I began by reviewing the arrival and departure lists to prepare for guest check-ins and check-outs. I checked room availability and updated the IDB system according to guest bookings and expected departures. Communication with the housekeeping department was also important to confirm room status, such as whether a room was vacant dirty, vacant clean, occupied dirty, or occupied clean.

Through this process, I practiced using the IDB system to record guest data, assign rooms, and monitor room status in real time, which helped me understand the workflow of the front office more effectively.

I also assisted the staff during the check-in process by verifying guest details, assigning rooms, and activating key cards. Additionally, I helped manage customer reservations for walk-in guests and handled direct phone inquiries. During check-out procedures, I ensured that payments were properly settled and guest records were updated in the system.

I also learned how to communicate politely with guests and observed how the staff handled feedback, complaints, and special requests in a professional and efficient manner.

Today’s training focused on understanding the Online Travel Agent (OTA) platforms such as Agoda, Traveloka, Trip.com, Booking.com, and Ctrip. I learned how these platforms play an important role in hotel operations, especially in managing room bookings and guest information. During the session, I was guided through the check-in process, where I learned the types of guest details required and how to properly register them in the system. I also discovered the different payment methods used, including online payments through credit or debit cards, as well as the “pay at hotel” option which is commonly chosen by guests.

I was introduced to the check-in and check-out process using the IDB system. I took time to understand and master the key components of the system, including how to view room arrivals and departures for the day. I also learned how to manage walk-in guests by creating bookings and entering their details accurately into the system. Overall, it was a productive day as I gained valuable knowledge about the hotel’s reservation process and how technology supports smooth front office operations.

Began with checking the room arrivals for the day and reviewing all the printouts for OTA (Online Travel Agent) bookings to ensure that every reservation was correctly recorded in the system. After that, I checked the housekeeping status to confirm the condition of each room, including whether they were clean, occupied, or ready for new guests. This process helped me understand how coordination between the front office and housekeeping is essential for smooth room management.

I learned how to make reservations for guests who contacted the hotel directly through phone calls or walk-in inquiries, with guidance and assistance from the staff. I was also taught how to perform a manual post charge for walk-in guests using hotel facilities, such as the swimming pool, which is priced at RM13 for adults and RM9 for children. Through these experiences, I gained more practical knowledge about handling reservations, updating room status, and managing daily front office operations efficiently.

I learned how to handle guests who were participating in a program held at the hotel from 2/10-4/10. The event involved students from various SBP (Sekolah Berasrama Penuh) across Kelantan, and I learned how to check the guest list provided, verify their names, and distribute room keys according to the assigned rooms.

Focused on learning how to handle phone calls both from internal and external guests. I practiced answering calls from within the hotel, such as from offices or in-house guests, as well as external calls from guests outside the hotel. The staff guided me on how to greet politely, listen carefully, and respond correctly to ensure professional communication. I also learned the importance of providing accurate and clear information to guests to maintain the hotel’s service quality and professionalism.

In addition, I was taught how to manage external guest inquiries regarding room bookings, events, or buffet reservations. For event-related inquiries, the calls were transferred to the sales department, while buffet inquiries were directed to the restaurant department. This training helped me understand the proper communication flow and how different departments coordinate through the front office to ensure every guest’s request is handled efficiently and courteously.

I learned how to update complete customer information in the system before the check-out process, including ID card number, phone number, and stay dates. This task ensures the system runs smoothly, speeds up transactions, and improves the efficiency of customer data management.

I also learned how to handle guest phone calls, especially from those requesting a late check-out or settling their payments. Additionally, I assisted guests who wished to extend their stay by updating their booking details in the system.

Besides that, I practiced entering guest data accurately and efficiently at the front desk. This helps ensure that every process, from check-in to check-out, runs smoothly and quickly without causing any inconvenience to guests. Through this, I understood the importance of maintaining accuracy and efficiency to enhance guest satisfaction and ensure seamless hotel operations.

