Hi everyone! My name is Esmeralda Eliora Joharin, and I’m currently pursuing a bachelor's degree in Tourism Entrepreneurship at Universiti Malaysia Kelantan. This internship is a huge step for me, giving me the chance to apply my knowledge in a real-world setting, gain hands-on experience, and grow both professionally and personally.

What to Expect Here?

Think of this space as my digital diary. Where I’ll share my daily experiences, lessons learned, and thoughts throughout this internship. Some days will be exciting, some challenging, but every experience will shape my growth.

Follow along as I document my day-to-day experiences, the highs and lows, and everything in between! ✨

• My shift started at 9 AM and ended at 5 PM (9 hours).

• Filled in a few documents regarding employee information, policies and rules, and salary payments.

• Created a thumbprint for check-in and check-out (attendance purposes).

• Received the uniform and nametag.

• Had a short briefing from HR.

• Participated in a short orientation, walking around the resort with HR.

• Was introduced to several upper management staff members and other staff.

• Began working at the reception, covering my shift from 9 AM to 5 PM.

• Clocked out at 5 PM

Learned / Outcomes

• Learned how to create a key pass for guest rooms.

• Checked the validity of guest room numbers and key numbers to ensure they matched.

• Answered calls from both guests and external parties.

• Practiced simple greetings with guests.

• Joined the daily briefing led by the HOD (Head of Department).

• Understood how the information transfer system works across all departments, learning how they communicate and connect with one another.

• Started the day by filling in guest information (arriving tomorrow) for their key cards.

• Answered calls from both external parties and guests as usual.

• Responded to all questions from guests and outsiders.

• Provided information about guest requests to the group FO Information (e.g., golfers’ pickup, changing rooms, etc.).

• Followed up with HR regarding the logbook.

• Attended a short briefing by the HOD, where the following points were discussed:

• Launching the placement of 4 mineral water bottles in each room soon (no date confirmed yet).

• Follow-ups regarding guest-related issues.

• Minimizing the use of phones.

• Providing makeup services for rooms only upon guest request.

• Increasing ratings across all platforms (Google, Agoda, Booking.com, etc.).

Clocked out 5 PM

Learnings / Outcomes

• Consistently updated current information from every department (e.g., by reading Nexus News Today).

• Asked colleagues and the manager whenever clarification was needed.

• Familiarized myself with the current status of all Nexus facilities (whether operational or not).

• Strived to handle guest inquiries professionally, even when I wasn’t fully familiar with all the specific details they required.

I arrived at the hotel before 9 AM.

• Attended a short briefing with all colleagues and the HOD (Head of Department), including updates from Nexus News Today.

•Greeted guests checking in, as usual.

•Answered calls from both external parties and guests.

•Transferred guest information and requests to the appropriate department or colleague.

• Had a short discussion with the HOD regarding the organisational chart and roster for off days.

•Engaged in a brief conversation with the HOD about tips for handling customers effectively, proper communication strategies, and principles implemented by the HOD for the team.

•Clocked out at 5 PM.

Learnings / Outcomes

•Learned that the Front Office is the "face" of the hotel, responsible for receiving all complaints related to technicians, engineering, and housekeeping. Therefore, I need to know which department to direct each complaint to.

• Understood that the Front Office must be flexible in answering all guest questions, even if they fall outside the Front Office’s

•Realised the importance of improving my English proficiency to better understand and communicate with foreign guests, especially when they are not fluent. This will help me interpret their needs more accurately

• Arrived at the hotel before 9 AM.

• Attended the daily briefing with all colleagues and the HOD (Head of Department).

•Assisted my colleagues with guest check-ins, including photocopying documents such as ICs or passports.

• Asked guests to sign and provide their phone numbers and email addresses for future purposes.

• Explained to guests which room they would be staying in, the breakfast schedule, and details about the Wi-Fi.

• Answered calls from both internal and external sources.

•Transferred guest information and complaints to the relevant group, asked for assistance, and checked room statuses.

•Continued performing my usual tasks while learning new things.

•Clocked out at 5 PM.

Learnings/ Outcomes

• Enhanced my ability to interact with guests. While describing to guests the specifics of their rooms, breakfast schedules, and Wi-Fi, I honed important communication skills. My ability to give clear directions was improved by my interactions with guests as I gathered their contact details and signatures as well.

• Getting better at multitasking. I able to balance duties including managing visitor complaints, exchanging information, and taking calls from both internal and external parties.

•Had the usual daily briefing with the team and the HOD to get updates and plan for the day.

•Helped out with check-in and check out.

(photocopying documents like ICs and passports, getting signatures, and asking guests for their phone numbers and email addresses for records).

•Explained the basics to the guests, like where their room is, when breakfast is served, and how to connect to the Wi-Fi.

• Took calls all day from both inside the hotel and outside. Making sure everyone got their answers or had their issues handled.

• Passed on guest info, complaints, and requests to the right department or colleague, checking on room statuses when needed.

• Kept up with my usual work while squeezing in a little learning here and there.

• having lunch before going back home with colleagues

• Clocked out at 5 PM.

Learning/ outcomes

• Being involved in daily briefings shows how important it is to stay updated and aligned with colleagues and management.

•Understanding the Front Office as the "face" of the hotel teaches me the significance of representing the hotel’s standards and managing guest expectations.

•Being in a positive and uplifting work environment enhances my learning process and contributes to my personal improvement. Having such healthy workplace relationships makes me feel truly grateful.

• Attended the morning briefing with colleagues and the HOD.

• Updated the Nexus News for the day and received information from the GM (General Manager).

•Answered calls from both guests and external parties, as usual.

•Assisted with checking a lost item in the guest’s previous room.

•Greeted guests at the counter and responded to their questions and requests.

• Helped with the check-in process:

- Photocopied IDs or passports.

- Created key cards for rooms.

- Explained room details, Wi-Fi access, and breakfast timings to the guests.

•Sent a request from golf club for golfer pickups to our Bellman.

•Addressed a guest complaint about a door key issue and followed up with the department handling Be-tech problems.

•Clocked out at 5PM

Learnings/outcome

• Learning new tasks and tackling unexpected guest issues strengthens my ability to adjust and even helping to give a solution.

• Improving my skill to know what action I should take after receiving a request or complaint.

• I must be aware of every amenity we offer so that I can determine whether or not we provide it when a guest enquires about it.

• Started my new shift from 3 PM to 11 PM.

• Attended the mid-shift briefing with colleagues to catch up on updates and priorities for the evening.

•Answered and managed calls from both internal and external calls.

• Received a staff request to check a Be-Tech issue. Turns out the problem cannot be fixed that time, and the affected guest was already moved to a different room as a resolution.

•Checked reserved rooms before handing over the keys to ensure everything was guest-ready.

•Verified that all amenities were complete and that the facilities were functioning properly, avoiding any potential complaints.

•Evening tasks involved fewer check-ins compared to earlier shifts but got an increase in phone calls.

•Clocked out at 11PM

Learnings/Outcomes

• Checking reserved rooms thoroughly ensures everything is in place for the guests, teaching me the importance of being proactive and avoiding last-minute issues.

•Communicate with guest day by day improving and boost my confidence.

• Help guest make a reservation for shuttle bus and inform it in our group

  
  

• Clocked out at 11PM

Learning/Outcomes

•Always stay alert to updates on facility issues from engineering and technicians. This ensures we can explain the situation to guests and take further action if the issue cannot be resolved in time.

