I greet to all the staffs of hotel 808 Lodge when I reached there. They are very friendly and give me a warm welcome to join their team. First of all, the manager, Madam Lau Su Li, told me that they will not provide uniform for part-time employee because they have no stock of uniform but she required me to follow the dress code of casual smart. My working hours is start from 9am until 5pm. 

After that, Madam Lau also introduced all the staffs including her, and their scope of personal job. The top of the organization chart is Mr. Law Meng Lai, as Director Manager, follow by the manager, Madam Lau Su Li. The director manager and the manager are responsible for all the rules and regulations of the hotel and the entire decision making. There are also an office admin which is Miss Lily Wong and the supervisor, Madam Ling Chuk Lee. They have 4 receptionists and housekeepers. 

Supervisor show me all the room type of the hotel and their price. The price of the room is around RM55-RM135. There have 36 rooms in the hotel. There also have many type of room, for example, 1single bed, 1 queen bed ,1 king bed and family room. From the conversation with manager, I have understand that the history of the hotel.

 Today, the supervisor told me about the safety of the hotel. Every hotel need to install and prepare the safety equipment such as fire extinguisher and also the emergency door for the customers and staff to prevent any dangerous. This can guarantee the safety of the customer that staying in the hotel.

  Supervisor also shows me the escape routes and the emergency door. The supervisor asks me to memorise the escape routes to ensure that we can help the customer during emergency.  There have 2 emergency doors in the hotel. The hotel also provided smoking area for the convenience of customers for smoke and there are fire extinguishers aside to prevent any emergency happen.

She also teaches me how to use the fire extinguishers follow step by step. She explains all the instructions that needed for me before, after and when using the fire extinguishers. Pull (Pin) Pull pin at the top of the extinguisher, breaking the seal. Then, approach the fire standing at a safe distance and squeeze the handles together to discharge the extinguishing agent inside. Lastly sweep toward the direction of fire.

  The supervisor also justified the skills required to be a receptionist to me. As a good receptionist, firstly, I must have excellent communication skills that included written and spoken. I also required having IT skills to work with computerised booking and payment system. However, the most important thing is that a receptionist must able to stay calm, patient and tact when dealing with several things at once.

  All of these can help me to become a expert receptionist who can perform well and give the best services to the customers.

 The housekeeper, Kak Aziz, show me the all the procedure of cleaning room. She taught me patiently and details about all the steps. She also wills to answer all my questions. Firstly, she taught me to clean the toilet and then refill the shampoo and toilet paper. After that, she told me to take out the towel that has been used by customer and replace it with the new one. Then, she shows me how to pack the bed neatly and need to clean the bed first for sure. She also changes the pillow case to the new one. Lastly, she used vacuum to clean the whole room and make sure there is no dust and rubbish inside the rubbish dump.

  Housekeepers not only responsible for the cleanliness for room but also the public area and surroundings of the hotel to give a clean and comfortable feeling to the customers who staying in the hotel. Thus, I found that housekeeper is playing a very important role in the hotel because housekeeping is an ancillary department that can contributes a big way towards the overall reputation of the hotel. 

  The scope of job for an office admin is preparing regular financial and administrative reports. An office admin also responsible to in charge for all the fees that included water and electrical bills and the miscellaneous fees. Besides, miss lily also taught me the accountant work. Based on I have the account basic in Semester 1, so there is not a big problem for me to learn the accountant’s work. 

 As an office admin, IT skills is required especially the office management software such as Microsoft Office which included Microsoft Word and Microsoft Excel. I also learnt the solid knowledge of office procedures. I have been advised that to learn a good organization skills with a problem-solving attitude. Not to mention that the excellent written and verbal communication skills is needed for an office admin.

There are several ways to serve the guests. Manager has using the 5A service to serve the guests. The 5A service is Acknowledge, Address, Assist, Assure, and the last is Appreciate. Acknowledge is using eye contact and always smile with the guests. Address is greeting with the guests for example always say hello and welcome. Assist is always complete the task given efficiently. Assure is check customer satisfaction and the last is appreciated. We should always thank to guests and wish good luck for them.

  Through the customer service, I realized that communication skill is important. This is because good communication skills can avoid misunderstanding. Besides, a good customer service also can reduce problems that might happen. Based on the experiences of the staffs, they told me that the if customers know that they can voice complaints and those issues will be handled properly, they will feel more comfortable with you.

Therefore, I worked as a luggage porter today. The main job of the luggage porter is to carry the luggage of the guests to give the convenience for them and they will feel comfortable and welcome. I also suggested to the manager that they should provide a trolley in case the guests have brought a lot of luggage or big size luggage. This can help the luggage porter to carry the luggage easily.

As I know, a luggage porter must have good physical and stamina because there are many guests check in to the hotel. The manager has praised me for the new idea and they will consider it of my idea.

  At the beginning, I have little bit panic to lead my employees. However, the employees still give me support and encourage me to do a better job. All of the Employees will listen to my order and advice. They also ask some question that required the decision making. Then, i discuss with the manager to make a perfect decision. This is because I do not have any experience in a real decision making. In the discussion, I learnt that some techniques of decision making.

I feel that this job is the most challenging for me compared with before. This is because I lack of leadership skills and management skills. Through the experience of today, I think that I can handle this job with confidently if I have a chance to become a general manager of hotel.