Began with checking the room status for the in-house guest list of the day. I learned how to identify and update the status of each room in the system, whether it was occupied dirty or occupied clean. This process helped me understand how the front office and housekeeping departments work together to ensure room readiness and smooth daily operations.

On the same day, there was also an opening event for the Buffet Bekwoh 2.0, which welcomed around 80 guests, including special invitees, the general manager, the hotel owner, and several VVIPs.

I assisted the staff in preparing for the event by helping to arrange and organize flyers for the buffet promotion. I also learned that this buffet is held every Monday throughout the month of October. Overall, it was an exciting experience to be part of both the operational and event preparations at the hotel.

I practiced making room bookings through direct phone calls, especially when guests requested to make reservations using a Letter of Undertaking (LOU).

I learned how to handle booking inquiries by recording accurate guest information such as name, contact number, check-in and check-out dates, and room preferences. This task helped me understand the importance of accuracy and attentiveness when dealing with direct reservations.

I was taught how to identify and manage bookings made with an LOU in the reservation system. The staff also guided me on how to correctly remark “Paid with LOU” in the IDB system to ensure proper record keeping and smooth payment processing.

Through this experience, I gained a clearer understanding of how corporate or government bookings are handled and how to maintain professionalism when assisting guests through direct calls.

I learned how to handle guests who were participating in a program held at the hotel from 2/10-4/10.

The event involved students from various SBP (Sekolah Berasrama Penuh) across Kelantan, and I was assigned to assist with their room registration process. I learned how to check the guest list provided, verify their names, and distribute room keys according to the assigned rooms.

Focused on learning how to handle phone calls both from internal and external guests. I practiced answering calls from within the hotel, such as from offices or in-house guests, as well as external calls from guests outside the hotel. The staff guided me on how to greet politely, listen carefully, and respond correctly to ensure professional communication. I also learned the importance of providing accurate and clear information to guests to maintain the hotel’s service quality and professionalism.

In addition, I was taught how to manage external guest inquiries regarding room bookings, events, or buffet reservations. For event-related inquiries, the calls were transferred to the sales department, while buffet inquiries were directed to the restaurant department. This training helped me understand the proper communication flow and how different departments coordinate through the front office to ensure every guest’s request is handled efficiently and courteously.

I was assigned to inspect the rooms scheduled for check-in and to prepare the key cards and breakfast coupons for rooms that include a breakfast package. I ensured that each room received the correct number of breakfast coupons according to the room type : Superior and Deluxe Queen/Twin rooms are entitled to breakfast for two persons, Deluxe Triple for three persons, while Studio and Family Suite rooms are for two persons only.

I have learned how to properly handle room bookings through direct calls and how to explain the check-in procedure to guests. I also gained a better understanding of how to correctly key in room details in the system, whether with or without breakfast.

I was responsible for checking the room arrivals and departures for the day. I ensured that all bookings made through online travel agents (OTA) were complete and properly entered into the hotel system. If there were any OTA bookings, they were printed and organized under the “arrival for the day” list.

I have improved my ability to work independently, especially in handling room bookings made through direct calls. However, confirmation and approval must still be obtained from the hotel staff.

I also learned how to manually post charges for guests who booked rooms with paid valet parking services at RM20 per day. The system will automatically record these post charges into the guest’s billing, and the Front Office will inform the security department for their reference and future coordination.

I have learned how to communicate with guests through the hotel’s WhatsApp. Customers usually contact the hotel to make room bookings and request the booking number along with confirmation details, including the check-in and check-out dates.

This experience has helped me improve my communication skills and better understand how to handle guest inquiries in a professional and efficient manner.

I was responsible for checking all events or programs that included room bookings. This involved reviewing details such as check-in and check-out dates, the total number of rooms booked, and the types of rooms reserved. For events, the Sales Department handles the overall arrangements, Food & Beverage manages meals, while the Front Office is in charge of room allocations.

For today’s date, there was one group from SK Siong Baling, Kedah, which booked a total of 15 rooms. I was also involved in preparing the key card access and breakfast coupons for this group. The list of room numbers had already been prepared in advance by the staff to ensure a smooth check-in process.

