LOCATION:RESERVATION (MIDDLE)

DATE: 11PM-7PM

WORK INVOLVED

• Attended staff briefing at 3:00 PM to receive updates from the morning shift.

• Continued handling guest phone calls, WhatsApp inquiries, and reservations via HMS.

• Managed common guest questions and minor complaints, including:

  • Wi-Fi not connecting

  • Room rate inquiries through direct calls

  • Air-conditioning not cold

  • Bathroom leaks

    
    

EQUIPMENT USED :

• HMS

• Telephone

• WhatsApp Business

RELATION TO THEORY AND PRACTICE (UMK):

• Directly related to Tourism Operations Management and Service Recovery in Hospitality.

• Handling technical issues and ensuring inter department coordination[e.g maintenance]reflects the procedures taught in UMK courses and hospitality simulations.

  
  

ISSUES:

• Air-conditioning not functioning properly (not cold).

• Other complaints about connectivity and facility quality.

  
  

SOLUTIONS:

• Politely received the complaint and recorded the issue in the maintenance logbook.

• Informed maintenance team for immediate room inspection and service.

• Updated the guest on progress and followed up to ensure resolution.

LOCATION:RESERVATION

TIME:3PM-11PM

WORK INVOLVED

• Carried out regular reservation and front office tasks.

• Answered incoming calls from guests and responded to inquiries.

• Replied to WhatsApp messages from potential and in-house guests.

• Handled room bookings and updates in HMS system.

• Continued to observe and learn procedures related to check ins, folio checks, and guest requests.

EQUIPMENT USED :

• HMS

• WhatsApp Business

• Telephone

RELATION TO THEORY AND PRACTICE(UMK):

• Relevant to Hotel Front Office Operations, Digital Communication in Tourism, and Customer Relationship Management.

• Applying communication skills and reservation knowledge learned in UMK classes directly to hotel operations.

ISSUE :None

SOLUTION: Not applicable

LOCATION:RECEPTION

TIME:7AM-3PM

WORK INVOLVED

• Worked at the reception desk, handling guest check-outs and check ins.

• Reviewed and updated guest folios to ensure accurate billing and room information.

• Gained confidence and became more skilled in using the HMS system, especially in performing guest check ins without confusion.

• At the end of the shift, prepared the drop money summary and placed it in the drop box.

• Attended the daily staff briefing at 3:00 PM to receive updates and assignments.

  
  

  EQUIPMENT USED:

  
  

• HMS

• Key card encoder

• Drop money form

• Telephone

  
  

RELATION TO THEORY AND PRACTICE (UMK):

• Related to Front Office Operations, Guest Accounting, and Customer Service in Tourism.

• Tasks such as folio management, check ins, and end of shift procedures directly reflect the theory and hands on practices learned at UMK.

  
  

ISSUES: none
SOLUTION:

LOCATION:RECEPTION

TIME:7AM-3PM

WORK INVOLVED

• Performed regular reception duties, including check-outs and check in.

• Checked the light folio to verify guest billing and expenditures.

• Prepared and submitted the drop money summary at the end of the shift.

• Participated in the 3:00 PM staff briefing for daily updates and coordination.

EQUIPMENT USED:

• HMS

• Key card system

• Reception logbook

RELATION TO THEORY AND PRACTICE(UMK):

• Related to Hotel Accounting Systems, Tourism Operations Management, and Customer Handling.

• Managing folios and attending briefings support real life skills emphasized during UMK's coursework.

  
  

ISSUES:

SOLUTION :

LOCATION:RECEPTION

TIME: 7AM-3PM

WORK INVOLVED

• Continued responsibilities at the reception, including guest check ins, check outs, and responding to inquiries.

• Reviewed the light folio to confirm guest charges and room details.

• Completed the drop money summary at the end of the shift and placed it in the drop box.

• Joined the 3:00 PM staff briefing for updates and task planning.

EQUIPMENT USED:

• HMS

• Drop money summary form

• Reception documents

RELATION TO THEORY AND PRACTICE(UMK):

• Directly linked to Hotel Operations, Guest Management, and Tourism Business Procedures.

• Practical experiences gained align with UMK lessons in managing front office and guest satisfaction.

ISSUES: None

SOLUTIONS: Not applicable

LOCATION:RECEPTION

TIME:7AM-3PM

WORK INVOLVED

• Reviewed updated room rates shared in the staff WhatsApp group to stay informed of current pricing for walk in and direct call guests.

• Assigned to the reception counter and performed routine front desk duties, including check in, check out and handling guest inquiries.

  
  

EQUIPMENT USED:

• HMS

• WhatsApp Business

• Telephone

• Key card encoder

  
  

RELATION TO THEORY AND PRACTICE(UMK):

• Related to Tourism Pricing Strategies and Hotel Front Office Management.

• Understanding dynamic pricing and updating rates reflects the real time market approach discussed in UMK hospitality courses.

• Daily tasks as receptionist connect with training simulations done in UMK labs and tourism events.

  
  

ISSUES: None
SOLUTIONS :

LOCATION:RECEPTION

TIME:7AM-3PM

WORK INVOLVED

• Assigned to the front desk as receptionist.

• Performed guest check out procedures.

• Reviewed and verified guest folio details (charges, payments, deposit).

• Assisted with guest check in process under supervision.

• Spoke with the Front Office Manager (FOM) to get personal advice and build self-confidence in handling guests and tasks.

EQUIPMENT USED:

• HMS

• Key card encoder

• Guest folio printouts

RELATION TO THEORY AND PRACTICE(UMK):

• Closely related to Front Office Operations, Customer Service Skills, and Tourism Personal Development modules.

• Reviewing folios and handling check-in/out are key practical tasks covered in UMK training.

• Guidance from a manager reflects the mentorship model often encouraged in tourism training.

ISSUES:

• Personal challenge: lack of confidence in dealing with guests and front office duties.

SOLUTIONS:

• Initiative to seek advice from the FOM.

• Applied suggestions to gradually improve communication skills and guest handling.

• Practiced with real guests while being supervised to build confidence and experience.

LOCATION:RECEPTION

DATE:7AM-3PM

WORK INVOLVED

• Performed morning front office duties, including check in, check out, and attending to guest inquiries.

• The hotel experienced a high volume of guest check ins, requiring efficient coordination and customer service.

• Despite the busyness, the shift handover was smooth and well managed by the front office team.

• Completed the drop money summary and safely deposited the funds with no issues.

  
  

EQUIPMENT USED:

• HMS

• Drop money form

• Key card encoder

RELATION TO THE THEORY AND PRACTICE (UMK):

• Closely related to Guest Handling, Front Office Management, and Tourism Customer Service.

