Equipment Used:
No physical tools or equipment were used on this day, as the focus was more on briefing and induction. However, I used writing materials (notebook and pen) to take down important notes, and presentation tools (slides) were used by HR during the briefing.

Relevance to Theories and Practices Learned at University (UMK - Hospitality):
This session directly relates to what I’ve learned in subjects such as Introduction to Hospitality Industry. Concepts like grooming, professionalism, and workplace ethics were put into practice. It was also an excellent example of how theories about organizational structure and service standards are implemented in a real-world, high-end hospitality environment.

Issues and Challenges Faced:
As it was the first day, my main challenge was managing my nervousness and adapting quickly to the formal and luxurious atmosphere of the club. Being in such a prestigious venue was overwhelming at first, and I was concerned about meeting their high standards.

Solutions and Actions Taken:
To overcome my nervousness, I reminded myself to stay calm and focused. I paid full attention during the briefing and took notes to ensure I didn’t miss any important information. I also made an effort to maintain a confident posture and practiced professional greetings, as taught in university.

Unexpected Break on Day 2

• Due to Nuzul Al-Quran, Selangor declared a public holiday.

• Although it was only my second day, of course I did not want the day to pass by without any plan or purpose.

Iftar @ Masjid Damansara Perdana near to Flora Damansara apartment where I stay for internship.

• I took the opportunity to explore a new area in the city of Damansara.

• Joined my university internship housemates for iftar at Masjid Damansara Perdana.

• It was really a peaceful and heart-warming experience, surrounded by new people and a new environment.

New Experiences in a New City

• I felt like a new fresh start because of blending spiritual growth with personal preparation.

• Observed the calmness of the mosque, the kindness of people, and the sense of community during iftar.

• I gained a sense of peace and positivity before continuing the internship journey.

Preparing Myself Mentally & Physically

• Used the day to recharge, reflect, and prepare for the real internship days ahead.

• Mentally set my goals for the upcoming weeks.

• Physically rested, chose my nice, comfort outfits, and organized my schedule for smoother day.

Reflection of the Day

• Though it was an off day, it became a meaningful pause in the journey.

• Reminded myself of the importance of balance which between career, self-care, and spirituality.

• Grateful to start this internship journey with a clear heart and mind.

• Today, I reported for duty at 1:00 PM despite feeling unwell with a slight fever, determined to perform my responsibilities with focus and professionalism.

• I was assigned to assist with both Halia restaurant setup and VIP service at Ballroom, Level 1.

  
  

Tasks included:

• Setting up tables with complete dining essentials (fork, spoon, knife, tissue, and plates)

• Replacing and aligning overlay covers neatly to ensure uniformity and elegance

• Wiping and sanitizing approximately 2 full racks of goblet glasses, ensuring hygiene and shine

• Performing detailed alignment of all glassware and cutlery for a polished fine-dining presentation

• Serving VIP guests with attentiveness, including food coordination with the kitchen and stalls

• Providing personalised service, managing guest inquiries, and maintaining a pleasant dining atmosphere

  
  

Equipment Used:

• Tableware: fork, spoon, knife, goblet glasses, plates, tissues

• Sanitizing cloths and racks

• Food trays

• Overlays and table linens

• VIP service trolleys

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):
This experience directly relates to what I’ve learned in modules such as:

• Food & Beverage Service Management – applying proper fine dining table setting techniques

• Hygiene and Sanitation – ensuring cleanliness of all dining equipment

• Customer Service and Guest Relations – maintaining positive guest interactions and service etiquette

• Hospitality Operations under Pressure – managing duties despite physical discomfort in a VIP setting

  
  

Issues and Challenges Faced:

• The primary challenge was carrying out physically demanding service duties while feeling unwell.

• Additionally, maintaining composure and precision when serving VIP guests placed extra pressure on performance and appearance.

• Balancing professionalism with physical discomfort was mentally and physically taxing.

  
  

  Solutions and Actions Taken:

  • To manage these challenges, I paced myself steadily throughout the shift, communicated with teammates for support, and stayed hydrated.

  • I focused on prioritizing tasks, ensuring that high-contact areas like goblet glasses and table setups were done first.

  • Despite the discomfort, I upheld decorum and completed my tasks attentively.

• Set up racks of coffee cups to ensure readiness for guest use at buffet or service stations.

• Wiped and sanitized Goblet glasses to meet hygiene and visual presentation standards.

• Laid 9 white tablecloths and carefully placed 9 ivory overlays on top, ensuring neatness and symmetry.

• Arranged 35 dessert plates and more at the designated station in a clean and orderly manner.

• Wiped and organized 1 rack of highball glasses.

• Prepared 3 food tongs and placed them at the buffet area for guest convenience.

  
  

Equipment Used:

• Coffee cups

• Goblet glasses

• Highball glasses

• White tablecloths and ivory overlays

• Dessert plates

• Food tongs

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• Practiced real-world implementation of table setting principles.

• Sanitation and Hygiene – applied proper food & beverage safety procedures.

• Service Readiness – understood the importance of being detail-oriented in preparing items for service.

• Responsibility & Professionalism – practiced commitment to duties despite health challenges.

  
  

Issues and Challenges Faced:

• Felt unwell throughout the day, which made it physically tiring to complete tasks.

  
  

Solutions and Actions Taken:

• Focused on completing setup tasks efficiently with minimal physical strain.

• Took short breaks when necessary to manage energy levels.

• Communicated my condition but remained committed to performing duties responsibly.

• Today, I was assigned to assist in the Zurich HROH event, which was the largest HROH event held at SDCC, catering to 2,100 guests from 1:00 PM to 8:00 PM.

• My specific responsibility was to serve VIP tables, which required both dome service and stall food delivery directly to VIP guests.

My duties included:

• Setting up dome service presentation on VIP tables

• Collecting food from designated stalls located a distance away from the dining area

• Serving the food in proper sequence and with politeness

• Monitoring guest needs and ensuring a smooth, personalized dining experience for VIPs

• Clearing used items from VIP tables between courses and ensuring overall table cleanliness throughout the event

  
  

Equipment Used:

• Serving trays

• Stainless steel dome sets

• Trolleys for food transportation from stalls to dining area

• Cutlery and tableware for VIP service

• Cloths, and sanitation tools for hygienic handling

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• This task reflected key components of Fine Dining Service, VIP Table Etiquette, and Large-Scale Event Coordination covered in the Hospitality Programme at UMK.

• The dome service and personalized food delivery required application of techniques learned in Food & Beverage Management.

• Additionally, interpersonal skills and time sensitivity learned in Service Communication were critical during guest interactions.

Issues and Challenges Faced:

• One of the main challenges was the distance between the stall buffet area and the VIP dining section, which made the food delivery process more physically demanding and time-sensitive.

• Maintaining dish presentation and temperature during this transfer was also a concern.

• Serving high-profile VIP guests added pressure to execute everything perfectly.

Solutions and Actions Taken:

• To overcome the challenge, I planned my movements efficiently, grouping stall items and using trolleys when possible to reduce multiple trips.

• I worked closely with teammates to coordinate service flow, ensuring VIPs received their meals promptly and without disruption. I stayed attentive and calm throughout, focusing on professional service delivery with a smile.

• Despite the physical demands and high pressure, I am proud to say I handled the task effectively and maintained service standards.

• Today, I was assigned to serve VIP guests, focusing on delivering attentive, personalized service. My responsibilities included participating in the setup of the VIP table with precise arrangement of tableware and décor. I also learned and practiced a new napkin folding technique, the “candle fold”, to enhance the overall table presentation.

• During service, I engaged with guests using polite and professional language to offer food and beverages. After the event concluded, I assisted with post-event clearing from 3:30 PM to 7:00 PM.

• This included transporting used items on buzzing trays to the back-of-house, returning cutlery, and wiping/polishing various dining items such as BB plates, dessert plates, highball glasses, and Chinese spoons.

Equipment Used:

• Napkins (for candle folding technique)

• Buzzing trays and trolleys

• Polishing cloths for glassware and utensils

• Food service tools (e.g., tongs, jugs)

• Standard dining items: BB plates, dessert plates, highball glasses, Chinese spoons

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• This day’s tasks closely reflect lessons from Fine Dining Service, Food and Beverage Operations, and Professional Service Etiquette. Practicing napkin folding ties into visual presentation skills taught in UMK.

• The use of courteous language and interactive service techniques aligns with Hospitality Communication and Customer Relationship Management lessons.

• The cleaning and resetting process reinforces hygiene and Back-of-House Operations concepts covered in coursework.

Issues and Challenges Faced:

• One of the main challenges was maintaining confidence and poise while serving VIP guests, especially when offering food or refilling drinks.

• Additionally, mastering the candle napkin fold required patience and precision, as neatness and uniformity were crucial for presentation.

• The post-event workload was physically demanding, especially with multiple items needing to be cleaned and organized within a tight timeframe.

Solutions and Actions Taken:

• To manage interactions with VIP guests, I focused on clear, polite language and maintained a friendly, professional demeanour.

• I practiced the candle fold multiple times before final setup to ensure consistency.

• For post-event tasks, I stayed organized by grouping similar items and using systematic clearing methods with my team. This helped improve speed and reduced physical strain.

• Today's responsibilities covered a wide range of service and setup tasks across two event venues: Halia Restaurant (1st Floor) and Banyan Hall (G Floor).

• I started by wiping and sanitizing various dining items, including around 2 racks of coffee cups, highball glasses, a kettle, dessert plates, bowls, and 10 plain water bottles.

• I was assigned to assist a lunch meeting for 30 pax at Halia Restaurant, where I coordinated guest seating, managed food service, and ensured a smooth, professional experience.

• After the event, I cleared the tables and returned used items to the washing area.

• Later in the day, I supported a meeting and high-tea session at Banyan Hall. I helped serve food and beverages and ensured guest satisfaction.

• I also took initiative to restock essential items including plates, tongs, glasses, and tissue to maintain a seamless operation. Buzzing and clearing trays post-event was also part of my closing responsibilities.

Equipment Used:

• Trays and trolleys for transporting dining items

• Cleaning cloths and sanitizing spray for wiping F&B items

• Storage racks for cups and glassware

• Inventory items: BB plates, tissue, food tongs, dessert plates, highball glasses, teaspoons, and water bottles

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• The activities today relate closely to coursework in Food & Beverage Operations, Banquet & Catering Management, and Hospitality Service Management.

