On the first day, I was introduced to several hotel staff in each department. I was also taken to tour the hotel areas such as the staff canteen, front office, kitchen, room and several places.

I was also introduced to the front office manager, Mr. Agus, and several senior front office staff.

Today, I received my first assignment, which was to help pack black bean porridge to be given to fire officers.

( Nuzul Al Quran )

• I learn about a few types of system that be used in reception and how to use it as a receptionist.

• I also learn about the system to activate / deactivate room key card.

• My first task in this day is to make a room key card for the guest using the computer and card scanner

• I learn about the system to check in / out guest.

• I also learn about how to do reservation confirmation of guest online booking.

For the task, I have to make a reservation based on the details that hotel get from online travel agency.

• I also learn about how to greeting guest properly accordingly to the Malaysia standard hotel greeting.

• I with others staff cleaning the front office areas.

• I learn about how to refund the room deposit to the guest

• With guided by the Manager of Front Office, I doing the task smoothly.

• Beside that, I also get a task to do reservation confirmation.

• I completed both of my task using the computer and hotel system

• I learn about 2 types of tax that have to collect from the guest.

• Tourism tax, collect from foreigner guest only

• Local government fee, collect from foreigner and local guest

• For the task, I have to collect the payment from guest and need to explain the reason of collecting

• I learn about different types of room that hotel provide to the guest, including the numbers of room and floor

• I also learn about total pax of guest for each room

• I also learn about the pricing of the room for 1 night

• For the task, I have to assign the room for guest based on the reservation that hotel receive from online travel agency

• I learn about the room deposit, the reason for collecting deposit

• For the task, I have to collect deposit from the guest when they want to check in.

• I completed the task using cash deposit voucher

• I learn about how to use company office phone, such as make a transfer call to others department, room call and outside call.

• For the task, I have to make a transfer call any related department depending on what the callers need. I also have to make a room call to the guest, to inform then about time to check out is almost ended.

• I completed my task using company office phone

• I learn about how to answer the call properly using the right greeting.

• example of sentence : " Good morning, Hotel Sentral Seaview. You're speaking with Zul. How can I help ? "

• For the task, I have to answer the phone when receiving the call using the right sentence.

• I completed my task using the company office phone

• I learn about how to handle the guest complain efficiently from the phone call

• For the task, I receiving the complain from the guest and have to decide which department need to be inform to solve the complain

• For example, the guest complaining about the air conditioner not cold, so I have to inform the issues to the maintenance

• I have to check out the guest and also make a refund to guest that pay for the room deposit. I completed the task using the hotel system and paid out voucher.

• I also have to check in guest and collecting Tourism tax, local government fee and room deposit from the guest

• My task is to photocopy guest identification card (IC) as a guest detail and printing registration card.

• I also use the printer to print reservations and a few document needed by front office.

• I learn about how to use terminal card

• It's use for the card payment, e-wallet and make a settlement when closing shift

• My task is i have to use the terminal when the guest want to make the payment using card at the hotel

• My task is to check out the guest in the hotel system

• I also have to make a call to the guest room to remind them about the check out time.

• Futhermore, I also have to make a refund to the guest who has made the deposit payment.

• I learn how to closing shift before shift ended.

• My task is i have to count the float money on the cashier and make sure have a correct amount to passover to next shift person.

• I get a task as bellman which is I have to help bringing guest luggage using trolley to their rooms.

• I also have to check in guest include collecting tax, hotel payment and any additional payment from the guest.

• In addition, I also learn about how to post payment in the system.

My challenge today was that I received a lot of requests for bellman. This meant that I had to move quickly to deliver their guests' belongings since I was the only one who was the bellman at that time.

The way I overcame this problem was to be faster and more active in completing the task. Although it was a bit tiring, I managed to deliver all the guests' belongings to their rooms on time.

• I learned about the hotel umbrella usage system. For guests who want to use the umbrella provided by the hotel, they will be charged a deposit of RM 50.00.

• The purpose of the deposit payment is as a guarantee in case of damage or loss when guests use the hotel umbrella.

• The deposit will be refunded to the guest if the used umbrella is returned in good condition.

• For the task, I was required to write the details of guests who wanted to use the hotel umbrella in the umbrella loan book and collect a deposit payment from the guest.

