• IC NUMBER: 001003141920

• MATRIC NUMBER: 282014

• COURSE: BACHELOR OF TOURISM

• EMAIL: deviaggrawal@gmail.com

• INTERNSHIP: MINGLE MANOR HOSTELS

• DESIGNATION: ASSISTANT MANAGER FRONT DESK

• OPERATION MANAGER: S.GAYATHRI

• UUM SUPERVISOR: Johan Afendi Bin Ibrahim

^{Though it feels like a dream (despite all the odds) i am finally here reporting my first day as intern at one of Mingle Manor Hostels which is Mingle Chinatown Hostel. I would practicing as assistant manager of front desk and i would also be supervised by my operation manager Miss Gayathri.}

Through out the week i was scheduled with below activities:

• Attended orientation sessions led by the HR department.

• Learned about the organizational structure, mission, and vision.

• Observed hotel operations, including front desk procedures and housekeeping management.

• Completed basic training on reservation systems which was Cloudbed system

  Tuesday

• Familiarized with guest management software.

• Improved communication skills during introductions with colleagues and supervisors.

• They gave me access to my own cloudbed account to proceed with check in and check out process

• Explained to me about the registration process.

  Wednesday

• Shadowed the front desk team during check-ins and check-outs.

• Assisted guests with inquiries and events

• Learned the basics of handling cash and credit transactions securely.

• I was also introduced to they key card system for the doors and the set up process

  Thursday

• Greeted guests and provided them with personalized assistance during check-ins.

• Managed bookings and room assignments using specific software which is Cloudbeds.

• Coordinated with housekeeping and maintenance teams to address guest concerns.

• Learned how manage housekeeping form during check out process

  Friday

  Sunday blues and i am back at work for interning. Todays task list and job list was the similar

• I was guided by my own self in morning shift to handle check outs and reservation extension.

• I learned to communicate with guests and reply enquiries.

• Furthermore, i had the chance to explore the reservation system.

• First of all i was scheduled on morning shift which was from 7.30am to 5.30 pm

• Every shift has each report by the front desk staff.

• There were basically 3 shifts which is morning, noon and the night shift.

• I was taking over from the night shift and i was responsible to check the report before starting my shift.

• The report included the deposit, cash and card payment, towel count, beer count and also cash float

• As morning shift staff my main duty for the day was check out process.

• I also have learned how to guide guest to airports and main spots in Kuala Lumpur

• Through out the noon i helped and learned check in process by shadowing a senior staff.

• I was also getting to know the type of room and beds they had.

• I was also focusing and updating online log book.

  Tuesday🏢💪

• The morning started fine with guiding guests and checking out process.

• Today my supervisor explained in detail the type of room and the price for each room.

• Example of rooms were mixed dormitory with shared bathroom, double oft room with shared bathroom , twin loft with shared bathroom, double deluxe private room, single capsule room, twin bunk in a mixed dorm, female dorm, double room with private bathroom and attic dorm

• He has also taught me there was 3 main online platform that connects all the reservations.

• It was booking.com, agoda, and very new platform i got to knew was hostelworld.

• While time passes i was given time to update my online log book.

• I have also learned how to check in guest according to the process

  Wednesday

• For todays intern special i am officially checking guest in using the system and it made me so nervous

  The steps are :

• Checking guest name with passport and in the system.

• Making sure which platform they have booked through.

• If the guest made booking through booking.com no room payment should be collected but if its through hostelworld the room payment should be collected by card since Mingle hostels are cashless.

• Other than that, there is also a deposit for key card which is rm20.00 by cash.

• Private rooms are provided with free towel

• Besides that there is a rental that should be added on the system as well

  Thursday

• For today i was just brushing up my skills on the checking in and the checkout process.

• I also learned to multitask and on the same time to create conversation with the guest while doing the check in .

• During the check in we are also required to promote the activities organized by the hostel.

• We are also responsible for informing guests about the house rules and the basic information.

  Friday

• Shadowed the front desk team during check-ins and check-outs.

• Assisted guests with inquiries and complaints, ensuring high-quality service.

• Learned the basics of handling cash and credit transactions securely.

• I have had time to update my log book.

Sunday

• Training on reservation systems.

• Assisting with guest check-ins and check-outs.

• Handling guest inquiries and complaints.

• I was practicing my communication with guests and being more confidence.

• Shadowing supervisor on front desk management

  Monday

• I was slowly adapted to the property management system.

• I have been asking about the systems to get to know more.

• Regularly update room status in the property management system (PMS).

• Inform housekeeping or maintenance of any immediate issues.