• Sanitation tasks and guest service reflect UMK teachings on hygiene standards and service quality. The ability to handle multiple events mirrors the planning and execution models studied in Hospitality.

• Proactive restocking and attention to operational flow demonstrate real-world applications of service readiness and mise-en-place.

Issues and Challenges Faced:

• A major challenge today was managing time and energy while handling back-to-back events at different locations. Physical fatigue and the need to stay organized under pressure were also significant.

• Ensuring everything was sanitized, restocked, and executed on time required focus and endurance.

Solutions and Actions Taken:

• To stay efficient, I organized tasks in order of priority and worked closely with team members to divide responsibilities.

• I remained calm, communicated clearly, and monitored inventory levels throughout the day to avoid last-minute shortages. Short water breaks and pacing myself helped manage fatigue while maintaining service standards.

• Today focused primarily on venue preparation and cleanliness for an upcoming event. I began with cleaning and brushing syrup bottles to ensure they met hygiene standards for food and beverage service.

• I then carried out carpet cleaning tasks to maintain the tidiness and visual presentation of the event space.

• Later, I assisted in covering banquet chairs. This included retrieving clean chair covers from the Cinnamon Room, dressing each chair carefully, and ensuring a neat, uniform appearance to match the event’s standards and aesthetics.

Equipment Used:

• Cleaning brushes and cloths for syrup bottles

• Carpet brush or vacuum cleaner

• Chair covers and storage bins (from the Cinnamon Room)

  
  

Relevance to Theories and Practices Learned at University (Universiti Malaysia Kelantan - Hospitality):

• Today’s duties reflect practical aspects of Event Setup and Decoration, Housekeeping, and F&B Hygiene Practices. The attention to cleanliness and uniformity aligns with the standards taught in Sanitation and Safety in Hospitality.

• Retrieving and dressing chairs connects directly to event preparation during F&B classes where visual appeal, detail, and coordination are emphasized. These tasks reinforced the importance of back-of-house operations and their impact on overall guest satisfaction.

Issues and Challenges Faced:
One challenge was ensuring each chair was dressed neatly and consistently, especially when working under time pressure. Cleaning syrup bottles required careful attention to remove sticky residue without damaging labels. Carpet cleaning, while simple, was physically demanding and time-consuming.

Solutions and Actions Taken:

• To maintain chair dressing standards, I double-checked each setup and adjusted the covers when necessary. I worked closely with my teammates to divide tasks and maintain a steady pace.

• For cleaning syrup bottles, I used gentle techniques and appropriate tools to avoid any damage.

• Staying focused and organized helped me complete each task efficiently and maintain high presentation standards.

• Today’s tasks revolved around the final setup and service execution for the SDCC Buffet Ramadhan event. I began by dressing chairs with covers and arranging tables and chairs to create an organized, guest-friendly layout.

• I then focused on glassware preparation by wiping and sanitizing over 9 trays of highball glasses to ensure they were spotless and service-ready.

• As guests began to arrive, I was stationed at the entrance to warmly welcome them and guide them to their assigned tables.

• During and after iftar, I participated in buzzing activities, clearing dishes and trays efficiently to maintain cleanliness and flow.

• Later, I assisted in unstacking and organizing chairs and flipping trays to prepare the venue layout for the upcoming event on 9th April.

  
  

Equipment Used:

• Chair covers and event layout floor plan

• Highball glass trays and sanitizing cloths

• Buzzing trays and trolleys for clearing

• Guest seating chart for guiding arrivals

• Sanitizer for hygiene and food safety

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• Today’s work closely reflected key components from Event Management, Food and Beverage Service, Hospitality Customer Service, and Workplace Professionalism.

• Setting up event space, handling glassware hygiene, and managing guest flow all mirrored the practical training taught at UMK.

• Welcoming and escorting guests highlighted the importance of guest engagement and first impressions, aligning with service etiquette modules, class sessions.

• Buzzing techniques were consistent with operational efficiency and teamwork practices emphasized in our coursework.

  
  

Issues and Challenges Faced:

• The final buffet day came with high guest volume, which meant managing pressure, time constraints, and fatigue. Balancing physical tasks like moving furniture with guest-facing duties was a key challenge.

• Additionally, ensuring consistent quality in glassware sanitation under a tight timeline tested my focus and endurance.

  
  

Solutions and Actions Taken:

• I maintained focus by pacing my workflow and staying hydrated throughout the shift. To manage multiple responsibilities effectively, I worked closely with team members and communicated regularly to divide tasks.

• For glassware and buzzing, I followed the systematic methods practiced in training to ensure both speed and hygiene.

• I also reminded myself to maintain a positive and composed demeanour when greeting guests, reinforcing my customer service mindset.

• Today’s responsibilities focused on both back-of-house preparation and guest service. I began with glassware handling, where I wiped and sanitized 9 trays of highball glasses, ensuring they were clean and crystal-clear. I then restocked the glasses back to their designated storage area.

• For cutlery and dishware, I cleaned and arranged bowls and Chinese spoons, making sure they were spotless and neatly aligned. I also wiped and stacked a large batch of coffee cups, preparing them for the next service.

• In the front-of-house, I welcomed arriving guests and guided them to their assigned tables, creating a smooth and pleasant arrival experience.

  
  

Equipment Used:

• Trays for glassware and dishware

• Sanitizing cloths and cleaning solution

• Storage racks or shelves for glassware and utensils

• Guest seating list or floor plan for guest guidance

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• Today’s work is directly linked to Sanitation and Hygiene, Food and Beverage Service, and Hospitality Customer Service modules. The proper cleaning, handling, and arrangement of glassware and cutlery reflect practical skills taught during our university class sessions.

• Guest welcoming and guidance are key components of front-of-house service, aligning with what was covered in our service etiquette and professional development subjects.

  
  

Issues and Challenges Faced:

• The challenge today was managing a large volume of repetitive tasks while maintaining consistent quality and focus.

• Lifting and organizing multiple trays required physical effort and coordination.

• Additionally, transitioning from back-of-house duties to front-of-house guest service demanded quick mental adjustment and energy.

  
  

Solutions and Actions Taken:

• To manage the workload efficiently, I created a task flow and stayed organized throughout the day. I paced myself physically to avoid fatigue and ensured I remained attentive to detail despite the repetition.

• Staying positive and professional helped me switch smoothly between roles and interact confidently with guests.

• Today’s duties focused heavily on glassware and utensil handling as well as guest service support. I began the day by thoroughly cleaning and sanitizing 9 trays of highball glasses to ensure clarity and hygiene.

• After cleaning, I organized and returned them to their designated storage areas. I also cleaned and sorted serving bowls and Chinese spoons, ensuring they were spotless and properly aligned.

• A large batch of coffee cups was also sanitized and stacked, ready for upcoming service.

• In the front-of-house, I welcomed guests with a cheerful and professional attitude and guided them to their respective tables, ensuring they were seated comfortably.

Equipment Used:

• Trays for glassware and utensils

• Cleaning cloths and sanitizing solution

• Cup racks and designated storage containers

• Guest seating charts or table numbers

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• Today’s tasks closely relate to Food and Beverage Service Operations, Sanitation and Safety in Hospitality, and Customer Service in Hospitality. Handling glassware and cutlery highlighted the importance of hygiene, mise-en-place, and presentation, which are covered extensively in practical sessions.

• Guest interaction and guidance mirror front office and service etiquette theories taught in UMK, reinforcing the role of first impressions and hospitality behaviour in guest satisfaction.

  
  

Issues and Challenges Faced:
The repetitive nature of cleaning large volumes of glassware and utensils presented both a physical and mental challenge, especially when maintaining attention to detail over long periods. Time pressure was also a factor, as everything had to be completed before service began.

Solutions and Actions Taken:

• To maintain quality and efficiency, I developed a rhythm for cleaning and arranging items. I stayed hydrated and took short pauses between tasks to avoid fatigue and maintain focus.

• For guest interaction, I reminded myself of the service etiquette learned during university and mirrored the positive, polite behaviour of my senior colleagues.

• Coordination with the team helped split responsibilities and keep the workflow smooth.

• Today was focused on back-of-house preparation duties, primarily involving the cleaning, sanitizing, and organizing of glassware and utensils to support upcoming dining services. These tasks are essential to ensure a smooth and hygienic guest experience during any event.

• Wiped and sanitized 6 and above racks of coffee cups, making sure each was clean and ready for service.

• Cleaned and arranged 4 racks of highball glasses with care, aligning them neatly in storage.

• Prepared and sanitized sauce containers for buffet or service usage.

• Polished and sorted teaspoons into their respective trays, maintaining uniformity.

• Sorted plate teaspoons and aligned them in a polished, professional layout.

• Filled and prepared water pitchers with hot water for sanitizing cloths, which were used during beverage or buffet service setups.

  
  

Equipment Used:

• Coffee cups

• Highball glasses

• Sauce containers

• Teaspoons and plate teaspoons

• Hot water pitchers

• Cleaning cloths and sanitizing tools

• Service trays

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• Food & Beverage Operations – applied proper cleaning techniques and understood the importance of hygiene in guest satisfaction.

• Event Setup – reinforced skills in organizing and preparing serviceware for large-scale usage.

• Housekeeping & Sanitation Practices – maintained high cleanliness standards as taught in practical coursework.

• Time Management – balanced multiple responsibilities efficiently while adhering to service timelines.

  
  

Issues and Challenges Faced:

• The volume of items to be cleaned and arranged was high, requiring stamina and sustained concentration.

• Some sauce containers were stained and required extra scrubbing to ensure they met presentation standards.

  
  

Solutions and Actions Taken:

• Prioritized tasks based on urgency and item importance for service.

• Used effective cleaning techniques and took short pauses between racks to manage physical strain.

• Double-checked each item before storing to avoid rework or guest complaints later

• Today's duties were divided into two main parts: set-up and hall preparation, followed by front-of-house responsibilities. Upon arrival, I started by wiping and arranging dessert plates and sanitizing 9 trays of highball glasses to ensure they were spotless and ready for the upcoming event.