I learned about the luggage storage system at the hotel. For guests who want to store their luggage in the luggage room, they need to fill in the luggage tag provided by the hotel.

The purpose of using this luggage tag is to avoid confusion and mixing up luggage between different guests.

For the task, I was required to ask the guests to fill in their details on the luggage tag and I had to put the tag on the guest's luggage.

• I was assigned to check in guests myself without supervision from anyone. This task included registering guest details into the system as well as collecting deposit, Local Government Fee (LGF) and Tourism Tax (TTX) for foreign guests.

• I also made room keys according to guest room number and number of days.

• I completed this task using the computer and system provided by the company.

• I was assigned to make reservations, which is to fill in the details of reservations made online by guests into the hotel system.

• I was also required to do closing cashier before the end of the shift, which is to calculate the amount of money earned on my shift and the amount of cashier money float.

• The challenge faced when performing the task was that I had to ensure that the amount of money available was accurate and equal to the amount in the system.

I was assigned to check in guests. The work process performed was:

• Register guest details

• Photocopy guest's identification card

• Request LGF / TTX / Deposit payment

• Activate room keys.

I performed the task smoothly by using the computer and system provided by the hotel.

I am assigned to check out guests. The work process involved is:

• Refund deposit ( if there is a deposit payment made by the guest ).

I also make reservations for room bookings made online by guests.

• Check out guest

• Refund deposit (if guest has made a payment)

• Answer calls from guests / customers, whether from inside or outside the hotel.

• Inform the housekeeping department for any requests made by guests such as, changing towels, making up room, extending stay and so on.

All these tasks are carried out well using the equipment and systems provided by the hotel.

I was assigned to work on the middle shift where I had to assist the staff from shifts A and B.

The tasks I performed were:

• checking out and checking in guests

• making refund and deposit receipts

• activating room keys

• checking and making reservations

The challenge I faced today was receiving a guest who was not satisfied with the room he got. The guest wanted a room with a full sea view.

The way I solved this problem was to give a clear explanation about the room category he booked that only had a partial sea view. For a room with a full sea view, it was a different category where the guest needed to upgrade from a Superior room to a Deluxe suite.

My tasks today are:

• Check out guests

• Become a bellman, by helping guests carry their luggage and belongings using a trolley from the room to the hotel lobby.

• Answer phone calls from guests / customers whether from inside or outside the hotel.

• Do closing cashier, which is counting the amount of money earned today and ensuring that the amount of float money is sufficient when passing to shift B staff.

My tasks today are:

• Check out guests, including refunding guests who paid room deposits.

• Making reservations for room bookings made online by customers.

• Acting as a witness and dumping money into the hotel's security safe during closing shift.

The challenge I had to face today was:

• A guest disputed that the room booking he made did not include breakfast. The guest stated that he had booked a room that included breakfast.

The way I resolved this problem was to review the booking details made by the guest, then explain to him that the booking he made did not include breakfast while showing him proof of the booking made by the guest.

My tasks today are:

• Checkout guests, including refunding guests who made a deposit.

• Restocking items in the Minimart.

• Making extended stays for guests who want to add more days to their stay at the hotel (including updating information to the housekeeping department).

My tasks today are:

• Check in guests (including registering guest details, photocopying identification cards, activating room keys and taking TTX / LGF / Deposit payments)

• Posting payments that have been collected into the system (Guest Folio)

• Doing closing shifts (counting and ensuring the amount of money earned today is sufficient and accurate as in the cashier's report.

My duties today are:

• Check in guests (Register guest details, photocopy identity cards, activate room keys, take Deposit / LGF / TTX payments)

• Answer phone calls from guests / customers whether from inside or outside the hotel.

• Resolve internal hotel problems, for example complaints from guests staying at the hotel regarding air conditioning, television and so on.

The challenge I faced today was that there were a few guests who did not want to queue when checking in. This caused the Front office counter to become crowded and chaotic and there were a few guests who let their children run around the lobby until they entered the Front office area.

The way I overcame this problem was by asking guests to queue and wait their turn to check in. In addition, I also told guests to always take care of their children and not let them roam until they entered the Front office area.

My tasks today are:

• Check in guests (including registering guest details, activating room keys and taking Deposit / TTX / LGF payments.

• Answering calls from guests who want to make complaints regarding their rooms that are experiencing several problems.

