DATE: 7/4/25 (MONDAY)
Location:RECEPTION

TIME:7AM-3PM

WORK INVOLVED:

CHECK OUT AND CHECK IN GUESTS

• This activity provides hands on exposure to the guest check out process, which is a critical aspect of hotel operations. The student was guided on how to check the guest's folio, interact professionally with the guest, and process the payment efficiently.

EQUIPMENT USED:

1.PC (Personal Computer) / Desktop Computer

• Used at the front office counter. Its function is to access the PMS system Main features: record check-in, check-out, payment, guest request, special notes data.

2.PRINTER

• To print registration forms, payment bills, guest receipts.

3.TELEPHONE SET

• Although a lot of information is recorded in the PC, FO staff also use internal phones for quick communication with housekeeping, maintenance, F&B.

4. CASH DRAWER / POS Terminal

• Used with PC to record cash or credit card payments during guest check in/check out. 5. CCTV Monitor To monitor security and surveillance of the lobby/front office area.

  
  

RELATION TO THEORY AND PRACTICE ( UMK)

• In hotel operations, a Guest Folio is used to record all transactions of a guest during their stay, such as room charges, food and beverage bills, and other services.

• In UMK Tourism activities like MICE events (e.g,UMK Bekwoh), industrial visits, and student tour packages, a similar concept is applied.

• Organizers must track all participant payments such as registration fees, booth charges, accommodation, and meal costs.
  This practice mirrors the hotel Guest Folio, teaching students the importance of accurate record keeping for smooth operations and billing.

ISSUES OR CHALLENGES:

• Lack of confidence when checking guest folios due to limited hands-on experience with the actual system.

• Minor errors in the final bill calculation, which could potentially affect the professional image.

• Guests rushing to check out, creating pressure to complete the process quickly.

  
  

SOLUTION:

• Additional training using hotel simulation systems (HMS) to familiarize students with the folio process and billing system.

• Customer communication training to improve confidence and efficiency when interacting with guests.

DATE: 8/4/25(TUESDAY)
LOCATION:RECEPTION

TIME:7AM-3PM

WORK INVOLVED:

1. Time Limit for Check-Out:

• Ensure that the guest check-out is completed before 12:30 PM. Any check-out after this time will incur late check-out charges.

  
  

2.Checking the Guest Folio:

• Review the guest’s folio to ensure all charges (e.g., accommodation, additional services, etc.) are correctly recorded and paid. Verify that there are no outstanding balances.

3.Handling Related Rooms (Multiple Rooms Under the Same Name):

• If the guest has multiple rooms under the same name, ensure the following:

• Check each room individually, making sure all charges for each room are included in the folio.

• Update the guest folio to include all related rooms, ensuring that the charges for all rooms are listed under the same guest name and main card.

• Release the rooms sequentially: Begin with the rooms that are ready to be released, confirming with housekeeping that the rooms are cleared before finalizing the check-out.

4.Finalizing the Check Out:

• Once the charges have been confirmed and processed, issue a receipt to the guest and complete the transaction.

• Greet the guest politely and thank them for their stay, ensuring any additional requests or feedback are addressed.

  
  

EQUIPMENT USED

PC (Personal Computer) / Desktop Computer

• Used at the front office counter. Its function is to access the HMS system Main features: record check in, check out, payment, guest request, special notes data.

RELATION TO THEORY AND PRACTICE ( UMK)

• Time Management:

  • Completing the check out before 12:30 PM to avoid extra charges can be challenging, especially when handling multiple rooms under the same name or group reservations.

• Complexity in Handling Multiple Rooms:

  • Managing several rooms for the same guest can be tricky, as it requires careful attention to ensure all charges are included and there are no errors in the folio.

  
  

SOLUTION:

1. Improved Time Management:

   • Set clear internal reminders to ensure check out is completed by 12:30 PM. If necessary, consider prioritizing rooms that are ready to avoid delays.

2. System Enhancement:

   • Optimize the system for real time updates of room statuses and charges to reduce errors and improve efficiency in the check out process.

     
     

     
     

WORK INVOLVED :

• Reservation Management Process:

  my primary task was to manage bookings received through various channels such as OTA (Online Travel Agents), walk-ins, corporate bookings.

