Tasks assigned:

• Entered Ramadhan reservation data into a Microsoft Excel file.

• After data entry, Mr. Zul arranged tables based on guest count or special requests.

• From 5:40 PM onwards, took on the role of hostess;

  • Welcomed guests,

  • Recorded and counted the number of guests present,

  • Learned how to be a hostess for the first time.

Connection Between Practical Experience and Theory/Practice Learned at UMK:

• At UMK, I learned that a hostess is responsible for guiding or assisting guests to their assigned tables.

• However, in this placement, my task was limited to informing guests and part-time staff of the table number.

• The part-time staff would then escort the guests to their tables, differing slightly from the full hostess duties I practiced at UMK.

Challenge

• First time working.

• Introverted and shy.

• Afraid to talk or approach others.

• Felt awkward and nervous in social situations.

Solution

• Started with small steps like saying hello and smiling.

• Asked simple work-related questions.

• Observed how others communicate.

• Slowly became more confident with support from coworkers.

• Continued with regular Ramadan-related tasks, including:

  • Entering Ramadan reservation data,

  • Assisting with table arrangements,

  • Serving as a hostess to welcome guests.

• Managed a high-volume booking day with nearly 500 pax, which required early preparation.

• On standby by 5:40 PM to receive and attend to arriving customers.

• Continued with the same tasks as previous days, including entering data for Ramadan reservations.

• Assisted Encik Zul with arranging tables for incoming guests.

• Served as a host, welcoming and managing guest arrivals.

• Continued performing the same Ramadan-related tasks as on previous days.

• Served as a host and ensured all hosting responsibilities were carried out smoothly.

• Assisted in counting and managing vouchers after hosting duties.

• Collected used plates and tableware from guests.

• Wiped and cleaned plates, bowls, and cutlery, and organized them properly.

Equipment Used:

• Dinner plate

• Soup cup and saucer

• Bread and butter plate

• Soup plate

• Coffee/tea cup and saucer

• Highball glass

• Dinner spoon

• Dinner fork

• Dinner knife

• Reported for duty at 12:00 PM and completed the shift at 10:00 PM, including 2 hours of overtime.

• Continued with the same core responsibilities as in previous shifts.

• Assisted part-time staff with table tagging and food labeling to ensure smooth service flow.

Equipment Used:

• Plastic Table Number Holders

• Mini Clear Acrylic Sign Display Holders

• Stainless Steel Menu Stands

• Continued with regular duties as on previous days.

• Entered Ramadan reservation data into the system.

• Assisted with table arrangements and setup.

• Served as a hostess, ensuring guests were welcomed and guided appropriately.

• 7:00 AM to 10:30 AM: During the buffet breakfast session, my responsibilities included: 

• Collecting used plates and cups from customers once they had finished dining. 

• 10:30 AM to 11:30 AM: Once the breakfast session ended, we: 

• Cleared and cleaned the buffet area, followed by a break for our own meal. 

• 11:30 AM to 3:00 PM: After the break, I assisted with: 

• Setting up tables for à la carte service, preparing to serve incoming customers. 

• Wiping and organizing cutlery, ensuring the utensils were arranged according to their respective types. 

Relation of Activities to Theoretical and Practical Knowledge Learned at UMK: 

During my shift, I participated in several tasks that directly reflect the knowledge and skills gained through my studies at Universiti Malaysia Kelantan (UMK): 

1. Buffet Area Cleaning and Turnover Preparation: 

• Clearing and cleaning the buffet area aligns with practical lessons in Food and Beverage Management, where hygiene, cleanliness, and smooth turnover between service sessions are emphasized. 

2. Break and Staff Meal Time Management: 

• Taking a break after completing the breakfast service reflects the importance of staff welfare and shift management, which are often discussed in courses related to Human Resource Management. 

3. À la Carte Table Setup (11:30 AM – 3:00 PM): 

• Assisting with the setup for à la carte service demonstrates the application of skills such as mise en place, table layout planning, and attention to detail, which are part of practical training in Dining Room Service or Service Techniques. 

Challenge

• Not familiar with the program menu

• Didn't know the program flow or content at first

• Felt confused when helping or answering questions

Solution:

• Asked the main facilitator for clarification

• Reviewed the briefing materials

• Wrote down key points for easy reference

Equipment Used: 

• Dinner plate 

• Soup cup and saucer 

• Bread and butter plate 

• Soup plate 

• Coffee/tea cup and saucer 

• Highball glass 

• Dinner spoon 

• Dinner fork 

• Dinner knife 

• Buffet serving gear

• Continued with regular morning shift responsibilities as on previous days. 

• Assisted during the buffet breakfast session, ensuring smooth service for guests. 

• Performed clearing and cleaning tasks after breakfast. 

• Waited and prepared for incoming à la carte guests post-breakfast session. 

Relation to Theoretical and Practical Knowledge Learned at UMK: 

1. Food and Beverage Service Knowledge: 

• The setup and use of various types of tableware (e.g., soup plates, dinner knives, highball glasses) reflect practical training in Table Setting and Service Styles, commonly taught in Food & Beverage Management courses. 

• Understanding the function and correct arrangement of each item is essential for maintaining professional service standards. 