Today, there was a challenge that I faced, namely the computer and card scanner not working, causing me to be unable to activate the room key for guests. Failure to activate the room key automatically caused me to have to open the room door manually for guests.

However, I managed to solve the problem that occurred and the room key could be reactivated automatically via the card scanner.

The tasks I did today were:

• Making reservations for room reservations made online by customers. (The work process involved is that I need to fill in the booking details received from Email, in terms of room price, travel agency involved and type of room booked).

• Managing payments for purchases of goods at Minimart. (I need to calculate the total purchases made by guests and key in the goods and the total payment into the Minimart system.

The challenge faced when carrying out the task is when guests want to make payments for Minimart goods, at the same time there are also guests who want to check in, causing disputes between guests.

To solve this problem, I use effective communication skills such as speaking calmly, politely and convincingly.

My tasks today are:

• Check in guests (same work process, namely registering guest information, photocopying identification cards, activating room keys, taking Deposit / LGF / TTX payments).

• Answering phone calls from guests / customers whether from inside or outside the hotel (update to the housekeeping / maintenance department if there are complaints from guests regarding their rooms).

• Being a witness during the closing cashier (counting the amount of money available for dump in and signing the envelope before dumping it into the safety deposit box).

My challenge today is that there is a phone call from an external customer who wants to make a Hi Tea reservation, but no staff from the Food & Beverage (F&B) department answered the call, causing me to be scolded by the customer for the failure of the F&B staff to serve the customer.

The solution I took to overcome this problem is:

• Take the details of the Hi Tea reservation and pass it over to the F&B staff.

• Make a complaint to the relevant superiors about this problem so that the management can take action and make improvements.

My tasks today are:

• Assisting shift A staff in checking out guests (by helping to write refund receipts for guests who made a deposit payment during check-in)

• Assisting shift B staff in checking in guests (by helping to activate room keys, photocopy guest identification cards and find guest bookings)

• Becoming a bellman by bringing up guest items such as luggage using a trolley.

• Managing Minimart payments (counting the total purchases made by guests and keying in into the Minimart system).

• Making reservations for online room bookings made by guests (including checking hotel emails if there are any bookings received via email).

My tasks today are:

• Assisting shift A staff to check out guests (including writing a refund receipt to be given to guests).

• Making reservations for room reservations made online by guests (checking booking number, type of room booked, payment amount, name of travel agency involved).

• Assisting shift B staff to check in guests (activating room keys, photocopying identification cards and finding booking details).

The challenge I face is when I have to deal with guests from abroad. I have to use English as an intermediary language to carry out my duties.

The way I face this challenge is by trying to convince myself to speak English. Although it is a bit slow, I communicate well and clearly with the guest and the guest understands my conversation.

My tasks today are:

• Helping shift A check out guests (please write a refund receipt)

• Making reservations for room reservations made online by guests (check booking id, payment amount, payment method, room type).

• Helping shift B check in guests (activate room key, search for booking, photocopy identity card).

The tasks I do today are:

• Check in the guest (Register guest details, activate room key, photocopy identity card and take Deposit / LGF / TTX payment).

• Make a phone call (I call guests who make room reservations directly to the hotel to confirm the reservation made).

• Handle complaint (updating complaints made by guests related to their rooms to the appropriate department. For example, the problem of air conditioning not cooling is reported to the maintenance department).

• Post payment (post payments taken from guests such as Deposit / LGF / TTX into the guest folio system).

• Make reservation (check reservations made online by guests and make reservations based on information received from the travel agency company).

Today is the biggest challenge for me because today is a public holiday and the hotel receives a lot of bookings. All the rooms in the hotel have been booked by guests. In addition, I also have to work quickly because my colleagues often disappear from the registration counter, causing me to have to check in guests, take Minimart payments, answer phone calls at the same time.

The way I deal with this problem is to be multi-tasking in completing tasks and working quickly and communicating effectively with guests such as apologizing for the delay in my service and maintaining a smile on my face in front of guests.

The tasks carried out today are:

• Check out guests (including writing refund receipts).

• Answer phone calls from guests / customers whether from inside or outside the hotel (make complaints if guests have problems with their rooms / answer all questions related to the hotel and room reservations).

• Make reservations (including checking emails from travel agents, room availability)

• Manage Minimart payments (calculate the purchase amount and key in into the Minimart system on the computer).

