Lockbook Internship by NUR AQILAH BINTI TJUMAN H20A1470

Briefing With Ms Aeyshah HR Manager ~ 18 March 2024

h20a1470 — 2024-03-23 06:02:32 UTC

On that day, we were all given a briefing related to the success of Tioman Resort,which has many branches and brand in the world market that make them a famous tourist center.
Next, we went down to see the whole area of Berjaya Tioman Resort. Berjaya Tioman Resort is the largest resort in Pulau Tioman, sprawled over 200 acres across the tropical rainforest with spacious beachfront surrounding at the western edge of Tekek Village.

Reservation Department Room Type & Resort Facilities ~ 19th - 22th March 2024

h20a1470 — 2024-03-23 06:33:54 UTC

The next day we were assigned to our respective department and then introduced ourselves to the heads of our respective department.

We were instructed to get to know all the type of room provide by Berjaya Tioman Resort, they offer many facilities, therefore we need to know all the services, facilities and types of rooms they offer to make us more skilled in the field of reservations.

Rate Structure & Create Booking By Reservation Department ~ 24th - 25th March 2024

h20a1470 — 2024-03-23 06:50:18 UTC

In hospitality, understanding rate structures (e.g., BAR, negotiated rates, packages) is crucial for effective revenue management. Reservation departments, using systems like Opera ensure accurate guest information collection and select appropriate rates based on availability and guest preferences to secure bookings promptly.

Creating Booking & How to Find VVC In Site Minder ~ 28th -30th March 2024

h20a1470 — 2024-03-23 06:54:16 UTC

1. Introduction to Site Minder:
- Brief overview of Site Minder as a hotel management platform.
- Importance of understanding booking creation and VVC (Virtual Credit Card).
2. Creating a Booking in Site Minder:
Step-by-step guide on how to create a booking:
- Accessing the booking interface.
- Inputting guest details (name, contact information).
- Selecting room type, dates, and other preferences.
- Confirming booking details and generating a reservation.
3. Understanding Virtual Credit Cards (VVC):
- Definition and purpose of VVC in hospitality industry.
- Importance of security and ease of transactions.
- Explanation on how VVCs streamline payment processes.
4. Locating VVC Details in Site Minder:
- Detailed instructions on finding VVC information:
- Navigating to the reservation details.
- Identifying the VVC number and expiration date.
- Understanding where and how this information is stored/accessed.
5. Conclusion:
- Recap of key points covered in the assignment.
- Importance of accurate booking creation and VVC handling in hotel operations.
- Summary of benefits for both guests and hotel management.
6. References:
- List of sources used to gather information on Site Minder, booking creation, and VVC.

26th March 2024 - OFF DAY

h20a1470 — 2024-06-16 09:53:16 UTC

Learning How To Answer Call Guest Direct By Phone Reservation ~ 4th April 2024

h20a1470 — 2024-06-16 10:08:00 UTC

Good [morning/afternoon/evening], this is [Your Name] calling from Berjaya Hotel Resort. How may I assist you?

Being effective in reservation calls requires a blend of professionalism, efficiency, and customer service.

1. Preparation: Before the call, review the guest's information and booking details. Familiarize yourself with any special requests or preferences they may have.

2. Professionalism: Greet the guest warmly and introduce yourself clearly. Use polite language throughout the call and maintain a professional tone.

3. Active Listening: Listen attentively to the guest's needs and preferences. Ask clarifying questions to ensure you understand their requirements accurately.

4. Knowledge of Offerings: Have a thorough understanding of the hotel's rooms, amenities, rates, and current promotions. This allows you to provide relevant options tailored to the guest's preferences.

5. Clear Communication: Clearly explain the booking process, including room options, rates, deposit requirements, and cancellation policies. Ensure the guest understands all details before proceeding.

6. Personalization: If possible, personalize the call by using the guest's name and referencing any previous interactions or preferences they have shared.

7. Efficiency: Aim to complete the reservation efficiently without rushing the guest. Provide accurate information promptly and be prepared to address any questions or concerns.

8. Confirmation: Confirm all details of the reservation with the guest before ending the call. Provide them with a reservation confirmation number and reiterate important details such as check-in/check-out times.

9. Follow-Up: After the call, send a confirmation email summarizing the reservation details and expressing your appreciation for their booking.

This we learn from SOP Berjaya Tioman Resort.

