No. Matric : 279669

Semester : 8

Programmer : Bachelor of Hospitality Management with Honours

School : Tourism, Hospitality and Event Management (STHEM)

Internship Placement : DoubleTree By Hilton Damai Laut Resort

Department : Food and Beverage Department and Front Office Department.

• Serving guest during lunch.

Task:

1. Welcoming guest.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and Ramadhan dinner buffet.

5. Wipe cutleries, bowl, plates, coffee mug and goblets.

   • The item will used for turnover operation.

2/4/2024 : Evening shift (2 PM - 11:30 PM)

• Make napkins for table setup.

• Serving guest during Ramadhan buffet dinner.

Task:

1. Welcoming guest.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for breakfast buffet.

5. Complete side duty before end of shift.

   • Wipe baby chair.

6. Wipe cutleries

   • The item will used for turnover operation in the morning.

3/4/2024 : Evening shift (2 PM - 11:30 PM)

• Folding napkins for table setup.

• Serving guest during Ramadhan buffet dinner.

Task:

1. Welcoming guest.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for breakfast buffet.

5. Complete side duty before end of shift.

   • Top up salt and pepper.

6. Wipe cutleries

   • The item will used for turnover operation in the next day.

4/4/2024 - 5/4/2024 (OFF DAY)

6/4/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest during breakfast buffet and lunch.

Task:

1. Greeting, enquiring and presenting the menu.

2. Taking the order and upselling the menu.

3. Placing order at the cashier.

4. Set the cutlery according to the number of guests at the table.

5. Delivering the food and beverages.

6. Get the guest feedback about their food.

7. Bussing.

8. Presenting the bill.

9. Bidding farewell.

7/4/2024 : Morning shift (7 AM - 4:30 AM)

• Serving guest during breakfast buffet and lunch.

• Folding napkin for table setup.

Task:

1. Greeting, enquiring and presenting the menu.

2. Taking the order and upselling the menu.

3. Placing order at the cashier.

4. Set the cutlery according to the number of guests at the table.

5. Delivering the food and beverages.

6. Get the guest feedback about their food.

7. Bussing.

8. Presenting the bill.

9. Bidding farewell.

10. Wipe cutleries, plates, bowl, juice glass and goblets.

9/4/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest during breakfast

• Communicate with guests to get their feedback on service and food.

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Wipe cutleries

   • The item will used for turnover operation.

     
     

10/4/2024 : Morning shift (7 AM - 4:30 PM)

• RAYA AIDILFITRI CELEBRATION

• Staff complimentary to wear Baju Kurung as symbol of that day.

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Complete side duty before end of shift.

   • Wipe fly repellent.

6. Wipe cutleries

   • The item will used for turnover operation.

11/4/2024 : Morning shift (7 AM - 4:30 PM)

• Second day of RAYA AIDILFITRI CELEBRATION

• Wear normal uniform in that day.

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Complete side duty before end of shift.

   • Restock salt and pepper.

6. Wipe cutleries

   • The item will used for turnover operation.

12/4/2024 : Morning shift (7 AM - 4:30 PM)

• Being hostess for breakfast buffet.

Task :

• Greeting and welcoming guest from entrance.

• Get room number from guest.

• Count the number of guests who came and compare with the guest list whether they are the same or not.

• Assist guest to their table.

13/4/2024 : Evening shift (2 PM - 11:30 PM)

• Get ready for breakfast operation on look at the menu in each food section.

• Training by assistant manager about type of wine (Red Wine and White Wine).

• The training section about explain about "How to open bottle of wine" during afternoon briefing.

  
  

14/4/2024 (REST DAY)

• Serving guest during breakfast

• Communicate with guests to get their feedback on service and food.

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Wipe cutleries

   • The item will used for turnover operation.

16/4/2024: Morning shift (7 AM - 4:30 PM)

• Serving guest during breakfast

• Being hostess for breakfast buffet

Task :

1. Welcoming guest and greeting from the entrance.

2. Get room number from guest and check from the list of guest for breakfast buffet.

3. Assist them to their table.

4. Clear dirty dishes and cutleries on guest tables.

5. Make sure the table cleared and ready for the next guest.

6. Set up table for lunch and dinner buffet.

7. Complete the side duty before going back.

   • Arrange and restock item in the side station.

8. Wipe cutleries

   • The item will used for turnover operation.

17/4/2024: Morning shift (7 AM - 4:30 PM)

• Serving guest at breakfast buffet

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Folding napkin for cutleries on the table for lunch.

   
   

18/4/2024 : Evening shift (2 PM - 11:30 PM)

• Serving guest for ala carte during lunch time

• Serving guest for ala carte and buffet for dinner.

Task :

1. Assist the guest to the table.

2. Give the guest the menu book.

3. Taking order and repeating it.

4. Key in the order into the system.

5. Pour cold water into goblet

6. Deliver the food and beverages.

7. Get guest feedback.

8. Presenting the bill to the guest.

   
   

19/4/2024 : Evening shift (2 PM - 11:30 PM)

• Serving guest for lunch and dinner buffet.

• Briefing from morning and evening manager.

Task :

1. Assist the guest to the table.

2. Give the guest the menu book.

3. Taking order and repeating it.

4. Key in the order into the system.

5. Pour cold water into goblet

6. Deliver the food and beverages.

7. Get guest feedback.

8. Presenting the bill to the guest.

9. Put back the cushion cover back at station A.

   
   

20/4/2024 - 21/4/2024 (OFF DAY)

• Serving guest during breakfast

• Communicate with guests to get their feedback on service and food.

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Wipe cutleries

   • The item will used for turnover operation.

23/4/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest during breakfast in Sundeck.