•If guests have questions, always consult your superior to ensure accuracy and prevent any misunderstandings or mistakes.

•Participated in the mid-shift briefing with coworkers to talk about information from GM(General Manager) and Nexus News Today.

•Spent the entire shift to answering phones. handled and responded to both internal and external calls.

•At the counter, I greeted customers and addressed their enquiries and needs.

•Assisted in the process of check-in:

-passports or IDs in photocopy form.

-made the room key cards.

-provided visitors with information about their rooms, Wi-Fi, and breakfast schedule.

•Continue informing the group about facilities problems and amenities that visitors have requested.

•Assist visitors with shuttle bus reservations and let our group know.

• Checking guest rooms to ensure they are properly prepared, with all amenities in place and facilities functioning as expected.

•left at 11 PM

Learning/Outcomes

•Always stay updated on current issues and details regarding our facilities and amenities. For example, be aware of which restaurants are open that day and where guests can redeem their vouchers.

• Come work early to back up the morning shift colleagues

• Joined the morning briefing with colleagues and the HOD, catching up on key updates.

•Updated Nexus News for the day and

Lreceived additional information from the GM.

•Managed calls throughout the shift, handling inquiries from both guests and external.

• Welcomed guests at the counter, addressing their questions and providing assistance.

•Supported the check-in process:

- Photocopied IDs or passports.

- Prepared key cards for guest rooms.

- Explained room details, Wi-Fi access, and breakfast schedules to ensure a smooth experience.

•Coordinated with the Bellman to arrange guest pickup.

•Resolved a guest complaint about a door key issue and some facilities that not functioning.

•Wrapped up the shift and clocked out at 7 PM

Learning/outcomes

• Working night shifts can be exhausting, but it's important for me to maintain a professional when interacting with guests. I strive to stay energetic, ensuring that my tone of voice and expressions reflect enthusiasm and approachability.

• Took part in the usual short briefing to review updates and plans for the evening.

  
  

• Handled calls throughout the shift, addressing inquiries from both guests and external parties.

  
  

• Prepared vouchers for the following day in anticipation of the peak day (many arrival) due to Hari Raya.

  
  

• Responded to external questions about Hari Raya promotions, providing clear and helpful information.

Clocked out at 11PM

Learning/outcomes

•I'm learning as much as I can from my superiors about managing peak day arrivals.

•I'm also gathering as much information as possible to prepare for the common questions that guests might ask.

•preparing my mental and physical for tomorrow since it’s my first time handling many arrivals

•Arrived at work just before 3 PM to start the shift.

•Immediately assisted colleagues as there were many guests queuing at the counter.

•Helped guests by:

- Collecting their ICs or passports and making copies.

- Asking for their signatures and required information to streamline the check-in process.

•Noticed that most of the rooms were in "back-to-back" status and still needed cleaning.

•Guests waiting for their rooms were offered welcome drink vouchers as an apology for the delay.

•I Regularly followed up with guests who approached me regarding their room status, providing updates on whether the rooms were ready.

•I Answered several guest questions and addressed complaints, both in person and over the phone.

• I Shared information about room issues or unsettled guest situations with colleagues to ensure smooth coordination.

• After the check-ins were completed,I handled numerous complaints from guests expressing dissatisfaction with the facilities and amenities.

•I Addressed these complaints by forwarding them to the right department. I apologize to guests for the inconvenience caused.

• Clocked out at 11 PM, wrapping up a busy and demanding shift.

Learning/outcomes

• Today's work truly provided me with both valuable experiences and lessons. I had to engage with guests who were already upset and frustrated due to long queues, delays in room availability, and issues with the amenities and facilities we provided. Even as their tone of voice escalated, I reminded myself to stay calm and maintain professionalism in both my actions and expressions.

•Communication between all departments is crucial. On a peak day filled with challenges, the team must remain active and alert to updates within the group. Prompt responses to questions from other departments, particularly the Front Office, are essential. This ensures we can understand the issues and reasons behind them, making it easier for us to explain situations clearly to guests.

• Started my shift just before 3 PM,

• Quickly helped colleagues as there was a large queue of guests waiting at the counter.

•Assisted guests by:

- Collecting ICs or passports and making copies.

- Obtaining their signatures and required details to speed up the check-in process.

•Most rooms were "back to back" due to the previous day’s guests, leaving many still in dirty status.

•Offered welcome drink vouchers to guests waiting for their rooms as a gesture of apology.

•Consistently followed up with guests who approached me for updates on their room status and informed them whether rooms were ready.

• Responded to various guest inquiries and handled complaints both in person and over the phone.

• I sharing details about unsettled guest situations or room-related issues to ensure smooth operations.

•After completing check-in and out. I dealt with multiple complaints from guests regarding facilities and amenities.

•Wrapped up a busy shift, clocking out at 11 PM.

Learning/Outcomes

•From my experience over the past two days, dealing with guests who become angry and difficult requires a great deal of patience. Facing such situations can actually help strengthen and improve our ability to stay calm under pressure.

•Always strive to present your best self when engaging with guests and provide the best assistance possible. This leaves a lasting positive impression on you and your service.

•Experiences like these also enhance your knowledge and skills. For instance, my colleague, who started as a bellman, is now able to assist with tasks in the technician and engineering departments, thanks to the experience they have gained over time.

Started at 3 PM, clocked out at 11 PM.

Briefing & Training: Nexus news updates, GM and HOD information, roleplay session before shift.

Guest Services: Greeting and assisting with check-in and check-out.

Call Handling: Answering both internal and external calls.

Guest Assistance: Providing essential information about room number, block location, breakfast venue/time, Wi-Fi username and password.

Requests & Issues: Updating housekeeping and engineering about guest requests and non-functioning facilities.

Preparation: Creating dinner vouchers and key packets for next-day arrivals.

Coordination: Reminding housekeeping and engineering about guest requests to ensure nothing is missed.

REFLECTION

• Good Communication Is Essential: Clear and straightforward communication guarantees that everything runs properly, from guest interactions to briefing updates. I was probably better prepared for real-world events by the roleplaying exercise that took place before to the shift.

  
  

• Attention to Detail Is Important: Managing visitor requests, connecting with departments, and making sure all required arrangements are finished call for a keen eye. Small oversights can lead to visitor unhappiness, making comprehensive follow-ups a crucial element of the work.

Start of Shift

- Arrived at work just before 3 PM to begin the shift.

- Immediately assisted colleagues as there were many guests queuing at the counter.

👥 Guest Check-In Process

- Collected guests’ ICs or passports and made copies.

- Requested their signatures and necessary details to streamline check-in.

📞 Guest Interaction & Support

- Regularly followed up with guests regarding their room status and provided updates.

- Answered various guest questions and complaints, both in person and over the phone.

- Shared information about room issues and guest concerns with colleagues for smooth coordination.

🚪 Handling Guest Complaints

- After check-ins were completed, managed numerous guest complaints regarding facilities and amenities.

🔚 End of Shift

- Clocked out at 11 PM

Clock in at 3PM

-Reviewed arrival lists left.

-prepared key cards and documents, ensured workstation readiness.

-Attended daily briefing to stay updated on occupancy, VIP arrivals, and guest requests.