I was assigned by the staff to handle the key cards and breakfast coupons for the group arrival from Sri Chamang Travel. The room rate applied was the travel agent rate with breakfast, priced at RM135.00 per room. The group booked a total of 22 twin-sharing rooms.

I assisted in collecting the room keys that had been reserved and in issuing the key cards. I also ensured that all key cards were prepared correctly and checked the room status with the housekeeping department to confirm that all rooms were ready for the group’s arrival.

I was assigned to assist walk-in guests who came to check room availability. There were vacant rooms available, so I proceeded to make the booking as usual. I collected the guests’ information, print the registration card and processed their payments based on the total billing.

This task helped me gain more experience in handling walk-in reservations, ensuring that every step from checking availability to issuing receipts was completed accurately and efficiently

I reviewed the Event Order (EO) involving Pejabat Pos Malaysia and Bengkel Aset organized by Cakna Enterprise to ensure that all event arrangements were properly coordinated.

I also checked the list of room arrivals and departures to make sure the housekeeping and front office teams were well-informed and prepared for guest movements. This task helped me better understand the importance of daily room status updates in maintaining smooth hotel operations.

I was assigned to handle the check-in process for a complimentary room reserved for Che Man, a well-known Malaysian comedian and actor. During his stay, I also took a short video as part of a guest engagement initiative.

I managed the queue for arriving guests whose rooms were not yet ready. I ensured that guests were attended to politely, their details recorded, and the check-in process completed once the rooms became available. This experience strengthened my ability to handle guest flow during peak hours efficiently and professionally.

I assisted with the overall check-in and check-out procedures for guests throughout the day, ensuring that all transactions and guest details were accurately recorded in the system.

I handled buffet Bekwoh reservations made through direct calls, confirming the booking details and updating the respective list for the Food and Beverage department. This provided me with valuable exposure to coordinating between departments to maintain service efficiency.

I was responsible for managing group check-ins for two organizations, which are the Kementerian Pertahanan Malaysia with seven rooms and Measat Broadcast Network Systems Sdn. Bhd. with ten rooms.

I ensured that all room keys and registration documents were prepared in advance to facilitate a smooth check-in process.

I attended to several phone inquiries related to upcoming events and forwarded them to the Sales Department for further assistance. This task enhanced my communication and coordination skills, especially in handling group and event-related matters.

I began the day by reviewing the buffet Bekwoh list to confirm the total number of guests and arrangements with the F&B department. I also prepared key cards and necessary materials for the Big Bikers Group’s check-in process.

I handled various check-ins, including walk-in guests, reservations, and group arrivals. By assisting different types of guests, I gained better understanding of front office operations and learned how to manage different check-in scenarios effectively.

I attended to multiple in-house guest requests, such as providing additional toiletries, towels, blankets, and mineral water. I also assisted walk-in guests by checking room availability and offering suitable room options based on their preferences.

I managed the check-in process for a large travel group occupying 23 rooms, consisting of Deluxe Queen and Deluxe Twin categories.

I also verified OTA bookings to confirm payment status and ensured accuracy in the reservation system.

I handled late check-ins and addressed guest complaints regarding room changes and room conditions, ensuring that all concerns were resolved promptly and professionally.

I checked the list of room arrivals and departures to ensure smooth guest transitions and proper coordination with the housekeeping department.

I also reviewed room availability for each room type to prepare for upcoming reservations.

I have improved in handling phone calls from guests, especially in providing clear information regarding room availability and new reservations. I am now capable of making direct bookings in the system using the PC efficiently, ensuring all guest details are recorded accurately.

I attended to external calls and transferred them to the relevant departments, such as the Sales Department for event-related inquiries. This task improved my communication skills and helped me understand the importance of effective coordination between departments.

I was assigned to handle the check-in process for a large group from Bahagian Hal Ehwal Undang-Undang, Jabatan Perdana Menteri, involving 29 rooms.

I ensured that all key cards and registration forms were prepared in advance to ensure an efficient check-in process.