Task :

1. Welcoming guest and assist them to their table.

2. For guest with children, can ask whether they want baby chair or not.

3. Clear dirty dishes and cutleries on guest tables.

4. Make sure the table cleared and ready for the next guest.

5. Set up table for lunch and dinner buffet.

6. Wipe cutleries

   • The item will used for turnover operation.

24/4/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest during breakfast in Pool Bar Tarrace.

• Usually guest with big family will sit there.

Task :

1. Welcoming guest and assist them to their table.

2. For guest with children, can ask whether they want baby chair or not.

3. Clear dirty dishes and cutleries on guest tables.

4. Make sure the table cleared and ready for the next guest.

5. Set up table for lunch and dinner buffet.

6. Wipe cutleries

   • The item will used for turnover operation.

     
     

25/4/2024 : Evening shift (2 PM - 11:30 PM)

• Serving guest for lunch and dinner buffet.

• Briefing from morning and evening manager.

Task :

1. Assist the guest to the table.

2. Give the guest the menu book.

3. Taking order and repeating it.

4. Key in the order into the system.

5. Pour cold water into goblet

6. Deliver the food and beverages.

7. Get guest feedback.

8. Presenting the bill to the guest.

9. Complete the side duty before going home.

   • Restock sugar and wipe sugar bowl.

     
     

26/4/2024 : Evening shift (2 PM - 11:30 PM)

• Serving guest for lunch and dinner buffet.

• Briefing from morning and evening manager.

Task :

1. Assist the guest to the table.

2. Ask the guest whether they want ala carte menu or buffet dinner.

3. Clear dirty dishes and cutleries on guest tables.

4. Make sure the table cleared and ready for the next guest.

5. Set up table for breakfast buffet.

6. Wipe cutleries

   • The item will used for turnover operation.

   
   

27/4/2024 - 28/4/2024 (OFF DAY)

29/4/2024 : Morning shift (7 AM - 4:30 PM)

• Hostess for breakfast register

• Communicate with guests to get their feedback on service and food.

Task :

1. Welcoming guest and assist them to their table.

2. After breakfast, collect food tags in each section of the buffet.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Wipe goblet for event of lunch group.

   
   

30/4/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest during breakfast

• Take a moment to go through the menu.

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch buffet.

Task for Lunch Buffet (Flextronix Group) :

1. Wipe the goblets for the lunch event.

2. Welcoming guest and assist them to their tables.

3. Pour ice water for guest and collect their plate.

4. Set up table for dinner buffet.

5. Make napkins

• Medical Leave (MC)

  
  

2/5/2024 Morning shift (7 AM - 4:30 PM)

• Serving guest during breakfast and lunch buffet.

• Get feedback from guest.

Task:

1. Welcoming guest.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Wipe cutleries, bowl, plates, coffee mug and goblets.

   • The item will used for turnover operation.

3/5/2024 - 4/5/2024 (OFF DAY)

5/5/2024 Morning shift (7 AM - 4:30 PM)

• Make napkins for table setup.

• Serving guest during breakfast buffet.

Task:

1. Welcoming guest.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for breakfast buffet.

5. Complete side duty before end of shift.

   • Wipe baby chair.

6. Wipe cutleries

   • The item will used for turnover operation in the morning.

• Make napkins for table setup.

• Serving guest during lunch buffet.

Task:

1. Welcoming guest.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for breakfast buffet.

5. Complete side duty before end of shift.

   • Refill side section.

6. Wipe cutleries

   • The item will used for turnover operation in the morning.

7/5/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest for lunch and dinner buffet.

• Briefing from morning and evening manager.

Task :

1. Welcoming and assist guest to the table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. When guests arrive for ala carte lunch, take their order and enter it into the system.

6. Pour ice water and serve the food when it's ready.

7. Collect the dirty plates and get feedback from the guests about the food.

8. Wipe cutleries

   • The item will used for turnover operation.

8/5/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest during breakfast

• Take a moment to go through the menu.

• HTC travel group breakfast at restaurant.

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch buffet.

5. Wipe baby chair.

Task for Lunch Buffet (TLDM group) :

1. Wipe the goblets for the lunch event.

2. Prepare water pitchers.

3. Welcoming guest and assist them to their tables.

4. Pour ice water for guest and collect their plate.

5. Set up table for dinner buffet.

   
   

9/5/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest during breakfast

• Hostess for breakfast buffet.

  
  

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch buffet.

5. Send cushion cover at laundry.

6. Wipe cutleries at the backland.

Task for Lunch Buffet (BMW group) :

1. Wipe the goblets for the lunch event.

2. Place the food tags in the food area.

3. Prepare water pitchers.

4. Welcoming guest and assist them to their tables.

5. Pour ice water for guest and collect their plate.

6. Set up table for dinner buffet.

7. Arrange back cushion cover at section A.

   
   

10/5/2024 - 11/5/2024 (OFF DAY)

12/5/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest during breakfast

• Communicate with guests to get their feedback on service and food.

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Wipe cutleries

   • The item will used for turnover operation.

15/5/2024 : Morning shift (7AM - 4:30 PM)

• Serving guest during breakfast

• Communicate with guests to get their feedback on service and food.

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Wipe cutleries

   • The item will used for turnover operation.

16/5/2024 : Morning shift (7AM - 4:30 PM)

• Serving guest during breakfast at sundeck.

• Take a moment to go through the menu.

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch buffet.

5. Closing sundeck after breakfast.

6. Wipe baby chair.

Task for Lunch Buffet (Robert Bosch group) :

1. Wipe the goblets for the lunch event.

2. Prepare water pitchers.

3. Welcoming guest and assist them to their tables.

4. Pour ice water for guest and collect their plate.

5. Set up table for dinner buffet.

   
   

17/5/2024 : Morning shift (7AM - 4:30 PM)

• Serving guest during breakfast

• Take a moment to go through the menu.

• Passion travel 40 pax breakfast buffet.