• Be a bellman (help guests carry luggage / goods to their rooms using a trolley).

My tasks today are:

• Check out guests (including writing refund receipts to guests).

• Make reservations (filling in room reservation information made online by guests).

• Be a bellman (helping bring guest luggage/goods to their rooms using a trolley).

• Closing shift (posting minimart money into non-guest folio, printing daily cashier report, counting cashier's float money and making sure there is enough and accurate amount before dump in).

My tasks today are:

• Check out guests (including refunding deposits and writing refund receipts to guests / printing out invoices and receipts to those who want them)

• Make reservations (Filling in guest room booking information into the hotel system, checking room booking emails from travel agencies and bookings from the Sales department).

• Dump money (witness and sign the envelope and dump in form. Then dump the money / envelope into the safe).

• I was assigned to count and check the Minimart inventory and ensure that the number of items available was the same as the number in the system.

• I carried out the task using the Minimart inventory system by the hotel management.

• The challenge I faced in completing this task was when the number of items counted was not the same as the number that should be there, so I had to re-count the items.

The tasks I did today were:

• Check in guests (work processes involved such as registering guest information, taking Deposit / LGF / TTX payments, activating room keys and photocopying guest control cards).

• Make reservations (print out reservations received via email, then fill in the details required for room reservations made by guests online).

• Manage Minimart payments (calculate the total purchases made and key in the items purchased into the Minimart system).

• Answer phone calls (whether from guests / customers who are inside or outside the hotel).

The tasks I did today were:

• Check in guest (work processes involved such as registering guest information, taking Deposit / LGF / TTX payments, activating room keys and photocopying guest control cards).

• Post payment (Post Payment Deposit / LGF / TTX into the guest folio system).

• Closing cashier (making a settlement at the terminal, printing out the daily cashier report, calculating the amount of money earned on my shift and making sure the amount of money available is sufficient, accurate and the same as in the report).

The tasks done today are:

• Check in guest (work processes involved such as registering guest information, taking Deposit / LGF / TTX payments, activating room keys and photocopying guest control cards).

• Post payment (Post Payment Deposit / LGF / TTX into the guest folio system).

• Making extended stays for guests who want to add more days to their stay at the hotel (including updating information to the housekeeping department).

• Today is my first day, working in Housekeeping department.

• i was being introduced to all housekeeping staff

• i also learn about the tool that be used by the housekeeping and the job scopes.

• I was also given a demonstration about the housekeeping work process such as how to make the bed beautifully and other tasks that need to be done by housekeeping.

• cleaning the guest room (guest room is a guest room that has not checked out / guests who stay for a few days)

• I learned how to install the bedsheet / duvet / pillow case beautifully and neatly

• I also learned several things that need to be done when cleaning the guest room such as (changing towels / changing plastic garbage and so on)

  
  

Today's task is quite challenging because I have to clean the room while being watched by the guests who are in the room. This makes me a bit nervous and loses focus on doing the work.

The way I overcome this challenge is by increasing my self-confidence and ensuring that I do the task perfectly.

• Cleaning the room that had been checked out.

• I was given the opportunity to try making the bed. Although it took a while, I managed to complete the task with good results.

• I changed the bedsheet / duvet / pillow case to a new one

• cleaning the room that has been checked out

• cleaning the 2 twin beds (including changing the bedsheet, duvet and new pillowcase)

• wiping the mirror and sliding balcony door

  
  

Today's task is quite challenging for me because there are 2 beds that need to be cleaned at one time. This takes a long time for me to complete since I am still learning.

The way I overcome this challenge is to ensure that the beds that I clean are in a beautiful and neat condition even though it takes a long time. At least, I can provide good results.

• I learned about the setup of the housekeeping trolley, which is the items that need to be in the housekeeping trolley before starting the cleaning task

• I was given the task of filling the necessary items into the housekeeping trolley

• I got the task of cleaning the toilet

• the work process involved is taking out the trash / cleaning the toilet / wiping the entire toilet / changing towels & tissues / putting in the bathroom kit such as toothbrushes, soap and shower cap.

• I also need to make sure the toilet is clean and dry and that all items are placed in their place and sufficient such as towels, tissues and bathroom sets.