Apart from group arrivals, I also handled in-house guests’ requests, assisted walk-in guests, and managed direct call bookings. Through this experience, I gained better exposure to handling group operations and maintaining service quality during high-volume check-ins.

I assisted the staff in managing the check-in process for the Melaka FC group, consisting of 20 rooms. In addition, I helped prepare the room key cards and breakfast coupons, as well as issue the key cards to guests upon their arrival.

I maintained active communication with the housekeeping department to confirm room readiness before guest arrival.

I also attended to late check-in guests, ensuring that their registration and room allocation were handled smoothly despite the late hours. This day allowed me to strengthen my multitasking skills and improve time management when handling group and individual arrivals simultaneously.

I had the opportunity to observe and learn how the Sales Department and Front Office communicate regarding upcoming events.

I also learned how to review the Event Order (EO) to understand the details and tasks that need to be carried out by the Front Office team. Additionally, I cross-checked if there were any room bookings linked to the upcoming events.

This learning process enhanced my understanding of event coordination and the connection between different departments in ensuring operational success.

I carried out my usual front office tasks, including assisting with guest check-in and check-out processes.

I focused on improving my communication skills and building self-confidence when interacting with guests. I also learned how to ask and respond to guest inquiries using proper communication etiquette, which helped me develop a more professional approach in handling guest interactions.

I checked the expected room arrivals and departures for the day. I communicated with the housekeeping department regarding the daily housekeeping assignment and learned how to check and print the housekeeping assignment sheet from the system.

I also learned how to handle situations where guests requested an immediate room change due to issues such as air-conditioning problems.

I also learned how to properly report these issues to the maintenance staff for further inspection and action. Through this process, I gained a better understanding of teamwork and coordination between departments to maintain smooth operations and guest comfort.

I checked the buffet Bekwoh booking list to ensure all reservations were properly recorded.

I also verified whether the payments were fully made or only by deposit.

I handled guest payments for the buffet Bekwoh by checking the non-folio guest list based on each person’s booking details.

This task helped me understand the payment verification process and the importance of accuracy in recording guest transactions.

I began the day by checking the expected room arrivals to ensure all preparations were ready.

I also learned more about how to check the housekeeping assignment step by step, which helped me understand the daily coordination process between the Front Office and Housekeeping departments.

I attended the Staff Gathering and Birthday Celebration 2025 and assisted in arranging gifts in the hall.

It was a meaningful opportunity to participate in staff events and strengthen teamwork within the workplace.

I checked all the group arrivals and prepared their key cards along with breakfast coupons.

I checked all the group arrivals and prepared their key cards together with breakfast coupons.

I reviewed the Event Order (EO) with a focus on group bookings to ensure all Front Office tasks were properly completed.

I also double-checked the details with the manager to confirm that every requirement related to the upcoming event was settled.

I handled the check-in process for the IPG Kampus Dato’ Razali Terengganu group, who had booked rooms for a seminar event.

This experience allowed me to enhance my organizational and multitasking skills when managing multiple group arrivals and allowed me to gain a better understanding of the coordination process between departments and the importance of accuracy in event preparation.

I carried out the usual check-in and check-out processes for guests.

I also handled direct call and walk-in bookings, ensuring all guest information was properly recorded in the system.

I attended to guest complaints related to room facilities and took immediate action by informing the maintenance staff for inspection.

This taught me the importance of quick response and problem-solving in maintaining guest satisfaction.

I reviewed all Event Orders (EO) received from the Sales Department to ensure that upcoming group events were well-prepared.

For groups that reserved parking spaces, I printed out the list of group names and arrival dates for proper coordination.

This task helped me understand how to manage group logistics and the importance of attention to detail in preparing for upcoming events.

I made a group booking for Pertubuhan Badan Nasional Malaysia based on the email received. I also checked and sent the proforma invoice to the person in charge for their confirmation.

I reviewed reservation emails from Agoda, Booking.com, WebBeds, and other OTA partners. I also checked for Letters of Undertaking (LOU) from companies to ensure all documentation was complete before arrival.