• Roti Canai DIY for HTC Travel: Demonstration of making roti canai by Chef Shahril.

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Complete side duty.

   • Change the water in the flower pot.

18/5/2024 : Evening shift (2 PM - 11:30 PM)

• Serving guest for lunch and dinner buffet.

• Briefing from morning and evening manager.

Task :

1. Assist the guest to the table.

2. Give the guest the menu book.

3. Taking order and repeating it.

4. Key in the order into the system.

5. Pour cold water into goblet

6. Deliver the food and beverages.

7. Get guest feedback.

8. Presenting the bill to the guest.

9. Complete the side duty before going home.

   • Soak wiping cloth.

19/5/2024 : Evening shift (2 PM - 11:30 PM)

• Serving guest for lunch and dinner buffet.

• Briefing from morning and evening manager.

Task :

1. Assist the guest to the table.

2. Ask the guest whether they want ala carte menu or buffet dinner.

3. Clear dirty dishes and cutleries on guest tables.

4. Make sure the table cleared and ready for the next guest.

5. Set up table for breakfast buffet.

6. Complete side duty.

   • Wipe baby chair.

7. Wipe cutleries.

   • The item will used for turnover operation.

   
   

21/5/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest during breakfast

• Communicate with guests to get their feedback on service and food.

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Wipe cutleries

   • The item will used for turnover operation.

     
     

22/5/2024 : OFF DAY

23/5/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest during breakfast at sundeck.

• Take a moment to go through the menu.

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch buffet.

5. Closing sundeck after breakfast.

6. Wipe baby chair.

Task for Lunch Buffet (Flextronic Group) :

1. Wipe the goblets for the lunch event.

2. Prepare water pitchers.

3. Welcoming guest and assist them to their tables.

4. Pour ice water for guest and collect their plate.

5. Set up table for dinner buffet.

   
   

24/5/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest during breakfast

• Communicate with guests to get their feedback on service and food.

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Wipe cutleries

   • The item will used for turnover operation.

25/5/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest during breakfast

• Being hostess for breakfast buffet

Task :

1. Welcoming guest and greeting from the entrance.

2. Get room number from guest and check from the list of guest for breakfast buffet.

3. Assist them to their table.

4. Clear dirty dishes and cutleries on guest tables.

5. Make sure the table cleared and ready for the next guest.

6. Set up table for lunch and dinner buffet.

7. Complete the side duty before going back.

   • Arrange and restock item in the side station.

8. Wipe cutleries

   • The item will used for turnover operation.

     
     

26/5/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest during breakfast

• Being hostess for breakfast buffet

Task :

1. Welcoming guest and greeting from the entrance.

2. Get room number from guest and check from the list of guest for breakfast buffet.

3. Assist them to their table.

4. Clear dirty dishes and cutleries on guest tables.

5. Make sure the table cleared and ready for the next guest.

6. Set up table for lunch and dinner buffet.

7. Complete the side duty before going back.

   • Arrange and restock item in the side station.

8. Wipe cutleries

   • The item will used for turnover operation.

14/8/2024 : Middle shift (12 PM - 9:30 PM)

Careline Task :

1. Blast KIPSU for arrivals guest.

2. Answer phone calls from in-house guests and external guests.

3. Handle guest complaints about the air conditioning not functioning.

   • Solution 1: Explain to guests that the hotel uses motion sensors for the air conditioning. They need to open the balcony door for 5 seconds, close it, and wait another 5 seconds for the air conditioning to restart.

   • Solution 2 : If the air conditioning still does not function after using Solution 1, Careline will inform the maintenance team to repair it.

4. Answer guest calls for room service orders.

5. Update the care log and record the room service orders.

   
   

15/8/2024 : Morning shift (8 AM - 5:30 PM)

Morning Task :

• Hostess at the Makan Kitchen restaurant.

  
  

Afternoon Task :

• Reception at the Spa 10.20 AM - 11:40 AM.

• Reception again at the Spa 1.00 PM - 3.30 PM.

  
  

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send information for departure and arrival guests.

3. Refer to ONQ : Check guest information.

4. Answer phone calls from in-house guests and external guests.

   • Room 3229 wants to change rooms due to a partial seaview, as they booked a full seaview room.

   • A guest called regarding the Wi-Fi facilities at the hotel.

5. Answer guest calls for room service orders.

6. Update the care log and record the room service orders.

   
   

16/8/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan kitchen restaurant hostess.

• Reception at the spa around 10.30 AM unti 11.30 AM.

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send information for departure and arrival guests.

3. Refer to ONQ : Check guest information.

4. Answer phone calls from in-house guests and external guests.

   • For outside guests, screen call and gather guest information before transferring to another department.

5. Answer guest calls for room service orders.

6. Update the care log and record the room service orders.

   
   

17/8/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan kitchen restaurant hostess.

• Reception at the spa around 10.35 AM unti 11.35 AM.

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send message for departure and arrival guests.

3. Refer to ONQ : Check guest information.

4. Answer phone calls from in-house guests and external guests.

   • External call: Ms. Amira requested a complimentary slice of cake with the message 'Happy Birthday, Daddy

   • Open the SCM system to enter the guest request.

5. Answer guest calls for room service orders.

6. Update the care log and record the room service orders.

   
   

18/8/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan kitchen restaurant hostess.

• Reception at the spa around 10 AM until 1.30 PM.

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send message for departure guests.

3. Refer to ONQ : Check guest information.

4. Take care of the candy floss counter from 2:40 PM to 4:00 PM.

   • Make candy floss for guests with three color options: pink, orange, and green.