2. Buffet Service and Guest Handling: 

• Assisting with the buffet breakfast and using buffet-specific serving equipment. 

• These duties are consistent with food and beverage management cost. 

3. Customer Readiness and Mise en Place: 

• Waiting and preparing for à la carte guests reflects your understanding of mise en place (everything in its place) — a core principle in service readiness. 

• This ties into practical and theoretical topics in Basic Serving, where anticipating customer needs is key to providing quality service. 

4. Time Management and Team Coordination: 

• These tasks also reflect soft skills such as time management, coordination with F&B staff, and teamwork, all of which are emphasized in hospitality-related group projects and internships at UMK. 

Equipment Used: 

• Dinner plate 

• Soup cup and saucer 

• Bread and butter plate 

• Soup plate 

• Coffee/tea cup and saucer 

• Highball glass 

• Dinner spoon 

• Dinner fork 

• Dinner knife 

• Buffet serving gear 

• Continued with the same routine tasks as previous days. 

• Assisted during the buffet breakfast session and helped with clearing the area afterward. 

• Set up tables for the à la carte service. 

• Remained on standby to welcome and serve arriving guests. 

• Was taught how to deliver food to guest rooms as part of room service. 

Relation to Theoretical and Practical Knowledge Learned at UMK: 

1. Buffet Service and Food & Beverage Operations: 

• Assisting during the buffet breakfast session applies the concepts learned in Food and Beverage Management. It involves understanding service flow, guest satisfaction, and the importance of timely replenishment — all of which are key topics in managing buffet-style dining. 

2. À la Carte Service Preparation: 

• Setting up tables for à la carte service demonstrates the practical skill of mise en place, taught during service-related modules. This includes correct table arrangement, alignment with service style, and readiness to deliver a personalized dining experience — a major focus in Hospitality Service Techniques. 

3. Service Etiquette and Professionalism: 

• Both tasks require attention to detail, guest awareness, and professionalism — soft skills consistently emphasized in UMK’s hospitality and customer service-related subjects. 

Equipment Used: 

• Dinner plate 

• Soup cup and saucer 

• Bread and butter plate 

• Soup plate 

• Coffee/tea cup and saucer 

• Highball glass 

• Dinner spoon 

• Dinner fork 

• Dinner knife 

• Buffet serving gear 

• Performed the same tasks as on previous days. 

• Assisted during the buffet breakfast session and cleaned the area afterward. 

• Set up tables for the à la carte service. 

• Waited on standby to serve incoming guests. 

Relation to Theoretical and Practical Knowledge Learned at UMK: 

1. Food and Beverage Service Operations: 

• Repeating daily service tasks reinforces practical knowledge from Food & Beverage Management and Basic Serving courses, where consistency, efficiency, and quality are emphasized as keys to successful hospitality operations. 

2. À la Carte Setup and Readiness: 

• Setting up tables for à la carte service showcases the practical application of mise en place, a core concept in Basic Serving and Food and Beverage Management. It involves understanding different service styles and tailoring the dining setup to suit guest expectations. 

Equipment Used: 

• Dinner plate 

• Soup cup and saucer 

• Bread and butter plate 

• Soup plate 

• Coffee/tea cup and saucer 

• Highball glass 

• Dinner spoon 

• Dinner fork 

• Dinner knife 

• Buffet serving gear

• Continued with the same tasks as previous days, including assisting with breakfast service, clearing the buffet area, and setting up tables for à la carte service. 

• Helped with packing plastic cutlery (spoons, forks, knives) for service use. 

• Was shown how to retrieve stock from the store, guided by a staff member. 

Relation to Theoretical and Practical Knowledge Learned at UMK: 

1. Food and Beverage Service Operations 

• Repeating daily service tasks reinforces practical knowledge from Food & Beverage Management and Basic Serving courses, where consistency, efficiency, and attention to detail are crucial for smooth operations in hospitality settings. 

2.  À la Carte Setup and Readiness: 

• Setting up tables for à la carte service highlights the practical application of mise en place, a fundamental concept learned in Basic Serving and Food and Beverage Management. It includes understanding proper table layouts, service styles, and preparing the dining environment based on expected guest preferences and standards. 

3. Inventory and Stock Handling: 

• Being introduced to the process of retrieving stock from the store room, under staff supervision, connects to theoretical aspects of Inventory Control in Food and Beverage Cost Control. This provides firsthand experience with managing supplies and ensuring service areas are adequately stocked. 

Equipment Used: 

• Dinner plate 

• Soup cup and saucer 

• Bread and butter plate 

• Soup plate 

• Coffee/tea cup and saucer 

• Highball glass 

• Dinner spoon 

• Dinner fork 

• Dinner knife 

• Buffet serving gear 

• Plastic spoon, fork, knife and serviette 

• Carried out the same routine tasks as on previous days. 

• Assisted during the buffet breakfast session and helped with post-meal clearing. 

• Set up tables for the à la carte service. 

• Helped to fill water into the cooler fan to ensure a comfortable and cool environment for both customers and staff. 

Relation to Theoretical and Practical Knowledge Learned at UMK: 

1. Food and Beverage Service Operations: 

• Performing daily service routines, including buffet assistance and clearing tasks, reinforces core knowledge from Food & Beverage Management and Basic Serving courses. These tasks emphasize consistency, professionalism, and service efficiency — key elements in maintaining smooth dining operations. 

