Mrs. Atiqah also asked me to do my next SIEP in this hotel. She said she will teach me more about front desk job. Today, I have handling 4 check in and 5 booking by call. I also has helped in assisting Mrs. Atiqah to check in several international guest. They came from Singapore, China and Australia.

In conclusion for today, I have finally finish my SIEP and I felt like I really enjoyed ding my SIEP. I have learn some important procedure in front desk line and hope I can learn more after this.

            I was a bit scare to handle it alone but somehow I manage to do my job properly. Mrs. Atiqah told me that if there is a guest come to check in, I can only check in them if they want to pay by cash. This is because I have never learn on how to use credit cards. During that hour I have check in one guest and everything went well. 

            In conclusion for today, I have learned that I have to be ready to work on my own and I should not rely to others. I also learn that we should learn rom our mistake. Mistake is a great lesson. 

            Besides that, I also has take a booking for three guest by call. First, I have noted down every details been given. Then, after make a booking, I have call them back to confirm the booking. I have been observe by Mrs. Emily. Then, when I am about to finish my shift, I have make a mistake during checking in a guest. I have forgotten to ask for his car plate number. Mrs. Emily then ask me to call the guest room to ask for his car plate number.

            In conclusion for today, I have learned that we always need to stay alert during working to avoid making any mistake. 

1.      Ask for identity card or passport.

2.      If the guest is a first timer, then register the guest new account. If not, enter their name in the system.

3.      Key in the amount of deposit.

4.      If the guest has a discount, click the amount of discount.

5.      Key in payment, click pay by cash. Print receipt.

6.      Print invoice and ask guest to sign at “guest signature”. Then save the invoice.

7.      Issue key card.

8.      Ask for transport plate number.

9.      Give the guest their key card and receipt. .

10.  Remind guest check out time is at 12 noon.

 Paying by credit card
1.      Ask for identity card or passport.

2.      If the guest is a first timer, then register the guest new account. If not, enter their name in the system.

3.      Verify credit card.

4.      Keep their merchant copy of authorization.

5.      If the guest has a discount, click the amount of discount.toda

6.      Print invoice and stapler customer copy with the invoice.

7.      Issue key card.

8.      Ask for transport plate number.

9.      Give the guest their key card and receipt with customer copy of authorization.

10.  Remind guest check out time is at 12 noon.

For today, I have learn and practice check in procedure. In my opinion, the procedure might seems easy but when I met the real situation, I am trembling and nervous to check in the guest. However, as said by Mrs. Atiqah, this procedure need a lot of practice in order for a receptionist to handle check in procedure in good manner. 

            After taking notes from the receptionist, I finally followed the housekeeper, Jess to check the room. We only check the empty room including floor 2 and 3. I found out that some of the shower head in few rooms has cracked up. Besides that, the window for all room has a dust. The other facilities is still in good condition. So I noted down on my notes for every damages and report it to the receptionist.

            As a conclusion for today, I have helped the housekeeper to check the room and I learned that a housekeeper’s task is not only to clean room but also to take a good care of every room.

Below is the type of room;
TWIN SHARING
Two single bed
Normal rate RM 98

STANDARD QUEEN
One queen bed
Normal rate RM 98

STANDARD TRIPLE
Three single bed
Normal rate RM 128

FAMILY ROOM
1 Queen and 2 single bed or 2 queen bed with sofa set         
Normal rate RM 158

All room is included with
·         Air conditioning

·         Basic toiletries

·         Hot/cold shower

·         Complimentary mineral      water

·         Flat screen HD TV

·         Clothes rack and hanger

·         Writing tables and chair

·         Free WI-FI

·         Keycard access system

          As a conclusion for today, I have observe all the room type in this hotel and I can finally explain to the guest about our room type. Before this, I had a hard time explaining to the guest about what kind of facilities and amenities our room have because I never enter the room myself but now I am confident to explain it.

            Today, one of our guest has request to check in early at 11.30 am but in our procedure the check in time is 2pm. So we have inform them that the earliest check in time is 2pm but the guest insist and force us to let them check in earlier. So the receptionist told them that we cannot let them check in earlier because the room is not available and under cleaning process. The guest finally agree with us.

            From today’s experience, I have learn that we need to be ready to face any kind of situation. Critical thinking is important and we need to remain calm.

1.      Greet

2.      Ask for date, no of pax, room type, smoking or non room.

3.      Check for the availability in the system.

4.      Ask for IC and phone number.

5.      Ask for booking deposit.

6.      Make a booking in the system.

7.      Give the guest their booking invoice.

8.      Inform the guest about check in and check out time.

           In conclusion, I have learn how to make a booking by walk-in. I felt a bit nervous to make a booking but I think I can do this if I am confident enough. 

By call,

1.      Greet

2.      Ask for name, ic and phone number.

3.      Ask for date, no of pax, room type, smoking or non smoking room.

4.      Confirm  every details been taken.

5.      Make a booking and give the booking number to the guest.

6.      Inform the guest about check in time and check out time.

         In conclusion, I have learn how to make a booking by call. Since it was a busy day, I only get to learn one part of booking. I also assisted the receptionist to handle check in procedure 

            So first she teach me how to use the phone including how to make a call and how to call room in the hotel.  To make a call, I should press the Line 1 and then dial the number. To answer a call, I just have to pick up the phone and greet the person who calling. To call room, I need to press the room number.

In conclusion, I have learn how to use the telephone and I also have observing check in procedure in this hotel.

            One of the receptionist, Mrs Atiqah then give me a briefing about my duty. My duty is including managing check-in, check out, and booking routine. Other than that, I also have to face and deal with guest complain as I have working in front office department.

            Then, Atiqah teach me a basic routine needed which is how to greet customer. She also told me that I have to keep smiling and looked tidy in dressing. 

            In conclusion, I have meet the staff member and learn about basic routine for my first day by observing what the staff member did and I think I can do it too by practicing them day by day.

2.      Use walkie taslkie to ask housekeeper to check room condition.

3.      Ask customer to wait while we check the room.

If the housekeeper said the room is okay, then return the receipt and deposit to the customer.

Paying by credit card
1.      Ask for receipt and key card.

2.      Use walkie taslkie to ask housekeeper to check room condition.

3.      Ask for guest’s credit card and make a payment/offline.

If the housekeeper said the room is okay, then return the receipt and deposit to the customer. 

In conclusion, today I have learned and assist checking out procedure. In my opinion, the procedure is more easy than check in procedure. It is very important in this hotel to check the room condition before check out the guest. This is to make sure that no damage has been made to the room. 

            At 11 am, there was a guest who want to check out and I have handle his check out. However, our housekeeper has informed us that the guest has left bloodstain to the bed sheet. I was nervous and I don’t know what to do on that time. Luckily, Mrs. Emily has helped me. She gave the guest penalty of RM 20 for cleaning process of the bed sheet. The guest looked angry but obey to pay the penalty. After settling everything, I have handling two check in start at 2 pm to 4 pm.

            As for today experience, I have acknowledge that I need to be calm and have a good critical thinking in order to face critical situation.

            Before their arrival, I have prepare their key card with each name from the rooming list. We have expected 21 pax of guest to arrive. At 5 pm, all the guest has arrived and we have check in them smoothly. Then I also have check in 2 walk in guest.

            In conclusion for my SIEP today, I have finally facing with group check in guest. In my opinion, as a trainee I still need a senior to assist me. It is quite busy and loud since there is a lot people were there. So, a receptionist should always be ready to face any situation.