  Tuesdays

• For the day, i was assigned to check room after it was cleaned by housekeeping team.

• I was informed it very important to check every angle of the room.

• Example bedsheet stains, rubbish bin, pillow case, dust and more.

• Confirm the room is clean, stocked, and ready for occupancy.

  Wednesday

• For today i was still focusing on front desk and the room checking.

• I also learned we could the turn the ac on few hours earlier for private room to create a calm environment.

• Check amenities (AC, TV, lights, minibar, etc.) are functioning.

• Report any discrepancies or issues to housekeeping or maintenance immediately.

  Thursday

• Ensure guest requests like extra towels, water bottles and many more are fulfilled.

• Verify room status updates are accurately reflected in the system.

• Confirm the room is vacated and inspect for damages or left belongings.

• Notify housekeeping to clean and prepare the room for the next guest.

  Friday

• For guests awaiting rooms, provide status updates and estimated readiness times.

• If a room is unoccupied but items are left behind, follow protocols for handling guest belongings.

• Maintain a friendly, professional demeanor while addressing guest inquiries about room readiness.

Sunday Morning💕🌄

• Observing kitchen and dining area operations.

• Assisting in table setting, serving, and clearing.

• Learning about menu planning and dietary considerations.

• I have also helped on their menu planning

• For the sunday morning i was the in-charge for the free coffee session for guests.

• Our hostel has also sister cafe right downstairs which is very strategic and to boost up occupancy in hostel

• My task was to print out the name list of in house guests and guide them to the cafe.

• i was also given duty to explain about the free coffee policy as in the free coffee is americano and if guests are interested in other milk coffee like cappuccino there would be a charges of RM 5.00

• Through out the afternoon i helped with room check in and check out.

• I updated my log book as well.

Today my task list is to learn how to create new reservation for guest if they are extending

• Log In to Cloudbeds: First of all i accessed my Ccoudbeds dashboard using the credentials.

• Access the Booking Section: i have navigated to the "Reservations" or "Booking" section in the dashboard.

• Create a New Reservation: Then click on the option to create a new reservation.

• Enter Guest Details: We must fill in the guest information such as name, contact details, and payment information.

• Select Dates and Room Type: Later on choose the check-in and check-out dates and select the desired room type.

• Check Availability: I ensured that the selected dates and room type are available.

• Confirm the Reservation: We must review all details and confirm the reservation. This may include saving or sending a confirmation to the guest.

• Payment Processing: If required, process any payment or deposit necessary to secure the booking.

• Finalize: Once everything is completed, finalize the reservation, and it should appear in your reservation list.

• I was still brushing my skills to create new reservations according to the same room type

• Focusing on check in and check outs.

• Had brief talk about upcoming tasks with senior staff to learn more.

• Had time to update padlet during free time

• Polished customer interaction and meeting customer ecpectation

• Learned how to handle high-pressure situations during peak check-in times.

• Improved communication and interpersonal skills by dealing with diverse guest needs.

• Difficulty in addressing language barriers with non-English-speaking guests.

• Managing time effectively while multitasking in a busy environment.

• Prioritized tasks and sought guidance from senior staff to manage time efficiently.

• Attended a quick internal training session on using the reservation software.

• I was also proud because my senior staff i was catching up fast with the process and said i had good potential

• Ensure special requests as an example specific room preferences, arrival time or late check in needs are noted.

As the video enjoy what are u doing is the best description.

• I was given a chance to polish my barista skills with fun and supportive co-employee.

• The theme of the cafe is aesthetic so we are allowed to non uniform attires.

• Oversee the opening and closing procedures

• Handle customer inquiries and complaints

• I was trained on checking daily sales report including the cash, card and voucher discounts for the hostel guests.

• Assist in processing payments and handling discrepancies.

• Was also helping on weekly cash closing of sale and proceeding the money to be cashed in company account.

• Monitor discounts, refunds, and voided transactions

• Record daily sales and track revenue from different payment methods as cash, credit cards, and digital payment.

• Reconcile cash registers at the end of shifts to ensure no discrepancies.

• Assisting customer on the menu about food and drinks speciallity.

• Recommending customer food according to their expectations

• Always wear a smile while serving the customer.

• Being helpful and fulfilling customer needs.

• I was assigned actually to help out with event boards and picture for three hostels

• My duty was to get the pictures ready from the shop and decorate them on the wall as mingle moments.

• Every picture shows all the good time guest were having in our hostel.

• I even prepared cute sticky notes for guest to write their opinion about the stay.

  
  

The new learning of the day:

• How to handle reservations from online platforms

• I was also was being taught how to match prices with their previous bookings.