This helps to strengthened accuracy in documentation and improved understanding of company invoicing processes.

I checked the house status for room departures and arrivals to ensure smooth room turnover. I also made sure that all arriving guests had their rooms properly assigned in the system.

Throughout the day, I handled bookings from direct calls and walk-in guests, explaining that walk-in rates are higher. I reviewed event orders and checked all updated FO tasks, including VIP parking arrangements and room bookings for upcoming events.

This helps in enhancing room management skills and improved ability to explain pricing clearly to guests.

I reviewed the Event Order (EO) for the day, including the Half-Day Seminar by Bonda Nour and the Lunch Set event for Taska Permata Iltizam. This helped me stay updated on daily function requirements and FO responsibilities.

This ensured that the event arrangements were complete and aligned with sales requirements.

I checked the house status for both departures and arrivals. I also reviewed any late check-in or late check-out requests and updated the housekeeping department accordingly.

Throughout the day, I handled several guest requests for room service, including towels, hair dryers, toiletries, and room cleaning.

This helps improved guest service efficiency and strengthened communication with housekeeping.

I learned how to check the hotel forecast in the IDB system and continued improving my skills in navigating the system. I also learned the process of how staff handle cash or credit card drops and how to complete the related forms accurately.

Additionally, I reviewed the Event Order for a full-day seminar organized by Majlis Daerah Tanah Merah.

However, this task will expanded my knowledge in system competency and financial handling knowledge.

I checked the Event Order for the Hi-Tea event hosted by SK Kampung Chengal, which involved 56 participants. I ensured that the FO tasks were clear and properly arranged.

Morever, helps me in improving attention to detail in managing event-related tasks.

I checked OTA bookings from Booking.com, Agoda, Ctrip, and Tiket.com. I printed booking details and verified whether each reservation was automatically keyed into the IDB system.

I also reviewed all the feedback from the guest. Check the level of satisfaction of the room booking and how to carefully reply the comment given.

This helps me better understand OTA processes and reservation accuracy.

REPLACEMENT PUBLIC HOLIDAY

EMERGENCY LEAVE

I checked Event Orders and FO tasks for:

1) 17–19 Nov: Seminar Pejabat Pertanian Kubang Pasu Kedah

I handled check-ins and check-outs, including responding to guest complaints and coordinating solutions.

This helps me develop better problem-solving and customer service skills.

I checked Event Orders and FO tasks for:

1) 18–20 Nov: Full-Day Meeting – RHA Enterprise

I managed check-ins, check-outs, and guest requests.

This helps improve my multitasking skills during busy operations.

I handled the daily check-in/out process, took direct call bookings, managed walk-in reservations with different price rates, and rechecked the next day’s Event Order.

This helps me become more confident in handling mixed booking channels.

I reviewed Event Orders for:

I handled direct call bookings, explained room rates clearly to guests, and responded to in-house guest requests such as extra pillows and amenities.

This helps strengthen my communication and hospitality etiquette.

I handled group check-ins:

I reviewed the Event Order file and ensured preparations for VIP reserved parking, especially for:

1. Lunch SMK Mulong – 84 pax

I also improved my communication skills when assisting foreign guests during check-in.

This helps boost my confidence in handling international guests professionally.

I handled email bookings, printed the booking documents, and prepared key cards and breakfast coupons for:

I checked reservation emails and forwarded event + room bookings to the Sales Department. I verified booking dates with the sales PIC.

I handled group check-ins for:

I checked bookings from both the hotel website (manual) and OTAs (auto).

I conducted inventory checks for card holders, breakfast coupon books, envelopes, A4 paper, and printer ink, and submitted the purchasing list to the manager.

This helps me better understand inventory control and front office supplies management.

I rechecked Event Orders and confirmed payment status for:

I handled walk-in guests for the swimming pool from 7am–7pm.

I created non-guest folios and recorded payments correctly. Later, I handled a late group check-in from a travel agent (22 rooms).

This helps build my cashiering confidence and ability to handle large check-ins efficiently.

Checked all room departures and room arrivals for the day.