• Checking Reservations and Special Guest Requests:

• Reservation Confirmation Process:their details were entered into the system

• Explanation of Check Out Confirmation Process via Phone Call:

• Handling Phone Calls (Internal and External)

ISSUES OR CHALLENGES

• Difficulty in Managing Different Reservation Types

• System Delays: the reservation system had delays or issues with updating guest details, leading to confusion when confirming bookings or processing deposits.

• Room Allocation: there were issues with room availability, especially when a room was shown as available in the system but was actually unavailable due to overbooking.

  
  

RELATION TO THEORY AND PRACTICE ( UMK):

• Connection to Reservation Management Theory:

  • During my studies at UMK, I learned about the importance of effective communication and problem-solving when dealing with guests, which is exactly what I applied in confirming guest check-out times and addressing any issues like WiFi connectivity.

  • I applied my knowledge of customer relationship management (CRM) to interact with guests and ensure that their check out was smooth and stress free. The importance of updating the system in real time, which I learned in class, was particularly relevant during my time in the reservation department, ensuring that all guest data was accurate and current.

    
    

SOLUTION:

1. Improving Reservation Management Across Channels:

   • Ensure efficient handling of all reservation types (OTA, walk-ins, corporate bookings, holidays) by providing clear guidelines and training for staff on managing each type properly.

2. Training on Reservation System Usage:

   • Further training on how to navigate the reservation system to ensure real time updates and reduce any errors or delays in booking confirmation and processing.

3. WiFi Connectivity Troubleshooting Guide:

   • Ensure seamless communication with the IT support department to resolve technical problems.

     
     

LOCATION:RESERVATION

WORK INVOLVED:

• Attended staff department briefing at 3:00 PM.

• Called guests to double confirm their check out before 12:30 PM.

• Answered incoming and outgoing calls (internal and external).

• Took notes regarding booking cancellations, especially those made through travel agents.

EQUIPMENT USED:

• Telephone (for internal and external communication).

• Computer/Hotel system terminal (to check and update booking statuses).

• Stationery (for manual recording if necessary).

RELATION TO THEORY AND PRACTICE ( UMK):

1.Tourism Marketing

• Understanding the role of travel agents in bookings and cancellations.

2.Customer Service Skills

• Applying effective communication techniques when dealing with guests and agents.

ISSUES OR CHALLENGES:

• Some guests did not answer phone calls when confirming check out times.

• Some booking cancellations were not properly updated by travel agents, leading to confusion.

• Limited time to complete guest confirmation calls before the check out deadline.

SOLUTIONS:

• Sending WhatsApp or SMS messages to guests who did not answer phone calls.

• Verifying cancellations directly through the travel agent system or by contacting the agents for immediate confirmation.

• Consulting with the supervisor for further instructions in special cases.

LOCATION:RECEPTION

WORK INVOLVED:

• Attended briefing with the staff department.

• Answered phone calls from internal and external lines.

• Learned how to create room key cards using the computer (PC).

• Assisted in guest check out at the reception desk.

• Received an explanation on the procedures for guest check in, extending guest stays, and handling government related ( LO) bookings with a basic overview.

  
  

EQUIPMENT USED:

• Office telephone for internal and external communication.

• Computer and hotel management system for creating room key cards and managing bookings.

• Room key card encoder machine.

• Logbook or digital system to record check in and check out

• Stationery (pens, notebooks) to take important notes during briefings and explanations.

  
  

RELATION TO THEORY AND PRACTICE ( UMK):

• Hospitality Management - Importance of professional service when interacting with guests.

ISSUES OR CHALLENGES:

Initial confusion in using the hotel system to create room key cards due to unfamiliarity with the software layout.

SOLUTION

• Direct guidance from senior staff to clearly understand the step by step process for creating room key cards.

• Took important notes about the check-in, stay extension

  
  

LOCATION:RECEPTION

WORK INVOLVED:

• Attended briefing with the staff department.

• Received walk in guests and made offline bookings for FIT , manually through the hotel system.

• Collected guest information including full name, identification/passport number, check in and check out dates, and special requests (if any).

• Assigned rooms and issued confirmation manually through the system.

• Proceeded to create room key cards after booking completion.

