keep the item as evidence. I also took pictures of the items along with the form to be included in the group so that other staff are alerted to the stored items.

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Today Miss Nurmiza held a training session on how to understand and read about room shares. Room shares usually happen to group arrivals because they register for one room but with a different name and it's called shares. Usually, for shared rooms, guests will put details for both and this makes it easier for guest service to know that the room is shared.

In addition, we also learned how to read correspondence especially for foreign tourists. This is because, there are foreign tourists who have paid the tourism tax and if they have already paid the tourism tax, the guest service does not need to collect it a second time. Therefore, we will be more careful before collecting tourism tax payments from foreign tourists and as much as possible read the correspondence first.

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My friends and I went through fire training with Mr. Shahrin. He taught how to use a fire drill in the event of an emergency, especially a fire. This is one of the important knowledge for us related to personal safety.

In addition, Mr. Shahrin also taught us how to see the map of Berjaya Hill. He also talked a lot about the activities that can be done on the hill as well as the time of the shuttle movement. We were told that, the shuttle movement is every one hour and the shuttle will pick up guests in Colmar only. It is an important thing that we need to remember because there are also guests who ask about activities at Berjaya Hill and shuttle movements.

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Training related to how to read Event Order(EO) in more detail and easy to understand led by Miss Nurmiza. The Event Order is an important document in event planning as it ensures that all aspects of the event are planned and coordinated effectively. Here's what's usually included:

* Event Details: This section includes basic information such as event name, date, time and location.

* Contact Information: Contact details for key personnel involved in the organization of the event, including event planners, venue managers, caterers and any other relevant parties.

* Timeline: A detailed schedule of events, specifying when each component of the event will occur. This can include preparation time, guest arrivals, speeches, presentations, meal service and clean-up.

* Setup Instructions: Instructions for setting up the event space, including details about table arrangements, decorations, audiovisual equipment and any special requirements.

* Catering Details: Information related to food and beverage services, including menu options, dietary restrictions, meal times and special requests.

* Technical Requirements: Specifications for audiovisual equipment, lighting, sound systems and any other technical requirements required for the event.

* Billing and Payment Information: Where applicable, details of payment arrangements, billing instructions and any financial agreements relating to the event.

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Learn to make post payment in advance deposit. Advance deposits are usually paid using methods that offer security and traceability, such as credit cards, bank transfers or online payment platforms.

In the Opera Xpress system, an advance deposit can be made when making a post payment. For example, an advance deposit occurs if the guest makes a payment for the sustainability tax but they do not provide the 16-digit bank card. So, we cannot make post payment for payment transactions through the bank card unless using an advance deposit.

We need to make an advance deposit first for the payment so that the payment can be posted and then the guest can check-in in the system.

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Make a new copy of the departure survey. Since I work the morning shift, I will first check the list of arrivals and departures that will be checked out today. But I found that the form for the departure survey had been used up and there was a file that did not contain the departure survey form. Therefore, I made a new copy of the departure survey form using the existing form and then photocopied it into 2 sides.

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Today I am still working on the morning shift. As usual, after finishing breakfast, I will open Le Rouge first and tidy up the sofa in the reception area.

After finishing, I was asked to open the Inter Kitchen/Bar Transfer (IKT) for a special fruit basket for long staying guests. After finishing opening the IKT, I need to get the chef's signature in the kitchen for approval for the special fruit basket. Approval for the special fruit basket needs to be signed by Chef Tom.

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Today's occupancy is only 7% with an arrival rate of 8 rooms equal to 22pax. The situation today is not busy because the number of in house guests is only 20 rooms. So I took the time to make a list of names and room numbers for tomorrow's arrival.

After finishing, I was asked to help Miss Ain change the ADEM Lock door battery. Since the North Wings area is not ready to be changed, we changed all the door batteries in the North Wings section for today's arrival. It is to avoid the problem of the door not being accessible or the battery being weak.

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There was a last minute arrival who had been assigned a room but had a special request for an anniversary cake. So I opened the IKT and request form for the cake. At The Chateau, we provide 500 grams of cake for free to guests celebrating anniversaries, honeymoons or birthdays. This special request is available for dates 3 days before or 3 days after only.

Next I was asked to count the number of key wallets because I wanted to add a new order if it was less.

After that, I helped a friend to make a cancellation related to pre authorization because he took the deposit payment using a debit card.

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I learned to make store requests with the senior staff, Miss Huda. I found that some of the necessary items in the front office have decreased and need to be added with new items. Among them are staplers, batteries and paperclips.

To make a store request, it is necessary to use an app. Requests for goods must be made through the apps and then printed out and must be approved by the manager first. Once approved, the form can be sent to the store for requestion.

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I was instructed to check the room for arrival today. When I checked the room, I found that the set of toiletries that was placed was not full and it means that it has already been used. Therefore, I told housekeeping to change to a new set before the arrival of the guests.

Then I also found that the safety box in one room was not working. After checking all the rooms, I was asked to change the battery for the safety box and after changing it worked well. As a guest service, I should be sensitive to the condition of the room and the needs in the room. This is because to ensure that the rooms sold can meet the taste of the guests with the price offered.

If the room sold has a lot of damage or deficiencies, it will definitely cause bad reviews from guests about the company and can bring down the company's reputation.

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Today I was assigned to pack the Kids Club. Considering the low occupancy percentage, the front office team is not too busy. Therefore, my friend and I were assigned to pack the kids club. After finishing, we are back at the reception counter.

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Today there are guests who want to use the gym early. Usually the gym will be open from 11.00am to 7.00pm, but if guests want to use it, the guest service needs to open it.

I had a request from a guest to use the gym early in the morning. So I have to open the Spa door because the gym is located in the Spa area. However, I need to inform the Spa group that I opened the Spa door because there are guests who want to use the gym. This is to avoid misunderstandings between the Spa team and the guest service team. However, after the guests have finished using it, I need to re-lock the door so that nothing untoward happens.