-Warmly greeted guests And processed check-ins.

-Provided information about hotel amenities.

-Assisted a guest with a room assignment issue by coordinating with housekeeping.

-Managed multiple check-ins and inquiries efficiently.

-Addressed a billing concern with clear explanations.

-Coordinated with engineering and housekeeping for sudden maintenance issues while reassuring affected guests.

- Resolved complaints professionally, ensuring guest satisfaction. Assisted colleagues during peak periods to maintain smooth operations.

-Communicated with departments for guest requests and room readiness.

-Ensured smooth transition for the next shift by updating the handover log.

End of the shift : Clocked out at 11PM

End-of-Shift Reflection: Learned the importance of staying composed and adaptable in fast-paced situations. Effective multitasking and clear communication were key to handling challenges.

• Attended the daily briefing, discussing operational updates, guest requests, and any special considerations.

  
  

• Reviewed arrival lists, VIP guests, and housekeeping status to ensure room readiness.

  
  

• Organised the workstation, ensuring all required documents, key cards, and system updates were in order.

  
  

• Assisted guest check-ins.

  
  

• Explained hotel facilities, including dining options, spa services, and transportation availability.

  
  

• Managed a guest complaint regarding room facilities and amenities, ensuring quick resolution.

  
  

• Coordinated with engineering to inspect and fix the issue, while housekeeping prepared a backup room if needed.

  
  

• Followed up with the guest after the issue was resolved, ensuring satisfaction.

  
  

Clock out at 7PM

• Joined the daily briefing, reviewing updates on hotel operations, guest expectations, and any notable arrivals.

  
  

• Organized the front desk area, making sure essential forms, key cards, and system access were set up for seamless service.

• Welcomed guests upon arrival, efficiently processed check-ins, and provided relevant details about their stay.

  
  

• Shared information about hotel services, covering dining options, spa treatments, and available transportation assistance.

  
  

• Addressed a concern regarding room amenities, working promptly to resolve the guest’s issue.

  
  

  
  

• Contacted engineering about reported room problem while coordinating with housekeeping for an alternative setup if necessary.

  
  

• Ensured continuous updates to the guest, confirming the resolution met their expectations and providing additional assistance.

  
  

Clocked out at 7PM

🕒 Clocked in at 11AM

- Attended daily briefing, reviewed arrivals and housekeeping updates.

- Organized workstation, ensuring key cards, documents, and system readiness.

- Assisted guest check-ins, confirming reservations and addressing requests.

- Provided information about hotel amenities, dining, and transport options.

- Resolved a guest complaint about room facilities, coordinating with engineering and housekeeping.

- Followed up with the guest to ensure satisfaction after the issue was resolved.

- Handed over shift updates and pending guest requests to the next team.

🕚 Clocked out at 7PM

🕒 Clocked in at 3:00 PM

- Attended mid-shift briefing to review updates and evening priorities.

-Checking in the guest and explain about Breakfast,Wifi and the room

- Managed internal and external calls throughout the shift.

- Receive and transfer a Be-Tech issue to IT

- Inspected reserved rooms before handing over keys to ensure readiness.

- Verified amenities and room functionality to prevent complaints.

- Fewer check-ins but increased call during evening hours.

🕚 Clocked out at 11:00 PM

🕒 Clocked in at 11:00 AM

- Prepared registration cards and key packets, writing guest names and including breakfast vouchers for all guests.

- Answered both external and internal calls, forwarding external inquiries to the appropriate departments based on their requests.

- Logged calls from in-house guests regarding amenities or room-related complaints.

- Receive all guest complaints and requests and inform it to the departments for resolution

- Assisted colleagues with guest check-ins, ensuring accurate documentation of guest details and providing information about rooms, hotel facilities, and services.

- Helping to checking out the guest.

- Completed the shift handover, ensuring all important updates were passed to the next team.

🕖 Clocked out at 7:00 PM

Started shift at 11:00 AM

- Assembled registration cards and key packets, ensuring guest names and breakfast vouchers were included.

- Handled incoming calls, directing external inquiries to the correct departments while noting in-house guest requests and complaints.

- Logged room-related concerns and coordinated with relevant teams to resolve them efficiently.

- Assisted with guest check-ins, confirming details and guiding them through available hotel amenities and services.

- Supported colleagues in processing check-outs, ensuring a seamless departure experience.

- Provided a thorough handover, relaying important updates and unresolved issues to the next shift.

Finished shift at 7:00 PM

- Ensuring registration cards and key packets were prepared correctly, including accurate guest names and breakfast vouchers.

- Handled incoming calls, directing external inquiries to the correct departments while noting in-house guest requests and complaints.

- Logged room-related concerns and coordinated with relevant teams to resolve them efficiently.

- Assisted with guest check-ins, confirming details and guiding them through available hotel amenities and services.

- Supported colleagues in processing check-outs, ensuring a seamless departure experience.

- Provided a thorough handover, relaying important updates and unresolved issues to the next shift.

Finished shift at 7:00 PM

- Attended the daily briefing, discussing guest requests, operational updates, and any special considerations for the day.

- Prepared registration cards and key packets, verifying that guest names were accurate and breakfast vouchers were included.

- Assisted with guest check-ins, explaining room details and hotel amenities such as Breakfast , spa services, and transportation availability.

- Managed internal and external calls, forwarding inquiries to the appropriate departments and noting guest requests for amenities or complaints.

- Logged guest concerns, passing them to housekeeping or engineering for swift resolution.

- Compiled important updates for the next shift, noting pending guest requests and unresolved issues.

Clocked out at 11:00PM

Participated in the daily briefing, which covered operational updates, guest requests, and any unique concerns for the day.

Made key packages and registration cards, making sure that breakfast vouchers and guest names were correct.

Helped guests check in by providing information about the accommodation and hotel facilities include food options, spa treatments, and available transportation.

Handled both internal and external calls, documenting complaints or requests for amenities from visitors and directing questions to the relevant departments.

Any concerns raised by visitors are reported and forwarded to engineers or housekeeping for immediate action.

Assisted colleagues during peak hours, managing guest inquiries and ensuring efficient workflow at the front desk.

Compiled important updates for the next shift, noting pending guest requests and unresolved issues.

Clocked out at 11:00PM

I just wanted to take a moment to say thank you to our Head of Department and all my amazing colleagues for being so understanding today. Even though I made it to work, I wasn’t feeling my best and couldn’t perform the way I usually do. It’s never fun to be unwell, especially when it affects my ability to do my job properly, but having such a supportive team around me makes a huge difference.

I really appreciate the patience and kindness from everyone. It’s moments like these that remind me how lucky I am to work in such a caring and considerate environment.

• In help to manage check-ins and check-outs, ensuring smooth arrivals and departures.

• I help colleagues handle room assignments, and guest requests.

  
  

• I provide information about hotel services, amenities, and facilities

  
  

• I helped to address guest complaints and coordinate solutions with housekeeping, engineering, and other departments.

  
  

• I manage internal and external calls, directing inquiries and requests appropriately.

  
  

• I learn about the payment process and any guest billing

  
  

• clocked out 11:PM

My front office responsibilities have become a structured routine, with daily tasks repeating consistently.

Handling check-ins, check-outs, guest inquiries, and complaints has become second nature.

Each unexpected challenge offers a chance to refine my problem-solving skills.