• Managing large crowds and keeping a professional attitude reflects what was learned during simulations and service modules at UMK.

ISSUES:

• Waiting area became crowded as many guests stood and refused to sit while waiting in line to check in, which caused the reception area to feel congested and uncomfortable.

  
  

SOLUTION:

• Staff politely reminded guests to take a seat while waiting.

• Reception team worked efficiently and calmly to reduce wait time and manage guest flow.

• Maintained professionalism and guest comfort despite the crowded environment.

LOCATION:RESERVATION

TIME: 11PM-7PM

WORK INVOLVED

• Attended staff briefing to receive updates and tasks from the previous shift.

• Answered incoming phone calls from guests regarding service requests and booking inquiries.

• Provided clear information to guests about additional charges for RM5 for extra towels or other items requested

• Replied to WhatsApp messages regarding general information and room service questions.

• Used the HMS system to process bookings and update guest records.

• Took note of a guest complaint regarding the air conditioning and promptly informed the maintenance team to inspect the unit.

EQUIPMENT USED:

• Telephone system

• WhatsApp Business

• HMS (Hotel Management System)

RELATION TO THEORY AND PRACTICE(UMK):

• Revenue Awareness & Guest Transparency: Informing guests about extra charges connects with topics from Tourism Finance and Hospitality Ethics, where clear and honest communication about pricing is essential.

• Operational Coordination: Reporting technical issues like air conditioning problems is part of maintaining service quality, which links to solved the event.

• Cultural and Customer Service Values: Politely managing guest expectations and ensuring follow up on service requests mirrors what was practiced during UMK cultural events and guest handling simulations.

ISSUES OR CHALLENGES:

• No major issues occurred, but a guest reported that the air conditioning in their room was not functioning properly.

SOLUTIONS:

• I contacted the maintenance department immediately and logged the issue for follow up.

• Assured them the issue would be checked as soon as possible.

• Followed up with maintenance to confirm the status before the end of the shift.

LOCATION:RESERVATION

TIME: 11PM-7PM

WORK INVOLVED

• Attended staff briefing to receive updates and tasks from the previous shift.

• Answered incoming phone calls from guests regarding service requests and booking inquiries.

• Provided clear information to guests about additional charges.

• Replied to WhatsApp messages regarding general information and room service questions.

• Used the HMS system to process bookings and update guest records.

• Took note of a guest complaint

  
  

EQUIPMENT USED:

• Telephone system

• WhatsApp Business

• HMS (Hotel Management System)

RELATION TO THEORY AND PRACTICE(UMK)

• Revenue Awareness & Guest Transparency: Informing guests about extra charges connects with topics from Tourism Finance and Hospitality Ethics, where clear and honest communication about pricing is essential.

  
  

• Cultural and Customer Service Values: Politely managing guest expectations and ensuring follow up on service requests mirrors what was practiced during UMK cultural events and guest handling simulations.

ISSUES OR CHALLENGES:

• No major issues occurred, but a guest reported that the air conditioning or other facilities in their room was not functioning properly.

SOLUTIONS:

• I contacted the maintenance department immediately and logged the issue for follow up.

• Assured them the issue would be checked as soon as possible.

  
  

• Followed up with maintenance to confirm the status before the end of the shift.

LOCATION:RESERVATION

TIME: 11PM-7PM

WORK INVOLVED:

• Attended staff briefing to receive updates and tasks from the previous shift in 3pm.

• Answered incoming phone calls from guests regarding service requests and booking inquiries.

• Provided clear information to guests about additional charges .

• Replied to WhatsApp messages regarding general information and room service questions.

• Used the HMS system to process bookings and update guest records and remarks special requests.

EQUIPMENT USED:

• Telephone system

• WhatsApp Business

• HMS (Hotel Management System)

RELATION TO THEORY AND PRACTICAL(UMK):

• Revenue Awareness & Guest Transparency: Informing guests about extra charges connects with topics from Tourism Finance and Hospitality Ethics, where clear and honest communication about pricing is essential.

• Operational Coordination: Reporting technical issues like air conditioning problems is part of maintaining service quality, which links to event problem.

• Cultural and Customer Service Values: Politely managing guest expectations and ensuring follow up on service requests mirrors what was practiced during UMK cultural events and guest handling simulations.

ISSUES OR CHALLENGES:

• No major issues occurred, but a guest reported that the air conditioning or other facilities in their room was not functioning properly.

SOLUTIONS:

• I contacted the maintenance department immediately and logged the issue for follow up.

• Assured them the issue would be checked as soon as possible.

• Followed up with maintenance

LOCATION:RESERVATION

TIME:7AM-3PM

WORK INVOLVED

• Attended staff briefing to receive updates and tasks from the previous shift.

• Answered incoming phone calls from guests regarding service requests and booking inquiries.

• Provided clear information to guests about additional charges for RM5 for extra towels or other items requested

• Replied to WhatsApp messages regarding general information and room service questions.

• Used the HMS system to process bookings and update guest records.

• Took note of a guest complaint regarding the air conditioning and promptly informed the maintenance team to inspect the unit.

EQUIPMENT USED:

• Telephone system

• WhatsApp Business

• HMS (Hotel Management System)

RELATION TO THEORY AND PRACTICE(UMK):

• Revenue Awareness & Guest Transparency: Informing guests about extra charges connects with topics from Tourism Finance and Hospitality Ethics, where clear and honest communication about pricing is essential.

• Operational Coordination: Reporting technical issues like air conditioning problems is part of maintaining service quality, which links to Hotel Operations subjects.

  
  

• Cultural and Customer Service Values: Politely managing guest expectations and ensuring follow-up on service requests mirrors what was practiced during UMK cultural events and guest handling simulations.

ISSUES OR CHALLENGES:

• No major issues occurred, but a guest reported that the lockset door in their room was not functioning properly.

SOLUTIONS

• I contacted the maintenance department immediately and logged the issue for follow up.

• Apologized to the guest for the inconvenience and assured them the issue would be checked as soon as possible.

• Followed up with maintenance to confirm the status .

LOCATION:RESERVATION

TIME: 3PM-11PM

WORK INVOLVED

• Staff briefing to receive updates and tasks from the previous shift in 3pm.

• Answered incoming phone calls from guests regarding service requests and booking inquiries.

• Replied to WhatsApp messages regarding general information and room service questions.

• Used the HMS system to process bookings and update guest records and remarks special requests .

• Took note of a guest complaint and promptly informed the maintenance team to inspect the unit.