EQUIPMENT USED:

• Computer with hotel Property Management System (PMS) for entering guest details and booking rooms.

• Reservation form/manual booking record (for double check or backup).

• Key card encoder machine (to encode room keys).

• Office telephone (if needed for internal confirmation or communication).

RELATION TO THEORY AND PRACTICE ( UMK):

Customer Service and Hospitality Skills

• The primary goal of the call was to double check with the guest, confirming that they were prepared for check out and reminding them of the check-out policy.

  
  

ISSUES OR CHALLENGES:

• Risk of errors when entering guest information manually (e.g spelling mistakes,wrong dates).

• Confusion if the room inventory was not updated immediately (possibility of overbooking).

• Some guests had special requests that needed immediate checking with supervisors (such as late check out or room upgrades).

SOLUTION:

• Carefully double checked guest information before saving the booking in the system.

• Updated room inventory immediately after every manual booking to avoid overbooking issues.

• Maintained professional communication to reassure walk in guests during manual booking.

LOCATION:RESERVATION

TIME:9-5PM

WORK INVOLVED:

• Briefing and introduce with another team front office

• Learn how to do remarks reservation travel agent which is AGODA,BOOKING.COM, CTRIP AND ANOTHER

EQUIPMENT USED:

HMS(HOTEL MANAGEMENT SYSTEM)

RELATION

LOCATION:RESERVATION

TIME:

WORK INVOLVED

• Briefing

• Do remarks reservation(OTA)

• Have a look all the type room and facilities in hotel

  Assisted by En Ahmad Arif Firdaus(Senior Supervisor)

LOCATION:RESERVATION

TIME:9-5PM

WORK INVOLVED:

• Briefing with team front office

• Have looking swiss belhotel International

• Do remarks OTA

  
  

EQUIPMENT USED

• PC

LOCATION:RESERVATION

TIME:9-5PM

WORK INVOLVED:

• Briefing with team front office

• Do remarks reservation OTA

  
  

EQUIPMENT USED

• PC

LOCATION:RESERVATION

TIME:9-5PM

WORK INVOLVED:

• Briefing with team front office

• Do remarks reservation OTA

EQUIPMENT USED

• PC

LOCATION:RESERVATION

TIME:9-5PM

WORK INVOLVED:

• Briefing with team front office

• Do remarks reservation OTA

EQUIPMENT USED

• PC

LOCATION:RESERVATION

TIME:9-5PM

WORK INVOLVED:

• Briefing with team front office

• Do remarks reservation OTA

EQUIPMENT USED

• PC

LOCATION:RESERVATION

TIME:9-5PM

WORK INVOLVED:

• Do remarks reservation (OTA)

• Learn how to call guest to double confirm they have extend booking or check out before 12.30

• Briefing with staff department

EQUIPMENT USED:

• Telephone

• HMS

LOCATION:RESERVATION

TIME:9-5PM

WORK INVOLVED:

• Do remarks reservation

• Call guest to double confirm check out before 12'30pm

• Briefing with staff department

• Contact or calling guest for check in

EQUIPMENT USED:

• Telephone

• HMS

• Whatsapp

LOCATION:RESERVATION

TIME:9-5PM

WORK INVOLVED:

• Do remarks reservation

• Call guest to double confirm check out before 12'30pm

• Briefing with staff department

EQUIPMENT USED:

• Telephone

• HMS

• Whatsapp

LOCATION:RESERVATION

TIME:9-5PM

WORK INVOLVED:

• Do remarks reservation

• Call guest to double confirm check out before 12'30pm

• Briefing with staff department

EQUIPMENT USED:

• Telephone

• HMS

• Whatsapp

DATE : 2/4/25 (WEDNESDAY)

LOCATION:RESERVATION

TIME:3PM-11PM

WORK INVOLVED:

• Briefing with the staff department at 3 pm to receive important updates and information for the day.

• Picked up internal calls to answer any inquiries or provide internal communication.

• Learned about FOCAST , from Nur Athirah bt Yusoff (Senior Front Office), including how to update information such as departure, occupancy, arrival, room sold, and stay over.

• Updated the FOCAST information in the system and shared the details via WhatsApp with relevant departments for real time updates.

  
  

EQUIPMENT USED:

• Internal phone system to answer calls from other departments.