5. Answer phone calls from in-house guests and external guests.

   
   

1. Chinese Wedding ballroom

2. Serving guest at breakfast buffet

3. Hostess for breakfast buffet.

4. Give service to the guest while operation hours.

Task :

1. Set up table for lunch group of bride's family.

2. Folding napkin for cutleries on the table for lunch.

3. Welcoming guest and assist them to their table.

4. Clear dirty dishes and cutleries on guest tables.

5. Make sure the table cleared and ready for the next guest.

2/6/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest at breakfast buffet

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Afternoon briefing by all FnB manager.

• Serving guest at breakfast buffet

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Folding napkin for cutleries on the table for lunch.

4/6/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest at breakfast buffet

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Folding napkin for cutleries on the table for lunch.

5/6/2024 : OFF DAY

6/6/2024 : Morning shift (7 AM - 4:30 PM)

• Medical Leave (MC)

  
  

7/6/2024 : OFF DAY

8/6/2024 : Morning shift (7 AM - 4:30 PM)

• Medical Leave (MC)

  
  

9/6/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest at breakfast buffet

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Folding napkin for cutleries on the table for lunch.

• Serving guest during breakfast

• Communicate with guests to get their feedback on service and food.

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Wipe cutleries

   • The item will used for turnover operation

     
     

11/6/2024 OFF DAY

12/6/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest during breakfast

• Being hostess for breakfast buffet

Task :

1. Welcoming guest and greeting from the entrance.

2. Get room number from guest and check from the list of guest for breakfast buffet.

3. Assist them to their table.

4. Clear dirty dishes and cutleries on guest tables.

5. Make sure the table cleared and ready for the next guest.

6. Set up table for lunch and dinner buffet.

7. Complete the side duty before going back.

   • Arrange and restock item in the side station.

8. Wipe cutleries

   • The item will used for turnover operation.

     
     

13/6/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest during breakfast

• Being hostess for breakfast buffet

Task :

1. Welcoming guest and greeting from the entrance.

2. Get room number from guest and check from the list of guest for breakfast buffet.

3. Assist them to their table.

4. Clear dirty dishes and cutleries on guest tables.

5. Make sure the table cleared and ready for the next guest.

6. Set up table for lunch and dinner buffet.

7. Complete the side duty before going back.

   • Arrange and restock item in the side station.

8. Wipe cutleries

   • The item will used for turnover operation.

     
     

14/6/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest for lunch and dinner buffet.

• Briefing from morning and evening manager.

Task :

1. Assist the guest to the table.

2. Give the guest the menu book.

3. Taking order and repeating it.

4. Key in the order into the system.

5. Pour cold water into goblet

6. Deliver the food and beverages.

7. Get guest feedback.

8. Presenting the bill to the guest.

9. Put back the cushion cover back at station A.

   
   

15/6/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest for ala carte during lunch time

• Serving guest for ala carte and buffet for dinner.

Task :

1. Assist the guest to the table.

2. Give the guest the menu book.

3. Taking order and repeating it.

4. Key in the order into the system.

5. Pour cold water into goblet

6. Deliver the food and beverages.

7. Get guest feedback.

8. Presenting the bill to the guest.

   
   

16/6/2024 OFF DAY

• Serving guest at breakfast buffet

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Folding napkin for cutleries on the table for lunch.

18/6/2024 OFF DAY

19/6/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest at breakfast buffet

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Folding napkin for cutleries on the table for lunch.

20/6/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest at breakfast buffet

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Folding napkin for cutleries on the table for lunch.

21/6/2024 OFF DAY

22/6/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest at breakfast buffet

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Folding napkin for cutleries on the table for lunch.

23/6/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest at breakfast buffet

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Folding napkin for cutleries on the table for lunch.

• Serving guest during breakfast

• Take a moment to go through the menu.

• HTC travel group breakfast at restaurant.

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch buffet.

5. Wipe baby chair.

   
   

25/6/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest during breakfast

• Communicate with guests to get their feedback on service and food.

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Wipe cutleries

   • The item will used for turnover operation.

     
     

26/6/2024 - 27/6/2024 (OFF DAY)

28/6/2024 : Morning shift (7 AM - 4:30 PM)

• Hostess for breakfast register.

• Clean the trolley where dirty dishes are placed.

Task :

1. Welcoming guest and assist them to their table.

2. After breakfast, collect food tags in each section of the buffet.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch buffet.

   
   

29/6/2024 : Morning shift (7 AM - 4:30 PM)

• Hostess for morning breakfast.

Task :

1. Welcoming guest and assist them to their table.

2. After breakfast, collect food tags in each section of the buffet and wipe baby chair of each dining area.

3. Make sure the table cleared and ready for the next guest.

4. Set up the table for the lunch buffet and collect all chair covers to bring to the laundry.

5. Continue wiping 7 trolleys of bowls, dinner plates, dessert plates, and cutlery.

   
   

30/6/2024 : Morning shift (7 AM - 4:30 PM)

• Hostess for morning breakfast.

Task :

1. Welcoming guest and assist them to their table.

2. After breakfast, collect food tags in each section of the buffet and wipe baby chair of each dining area.

3. Make sure the table cleared and ready for the next guest.

• Serving guest at breakfast buffet

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch and dinner buffet.

5. Folding napkin for cutleries on the table for lunch.

   
   

28/5/2024 : Morning shift (7 AM - 4:30 PM)

• Hostess for breakfast register

• Clean the trolley where dirty dishes are placed.

Task :

1. Welcoming guest and assist them to their table.

2. After breakfast, collect food tags in each section of the buffet.

3. Make sure the table cleared and ready for the next guest.

4. Set up table for lunch buffet.

   
   

Task during Lunch (BNM Group):

1. Wipe the goblets for the lunch event.

2. Welcoming guest and assist them to their tables.

3. Pour ice water for guest and collect their plate.

4. Set up table for dinner buffet.

5. Complete side duty.

   • Refill and wipe sugar bowl.

   
   

29/5/2024 - 30/5/2024 (OFF DAY)

31/5/2024 : Morning shift (7 AM - 4:30 PM)

• Serving guest at breakfast buffet

• Hostess for breakfast buffet.