• I assisted in post-event clearing, including removing used chair covers and replacing them with new ones according to the event’s color scheme. I also arranged chairs into specific groupings (2s and 3s) based on the floor plan setup.

• In the front-of-house, I welcomed guests and escorted them to their assigned tables. I was also introduced to the "buzzing" technique where clearing used dishes and efficiently transporting them to the back-of-house or steward area for washing. I supported overall table clearing to ensure a clean and tidy dining space.

Equipment Used:

• Microfiber cloths and sanitizing spray for wiping plates and glasses.

• Highball glasses trays for organized storage and transport.

• Chair covers and setup diagrams/floor plans.

• Food trays and trolleys during the buzzing process.

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• This day’s activities aligned with what I learned in modules like Food & Beverage Service, Banquet and Event Operations, and Customer Service in Hospitality. Greeting and guiding guests reflected front-of-house customer service theory, while the setup and sanitation work reflected operational standards and hygiene protocols taught during practical sessions at UMK.

• The “buzzing” process showed how back-of-house operations are managed to maintain service flow during events.

Issues and Challenges Faced:

• A key challenge today was managing time efficiently while juggling both preparation and guest service responsibilities.

• Another difficulty was ensuring that all setup details matched the floor plan exactly, especially under time pressure.

• Additionally, it was physically tiring to stand for long hours while maintaining attentiveness and professionalism.

Solutions and Actions Taken:

• I prioritized tasks by referring to the event timeline and coordinated with teammates to divide duties. I double-checked the floor plan and asked for clarification when unsure to avoid errors.

• To manage fatigue, I took short moments to rest when possible and stayed hydrated throughout the shift.

• Keeping a positive attitude and focusing on guest satisfaction helped me stay motivated despite the physical demands.

We were then assigned hands-on tasks, including:

• Clearing the event hall by removing used tablecloths.

• Folding and separating dirty linens to be sent to the loading bay for laundry.

• Learning to stack and transport banquet chairs using a chair trolley.

• Assisting with turnover setup on the Rooftop (R) Floor.

• Using trolleys to transport used items.

• Bringing chair covers to the Cinnamon Room on LG1 for proper storage.

  
  

Equipment Used:

• Chair trolley for stacking and transporting banquet chairs efficiently.

• Linen trolleys for transporting dirty tablecloths and chair covers.

• Hand gloves (provided for hygiene during handling of used linens).

• Storage racks (for organizing covers in the Cinnamon Room).

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• The tasks today closely relate to modules such as Housekeeping Operations or Hospitality Operations. I applied principles of hygiene, handling procedures, and event space turnover which were taught in theory at UMK.

• Furthermore, the importance of efficiency, teamwork, and proper storage techniques emphasized in class was observed and practiced directly in a real-world setting.

Issues and Challenges Faced:

• As it was the first day, the main challenge was adapting to the physical demands of the tasks, such as lifting chairs and moving heavy trolleys.

• Additionally, understanding the layout of such a large venue and remembering the different room locations required extra attention.

Solutions and Actions Taken:

• To overcome the physical strain, I maintained proper body posture while lifting and sought guidance from the team on the correct way to use the chair trolley.

• I also made mental notes and referred to signage around the building to familiarize myself with the floor plan.

• I stayed observant, asked questions when unsure, and followed instructions carefully to complete tasks efficiently.

• Today involved both back-of-house and front-of-house operations in a high-paced banquet setting. I started the day with buzzing duties, collecting and transporting used plates, cutlery, cups, and glasses to the washing area. This task continued throughout the meal service.

• I also arranged syrup bottles on each guest table with consistency and precision. Another major responsibility included sanitizing and polishing glassware to ensure hygiene and presentation standards were met before placing them on tables.

• After meal service, I cleared the tables, sorted used items for washing, and helped reset the dining space.

• Additionally, I assisted in welcoming and guiding guests to their seats, ensuring a positive guest experience from the moment they arrived. The shift extended until midnight due to the scale of the event.

  
  

Equipment Used:

• Food trays and trolleys for buzzing and clearing operations

• Microfiber cloths and sanitizers for glass polishing

• Setup checklist or visual guide for syrup and table arrangement

• Name tags and formal uniform for guest interaction

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• Today’s tasks reinforced practical applications from subjects such as Food and Beverage Service, Banquet Operations, and Customer Service in Hospitality.

• Buzzing technique and hygiene protocols align with the service standards emphasized in class.

• Guest welcoming and guiding reflected lessons from Front Office Operations and Professional Grooming. The importance of time management, multitasking, and physical endurance are real-life applications of topics discussed in Hospitality course.

  
  

Issues and Challenges Faced:

• The biggest challenges were physical fatigue and time pressure, especially with the continuous buzzing duties and long working hours. Maintaining focus and speed while ensuring precision in tasks like glass polishing and syrup arrangement was also mentally demanding. Balancing front-of-house and back-of-house roles added to the workload.

  
  

Solutions and Actions Taken:

• To manage physical exhaustion, I paced myself by taking short water breaks when appropriate and practiced proper body mechanics when lifting trays. I maintained mental focus by setting small task goals and staying organized.

• For guest interaction, I reminded myself to smile, maintain eye contact, and use polite, professional language. Team coordination and mutual support helped us stay on track throughout the long shift.

• Today’s responsibilities included a combination of pre-event setup and live service during the Ramadan buffet event. In the early part of the shift, I removed used chair covers from the dining hall and attached new ribbons to match the event’s theme. I also ensured that all baby chairs were cleaned, arranged safely, and ready for families. Used covers were collected and transported to the loading bay for laundry.

• Additionally, I stacked buzzing trays in preparation for the clearing phase during the buffet.

• During service, I welcomed guests upon arrival, escorted them to their assigned tables, and maintained professionalism in my greetings.

• Throughout the event, I was actively involved in buzzing clearing plates, cups, and cutlery and keeping the dining area clean and orderly with the rest of the banquet team.

Equipment Used:

• Chair covers and decorative ribbons

• Buzzing trays and trolleys for table clearing

• Baby chairs (cleaned and arranged)

• Gloves and sanitizers for hygiene during setup and clearing

• Guest seating chart or table list for guiding arrivals

  
  

  Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• This day’s experience is connected to theories from courses like Event Management, Food and Beverage Operations, and Hospitality Service and Etiquette. Tasks such as guest welcoming, table setup, and aesthetic presentation are rooted in service quality and customer experience management.

• The repetition of buzzing tasks emphasizes the importance of operational flow and coordination discussed in classroom and lab-based sessions at UMK.

• Furthermore, proper handling and presentation align with hygiene standards learned in Sanitation and Safety in Hospitality.

Issues and Challenges Faced:

• One of the challenges faced today was managing time effectively between setup and live service, especially when certain elements, like matching ribbon colours or preparing baby chairs which required extra attention to detail.

• Additionally, welcoming guests while simultaneously coordinating clearing duties created a need for mental alertness and multitasking under time pressure.

Solutions and Actions Taken:

• To handle the overlapping responsibilities, I stayed focused on task prioritization and relied on teamwork to divide duties evenly. I communicated actively with team members, especially when transitioning between front-of-house and back-of-house roles.

• By observing experienced staff, I learned efficient techniques for buzzing and quick table resetting. I also reminded myself to stay calm and consistent, especially when interacting with guests during peak service.

• On April 10th, I was involved in a full cycle of banquet operations, from pre-event setup to live service and post-event clearing. I began the day by changing approximately 11 tablecloths, which included both ivory-coloured cloths and overlays.

• This process involved removing used cloths, folding and sorting them for laundry, and neatly placing fresh ones to match the event’s visual standard.

• During the event, I was responsible for beverage service, monitoring and refilling lychee and cordial water at guest tables. I ensured pitchers were always full, responded to guest cues, and interacted politely.

• After the event, I assisted in clearing used glassware, cutlery, and tablecloths, preparing the items for cleaning and resetting the space.

Equipment Used:

• Tablecloths (ivory & overlay), folded and sorted post-use

• Water jugs and beverage pitchers

• Service trays and trolleys for transporting items

• Cleaning cloths for hygienic handling

• Floor plan or event setup guide (for table alignment and aesthetics)

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• The tasks performed today reflect teachings from modules and classes such as Banquet and Event Operations, Food & Beverage Service, and Professional Etiquette in Hospitality. Proper table setup and aesthetic arrangement aligned with practical training on visual presentation and mise-en-place.

• The beverage refilling process illustrated front-of-house guest service and attentiveness, skills emphasized in Hospitality Customer Service. The ability to shift between roles during different stages of an event is a real-life application of multitasking and service flow covered in our coursework.

Issues and Challenges Faced:

• The primary challenge today was ensuring that tablecloths were replaced evenly and neatly within a limited time frame before guest arrival.

• During live service, I needed to manage multiple tables and refill drinks promptly without interrupting the guest dining experience. Balancing speed and politeness under pressure was essential.

Solutions and Actions Taken:

• To overcome setup challenges, I followed a systematic approach for folding and replacing each tablecloth with precision. I used alignment points on the table for consistent placement.

• During service, I stayed alert to visual cues (empty or half-used pitchers) and approached guests with polite, professional language.

• I paced my workflow and communicated with my team to cover all guest areas efficiently.

• Today, I was tasked with setting up banquet tables using various overlays and tablecloths to enhance the visual appeal and atmosphere of the event space. I worked with 4 black shiny overlays and 4 silver overlays, placing them carefully on top of the base tablecloths to create a luxurious, coordinated look.

• I also prepared and laid 2 black tablecloths as the foundation layer for two tables.

• Throughout the setup, I ensured that all linens were clean, wrinkle-free, and evenly aligned.

• The task required precision, symmetry, and a good eye for design to maintain a high standard of banquet presentation.

Equipment Used:

• Black shiny overlays (x4)

• Silver overlays (x4)

• Black tablecloths (x2)

• Linen trolley for transporting materials

• Gloves (to handle fabric hygienically and avoid fingerprints)

• Iron for removing creases

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• Today’s activities relate directly to practical knowledge from classes like Event Setup and Decoration, Visual Presentation in Hospitality, and Operations.

• The importance of color coordination, symmetry, fabric care, and linen presentation are all concepts covered during hands-on coursework.