• I was assigned to thoroughly clean the toilets for several rooms because no rooms had checked out in the morning.

• Then, I cleaned the rooms that had been checked out (the work process involved was cleaning the toilets, changing towels & tissues, adding toiletries and wiping the mirrors, walls and floors until clean and dry)

• I also made the beds (by changing pillowcases, bedsheets and new duvets)

• I was assigned to clean the toilet of the room that checked out early.

• The work process involved was like taking out the trash, changing new towels & tissues, adding new toiletries and then cleaning and drying the floor, walls and toilet mirror

• Then, I added a coffee & tea set for each room.

• I got a new job which is counting linen

• the work process involved is counting bedsheets, duvets, pillowcases and towels that have been used to send to the laundry.

• I also help my colleagues collect every linen left on each hotel floor

• I was assigned to clean the room

• the work process involved was making the bed, wiping the mirror and table.

• I also changed the bedsheet, duvet and pillowcases.

• I was assigned to clean the toilet

• the work process involved was washing the toilet bowl, changing towels & tissues, adding toiletries and ensuring the floor, walls and mirror were clean and dry.

• Then, I wiped the mirror outside the toilet and also the sliding door on the balcony.

• Wesak day

The tasks I perform are:

• Cleaning the Housekeeping Trolley

• Adding the missing Housekeeping equipment

• Checking and ensuring that all equipment is sufficient and in good condition.

Today,

The tasks I did were:

• Making the beds in the check-out room (changing bedsheets, pillowcases and new duvets)

• Adding drink sets such as coffee, tea, creamer and sugar

• Sweeping the room floor and balcony

The tasks I do are:

• Cleaning guest rooms and check-out rooms

• Cleaning toilets

• Helping colleagues collect & count towels, bedsheets, duvets and pillowcases

The tasks I do are:

• Cleaning the guest room (changing new towels / taking out the trash / sweeping the floor)

• Cleaning the check-out room (changing bedsheets, duvets & pillowcases / wiping the table and mirror / sweeping the floor)

The tasks I did were:

• Installing a new children's play set

• Cleaning the toilet (changing towels, tissues and new bath sets / taking out the trash / wiping the mirrors, walls and floors until clean and dry)

The tasks I do are:

• Cleaning the check out room (changing bedsheets, duvets & pillowcases / wiping tables & mirrors / taking out trash)

• Cleaning the toilet (ensuring walls, floors, mirrors and toilet bowls are clean and dry)

The tasks I do are:

• Cleaning the check out room (changing bedsheets, pillowcases, duvets / wiping the table / sweeping the trash)

• Cleaning the toilet (washing the toilet bowl, floor, walls / wiping the toilet until it is clean and dry)

The tasks I do are:

• Cleaning the toilet (Washing the entire toilet)

• Helping colleagues collect linen on each floor

The tasks I did were:

• Cleaning the room for group check-in (ensuring the room is in a neat and clean condition)

• Cleaning the guest room (changing towels / taking out the trash)

The challenge I faced today was that I needed to clean the room for group check-in quickly, because they would be checking in early. With the large number of rooms, I needed to exert more energy so that the room could be completed within the given time.

The tasks I do are:

• Helping colleagues clean the check out room (clean the toilet / change towels / take out the trash)

• Cleaning the toilet as a whole

The tasks I do are:

• Setting the Housekeeping trolley

• Cleaning the guest room (changing towels / taking out the trash)

• Cleaning the check-out room (cleaning the toilet / changing towels & tissues / putting away the toiletries)

The tasks I do are:

• Do a spring clean (clean the room & toilet in general and in detail)

• Clean the check out room (change duvet, pillowcase, bedsheet / wipe the table and mirror / take out the trash)

Tasks I did were:

• Cleaning guest rooms (changing towels / taking out trash)

• Cleaning check-out rooms (changing bedsheets, duvets, pillowcases / adding coffee sets / sweeping trash)

The tasks I do are:

• Setting the Housekeeping trolley

• Cleaning the guest room (making the bed / taking out the trash)

• Cleaning the checkout room (changing the bedsheet, pillowcase, duvet / sweeping the trash)

The tasks I do are:

• Do a spring clean (clean the entire room in more detail)

• Clean the group check-in room (ensure the room is in a neat and clean condition)