Task :

1. Welcoming guest and assist them to their table.

2. Clear dirty dishes and cutleries on guest tables.

3. Make sure the table cleared and ready for the next guest.

4. Make a last call for the end of the breakfast buffet.

5. Set up table for lunch and dinner buffet.

6. Folding napkin for cutleries on the table for lunch.

7. Complete side duty

   • Wash the flower pot and change the water in it.

• EMERGENCY LEAVE

  
  

2/7/2024 : Morning shift (9 AM - 6:30 PM)

Report to the new department.

• The Front Office Manager is assigned to the Careline department.

Tasks:

1. The Supervisor will provide product knowledge about the job scope in Careline operations.

2. The Person in Charge will give a tour around the hotel to learn product knowledge, especially regarding the different room types in the hotel.

   
   

3/7/2024 : Morning shift (9 AM - 6:30 PM)

• Morning Routine:

  • Open all systems before the Careline begins operations.

  Tasks:

  1. Answer phone calls from in-house guests and external guests.

  2. Reply to KIPSU messages.

  3. Learn about the room types on the hotel website.

4/7/2024 - 7/7/2024 ( PUBLIC HOLIDAY AND OFF DAY)

1. Open all systems: KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. KIPSU target for the day: 150 guest departures and arrivals.

3. Answer phone calls from in-house guests and external guests.

4. Product knowledge by Kak Laila

   • Tour all the facilities available in the hotel, including the kids' club, gym, restaurant, pool, rooms, spa, and beach area.

5. Answer guest calls for room service orders.

   
   

9/7/2024 : Middle shift (12 PM - 9.30 PM)

1. Open all systems: KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. KIPSU target for the day: 100 guest departures and arrivals.

3. Answer phone calls from in-house guests and external guests.

   • A guest requests amenities.

   • An external guest asks about the hotel's facilities and room rates.

4. Answer guest calls for room service orders.

   
   

10/7/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan Kitchen restaurant Hostess.

  
  

Careline task

1. Open all systems: KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Answer phone calls from in-house guests and external guests.

   • Take reservations for dinner.

   • Transfer calls to another department as requested by an external guest.

   • Handle guest requests for a complimentary slice of cake and simple swan towel decoration in the room for a birthday or anniversary.

3. Update the care log before the end of your shift.

   
   

11/7/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan Kitchen restaurant Hostess.

  
  

Careline task

1. Open all systems: KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Answer phone calls from in-house guests and external guests.

   • Inform guests that children under 5 years of age do not need to pay for the buffet breakfast as per the hotel's policy.

3. Answer guest calls for room service orders.

4. Update the care log and record the room service orders.

12/7/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan Kitchen restaurant hostess.

  
  

Careline Product Knowledge

1. Extra beds can only be accommodated in Family Rooms and Suites.

2. Sofa Bed Setup:

   • RM 160 (Sofa bed setup with third-person amenities)

   • RM 180 (Sofa bed setup with third-person amenities and breakfast)

3. Minimum Deposit for Check-In: RM 200

4. Sea View Room Types:

   • Partial Sea View

   • High Floor Sea View

   • Executive Sea View

     
     

13/7/2024 - 14/7/2024 (OFF DAY)

1. Open all systems: KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU guest departures and arrivals.

3. Answer phone calls from in-house guests and external guests.

4. Handle guest complaints about flies.

5. Answer guest calls for room service orders.

6. Update carelog and record of room service order.

   
   

16/7/2024 : Middle shift ( 12 PM - 9:30 PM)

1. Open all systems: KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU target for the day: 100 guest departures and arrivals.

3. Handle guest complaints:

   • No hot water in the room (resolved by the engineering team)

   • Room not made up (resolved by the housekeeping team)

4. Answer phone calls from both in-house and external guests.

5. Answer guest calls for room service orders.

6. Update the care log and record room service orders.

   
   

17/7/2024 : Middle shift ( 12 PM - 9:30 PM)

1. Open all systems: KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. KIPSU target for the day: 70 guest departures and arrivals.

3. Answer phone calls from in-house guests and external guests.

4. Answer guest calls for room service orders.

   
   

18/7/2024 - 21/7/2024 ( PUBLIC HOLIDAY AND OFF DAY)

1. Open all systems: KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. KIPSU target for the day: 70 guest departures and arrivals.

3. Answer phone calls from in-house guests and external guests.

   • VD: Room is ready in the system.

   • SBL: Safe box is locked; it can be opened by the front office staff.

   • Complimentary for guests: 1 slice of cake and simple swan towel decoration, handled by the housekeeping department.

   • For heavy decoration, guests need to hire an outside planner.

4. Answer guest calls for room service orders.

5. Update carelog and record of room service order.

   
   

23/7/2024 : Middle shift (12 PM - 9:30 PM)

1. Open all systems: KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU guest departures and arrivals.

3. Answer phone calls from in-house guests and external guests.

   • Handle guest complaints about flies.

   • Handle guest complaints about monkeys.

   • Manage lost and found items for both in-house and departing guests who left their belongings.

4. Answer guest calls for room service orders.

5. Update carelog and record of room service order.

   
   

24/7/2024 : Middle shift (12 PM - 9:30 PM)

1. Open all systems: KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. KIPSU target for the day: 70 guest departures and arrivals.

3. Answer phone calls from in-house guests and external guests.

   • Issue on Aircond : hotel used moisture sensor at the balcony door.

   • Solution: Guests should open the balcony door wide for 5 seconds, then close it and wait another 5 seconds. The air conditioning will turn back on.

4. Answer guest calls for room service orders.

5. Update carelog and record of room service order.

   
   

25/7/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan Kitchen restaurant Hostess.