• This experience also reinforced the role of ambiance in guest satisfaction, aligning with lessons in Hospitality.

Issues and Challenges Faced:

• The main challenge was ensuring overlays and tablecloths were perfectly centred and smooth without any wrinkles. Misaligned overlays can affect the overall visual balance of the table and give a messy impression.

• Additionally, working with fabrics that had shimmer or reflective textures required careful handling to avoid smudges or awkward folds under lighting.

Solutions and Actions Taken:

• To solve this, I took extra time to adjust each overlay carefully, checking the draping from all sides before finalizing the placement.

• I used reference points like table legs and corners to align fabrics evenly. Where creases were visible, I smoothed them out manually or sought assistance if steaming was needed.

• Regularly stepping back to assess the table from a guest’s perspective helped ensure a neat, professional result.

• Today, I was entrusted with serving VIP guests, which included Malaysia’s legendary singer Dato' Siti Nurhaliza and her husband. This required a high level of attentiveness, professionalism, and courtesy throughout the service.

• I supported the beverage preparation by filling water pitchers with syrup water, ensuring they were ready before guests arrived.

• During the event, I assisted in the service of Dato’ Siti and other VIPs with polite communication, calm demeanour, and respectful body language.

• After the meal, I was involved in clearing used tableware and removing soiled napkins, which were then sent to the loading bay for cleaning.

• Following the first seating, I helped manage a quick and efficient table turnover for the next round. This included changing tablecloths and overlays, replacing napkins, and resetting each table with a full dining set, fork, spoon, knife, goblet glasses, and neatly folded napkins.

• Every detail had to be precise to maintain the venue’s high standard of presentation, especially for high-profile guests.

Equipment Used:

• Water pitchers (syrup water)

• Buzzing trays and trolleys

• Tablecloths, overlays, and napkins

• Full cutlery set (fork, spoon, knife)

• Goblet glasses

• Polishing cloths for utensils and glassware

  
  

Relevance to Theories and Practices Learned at University (Universiti Malaysia Kelantan - Hospitality):

• This day directly reflected principles from Food & Beverage Service, Fine Dining Etiquette, and Hospitality Guest Relations.

• Serving VIP guests required applying proper communication protocols, guest observation, and presentation skills, all of which are emphasized in classroom simulations and practicum sessions.

• The efficient turnover process reinforced theories of mise-en-place, sanitation, and time-sensitive service flow from banquet management lessons.

Issues and Challenges Faced:

• The biggest challenge was managing time pressure during the transition between guest seatings while maintaining impeccable presentation.

• Additionally, serving high-profile individuals like Dato’ Siti Nurhaliza added emotional pressure to stay composed and perform at my best without mistakes.

Solutions and Actions Taken:

• To address this, I worked closely with my team to split responsibilities and follow a systematic table-resetting flow. I maintained focus, stayed calm, and reminded myself of the training I received at UMK regarding VIP service protocol during F&B classes.

• Advance napkin folding and pre-polishing tableware also helped speed up the turnover while preserving presentation quality.

• Today, I was assigned to handle the MAICSA Graduation Day event, held in Ballroom 1 at SDCC. The event began with an early breakfast session for the graduates and guests, followed by a formal graduation ceremony, and continued into a lunch service for approximately 500 pax, all within the same venue.

• My responsibility covered the entire flow, from breakfast setup and service, venue turnover, to lunch service preparation.

• During breakfast, I ensured food stations were well-maintained, monitored guest needs, and cleared used items promptly.

• Once breakfast ended around 9:00 AM, I immediately assisted with the turnover process, which involved:

  
  

• Clearing all breakfast-related items and disposables

• Replacing soiled tablecloths and overlays

• Resetting tables with full cutlery sets, napkins, and water goblets

• Rearranging the ballroom layout as per lunch seating plan

• During the lunch service, I supported guest seating, table monitoring, and buzzing duties, ensuring continuous clearing and resetting throughout.

Equipment Used:

• Buzzing trays and trolleys

• Linen materials (tablecloths, overlays, napkins)

• Cutlery: fork, spoon, knife

• Goblet glasses and water pitchers

• Disposable items (from breakfast setup)

• Floor plan/banquet layout for turnover reference

  
  

Relevance to Theories and Practices Learned at University (Universiti Malaysia Kelantan - Hospitality):
This event put into practice several theories and lessons from lessons & classes such as:

• Event Operations and Management – managing an event with tight turnover between meal periods

• Food & Beverage Service – including breakfast and lunch service techniques

• Setup and Planning – executing quick venue transformation

• Hospitality Communication - working with a team under time constraints.

Issues and Challenges Faced:

• The major challenge today was the limited time to reset the ballroom between breakfast and lunch for a large number of guests (500 pax).

• The team had to clear, reset, and prepare the entire space within a short window, while ensuring everything remained neat, hygienic, and aligned with service standards.

Solutions and Actions Taken:

• To overcome this, we worked closely in assigned zones, allowing simultaneous clearing and resetting.

• I personally focused on maintaining speed without compromising setup quality, and stayed in sync with the team to manage space and avoid overlaps.

• Effective communication and time prioritization played a big role in ensuring a smooth and on-time transition.

• On this day, I was assigned to manage banquet operations at the foyer area, located outside the main ballrooms.

• I worked alongside Iffa Nadzira, a fellow intern from UMK, to ensure smooth guest flow and upkeep of the service area throughout the event schedule.

Our responsibilities included:

• Clearing cocktail tables (tall, high-top style) used during the pre-event and intermission sessions

• Using trolleys to transport used cutleries, glassware, and plates to the stewarding area for cleaning

• Monitoring the foyer area to ensure overall tidiness and readiness during ongoing guest activities

• Restocking supplies, including alerting the team in charge to refill tissue at service counters

• Assisting the event MCs by refilling bottled water into goblets and providing clean tissues when needed

• Coordinating with the housekeeping team to sweep and safely remove broken glass caused by guest children, ensuring no hazard for other attendees

  
  

Equipment Used:

• Clearing trolleys

• Goblet glasses

• Bottled mineral water

• Tissue paper

• Basic banquet tools (tray and cloths)

• Communication tools (to contact housekeeping and other departments)

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):
This experience allowed me to apply knowledge from the following hospitality subjects:

• Event Management – managing guest needs and ensuring smooth transitions between scheduled activities

• Service Operations – understanding the importance of maintaining cleanliness and readiness in service areas

• F&B Coordination – applying practical skills in glassware handling, clearing, and basic guest service

• Hospitality Communication – liaising effectively with multiple departments including MCs, housekeeping, and banquet teams

  
  

Issues and Challenges Faced:
One of the main challenges was the broken glass incident, which occurred due to unattended children playing near the cocktail tables. This posed a safety risk to nearby guests. Another issue was the limited tissue supply, which required quick replenishment to maintain service quality.

Solutions and Actions Taken:

• I immediately contacted housekeeping to clean the glass hazard safely and promptly, preventing further accidents

• I remained alert and continuously monitored stock levels, informing the in-charge personnel when tissues ran low

• Took initiative to assist the MC team with water service, ensuring their comfort and readiness throughout the program

• Assigned to support the preparation for the upcoming CIMB Annual Year event

• Followed the guidelines outlined in the Banquet Event Order (BEO) to ensure accurate arrangement

• Assisted with organizing table layout in accordance with the event setup plan

• Took part in mise en place preparations, which involved:

  • Polishing and aligning cutleries

  • Neatly setting forks, spoons, napkins, and other table elements

  • Assisted in relocating partitions from China Treasures Restaurant to the Halia Restaurant at SDCC

  • Ironed 2–3 table skirtings to ensure neat presentation before event setup

  • Wiped and polished glassware, including highball glasses, to maintain cleanliness and clarity

  • Helped wipe and organize coffee cups, arranging them neatly on racks for service use

Equipment & Items Used:

• Chair covers, banquet chairs and round tables

• Full set of cutlery (including Chinese spoon) and clean napkins

• Steam iron and ironing board

• Table skirtings

• Highball glasses, coffee cups

• Racks for cup storage

• Cleaning cloths and event setup checklist

Relevance to UMK Hospitality Knowledge:

• Applied theoretical knowledge of BEO handling

• Reinforced F&B practical skills in table arrangements and setup

• Gained hands-on experience in preparation and coordination for large-scale events

Challenges Encountered:

• Required extra effort and time to transport chair covers from different locations

• Needed to strictly follow layout details without making placement errors

• Ironing skirtings took extra time due to folds and creases

• Ensuring glassware remained spotless while handling multiple racks

Solutions & Actions Taken:

• Prioritized ballroom arrangements and ensured smooth coordination with team members

• Reviewed the layout plan carefully and verified mise en place accuracy with the BEO

• Focused on efficient steaming techniques to speed up ironing process

  Used clean, dry cloths and wiped glassware section by section to maintain quality

  
  

• Today involved a mix of front-of-house assistance and back-of-house operations, ensuring smooth logistics and setup between multiple venues.

• I was responsible for guest direction, table setup, and coordination between the Halia Restaurant and LG1 floor.

• Assisted guests by showing them to the lift and offering guidance when needed.

• Cleared dessert plates and coffee mugs from Halia Restaurant and transferred them to LG1 floor for guest use during breaks.

• Set up dining tables with cutlery (forks, spoons, knives), tissue, overlays, and goblets in preparation for the next service.

• Wiped and sanitized 3 full racks of goblets, then placed them on tables as part of the setup.

• Supported stewarding operations by clearing used items and sending them to the cleaning area.

• Prepared red, blue, and black marker pens for the Rafflesia meeting room.

Equipment Used:

• Cutleries (fork, spoon, knife)

• Goblets

• Overlays and tissues

• Dessert plates and coffee mugs

• Trolley for item transfer

• Sanitizing cloths and cleaning solution

• Marker pens (red, blue, black)

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• Food & Beverage Service – Applied formal table setting techniques and practiced cleanliness protocols.

• Guest Services – Practiced hospitality etiquette and direction assistance, essential for guest satisfaction.

• Event Coordination – Demonstrated logistical coordination between multiple service areas.

• Operational Support – Reinforced the importance of multitasking and behind-the-scenes responsibilities.

  
  

Issues and Challenges Faced:

• Time constraints while transferring items between Halia and LG1.