EQUIPMENT USED:

• Telephone system

• WhatsApp Business

• HMS (Hotel Management System)

RELATION TO THEORY AND PRACTICE (UMK);

• Revenue Awareness & Guest Transparency: Informing guests about extra charges connects with topics from Tourism Finance and Hospitality Ethics, where clear and honest communication about pricing is essential.

• Operational Coordination: Reporting technical issues like air conditioning problems is part of maintaining service quality, which links to event problem.

• Cultural and Customer Service Values: Politely managing guest expectations and ensuring follow up on service requests mirrors what was practiced during UMK cultural events and guest handling simulations.

ISSUES OR CHALLENGES:

• No major issues occurred, but a guest reported that the facilities in their room was not functioning properly.

SOLUTIONS:

• I contacted the maintenance department immediately and logged the issue for follow up.

• Assured them the issue would be checked as soon as possible.

• Followed up with maintenance to confirm the status.

LOCATION:RESERVATION

TIME: 3PM-11PM

WORK INVOLVED

• Staff briefing to receive updates and tasks from the previous shift in 3pm.

• Answered incoming phone calls from guests regarding service requests and booking inquiries.

• Replied to WhatsApp messages regarding general information and room service questions.

• Used the HMS system to process bookings and update guest records and remarks special requests .

• Took note of a guest complaint and promptly informed the maintenance team to inspect the unit.

EQUIPMENT USED:

• Telephone system

• WhatsApp Business

• HMS (Hotel Management System)

RELATION TO THEORY AND PRACTICE (UMK):

• Revenue Awareness & Guest Transparency: Informing guests about extra charges connects with topics from Tourism Finance and Hospitality Ethics, where clear and honest communication about pricing is essential.

• Operational Coordination: Reporting technical issues like air conditioning problems is part of maintaining service quality, which links to event problem.

• Cultural and Customer Service Values: Politely managing guest expectations and ensuring follow up on service requests mirrors what was practiced during UMK cultural events and guest handling simulations.

ISSUES OR CHALLENGES:

• No major issues occurred, but a guest reported that the facilities in their room was not functioning properly.

SOLUTIONS:

• I contacted the maintenance department immediately and logged the issue for follow up.

• Assured them the issue would be checked as soon as possible.

• Followed up with maintenance to confirm the status.

LOCATION:RECEPTION

TIME:7AM-3PM

1.Work Processes Involved

• Continued working at the front desk.

• Assisted with standard guest inquiries and booking processes.

• Faced difficulty in handling extension of bookings (extend stay) due to unfamiliarity with the correct procedure in HMS.

• Received and listened to guest complaints, providing assurance while escalating the issue to the relevant department.

  
  

2. Equipment Used:

• HMS

• Telephone

• Complaint logbook

  
  

3. Relation to Theory and Practice (UMK):

   
   

• Related to Customer Relations Management and Front Office Operation.

• Handling guest complaints and booking extensions are part of the standard hotel operation modules taught at UMK.

• Practicing active listening and problem solving reflects what was learned in classroom simulations and role play exercises.

  
  

4. Issues:

• Unfamiliar with how to properly extend a guest’s booking using HMS.

• Faced guest complaints which required calm listening and response.

  
  

5. Solutions:

• Asked senior or supervisor for guidance on how to process extension bookings.

• Listened attentively to guest complaints and referred the issue to the responsible department.

• Took note of the extension procedure for future use.

LOCATION:RESERVATION/RECEPTION

TIME: 7AM-3PM

1.Work Processes Involved

• Handled reservation duties including answering phone calls, taking bookings, and responding to WhatsApp inquiries.

  
  

• Assigned to the reception counter to assist with guest check in and general front desk tasks.

  
  

• At the end of the shift, performed drop money procedure for payments received from guests who checked in during the day.

• Receive LOU and update original LOU in group WhatsApp

2. Equipment Used:

• HMS

• Telephone

• WhatsApp Business

• Drop money envelope and cash summary form

3. Relation to Theory and Practice (UMK):

• Linked to Tourism Accounting modules taught in class.

  
  

• The drop money task relates to financial handling responsibilities and accountability as practiced in hospitality finance lessons at UMK.

  
  

• Taking calls and bookings mirrors the practical work during UMK tourism exhibitions and university hosted events.

Issues: None reported.

Solutions: Not applicable.

LOCATION:RESERVATION

TIME: 7AM-3PM

1. Work Processes Involved

• Attended staff briefing and reviewed pending tasks from the earlier shift.

  
  

• Answered guest calls and WhatsApp messages about room inquiries and service availability.

  
  

• Processed reservations using the HMS system, including standard, voucher-based, and complimentary bookings.

• Provided details on rates and additional charges to guests.

• Attempted to input voucher and complimentary unit bookings, which led to some confusion due to unfamiliarity with the correct procedures.

2. Equipment Used

• Telephone

• WhatsApp Business

• HMS (Hotel Management System)

3. Relation to Theory and Practical Knowledge Learned at UMK (Tourism & Cultural Heritage Program)

• Reservation Management: This experience directly relates to Tourism Business Operations, where we learned about different booking types, including promotional or voucher based reservations.

  
  

• Problem Solving and Learning by Doing: Handling confusion in booking processes reflects real world learning that complements the theory learned during classroom simulations or UMK organized service counters during events.

  
  

• Guest Experience & Accuracy: The importance of accurate input and transparent communication is tied to what was emphasized in both tourism operations and customer service related modules.

4. Issues and Challenges Faced

• I was unsure of the correct procedure to input bookings for rooms using a voucher or complimentary stay in HMS.

  
  

• This caused some delay and hesitation in confirming the guest's booking.

5. Solutions

• I asked the senior reservation staff for guidance on how to correctly input bookings for voucher and complimentary units in HMS.

LOCATION:RESERVATION

LOCATION:7AM-3PM

WORK INVOLVED:

• Washed down guest list in the morning (reviewed expected arrivals and updated guest info).

• Performed routine reservation tasks such as answering calls, managing bookings via HMS, and verifying daily room rate updates.

• Double-checked remarks in the softcopy of the reservation list received via the Hotline WhatsApp group.

• Ensured accuracy in guest preferences and special requests.

• Attended the 3:00 PM staff briefing, which included updates on upcoming group events, VIP arrivals, and other operational announcements to coordinate between departments.

EQUIPMENT USED:

• HMS

• Telephone

• WhatsApp (Hotline group)

RELATION TO THEORY AND PRACTICE(UMK):

• Relevant to Hotel Operations, Tourism Event Management, and Communication in Hospitality.

• The briefing reflects team coordination and cross departmental planning, key skills emphasized in UMK’s tourism program.