• I have also learned about the goverment tax and tourism tax charged when guest are booking their stay.

• I also was actually focusing on arranging the reservations accordingly to the same type of room.

• It was a normal day of handling the front desk and serving the guests.

• I was also asked to help with the cafe menu designing from my manager.

• I have designed the menu using the canva and my manager really liked the outcome of it

• On this day i also went through a situation which was a guest complained the room she booked was different from what she has been checked in.

• I got quite nervous but my senior staff was there to handle the situation

• He handled situation calmly by checking the guests original reservation and what she expected.

• It was explained to her different type of room comes with different facilities and amenities.

• The guest understood the situation and requested to upgrade her to a private room

Monday (ᗒᗨᗕ)

• Greet guests with a warm welcome and ensure they feel comfortable upon arrival.

• Assist with check-in and check-out processes, ensuring accuracy in documentation.

• Update room availability status and communicate changes to housekeeping.

• Process payments, refunds, and cancellations as per the hotel’s policies.

• Maintain accurate records of guest information, reservations, and billing details.

  𝓣𝓾𝓮𝓼𝓭𝓪𝔂

• Basic understanding of the company’s core operations.

• Referred to manuals and requested additional guidance from mentors regarding the reservation system.

• Understanding the payment process and tallying the report according to the cloudbed system.

• Differentiating credit, cash, booking.com payment according to system.

  𝓦𝓮𝓭𝓷𝓮𝓼𝓭𝓪𝔂

• Ensuring room availability to avoid overbooking.com

• Arranging guest reservation according to their needs and their booking.

• Communicate with housekeeping and maintenance to ensure timely room readiness.

• Learning basic maintenance in hostel due to emergency situation like changing door battery, sudden electricity cut and cut of water supply.

  𝓣𝓱𝓾𝓻𝓼𝓭𝓪𝔂

• Manage lost and found items and ensure proper documentation and storage.

• I was taught there is specific book record for lost and found item

• The book contains the record of what item has been found, room number, found by who and the date.

• The process is to record the lost and found if its not being retrieved by 2 weeks it would be disposed.

• Was also multi tasking handing the front desk checking in and guest enquiries.

• Was spending time on updating log book as well

• Take high-quality photos and videos of the events.

• They had events for the whole week such as batu cave tour, pubcrawl, bar night. food hunting, waterfall tour and more.

• I was given the responsibility to handle vent posters and social media.

• I was also creating engaging content as instagram stories, reels, and posts to promote the hostel services and upcoming events.

• Greet and assist guests with a friendly attitude.

• Answer and direct phone calls.

• Respond to emails and messages promptly.

• Manage appointment schedules or meeting bookings.

• Maintain a clean and organized reception area.

  Thursday(^///^)

• Maintain bulletin boards and update with relevant information.

• Manage social media posts.

• Take and relay messages accurately.

• Provide information on hostel services or policies.

  Friday & Saturday

• OFF DAY

  Sunday(❁´◡`❁)

• Shadow senior front desk staff to learn best practices.

• Familiarize yourself with company policies and protocols.

• Attend training sessions on customer service or office technology.

• I have asked permission from my supervisor to teach me how to create accommodation in the cloudbed system.

• To create a new accommodation type in Cloudbeds PMS, i should follow these steps:

  a) Go to the Accommodations tab in your account settings.

  b)Click New Accommodation Type.

  c)Enter the accommodation title, select room type (private or dorm), and fill in details like number of units and maximum occupancy.

  d)Add a description, amenities, and upload images.

  e)Click Save and Continue.

  Tuesday(❁´◡`❁)

• Process check-outs efficiently, verifying charges and issuing receipts.

• Ask for feedback and thank guests for their stay.

• Encourage guests to leave online reviews.

• Answer questions about hostel services, facilities, and local attractions.

• Monitor room inventory and ensure proper coordination with housekeeping.

• Update reservation statuses for cancellations, early check-outs, or no-shows.

• We are suppose to email guest reminding about stay for both hostelworld and booking.com

• If guest from booking.com should wait for one day time period if the guest still do not show up the room payment should be collected.

• If it is hostelworld there would be a option of no show and we must proceed with it.

  Tuesday❤️💪

• Assist guests in modifying bookings as in date changes, room type changes.

• Process refunds or additional charges as per hostel policies.

• Ensure all bookings are accurate, including guest details, stay dates, and payment information.

• Take reservations over the online platform or in person using cloudbed.

  Wednesday:-)

• Process guest payments using cash and credit cards

• Handle deposits, refunds, and adjustments as required.

• Balance the cash drawer at the end of each shift and prepare financial reports.