• WhatsApp or internal messaging system for communication and sharing updates with the team.

• Hotel management system (HMS) for checking occupancy, arrivals, departures, and room availability.

  
  

RELATION TO THEORY AND PRACTICE ( UMK):

Theoretical Knowledge:

• If related to the theory according to the MICE program, namely Meetings, Incentives, Conventions, Exhibitions departure" refers to how we manage the termination of interactions between students and outsiders, for example through appreciation sessions, feedback, and follow-up after the event.

• Room Sold: The number of students and outsiders attending an activity can be equated to the number of rooms sold , the more participants, the more successful the event was in attracting attention.

• Occupancy: The level of active engagement of participants throughout the event reflects the occupancy rate, not just attendance, but how actively participants interacted, asked questions, and contributed to the session.

  
  

  
  

  
  

LOCATION:RESERVATION

TIME:3PM-11PM

WORK INVOLVED:

• Managing Reservations OTA

• Pickup the call guest

• Confirming Reservations and Addressing Special Requests

EQUIPMENT USED:

• Internal phone system to answer calls from other departments.

• WhatsApp or internal messaging system for communication and sharing updates with the team

RELATION TO THEORY AND PRACTICE ( UMK)

1. DIGITAL EVENT MARKETING

• UMK promotes programs like UMK Bekwoh through social media, official websites, online event platforms like Eventbrite or event booking sites. This is similar to how OTAs "list" their hotels ,UMK "lists" their events so that outsiders know.

2. ONLINE REGISTRATION

• UMK does participant registration online Google Form, Eventbrite, or internal system. This is similar to how OTAs make room/hotel reservations easier.

3. BUILDING REPUTATION AND POSITIVE REVIEWS

• After the event, UMK will ask for participant feedback and testimonials. This is similar to how OTAs collect customer reviews ,it is important to attract more participants in the future.

ISSUES OR CHALLENGES:

1. CHALLENGES WITH OTA RESERVATIONS:

• One challenge faced was handling OTA reservations, where booking details sometimes didn’t match the information in the system. This required careful attention and coordination with OTA platforms to ensure that the guest’s booking was correctly reflected in the hotel’s system.

  
  

ROOM ALLOCATION CONFLICTS:

• There were times when room types available in the system didn’t align with guest preferences, leading to issues with room allocation. This required flexibility and creativity to find alternative solutions for guests while ensuring their expectations were met.

LOCATION :RESERVATION

TIME:3PM-11PM

WORK INVOLVED:

• Briefing with Staff Department to understand the task and priorities for that day

• Incoming Calls (Internal and External)

EQUIPMENT USED:

• Telephone

• HMS

  
  

LOCATION :RESERVATION

TIME:3PM-11PM

WORK INVOLVED:

• Briefing with Staff Department to understand the task and priorities for that day

• Incoming Calls (Internal and External)

  
  

EQUIPMENT USED:

• Telephone

• HMS

LOCATION:RESERVATION

TIME:9-5PM

WORK INVOLVED:

• Briefing with team front office

• Do remarks reservation OTA

EQUIPMENT USED

• PC

LOCATION:RESERVATION

TIME: 3PM-11PM

WORK INVOLVED:

• Attended staff briefing at the beginning of the shift to receive updates on issues or special requests from the morning shift.

• Answered incoming phone calls from in house guests and external callers regarding room rates, facilities, and service requests.

• Replied to WhatsApp messages from guests (e.g.requests for amenities, location inquiries, check in/check out queries).

• Assisted in making new bookings and updating reservations in the system.

EQUIPMENT USED:

• Telephone and WhatsApp Business on front office device

• Hotel reservation system / Hotel Management System (HMS)

• Booking records (manual or digital)

• Logbook for shift handover notes and follow ups

RELATION TO THEORY AND PRACTICE ( UMK):

• Hospitality Communication: Responding to guest inquiries through phone and WhatsApp reflects communication practices taught in Tourism Communication and during university events involving guest services.

  
  

• Shift Briefing and Reporting: The evening briefing mirrors what we learned about hotel operations and the importance of intershift communication, which was also practiced during group tourism projects or events at UMK.