  
  

Careline task

1. Open all systems: KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Answer phone calls from in-house guests and external guests.

   • Government rate: 15% off, available through the special rate on the website.

   • For reservations, guests can call the hotel’s in-house reservation center directly.

   • The hotel also provides EV charging.

3. Answer guest calls for room service orders.

4. Update the care log and record the room service orders.

   
   

26/7/2024 - 28/7/2024 ( OFF DAY AND PUBLIC HOLIDAY)

30/7/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan Kitchen restaurant Hostess.

  
  

Careline task

1. Open all systems: KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Answer phone calls from in-house guests and external guests.

   • Inform guests that children under 5 years of age do not need to pay for the buffet breakfast as per the hotel's policy.

   • The room can accommodate 2 adults and 1 child.

3. Answer guest calls for room service orders.

4. Update the care log and record the room service orders.

   
   

31/7/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan Kitchen restaurant Hostess.

  
  

Careline task

1. Open all systems: KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Answer phone calls from in-house guests and external guests.

   • Government rate: 15% off, available through the special rate on the website.

   • For reservations, guests can call the hotel’s in-house reservation center directly.

   • The hotel also provides EV charging.

3. Answer guest calls for room service orders.

4. Update the care log and record the room service orders.

Morning task

• Makan Kitchen restaurant Hostess.

  
  

Careline task

1. Open all systems: KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Answer phone calls from in-house guests and external guests.

   • For outside guests, screen call and gather guest information before transferring to another department.

   • Laundry service charges vary depending on the type of clothing.

3. Answer guest calls for room service orders.

4. Update the care log and record the room service orders.

2/8/2024 - 3/8/2024 (OFF DAY)

4/8/2024 : Middle shift (1:30 PM - 11 PM)

Careline Task :

1. KIPSU target for the day: 150 guest departures and arrivals.

2. Answer phone calls from in-house guests and external guests.

   • Connecting Room: Guests need to choose 1 King Executive Sea View room with a balcony and 1 Twin Single Bed Executive Sea View room with a balcony (subject to availability).

   • Alternative Option: If a connecting room is not available, the front desk can arrange side-by-side rooms on the same floor.

3. Answer guest calls for room service orders.

4. Update the care log and record the room service orders.

8/8/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan kitchen restaurant hostess.

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send information for departure and arrival guests.

3. Refer to ONQ : Check guest information.

4. Answer phone calls from in-house guests and external guests.

   • For outside guests, screen call and gather guest information before transferring to another department.

   • For outside guests, transfer the call to in-house reservations if they want to book a room.

5. Handle guest complaint.

6. Answer guest calls for room service orders.

7. Update the care log and record the room service orders.

   
   

9/8/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan kitchen restaurant hostess.

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send information for departure and arrival guests.

3. Refer to ONQ : Check guest information.

4. Answer phone calls from in-house guests and external guests.

   • For outside guests, screen call and gather guest information before transferring to another department.

5. Handle guest complaint through KIPSU.

6. Answer guest calls to change rooms for various reasons:

   • The room they booked is a Seaview, but they received a room with only a partial Seaview.

7. Update the care log and record the room service order.

   
   

10/8/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan kitchen restaurant hostess.

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send information for departure and arrival guests.

3. Refer to ONQ : Check guest information.

4. Answer phone calls from in-house guests and external guests.

   • Mr. Akmal, Room 3331 wants to extend his stay and has already informed reception of the request.

5. Handle guest complaint.

6. Update the care log and record the room service orders.

   
   

11/8/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan kitchen restaurant hostess.

Afternoon Task

• Reception at the spa from 3:00 PM to 4:40 PM.

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send information for departure and arrival guests.

3. Refer to ONQ : Check guest information.

4. Answer phone calls from in-house guests and external guests.

   • For outside guests, screen call and gather guest information before transferring to another department.

5. Handle guest complaint through KIPSU.

6. Answer guest calls for room service orders.

7. Update the care log and record the room service order.

21/8/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan kitchen restaurant hostess.

Careline task

1. Open all systems : KIPSU, ONQ, hotel website, WhatsApp Web, and answer call draft for an issue in Word.

2. Blast KIPSU : Send message for departure and arrival guests.

3. Refer to ONQ : Check guest information.

4. Answer phone calls from in-house guests and external guests.

   • Guest requested a late checkout at around 1 PM.

   • Note the request in the ONQ system under the departure time.

5. Answer guest calls for room service orders

   • Inform the guest that the estimated wait time for their food is approximately 30 to 45 minutes.

6. Update the care log and record the room service orders.

   
   

22/8/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan kitchen restaurant hostess.

Careline task

1. Open all systems : KIPSU, ONQ, hotel website, WhatsApp Web, and answer call draft for an issue in Word.

2. Blast KIPSU : Send message for departure and arrival guests.

3. Refer to ONQ : Check guest information.

4. Answer phone calls from external guests.

   • For advance purchase bookings, the payment will be automatically deducted from guest bank card three days before arrival date.

5. Additionally, if guest have booked an Executive Room or a Suite, they will have access to our Executive Lounge.

   
   

23/8/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan kitchen restaurant hostess.

Careline task

1. Open all systems : KIPSU, ONQ, hotel website, WhatsApp Web, and answer call draft for an issue in Word.

2. Blast KIPSU : Send message for departure and arrival guests.

3. Refer to ONQ : Check guest information.

4. Answer phone calls from in-house guests and external guests.

   • Guest requested a late checkout at around 12.30 PM and 1 PM.

   • Note the request in the ONQ system under the departure time.

5. Report to maintenance team about sink clogged.

6. Update the care log and record the room service orders.

   
   

24/8/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan kitchen restaurant hostess.