• At the end of shift the reports should be tally with the cloudbed system.

  Thursday^_____^

• Generate occupancy, reservation, and revenue reports for management.

• Review daily logs and report any discrepancies to supervisors.

• Answer all calls promptly and professionally.

• Offer assistance with booking reservations or answering general questions.

  Friday & Saturday

• OFF DAY

  Sunday😶‍🌫️☀️

• Notify housekeeping of check-outs, early check-ins, or room changes.

• Ensure rooms are ready before guest arrivals.

• Proceed with smooth check in process.

• Make sure to promote hostel events and policies.

• Verify guest identity before issuing replacement keys to ensure safety.

• Identify opportunities to upsell room upgrades or premium services.

• Offer discounts or packages for extended stays or group bookings.

• Operate point-of-sale systems and credit card terminals.

• Troubleshoot payment issues and ensure secure processing of guest transactions.

  Tuesday^_____^

• Quickly resolve guest issues to ensure satisfaction.

• Balance multiple tasks, such as answering phones, checking in guests, and handling payments.

• Ensure accuracy in reservations, payments, and guest preferences.

• : Operate reservation software, payment systems, and communication tools efficiently.

  Wednesday(●'◡'●)

• During peak hours, i learned multitasking is essential. Acknowledge each person with a quick greeting to avoid frustration while serving others.

• In settings like hostels, i was always ready to provide information about nearby restaurants, attractions, or transportation options.

• Shadow senior front desk staff to learn best practices.

• Handle basic IT troubleshooting as an example printer issues, Wi-Fi assistance.

  Thursday:-)

• Note common guest inquiries and internal questions to improve response times.

• Act as a lead intern for new or incoming interns, providing training and guidance.

• Independently manage the front desk during supervisor absences.

• Maintain a professional appearance and attitude at all times.

  Friday and &Saturday OFF DAY

  Sunday

• Handle petty cash for small expenses.

• Assist in processing invoices or expense reports.

• Collect payments for events.

• I was also multitasking in replying reviews.

• Gain hands-on training on hotel inventory management systems which is excel sheet.

• Learn how to log items in the system and track inventory levels.

• Shadow experienced staff to understand how stock is stored and organized.

• Learn labeling systems and storage rules for perishable and non-perishable items.

  Tuesday^_+

• Digitize paper documents and save them in company databases.

• Organize and maintain both physical and digital files.

• Archive old records according to company policies.

  Wednesday（*＾-＾*）

• Observe inventory counts and restocking processes.

• Take notes on how to identify slow-moving, fast-moving, and obsolete inventory.

• Review past inventory reports for insights on usage trends.

  Thursday(✿◡‿◡)

• Assist in receiving stock deliveries.

• Verify delivery notes and check items for damage or discrepancies.

• Log received items in the inventory system.

• Document standard operating procedures (SOPs) for inventory management tasks.

  Friday & Saturday Off Day

  Sunday(●ˇ∀ˇ●)

• Today during work time i had free time to update log book

• I was also learning how to do purchasing list with senior staff.

• I learnt about important housekeeping items that always be stocked up.

  
  

• Track frequently used office supplies as i example paper, pens, ink.

• Identify items running low and update the purchasing list.

• Draft purchase orders using excel forms based on approved items.

• Submit them to manager for approval.

• Verify that received items match the order and are in good condition.

• Cross-check invoices with purchase orders and received items.

• Submit invoices to finance for payment

• Everyday sales should tally at the end of the day report

• I was incharge of tracking and updating the sales of beer.

• Was also responsible for beer inventory.

• Before the stock runs out must always update manager to stock in the beers

• I was called out to meet my manager before starting my shift to have a meeting with her.

• We talked about my performance through the internship months

• She gave her feedback and ideas to brush my skills.

• I was also formally offered a position as the front desk assistant manager at one of the hostels.

• The best way to end an internship

  Tuesday

• Completed a key project and presented it to the team.

• Received feedback and made final adjustments.

• Documented my work for future reference.

  Wednesday

• Wrote a summary report of my internship experience.

• Documented best practices and personal growth.

• Received appreciation for contributions to the team

  Thursday

• I thanked my supervisor and colleagues for their support.

• Collected an internship certificate.

• Updated my resume and LinkedIn with internship experience.

  Friday & Saturday

• OFF DAY

  Sunday

• Improved my ability to work in a team and meet deadlines.

• Gained hands-on experience in customer service, problem solving, and handling guests.

• Developed problem-solving, communication, and technical skills.

  Monday☀️💪

• Last day of intern, its kind of feel completed of degree life.

• Officially submitted internship report and log book.