2. Mise en Place and Table Setup: 

• Preparing tables for à la carte service applies the concept of mise en place, where every element is arranged properly before service begins. This reflects what is taught in Basic Serving and Food and Beverage Management, especially regarding customer-focused service presentation. 

3. Customer Comfort and Environment Control: 

• Filling water into the cooler fan demonstrates an understanding of guest comfort management, which is a subtle yet important part of overall guest experience. This links to principles covered in Hospitality Facility Management, where maintaining a pleasant dining environment contributes to customer satisfaction and service quality. 

Equipment Used:  

• Dinner plate  

• Soup cup and saucer  

• Bread and butter plate  

• Soup plate  

• Coffee/tea cup and saucer  

• Highball glass  

• Dinner spoon  

• Dinner fork  

• Dinner knife  

• Buffet serving gear 

• Started the evening shift from 3:00 PM to 11:00 PM. 

• Took guest orders and served food during service hours. 

• Assisted in setting up the buffet area in preparation for the next day’s breakfast service. 

Relation to Theoretical and Practical Knowledge Learned at UMK: 

1. Customer Service and Order-Taking Skills: 

• Taking guest orders and serving food directly applies communication and interpersonal skills developed in Organizational Behavior courses. 

2. Buffet Setup and Pre-Shift Preparation:

   Assisting in buffet setup reflects knowledge of mise en place and operational readiness taught in Basic Serving and Food and Beverage Management. Preparing in advance for the next service period ensures smooth operations and aligns with hospitality best practices.

Issues and Challenges Faced: 

• Did not fully understand the menu items. 

• Could not confidently answer customer questions about the food. 

• Had to ask senior staff for help, which delayed service. 

• Felt less confident when interacting with guests. 

Reflection and Solution: 

• Realized the importance of knowing the menu well. 

• Plan to review the menu before each shift. 

• Will ask staff or read materials to learn more about the dishes. 

• Want to improve product knowledge to serve customers better and with more confidence. 

Equipment Used:   

• Dinner plate   

• Soup cup and saucer   

• Bread and butter plate   

• Soup plate   

• Coffee/tea cup and saucer   

• Highball glass   

• Dinner spoon   

• Dinner fork   

• Dinner knife   

• Buffet serving gear 

• Scheduled for the 3:00 PM to 11:00 PM shift but arrived earlier to assist as a part-timer. 

• Took guest orders and served food during service hours. 

• Helped with setting up the lunch buffet. 

• Assisted with setting up the dinner buffet. 

• Cleared and cleaned the buffet area after dinner service. 

• Deliver food to guest rooms with staff.

• Helped prepare the buffet setup for the next day's breakfast service. 

Relation to Theoretical and Practical Knowledge Learned at UMK: 

1. Food & Beverage Service:  

• Taking orders and serving guests applies knowledge from Food and Beverage Management and Basic Serving Techniques, including customer service, communication, and professionalism. 

2. Buffet Setup & Mise en Place:  

• Setting up the lunch and dinner buffet reflects the concept of mise en place, as taught in practical courses, focusing on preparation and smooth service flow. 

3. Time Management and Teamwork:  

• Arriving early and helping beyond the assigned hours demonstrates responsibility, a positive attitude, and supports the soft skills taught in Professionalism in Hospitality. 

Equipment Used:   

• Dinner plate   

• Soup cup and saucer   

• Bread and butter plate   

• Soup plate   

• Coffee/tea cup and saucer   

• Highball glass   

• Dinner spoon   

• Dinner fork   

• Dinner knife   

• Buffet serving gear 

• Continued with the 3:00 PM to 11:00 PM shift.

• Assisted in setting up the dinner buffet.

• Helped prepare the breakfast buffet for the next day.

• Learned how to set up for steamboat service, guided by staff.

• Was taught how to prepare a candlelight dinner setup.

• Took part in singing Happy Birthday to a customer as part of a celebration service.

Regular Tasks:

• Continued evening shift duties.

• Waited on standby for à la carte guests.

• Helped set up the breakfast buffet for the next day.

Additional Tasks:

• Packed plastic cutlery sets for service.

• Checked stock of packaged drinks and paper cups.

• Learned how to send dirty linens to the housekeeping department (guided by a staff member).

Relation to Theoretical and Practical Knowledge Learned at UMK: 

1. À la Carte and Buffet Operations:  

• Performing regular service tasks reinforces practical skills from Food & Beverage Management, focusing on readiness, presentation, and attention to guest needs. 

2. Service Preparation:  

• Packing cutlery sets applies mise en place principles, promoting organization and service readiness as taught in practical hospitality courses. 

Equipment Used:   

• Dinner plate   

• Soup cup and saucer   

• Bread and butter plate   

• Soup plate   

• Coffee/tea cup and saucer   

• Highball glass   

• Dinner spoon   

• Dinner fork   

• Dinner knife   

• Buffet serving gear 

• Continued with the evening shift (3:00 PM – 11:00 PM). 

• Performed regular duties as on previous days, including: 

• Waiting for and serving à la carte guests.

• Setting up the breakfast buffet for the next day. 

• Preparing food tags for the breakfast buffet.