LOCATION:RESERVATION

TIME: 3PM-11PM

WORK INVOLVED:

• Attended staff briefing at the beginning of the shift to receive updates on issues or special requests from the morning shift.

• Answered incoming phone calls from in house guests and external callers regarding room rates, facilities, and service requests.

• Replied to WhatsApp messages from guests (e.g.requests for amenities, location inquiries, check in/check out queries).

• Assisted in making new bookings and updating reservations in the system.

EQUIPMENT USED:

• Telephone and WhatsApp Business on front office device

• Hotel reservation system / Hotel Management System (HMS)

• Booking records (manual or digital)

• Logbook for shift handover notes and follow ups

RELATION TO THEORY AND PRACTICE ( UMK):

• Hospitality Communication: Responding to guest inquiries through phone and WhatsApp reflects communication practices taught in Tourism Communication and during university events involving guest services.

  
  

• Shift Briefing and Reporting: The evening briefing mirrors what we learned about hotel operations and the importance of intershift communication, which was also practiced during group tourism projects or events at UMK.

LOCATION:RESERVATION

TIME: 3PM-11PM

WORK INVOLVED:

• Attended staff briefing at the beginning of the shift to receive updates on issues or special requests from the morning shift.

• Answered incoming phone calls from in house guests and external callers regarding room rates, facilities, and service requests.

• Replied to WhatsApp messages from guests (e.g.requests for amenities, location inquiries, check in/check out queries).

• Assisted in making new bookings and updating reservations in the system.

EQUIPMENT USED:

• Telephone and WhatsApp Business on front office device

• Hotel reservation system / Hotel Management System (HMS)

• Booking records (manual or digital)

• Logbook for shift handover notes and follow ups

RELATION TO THEORY AND PRACTICE ( UMK):

• Hospitality Communication: Responding to guest inquiries through phone and WhatsApp reflects communication practices taught in Tourism Communication and during university events involving guest services.

  
  

• Shift Briefing and Reporting: The evening briefing mirrors what we learned about hotel operations and the importance of intershift communication, which was also practiced during group tourism projects or events at UMK.

LOCATION:RESERVATION

TIME: 3PM-11PM

WORK INVOLVED:

• Attended staff briefing at the beginning of the shift to receive updates on issues or special requests from the morning shift.

• Answered incoming phone calls from in house guests and external callers regarding room rates, facilities, and service requests.

• Replied to WhatsApp messages from guests (e.g.requests for amenities, location inquiries, check in/check out queries).

• Assisted in making new bookings and updating reservations in the system.

EQUIPMENT USED:

• Telephone and WhatsApp Business on front office device

• Hotel reservation system / Hotel Management System (HMS)

• Booking records (manual or digital)

• Logbook for shift handover notes and follow ups

RELATION TO THEORY AND PRACTICE ( UMK):

• Hospitality Communication: Responding to guest inquiries through phone and WhatsApp reflects communication practices taught in Tourism Communication and during university events involving guest services.

  
  

• Shift Briefing and Reporting: The evening briefing mirrors what we learned about hotel operations and the importance of intershift communication, which was also practiced during group tourism projects or events at UMK.

LOCATION:RESERVATION

TIME: 3PM-11PM

WORK INVOLVED:

• Attended staff briefing at the beginning of the shift to receive updates on issues or special requests from the morning shift.

• Answered incoming phone calls from in house guests and external callers regarding room rates, facilities, and service requests.

• Replied to WhatsApp messages from guests (e.g.requests for amenities, location inquiries, check in/check out queries).

• Assisted in making new bookings and updating reservations in the system.

EQUIPMENT USED:

• Telephone and WhatsApp Business on front office device

• Hotel reservation system / Hotel Management System (HMS)

• Booking records (manual or digital)

• Logbook for shift handover notes and follow ups

RELATION TO THEORY AND PRACTICE ( UMK):

• Hospitality Communication: Responding to guest inquiries through phone and WhatsApp reflects communication practices taught in Tourism Communication and during university events involving guest services.

  
  

• Shift Briefing and Reporting: The evening briefing mirrors what we learned about hotel operations and the importance of intershift communication, which was also practiced during group tourism projects or events at UMK.

LOCATION:RESERVATION

TIME: 3PM-11PM

WORK INVOLVED:

• Attended staff briefing at the beginning of the shift to receive updates on issues or special requests from the morning shift.