Getting feedback from guests is essential for improving service and guest satisfaction. - Every Day Leanings season on ~ 16th - 18th May 2024

h20a1470 — 2024-06-16 10:46:16 UTC

Method: Select a feedback method that suits the guest's preference:

In-person: Ask guests directly during their stay or at check-out.
Online: Send a follow-up email with a link to an online survey.
Phone: Call the guest after their stay to gather feedback.
Feedback cards: Place physical feedback cards in rooms or common areas

Open-ended Questions: Ask open-ended questions that encourage detailed responses, such as:

"How was your experience during your stay?"
"Is there anything specific you liked or disliked about your visit?"
"Do you have any suggestions for how we could improve our services?"

Follow-Up: Use feedback to make improvements. If possible, follow up with guests to let them know how their feedback has been used to enhance services.

Failure to Adhere to Established Standard Operating Procedures (SOPs) in the Resort - Every Day (Learning on 5th - 9th April )

h20a1470 — 2024-06-16 10:51:16 UTC

We will arrange files in accordance with the Resort SOP guidelines to facilitate quick retrieval during check-in or any changes made by guests or agents. Files will be organized based on check-in dates for efficient referencing.

NORMAL DAY WORKING ~ 7th May

h20a1470 — 2024-06-16 11:21:46 UTC

10 March 2024 - OFF DAY

h20a1470 — 2024-06-16 11:26:08 UTC

Meeting With New Manager about SOPs Berjaya Tioman Resort - 21 April 2024

h20a1470 — 2024-06-16 11:30:38 UTC

Explain to the new manager about the daily routine and Reservation SOPs of Berjaya Tioman Resort, and introduce yourself to the new Manager who is Mr. Keshave from Berjaya Hills

learning how to make reservation through Pro forma Invoice 22 - 25 April 2024

h20a1470 — 2024-06-16 11:54:19 UTC

1. Verify Payment: Before generating a confirmation number, ensure that the guest's payment has been successfully processed and received. This may involve checking our payment system or bank records to confirm the transaction.

2. Access Reservation System: Log in to our reservation system or software where guest bookings are managed. Navigate to the reservation associated with the guest who has made the payment.

3. Update Payment Status: In the reservation details, update the payment status to reflect that the guest has made a payment. This helps keep track of which reservations are fully paid and confirmed.

4. Generate Pro Forma Invoice: Access the option to generate a pro forma invoice within our reservation system. This invoice will serve as confirmation of the guest's payment and their booking details.

5. Enter Payment Details: Ensure that the pro forma invoice includes all relevant payment details, such as the amount paid, payment method, transaction reference number, and payment date. This information helps both the guest and our staff keep track of the payment.

6. Assign Confirmation Number: After generating the pro forma invoice, assign a unique confirmation number to the reservation. This number will serve as a reference for both the guest and our hotel/resort to identify their booking.

7. Communicate Confirmation: Send the pro forma invoice with the confirmation number to the guest via email or other preferred communication method. Include a friendly message thanking them for their payment and confirming their reservation details.

8. Update Records: Update our reservation records to reflect the issuance of the confirmation number and the sending of the pro forma invoice to the guest. This helps ensure that all staff members are aware of the booking status.

9. Follow-Up: Follow up with the guest to confirm that they have received the pro forma invoice and confirmation number. Address any questions or concerns they may have and provide assistance as needed.

10. Maintain Documentation: Keep a record of the pro forma invoice and confirmation number in our reservation system and any relevant documentation. This helps maintain accurate records and facilitates smooth check-in processes for the guest upon their arrival.

Repeat the Process to Ensure Team Adherence and Familiarize the Reservation Team with the New Task ~ 1 May - 6 May 2024