• Needed to ensure precision in goblet placement and table alignment under time pressure.

  
  

Solutions and Actions Taken:

• Prioritized urgent tasks and maintained clear communication with team members.

• Focused on accuracy and maintained calm during setup to ensure service readiness.

• Double-checked table arrangements to avoid errors before guest arrival.

• On my first day of duty at the Driving Range, I assisted in managing member services and court operations involving high-profile guests.

• Responsibilities included managing bookings, confirming attendance, handling billing processes, and ensuring smooth daily operations across sports courts.

• Managed attendance records for Tennis, Badminton, Squash, Table Tennis, and Pickleball court bookings.

• Guided members to sign in upon arrival for confirmation of their reserved court slots.

• Delivered bills to respective members and collected signed receipts post-court usage.

• Printed, separated, and filed bills accurately based on booking information.

• Conducted rounds with the person in charge, (Hakim) to verify court occupancy and maintain updated records.

• Noted court scheduling details, for example, Pickleball is held at the Badminton Court only on Tuesdays and Thursdays.

  
  

Equipment Used:

• Booking record forms

• Bill slips and receipt folders

• Printer and administrative station

• Club management system

• Pen and sign-in sheets

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• Front Office Operations: Practiced member check-in procedures and professional interaction with guests.

• Event & Facility Management: Gained insight into coordinating and managing sports facilities.

• Hospitality Communication: Applied guest interaction techniques with tact, especially when serving VIP clientele.

• Administrative Management: Utilized documentation and filing procedures essential in hospitality record-keeping.

  
  

Issues and Challenges Faced:

• Required to adapt quickly to communicating with elite members such as Tan Sris and Dato’s.

• Risk of misalignment between booking records and actual guest arrivals.

• High expectations for professionalism and precision.

  
  

Solutions and Actions Taken:

• Maintained polite, clear, and confident communication to ensure a smooth experience for all guests.

• Double-checked names and times on booking sheets against physical presence.

• Followed Hakim’s guidance for accurate billing and verification processes.

• On my first day at Golfer’s Terrace, I was involved in both front-of-house and service operations, particularly at Fountain Terrace C-D and occasionally A-B.

• My duties included table setup, guest service, order taking, bill handling, and clearing tasks, all under the guidance of senior staff. I also began familiarizing myself with the restaurant’s ordering system and workflow.

  
  

Equipment Used:

• Cutlery and utensil trays

• Sugar bowls, salt & pepper sets

• Order pad / POS system (‘Key-ins order’)

• Tray and service napkins

• Clearing trolley

• Bill folder and receipt slips

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• Food & Beverage Service: Practiced order taking, service sequence, and bill handling.

• Hospitality Etiquette: Applied guest service skills when dealing with VIPs and elite club members.

• Operations: Engaged in opening setup and table arrangement responsibilities.

• Team Collaboration: Experienced real-time communication and teamwork during live service.

• Service Standards: Ensured cutlery, condiments, and presentation aligned with fine dining expectations.

  
  

Issues and Challenges Faced:

• Initial nervousness during first interactions with high-status members.

• Adapting quickly to a new environment and workflow during peak hours.

• Memorizing the layout of Fountain Terrace sections and standard table setup requirements.

  
  

Solutions and Actions Taken:

• Observed and followed the lead of experienced staff (Kak Siti & Kak Aziyati).

• Stayed proactive in clearing, restocking, and assisting where needed.

• Made continuous rounds to stay updated with table status and guest needs.

• Asked questions when unsure and took notes to improve efficiency in future shifts.

• On my second day at Golfer’s Terrace, I was stationed at the outdoor section, where I was responsible for full-service duties. These included table setup, order taking, serving, clearing, and assisting with takeaway orders.

• I also managed condiments and maintained hygiene and presentation standards for outdoor dining.

  
  

Equipment Used:

• Cutlery (forks, spoons, knives)

• Condiment holders (white sugar, brown sugar, Pal sweetener, toothpicks)

• POS system for keying orders

• Clean cloths for wiping tables

• Takeaway packaging materials

• Bill folders and receipt slips

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• Food & Beverage Operations: Applied mise en place practices and end-to-end service sequence.

• Guest Service Management: Delivered courteous service, including handling feedback and requests.

• POS Handling: Practiced using the point-of-sale system to manage orders and payments.

• Sanitation & Hygiene: Implemented cleanliness procedures before and after service.

• Hospitality Etiquette: Served guests politely and maintained a positive guest experience.

• Takeaway Service Standards: Ensured correct packing and guest satisfaction.

  
  

Issues and Challenges Faced:

• Fast-paced outdoor service, especially during peak dining hours.

• Managing dine-in guests while simultaneously handling takeaway orders.

• Adapting to weather conditions and guest flow outdoors.

  
  

  Solutions and Actions Taken:

• Stayed focused and prioritized tasks based on urgency (serving food while orders were hot).

• Improved multitasking by preparing takeaway orders in advance when possible.

• Communicated closely with kitchen and team members to ensure smooth service.

• Maintained professional attitude and used positive body language to interact with guests.

• Today, I was assigned to manage the setup and replenishment across multiple service zones within Golfer’s Terrace, including the Fountain Terrace, Outdoor Section, and Dining Hall.

• My responsibilities included mise en place, topping up table condiments, and ensuring each section was fully prepared before guest arrival.

Equipment Used:

• Table condiments (white sugar, brown sugar, Pal sweetener, toothpicks)

• Cutlery (forks, spoons, knives)

• Table setup tools (cloths, trays, serviettes)

• Order slips and, if applicable, POS system for billing

• Cleaning cloths for wiping and sanitizing

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• Food & Beverage Service: Applied mise en place and table setting techniques as learned in practical service modules.

• Hospitality Operations: Practiced zone management and understood spatial preparation in different dining areas.

• Customer Readiness: Ensured all guest-facing areas met high standards of cleanliness and readiness.

• Guest Service Skills: When applicable, supported front-line service such as taking orders and clearing tables.

• Attention to Detail: Reinforced skills in maintaining uniformity across varied dining zones.

  
  

Issues and Challenges Faced:

• Balancing time across three different service zones.

• Ensuring uniform setup and presentation despite differing table layouts.

• Managing quick turnarounds before guest arrivals.

  
  

Solutions and Actions Taken:

• Prioritized sections based on readiness and peak guest flow.

• Double-checked each table setting for alignment and consistency.

• Communicated with the team to ensure no area was left unattended.

• Maintained focus and worked efficiently to complete setup on time.

• Worked under the guidance of senior staff, Kak Zizie.

• Assigned to Fountain Terrace A-B for the evening shift.

• Learned and practiced cutlery setup based on specific menu orders:

  • Basil Crusted Salmon Fillet: knife & fork only.

  • Cantonese Seafood Yuan Yang: chopsticks & Chinese spoon only (removed spoon & fork).

• Set tables accordingly and ensured consistency.

• Took guest orders, served meals, and maintained professional service.

• Cleared tables and ensured cleanliness post-dining.

• Served Tan Sri Shahrizat Abdul Jalil, a VIP guest, and received a tip as appreciation.

  
  

Equipment Used:

• POS System (for order input)

• Service tray

• Cutleries (forks, spoons, knives, chopsticks, Chinese spoons)

• Clean cloths for wiping

• Guest checks/bills

  
  

Relevance to Theories and Practices Learned at UMK (Hospitality):

• Food & Beverage Service Management: Practical cutlery placement and service sequence.

• Professional Hospitality Etiquette: Proper handling of VIP guests.

• Cross-cultural dining setup: Adjusting table layout according to cuisine type.

• Practical Training Skills: Taking orders, serving, clearing, and bill handling.

  
  

Issues and Challenges Faced:

• Adjusting to different cutlery setups based on dish types.

• Pressure when dealing with VIP guests for the first time.

• Ensuring quick, smooth service while learning on the job.

  
  

Solutions and Actions Taken:

• Communicated actively with senior staff and team members to clarify any uncertainties.

• Observed Kak Zizie’s service flow and cutlery placements for better understanding.

• Remained calm and composed while serving VIPs.

• Practiced attentiveness to guest orders and adapted quickly to different service requirements.

• Attended the Intern Recognition & Inspiring Success Lunch, organized specially for interns by KLGCC.

• Received a certificate of completion from Sir Adam Calver, the General Manager (GM) of KLGCC, a moment of pride and honour.

• The event was joined by Heads of Departments (HODs) and fellow interns from various institutions including:

  • Universiti Malaysia Kelantan (UMK)

  • Management and Science University (MSU)

  • Universiti Teknologi MARA (UiTM)

  • Universiti Putra Malaysia (UPM)

  • And many more colleges and universities.

• It was shared that this is the first-ever intern cohort to be officially recognized with such a dedicated appreciation lunch, which made it even more special.

Activities and Experiences:

• Enjoyed a bonding session and karaoke with fellow interns, a fun and relaxed moment to celebrate the end of our journey.

• Took part in a group photo session with all interns and key team members to capture the memories.

• Shared laughter, stories, and appreciation with those we worked closely with over the internship period.

• Built meaningful connections and friendships with other interns from different institutions.

Reflection of the Day:

This day marked one of the most heartwarming and unforgettable moments in my internship journey. Being personally handed a certificate by the GM, Sir Adam Calver, was truly an honour. Knowing that this was KLGCC’s first official intern recognition event made me feel incredibly proud to be part of it. The chance to relax, sing karaoke, and reflect with other interns was a beautiful closing chapter, short, sweet, and meaningful. <3 I will cherish this experience and the people I met along the way for a very long time. ^^

• Cleared and cleaned guest tables post-service.

• Managed mise en place for outdoor dining area.

• Maintained cleanliness and sanitation standards.

• Delivered newspapers from security office for member use.

• Refilled condiments and topped up cutlery stock.

• Took food orders and provided attentive guest service.

• Handled smoking bowl placement for designated outdoor tables.

• Disposed waste and transported used items to stewarding area.