I continuously improve my communication, especially when explaining hotel amenities and facilities.

Working with different departments has helped me strengthen coordination and teamwork.

Documenting shift handovers efficiently ensures seamless transitions between teams.

While the routine keeps me grounded, new experiences shape my professional growth.

Clocked out at 11:00PM

Welcoming guests with professionalism and ensuring smooth check-ins that set a positive tone for their stay.

Addressing concerns or complaints promptly, coordinating with housekeeping, engineering, or other relevant departments for swift resolutions.

Offering clear and informative guidance about hotel amenities, dining options, transportation services, and local attractions.

Maintaining constant communication with different departments to ensure rooms are clean, well-stocked, and in perfect condition before guest arrivals.

Remaining attentive to any changes in facilities and amenities, ensuring guests always receive the most accurate information.

Expanding my knowledge about the resort, including its services, policies, and operational structure, allowing me to provide better assistance.

Staying aware of departmental roles, knowing exactly whom to approach when a guest inquiry falls outside my scope.

Handling internal and external calls efficiently, directing requests to the appropriate teams based on guest needs.

Strengthening my problem-solving abilities by adapting to different situations and learning from every challenge.

Completing shift handovers thoroughly, documenting key updates to ensure seamless transitions between teams.

Each day, while many tasks remain routine, new experiences continue to shape my professional growth. Learning how to handle different scenarios, staying alert to operational updates, and knowing when to seek assistance make me more confident in my role.

Clocked out at 11:00PM

• Completed daily routine, helping checking in and out the guest.

• Managed guest complaint, such as air conditioning issue by coordinating with the engineering team.

• Answered all the internal and external call, directing inquiries to the correct department.

• Completed shift handover about any issues or update about the in house guest.

  Clocked out at 3:00PM

• Strengthened understanding of Front Office operations, including guest check in, check outs and handling inquiries.

• Developed effective communication skills to assist guest with clarity and professionalism.

• Improved problem-solving abilities by coordinating with multiple departments for guest concerns.

• Enhanced adaptability in managing unexpected situations during shifts.

• Gained knowledge of hotel facilities, amenities and departmental roles to better assist guests.

Challenges Faced & what I learned to overcome it.

• Handling guest complaints: Some guests were frustrated with the room issues. Solution: Reassured guests while swiftly coordinating with relevant departments to resolve problems.

• Managing high guest volume: At peak hours, the workload intensified, requiring quick responses. Solution: Prioritized tasks efficiently and maintain composure under pressure.

• Navigating interdepartmental coordination: some requests needed assistance from multiple teams. Solution: built strong communication with other department to resolve the problems.

• Ensuring accuracy in documentations: shift handover is very IMPROTANT. Sometimes, failing to turn over any crucial information could ruin the day's operations. Solution: paid close attention to details and always handing any info as soon as you receive it.

Every day, while my tasks feel familiar, my ability to navigate the system and anticipate guest needs continues to grow. I am refining my expertise in resort operations, improving efficiency, and building confidence in handling various front office responsibilities.

Today’s shift was mostly routine, but I’m getting more comfortable with my tasks. I handled check-ins and check-outs, assisted guests with reservations inquiries and answered questions about hotel facilities.

I’m still learning more about the Opera system, especially billing details and how to assess room change possibilities. I now understand how to check guest arrivals, departure schedules, and verify reservation details before check-in.

There were a few guest concerns today, and I coordinated with different departments to resolve them. I’m also getting better at knowing whom to approach when a guest request is outside my scope.

Overall, things are becoming more familiar, but each shift teaches me something new.

Clocked in at 7:00AM and Clocked out at 3:00PM

- Another smooth day at the front desk, handling the usual check-ins, check-outs, and guest inquiries.

- No major challenges today just the steady rhythm of the role, learning little details that make a difference.

- Enjoyed working alongside the team, sharing a few laughs and casual conversations in between tasks.

- Appreciated the supportive environment, making even routine moments feel rewarding.

- Grateful for the chance to grow each day, refining communication and problem-solving skills.

Clocked in at 7:00AM and Clocked out at 3:00PM

The front office serves as the central point of guest interactions within the hotel. It is responsible for managing reservations, facilitating check-ins and check-outs, and addressing guest inquiries or concerns.

As the first and last point of contact for guests, front office personnel must exhibit professionalism, efficiency, and excellent communication skills to ensure a positive guest experience.

They play a crucial role in coordinating with various departments to fulfill guest requests and resolve any operational challenges.

Throughout my internship, I have observed and experienced several challenges associated with front office operations

Handling difficult guests or complaints requires patience, empathy, and problem-solving skills.

The front office relies on collaboration with housekeeping, engineering, and food and beverage departments to address guest needs. Miscommunication or delays can impact service quality, requiring proactive follow-ups and clear communication.

I have a deep respect for my team professionals who dedicate themselves to this role. Remaining professional, composed, and service-oriented despite daily challenges requires remarkable skill and dedication. The ability of front office personnel to consistently deliver quality service while maintaining strong teamwork is commendable. I greatly appreciate the experience of learning alongside these professionals and gaining insight into the complexities of hospitality management.

2. Worked with multiple departments to guarantee that visitor requests were processed effectively.

3. Professionally handled visitor complaints, emphasising prompt issue resolution and transparent communication.

4. Enjoyed working alongside the crew, enjoying tiny moments of humour and teamwork throughout the shift.  

5. Appreciative of the chance to keep learning and developing in a hectic hospitality setting.

Clocked in at 11:00AM and Clocked out at 7:00PM

11:00 AM - Clocked in

- Attended the daily briefing to review important updates and operational priorities.

- Began routine front office tasks to ensure seamless guest service.

- Assisted colleagues with guest checkouts, ensuring a smooth departure process for in-house guests.

- Managed both external and internal calls professionally, directing requests to the appropriate departments.

- Transferred external inquiries (e.g., booking requests) to the relevant departments, such as reservations.

- Verified guest identification (ID/passport) and checked their name in the system.

- Reviewed alerts, notes, and traces for additional guest information.

- Ensured bill payments were settled, requesting payment if necessary.

- Collected tourism tax for international guests.

- Confirmed any additional guest requests were fulfilled before handing over the room key.

- Provided a detailed briefing on room number, hotel facilities, breakfast timings, Wi-Fi access, and contact numbers for assistance.

- Offered luggage assistance if needed.

- Followed up with housekeeping for room readiness and waiting-room arrangements.

- Professionally explained any check-in delays to guests.

- Offered a welcome drink when appropriate to enhance the guest experience while waiting.

-Always asking update from the Housekeeping and Engineer (a lot of cases happen where the room is already clean but there some defect in the room so Housekeeping can't release the room yet till it fixed by Engineer)

-Once the room is clean, I called the guest by the phone number that they provide us.

7:00 PM -Clocked out

• Participated in the daily briefing to stay updated on operational priorities and important announcements.

• Initiated routine front office tasks to ensure smooth guest interactions and hotel operations.

• Supported colleagues in managing guest checkouts, ensuring a seamless departure process for in-house guests.

• Handled both internal and external calls efficiently, directing inquiries and requests to the appropriate departments.

• Redirected external calls such as booking inquiries to the reservations team.

• Verified guest identification, locating their reservation in the system.

• Reviewed alerts, notes, and traces to accommodate special requests or additional guest details.

