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Name: Nur Imanina Arifah Binti Aminuddin Arip

Student Matriks: 284466

Company Name: Tok Aman Bali Beach Resort, Pasir Puteh, Kelantan.

Internship Duration: 16 March 2025 – 18 July 2025

University Supervisor: Dr Azniza

Company Supervisor: Miss Nik Norshafika Binti Nik Ismail.

Department: Kitchen, F&B, Housekeeping and Front Office.

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Company Profile:

Tok Aman Bali Beach Resort (TABBR) is a four-star resort located at Pantai Bisikan Bayu, Semerak, Pasir Puteh, Kelantan. Managed by the Hotel Sentral Group, the resort offers high-quality accommodations and services, emphasizing efficiency and customer satisfaction.

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Date : 17-23 March 2025

Department : Kitchen

Tasks Completed:

Assigned to the main dish section alongside Chef Remy.

Assisted with preparation of ingredients for breaking fast, including bubur lambuk, laksa Penang, nasi kerabu, tomyam, steamboat items, and condiments.

Helped with washing and cutting vegetables, deboning fish, and preparing sauces.

Learned to operate in kitchen and buffet settings including:

Checking and refilling buffet dishes.

Plating food on trolleys.

Delivering food to Sutera Bayu Cafe.

Assisting with ABC (Ais Batu Campur) preparation.

Cleaning up and clearing food at the end of service.

Challenges Faced:

Difficulty adjusting to the fast-paced kitchen environment.

Lacked knife skills and confidence in cutting techniques.

Struggled to remember dish arrangements at the buffet.

Limited knowledge of Kelantan dialect affected communication.

Still learning the process and ingredients for ABC.

Large kitchen area made it hard to locate ingredients efficiently.

Skills & Knowledge Gained:

Learned different cutting techniques for different dishes.

Understood the importance of plating and hygiene in food preparation.

Gained early experience in buffet layout (light to heavy dishes, dessert placement, condiments).

Started learning how to assemble and serve ABC.

Reflection:

During the first week of my internship, I faced many new and unfamiliar experiences. I felt a bit overwhelmed at first because I was still trying to adapt to the fast-paced kitchen environment and understand my role. Most of the tasks assigned were outside the scope of what I had learned at university, especially in terms of practical kitchen skills like ingredient preparation, cutting techniques, and buffet arrangements. Despite these initial difficulties, I felt happy and grateful for the opportunity to learn. I began to understand the importance of being focused, observant, and willing to learn from the chefs and staff around me. This week taught me that every task, even the smallest one, requires attention to detail and discipline. I realized that in order to grow and perform better, I must take initiative, stay alert, and be open to learning new skills every day.

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Date : 24–30 March 2025

Department : Kitchen

Tasks Completed:

Continued preparing laksa Penang, nasi kerabu, and steamboat items.

Assisted pastry section with traditional kuih (onde-onde, puteri mandi).

Helped prepare ABC ingredients (jagung, cincau, biji selasih, agar-agar, etc.).

Learned to flake fish for laksa gravy and made martabak filling.

Delivered food and organized buffet according to layout.

Refreshed buffet dishes during service.

Followed end-of-day clearing procedures consistently.

Challenges Faced:

Still had trouble memorizing buffet layout and correct food arrangements.

Occasional machine malfunctions (e.g., ABC ice blender not working).

One day had staff shortage, making operations hectic with over 200 guests.

Skills & Knowledge Gained:

Improved significantly in ingredient cutting and ABC preparation.

Learned to assist in traditional kuih preparation.

Understood the importance of clean presentation and efficient service flow.

Became more confident in handling buffet arrangement and food delivery.

Reflection:

In the second week, I began to feel more confident and comfortable in my responsibilities. I noticed an improvement in my ability to perform tasks such as cutting ingredients accurately, organizing the buffet, and preparing ABC for guests. Although I still faced a few challenges, such as memorizing the correct buffet layout and dealing with occasional equipment issues, I was able to manage them better with guidance from the team. I also had the opportunity to work in the pastry section, which helped me gain new skills in traditional dessert preparation. This week, I learned that teamwork, time management, and a calm attitude are essential, especially during busy service hours. I feel proud of the progress I have made and am motivated to continue improving in the coming weeks. The experience so far has helped me grow both personally and professionally, and I look forward to learning even more.