  
  

ISSUES OR CHALLENGES:

• A guest posed a confusing inquiry regarding their booking details.

SOLUTION:

• Consulted the Senior Supervisor to clarify and provide the correct response.

LOCATION:RESERVATION

TIME:7AM-3PM

WORK INVOLVED

• Performed usual reservation duties, including answering phone calls, checking daily room rate updates, and responding to guest inquiries.

• Managed bookings through HMS, confirmed room availability, and assisted in guest arrangements.

• Provided support to walk in and in house guests with reservation related matters.

EQUIPMENT USED:

• HMS

• Telephone

• WhatsApp (for internal updates or guest follow-up if needed)

RELATION TO THEORY AND PRACTICE(UMK):

• Related to Customer Service in Tourism and Conflict Handling.

• This situation reflects the importance of guest satisfaction, communication skills, and problem solving ,key areas taught in UMK tourism courses.

ISSUES OR CHALLENGES:

• Received a complaint from a guest who was dissatisfied with the room quality, despite already being offered a different room. The guest expressed that the new room was still not up to expectations.

SOLUTION:

• The issue was noted and communicated to the Front Office Manager (FOM) and Housekeeping/Management for further action and possible room inspection.

• Provided apology and assurance to the guest, while maintaining a professional tone.

LOCATION:RECEPTION

TIME:7AM-3PM

WORK INVOLVED:

• Carried out routine reception duties, including guest check in, check out, folio reviews, and handling inquiries.

• Assisted guests at the counter and ensured a smooth flow of front office operations.

EQUIPMENT USED:

• HMS

• Telephone

• Key card encoder.

RELATION TO THEORY AND PRACTICE(UMK):

• Related to Customer Service Management, Front Office Operations, and Crisis Handling in Tourism.

• Showcases practical application of problem solving, communication skills, and service recovery, as taught in UMK's tourism program.

ISSUES OR CHALLENGES:

• Lift malfunctioned and operated very slowly, causing inconvenience to guests.

• Some guests were delayed in checking out as a result of the lift issue.

• The situation required assistance from the maintenance team to temporarily resolve the problem.

Guest Feedback:

• Despite the lift issue, a guest gave positive feedback directly to me, stating they were satisfied with the service received at the reception.

• The only negative comment was about the lift problem on that day.

SOLUTION:

• Informed the maintenance department immediately for support.

• Explained the situation politely to affected guests and apologized for the inconvenience.

• Maintained professional service to ensure guest satisfaction despite the technical issue.

LOCATION:RESERVATION

TIME:11PM-7PM

WORK INVOLVED

• Performed regular reservation duties, such as answering guest calls, managing verifying booking information.

• Conducted a double washdown of the guest list for 30 and 31 May due to high occupancy, ensuring all guest information and special requests were accurately recorded.

• Assisted guests with frequently asked questions regarding room availability, extra amenities (eg,towels, pillows), and check in and check out procedures.

• Attended the 3:00 PM daily staff briefing, where we were updated on:

  Events or operational highlights from the morning shift

  Upcoming group arrivals or scheduled programs for the next day

EQUIPMENT USED:

• HMS

• Telephone

• WhatsApp (for internal or external communication).

RELATION TO THEORY AND PRACTICE(UMK):

• Demonstrates skills in guest communication, operational coordination, and peak time readiness as taught in Front Office Operations, Tourism Service Delivery, and Hospitality Crisis Response.

ISSUE OR CHALLENGES:

• No major issues. Only repeated routine inquiries from guests (e.g, available rooms, extra items, hotel facilities)

SOLUTION:

• Handled inquiries professionally and ensured information was communicated clearly to guests.

LOCATION:RESERVATION

TIME:7AM-3PM

WORK INVOLVED:

• Washed down guest list in the morning and conducted a double check on payment charges for upcoming check in guest.

• Inserted payments into the HMS system accordingly after verifying the amounts.

• Checked room decoration requests like honeymoon, birthday setups to ensure all were properly arranged and reflected in the booking system.

• Carried out regular front office duties, including answering calls, assisting walk in guests, and responding to room or service related inquiries.

• Told guest use LOU/PO/EP for bring original copy upon check in and get some copy at hotline(WhatsApp)

• Briefing in 3 pm for any update in morning shif

EQUIPMENT USED:

• HMS

• Scanner/printer

• Telephone

• WhatsApp

RELATION TO THEORY AND PRACTICE(UMK):

• Strongly related to Front Office Accounting, Guest Service Management, and Digital Tools in Hospitality.

• Practical learning of handling financial transactions and providing documentation reflects real world application of classroom knowledge.

  
  

ISSUE OR CHALLENGES:

• I had not handled guest payments before, which caused some uncertainty during the process.

SOLUTION:

• I sought help from a senior staff member who guided me through the proper steps to charge guest payments accurately.

• I also learned how to scan and print receipts or documents as proof of payment to be sent to the guest when requested.

LOCATION:RESERVATION

TIME:11PM-7PM

WORK INVOLVED:

• Performed routine tasks as a reservation staff, including answering phone calls, checking availability, managing bookings, and assisting with guest inquiries.

• Guided a new staff member by teaching them basic procedures, such as how to respond to common guest questions and how to handle simple booking tasks.

• Ensured the new staff understood key systems and how to interact professionally with guests.

EQUIPMENT USED:

• HMS

• Invoice system

• Telephone

• WhatsApp

  
  

RELATION TO THEORY AND PRACTICE(UMK):

• Closely tied to Hospitality Accounting and Billing, Reservation Systems, and Training and Supervision in Tourism Operations.

• Demonstrates practical application of interpersonal skills, mentoring, and handling special requests professionally skills emphasized in UMK’s tourism and hospitality curriculum.

ISSUE OR CHALLENGES:

• Received an invoice request from a guest representing IIUM (International Islamic University Malaysia).

• The guest requested a modification of the room rate displayed on the invoice, which caused some confusion as the system had already auto generated standard pricing.

SOLUTION:

• Consulted with a senior reservation team member to confirm the correct approach.

• Adjusted the invoice in coordination with the senior and clarified the proper format to present to the guest.

  
  

LOCATION:RESERVATION

TIME:11PM-7PM

WORK INVOLVED:

• Performed regular duties such as handling guest calls, checking room availability, managing bookings, and updating HMS.

• Responded to multiple inquiries from guests due to the school holiday season, which led to higher call and walk in volume.

  
  

EQUIPMENT USED:

• HMS

• Telephone

• HMS

• Whatsapp

RELATION TO THEORY AND PRACTICE(UMK):

• Ties into Guest Relations Management, Crisis Communication, and Operational Readiness During Peak Periods.