• Ensured pending bill payments were processed before completing check-in.

• Collected tourism tax from international guests.

• Confirmed any special requests had been fulfilled before providing the room key.

• Offered a detailed explanation of key hotel information, including room location, breakfast times, Wi-Fi access, and contact details for guest support.

• Provided luggage assistance upon request.

• Coordinated with housekeeping to track room readiness for waiting guests.

• Professionally communicated any check-in delays, ensuring guests felt informed and valued.

• Offered a welcome drink when necessary to enhance the guest experience while waiting for room preparation.

• Maintained close coordination with housekeeping and engineering to address room defects before releasing them to guests.

• Personally contacted guests once their assigned rooms were available.

End of Shift - 7:00PM

7:00 AM – Clocked in:

• Attended the morning briefing and learned about any important updates.

• Helped colleagues with early check-ins and room assignments.

• Checked in guests, verified their IDs, and gave them key info like breakfast time and Wi-Fi.

• Assisted guests with their luggage and offered them welcome drinks if needed.

• Answered any guest questions about the hotel and nearby attractions.

• Checked room availability and followed up with housekeeping or maintenance if there were any issues.

• Managed guest phone calls and transferred booking requests to the reservations team.

• Ensured all payments were processed and collected tourism tax from international guests.

• Assisted guests checking out, explained the final bill, and resolved any questions.

• Managed requests for late check-outs or extended stays.

• Made sure payments were completed for departing guests.

• Followed up with housekeeping to make sure rooms were ready.

• Addressed any last-minute guest requests, like extra towels or pillows.

• Communicated with maintenance if any room issues were reported.

• Double-checked room assignments and prepared key cards for guests.

• Finished up any last tasks and made sure the front desk was organized.

• Handed over important info to the next shift.

3:00 PM – Clocked out:

Today, I clocked in at 11:00AM. I reviewed updates and guest arrivals. I started by checking in guests, verifying their details, and providing them with necessary info like breakfast times and Wi-Fi. I also helped with luggage and answered questions about the hotel and local attractions. There was a group event being held in the Magibah 1 ballroom, so I made sure to direct any guests, whether in-house or external, who asked about the location. Throughout the day, I stayed in touch with housekeeping and maintenance to ensure rooms were ready and resolved any guest requests or issues. At check-out time, I assisted guests with their bills and managed any late check-out requests. As the day wrapped up, I prepared for the next shift, making sure key cards and room assignments were ready. I clocked out at 7:00 PM, leaving a handover note for the next team.

I started the day by checking in guests, confirming their details, and giving them important information like breakfast hours, Wi-Fi access, and hotel amenities. Some of our long-stay guests had some health concerns, so we made sure to assist them by sending them to the nearest clinic for a check-up. We also took precautions, asking everyone to wear masks to prevent potential infection. As usual, I stayed in touch with housekeeping and maintenance to ensure rooms were properly cleaned and ready, while also managing any special requests from guests. During check-out, I helped guests finalize their bills and handled any late check-out requests. Before finishing my shift, I made sure everything was prepared for the next team, including key cards and room assignments.

End of shift at 11:00PM

- Morning briefing and updates

- Early check-ins and room assignments

- Guest check-ins, IDs, key info

- Luggage assistance and welcome drinks (if needed)

- Answering guest questions

- Coordinating room availability and issues

- Handling calls and booking requests

- Processing payments and tourism tax

- Check-outs, bills, and queries

- Managing late check-outs/extensions

- Final payments for departing guests

- Housekeeping coordination

- Handling last-minute requests

- Reporting room issues

- Organizing front desk and handover

-not too tiring because there are not many arrivals due to the long stay guests who are already inhouse.

Clocked out at 3:00PM

Today was a routine day at work, starting with a morning briefing before assisting colleagues with early check-ins and room assignments. I checked in guests, verified IDs, and provided key details like breakfast times and Wi-Fi access. Throughout the shift, I helped with luggage, answered questions, handled phone calls, and processed payments, including tourism tax for international guests. I coordinated with housekeeping and maintenance to ensure room readiness, managed late check-out requests, and resolved any last-minute guest needs. As the day wrapped up, I organized the front desk, and handed over key information to the next shift. A smooth and uneventful day.

Some guest left their gift for the staff and we keep it until the staff claim it. Inform it to our group so everyone one will know. There’s a guest that wants to use the laundry service, asked the housekeeping staff to collect the dirty laundry at the lobby.

I follow my usual routine while my colleague checks the traces and billing for the upcoming checkout. I collect all the departure registration cards and prepare dinner and afternoon tea vouchers once my colleague hands over the traces. Then, I work on the next arrival key packet along with the breakfast.

We are checking out the guests and settling all the pending bills, mostly from room service orders. We must be extra careful when checking out guests to ensure no pending payments are missed.

-Attended the morning briefing and learned about any important updates.

-Helped colleagues with early check-ins and room assignments.

-Checked in guests, verified their IDs, and gave them key info like breakfast time and Wi-Fi.

-Answered any guest questions about the hotel and nearby attractions.

-Checked room availability and followed up with housekeeping or maintenance if there were any issues.

-Managed guest phone calls and transferred booking requests to the reservations team.

Ensured all payments were processed and collected tourism tax from international guests.

-handing over guest gift for the staff to the whatsapp group so everyone knows once the staff want to claim it.

-Handover to the next shift about the lost & found from guest that already checking out.

3:00 PM – Clocked out:

I Ensure guests feel comfortable and welcomed while handling check-ins and check-outs smoothly.(Always give the sweetest smile)

Communicating clearly with visitors to provide useful details about hotel services and amenities.

Responding quickly to any complaints and working with housekeeping, engineering, and other teams to find solutions.

Keeping up with any changes in hotel facilities and services to share the most accurate information.

Developing problem-solving skills by managing unexpected situations effectively.

Enhancing teamwork by improving coordination and communication between different departments.

I'm really proud of myself because, over time, I've learned to check in guests without needing help from my colleagues. However, when I'm unsure, I still ask them to avoid mistakes. Being able to lighten their workload makes me happy, and it's a great way to end my shift on a positive note.

There's not much to hand over to the next shift after completing all the tasks assigned for mine. Since there were no guest requests or pickups, we spent some time chatting to pass the time. Having wholesome conversations, while still keeping things professional is a great way to unwind after the intensity of checking in guests. I'm really grateful to be part of such a cheerful team.

As guests arrived, I greeted them warmly, confirmed their reservations, and provided all the necessary details about their stay. Some had specific requests, like extra amenities or room preferences, and I made sure to address them properly. A few guests had minor concerns, which I quickly coordinated with housekeeping and engineering to resolve.

Despite the steady flow of check-ins, the process felt smooth because of the teamwork and coordination within the department. Each completed check-in gave me a sense of accomplishment, knowing I had helped make the guests’ arrival hassle-free.

Today was another smooth shift, handling guest check-ins and ensuring everything was in order. As usual, I greeted each guest warmly, confirmed their reservations, and provided all the necessary information about their stay. Some had specific requests, and I made sure to assist them while coordinating with housekeeping and engineering for any concerns.

Aside from check-ins, I also had a special task, writing wishes cards for the clubhouse guests. It was a simple job, but I had to be extra careful to follow the General Manager’s instructions. Every card had to be written neatly with a blue pen, leaving enough space for the signature. Even though it wasn’t difficult, I still took it seriously, making sure each card looked presentable.