Reviewed reservation emails, especially bookings with LO or EP payment methods.

Answered calls from external guests, mainly inquiries about the December Steamboat Promotion.

• Steamboat Promo: RM50 for 2 pax (1–31 December 2025, by reservation only).

Printed booking details from the Sales Department, including receipts for deposit or full payment.

Created folios for each booking and key in all payments into the system.

Arranged the booking list by date and ensured each folio number was written correctly on the printed documents.

Created individual folios for all steamboat bookings and ensured payment records were accurate.

Learned how to take appropriate action for no-show bookings, including updating the system and informing the relevant department.

Practised multitasking by handling guest check-ins at the counter while also managing direct-call bookings at the same time.

Answer inquiries from guests regarding promotions, reservations, and room availability.

Checked the Event Order (EO) for the day and ensured all Front Office–related tasks were completed.

1. Half-Day Meeting – Jabatan Pendakwaan Syariah (24 pax)

2. Lunch – Al Amin Tropicana School KB (41 pax)

Reviewed and updated the steamboat booking list.

Ensured all steamboat reservation details were correctly keyed into the system.

Communicated with the Sales Department through WhatsApp regarding steamboat orders and daily reservation updates.

Regularly checked and updated the latest booking list to ensure all new reservations were recorded accurately.

Ensured all full-payment steamboat bookings were correctly updated in the Excel system.

Verified payment details and cross-checked them with the information provided by the Sales Department.

Reviewed the Event Order (EO) for the day, including:

1. Halfday Seminar – Sekolah Menengah Kebangsaan Ayer Lanas (120 pax)

2. Lunch Function – SMK Dewan Beta (110 pax)

Cross-checked with the Security Department regarding VIP parking reservations to ensure proper arrangements.

Verified the 6/12 reservation list in the Excel system and checked payment status for each booking (deposit or full payment).

Attended to guest requests for room amenities, including iron, ironing board, towels, and sejadah, ensuring prompt and efficient service

Reviewed and updated the steamboat booking list.

Print out the excel list name and pin together with the booking form

Ensured all steamboat reservation details were correctly keyed into the system.

Answered calls from external guests, mainly inquiries about the December Steamboat Promotion.

Print booking details from the Sales Department, including receipts for deposit or full payment.

Created folios for each booking and key in all payments into the system.

Communicate with F&B assistant for the confirmation for the steamboat guest’s booking list.

Checked guest arrivals and departures for the day and reviewed the online booking list, ensuring accurate identification of reservations with and without breakfast inclusion.

Communicated with the Sales Executive in charge regarding amendments to the SK Badak group room bookings.

Updated the room amendments in the hotel system to prevent double bookings and ensure accurate room allocation.

Reviewed the Event Orders (EO) for the day, including a full-day meeting by Dyraa Facespa Sdn. Bhd. and a dinner event by KRT Parlimen Kota Bharu.

Rechecked the room schedule and coordinated with the Housekeeping Department to confirm room availability and status for arriving guests.

Reviewed the Event Order for the MRSM Kuantan event, including group check-in arrangements for room bookings.

Checked additional Event Orders for the following functions:

• SMU (A) Hamdiah – Lunch at Lagenda Restaurant

• HUSM (Unit Perpustakaan) – Dinner at Poolside

• SK Badak – Dinner at Topaz Ballroom

Ensured all Front Office-related tasks for the above events were prepared and coordinated accordingly

Checked guest arrivals and departures and reviewed online bookings for the day.

Check details for all the EO of the day and make sure all the task given settled include VIP parking

Verified reservation details to ensure correct identification of bookings with or without breakfast inclusion.

Checked guest arrivals and departures and reviewed online bookings for the day.

Verified reservation details to ensure correct identification of bookings with or without breakfast inclusion.

Handle walk in guest for swimming pool: key in total pax for adult and child and the payment in the folio.

Regularly checked and updated the latest steamboat booking list to ensure all new reservations were recorded accurately.

Ensured all full-payment steamboat bookings were correctly updated in the Excel system.