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Date : 3-10 April 2025

Department : Food and Beverage

Tasks Completed:

Attended briefing about F\&B responsibilities

Involved in wedding event (200 pax) – clearing plates, glasses, and cleaning tables

Daily breakfast service at Sutra Bayu Café and Thai Restaurant

Learned how to prepare beverages (vanilla milkshake, watermelon juice)

Learned POS system and how to take guest food orders

Took part in table setups, food tag placements, and guest greetings

Attended briefings from supervisors about restaurant and banquet operations

Challenges Faced

Difficulty using correct technique to carry plates with one hand

Still adapting to new environment and learning F\&B flow

Difficulty explaining menu to guests and using the POS system

Skills & Knowledge Gained :

Proper plate and glass carrying techniques

Beverage preparation (milkshake, juices)

POS system usage and food order taking

Guest communication and customer service

Napkin folding and cutlery arrangement for room service

Reflection:

This week marked the start of my journey in the F\&B department. Although I struggled at first, especially with physical tasks like carrying plates and learning systems, I found the learning experience rewarding. The team was supportive, and each task helped me understand the importance of precision, hygiene, and presentation in guest services.

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Date : 11 - 18 April 2025

Department : Food and Beverages

Tasks Completed:

Continued managing breakfast service for daily guests and large groups

Learned stock form filling and how to set up seminar room for 130 pax

Participated in Hari Raya celebration with all departments

Received training on F\&B closing procedures

Prepared utensils, drinks, and materials for the next day’s service

Learned about glassware types and napkin folding

Attended function briefing sessions

Challenges Faced

Continued difficulty in plate carrying technique

Remembering drink recipes and preparing beverages

Still developing confidence in communicating with guests

Skills & Knowledge Gained

Stock form management

Event layout and table/chair arrangements

Beverage preparation (orange juice, apple juice)

Tableware setup for VIP room and room service

Improved napkin folding and buffet setup skills

Reflection

This week helped me become more familiar with the rhythm of the F\&B department. I felt more included in team activities and learned how every small task contributes to overall guest satisfaction. The hands-on experiences and briefings helped improve my technical and communication skills.

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Date : 19 - 26 April 2025

Department : Food and Beverages

Tasks Completed:

Managed breakfast service for regular guests and corporate groups

Setup VIP rooms and meeting venues (Syarikat Solution, MAID, Persatuan Aids)

Took food orders and used POS independently with supervision

Assisted in preparing iced Milo and other beverages

Participated in another Hari Raya celebration

Focused on polishing utensils and organizing buffet layout

Challenges Faced :

Applying proper plate lifting techniques during service

Memorizing the layout for VIP setups

Skills & Knowledge Gained :

VIP setup arrangements (plates, glasses, utensils)

Group dining and tea break setup

Communication and time management during multi-function days

Beverage preparation and utensil polishing techniques

Reflection :

This week gave me deeper involvement in setting up formal functions and events. I’ve grown more confident in taking initiative, and my multitasking skills improved. I also felt appreciated as part of the team, especially during the festive celebrations.

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Date : 27- 29 April 2025

Department : Food and Beverages

Tasks Completed:

Continued managing breakfast service at Thai Restaurant

Took guest orders at Sutra Bayu Café and handled POS entry

Cleaned buffet areas and handled meal prep for tea breaks and lunch events

Served special groups like Persatuan Aids and Jabatan Kesihatan Pasir Puteh

Challenges Faced :

Still practicing one-hand plate lifting technique

Memorizing buffet and VIP table arrangements

Skills & Knowledge Gained :

Strengthened multitasking skills

Improved buffet and beverage service

Efficiently handled meal service for multiple guest groups

Reflection :

I feel more capable and confident in handling both individual guests and large groups. I can now anticipate needs, stay organized, and manage my time better under pressure. Each day in the F\&B department has strengthened my foundation in hospitality service.

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Date : 1- 8 May 2025

Department : Housekeeping

Tasks Completed:

Observed room attendants checking room status using the housekeeping report.

Learned how to refill bathroom amenities (toothbrush, razor, shower cap, cotton buds).

Helped in placing towels, bath mats, and toilet paper.

Cleaned guest bathrooms, made beds, swept, mopped, and handled dirty linen.

Attended a briefing from the housekeeping executive about upcoming inspections.

Challenges Faced:

Difficult to remember the arrangement of amenities inside the bathroom.

Hard to follow the speed of experienced room attendants.

Skills & Knowledge Gained:

Learned step-by-step procedures to clean and organize checkout and stayover rooms.

Understood how to knock, greet guests properly, and respect privacy policies.

Gained confidence in handling various cleaning tools and refilling amenities.

Became familiar with basic guest room setup and inspection routines.

Reflection:

During this week, I realized how important it is to keep the bathroom area clean and well-organized to ensure guest comfort. Observing the room attendants helped me understand how attention to small details such as the placement of amenities can improve the guest experience. Although I found it difficult to follow their speed at first, I learned that consistency and proper technique are key to performing housekeeping tasks efficiently..