Careline task

1. Open all systems : KIPSU, ONQ, hotel website, WhatsApp Web, and answer call draft for an issue in Word.

2. Blast KIPSU : Send message for departure and arrival guests.

3. Refer to ONQ : Check guest information.

4. Answer phone calls from in-house guests and external guests.

5. Guest requested luggage delivery with luggage tag #35047.

6. Prepare fire order for guest rooms 3423, 1402, and 1306.

7. Guest requested a baby cot.

8. Update the care log and record the room service orders.

   
   

25/8/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan kitchen restaurant hostess.

Careline task

1. Open all systems : KIPSU, ONQ, hotel website, WhatsApp Web, and answer call draft for an issue in Word.

2. Blast KIPSU : Send message for departure guests.

3. Refer to ONQ : Update the late checkout request made by the guest in the system.

4. Answer guest calls for room service orders.

   • Inform the guest that the estimated wait time for their food is approximately 30 to 45 minutes.

5. Update the care log and record the room service orders.

28/8/2024 : Middle shift (12 PM - 9:30 PM)

1. Blast KIPSU : Send message for arrival guests.

2. Answer the guest's call and assist with their request for extra amenities in their room. Confirm the specific items they need and arrange for prompt delivery.

3. Answer guest calls for room service orders

   • Inform the guest that the estimated wait time for their food is approximately 30 to 45 minutes.

4. Update the care log and record the room service orders.

   
   

29/8/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan kitchen restaurant hostess

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send information for departure guests.

3. Handle guest complaint.

   • The guest reported flies in their room. The housekeeping team has assisted the guest with this issue.

4. Answer guest calls for room service orders.

5. Update the care log and record the room service orders.

   
   

30/8/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan kitchen restaurant hostess

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send information for departure guests.

3. Answer phone calls from external guests.

   • Ms. Farah has informed us of her late arrival at the hotel, expected around 12 AM.

   • Ms. Aina has requested a complimentary 1 slice of cake with 'Happy Anniversary' written on it.

4. Handle guest complaint.

5. Answer guest calls for room service orders.

6. Update the care log and record the room service orders.

   
   

31/8/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan kitchen restaurant hostess

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send information for departure guests.

3. Reserve a table for Mr. Nik at the dinner buffet at Makan Kitchen restaurant for around 8 PM.

4. Answer guest calls for room service orders.

5. Update the care log and record the room service orders.

   
   

Morning task

• Makan kitchen restaurant hostess

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send information for departure and arrival guests.

3. Refer to ONQ : Check guest information.

4. Answer phone calls from in-house guests and external guests.

   • For outside guests, screen call and gather guest information before transferring to another department.

5. Handle guest complaint.

6. Answer guest calls for room service orders.

7. Update the care log and record the room service orders.

2/9/2024 - 4/9/2024 (OFF DAY AND PUBLIC HOLIDAY)

5/9/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan Kitchen restaurant hostess

  
  

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send information for departure and arrival guests.

3. Refer to ONQ : Check guest information.

4. Answer phone calls from in-house guests and external guests.

   • Theme Park : Only in-house guests can use the facilities.

   • Gym : Open 24 hours.

   • Kids' Club : Socks are compulsory, and only in-house guests can enter.

5. Handle guest complaint.

   • Air Conditioning Not Functioning: Resolved by the engineering team.

6. Answer guest calls for room service orders.

7. Update the care log and record the room service orders.

   
   

6/9/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan Kitchen restaurant hostess

  
  

Careline task

• Open all systems: KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

• Answer phone calls from in-house guests and external guests.

  • For outside guests, screen call and gather guest information before transferring to another department.

  • Per room, the maximum allowance is 4 mineral waters, 2 towels, and 2 of each type of amenities per day.

• Reception at SPA : Manage the reception area at the spa.

• Reservation Department : Assist by entering receipts into the system.

• Candy Floss Counter : Take care of the candy floss counter.

• Room Service Orders : Answer guest calls for room service orders.

  • Ice Bucket Charge : RM 5.

• Update the care log and record the room service orders.

  
  

7/9/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan Kitchen restaurant Hostess.

  
  

Careline task

1. Open all systems: KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Answer phone calls from in-house guests and external guests.

   • Ice Pack : Guest requested that their blue ice pack, kept in the front office freezer (luggage tag: 35673), be sent to them.

   • Trolley Request : Guest requested a trolley to move their luggage down for check-out.

3. Answer guest calls for room service orders.

   • Guest requested a Hawaii pizza but asked to substitute turkey with pepperoni.

4. Update the care log and record the room service orders.

   
   

8/9/2024 : Morning shift (8 AM - 5:30 PM)

Morning task

• Makan Kitchen restaurant Hostess.

  
  

Careline task

1. Open all systems: KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Answer phone calls from in-house guests and external guests.

   • Ms Amira request early check in around 1.30 PM.

3. Answer guest calls for room service orders.

4. Update the care log and record the room service orders.

11/9/2024 : Morning shift (8AM - 5.30 PM)

Morning task

• Makan kitchen restaurant hostess

Careline task

1. Blast KIPSU : Send information for departure guests.

2. Answer phone calls from external guests.

   • Guest requested a complimentary 1 slice of cake with 'Happy Birthday Daddy' written on it.

3. Handle guest complaint.

   • A monkey entered the guest's room. The security and housekeeping teams have assisted the guest with this issue.

4. Update the care log and record the room service orders.

   
   

12/9/2024 : Morning shift (8AM - 5.30 PM)

Morning task

• Makan kitchen restaurant hostess

Careline task

1. Answer phone calls from in-house guests and external guest.

   • Guest request baby cot.

   • Guest requested a complimentary 1 slice of cake with 'Happy Birthday Ayah' written on it and simple swan towel decoration.

   • RN2311 Safe box locked. Front office team has assist the guest with the issue.