• Reinforces the importance of quick problem solving, guest satisfaction, and inter departmental communication key skills taught in UMK’s tourism and hospitality courses.

ISSUES OR CHALLENGES:

• Received a high number of guest inquiries throughout the day, mainly involving

• Room availability (due to high occupancy)

• WiFi connectivity issues

• Requests for towels that were temporarily unavailable

• Clarification on special requests/remarks that were not reflected properly in the system

SOLUTION:

• Handled questions patiently and professionally.

• Coordinated with the housekeeping department to fulfill towel requests.

• Updated guest remarks in the system after verifying their requests.

• Informed the maintenance team about WiFi concerns and reassured guests that the issue was being addressed.

LOCATION:RESERVATION

TIME:11PM-7PM

WORK INVOLVED:

• Performed regular duties such as handling guest calls, checking room availability, managing bookings, and updating HMS.

• Responded to multiple inquiries from guests due to the school holiday season, which led to higher call and walk in volume.

EQUIPMENT USED:

• HMS

• Telephone

• HMS

• Whatsapp

RELATION TO THEORY AND PRACTICE(UMK):

• Ties into Guest Relations Management, Crisis Communication, and Operational Readiness During Peak Periods.

• Reinforces the importance of quick problem solving, guest satisfaction, and inter departmental communication key skills taught in UMK’s tourism and hospitality courses.

ISSUES OR CHALLENGES:

• Received a high number of guest inquiries throughout the day, mainly involving

• Room availability (due to high occupancy)

• WiFi connectivity issues

• Requests for towels that were temporarily unavailable

• Clarification on special requests/remarks that were not reflected properly in the system

SOLUTION:

• Handled questions patiently and professionally.

• Coordinated with the housekeeping department to fulfill towel requests.

• Updated guest remarks in the system after verifying their requests.

• Informed the maintenance team about WiFi concerns and reassured guests that the issue was being addressed.

LOCATION:RESERVATION

TIME:11PM-7PM

WORK INVOLVED:

• Carried out standard front office tasks such as responding to guest inquiries, checking room availability, managing bookings, and updating guest details in HMS.

• Continued handling a high volume of calls and walk in guests due to the school holiday peak period.

EQUIPMENT USED:

• HMS

• Telephone

• HMS

• Whatsapp

RELATION TO THEORY AND PRACTICE(UMK):

• Demonstrates application of Crisis Communication, Customer Complaint Handling, and Guest Experience Management.

• Practical use of conflict resolution skills and maintaining professionalism under pressure, reflecting real world applications of UMK’s Hospitality and Tourism Management curriculum.

ISSUES OR CHALLENGES:

• Received a call from a guest who shouted angrily due to a delay in collecting their luggage.

• The delay was caused by a malfunctioning elevator, which disrupted staff movement and slowed down the check out process.

• Handled a guest who was confused about their check in date, and insisted that a staff member be sent to assist directly with their luggage and room.

SOLUTION:

• Responded calmly and professionally to the upset guest, explaining the elevator issue and ensuring a team member was dispatched as soon as possible.

• Maintained communication with housekeeping and the bellman to assist the affected guest quickly.

• Coordinated with the maintenance team regarding the elevator breakdown, and kept other guests informed to manage expectations.

• Sent a staff member to assist the confused check-in guest as requested.

LOCATION:RESERVATION

TIME:11PM-7PM

WORK INVOLVED:

• Carried out regular front office duties including answering phone calls, checking room availability, and updating the HMS system.

• Maintained communication with housekeeping to follow up on room status and guest requests.

• Updated internal team via WhatsApp group regarding ongoing issues and resolutions throughout the shift.

EQUIPMENT USED:

• HMS

• Telephone

WhatsApp group (internal/external communication)

RELATION TO THEORY AND PRACTICE(UMK):

• Strong connection to Front Office Operations, Guest Complaint Management, and Crisis Handling Procedures.

• Reinforces the importance of interdepartmental communication, problemnsolving, and maintaining guest satisfaction under pressure key components of UMK’s tourism curriculum.

ISSUES OR CHALLENGES:

• Missing towels in some guest rooms upon check in.

• Safety box in one of the rooms could not be opened by the guest.

• Air conditioning was not functioning properly in certain rooms.

• Handled lost and found items reported by guests, requiring follow up with housekeeping and logging the items properly.

SOLUTION:

• Informed the housekeeping team immediately regarding the missing towels and followed up until delivery was completed.

• Reported the safety box issue to maintenance for urgent attention.

• Logged AC complaints and escalated to the technical team to address the cooling system.

• Recorded and safely stored lost and found items, updating housekeeping and logging via WhatsApp for transparency and documentation.

LOCATION:RESERVATION

TIME:11PM-7PM

WORK INVOLVED:

• Performed daily front office tasks including guest check out in 12am , answering internal and external calls, and handling inquiries.

• Attended the staff briefing at 3 PM, where updates regarding room status, guest feedback, and upcoming events were shared.

• Managed lost and found procedures by updating the housekeeping team through the WhatsApp group, ensuring proper documentation and item retrieval.

• Contacted a guest directly after their room card was found, to inform and ask to makeup room

Responded to common guest questions, including:

1. Air conditioning not cooling properly

2. Request for additional items like towels (with extra charges explained)

3. Inquiries about room pricing and availability

EQUIPMENT USED:

• HMS,

• Internal telephone

• WhatsApp

RELATION TO THEORY AND PRACTICE(UMK):

• Reflects practical application of Customer Relations Management, Operational Communication, and Front Desk Coordination.

• Applies theoretical knowledge in handling lost property, communicating service charges, and building guest trust core concepts taught in UMK’s tourism and hospitality courses.

ISSUES OR CHALLENGES :

• Continued complaints regarding non functional or weak air conditioning in several rooms.

• Handled several repeat questions about surcharges for extra amenities.

SOLUTION:

• Escalated AC issues to maintenance for room inspection and repairs.

• Maintained clear and polite communication with guests when delivering updates.

• Provided accurate pricing for extras (like towel surcharge) and ensured that charges were recorded properly in the HMS system.

• Maintained proactive coordination with housekeeping via WhatsApp for lost & found follow up.

LOCATION:RESERVATION

TIME:11PM-7PM

WORK INVOLVED:

• Performed daily front office tasks including guest check out in 12am ,answering internal and external calls, and handling inquiries.

• Attended the staff briefing at 3 PM, where updates regarding room status, guest feedback, and upcoming events were shared.

• Managed lost and found procedures by updating the housekeeping team through the WhatsApp group, ensuring proper documentation and item retrieval.