The day wasn’t too busy, but completing these small tasks with care made it fulfilling. It’s always nice to know that even the simplest things can contribute to a great guest experience.

Today was quite a busy day with many guest arrivals, and the check-in area was filled with people waiting in line. Despite the rush, I managed to handle everything professionally, ensuring that each guest received a warm welcome and all the necessary information about their stay. Keeping a calm and organized approach helped maintain a smooth flow, even with the long queue.

In the midst of the check-ins, a guest requested to store a cake in the freezer. I quickly assisted, making sure to inform the team so everything was arranged properly. Throughout the shift, I also helped guests with various needs, ensuring they felt supported during their stay.

Although the day was hectic, it was fulfilling to see everything handled efficiently. Having a great team to coordinate with made it easier to navigate the rush, turning a busy shift into a well-managed and productive one.

Today wasn’t particularly busy, but some guests had a lot of requests, including room changes due to facilities not functioning properly. Mr. James took charge of preparing and inspecting the new rooms for them, ensuring everything was ready before the move. Since the lobby had quieted down, I took the opportunity to follow him and observe the room transfer process, gaining valuable experience in handling such situations.

While Mr. James coordinated with the engineer to address the issues in the previous rooms, I double-checked the new rooms to make sure all facilities were working properly. It was a great learning experience, showing me the importance of thorough inspections and teamwork when assisting guests with their concerns.

Even on calmer days, there’s always something new to learn, and today was a great example of that.

Today was a fairly quiet shift, but some guests had various requests. One guest was particularly interested in learning more about the activities and day past at the sports centre.

I provided them with basic details and guided them to check it out directly at the sports centre, where they could get firsthand information.

It felt good to assist and make sure they had everything they needed to explore the available options. Even on slower days, simple interactions like this remind me how important clear communication is in ensuring a great guest experience.

Today, I assisted a guest who wanted to know more about the current event happening at the hotel. I provided them with all the necessary details, including the schedule and key highlights, ensuring they had a clear understanding of what to expect.

After giving them the information, I show a way of them to the ballroom where the event was taking place. It felt good to help, making sure they could easily find their way without any confusion. Small moments like this remind me how important it is to provide clear directions and assist guests in a professional yet friendly manner.

Overall, it was a simple task, but being able to make a guest’s experience smoother always feels rewarding.

Starting the day early, I made sure to complete all my tasks on time before the checkout rush. Everything was handled smoothly, from assisting guests to organizing necessary details, making the transition effortless for those leaving.

As the lobby became crowded, I stayed focused, managing checkouts professionally and ensuring everything ran efficiently.

Even with the busy atmosphere, I felt grateful for the experience, knowing that each day brings opportunities to improve and provide the best service possible. Having a supportive team and being able to handle the morning shift confidently made the day fulfilling.

Right after my shift, I took the opportunity to walk along the beach with my friend since I hadn’t been to the beach since starting my internship.

Today was all about preparation, as tomorrow will be a peak day with many arrivals, including both groups and FIT guests. I spent most of my time making registration cards for FIT, ensuring everything was organized and ready for check-ins.

Since tomorrow will be hectic, getting things sorted in advance felt like a crucial task. Handling such a large number of arrivals will be a challenge, but with proper preparation and teamwork, I’m confident that everything will run smoothly.

It’s moments like these that help me sharpen my skills and grow in me!

Clocked out 3:00pm

I started the day by filling in guest information for their key cards in preparation for tomorrow's arrivals.

Throughout the shift, I answered calls from both external parties and guests as usual, responding to various inquiries and providing assistance.

I also ensured that all guest requests were properly communicated to the group FO Information, including details about golfers' pickup, room changes, and other special arrangements.

‼️Heavy Check-In‼️

- In the morning, as usual, receive the handover from the overnight shift.

- Check traces and update Housekeeping on any guest arrival requests (e.g. bed configuration, extra bed, baby cot, or room decoration).

- Review traces for any issued meal vouchers or activity vouchers for entitled guests.

- Verify the group rooming list, ensuring room numbers and names match correctly.

- Prepare key packets and breakfast vouchers for the next day's arrivals.

- Check departure bills to identify any charges that need attention, especially during busy check-out periods.

- Register the guest.

- Photocopy the guest’s IC or passport.

- Retrieve the registration card.

- Request guest’s signature, phone number, and email address.

- Review any alerts, notes, or traces.

- Ensure room payment is completed, and confirm Tourism Tax is applied for foreign guests.

- If the room is ready, proceed to release the key. If not, politely ask the guest to wait and notify them once the room is available.

- For any waiting guests, call them when their key is ready.

Clocked out 5:00pm

🗂 Daily Front Office Workflow ( Morning Shift)

- Start the shift by receiving a detailed handover from the night team, noting down key guest updates and pending tasks.

-Review traces for new arrivals and coordinate any special room setup requests like bed arrangements, extra beds, baby cots, or room decorating by promptly informing Housekeeping.

-Cross-check if meal or activity vouchers have been issued for guests entitled to them

-Examine group arrivals by verifying that the rooming list aligns with the names and room numbers are accurate.

- Organize key packets and breakfast vouchers in advance for guests arriving the following day.

- Scrutinize guest departure bills to spot any unposted charges, preventing delays during high-traffic check-out times.

-Begin the registration process for new arrivals:

- Copy their IC or passport

- Retrieve their registration card

- Collect signature, phone number, and email address

-Double-check all alerts, notes, and traces associated with the room or guest profile.

-Confirm that full payment has been received, including Tourism Tax for international guests.

-If the room is ready, hand over the key with a warm welcome. If not, politely ask the guest to wait and notify them as soon as their room becomes available.

-For guests who were asked to wait earlier, be sure to follow up and distribute their keys promptly.

Clocked in- 7:00am

Clocked out- 5:00pm

Clocked out- 3:00pm

- Take handover from night shift

- Check guest requests and inform Housekeeping

- Issue vouchers if needed

- Review group arrival list

- Prepare key packets and breakfast vouchers

- Check bills for departing guests

- Register arriving guests (copy ID, get signature/contact)

- Check alerts and payment status

- If room is ready, give key; if not, ask guest to wait

- Call guests once rooms are ready

One of the valuable lessons I gained during my internship was how to manage room swaps efficiently, especially during heavy check-in periods.

Room swapping usually happens when a guest arrives early, but their assigned room isn’t ready. In this case, we look for a clean (VC) room that can be given instead to avoid any wait or inconvenience for the guest.

If no VC (vacant clean) room is available for swapping, we sometimes reassign a room that is allocated to another guest expected to check in later in the day. This helps us keep things moving smoothly while still meeting arrival needs on time.

>Note: It’s important to always check the traces first to ensure the room is available for swapping and doesn’t have pending requests or blocks.

Clocked out: 3:00pm

• Getting handover from the overnight shift

• Check the traces and any voucher should be issued for that day arrival

• Prepared the key packet & breakfast voucher

• Check any pending bills from the guest departure.

• Pickup call from both outsider and inhouse guest.

• Inform any request from the guest to the correct department.

• Answer all the question both from the guest and outsider.

• Checking in arrival guest (asked to fill in the information needed, collect payment in needed)

  
  

What had I learned throughout my internship?