  
  

Equipment Used:

• Clearing trolley

• Cutlery trays

• Polishing cloth & sanitizing spray

• POS system (for order key-in)

• Smoking bowls

• Newspaper (Berita Harian & New Straits Times)

  
  

Relevance to Theories and Practices Learned at UMK (Hospitality):

• Food & Beverage Service: Mise en place, order taking, guest interaction

• Sanitation & Hygiene: Cleaning procedures, handling used items properly

• Waste Management: Separation and disposal of food waste and used materials

• Guest Relations: Professionalism and proactive service

• Time Management & Coordination: Handling multiple duties efficiently

  
  

Issues and Challenges Faced:

• Large volume of clearing tasks due to high turnover of guests

• Managing waste without mixing cutlery or risking breakage

• Balancing front-of-house service with back-of-house responsibilities

  
  

Solutions and Actions Taken:

• Used proper sorting technique for cutlery and waste

• Ensured careful stacking of plates and bowls to avoid breakage

• Maintained workflow efficiency by combining rounds with other errands (e.g. newspaper collection)

• Communicated with team to ensure no table was left unattended

• Set up the outdoor dining area (mise en place) prior to guest arrival.

• Arranged tableware and condiments according to service standards.

• Customized cutlery placement based on the type of dish ordered.

• Took and keyed in guest orders using the POS system.

• Served meals, processed payments, and cleared tables efficiently.

• Handled additional tasks such as newspaper arrangement and takeaway packing.

  
  

Equipment Used:

• POS (Point of Sale) system

• Service tray and order pads

• Table condiments (sugar bowls, salt & pepper, sweeteners, toothpicks)

• Polishing cloths and sanitizing wipes

• Smoking bowls for outdoor tables

• Newspapers (Berita Harian & New Straits Times)

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• Food & Beverage Service Operations: Mise en place, table setup, order-taking, and clearing.

• Guest Service Management: Communication, handling high-profile members, and anticipating needs.

• Hygiene & Sanitation Practices: Polishing cutlery, wiping tables, and maintaining clean setups.

• POS System Usage: Keying in orders and processing payments.

• Cross-cultural Service Standards: Adjusting utensils based on specific meal types.

  
  

Issues and Challenges Faced:

• Outdoor environment made service more challenging due to weather exposure.

• Required fast decision-making when setting up based on the type of menu ordered.

• Balancing routine tasks with unexpected guest requests.

  
  

Solutions and Actions Taken:

• Stayed alert and adaptable to changing weather or guest flow conditions.

• Observed and followed senior staff guidance for dish-based cutlery setup.

• Prioritized tasks effectively to handle multiple duties with efficiency.

• Maintained a professional, courteous demeanor, especially when serving VIP guests

• Assisting service at Fountain Terrace & outdoor Dining Hall

• Performed mise en place: setting up cutleries, napkins, condiments

• Food running during peak hours

• Clearing and resetting tables efficiently

• Assisted in beverage service during busy periods

  
  

Equipment Used:

• Service tray & tray stand

• Cutleries and crockery

• Beverage dispenser & glassware

• POS system (occasionally)

• Sanitizing cloth & trolley

  
  

Relevance to Theories and Practices Learned at UMK (Hospitality):

• Applied food & beverage service techniques from coursework

• Demonstrated guest service skills in real-time settings

• Practiced mise en place and hygiene standards as taught in practical classes

• Time management and teamwork as emphasized in hospitality operations module

  
  

Issues and Challenges Faced:

• Shortage of manpower during peak hours

• Unexpected guest walk-ins at outdoor area

• Limited time to reset tables between guest turns

• Difficulty in balancing two service areas at once

  
  

Solutions and Actions Taken:

• Prioritized tasks based on urgency

• Maintained clear communication with teammates

• Moved swiftly and stayed alert to guest needs

• Requested assistance from stewarding/kitchen when needed

• Today’s tasks involved full-service operations at Golfer’s Terrace, including mise en place preparation, food & beverage service, POS usage, and post-service cleaning.

• I was also assigned to assist with internal VIP meeting support at the Business Centre.

Equipment Used:

• Cutleries (forks, spoons, knives, chopsticks, Chinese spoons)

• Condiment sets (sugar bowls, salt & pepper, sweeteners, toothpicks)

• No-smoking signs, service buzzers

• POS system

• Serving trays, clearing trolleys

• Newspapers (Berita Harian, New Straits Times)

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• F&B Service Procedures: Applied mise en place, proper table setup, and full-service flow including order taking and food delivery.

• Hospitality Etiquette: Practiced polite, confident communication with guests and VIPs.

• Operational Management: Understood the importance of cross-departmental coordination and special service during internal meetings.

• POS & Billing Knowledge: Gained hands-on experience using the point-of-sale system and handling guest payments.

• Hygiene & Sanitation: Followed SOPs for wiping, waste handling, and clean-up routines.

  
  

Issues and Challenges Faced:

• Balancing between regular table service and handling an internal event at the Business Centre.

• Learning to manage service buzzers and orders from multiple tables at once.

• Understanding the exact placement for cutlery and table signage based on different table types.

  
  

Solutions and Actions Taken:

• Communicated actively with team members to split duties and stay efficient.

• Observed senior staff on correct setups and clarified any uncertainties.

• Remained calm

• Assisted in smooth service operations at both the outdoor area and indoor dining space

• Prepped service stations at Golfer’s Terrace before opening hours ✨

• Completed full setup of condiments, sugar/sweetener packets, and table buzzers (Call / Bill / Cancel)

• Placed no-smoking signs on designated tables as per outlet SOP

• Checked table alignment and ensured all items were clean and presentable

• Assisted other team members with remaining mise en place tasks before guest arrival

  
  

Equipment Used:

• Service trays and clearing trolleys for transporting food and used items

• no-smoking signs

• bowl of full setup of condiments, sugar/sweetener packets

• Utensils, napkin holders, and sauce containers

• Water jugs and ice buckets for beverage service

• Sanitizing cloths and disinfectant spray bottles for cleaning

• Occasionally operated the POS machine to verify guest orders

Relevance to UMK Hospitality Theories & Practice:

• Implemented mise en place procedures taught during practical coursework

• Applied guest interaction techniques from the Service Management module

• Understood and followed the standard flow of service and turnover timing

• Practiced real-time hygiene procedures and safety protocols from Hospitality Operations subject

Issues & Challenges:

• Required to manage responsibilities across two sections at the same time

• Faced time constraints in resetting tables for the next round of guests

• Occasional miscommunication during sudden increase in guest flow

• Windy outdoor setting affected the stability and arrangement of table items

Solutions & Actions Taken:

• Prioritized tasks and scheduled work efficiently during high-volume periods

• Maintained close collaboration with teammates to handle fast table turnovers

• Adapted to outdoor challenges by modifying table settings appropriately

• Communicated with supervisors early to request support or extra help

• Performed mise en place and full table setup before service began.

• Refilled condiments and essential cutlery at Outdoor & Fountain Terrace sections.

• Replaced missing crockery and glassware at guest tables.

• Took food & beverage orders, keyed them into the POS system, and served accordingly.

• Stepped in as food runner to assist during short staffing.

• Maintained readiness and professionalism despite facing personal transport issues.

  
  

Equipment Used:

• Polishing cloth & sanitizing spray

• POS (Point of Sale) system

• Cutlery & crockery (forks, spoons, bowls, BB plates, etc.)

• Food runner trays

• Sugar bowl & condiment holders

  
  

Relevance to Theories and Practices Learned at UMK (Hospitality):

• Food & Beverage Operations: Mise en place, table setup, food service, and buffet support.

• Guest Relations & Service Etiquette: Delivered quality service to high-status guests, including VIPs.

• Teamwork & Leadership: Stepped into supporting roles when team members were unavailable.

• Time & Crisis Management: Managed unforeseen challenges while upholding punctuality and professionalism.

• Communication Skills: Engaged positively with guests and team members under pressure.

  
  

Issues and Challenges Faced:

• Faced an unexpected personal issue on the way to work that nearly caused lateness.

• Short manpower in food running duty during peak hours.

  
  

Solutions and Actions Taken:

• Stayed focused and rushed to arrive on time despite the morning issue.

• Took initiative to assist as food runner when one team member left early.

• Received guidance and support from seniors to ensure smooth operations.

• Maintained calm and consistent service quality throughout.

• Set tables with forks and spoons for dining service.

• Assisted with buffet setup for Sime Darby Property (SDP) lunch event.

• Refilled sugar, brown sugar, and Pal sweetener at each table.

• Wiped and polished glassware (IKEA brand) in both indoor and outdoor sections.

• Cleaned condiment holders (salt & pepper shakers, toothpick containers).

• Took guest orders, keyed them into the system, and served efficiently.

• Assisted as a food runner during peak service hours.

• Cleared used trolleys and sent them to stewarding for cleaning.

• Polished and arranged large quantities of tableware and cutleries for service.

  
  

Equipment Used:

• Service trays and trolley

• POS system (for order key-in)

• IKEA drinking glasses

• Polishing cloths and sanitizer spray

• Sauce plates, BB plates, dessert plates, sharing plates, chopsticks, Chinese spoons

• Salt & pepper shakers, sugar containers

• Food runner tag and order slip book

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

• Food & Beverage Service Management: Mise en place, buffet setup, guest order handling.

• Event & Banquet Operations: Exposure to SDP lunch post-meeting event logistics.

• Sanitation & Hygiene Standards: Proper glassware and cutlery polishing.

• Guest Relations and Teamwork: Supporting various stations to ensure smooth service flow.

• Restaurant Operations: Order keying, food delivery, and table turnover during peak periods.

  
  

Issues and Challenges Faced:

• High volume of guests, especially in the morning (roti canai orders).

• Time pressure during buffet setup and service transitions.

• Balancing multiple responsibilities in a fast-paced environment.

  
  

  Solutions and Actions Taken:

• Practiced time management to complete polishing and setup tasks ahead of service.

• Stepped in as a food runner to assist overwhelmed staff, ensuring smooth guest service.

• Communicated clearly with the team to prioritize urgent needs like roti canai orders and buffet readiness.

• Maintained composure and focus to deliver consistent service under pressure.

• Carried out mise en place and completed table setup before service

• Refilled condiments, cutlery, crockery, and glassware at Outdoor & Fountain Terrace

• Took and keyed in F&B orders using POS system, then served accordingly

• Assisted as food runner during staffing shortage

Equipment Used:
Sanitizing spray, polishing cloths, POS system, food trays, cutlery, crockery, condiment sets

UMK Hospitality Link:

• Practiced end-to-end service flow from F&B Operations module

• Applied guest handling skills & etiquette during busy hours

• Demonstrated teamwork and adaptability under pressure

• Managed time effectively and handled unexpected challenges

Challenges & Solutions:
Busy shift → Communicated with seniors for smooth coordination

• Assigned to assist Fountain Terrace area operations.