• Contacted a guest directly after their room card was found, to inform and ask to makeup room

Responded to common guest questions, including:

1. Air conditioning not cooling properly

2. Request for additional items like towels (with extra charges explained)

3. Inquiries about room pricing and availability

EQUIPMENT USED:

• HMS,

• Internal telephone

• WhatsApp

RELATION TO THEORY AND PRACTICE(UMK):

• Reflects practical application of Customer Relations Management, Operational Communication, and Front Desk Coordination.

• Applies theoretical knowledge in handling lost property, communicating service charges, and building guest trust core concepts taught in UMK’s tourism and hospitality courses.

ISSUES OR CHALLENGES :

• Continued complaints regarding non functional or weak air conditioning in several rooms.

• Handled several repeat questions about surcharges for extra amenities.

SOLUTION:

• Escalated AC issues to maintenance for room inspection and repairs.

• Maintained clear and polite communication with guests when delivering updates.

• Provided accurate pricing for extras (like towel surcharge) and ensured that charges were recorded properly in the HMS system.

• Maintained proactive coordination with housekeeping via WhatsApp for lost & found follow up.

LOCATION:RESERVATION

TIME:3PM-11PM

WORK INVOLVED:

• Carried out regular reservation and front office tasks.

• 
  

• Answered incoming calls from guests and responded to inquiries.

• Replied to WhatsApp messages from potential and in house guests and update the lost and found item guest.

• Handled room bookings and updates in HMS system.

• Continued to observe and learn procedures related to check ins, folio checks, and guest requests.

EQUIPMENT USED :

• HMS

• WhatsApp Business

• Telephone

RELATION TO THEORY AND PRACTICE(UMK):

• Relevant to Hotel Front Office Operations, Digital Communication in Tourism, and Customer Relationship Management.

• Applying communication skills and reservation knowledge learned in UMK classes directly to hotel operations.

ISSUE :None

SOLUTION: Not applicable

LOCATION:RESERVATION

TIME:11PM-7PM

WORK INVOLVED:

• Attended staff briefing to receive updates and tasks from the previous shift.

• Answered incoming phone calls from guests regarding service requests and booking inquiries.

• Provided clear information to guests about additional charges for RM5 for extra towels or other items requested

• Replied to WhatsApp messages regarding general information and room service questions.

• Used the HMS system to process bookings and update guest records.

• Took note of a guest complaint regarding the air conditioning and promptly informed the maintenance team to inspect the unit.

EQUIPMENT USED:

• Telephone system

• WhatsApp Business

• HMS (Hotel Management System)

RELATION TO THEORY AND PRACTICE(UMK):

• Revenue Awareness & Guest Transparency: Informing guests about extra charges connects with topics from Tourism Finance and Hospitality Ethics, where clear and honest communication about pricing is essential.

• Operational Coordination: Reporting technical issues like air conditioning problems is part of maintaining service quality, which links to solved the event.

• Cultural and Customer Service Values: Politely managing guest expectations and ensuring follow up on service requests mirrors what was practiced during UMK cultural events and guest handling simulations.

ISSUES OR CHALLENGES:

• No major issues occurred, but a guest reported that the air conditioning in their room was not functioning properly.

SOLUTIONS:

• I contacted the maintenance department immediately and logged the issue for follow up.

• Assured them the issue would be checked as soon as possible.

• Followed up with maintenance to confirm the status before the end of the shift.

LOCATION:RESERVATION

TIME:7AM-3PM

WORK INVOLVED:

• Attended staff briefing and reviewed pending tasks from the earlier shift.

• Answered guest calls and WhatsApp messages about room inquiries and service availability.

• Processed reservations using the HMS system, including standard, voucher based, and complimentary bookings.

• Provided details on rates and additional charges to guests.

EQUIPMENT USED:

• Telephone

• WhatsApp Business

• HMS (Hotel Management System)

  
  

RELATION TO THEORY AND PRACTICE (UMK)

• Problem Solving and Learning by Doing: Handling confusion in booking processes reflects real world learning that complements the theory learned during classroom simulations or UMK organized service counters during events.

ISSUES OR CHALLENGES:

• Draining system clogged for guest toilet room

SOLUTIONS:

• I will inform with maintenance assisted the problem with WhatsApp group

LOCATION:RESERVATION

TIME:7AM-3PM

WORK INVOLVED:

• Pickup the call from internal and external

• Take note the availability room

• WhatsApp Web to inform any information from another side like housekeeping, swiss cafe and another

EQUIPMENT USED:

• Telephone

• HMS (Hotel Management System)

• WhatsApp Web

RELATION TO THEORY AND PRACTICE ( UMK):

• Brave speak with guest that make more confident to explain for any problem

ISSUES OR CHALLENGES:

• That usually in hotel that problem some air conditioner,stain in comforters and another else

SOLUTION:

• Informed at the group WhatsApp web and their concern with the work

LOCATION: RECEPTION

TIME:7AM-3PM

WORK INVOLVED:

• Check out the guest and give invoice

• Any lost card will be charges RM30

• Check in time 3 PM and do register the guest

• Lost and found will as to house keeping

• Drop the money

  
  

EQUIPMENT USED:

• PC

• Terminal reader

• Telephone

RELATION TO THEORY AND PRACTICE (UMK):

• Communicated with guest in front can build your confident

LOCATION:RECEPTION

TIME:7AM-3PM

WORK INVOLVED:

• Handled guest check out procedures and provided invoices upon request.

• Informed guests that a RM30 fee applies for any lost key cards.

• Carried out guest registration and check-in processes, which officially begin at 3:00 PM.

• Reported any lost and found items to the housekeeping team for follow up and safe keeping.

• Performed the money drop at the end of the shift to ensure accurate recording of guest payments.

  
  

EQUIPMENT USED:

• Desktop computer with access to the hotel's reservation and billing system (HMS).

• Electronic card terminal (EDC machine) for credit/debit card transactions.

• Telephone to answer inquiries and communicate internally with other departments.

RELATION TO THEORY AND PRACTICE ( UMK):

• Regular interaction with guests at the front desk has helped me to improve my confidence and communication abilities.

• These experiences connect closely with the theories and skills taught in Front Office Management and Hospitality Communication courses at UMK.

LOCATION:RECEPTION

TIME:7AM-3PM

WORK INVOLVED:

• Continued with routine front office tasks, including guest check in,check out, managing room keys, answering calls, and handling guest inquiries.

• Assisted with billing matters, especially related to folio checks and updates.

• Maintained communication with other departments via telephone and WhatsApp for coordination and follow up actions.