Verified payment details and cross-checked them with the information provided by the Sales Department.

Checked updates on room bookings and reviewed booking remarks, particularly for reservations requiring payment collection or additional charges.

Updated the latest steamboat booking list in the Excel system and ensured all new and amended reservations were accurately recorded.

Shared the updated booking information with the Finance and Food & Beverage Departments to ensure smooth coordination and operational readiness.

Checked guest arrivals and departures for the day and reviewed the online booking list, ensuring accurate identification of reservations with and without breakfast inclusion.

Handled guest requests related to reservation date changes and special requests, ensuring updates were accurately reflected in the system.

Assisted in reviewing Event Orders (EO) received from the Sales Department and arranged them systematically by date in the event file.

Checked reserved parking arrangements, particularly for VIP parking, and prepared printed parking notices for operational use.

Communicated with the Food & Beverage and Sales Departments regarding fully booked steamboat dates to ensure accurate coordination.

Identified online bookings and verified guests’ payment status, distinguishing between prepaid reservations and those requiring payment at the hotel.

Printed reservation details for bookings requiring payment upon arrival and arranged them according to arrival dates for Front Office reference.

Checked all expected arrivals and coordinated with the Housekeeping Department to confirm room availability and readiness.

Reviewed departure updates, including guest requests for stay extensions or late check-out arrangements, and updated the system accordingly.

Checked all expected arrivals and coordinated with the Housekeeping Department to confirm room availability and readiness.

Reviewed departure updates, including guest requests for stay extensions or late check-out arrangements, and updated the system accordingly.

Checked all expected arrivals and coordinated with the Housekeeping Department to confirm room availability and readiness.

Reviewed departure updates, including guest requests for stay extensions or late check-out arrangements, and updated the system accordingly.

Assisted with the daily check-in and check-out process

Checked guest arrivals and departures and ensured booking details were accurate in the system.

Responded to guest inquiries politely and provided basic information regarding hotel facilities.

Reviewed online and direct bookings for the day and verified reservation details.

Reviewed the event order:

• Persatuan Peguam Syarie Kelantan (halfday meeting)

• Pendi Jaya Motor Work Sdn Bhd (dinner)

Assisted in preparing key cards and documents for arriving guests.

Handled guest requests and ensured coordination with relevant departments when necessary.

Monitored room availability and updated the system based on arrivals, departures, and extensions.

Answered incoming calls related to room inquiries and reservations.

Reviewing the Event Order (EO) and understanding all event details, including date, time, venue, number of participants, and type of event.

1. Akademi Tunas Tumpat (Dinner) - 53 pax

Coordinating with the Sales Department to confirm event requirements and any last-minute amendments.

Checking payment status for the event and room bookings (deposit or full payment).

Performed daily duties as usual, including check-in and check-out procedures.

Reviewed booking lists and ensured all reservation details were updated correctly.

Continued to improve communication skills when interacting with guests in a professional manner.

Actively promoted the New Year room promotion for Superior Rooms at RM145, inclusive of breakfast for two persons, to guests making direct calls, and encouraged them to take advantage of the offer.

Managed room reservations received through direct calls, emails, and online travel agents (OTA), ensuring booking details were accurately recorded in the system.

Answered incoming calls and responded to guest inquiries in a professional and courteous manner. Especially for Promo New Year 2026

Verified guest booking details, including room type, length of stay, and payment status.

Handled walk-in guests by explaining room rates, available promotions, and hotel policies clearly.

Attended to guest requests for room amenities and special arrangements, ensuring timely follow-up.

Coordinated with the Sales Department regarding group bookings and event-related arrangements, including:

1. Kedai Emas Sri Siantan – Half-Day Meeting (30 pax)

2. Politeknik Kota Bharu – Lunch Event (15 pax)

3. Bank Rakyat Kota Bharu – Dinner Event (36 pax)

Handled guest check-in and check-out procedures according to Front Office standards.

Managed room reservations from direct calls, emails, and OTA platforms.

Checked the stock of Front Office supplies and ensured all items were sufficient, organized, and ready for daily operations.