h20a1470 — 2024-06-16 12:02:28 UTC

1. Hold a Team Meeting: Gather our reservation team for a brief meeting to introduce the new task and its importance. Emphasize the significance of accurately generating confirmation numbers to ensure smooth guest experiences.
2. Provide Context: Explain why generating confirmation numbers through pro forma invoices is necessary. Highlight how it helps streamline our reservation process and ensures that guest bookings are properly documented.
3. Step-by-Step Guide: Present a step-by-step guide similar to the one provided earlier, tailored to our team's specific workflow and reservation system. Break down each stage clearly, using simple language and visual aids if necessary.
4. Demonstration: If feasible, demonstrate the process of generating a pro forma invoice and assigning a confirmation number using our reservation system. This hands-on approach can help team members understand the task more effectively.
5. Address Questions: Encourage team members to ask questions and seek clarification as needed. Ensure that everyone understands the task requirements and feels confident in their ability to execute it correctly.
6. Practice Session: Provide an opportunity for team members to practice generating pro forma invoices and assigning confirmation numbers in a simulated environment. Offer feedback and guidance to help them refine their skills.
7. Documentation: Distribute written documentation summarizing the steps for generating confirmation numbers through pro forma invoices. This serves as a reference guide for team members to consult as needed.
8. Assign Responsibilities: Clearly define each team member's responsibilities regarding the new task. Ensure that everyone knows their role and understands how it fits into our overall reservation process.
9. Feedback Loop: Establish a feedback loop where team members can share any challenges or suggestions for improving the task. Encourage open communication and be receptive to constructive feedback.
10. Follow-Up Support: Offer ongoing support and assistance as team members begin executing the task independently. Be available to address any issues that arise and provide additional training if necessary.

OFF DAY 8 May 2024

h20a1470 — 2024-06-16 12:03:55 UTC

NORMAL DAY WORKING ~ 27th - Until end of April

h20a1470 — 2024-07-05 01:35:55 UTC

Mastering Group Reservations: Overcoming Challenges and Strategies ~ 9th - 14th May 2024

h20a1470 — 2024-07-05 02:14:37 UTC

Step 1 - Inquiry (Room, Date, Rate, Number of Pax, and Package)

Step 2 - Pro Forma Invoice (Quotation/Quotation)

Step 3 - Confirmation of Payment Method
(*Lou - Later of Undertaking • Letterhead* / Lo - Local Order / Copy)

Step 4 - Payment / Deposit

Open - After Confirmation
Actual - After Confirmation
Tentative - Before Confirmation (Currently following up via email, awaiting payment)
Inquiry - Before Confirmation

Learning the Process of Making Bookings on our OPERA System ~ 11th - 20th April 2024

h20a1470 — 2024-07-05 02:30:08 UTC

OPERA is a widely used property management system (PMS) in the hospitality industry, developed by Oracle. It helps hotels and resorts manage various operations such as reservations, check-ins, check-outs, room assignments, billing, and more. Here's a general overview of how to fill in details for a booking using the OPERA system:

1. Accessing the System: Log in to the OPERA system using your credentials provided by your hotel or resort.

2. Creating a New Booking:

- Navigate to the reservations or booking section of the system.

- Start a new booking by selecting the option to create a new reservation.

3. Guest Details:

- Enter the guest's personal information such as name, contact details, and any special requests they may have.

- Specify the number of guests (Pax) and their preferences if applicable (e.g., room type, bed preference, view).

4. Booking Details:

- Input the arrival and departure dates for the reservation.

- Select the room type and number of rooms required for the booking.

5. Rate and Package:

- Choose the rate plan applicable to the booking (e.g., standard rate, promotional rate, corporate rate).

- Add any packages or additional services requested by the guest (e.g., breakfast, spa services, airport transfer).

6. Confirmation:

- Review all details entered to ensure accuracy.

- If necessary, apply any discounts or special offers.

- Confirm the booking to generate a confirmation number.

7. Payment Information:

- Optionally, enter payment details such as credit card information or specify payment method (e.g., prepayment, pay at check-in).

8. Finalizing the Booking:

- Save the booking details in the system.

- Optionally, send a confirmation email or notification to the guest with the booking details.

9. Managing Bookings:

- Keep track of bookings through the OPERA system.

- Update or modify bookings as needed (e.g., extend stay, change room type).

10. Completion:

- Ensure all necessary details are accurately filled and stored in the system for future reference and operational purposes.

Following these steps ensures that a booking is processed efficiently and accurately using the OPERA system, facilitating smooth operations and customer satisfaction in the hospitality industry.

Understand all the Package on Website ~ 23th March

h20a1470 — 2024-07-05 02:34:50 UTC

Our task is to thoroughly understand all the packages available on our website. By familiarizing myself with each package, I aim to enhance our direct booking process and ultimately boost resort revenue.

I'll be diligently reviewing the details of each package, including inclusions, pricing, and any special offers or promotions. Additionally, I'll ensure I understand the booking process for guests who choose to book directly with us.

This task is crucial in guiding guests towards making informed booking decisions, and I'm committed to contributing to the resort's revenue growth.

Thank you for assigning me this responsibility. If you have any further instructions or guidance, please don't hesitate to let me know.