EQUIPMENT USED:

• HMS (Hotel Management System)

• Telephone (internal communication)

• WhatsApp (department group)

• Receipt printer and folio documents

  
  

RELATION TO THEORY AND PRACTICE ( UMK):

• Reinforces practical application of Front Office Accounting and Guest Service Recovery, as taught in UMK tourism modules.

• Highlights the importance of attention to detail, communication, and responsibility in guest billing matters.

• This situation allowed me to apply real time problem solving and strengthen my understanding of billing procedures and system use.

ISSUES OR CHALLENGES:

• Accidentally backed the wrong folio for a guest, which led to incorrect billing.

• Additional charges were required to be collected from the guest due to the mistake.

SOLUTION:

• Immediately contacted the telephone office team for assistance and clarification.

• Followed up through internal communication channels to ensure the guest was informed and the issue was resolved.

• Ensured the corrected folio was updated in the system and the payment was recorded accordingly.

LOCATION:RESERVATION

TIME:3PM-11PM

WORK INVOLVED:

• Briefing with staff department on 3PM

• Do focast and breakfast listing that amend on the arrival guest

EQUIPMENT USED:

• HMS

• PC

• Telephone

  
  

RELATION TO THEORY AND PRACTICE ( UMK):

ISSUES OR CHALLENGES:

• Not familiar with focast and worryingly send another group WhatsApp

SOLUTION:

• Do again and recorrection fo cast

• 
  

LOCATION:RESERVATION

TIME:3PM-11PM

WORK INVOLVED:

• Briefing with staff department on 3PM

• Do focast and breakfast listing that amend on the arrival guest

EQUIPMENT USED:

• HMS

• PC

• Telephone

RELATION TO THEORY AND PRACTICE ( UMK):

ISSUES OR CHALLENGES:

• Air conditioner not function properly

• The main door lock and allow with safe box

• Guest double park in wrong parking

  
  

SOLUTION:

• Inform at the group WhatsApp for any problem like charges,lost and found and another

• Check number plat in system

LOCATION:RESERVATION

TIME: 3PM-11PM

WORK INVOLVED

• Staff briefing to receive updates and tasks from the previous shift in 3pm.

• Answered incoming phone calls from guests regarding service requests and booking inquiries.

• Replied to WhatsApp messages regarding general information and room service questions.

• Used the HMS system to process bookings and update guest records and remarks special requests .

• Took note of a guest complaint and promptly informed the maintenance team to inspect the unit.

EQUIPMENT USED:

• Telephone system

• WhatsApp Business

• HMS (Hotel Management System)

RELATION TO THEORY AND PRACTICE (UMK);

• Revenue Awareness & Guest Transparency: Informing guests about extra charges connects with topics from Tourism Finance and Hospitality Ethics, where clear and honest communication about pricing is essential.

• Operational Coordination: Reporting technical issues like lockset.

  
  

ISSUES OR CHALLENGES:

• No major issues occurred, but a guest reported that the facilities in their room was not functioning properly.

SOLUTIONS:

• I contacted the maintenance department immediately and logged the issue for follow up.

• Assured them the issue would be checked as soon as possible.

• Followed up with maintenance to confirm the status.

LOCATION: RESERVATION

TIME:3PM-11PM

WORK INVOLVED:

• Performed daily reservation tasks such as answering guest calls, handling room availability inquiries, updating booking details, and monitoring room status via the HMS system.

• Responded to internal requests and ensured that all guest information and special remarks were correctly recorded.

• Assisted in coordinating with other departments when guest requests or complaints arose.

EQUIPMENT USED:

• HMS (Hotel Management System)

• Telephone for guest and internal calls

• WhatsApp for team coordination

  
  

RELATION TO THEORY AND PRACTICE ( UMK):

• This issue reflects the importance of Guest Complaint Handling, as taught in Customer Service and Front Office Operations at UMK.

• It allowed me to apply professional communication, problem solving, and cross department coordination, which are essential in managing guest satisfaction effectively.

  
  

ISSUES OR CHALLENGES:

• A guest reported that another room nearby was too noisy, causing disturbance during their stay.

SOLUTION:

• Apologized sincerely to the guest and update in whatsapp the noise complaint for further action.

• Maintained communication with the guest to provide updates and reassurance.

LOCATION: RESERVATION

TIME:3PM-11PM

WORK INVOLVED:

• Attended the daily staff briefing at 3:00 PM, where updates from the morning shift were shared, including room status, guest feedback, and any unresolved issues.

• Handled external and internal phone calls, responding to guest inquiries and coordinating with various departments.

• Replied to WhatsApp messages and emails regarding room bookings, guest requests, and internal updates.

• At 5:00 PM, updated the FOCAST (Forecast Report), including details on:

  • Expected arrivals

  • Departures

  • Room occupancy

  • Stay overs

  • Room sold

    
    

EQUIPMENT USED:

• HMS

• Telephone

• WhatsApp Web

RELATION TO THEORY AND PRACTICE( UMK)

• Front Office Operations and Hotel Forecasting and Planning, subjects addressed in UMK's tourism and hospitality program, are closely related to the daily update and FOCAST preparation. The practical use of professional language and service coordination, which I practiced during training simulations and university events, is reflected in communication with departments and guests.

ISSUE OR CHALLENGES:

• no

LOCATION:RESERVATION

TIME:3PM-11PM

WORK INVOLVED:

• As usually make reservation booking guest,remarks update

• Pickup calling from internal or external

• Briefing on 3 pm

• Reply chatting from guest

EQUIPMENT USED:

• HMS

• WHATSAPP

• Telephone

RELATION TO THEORY AND PRACTICE(UMK):

• Activities relate to subjects covered in UMK's tourism curriculum, such as hotel reservation procedures and communication in tourism. Professional guest engagement, multitasking, and attention to detail are applied in the real world when managing several communication channels and updating remarks.

LOCATION:RESERVATION

TIME:3PM-11PM

WORK INVOLVED:

• Briefing on 3pm

• Handle calling external or internal

• Reply WhatsApp and email

• Do reservation and double check

• Coordinated with the housekeeping department to confirm the item and arrange for it to be returned or collected by the guest.

• Contact guest for the lost and found item

EQUIPMENT USED:

• HMS

• Telephone

• WhatsApp

RELATION TO THEORY AND PRACTICE(UMK):

• It demonstrates the need for professionalism, discretion, and clear communication, especially when dealing with guest belongings.

• Practical experience like this improves guest trust and satisfaction, which are core values taught in UMK’s tourism and service quality courses.