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Date : 9-16 May 2025

Department : Housekeeping

Tasks Completed:

Assisted in cleaning guest bathrooms and changing linens.

Participated in harness safety training and learned about the room prevention list.

Joined a resort-wide gotong-royong activity for inspection preparation.

Reported room damages and monitored daily cleaning activities.

Challenges Faced:

Still confused with the arrangement of linen in the trolley.

Difficult to change queen-sized duvet covers quickly.

Struggled to keep up during peak hours.

Skills & Knowledge Gained:

Understood importance of teamwork during big clean-up operations.

Learned how to handle guest rooms in various conditions (occupied, maintenance, dusty).

Improved ability to communicate and report issues to supervisors.

Became more confident in operating independently for standard room setups.

Reflection:

This week gave me the opportunity to be more involved in actual cleaning tasks and to join team activities like the gotong-royong and safety training. I learned that being observant and cooperative is important when dealing with room inspections or safety procedures. I also started to feel more confident in reporting problems and taking responsibility for cleanliness, which made me feel like a real part of the housekeeping team.

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Date : 17-24 May 2025

Department : Housekeeping

Tasks Completed:

Performed daily cleaning duties: bathrooms, beds, mopping, and refilling amenities.

Cleaned and organized rooms that had gone through maintenance.

Wiped furniture, sliding doors, and carried out detailed dust cleaning.

Joined the second gotong-royong session.

Challenges Faced:

Adjusting to speed and precision required by room attendants.

Recalling correct placement of items and linen organization.

Skills & Knowledge Gained:

Strengthened knowledge of deep cleaning routines and how to handle guest complaints like dust.

Learned how to be more independent and efficient with cleaning tasks.

Enhanced multitasking skills and ability to work under time pressure.

Reflection:

I became more aware of the importance of detailed cleaning, especially when handling guest complaints related to dust. The second gotong-royong reminded me that keeping a clean environment is everyone's responsibility. I noticed my own improvement in handling daily tasks, although I still needed to improve my speed and memory regarding room setups.

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Date : 25 May- 3 June 2025

Department : Housekeeping

Tasks Completed:

Continued assisting in changing bedsheets and comforters, especially queen-sized beds.

Swept and mopped guest rooms, wiped down furniture and glass.

Managed linen inventory in trolleys and restocked rooms.

Helped with public service roles during a mini school holiday festival.

Challenges Faced:

Struggled with heavy and large comforters.

Linen shortages caused delays in room release.

Had to balance cleaning and event tasks.

Skills & Knowledge Gained:

Gained better control in making beds efficiently.

Improved handling of festival crowd and guest requests.

Became more familiar with room readiness standards.

Understood the importance of inventory preparation and checking stock.

Reflection:

This week, I started doing more independent work, especially in bed-making and linen management. Changing large comforters was still a challenge, but I gradually became faster and more accurate. I also learned to stay calm and organized while working during the mini festival, which helped me balance housekeeping and event-related duties effectively.

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Date : 4 - 14 June 2025

Department : Housekeeping

Tasks Completed:

Helped clean and prepare both checkout and stayover rooms.

Performed tasks like changing bed linen, wiping furniture, managing bathroom supplies, and refilling guest amenities.

Participated in organizing linen on shelves and trolleys.

Assisted at games and token counters during school break festivals.

Challenges Faced:

Queen-sized comforters were hard to handle alone.

Guests checking out late caused time pressure in preparing rooms.

Family rooms were often messy and time-consuming.

Skills & Knowledge Gained:

Learned to prioritize rooms based on readiness and guest needs.

Gained awareness of how to manage time effectively during busy periods.

Understood guest behavior patterns during holiday seasons.

Became more comfortable interacting with guests during events.

Reflection:

In this final week, I noticed significant improvement in my physical stamina and cleaning skills. I became more confident in handling high workloads, even during busy check-out days. I also learned how to prioritize tasks and respond better to unexpected situations, such as late check-outs or messy rooms. The experience made me appreciate the effort behind maintaining a comfortable and clean hotel environment for guests.

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Date : 16 - 20 June 2025

Department : Front Office

Tasks Completed:

Introduction to front office daily duties and systems

Observed and assisted with check-in and check-out processes

Issued guest cards under staff supervision

Learned how to handle bookings from online platforms (Agoda, Booking.com)

Learned basic communication during check-in/out

Joined HR’s archery activity

Challenges Faced:

Difficulty remembering steps for check-in and check-out

Adapting to hotel system

Remembering room rates

Skills & Knowledge Gained:

Basic knowledge of front desk procedures

Handling online and walk-in bookings

Improved communication with guests

Reflection:

First impressions matter greatly in hospitality. A front desk staff member must always be neat, friendly, and approachable to create a welcoming atmosphere for guests. I’ve realized that effective communication is key to ensuring that guests understand the check-in and check-out process clearly, which enhances their overall experience.