• Answered incoming phone calls from in house guests and external callers regarding room rates, facilities, and service requests.

• Replied to WhatsApp messages from guests (e.g.requests for amenities, location inquiries, check in/check out queries).

• Assisted in making new bookings and updating reservations in the system.

EQUIPMENT USED:

• Telephone and WhatsApp Business on front office device

• Hotel reservation system / Hotel Management System (HMS)

• Booking records (manual or digital)

• Logbook for shift handover notes and follow ups

RELATION TO THEORY AND PRACTICE ( UMK):

• Hospitality Communication: Responding to guest inquiries through phone and WhatsApp reflects communication practices taught in Tourism Communication and during university events involving guest services.

  
  

• Shift Briefing and Reporting: The evening briefing mirrors what we learned about hotel operations and the importance of intershift communication, which was also practiced during group tourism projects or events at UMK.

LOCATION:RESERVATION

WORK INVOLVED:

• Briefing with Staff Department

• Incoming Calls (Internal and External)

EQUIPMENT USED:

• Telephone

• HMS

• whatsapp

  
  

LOCATION:RESERVATION

WORK INVOLVED:

• Briefing with Staff Department

• Incoming Calls (Internal and External):

EQUIPMENT USED:

• Telephone

• HMS

LOCATION:RESERVATION

WORK INVOLVED:

• Briefing with Staff Department

• Incoming Calls (Internal and External):

EQUIPMENT USED:

• Telephone

• HMS

LOCATION:RESERVATION

WORK INVOLVED:

• Attended briefing with the staff department.

• Received internal phone calls from guests asking for directions to the breakfast area.

• Provided guests with clear instructions to the breakfast location within the hotel.

• Practiced making direct FIT bookings into the system without using manual paper forms.

• Collected guest details (name, ID/passport number, check in and check out dates) directly and entered them into the system.

• Created and issued room key cards for successfully registered guests.

EQUIPMENT USED:

• Office telephone for answering guest inquiries internally.

• Computer system HMS for direct booking entries.

• Key card encoder machine for issuing room access cards.

• Internal maps/floor plans of the hotel (for guest direction assistance).

RELATION TO THEORY AND PRACTICE ( UMK)

Theoretical Knowledge:

• Front Office Operations - Understanding guest service management and communication.

• Reservation Systems Management -Creating bookings directly into the system without relying on manual backups.

• Guest Relations and Hospitality Skills - Providing clear and professional answers to guest inquiries.

Practical Application:

• Handling real time guest calls and giving precise directions inside the hotel.

• Practicing direct booking entry into the PMS without writing on paper first, improving speed and accuracy.

• Confirming guest data and cross checking booking details immediately upon entry.

ISSUES OR CHALLENGES:

• Slight hesitation when giving directions over the phone (needed to be more confident about hotel layout).

• Risk of making mistakes in guest data entry because there was no written backup form.

• Needed to ensure room availability was correctly updated to prevent overbooking.

SOLUTIONS :

• Reviewed and memorized the hotel layout/floor plan before attending calls, to give faster responses.

• Double checked every booking input immediately in the system before final confirmation.

• Asked supervisors for quick confirmation when unsure about room availability or guest special requests.

LOCATION:RESERVATION

WORK INVOLVED:

• Received a call from a guest regarding a lost item.

• Asked the guest to provide details about the lost item (e.g., key room).

• Collected guest information such as room number they stayed in, contact number, and other relevant details.

• Entered the lost item information into the hotel's Lost and Found system for record keeping.

• Informed housekeeping group via internal communication (e.g., WhatsApp or group chat) to update them and check for any found items.

• Followed up with housekeeping for any updates on the lost item.

EQUIPMENT USED:

• Telephone for communication with the guest.

• Lost and Found system or logbook (if using paper) to record details of the lost item.

• Housekeeping group chat (e.g., WhatsApp) for real time communication.

• Computer or management system to track any updates regarding the found item.

RELATION TO THEORY AND PRACTICE ( UMK):

Theoretical Knowledge:

• Guest Service Management - Understanding how to professionally handle guest inquiries and follow up on requests.