2. Lost and found: Green wallet RN3316.

3. Answer guest calls for room service orders.

4. Update the care log and record the room service orders.

   
   

13/9/2024 : Middle shift (12PM - 9.30 PM)

Careline task

1. Blast KIPSU : Send information for arrival guests.

2. Answer phone calls from in-house guests.

   • Guest requested five sets of cutleries.

   • Guest requested the delivery of extra amenities to their room.

3. Handle guest complaint.

   • No hot water in the room.

   • Guest mention there is a bad smell in the bathroom.

4. Answer guest calls for room service orders.

   • Inform the guest that the estimated wait time for their food is approximately 30 to 45 minutes.

5. Update the care log and record the room service orders.

   
   

14/9/2024 : Morning shift (8AM - 5.30 PM)

Morning task

• Makan kitchen restaurant hostess

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send information for departure and arrival guests.

3. Refer to ONQ : Check guest information.

4. Answer phone calls from in-house guests and external guests.

   • For outside guests, screen call and gather guest information before transferring to another department.

5. Handle guest complaint.

6. Answer guest calls for room service orders.

7. Update the care log and record the room service orders.

   
   

15/9/2024 : Morning shift (8AM - 5.30 PM)

Morning task

• Makan kitchen restaurant hostess

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send information for departure.

3. Answer phone calls from in-house guests and external guests.

   • The guest left the key card inside the room.

   • Safe box locked. Housekeeping team have assisted the guest with the issue.

Careline Task :

1. Blast KIPSU for arrivals guest.

2. Answer phone calls from in-house guests and external guests.

   • Guest requested a complimentary slice of cake with 'Happy Birthday' written on it

3. Handle guest complaints about the toilet not functioning.

   • Inform the maintenance team to repair it.

4. Answer guest calls for room service orders.

   • Inform the guest that the estimated wait time for their food is approximately 30 to 45 minutes.

5. Update the care log and record the room service orders.

   
   

17/09/24 : Middle shift (12PM - 9.30PM)

Careline Task :

1. Blast KIPSU for arrivals guest.

2. Answer phone calls from in-house guests.

   • Guest requested a wake-up call between 6:30PM and 6:45 PM.

3. Handle guest complaints.

   • There is no cold water in the bathroom.

4. Answer guest calls for room service orders.

   • Inform the guest that the estimated wait time for their food is approximately 30 to 45 minutes.

5. Update the care log and record the room service orders.

   
   

18/09/24 : Morning shift (8AM- 5.30PM)

Morning Task :

• Hostess at the Makan Kitchen restaurant.

• Reception at the Spa 10.20AM - 11:40AM.

  
  

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send information for departure.

3. Answer phone calls from in-house guests.

4. Make a booking for the karaoke room for Ms. Laila (RN3333) for 6 pax for 1 hour.

5. Handle guest complaint about the air conditioning not functioning.

   • Solution 1: Explain to guests that the hotel uses motion sensors for the air conditioning. They need to open the balcony door for 5 seconds, close it, and wait another 5 seconds for the air conditioning to restart.

   • Solution 2: If the air conditioning still does not function after using Solution 1, Careline will inform the maintenance team to repair it.

6. Answer guest calls for room service orders.

7. Update the care log and record the room service orders.

   
   

19/09/24 : Middle shift (1PM - 10.30PM)

Careline Task :

1. Blast KIPSU for arrivals guest.

2. Answer phone calls from in-house guests and external guests.

   • Safe box locked. Front office team have assist the guest with the issue.

3. Handle guest complaints.

   • There is no cold water in the bathroom.

   • Inform the maintenance team to repair it.

4. Answer guest calls for room service orders.

   • Inform the guest that the estimated wait time for their food is approximately 30 to 45 minutes.

5. Update the care log and record the room service orders.

   
   

20/09/24 : Middle shift (1PM - 10.30PM)

Careline Task :

1. Blast KIPSU for arrivals guest.

2. Answer phone calls from in-house guests and external guests.

   • Key card left inside the room. Front office team have assist the guest with the issue.

3. Handle guest complaints about the sink clogged.

   • Inform the maintenance team to repair it.

4. Answer guest calls for room service orders.

   • Inform the guest that the estimated wait time for their food is approximately 30 to 45 minutes.

5. Update the care log and record the room service orders.

   
   

21/09/24 - 22/09/24 (OFF DAY)

Morning Task :

• Hostess at the Makan Kitchen restaurant.

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send information for departure.

3. Answer phone calls from in-house.

   • Guest requested a late checkout at around 1 PM.

   • Note this request in the ONQ system under the departure time.

4. Answer guest calls for room service orders.

5. Update the care log and record the room service orders.

   
   

24/09/24 : Morning shift (8AM - 5.30PM)

Morning Task :

• Hostess at the Makan Kitchen restaurant.

• Reception at the Spa 11.20AM - 1:40PM.

Careline task

1. Blast KIPSU : Send information for departure.

2. Answer phone calls from in-house.

3. Answer guest calls for room service orders.

4. Update the care log and record the room service orders.

   
   

25/09/24 : Morning shift (8AM - 5.30PM)

Morning Task :

• Hostess at the Makan Kitchen restaurant.

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send information for departure.

3. Answer phone calls from in-house.

   • Luggage Up for checkout.

4. Assisting with auditions for talent at the staff party performance.

   
   

26/09/24 : Morning shift (8AM - 5.30PM)

Morning Task :

• Hostess at the Makan Kitchen restaurant.

Careline task

1. Open all systems : KIPSU, ONQ, the hotel website, WhatsApp Web, and draft the issue in Word.

2. Blast KIPSU : Send information for departure.

3. Answer phone calls from in-house.

   • Guest requested a late checkout at around 1 PM.

   • Note this request in the ONQ system under the departure time.

4. Answer guest calls for room service orders.

5. Update the care log and record the room service orders.

   
   

27/09/24 - 30/09/24 (PUBLIC HOLIDAY & OFF DAY)