• Taking guest orders and serving meals.

Relation to Theoretical and Practical Knowledge Learned at UMK: 

1. Buffet Setup and Presentation:  

• Setting up the buffet and preparing food tags applies mise en place principles, including food labeling standards covered in Basic Serving Techniques and Food Safety. 

2. Guest Interaction:  

• Taking orders and serving food connects to Customer Service modules, where communication, efficiency, and professionalism are key components.

Equipment Used:   

• Dinner plate   

• Soup cup and saucer   

• Bread and butter plate   

• Soup plate   

• Coffee/tea cup and saucer   

• Highball glass   

• Dinner spoon   

• Dinner fork   

• Dinner knife   

• Buffet serving gear 

• Mini Clear Acrylic Sign Display Holders

• Continued with the same evening shift tasks: 

• Waited for and served à la carte guests.

• Set up the breakfast buffet for the next day. 

• Prepared food tags for the breakfast buffet.

• Took orders and served food to guests.

• Was shown how to do dome setting for a formal dinner setup. 

Relation to Theoretical and Practical Knowledge Learned at UMK: 

• À la Carte Service: Builds on skills from Food & Beverage Service and Hospitality Operations, including order-taking, serving, and guest interaction. 

• Buffet Setup & Food Tagging: Applies concepts of mise en place and Food Safety from courses such as Basic Serving Techniques. 

Challenges Faced: 

• Faced difficulty when taking an order from a Russian guest who didn’t speak English. 

• Had to use a translation app to communicate and understand their request. 

• Learned the importance of patience, clear communication, and using tools to assist in guest service. 

Reflection: 

• Dome setting was a new skill that helped expand knowledge beyond regular buffet setups. 

• Handling a language barrier was challenging but became a valuable learning experience. 

• Will continue to improve adaptability when dealing with international guests and non-verbal communication. 

• Collected guest breakfast dishes. 

• Cleared the breakfast buffet. 

• Set the table for à la carte orders. 

• Waited on and served guests. 

• Wiped dinner plates and bread-and-butter plates. 

• Sorted the plates by type. 

Reflection: 

• Became more efficient in handling tasks like plate sorting and cleaning during the morning rush. 

• Learned the importance of speed and organization in clearing buffets, ensuring smooth transitions between meal services. 

• Continued to focus on improving guest interactions, making sure to be attentive and polite throughout the shift. 

• Gained new insights by observing En. Zul’s technique in serving during dome-style settings and practiced assisting with beverage service.

Equipment Used:   

• Dinner plate   

• Soup cup and saucer   

• Bread and butter plate   

• Soup plate   

• Coffee/tea cup and saucer   

• Highball glass   

• Dinner spoon   

• Dinner fork   

• Dinner knife   

• Buffet serving gear 

• Mini Clear Acrylic Sign Display Holders

• Collected guest breakfast dishes. 

• Cleared the breakfast buffet. 

• Set the table for à la carte orders. 

• Waited on and served guests. 

• Wiped dinner plates and bread-and-butter plates. 

• Sorted the plates by type. 

• Organized cutlery by type (sorted forks, knives, spoons, etc.). 

Relation to Theoretical and Practical Knowledge Learned at UMK: 

• High Guest Volume Management: Handling 242 guests emphasizes the importance of time management and efficiency under pressure, directly relating to concepts taught in Hospitality Operations. 

Reflection: 

• Managing a high volume of guests (242 pax) taught me the importance of staying calm and organized during busy periods. 

• Realized that proper organization and preparation can make even large-scale services more manageable and smooth. 

• Will continue to focus on improving my ability to handle large guest numbers and maintain high service standards. 

• Collected guest breakfast dishes. 

• Wiped bread-and-butter plates (BB plates). 

• Set tables for à la carte guests. 

• Set up the buffet for lunch service. 

• Cleared the lunch buffet at 2:30 PM. 

• Organized cutlery by type (sorted forks, knives, spoons, etc.). 

Reflection: 

• Although it was tiring due to the high number of guests, I truly enjoyed the experience. 

• Learned that staying organized and working as a team helps reduce pressure and keeps service running smoothly. 

• Will continue to improve my stamina and focus to perform even better during peak hours. 

• Collected guest dishes after breakfast service. 

• Helped with dome setup for lunch service. 

• Served guests during dome lunch service. 

• Was guided and assisted by staff throughout the dome setting process. 

• After completing dome setup, helped with à la carte table setup. 

• Took guest orders and served them during service.

Relation to Theoretical and Practical Knowledge Learned at UMK: 

• Guest Service: Serving guests during dome service aligns with practical experience in Fine Dining techniques taught in class — precision, timing, and etiquette. 

• Teamwork & Guidance: Learning directly from staff showcases real-world application of On-the-Job Training principles, where observation and guidance enhance hands-on learning. 

Reflection / Opinion: 

• I realized that serving during a dome lunch service is quite similar to fine dining service, especially in terms of guest handling, and professionalism. 

• I appreciated the support and guidance from staff — it helped me understand how to execute dome service properly. 

• I enjoyed the experience and feel more confident handling formal setups and guest service under supervision. 

• I was especially happy and motivated when En. Kama gave me a thumbs up while I was taking an order — it felt rewarding and encouraging.