Handled guest requests for room changes due to room issues, as well as room upgrade requests.

Explained available room upgrade options and additional charges clearly to guests.

Updated room change and upgrade details in the system and processed additional payments according to hotel procedures.

Reviewed room reservations from OTA platforms, verified breakfast inclusion, confirmed payment status, and printed booking details for reference.

Checked reservations in the hotel system and adjusted room rates when discrepancies were identified, particularly regarding breakfast inclusion or exclusion.

Reviewed the Event Orders (EO) for the day, which included:

1. Bomba Kelantan – Dinner

2. Kastam Kelantan – Dinner

Ensured all Front Office-related tasks for the events were prepared, including coordination with Housekeeping, key card preparation, and verification of guest arrivals.

Reviewed online bookings from platforms such as Agoda to identify reservations using the “pay at hotel” payment method.

Printed booking details for such reservations and added remarks in the hotel system for payment collection purposes.

Coordinated with the Housekeeping Department to check room status and availability.

Attended to in-house guest requests received via WhatsApp and ensured timely follow-up

Reviewed the Event Order (EO) for the day:

• SMK Ismail Petra – Half-Day Meeting (90 pax)

Verified event details including date, venue, and number of participants, and updated the Sales Executive in charge accordingly.

Reviewed the Event Orders (EO) for the day, including:

• SK Kubang Kerian 1 – Half-Day Meeting (95 pax)

• SK Raja (P) Budriah – Half-Day Meeting (34 pax)

• Lunch Event – Puan Najwa (10 pax)

Ensured all event details were accurate and properly communicated to relevant departments.

Reviewed the Event Orders (EO) for the day, including:

• Al Amin Tropicana School – Lunch (34 pax)

• Unit Pathology HUSM – Lunch (40 pax)

Confirmed event arrangements and ensured Front Office-related preparations were completed.

Reviewed the room forecast for January to understand occupancy trends and upcoming arrivals.

Reviewed the Event Order (EO) for the day:

• Nasken International Sdn. Bhd. – Dinner (45 pax)

Verified all event details and ensured accuracy in coordination with the Sales Department.

Handled walk-in guests by checking room availability with the Housekeeping Department.

Created reservations based on guest preferences and collected payments according to walk-in room rates.

Ensured rooms were in Vacant Clean status to avoid incorrect room assignments.

Reviewed the Event Orders (EO) for the day, including:

• Puan Ayu – Dinner (20 pax)

• Majlis Daerah Jeli – Hi-Tea and Meeting (50 pax)

Confirmed event details and ensured Front Office preparations were in place

Checked daily room arrivals and departures as per routine Front Office procedures.

Reviewed reservation emails, including bookings from the hotel website and Wedbed Online Travel Agent.

Coordinated breakfast arrangements for the following day with the Kitchen and Food & Beverage Departments.

Updated room requests and operational issues in the internal WhatsApp operation group.

Answered calls from in-house guests regarding amenities and service requests.

Checked group arrivals for the day, including:

• FELDA Wilayah Gua Musang (Puan Izzati) – 10 rooms

• FELDA Wilayah Gua Musang (Puan Khairul) – 2 rooms

Checked and prepared manual keys for selected rooms.

Reviewed reservation emails and updated booking details accordingly.

Arranged rooms for bookings in the system.

Checked floor status updates for the day, including floors that were closed, on standby, or open based on the room schedule.

Checked emails from external guests, especially for room inquiries and reservations.

Arranged rooms for bookings in the system.

Checked floor status updates for the day, including floors that were closed, on standby, or open based on the room schedule.

Kept continuous updates with the housekeeping team.

Checked emails for room quotations and updated guests accordingly.

Checked emails from external guests, especially for room inquiries and reservations.

Checked events scheduled for the day:

1. Zurich Takaful Lembah Sireh – Full-day seminar (30 pax)

2. PPD Pasir Mas – Lunch event (96 pax)

Checked reservation emails received from the hotel website and manually keyed in booking details into the system.

Checked guest requests and booking amendments.