• Lost and Found Procedures -Knowing the process for logging and tracking lost items in the hospitality industry.

• Communication and Coordination -Ensuring the right channels are used for team coordination (e.g., housekeeping department) when handling guest-related issues.

Practical Application:

• Gathered detailed information from the guest about the lost item and inputted it into the system.

• Communicated with the housekeeping department via the group chat for updates on the item.

• Followed the Lost and Found procedure to make sure the item is properly documented and tracked.

• Kept the guest informed about any progress or updates regarding their lost item.

ISSUES OR CHALLENGES:

• Incomplete information from the guest regarding the item (e.g., unclear description).

• Delays in response from the housekeeping team in confirming whether the item was found.

• Difficulty in tracking items that may have been found but not yet updated in the system or group chat.

SOLUTIONS:

• Asked for additional details from the guest if the description of the item was vague (e.g., asking for color, size, brand).

• Followed up with housekeeping regularly to ensure timely updates on the status of the lost item.

  
  

LOCATION:RESERVATION

WORK INVOLVED:

• Made a call to the guest informing them that their room was ready for check in and that they could pick up their room key from the reception.

• Provided the guest with room details such as room number, check in instructions, and any additional requests they made.

• Received a call from Housekeeping inquiring about the latest rate net for rooms to update them with accurate pricing information.

• Checked the latest rate net for rooms and informed Housekeeping about the correct rate.

• Ensured the room rate information was updated and communicated clearly to Housekeeping for accurate guest services.

• If the guest did not answer the call, sent them a WhatsApp message to inform them that the room was ready and provide instructions to collect the key.

EQUIPMENT USED:

• Telephone for calling the guest and receiving inquiries from Housekeeping.

• Computer or hotel management system for checking and confirming the room rate and availability.

• Internal communication system (e.g., WhatsApp, or group chat) for updating Housekeeping on the latest rate net and following up with guests.

  
  

RELATION TO THEORY AND PRACTICE ( UMK):

• How to handle room availability and guest check in

• Hotel Pricing and Revenue Management- Familiarity with updating and communicating accurate rates to different departments.

• Customer Service Communication- Providing clear and helpful communication to guests regarding room availability and key collection.

Practical Application:

• Informed the guest about the availability of their room and provided clear instructions to collect the key.

• Coordinated with Housekeeping to ensure the latest room rate was communicated effectively.

• Checked room availability and rates on the hotel management system and provided Housekeeping with the correct information.

• If the guest did not answer, followed up with a WhatsApp message to ensure they received the information.

• Practiced professional communication with both guests and internal teams (Housekeeping).

ISSUES OR CHALLENGES:

• Possible miscommunication with Housekeeping regarding the current rate for rooms if not updated in the system.

• Guests not answering the phone when called regarding room availability or key collection.

• Time management challenges when dealing with multiple tasks (calling the guest, updating Housekeeping, etc.).

SOLUTIONS:

• Followed up with Housekeeping to ensure accurate room rate updates were done and communicated clearly.

• Left a voicemail or sent a WhatsApp message if the guest did not answer the phone regarding room key collection.

• Managed time efficiently by completing the call with the guest first and then addressing the query from Housekeeping promptly.

LOCATION:RECEPTION

TIME: 7AM-3PM

WORK INVOLVED:

• Greeting guests at the front desk with a professional and friendly attitude.

• Handling guest check out, including verifying charges, collecting payments, and issuing receipts.

• Observing and learning how to manage guest folios, especially when there were unclear charges or discrepancies.

• Assisting in preparing for check-ins, although I am still not fully confident with the system and procedures.

EQUIPMENT USED:

• Computer with HMS.

• Receipt printer and folio documents.

• Credit card terminal (EDC machine).

• Stationery and guest registration forms (if applicable).

RELATION TO THEORY AND PRACTICE ( UMK):

• Front Office Operations: It mirrors the guest handling procedures practiced during UMK events such as tourism exhibitions, cultural showcases, or student led hospitality projects, where we had to register participants and assist visitors.

• Customer Service and Communication: I used the communication and problem solving skills developed during university organized events (e.g, UMK Tourism Day, Heritage Week) where I interacted with guests, speakers, and vendors in a polite and efficient manner similar to handling hotel guests.