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Date : 21 - 25 June 2025

Department : Front Office

Tasks Completed:

Independently handled check-in and check-out

Updated and keyed in bookings using hotel system and STAAH

Learned to assist guests in room changes during check-in

Handled guest phone calls and requests for services

Answered inquiries about room availability and walk-in bookings

Challenges Faced:

Confusion with room locations (upper vs lower levels)

Communicating with non-English-speaking guests

Skills & Knowledge Gained:

Improved booking management

Gained experience in handling room changes and special requests

Reflection:

Knowing the room layout and being able to explain it clearly to guests is essential for front desk staff. During this week, I realized that flexibility is needed to manage room requests, especially when guests have special preferences. Patience is vital when working with non-English-speaking guests, and I learned the importance of clear and concise communication to avoid misunderstandings.

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Date : 26 - 30 June 2025

Department : Front Office

Tasks Completed:

Assisted bellman with luggage handling

Handled early check-in and guest complaints (e.g., aircon issues)

Managed group check-in (UPSI, 12 pax)

Assigned room for group bookings in the system as per Event Orders

Took calls to confirm and extend bookings

Challenges Faced:

Dealing with guest dissatisfaction about early check-in restrictions

Handling faulty key cards

Difficulty assigning rooms due to late check-outs

Skills & Knowledge Gained:

Group booking procedures and coordination

Communication techniques to handle guest complaints

Reflection:

I learned that guest satisfaction can be greatly influenced by how well their expectations are managed, especially regarding early check-ins and room availability. Dealing with complaints effectively requires patience, understanding, and clear communication. I also gained insight into how important it is for the front desk to work in tandem with other departments like housekeeping to ensure smooth transitions between guest stays.

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Date : 1- 7 July 2025

Department : Front Office

Tasks Completed:

Managed direct walk-in bookings and phone inquiries

Assigned rooms for multiple group bookings (WWF, Veterina Pasir Puteh, MAID)

Responded to guest complaints and requests, including lost & found

Assisted with room changes during check-in

Assisted bellman with luggage handling

Challenges Faced:

Difficulty using payment machines

Luggage delivery to rooms without lift access

Room card malfunction.

Early check-in demands and limited room availability

Heavy luggage delivery to upper levels.

Skills & Knowledge Gained:

Guest service recovery techniques

Proper handling of lost & found cases in coordination with housekeeping

importance of room readiness and assignment accuracy

Reflection:

This week reinforced the importance of clear communication between departments to ensure that guest complaints are resolved quickly and efficiently. When a guest has an issue, it’s crucial that it be addressed immediately to avoid dissatisfaction. I also realized the significance of anticipating guests’ needs, such as offering luggage assistance when required, and making sure that room changes are carried out seamlessly.

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Date : 8 - 14 July 2025

Department : Front Office

Tasks Completed:

Final handling of check-in/check-out independently

Assigned rooms for group bookings (Plan Malaysia)

Responded to requests for trolleys and follow-up calls for confirmation

Managed direct bookings and walk-ins.

Assisted guest with lost and found issues and language barriers.

Take charge on booking changes.

Challenges Faced:

Guest preference for specific room locations

Rooms not ready due to late check-out from previous guests

communicating with international guests that can't speak english.

Room rate changes during full occupancy.

Skills & Knowledge Gained:

Group booking management and final coordination skills

Importance of knowing room layout and availability in real-time

Gained confident in handling guest issues and special request.

Improved ability to assist diverse types of guest.

Reflection:

The final week emphasized the importance of attention to detail, especially when handling group bookings and special room requests. Ensuring that rooms are ready before assigning them to new guests is essential for maintaining service standards. I’ve also learned that being proactive and anticipating guests’ needs goes a long way in providing excellent customer service. Overall, my experience has improved my ability to multitask, communicate effectively, and think critically when problems arise.

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Iman is a commendable student with great potential, particularly in the hospitality field. She is adaptable and capable of working both within and beyond her area of study.

Throughout her internship, Iman demonstrated excellent performance across all departments she was assigned to, including the Kitchen, Food & Beverage (F&B), Housekeeping, Front Office and Recreation & Facilities.

She approached each task with dedication, professionalism, and a positive attitude. Her ability to learn quickly and work well under pressure made her a valuable asset to every team she was part of.

I wish Iman all the best in her future, and I hope she secures a career that truly matches her skills, passion, and potential.

Note: This picture was taken on her last day of internship.