Enhancing Hotel Operations: OPERA's Historical Data Analysis for Revenue and Occupancy Forecasting ~ 1th April 2024

h20a1470 — 2024-07-05 02:45:35 UTC

OPERA's History Forecast feature analyzes past data to predict future occupancy and revenue trends, helping hotels optimize pricing and operations effectively.

Managing Reservations: Input Procedures in the OPERA System ~ 2th April 2024

h20a1470 — 2024-07-05 02:53:47 UTC

In the OPERA system, reservations are typically entered by hotel staff directly into the system. The specific details entered include guest information (name, contact details), booking dates (arrival and departure), room preferences (type of room, special requests), rate plans (standard, promotional, corporate), and any additional services or packages requested by the guest.

The reservations are entered into OPERA by front desk agents, reservation agents, or other authorized personnel within the hotel. This ensures that all bookings are accurately recorded and managed within the property management system, allowing for efficient guest service and operational management.

Efficient Management of Reservation Cancellations in OPERA ~ 3th April 2024

h20a1470 — 2024-07-05 03:00:15 UTC

The cancellation system in OPERA allows hotels to efficiently manage guest reservation cancellations by applying pre-set policies, calculating charges automatically, releasing rooms back into inventory, and providing reporting for analysis and decision-making.

OFF DAY 22th May 2024

h20a1470 — 2024-07-17 10:16:59 UTC

OFF DAY 15th May 2024

h20a1470 — 2024-07-17 10:19:27 UTC

Managing Angered Guests: Effective Strategies for Hospitality Professionals ~ 19th - 21th May 2024

h20a1470 — 2024-07-17 10:24:27 UTC

When dealing with an angry guest, it is important for us, as the reservation team, to stay calm and listen to their concerns without interrupting. We should show that we care by expressing understanding and empathy for their situation. Offering a sincere apology for the inconvenience, even if we're not directly at fault, is crucial. We should ask the guest what we can do to resolve the issue and try to provide a solution quickly. Following up to ensure the guest is satisfied with the resolution is essential. Documenting the incident for future reference can help prevent similar problems. Throughout the interaction, we must maintain a professional demeanor, and if the situation escalates beyond our control, we should seek assistance from a supervisor or manager.

Learning How to Satisfy Guests After Issues at Our Resort ~ 23th - 26th May 2024

h20a1470 — 2024-07-17 11:15:03 UTC

Introduction

Guest satisfaction is crucial. Positive experiences matter, even after issues. This report outlines strategies to make guests happy post-incident, including offering complimentary services and tailored solutions based on specific issues.

Addressing Guest Issues

When a guest reports an issue, the first step is to listen attentively and understand their concerns fully. Offering a sincere apology and acknowledging the inconvenience caused is vital. Providing various complimentary services can turn negative experiences into positive ones. For instance, offering a complimentary cake can be a sweet gesture to show our commitment. A complimentary dinner allows the guest to enjoy a special meal on us, enhancing their overall experience. Additionally, providing free access to resort activities such as spa treatments, water sports, or guided tours can help guests feel valued and appreciated.

Tailoring Solutions Based on the Issue

The type of compensation offered should be tailored to the specific issue the guest encountered. If the guest experienced problems with their room, consider upgrading their accommodation or offering a free night's stay. In cases of service delays, providing a complimentary meal or a discount on their current stay can be effective. If the guest faced issues with resort amenities, offering free access to premium amenities or activities can help rectify the situation.

Conclusion

Ensuring guest satisfaction after they encounter issues requires a thoughtful and empathetic approach. By offering appropriate compensation and personalized solutions, we can turn a negative experience into a positive one, maintaining the high standards of our resort and fostering long-term loyalty from our guests.

Learning How to Manage Bookings to Prevent Overbooking ~ 27th - 28th May 2024

h20a1470 — 2024-07-17 11:18:21 UTC

Understanding proper room control involves managing guest arrivals effectively. Typically, our reservation team monitors the number of guests arriving on specific dates to ensure that all arriving guests have rooms and to prevent overbooking. Overbooking occurs when the reservation team fails to monitor the number of arriving guests and accepts all guests without checking room availability on those dates. This issue often arises during peak seasons, such as school holidays. Our team remains vigilant, constantly monitoring available room counts and ensuring that rooms that cannot be sold are not allocated to guests. This proactive approach helps us maintain optimal room availability and guest satisfaction during busy periods.