Room assignment is the process of selecting and assigning a specific hotel room to a guest before their arrival or during check-in. It ensures the guest gets a room that fits their preferences while also balancing operational needs like availability and housekeeping status.

It's Increase Guest Profile Understanding

-How to read and interpret guest preferences (room type, bed size, floor level, smoking preference, etc.)

-How to handle VIPs, special needs, or repeat guests

In terms of Room Types & Inventory

I managed to learn the differences between deluxe, premier, suite, connecting rooms, and their availability as well as understand room status (clean, dirty, out of service) and how housekeeping updates this in real time.

Shift: 7:00am-3:00pm

As usual;

• Getting handover from the overnight shift

• Check the traces and any voucher should be issued for that day arrival

• Prepared the key packet & breakfast voucher

• Check any pending bills from the guest departure.

• Pickup call from both outsider and inhouse guest.

• Inform any request from the guest to the correct department.

• Answer all the question both from the guest and outsider.

• Checking in arrival guest (asked to fill in the information needed, collect payment in needed)

What did Experience I gain?

Decision-Making Skills. I often need to think on your feet to select the best room in a dynamic environment.

Problem-Solving. Example: if a guest’s preferred room type isn’t available, I learn how to offer alternative options and explain them politely.

Prioritization & Time Management

Learn how to juggle incoming reservations, early arrivals, and unexpected room changes.

Guest Interaction. I meet guests directly during check-in, so I practice how to explain their room assignment clearly and politely.

Team Communication

I report room issues or delays to the team and learn the importance of clear updates in a fast-paced setting.

Shift: 7:00am-3:00pm

Today was another smooth shift, managing guest check-ins and making sure everything was in order made for another seamless shift today. As per usual, I gave each visitor a cordial greeting, verified their reservations, and gave them all the information they needed to plan their stay. While collaborating with housekeeping and engineers for any issues, I made sure to help those who had unique requirements.

Front Office duties I accomplished during my internship:

Coordinating the Guest Experience

Coordinating the visitor experience is a significant portion of a front desk hotel employee's job description. This entails making certain that rooms have been booked accurately, facilitating a smooth check-in process for visitors, and making certain that concierge services are accessible to them at the time of check-in.

The front desk staff is frequently asked by visitors for help finding specific sites, directions to nearby attractions, and help with taxis, trains, and buses. Employees must therefore be familiar with the area and be open to collaborating with visitors to make the most of their stay.

💬 Handling Guest Complaints

The front desk is responsible for solving problems that guests report during their stay. This often means working with other departments like Maintenance or even outside contractors.

For example, if a guest’s TV isn’t working or there’s a leak in the bathroom, the front desk contacts the Maintenance team to fix it as soon as possible. If a guest wants to change rooms, the front desk needs to organise it carefully so everything goes smoothly.

It’s important to solve problems quickly and kindly. This helps turn an unhappy guest into a happy one. Staff need good people skills,like listening well, staying calm, thinking clearly, and showing understanding. After a problem is fixed, the front desk should always check back with the guest to make sure everything is okay.

🎯 Personalised Guest Service

Making each guest feel special can really improve how they see the hotel. Even small touches like using their name can make a big difference.

More meaningful service includes remembering guest preferences from previous visits, giving room upgrades for special events, or sharing local recommendations based on what the guest enjoys.

To do this well, front desk staff should always update the guest profile in the hotel system with any helpful information about the guest’s likes, dislikes, or interests. This helps make every future stay more personal and welcoming.

🛏️ Room readiness and coordination with housekeeping

To keep guests happy, it’s important to allow early check-ins or late check-outs when possible. Guests also sometimes ask for special cleaning like using allergy-friendly products which should be handled carefully.

Receptionists work closely with Housekeeping to make sure rooms are ready on time. If a guest arrives early, the receptionist checks how fast the room can be cleaned and prepared. If a guest leaves early, it's helpful to tell Housekeeping so they can start cleaning that room ahead of schedule.

Receptionists also help by keeping the lobby area neat and welcoming for all guests.

Essential front office responsibilities I learned and practiced as an intern

🛎️ Guest Check-In & Support

- Welcome guests, check them in and out

- Take payments and help with parking

- Give out room keys and info packs

- Store guests' luggage if needed

🧼 Room & Maintenance Coordination

- Check if rooms are ready with housekeeping

- Deliver extra items like towels

- Report and follow up on room repairs

📅 Booking & Guest Communication

- Manage new and future reservations

- Answer questions from potential guests

🗺️ Local Info & Events

- Know about local events and places to visit

- Share tips on nearby food, shops, and attractions

🏊 Shared Spaces & Cleanliness

- Look after public areas like pools, gyms, and lobbies

- Keep entrances and lobbies clean and welcoming

This is the morning front desk checklist I learned throughout my internship.

🖥️ System & Desk Setup

• Turn on computers and log in to all required systems

• Arrange the front desk with Voucher, Guest passport and Welcoming drink.

• Wipe and tidy the counter surfaces

  
  

💵 Cash & Security

• Bring out the cash float from the safe

• Count and verify the float, then sign it off

• Switch phones back from after-hours mode to normal operations

  
  

📩 Guest Communications

• Read and respond to new chat from the guest or outsiders.

• Print out any new reservation.

• Make wake-up or reminder calls as needed

• Check notes left by the night team

  
  

🛎️ Guest Check-Outs & Walk-Ins

• Ensure all guests check out on time

• Handle check-out payments and account settlements

• Check room availability for walk-in guests

  
  

🧹 Cleanliness & Comfort

• Make sure public areas like the lobby are clean and welcoming

• Distribute newspapers in the reception area

• Turn on background music in the lobby for a pleasant atmosphere

  
  

🧺 Housekeeping Coordination

• Contact housekeeping to confirm priority rooms for cleaning

• Handle any special requests for the day

• Double-check with housekeeping that rooms are ready for check-ins

  
  

🎁 Guest Arrivals & VIP Prep

• Review the day’s arrival list for VIPs or special requests

• Prepare welcome packs and keycards for evening check-ins

This is the Evening Shift front desk checklist I learned throughout my internship.

💵 Cash & Finance Wrap-Up

- Count the cash float

- Balance the till and close the day’s accounts

🛎️ Guest Check-In & Reservation Prep

- Check room availability for last-minute or walk-in guests

- Confirm that arrival packs are ready for incoming guests

- Handle any new reservation requests

📨 Communication & Handover

- Respond to all remaining chat (WhatsApp, Roomie)

- Add any unfinished tasks from the day shift to the evening list

- Leave notes for the overnight & morning shift.

🧹 Closing Up the Front Desk

- Tidy the reception desk and surrounding area

-Keep playing the lobby music

- Sign out of all systems and shut down computers

Our daily guest arrival checklist;

🛬 Guest Check-In Preparation

• Ensure all guest rooms are correctly assigned

• Confirm arrival/welcome packs are ready with keycards or door codes

• Verify with housekeeping that rooms are clean and set

• Review reservation notes for any special instructions or guest preferences

  
  

🛎️ Check-In Process

• Greet guests warmly and ask for their reservation name

• Look up their booking in the system and confirm details (length of stay, number of guests, room type)

• Request photo ID

• Ask for guest signature, Phone number and Email.