• Began shift with mise en place preparation – cutleries, trays, condiments, and napkins

• Responded to a request from the Golfer’s Terrace supervisor to manually refill the water dispenser for guest use

• Cleared and wiped down used tables regularly to maintain cleanliness and guest readiness

• Operated the clearing trolley multiple times (at least 3 rounds) at Fountain Terrace to transport used items to steward area

• Took guest orders as part of standard service routine, ensuring accuracy and politeness

• Served hot and cold water while taking orders to enhance guest experience

• Maintained smooth coordination with kitchen and steward team during service

• Collected daily newspapers from the security office for guest lounge area

  
  

Equipment Used:

• Glass jugs, water dispensers

• Cutlery sets, tray and stand

• Clearing trolley, sanitizer cloth, and bin

• Beverage glasses, crockery

• POS terminal (needed for order tracking)

  
  

Relevance to Theories and Practices Learned at UMK (Hospitality):

• Demonstrated practical skills in guest service, food running, and table maintenance

• Applied mise en place and sequence of service as taught in practical classes

• Practiced communication and multitasking during real service flow

• Reinforced knowledge on cleanliness standards and team coordination

  
  

Issues and Challenges Faced:

• Manual water dispenser refill required extra time during peak

• Limited staff during busy hours led to extra responsibilities

• Outdoor tables got messy quickly due to open-air environment

• Needed to ensure trolley runs were done quickly without delay to guests

Solutions and Actions Taken:

• Managed tasks based on urgency and guest traffic

• Completed multiple trolley runs to avoid overloading

• Maintained proactive attitude, refilled water and cleaned setups before being asked

• Coordinated with steward team and requested help when necessary

• Assigned to assist Outdoor section.

• Performed mise en place: prepared cutleries, napkins, trays, and condiments before service

• Topped up glassware at side stations to ensure smooth service flow

• Acted as food runner, delivering orders promptly to respective tables

• Cleared used plates and glassware from tables after guests finished

• Cleaned outdoor tables thoroughly due to leaves/dust and maintained neat presentation

• Brought used glassware and cutleries to the steward area for washing

• Visited security office to collect daily newspapers and placed them in guest areas

• Maintained guest focus, assisted teammates, and responded to any service requests

  
  

Equipment Used:

• Silverware, crockery, glassware

• Napkins, condiments, trays, tray stands

• Sanitizing cloth, spray bottle, and trolley

• POS terminal (to check orders)

  
  

Relevance to Theories and Practices Learned at UMK (Hospitality):

• Mise en place practice aligned with practical food service training

• Applied guest handling and table service techniques from Service Management subject

• Understood teamwork dynamics and service sequence under real operational flow

• Practiced hygiene, food safety, and service standards as taught in class

  
  

Issues and Challenges Faced:

• Need to multitask between two separate areas during busy periods

• Limited glassware during peak time, required frequent top-ups

• Outdoor cleanliness harder to maintain due to open-air setting

• Slight communication delay between steward and service team

  
  

Solutions and Actions Taken:

• Prioritized urgent tasks and moved efficiently between sections

• Refilled and rotated glassware stock proactively before it ran out

• Wiped and monitored outdoor setups regularly for cleanliness

• Maintained communication with steward team to ensure smooth equipment flow

• Working hours: 13:00 PM – 21:00 PM

• Assigned to assist in preparation for EPF Hari Raya Open House on the next day

• Followed the Banquet Event Order (BEO) to arrange items accordingly

• Collected and installed chair covers in the ballroom:

  • Retrieved covers from Cinnamon Room (LG1) and Housekeeping Room

• Assisted with table layout setup based on the event plan

• Helped with mise en place duties including:

  • Wiping cutleries

  • Ensuring proper arrangement of forks, spoons, and napkins on the tables

Equipment & Items Used:

• Chair covers, banquet tables and chairs

• Cutleries (fork, spoon, knife, Chinese spoon), napkins

• Sanitizing cloths and setup checklist

Relevance to UMK Hospitality Knowledge:

• Applied knowledge of Banquet Event Order (BEO)

• Practiced mise en place and table setup techniques taught in F&B classes

• Gained real-time experience in pre-event preparation and coordination

Challenges Faced:

• Carrying chair covers from multiple locations required extra time and coordination

• Needed to follow exact layout plans without error

Solutions & Actions Taken:

• Prioritized ballroom setup and communicated with team for smooth workflow

• Cross-checked table layout and mise en place with the BEO for accuracy

• Assigned to set up Banyan Hall (G Floor, SDCC) for a scheduled meeting

• Began with clearing the hall to ensure cleanliness before setup

• Placed Mentos in round bowls at each table for refreshment

• Arranged 2 glass bottles of water on every table, including the mentor/MC table

• On mentor/MC table, prepared:

  • 2 goblets with coasters

  • 2 sheets of paper

• On each participant table, arranged:

  • 8 goblets with coasters

  • 8 sheets of paper, each with a pencil on top

  • 3 marker pens (blue, black, red) for writing purposes

Equipment & Items Used:

• Goblets, coasters, water bottles

• Paper, pencils, Mentos bowls

• Marker pens (blue, black, red)

• Cleaning cloth/tools for clearing

Relevance to UMK Hospitality Knowledge:

• Applied event and meeting setup procedures learned in Event & Banquet Operations

• Practiced attention to detail in setting up professional meeting space

• Followed SOPs for guest preparation and layout arrangement

Challenges Faced:

• Limited time for full setup before the meeting started

• Ensured all materials were uniformly placed across multiple tables

Solutions & Actions Taken:

• Focused on priority items first (mentor/MC table, water bottles)

• Conducted a final table-by-table check to confirm all pens, papers, and items were in place

• I was assigned to assist banquet operations during the CELCOMDIGI Hari Raya Open House

• Although the event proceeded as planned, guest attendance was reduced to half of the original number

• This was due to a gesture of respect following the passing of Tun Abdullah Ahmad Badawi, the 5th Prime Minister of Malaysia, commonly known as Pak Lah

• Adjusted table arrangements and guest setup accordingly based on the revised headcount

• Continued with standard banquet duties:

  • Mise en place: wiped and arranged cutleries and napkins

  • Prepared goblets and water service at each table

  • Helped monitor buffet setup and ensured flow of service

  • Cleared and reset tables during and after guest dining

• Maintained professionalism and guest hospitality despite the solemn national context

  
  

  Equipment Used:

  • Chafing dishes and food warmers for buffet setup

  • Serving utensils (ladles, tongs, serving spoons)

  • Cutleries (forks, spoons, knives)

  • Goblets and glass water bottles

  • Napkins and folded table linen

  • Round tables, banquet chairs with chair covers

  • Trolley for transporting items

  • Cloth for wiping surfaces

  • Banquet Event Order (BEO) printout for event reference

Relevance to UMK Hospitality Knowledge:

• Demonstrated adaptability in event execution despite sudden guest number change

• Applied banquet service procedures and guest handling with sensitivity

Challenges Faced:

• Sudden reduction in guest count (half from the expected number) due to the passing of Tun Abdullah Ahmad Badawi (former Prime Minister)

• Required quick rearrangement of table setup and guest flow

• Food quantity and service arrangements had to be adjusted last-minute

• Ensuring team maintained a respectful and professional tone throughout the event

Solutions & Actions Taken:

• Coordinated with banquet supervisor to update seating plan based on revised headcount

• Reallocated manpower efficiently to cover adjusted zones and tables

• Maintained smooth communication with kitchen and service team to avoid wastage

• Continued to provide attentive service while observing a respectful atmosphere in light of the national mourning

• Assigned to support banquet operations for DIALOG Company Hari Raya Open House event

• Assisted in final table arrangements based on the Banquet Event Order (BEO)

• Ensured mise en place was properly executed:

  • Wiped and arranged cutleries (forks, spoons, knives)

  • Neatly folded and placed napkins on each setting

• Checked and aligned table numbers, chair positioning, and centrepieces for uniform presentation

• Supported buffet line setup, including:

  • Arranged chafing dishes, serving utensils, and label tags

  • Ensured all food stations were clean, stocked, and ready

• Coordinated with service team to assist with last-minute instructions from banquet supervisor

• Actively engaged in guest flow monitoring during event, ensuring comfort and smooth movement

• Cleared used plates, refilled water, and ensured tables were tidy during guest dining

Equipment & Items Used:

• Cutleries, napkins, goblets

• Chafing sets, serving spoons, label cards

• Trolleys, sanitizer spray, setup checklist

Relevance to UMK Hospitality Knowledge:

• Reinforced real-world execution of BEO and mise en place standards

• Enhanced skills in teamwork, time management, and guest handling

Challenges Faced:

• Last-minute changes to table layout required quick adjustment

• High volume of guests created pressure on service flow

Solutions & Actions Taken:

• Communicated closely with team to realign table setup fast

• Focused on section-by-section service to maintain smooth operations

• Participated in Family's Clan Open House, a high-profile event featuring the legendary Dato’ Sheila Majid.

• Took leadership responsibility by guiding and assigning tasks to five part-time staff during the event.

• Managed the clearing process for 10 or more used dining tables to ensure guests had clean, comfortable seating at all times.

• Demonstrated and taught part-timers the correct way to do buzzing (clearing) efficiently, especially to male team members unfamiliar with the workflow.

• Led and assisted part-timers in locating the steward area for dish returns and utensil drop-off.

• Provided a quick briefing session to explain task flow, including scheduled break times and instructions on when to resume duties.

Equipment and Tools Used:

• Bussing trays

• Napkins and cleaning cloths

• Garbage bags/bin stations

• Steward area facilities (dish drop, cutlery return zone)

• Communication tools (verbal coordination, possible walkie or group chat)

Relevance to UMK Hospitality Theories & Practices:

• Applied Leadership and Team Coordination concepts taught in hospitality management courses.

• Practiced Event Operations and Guest Service Standards in a real-life event setting with VIP presence.