• Event Management & Cultural Understanding: My exposure to cultural tourism events at UMK helped me understand the importance of professionalism, time management, and delivering quality service skills that are directly applicable at the front desk of a hotel, especially when dealing with diverse guests.

ISSUES OR CHALLENGES:

• I was still unfamiliar with some parts of the check in process and found the HMS system a bit complicated.

• There was a moment when I wasn’t sure how to handle a folio that had unclear charges, which made me feel nervous.

SOLUTIONS:

• I asked guidance from my supervisor and senior colleagues, who patiently explained how to check and correct the folio.

• I took notes on the steps involved so I can refer to them next time.

• I observed the check in process more closely and reviewed the training manual to improve my understanding.

LOCATION: RECEPTION

WORK INVOLVED:

• Welcomed guests at the reception area in a polite and professional manner, ensuring they felt acknowledged and comfortable.

• Assisted with the check out process, including verifying guest bills, collecting payments through cash or card, and printing receipts.

• Learned how to manage and review guest folios, especially in situations where there were unclear or disputed charges.

• Helped with pre check in preparations, though I am still building confidence with the system and overall procedure.

  
  

EQUIPMENT USED:

• A desktop computer operating the Hotel Management System (HMS).

• Receipt printer for issuing guest payment slips and documents.

• Electronic Data Capture (EDC) machine for processing card transactions.

• Basic stationery items and registration forms for manual guest data entry, when needed.

  
  

RELATION TO THEORY AND PRACTICE ( UMK):

• Hotel Front Desk Operations: The tasks reflect the skills developed through UMK hosted tourism activities, such as event registration and visitor handling, where I gained experience in managing check ins and providing frontline service.

• Service Quality and Communication: I applied soft skills from UMK events like Heritage Week and Tourism Carnival, where I interacted with various stakeholders, similar to my interactions with hotel guests.

• Tourism Event Exposure: Exposure to cultural programs at UMK strengthened my understanding of handling diverse guest expectations, working under time pressure, and ensuring professional service delivery.

  
  

ISSUES OR CHALLENGES:

• I felt unsure during parts of the check in workflow, particularly when using the HMS system.

• Encountered a situation where a guest folio had unclear charges, and I was unsure how to resolve it confidently.

  
  

SOLUTION:

• Reached out to my supervisor and senior team members, who guided me on how to handle and correct the folio.

• Took notes during the explanation for future reference to avoid repeating the same mistake.

• Observed colleagues more closely during the check in process and reviewed training material to better understand the workflow.

LOCATION:RECEPTION

WORK INVOLVED:

• Acted as the first point of contact for guests at the front desk by offering a warm and courteous welcome.

• Took part in processing guest departures, including reviewing billing details, accepting payments, and generating receipts.

• Observed the process of handling guest folios, particularly when adjustments were needed due to uncertain or incorrect charges.

• Gave assistance in preparing for guest arrivals, although I am still gaining familiarity with the check in system and procedure.

  
  

EQUIPMENT USED:

• A computer system equipped with HMS (Hotel Management System) software.

• Folio printers and receipt devices used during guest check outs.

• A credit card terminal for secure electronic payments.

  
  

RELATION TO THEORY AND PRACTICE ( UMK):

• Front Desk Practical Skills: Mirrors hands-on activities I participated in during UMK’s tourism related events, where managing registrations and interacting with visitors helped prepare me for real hotel situations.

• Guest Service Communication: I relied on the interpersonal skills developed during university exhibitions and tourism campaigns, which taught me how to communicate efficiently and courteously with various individuals.

• Cultural and Event Awareness: My background with cultural heritage programs and tourism showcases at UMK gave me insight into the importance of multicultural understanding, service ethics, and organized execution in the hospitality sector.

  
  

ISSUES OR CHALLENGES:

• Found parts of the check in routine difficult to follow, especially when navigating certain functions in HMS.

• Felt slightly overwhelmed when facing a guest folio that showed unexpected charges, which led to uncertainty on how to handle it properly.

  
  

SOLUTIONS:

• Approached and learned from senior staff members, who kindly demonstrated how to verify and update the folio accurately.

• Made personal notes of the instructions to guide myself in future similar cases.

• Continued to learn by watching experienced colleagues and referring to available training materials.