• Collect payment if needed

  
  

📢 Hotel Information & Guest Orientation

• Go over hotel policies (breakfast hours, opening times for pool, gym, and sport centre)

• Hand over the room key and explain key features (like Wi-Fi or AC controls)

• Answer any questions the guest may have

• Ask if the guest has a car and provide parking options, shuttle fees, and payment methods

• Explain how and when to check out

• 
  

😊 Finishing Touches

• Wish them a pleasant stay

• Let them know how to reach the front desk for help or inquiries

Our Daily guest check-out checklist

📝 Check-Out Preparation

• Collect all the departure registration card

  
  

🛎️ Guest Interaction

• Greet the guest warmly at the front desk

• Ask for the name on their reservation and locate their booking in the system

• Review and settle any unpaid charges (e.g., minibar, room service)

• Ask if there were any problems or maintenance issues in the room

• Complete the check-out process in the system

  
  

🎒 Guest Assistance

• Offer to store their luggage if needed

• Provide directions or further assistance before they depart

  
  

🧹 Room & Housekeeping Follow-Up

• Notify housekeeping that the room is now vacant and ready for cleaning

• Report any maintenance issues discovered by the guest

• Check that all remaining guests leave on time call rooms if necessary

Lobby and common areas checklist;

☀️ Morning Tasks

• Check for rubbish and tidy as needed

• Report any maintenance issues right away

• Turn on lights, music, and TVs where needed

• Make sure luggage carts are in their proper places

• Straighten and Vouchers and Welcoming drinks

  
  

🌙 End-of-Day Tasks

• Turn off all lights, music, and TVs

• Clean all the receptions area when free.

POST PAYMENT

During my internship at the resort, I was trained to collect room payments through Opera Cloud, the resort’s property management system. I learned how to properly handle guest check-outs by reviewing folios, confirming outstanding balances, and collecting payments using various methods such as credit cards or cash. Under the guidance of front desk staff, I was also taught how to post these transactions onto the system accurately to ensure the payments were linked to the correct reservation, and that receipts were issued and updated in real time. This process helped me understand how to close guest accounts efficiently while maintaining financial accuracy and ensuring a smooth departure experience for each guest.

POST CHARGE

During my internship at the resort, I learned how to post charges to guest accounts using Opera Cloud. This involved entering additional expenses that guests incurred during their stay such as dining, spa services, minibar usage, or laundry onto their folio in the system. I was guided by the front office and accounting teams, who showed me how to select the correct charge code, input the amount, link it to the right room or guest, and double-check the posting for accuracy. Practicing these steps helped me understand how important timely and correct posting is for both financial tracking and ensuring guests aren’t surprised at check-out. It gave me a solid foundation in real-time account management, which is essential for seamless guest service and accurate hotel reporting.

OFFDAY

ROOM DIARY

During my internship at the resort, I learned how to check the room diary in Opera Cloud to manage room availability and scheduling. This included reviewing which rooms were approved for late check-out, checking the arrival time and details of the next guest assigned to each room, and verifying the room type to ensure proper allocation. I also used the room diary to spot any back-to-back bookings, special requests, or VIP stays that needed extra attention. This task helped me understand how to coordinate efficiently between check-out and upcoming arrivals, making sure rooms were available, clean, and ready on time. It also improved my ability to communicate clearly with housekeeping and anticipate scheduling conflicts before they became issues.

MANAGE REPORT

During my internship at the resort, I learned how to manage group rooming lists and occupancy forecasts using the Opera Cloud system. For group rooming lists, I was shown how to input guest names, assign room types and numbers, and ensure that group preferences such as proximity to event spaces or connecting rooms were accurately reflected. I also helped update these lists with last-minute changes, ensuring smooth coordination with housekeeping and event teams.

For forecasting, I learned to generate and review reports that displayed expected occupancy levels, average daily rates (ADR), and upcoming group arrivals. These reports helped the front office and management teams plan staffing levels, allocate room inventory, and anticipate busy periods. Learning to work with these tools taught me how important it is to think ahead and maintain operational efficiency, especially when coordinating large group bookings or planning around high-demand dates.

One of the main challenges I faced during my internship at the front office was managing stressful situations during peak hours. Handling multiple guests at once while staying polite and efficient was not easy at first. Sometimes, room availability issues or booking errors required quick problem-solving and clear communication to avoid guest dissatisfaction. I also found it challenging to learn the front office system and memorize procedures under pressure. However, over time, I became more confident, especially with support from experienced colleagues. These challenges taught me patience, adaptability, and the importance of staying calm and focused even when things get hectic.

Another challenge was dealing with language barriers when communicating with international guests. Sometimes it was difficult to understand their needs clearly, and I had to rely on gestures or translation apps to assist them effectively. I also struggled with time management in the beginning to balancing multiple tasks like handling calls, checking in guests, and updating records required constant focus and quick decision-making.

Learning all the hotel’s policies and procedures was also a bit overwhelming at first, especially when I had to follow them precisely during unexpected situations like guest complaints or system errors. Lastly, staying energetic and welcoming throughout long shifts was tough, but I realized the importance of maintaining a professional attitude no matter how I felt.

As a front office intern, I faced several challenges that helped me grow professionally. It was difficult at first to remember all the hotel procedures, especially when things got busy. Communicating with guests who spoke limited English was another hurdle, and I had to find simple and respectful ways to assist them. Handling unhappy guests required a calm and patient attitude, even when the situation was stressful. Long shifts were tiring, and staying focused and friendly throughout was not always easy. Learning to use the booking system quickly and accurately also took time. Despite these challenges, I gained valuable experience and became more confident in managing front office responsibilities.

OFFDAY

I’m truly grateful for the opportunity to intern at the front office. The experience taught me valuable skills and gave me a better understanding of how the hospitality industry works. I appreciate the guidance and support from the team, especially during challenging moments when I was still learning. Their patience and encouragement helped me grow more confident and improve day by day. I also feel thankful for being able to meet and assist guests from different backgrounds,it made the experience even more meaningful.

I sincerely appreciate the chance to be part of the front office team during my internship. The welcoming environment made it easier to learn and adapt. I’m thankful to the staff who always treated me with kindness and respect, even when I made mistakes. Their guidance and teamwork showed me how professional hospitality should be practiced. I’m especially grateful for the chance to grow in a real-world setting, and I’ll carry these lessons with me into my future career.

I’m very thankful for the opportunity to intern at the front office. The experience has taught me valuable skills and given me a better understanding of hospitality service. I truly appreciate the team’s support throughout my journey, especially their patience as I learned and adapted. I’m also grateful that my leave request to clear my remaining public holiday before the end of my internship was considered and approved. That understanding and flexibility made me feel respected and valued as part of the team, and added to the positive experience I had during my time here.

Today marks my last day as a front office intern, and I’m filled with gratitude for the entire journey. I’ve learned so much over the course of my internship—from handling guest services to improving my communication and teamwork skills. I’m especially thankful for the support and kindness shown by the staff, who made me feel welcome from day one. Their guidance and encouragement helped me grow more confident in my role. I’m also grateful that my leave request to clear my remaining public holiday was approved, showing the team’s thoughtful consideration. It’s been a meaningful experience, and I’ll carry these lessons with me as I move forward.

MY OFFDAY AND CLEAR PUBLIC HOLIDAY

END OF INTERNSHIP

THANK YOU