Handling B2B Overbooking Situations ~ 30th - 4th June 2024

h20a1470 — 2024-07-17 11:20:20 UTC

Handling B2B relationships when the hotel wishes to avoid overbooking involves clear communication, proactive management, and strategic planning. Here are key steps:

1. Clear Contractual Agreements:
- Establish clear terms in contracts with B2B partners regarding booking limits, cancellation policies, and penalties for overbooking.

2. Accurate Inventory Management:
- Implement robust inventory management systems to track room availability accurately and prevent overbooking situations.

3. Regular Communication:
- Maintain open communication with B2B partners to update them on room availability and potential constraints well in advance.

4. Early Warning Systems:
- Set up early warning systems or alerts to notify both parties when booking thresholds are nearing capacity.

5. Flexible Solutions:
- Offer flexible solutions such as alternative dates, room upgrades, or arrangements with nearby hotels in case of overbooking scenarios.

6. Customer Satisfaction Focus:
- Prioritize guest satisfaction by ensuring seamless transitions and compensatory measures if relocation is necessary.

By adhering to these strategies, hotels can effectively manage B2B relationships while minimizing the risk of overbooking and maintaining positive partnerships with their clients.

OFF DAY 27th May 2024

h20a1470 — 2024-07-17 11:21:32 UTC

Learning How to Efficiently Handle Check-Ins ~ 6th - 7th June 2024

h20a1470 — 2024-07-17 11:26:52 UTC

Learning Efficient Check-In Procedures at the Front Office

At the front office, we are trained to efficiently handle guest check-ins while continually learning new practices to enhance our knowledge. During check-in, guests are requested to provide their IC/passport details for resort records. Additionally, we collect information about their ferry check-out time to arrange timely return transportation to the jetty. Our goal is to complete the check-in process within 10 minutes to minimize guest waiting time. In case of any delays during check-in, the resort provides a welcome drink to ensure guest satisfaction. These procedures are crucial for maintaining smooth operations and delivering excellent guest experiences.

OFF DAY 12th June 2024

h20a1470 — 2024-07-17 11:27:31 UTC

NORMAL DAY WORKING ~ 8th -11th June 2024

h20a1470 — 2024-07-17 11:28:44 UTC

OFF DAY 5th June 2024

h20a1470 — 2024-07-17 11:30:14 UTC

Learning about MOD with our manager ~ 27th March 2024

h20a1470 — 2024-07-17 11:39:56 UTC

In a resort, MOD stands for "Manager on Duty." This individual is responsible for overseeing the resort's operations during a specific shift. The MOD ensures that everything runs smoothly, handles any issues or emergencies that arise, and provides support to staff and guests. Their duties may include resolving guest complaints, coordinating between departments, ensuring service standards are met, and making decisions in the absence of higher management. The MOD plays a crucial role in maintaining the resort's quality of service and guest satisfaction. As interns, we have the opportunity to join our manager in performing MOD duties, giving us valuable insights and hands-on experience in resort management.

Gaining Experience with MOD Duties Twice with our Manager ~ 13th June 2024

h20a1470 — 2024-07-17 11:50:31 UTC

We had the opportunity to perform MOD duties twice with our manager. The same methods were used in carrying out the MOD. The MOD shift usually lasts for a 6-hour work period. The reservation team was able to gain new experience through performing MOD duties.

Exploring F&B Service : A Valuable Experience for the Reservation Team ~ 14th - 16th June 2024

h20a1470 — 2024-07-17 12:02:17 UTC

The reservation team had the opportunity to gain experience in the F&B (Food and Beverage) department. We were sent to the F&B section to explore different aspects beyond our roles in Reservations and Front Office. During this time, we learned the proper and courteous way to serve guests at the dining table. Additionally, we gained knowledge about the correct arrangement of table settings and utensils. This experience provided us with valuable insights into providing exceptional guest service in a dining environment.

PUBLIC NORMAL DAY WORKING ~ 17th -18th June 2024

h20a1470 — 2024-07-17 12:04:36 UTC

OFF DAY 19th June 2024

h20a1470 — 2024-07-17 12:05:40 UTC

Learning Proper Guests Massage Techniques: Enhancing satisfaction and preventing complaints ~ 20th June 2024

h20a1470 — 2024-07-17 12:13:09 UTC

The reservation team also had the opportunity to gain new experience in properly conducting massage sessions for guests, particularly those from China. Before massaging guests, we were taught the correct techniques to ensure their satisfaction with our service. This training aimed to prevent complaints regarding dissatisfaction with our massage sessions. It was a rewarding and enjoyable experience that allowed us to develop new skills and knowledge in ensuring guest satisfaction.