LOCATION:7AM-3PM

TIME:7AM-3PM

WORK INVOLVED:

• Double confirm with guest to arrival on the date every morning

• Double check if any payment by cc still pending

• Pickup calling internal or external

• Do Remarks reservation

• Double confirm with guest to makeup room or no need

EQUIPMENT USED:

• HMS

• Telephone

• WhatsApp

RELATION TO THEORY AND PRACTICE (UMK):

• Maintaining payment status and following up with customers on a daily basis fosters multitasking, proactive service, and attention to detail all of which are critical for front office operations.

LOCATION:RESERVATION

TIME:11PM-7PM

WORK INVOLVED:

• Handle guest by WhatsApp,email and pickup call

• Briefing on 3pm

• Do focast and update in group

EQUIPMENT USED:

• HMS

• Telephone

• WhatsApp Web

RELATION TO THEORY AND PRACTICE (UMK):

LOCATION:RESERVATION

TIME:11PM-7PM

WORK INVOLVED:

• As usually,pickup call,do reservation and remarks,update information in group WhatsApp or reply email.

EQUIPMENT USED:

• HMS

• Telephone

• WhatsApp

RELATION TO THEORY AND PRACTICE (UMK):

• It illustrates how crucial professional communication, sensitivity, and problem solving abilities are when managing unhappy guests. My response demonstrates how classroom lessons regarding handling unexpected service outages may be applied in real world situations, making sure that the visitor is still acknowledged and helped in spite of the inconvenience.

ISSUE OR CHALLENGES:

• The guest called to inform that the elevator was not working, which caused inconvenience during their stay, especially for those checking out or carrying luggage.

SOLUTION

• We inform to maintenance for assisted

• Apologized for the inconvenience and reported the issue immediately

LOCATION:RESERVATION

TIME:11PM-7PM

WORK INVOLVED

• Call guest for check out time

• Email,WhatsApp,room availability

• Briefing on 3pm

• DO FOCAST

EQUIPMENT USED:

• HMS

• Telephone

• WhatsApp

ISSUE OR CHALLENGES

• Calling from guest external always ask for room availability

LOCATION:RESERVATION

TIME:7AM-3PM

WORK INVOLVED

• Handling calling from internal and external

• Briefing on 3pm

• Remarks reservation

• Call guest in house to check out time 12pm

EQUIPMENT USED

• HMS

• Telephone

• WhatsApp

RELATION TO THEORY AND PRACTICE(UMK)

• Guest involvement and time management are demonstrated by calling guests to remind them of check out timings. These two skills are critical for ensuring seamless hotel operations. Additionally, the event highlights the value of effective communication, a fundamental ability that was stressed during UMK training in operations and customer service.

ISSUES OR CHALLENGES

• Many visitors arrived earlier than the usual check in time on this particular day. Guests were told they would have to wait until cleaning released the rooms since they were not yet ready. A few visitors lost their patience, necessitating courteous and expert communication.

SOLUTION

• The typical check in time is 3:00 PM, and visitors were politely informed that the room will be assigned as soon as housekeeping verified it was ready and clean.

• Wrote down the numbers of the guests and promised to give them a call as soon as their rooms were available.

• Kept in constant contact with the housekeeping receive reports on the status of each room in real time.

LOCATION:RESERVATION

TIME:11PM-7PM

WORK INVOLVED

• Handle guest by call and WhatsApp

• Check out time 12pm to remind the guest

• Briefing on 3pm

• Do reservation booking

• Inform the guest Lost and found item

EQUIPMENT USED

• HMS

• Telephone

• Pc

LOCATION:RESERVATION

TIME:11PM-7PM

WORK INVOLVED

• Handle guest by call and whatsapp

• Briefing on 3pm

EQUIPMENT USED

• HMS

• Telephone

• WhatsApp group

RELATION TO THEORY AND PRACTICE(UMK)

LOCATION:RESERVATION

DATE:11PM-7PM

WORK INVOLDED

• Pickup call from guest internal and external

• Handle email and WhatsApp

• Calling check out guest time on 12pm

• Charge payment by cc from plus travel

EQUIMENT USED

• HMS

• WhatsApp

• Telephone

RELATION TO THEORY AND PRACTICE (UMK)

• The practical use of administrative correctness and adaptability skills is demonstrated by an understanding of updates such as TIN code procedures. UMK tourism events and hands on training workshops demonstrate how regularly interacting with guests through a variety of channels enhances service quality and professional communication.

ISSUE OR CHALLENGES

• Must understand new prosedur TIN code in vendor information

SOLUTION

• Our duty manager explain the procedur TIN code on briefing

LOCATION:RESERVATION

TIME:11PM-7PM

WORK INVOLVED

• Pickup call from guest

• Do booking reservation and remarks

EQUIPMENT USED

• HMS

• Telephone

• WhatsApp

RELATION TO THEORY AND PRACTICE(UMK)

• Consistently handling everyday duties demonstrates the value of accuracy, responsiveness, and routine in actual hotel operations. Using WhatsApp as a team communication tool demonstrates how contemporary workplace technology facilitates service delivery, a topic covered in UMK Tourism and Digital Communication classes.

ISSUES OR CHALLENGES

• Follow up was necessary because a guest's room card fell and it was unclear if they needed housekeeping services.

• For visibility and prompt action, all of these issues were tracked and updated in the department's WhatsApp group.

SOLUTION

• Informed the maintenance or housekeeping personnel as soon as possible, depending on the type of complaint.

• Verified visitors needs example if they wanted the room cleaned by contacting them when needed, made certain that every action was appropriately documented and followed up on through the team communication channels.

  
  

LOCATION:RESERVATION

TIME:11PM-7PM

WORK INVOLVED

• Pickup call from guest

• Handle WhatsApp,reservation booking remarks

• Received payment from guest and must to update for guest

• Print out the payment

EQUIPMENT USED

• HMS

• Telephone

• WhatsApp

LOCATION:RESERVATION

TIME:11PM-7PM

WORK INVOLVED

• Handling calls, updating reservation remarks, and responding to guest inquiries.

• Coordinating with other departments as needed for guest requests and daily operations.

EQUIPMENT USED:

• HMS (Hotel Management System)

• Telephone

• Email / WhatsApp (for internal updates)

RELATION TO THEORY AND PRACTICE(UMK):

• Understanding updates to financial documentation like e-Invoices reflects the importance of administrative accuracy, technology adaptation, and compliance, all essential in hospitality business operations.

• Exposure to real world system changes supports the development of adaptability and continuous learning, values emphasized in UMK training.

ISSUES OR CHALLENGES

• No major operational issues occurred, but the challenge was in understanding and adapting to the new e-Invoice format and submission flow.

  
  

SOLUTION

• Took notes and asked questions to ensure a full understanding of the new system and how it would be applied in daily guest billing procedures.