• Overall, it was a tiring but rewarding day that deepened my understanding of different service styles. 

• Collected guest dishes during breakfast service (same routine as previous days). 

• Assisted with lunch service (dome style): served food and collected used dishes (no table setting required). 

• Wiped cutlery and organized them by type (forks, knives, spoons, etc.). 

Relation to Theoretical and Practical Knowledge Learned at UMK: 

• Routine Service Practice: Repeating tasks like collecting dishes, serving food, and organizing cutlery helped strengthen basic service skills. 

• Dome Service Handling: Although no setup was involved, serving during a dome-style lunch is still relevant to Formal Dining Service training, focusing on timing, presentation, and guest interaction. 

Reflection: 

• Being the last day of my internship in the F&B department, I felt proud of everything I’ve learned and accomplished. 

• Although the tasks were familiar, I took them seriously and performed them with more confidence and independence. 

• I’m thankful for all the guidance and support from the staff — the experience gave me a strong foundation in real-world food service operations. 

• Helped linen staff strip used beds

• Sorted linens by category (bedsheet, duvet, pillowcase)

• Assisted Mr. Ram in making beds and cleaning rooms

ii. Equipment Used:

• Bed linens (bedsheet, duvet, pillowcase)

• Broom

• Dustpan

iii. UMK Theory Link:

• Facility Management: Understanding linen flow from collection to sorting

iv. Challenge:

• Identifying different types of linen correctly

v. Solution:

• Asked guidance from linen staff and practiced daily

• Assisted in decorating a guest room for an anniversary

• Arranged clean linen on racks by type

• Attended training on cleaning chemicals and their functions

• Ms. Arissa teach me how to do reconcile linen report

ii. Equipment Used:

• Carry caddy

• Toilet brush

• Cleaning chemicals

• Water puller

iii. UMK Theory Link:

• Facility Management: Learning chemical safety and proper usage

• Professional Development: Exposure to special guest service preparations

iv. Challenge:

• Remembering function of different chemicals

v. Solution:

• Took notes and clarified with trainer when unsure

• Helped decorate a guest room for a birthday

• Sorted used linen for laundry

• Arranged clean linen on rack by type

• Received department structure and communication briefing from Mrs. Deena

ii. Equipment Used:

• Bed sheet

• Duvet

• Pillowcase

• Bath towel

• Bath mat

iii. UMK Theory Link:

• Professional Development in Hospitality: Importance of internal communication and team briefing

iv. Challenge:

• Coordinating multiple tasks in a short time

v. Solution:

• Worked closely with team and followed instructions step-by-step

• Folded wiping cloths for use by attendants

• Sorted linen for laundry delivery

ii. Equipment Used:

• Wiping cloths

• Bed linens (bedsheet, duvet, pillowcase)

• Bath towel

• Bath mat

iii. UMK Theory Link:

• Facility Management: Supporting linen flow and material preparation

iv. Challenge:

• Maintaining accuracy while sorting similar items

v. Solution:

• Rechecked items and asked for confirmation from senior staff

• Attended morning briefing

• Paired with Supervisor Jue to learn SOP

• Practiced guestroom entry procedures (knock, announce)

• Learned proper room cleaning steps (trash disposal, wiping, linen changing)

• Learned to count and record maid trolley items using order chit

ii. Equipment Used:

• Maid trolley

• Wiping cloths

• Trash bags

• Cleaning chemicals

• Amenities (shampoo, soap, coffee set, bottled water)

• Bath towel, bath mat

• Bed linens

iii. UMK Theory Link:

• Room Division Management: SOP implementation in real work

• Professional Development: Guest interaction and service process

iv. Challenge:

• Memorizing detailed SOP for each step

v. Solution:

• Asked questions, took notes, and practiced multiple times

• Challenges:

  • -

• Solutions:

  • -

• Challenges:

  • -

• Solutions:

  • -

• Challenges:

  • -

• Solutions:

  • -

• First day at the Front Office

• Mr. Arif taught how to make remarks for online bookings (Agoda, Booking.com, Ctrip, Tiket, Traveloka)

• Learned how to call guests for check-out

• Attended a staff briefing with all team members at 3:00 PM

Equipment Used:

• Computer

• Telephone

• Notebook

• Pen

Related Theory/Subject (UMK):

• Information and Technology in Business – understanding system usage

• Customer Service in Hospitality – communicating with guests

• Hotel Operations – importance of daily briefing and teamwork

Issues/Challenges:

• New to the system and OTAs

• Nervous when calling guests

Solution:

• Observed Mr. Arif’s examples first

• Used a simple script for the phone call

• Continued making remarks for online bookings as usual

• Tried to call guests for check-out (still felt a bit nervous)

• Ms. Anis taught how to make a booking for guests from WhatsApp inquiries

• Attended a staff briefing at 3:00 PM

Equipment Used:

• Computer

• Telephone

• Notebook

• Pen

Related Theory/Subject (UMK):

• Information and Technology in Business – managing guest bookings through digital communication

• Customer Service in Hospitality – handling guest communication professionally

• Hotel Operations – daily work routine and briefing

Issues/Challenges:

• Still nervous when calling guests

Solution:

• Practiced more phone calls to gain confidence

• Continued making remarks in the system

• Answered internal calls from in-house guests (questions or requests)

• Attended a staff briefing at 3:00 PM

Equipment Used:

• Computer

• Telephone

• Notebook

• Pen

Related Theory/Subject (UMK):

• Information and Technology in Business – updating guest information in the system

• Customer Service in Hospitality – handling guest requests and communication

Issues/Challenges:

• Needed to listen carefully and respond correctly to guest requests over the phone

Solution:

• Paid full attention while taking calls

• Asked for help from senior staff if unsure

• Made remarks as usual for bookings from travel agents

• Ms. Ain taught how to make remarks for SynXis and SBKT platforms

• Duty Manager Mr. Sharul explained step-by-step how to speak with guests over the phone for check-out

• Answered calls from in-house guests

• Attended staff briefing at 3:00 PM

Equipment Used:

• Computer

• Telephone

• Notebook

• Pen

Related Theory/Subject (UMK):

• Information and Technology in Business – using multiple booking platforms (SynXis, SBKT)

• Customer Service in Hospitality – learning proper phone communication with guests

• Hotel Operations – handling daily guest communication and attending briefing

Issues/Challenges:

• New to SynXis and SBKT platforms

• Needed to build confidence in speaking clearly to guests on the phone

Solution:

• Followed the steps given by Mr. Sharul

• Practiced with guidance from Ms. Ain

• Made remarks in the system

• Called guests to remind them about check-out

• Attended staff briefing at 3:00 PM

Equipment Used:

• Computer

• Telephone

• Notebook

• Pen

Related Theory/Subject (UMK):

• Customer Service in Hospitality – handling guest communication over the phone

• Hotel Operations – daily tasks and briefing routine

Issues/Challenges:

• Still building confidence when calling guests

Solution:

• Referred to the step-by-step phone guide

• Practiced tone and wording before calling

• Made remarks in the system

• Mr. Sharul explained the importance of making remarks (to double-check guest bookings)

• Learned how many OTAs are used by Swiss-Belhotel and the hotel system (E-Soft)

• Mr. Sharul demonstrated how to answer guest calls and supervised me while I tried it

• Made a room reservation for a guest through WhatsApp

• Ms. Ily taught how to create a booking using a corporate rate for a travel agent

• Chatted with the guest, provided room details and pricing

• Attended staff briefing at 3:00 PM

Equipment Used:

• Computer

• Telephone

• WhatsApp

• Notebook

• Pen

Related Theory/Subject (UMK):

• Room Division Management – booking process and call handling

• Information and Technology in Business – using E-Soft and online platforms (OTA, WhatsApp)

• Organizational Behavior – following instructions, working under supervision, and communication with guests

Issues/Challenges:

• Still learning the corporate rate system and OTA details

• Nervous when speaking to guests over the phone

Solution:

• Practiced answering calls under Mr. Sharul’s guidance

• Referred to Ms. Ily’s instructions for corporate bookings

• Used written message templates for WhatsApp communication

• Double-checked guest bookings through OTA platforms and made remarks in the system

• Answered internal and external calls for room bookings or room rate inquiries

• Called guests to remind them about check-out

• Ms. Ily taught how to make bookings for guests using vouchers

• Attended staff briefing at 3:00 PM

Equipment Used:

• Computer

• Telephone

• Notebook

• Pen

Related Theory/Subject (UMK):

• Room Division Management – handling guest check-out, room rates, and bookings

• Information and Technology in Business – managing OTA systems and using E-Soft for updates

• Organizational Behavior – teamwork and communication during calls and staff briefing

Issues/Challenges:

• New to handling voucher bookings

• Needed to respond quickly to guest pricing inquiries

Solution:

• Followed Ms. Ily’s instructions step-by-step

• Took notes for future reference when handling similar calls

• Made remarks in the system

• Called guests to remind them about check-out

• Answered external calls for inquiries and room bookings

• Made room bookings for guests

• Attended staff briefing at 3:00 PM

Equipment Used:

• Computer

• Telephone

• Notebook

• Pen

Related Theory/Subject (UMK):

• Room Division Management – handling guest check-outs and room reservations

• Customer Service in Hospitality – managing guest communication professionally

• Information and Technology in Business – using hotel systems for booking and updates

Issues/Challenges:

• Needed to respond to various types of guest questions quickly and clearly

Solution:

• Stayed calm and followed standard procedures when answering calls

• Used system knowledge and past experience to complete bookings accurately

• Made remarks in the system as usual

• Ms. Ain taught how to make remarks for bookings from Tiket.com and Klook.com

• Called guests to remind them about check-out

• Answered internal and external calls for bookings or general inquiries

• Made room bookings for guest

Equipment Used:

• Computer

• Telephone

• Notebook

• Pen

Related Theory/Subject (UMK):

• Room Division Management – handling various booking sources and guest check-out

• Customer Service in Hospitality – responding to guest inquiries and calls

• Information and Technology in Business – managing online booking platforms and system updates

Issues/Challenges:

• New platforms like Tiket.com and Klook.com required extra attention to detail

Solution:

• Followed Ms. Ain’s guidance

• Referred to past booking examples for accuracy

• 11:00 AM – 4:00 PM: Operations Section

  • Double-checked guest bookings and updated remarks in the system

  • Called guests for check-out and asked if they had made any extension bookings

• 4:00 PM – 7:00 PM: Receptionist Section

  • Paired with Ms. Tasya to observe the check-in process for guest rooms

Equipment Used:

• Computer

• Telephone

• Notebook

• Pen

Related Theory/Subject (UMK):

• Room Division Management – handling bookings, extensions, and check-in process

• Customer Service in Hospitality – guest communication and front desk interaction

• Information and Technology in Business – using hotel system for reservations and updates

Issues/Challenges:

• Needed to observe and understand the full check-in flow at the receptionist counter

Solution:

• Focused on Ms. Tasya’s method step-by-step

• Asked questions for clarification to better understand the procedure

• Made remarks in the system

• Called guests to remind them about check-out

• Answered internal and external calls (for inquiries and bookings)

• Made room bookings for guests

• Attended staff briefing at 3:00 PM

Equipment Used:

• Computer

• Telephone

• Notebook

• Pen

Related Theory/Subject (UMK):

• Room Division Management – managing bookings, check-out calls, and guest inquiries

• Customer Service in Hospitality – communicating with guests by phone and assisting with requests

• Information and Technology in Business – updating and managing data in the hotel system

Issues/Challenges:

• -

Solution:

• -

• 11:00 AM – 1:30 PM: Receptionist Section

  • Mr. Sharul and Mr. Arif taught how to perform guest check-out in the system

  • Practiced checking out a guest in the system under Mr. Arif’s supervision

  • Performed closing procedures and handled cash drop at the end of the shift

• 2:00 PM – 7:00 PM: Operations Section

  • Made remarks in the system as usual

  • Answered incoming calls from guests (internal and external)

Equipment Used:

• Computer

• Telephone

• Key card encoder

• Notebook

• Pen

Related Theory/Subject (UMK):

• Room Division Management – hands-on practice with check-out procedures

• Customer Service in Hospitality – assisting and communicating with guests during check-out and over the phone

• Information and Technology in Business – using E-Soft to update guest status and remarks

Issues/Challenges:

• First time performing a check-out independently in the system

Solution:

• Carefully followed the steps taught by Mr. Arif and asked questions when unsure

• Morning shift started at 7:00 AM

• Assisted with checking out guests at the reception counter

• Observed Ms. Fath entering reservation details using a voucher, under the supervision of Mr. Sharul

• Ms. Fath taught the step-by-step process to check-in guests in the system

• Performed closing procedures and handled cash drop at the end of the shift

• Attended staff briefing at 3:00 PM

Equipment Used:

• Computer

• Telephone

• Key card encoder

• Notebook

• Pen

Related Theory/Subject (UMK):

• Room Division Management – check-in, check-out, and shift closing procedures

• Customer Service in Hospitality – guest handling and front desk interaction

• Information and Technology in Business – updating guest data and managing bookings in the system

Issues/Challenges:

• Needed to understand the correct steps for voucher handling and system check-in

Solution:

• Learned through observation and hands-on guidance from Ms. Fath

• Morning shift started at 7:00 AM

• Assisted with guest check-outs at the reception counter

• Performed shift closing procedures

• Handled and dropped the cash collection

Equipment Used:

• Computer (E-Soft system)

• Telephone

• Key card encoder

• Cash drop box

• Notebook

• Pen

Related Theory/Subject (UMK):

• Room Division Management – check-out and shift closing procedures

• Customer Service in Hospitality – assisting guests at check-out

• Information and Technology in Business – using hotel system for guest updates and transactions

Issues/Challenges:

• -

Solution:

• -

• Morning shift started at 7:00 AM

• Assisted with guest check-outs at the reception counter

• Ms. Ecah demonstrated how to process deposit refunds and payments for add-ons (e.g., extra bed, pillow or towel)

• Attempted to register a guest for check-in under supervision

• Performed shift closing procedures

• Handled and dropped the cash collection

Equipment Used:

• Computer (E-Soft system)

• Telephone

• Key card encoder

• Cash drop box

• Notebook

• Pen

Related Theory/Subject (UMK):

• Room Division Management – guest check-out, handling refunds and extra charges

• Customer Service in Hospitality – providing clear explanations to guests about payments

• Information and Technology in Business – managing financial transactions in the system

Issues/Challenges:

• Learning the correct process for refund and additional payment handling

Solution:

• Observed and followed the steps shown by Ms. Ecah

• Practiced under her supervision for better understanding

• Morning shift started at 7:00 AM

• Assisted with guest check-outs at the reception counter

• Attempted to register guests for check-in

• Made room keys for check-in guests

• Performed shift closing procedures

• Handled and dropped the cash collection

Equipment Used:

• Computer (E-Soft system)

• Telephone

• Key card encoder

• Cash drop box

• Notebook

• Pen

Related Theory/Subject (UMK):

• Room Division Management – guest check-in/check-out process and room key issuance

• Customer Service in Hospitality – front desk interaction during check-in/check-out

• Information and Technology in Business – using the system for registration and key encoding

Issues/Challenges:

• Still learning the registration and key issuance process

Solution:

• Practiced under supervision and followed standard procedures step-by-step

• Morning shift started at 7:00 AM

• Assisted with guest check-outs at the reception counter

• Performed shift closing procedures

• Handled and dropped the cash collection

• Took a break

• After the break, assisted in the operations section

  • Made remarks in the system

  • Answered incoming calls (internal & external)

Equipment Used:

• Computer (E-Soft system)

• Telephone

• Cash drop box

• Notebook

• Pen

Related Theory/Subject (UMK):

• Room Division Management – check-out, remarks, and managing front office operations

• Customer Service in Hospitality – guest communication and call handling

• Information and Technology in Business – using the hotel system for guest transactions and remarks

Issues/Challenges:

• -

Solution:

• -

• Made remarks and double-checked guest bookings in the system

• At 12:00 PM, called guests to ask whether they were checking out or extending their stay

• Made a booking for a guest using a voucher, as previously taught by Mrs. Ily

• Double-confirmed the booking process with Mrs. Ily to ensure it was done correctly

• Answered calls from both internal and external guests

Equipment Used:

• Computer (E-Soft system)

• Telephone

• Notebook

• Pen

Related Theory/Subject (UMK):

• Room Division Management – booking, check-out/extension follow-ups, and voucher handling

• Customer Service in Hospitality – phone communication and service accuracy

• Information and Technology in Business – verifying bookings and using system tools

Issues/Challenges:

• -

Solution:

• -

• Made remarks in the system

• Called guests to remind them about check-out

• Handled guest room bookings received through WhatsApp

• Responded to guest inquiries via WhatsApp and phone calls

• Attended staff briefing at 3:00 PM

Equipment Used:

• Computer (E-Soft system)

• Telephone

• WhatsApp (desktop)

• Notebook

• Pen

Related Theory/Subject (UMK):

• Room Division Management – handling bookings and guest check-out

• Customer Service in Hospitality – answering guest inquiries professionally through WhatsApp and phone

• Information and Technology in Business – using digital platforms for guest communication and booking management

Issues/Challenges:

• Required clear and quick responses to guest messages and calls

Solution:

• Used polite and clear language when replying

• Referred to past booking examples to ensure accurate replies

• Washdown arrival, sent WhatsApp messages to guests for Hotel Collect bookings only, to double-confirm their check-in status for the day

• Updated guest booking information and made remarks in the system

• Contacted in-house guests to remind them about their check-out time

• Processed new room bookings received through WhatsApp messages

• Replied to various guest questions and requests via WhatsApp and phone calls

• Attended staff briefing at 3:00 PM

Equipment Used:

• Computer (E-Soft system)

• Telephone

• WhatsApp application

• Notebook

• Pen

Related Theory/Subject (UMK):

• Room Division Management – guest check-out procedures and handling reservations

• Customer Service in Hospitality – managing guest communication across multiple platforms

• Information and Technology in Business – using WhatsApp and E-Soft to facilitate guest services

Issues/Challenges:

• -

Solution:

• -

• Assigned to the receptionist area in the morning

• Assisted with guest check-outs at the front counter

• Break at 12:30 PM

• After the break, moved to the operations section

• Requested to stay in the operator area (back office) with Mr. Sharul, as I was still not confident to handle guest check-in independently

• Mr. Sharul allowed it, mentioning it was better to avoid errors that could lead to shortages

Equipment Used:

• Computer (E-Soft system)

• Telephone

• Notebook

• Pen

Related Theory/Subject (UMK):

• Room Division Management – observing check-in/check-out process and workflow at both front and back office

• Customer Service in Hospitality – preparing to interact with guests confidently

• Organizational Behavior – recognizing personal limitations and seeking support to improve

Issues/Challenges:

• Still lacking confidence in performing the check-in process accurately

Solution:

• Learned under supervision in a less pressured environment

• Assigned to the receptionist area in the morning

• Waited at the counter to assist guests with check-out and key return

• Took a break at 12:30 PM

• Continued the shift in the operations section after the break

  • Updated guest remarks in the system

  • Answered incoming calls (internal and external)

• Attended staff briefing at 3:00 PM

Equipment Used:

• Computer (E-Soft system)

• Telephone

• Notebook

• Pen

Related Theory/Subject (UMK):

• Room Division Management – handling check-out process, key return, remarks, and calls

• Customer Service in Hospitality – assisting guests and responding to inquiries

• Information and Technology in Business – using systems to update booking and guest records

Issues/Challenges:

• -

Solution:

• -

• Started the shift in the operations section

  • Assisted staff member Azyan with washdown arrival task

  • Sent WhatsApp messages to guests to double-confirm if they would check in today (Hotel Collect only)

• At 10:00 AM, moved to the receptionist counter

• At 1:00 PM, returned to the operations section

  • Updated remarks in the system

  • Answered internal and external calls

Equipment Used:

• Computer (E-Soft system)

• Telephone

• Notebook

• Pen

Related Theory/Subject (UMK):

• Room Division Management – assisting with check-in confirmations and guest communication

• Customer Service in Hospitality – handling guest inquiries and confirmations professionally

• Information and Technology in Business – using WhatsApp and hotel system for booking verification and updates

Issues/Challenges:

• -

Solution:

• -

https://drive.google.com/file/d/16ucDGDkeEFdVsLSWvO_H82npXZH4w6Lx/view?usp=drivesdk