Learning how to perform Check-out using Opera ~21th June 2024

h20a1470 — 2024-07-17 12:17:47 UTC

Learning how to perform check-out using Opera involves understanding the operational procedures and software functions within the Opera property management system (PMS). Opera is a widely used PMS in the hospitality industry that facilitates various hotel operations, including check-out processes.

To execute check-out using Opera:
1. Guest Information Retrieval: Access the guest's reservation details and folio within the Opera system.
2. Billing Review: Verify and review the charges on the guest's account, including room rates, additional services, and incidentals.
3. Payment Processing: Accept payment from the guest, which may involve processing credit cards, cash transactions, or applying loyalty points.
4. Folio Settlement: Finalize the guest's account by settling any outstanding balances or charges.
5. Check-Out Completion: Complete the check-out process in Opera, ensuring all transactions are accurately recorded and the guest's departure is registered in the system.

Training in using Opera for check-out typically covers navigating the software interface, understanding transaction procedures, and ensuring accuracy in financial transactions and guest interactions. This knowledge ensures smooth and efficient check-out experiences for guests, contributing to overall customer satisfaction and operational efficiency in the hotel industry.

Managing Ferry Ticket Sales: Critical Responsibilities and financial Implications ~ 22th June 2024

h20a1470 — 2024-07-17 12:29:45 UTC

Reservation entails significant responsibility at the resort. Apart from processing bookings into the system, we also handle the sale of ferry tickets to guests visiting the resort. Not all guests are adept at making these reservations, so as reservations staff, it's our duty to facilitate the process for all guests interested in coming to the resort. Smooth ferry ticket purchases are crucial because any errors in these transactions are non-refundable and non-cancellable. Furthermore, mistakes in this area can create financial challenges for the finance department, directly impacting the company's revenue. Therefore, ensuring meticulous and efficient ticket sales is essential to maintain the resort's financial stability and guest satisfaction.

Revising OTA Invoice: Ensuring Accuracy and Finance Integrity ~ 23th June 2024

h20a1470 — 2024-07-17 12:39:27 UTC

The reservation department also needs to meticulously review invoices from OTAs (Online Travel Agencies). After double-checking whether guests have checked in or canceled, this must be clearly indicated on the provided section. This process is crucial because it involves finances, specifically payments to the OTA. Any errors can result in losses for the resort. Typically, OTA invoices are sent via email two weeks before the payment period.

Consistent Work Routine Throughout the End of June & Internships Insight: Guiding office staff in ~ 24th - 30th June 2024

h20a1470 — 2024-07-17 14:13:47 UTC

We carried out the same work routine throughout the end of June. At the end of June, the internship provided valuable teaching moments for new staff, particularly those joining the front office department. We guided them through the tasks and responsibilities frequently managed by our reservation team.

OFF DAY ~ 26th June 2024

h20a1470 — 2024-07-17 14:19:36 UTC

NORMAL DAY WORKING ~ 1th -3th July 2024

h20a1470 — 2024-07-17 14:23:49 UTC

My Internship Conclude on July 4th - 5th due to The Mandatory Public Holiday Clearance Direct by Management

h20a1470 — 2024-07-17 14:30:57 UTC

Returning Items To The Resort on July 6th

h20a1470 — 2024-07-17 14:33:29 UTC

Enhancing skills in Guest Communication ~ 26th April 2024

h20a1470 — 2024-07-17 15:06:46 UTC

1. First Impressions: It sets the tone for the guest's experience with the resort from the initial interaction.

2. Accuracy and Clarity: Ensures that reservation details are accurately communicated and understood.

3. Problem Solving: Helps in addressing any concerns or special requests effectively.

4. Building Rapport: Establishes a positive relationship with the guest, enhancing guest satisfaction and loyalty.

5. Professionalism: Demonstrates professionalism and competency in handling reservations, reflecting well on the resort's image.

Overall, these skills contribute to providing exceptional service and ensuring a smooth and enjoyable experience for guests booking their stay at the resort.

FINAL ASSESSMENT H20A170

h20a1470 — 2024-07-22 07:04:03 UTC

Berjaya Tioman Resort, Reservation Department

Video Presentation Final Year Internship H20A1470

h20a1470 — 2024-07-22 07:06:24 UTC

Link Youtube For Final Assignment H20A1470