The tasks I did were

• Cleaning the check out room (cleaning the toilet / changing towels & tissues / adding toiletries / taking out the trash)

• Collecting linen on each floor

• Counting the linen collected to be sent to the laundry

The tasks I do are:

• Cleaning the toilet (ensuring the toilet is free from any dirt)

• Helping colleagues clean the check-out room (changing bedsheets, pillowcases, duvets / taking out the trash)

The tasks I do are:

• Cleaning the check out room (clean the toilet / add a bath set / change towels)

• Helping to lift the drinking water stock and send it to each Housekeeping pantry

• Spring cleaning the toilet (wash the toilet bowl / floor / wall / mirror)

Tasks that I did were:

• Collecting linen on each floor (bedsheet, towel, pillowcase, duvet) that had been used.

• Vacuuming the Astana hall

• Doing a spring clean (Cleaning the room as a whole and in detail)

The tasks I do are:

• Cleaning the check out room (changing bedsheets, duvets & pillowcases / wiping tables & mirrors / taking out trash)

• Cleaning the toilet (ensuring walls, floors, mirrors and toilet bowls are clean and dry)

The tasks I did were:

• Cleaning the room for group check-in (ensuring the room is in a neat and clean condition)

• Cleaning the guest room (changing towels / taking out the trash)

• Cleaning the toilet (changing towels, tissues and new bath sets / taking out the trash / wiping the mirrors, walls and floors until clean and dry)

The tasks I do are:

• Cleaning the guest room (change new towels / take out the trash / clean the toilet)

• Cleaning the toilet (spring clean)

• Cleaning the check out room (change bedsheet, pillowcase, duvet / wipe the mirror & table / sweep the room & balcony)

  
  

Today I face a little challenge, which is when doing spring cleaning. I need to wash and clean the entire room more thoroughly in every corner. This task requires me to exert more energy and high focus so that there is no dirt, dust and unwanted odor in the room.

The tasks I do are:

• Cleaning the room that is checked out (work processes such as cleaning the toilet, changing towels and sheets, putting the bathroom kit, ensuring the floor, walls and mirrors are clean and dry.

• Cleaning the toilet in the room that has no guests, ensuring the toilet is always clean

• Making the bed (changing pillowcases, duvets and new bedsheets)

The tasks I do are:

• Cleaning the guest room (changing towels, taking out the trash and sweeping)

• Decorating the room for guests who make reservations.

• Cleaning the toilet

The tasks I did were:

• Cleaning the check out room (changing bedsheets, duvets, pillowcases / wiping mirrors & tables / adding coffee sets)

• Cleaning the guest room (changing new towels / taking out trash / sweeping floors)

• Cleaning the toilet (cleaning & drying floors, walls and toilet mirrors / adding toiletries)

The tasks I do are:

• Cleaning the guest room and check-out room.

The work process involved:

• Cleaning the toilet

• Wiping the mirror, table, window and floor

• Making the bed (changing bedsheets, duvet and sprung pillows)

• Disposing of trash

The tasks I did were:

• Cleaning the guest room (changing new towels / taking out the trash / sweeping the floor)

• Cleaning the check-out room (cleaning the toilet / changing new towels & tissues / adding body gel and shampoo)

The challenge I faced today was that there were guests who left the room in a very dirty and smelly condition. This caused me to have to take a long time to clean the room.

The way I overcame this challenge was by cleaning the room together with a senior staff member.

The tasks I do are:

• Clean the entire toilet (wash the toilet bowl / sink / walls / floors / mirrors)

• Clean the checkout room (change bedsheets, duvet, pillowcase / wipe the table / take out the trash)

The tasks I did were:

• Cleaning the guest room (changing towels / taking out the trash)

• Cleaning the checkout room (cleaning the toilet / changing towels & tissues / putting away the toiletries / taking out the trash)

• Checking the disposal plant because there was a problem with the toilet being clogged

The tasks I do are:

• Cleaning the guest room (changing towels / taking out trash)

• Cleaning the check out room (changing bedsheets / duvet / pillowcase)

• Wiping the table and mirror

The tasks I perform are:

• Cleaning the guest room (changing towels / taking out trash)

• Cleaning the check-out room (changing bedsheets, duvets, pillowcases / taking out trash / wiping tables & mirrors)

• Lifting drinking water stock to the Housekeeping pantry.