• Reinforced hygiene control and bussing technique, reflecting skills from F&B Service lessons.

• Briefing and break management align with Human Resource practices and workplace communication strategies taught in class.

Issues and Challenges Faced:

• Some part-timers were inexperienced with the bussing process, especially male staff unfamiliar with banquet clearing methods.

• Time constraints required quick and efficient coordination to maintain cleanliness during high guest turnover.

Solutions and Actions Taken:

• Provided real-time demonstrations and step-by-step guidance to ensure understanding and smooth execution of tasks.

• Stayed on-ground with the team, offering support, direction, and hands-on help where needed.

• Structured the workflow by dividing the team’s tasks and managing their break times without affecting overall service quality.

• Sealed sauces, bowls, BB plates, and dinner plates to prevent dust after 1-month Raya event

• Moved 2–3 partitions from China Treasures to Halia Restaurant (SDCC)

• Sent used plates, coffee cups, cutleries to stewarding area

• Called housekeeping to clear broken glassware caused by guest

  
  

  Equipment Used:

• Food trays & trolley

• Plastic seal/bubble wrap

• Gloves (for hygiene)

• Portable partition stands

  
  

Relevance to UMK - Hospitality Theories:

• Event setup & layout (Event Management)

• Hygiene & sanitation control (Food Safety module)

• Team coordination across departments (Ops Management)

  
  

Issues & Challenges Faced:

• Heavy partitions, hard to move

• Not enough manpower during peak

• Broken glass posed safety risk

• Tight time frame before event ends

  
  

Solutions & Actions Taken:

• Requested help from team to move partitions

• Cleared service stations first to manage flow

• Called housekeeping immediately for glass issue

• Prioritized tasks by urgency and safety

• On this day, I reported to KLGCC at 10:00 AM for duty under the Sports Department, marking the beginning of a new departmental rotation after completing my previous role at Banquet.

• I was welcomed by our supervisor in charge, Mr. Ammar, who briefed us on the upcoming roles and gave us time to settle in.

• Between 10:00 AM and 2:00 PM, I waited as scheduled for Mr. Ammar to begin the orientation. Once he was available, he provided us with a departmental orientation and facility tour, focusing on the Sports & Recreation areas within the club (bowling area, gym, swimming pool, changing rooms, and front office counter).

• Additionally, to foster team bonding and welcome us interns to the department, Mr. Ammar organized an ice-breaking session by playing 2 rounds of bowling, creating a casual and friendly atmosphere to begin our journey in this department.

Equipment Used:

• Preliminary Sports & Recreation Handbook (shared via WhatsApp)

• Bowling equipment (used during the ice-breaking activity)

• Club facilities: front office systems, POS counter

  
  

Relevance to Theories and Practices Learned at University (UMK - Hospitality):

This session aligns with key concepts learned in classes such as:

• Front Office Management – understanding SOPs, guest interaction flow, and department structures

• Introduction to operations and services in sports & recreation facilities

• Hospitality Communication – applying communication etiquette, teamwork, and ice-breaking in a professional setting

• Orientation & Training Practices – understanding the importance of structured onboarding and knowledge sharing

  
  

Issues and Challenges Faced:

• Idle waiting time from 10:00 AM to 2:00 PM due to the supervisor’s prior schedule.

• Limited initial hands-on exposure on the first day.

  
  

Solutions and Actions Taken:

• Used the waiting period to read and familiarize myself with the Sports & Recreation Handbook shared via WhatsApp.

• Maintained professional conduct while waiting and stayed alert for instructions.

• Embraced the ice-breaking activity positively to bond with the team and ease into the new environment.

• 2nd day assigned at the Driving Range (KLGCC), learning how to handle billing procedures

• Assisted in printing out bills/checklists for both members and guests

• Delivered bills to confirm the number of attendees (members vs guests)

• Checked and verified:

  • Members are not charged

  • Guests or non-members accompanying members are charged under the member’s account

• Monitored for no-show cases—applied no-show fees if booking was not used

• Carried out facility rounding at:

  • Squash court

  • Badminton court

  • Pickleball court

  • Tennis court

• Collected usage records and bills from each court to ease billing process later

Equipment Used:

• Club billing system (for printing & recording)

• Checklist forms

• Court booking log

• Walkie-talkie (if used for communication)

Relevance to UMK Hospitality Knowledge:

• Practiced billing operations and record-keeping as taught in Front Office/FO module / lessons

• Applied guest service and membership procedures professionally

• Understood recreational facility SOPs and time-tracking for usage

Challenges Faced:

• Ensuring all guests are properly recorded under respective members

• Some courts were still in use when doing rounding

Solutions and Actions Taken:

• Carefully matched checklist data with actual attendance

• Returned later to courts still in use to avoid billing errors

• I was tasked at Driving Range to observe billing procedures and printing tasks.

• Handled printouts of checklists and bills for both guests and members.

• Distributed bills to confirm total headcount for each booking.

• Verified that only guests were charged, while members enjoyed free access.

• Imposed no-show charges for unused court reservations.

• Conducted rounds at sports courts: squash, badminton, pickleball, and tennis.

• Gathered court usage slips to support accurate billing later.

Tools and Systems Used:

• Internal billing software

• Attendance checklists

• Booking reference log

• Two-way walkie talkie

UMK Theory Relevance:

• Applied billing and front desk training learned from university.

• Practiced SOPs for member/guest handling.

• Experienced facility operations and tracking system in a real-life setting.

Issues Encountered:

• Needed to ensure accurate link between guests and respective members.

• Some courts were occupied during collection, delaying the process.

Steps Taken:

• Double-checked guest lists against checklists.

• Revisited courts that were still in use to avoid errors.

• Used reprint function to cross-verify billing entries.

• I was assigned at Driving Range to observe billing & printing.

• Printed bills/checklists for members & guests.

• Verified guest charges & applied no-show fees.

• Did court rounds (squash, badminton, pickleball, tennis).

• Collected usage slips for billing.

• Managed tasks alone without Hakim, learned system independently.

Tools Used:

• Billing system

• Attendance checklists

• Booking log

• Walkie-talkie

UMK Relevance:

• Applied Front Office billing knowledge.

• Practiced SOPs for members/guests.

• Understood facility operations.

Challenges:

• Matching guests to members.

• Courts still in use during rounds.

• No supervisor on duty.

Solutions:

• Cross-checked checklists.

• Revisited courts later.

• Reprinted bills to verify.

• Always asked Hakim to guide.

• Assigned at Driving Range to learn billing & printing.

• Printed bills/checklists for members & guests.

• Delivered bills to confirm attendance.

• Checked guest charges under member’s account.

• Applied no-show fees for unused bookings.

• Did facility rounding at squash, badminton, pickleball & tennis courts.

• Collected usage records for billing.

Equipment Used:

• Club billing system

• Checklist forms

• Court booking log

• Walkie-talkie

Relevance to UMK:

• Applied Front Office billing knowledge.

• Followed guest/member procedures.

• Understood recreational facility SOPs.

Challenges:

• Ensuring guests recorded under correct members.

• Some courts still in use during rounding.

Solutions:

• Matched checklist with actual attendance.

• Returned later to active courts.

• Reprinted bills to double check.

• Asked Hakim for help with sales correction.

• Assisted in setting up the gym area for Golf Fitness Workshop

• Prepared and arranged yoga mats, towels, and equipment needed

• Welcomed participants and helped with registration/check-in

• Provided water and ensured paper cups were stocked

• Monitored the session to ensure safety and cleanliness

• Wiped equipment after use and assisted with post-workshop clean-up

Equipment Used:

• Yoga mats, towels, paper cups

• Cleaning cloth, sanitizing spray

• Registration list/check-in form

Relevance to UMK Hospitality Theories:

• Applied event assistance and guest service skills

• Practiced setup and teardown procedures for small functions

• Maintained hygiene and followed workshop SOPs

Challenges Faced:

• Some participants arrived late

• Not enough mats prepared initially

Solutions Taken:

• Managed guest flow and guided latecomers politely

• Quickly arranged additional mats and towels as needed

• Greeted and assisted members/guests to maintain a welcoming environment

• Checked member entry using ID scanner system

• Supervised both the aerobic room and ladies’ gym for safety & cleanliness

• Managed towel routine: distributed clean towels, collected used ones, requested refill when low

• Conducted routine checks: equipment condition, wiped sweat, ensured cleanliness

• Cleared used paper cups and refilled stock for next-day use

• Organized and stored yoga mats post-classes

• Handled facility bookings (walk-in & phone), updated in system

• Recorded daily summary: attendance, observations, feedback

  
  

Tools & Equipment Used:

• ID scanner, laptop and telephone

• Cleaning tools: sanitizing spray, cloths

• Paper cup dispenser, towel shelves, checklist forms

  
  

Link to UMK Hospitality Knowledge:

• Practiced front desk & guest services (Front Office)

• Applied SOPs & facility care (Ops Management)

• Strengthened skills in communication, coordination & problem-solving

  
  

Challenges Encountered:

• Limited towel availability during peak times

• Unclean gym machines and mats due to sweat

• Guests occasionally bypassed ID scanning

• Slippery floor near water station

  
  

Actions Taken:

• Informed housekeeping for towel restock

• Maintained hygiene by wiping equipment consistently

• Gave gentle reminders for ID scanning compliance

• Warmly welcomed guests & members at the gym

• Organized & wiped gym equipment (aerobic balls, yoga mats, dumbbells)

• Cleared & restocked paper cups at hydration station

• Managed towel duties: clean prep, collection, housekeeping coordination

• Performed hourly checks for safety & cleanliness

• Assisted in sports facility bookings & updated records

• Prepared end-of-day report (usage, issues, actions taken)

• Counted total guests from morning until closing

• Switched off electronics & returned all facility keys to security office

  
  

🔧 Equipment Used:

• ID scanner, laptop, Excel sheet

• Telephone, gym keys, towel shelves

• Sanitizing spray, cloth, paper cup dispenser

  
  

Link to UMK Hospitality Knowledge:

• Practiced guest service (Front Office module)

• Applied SOPs for cleanliness & readiness

• Improved multitasking & communication skills

  
  

  Challenges Faced:

• Equipment left messy during peak hours

• Sweat on benches & mats

• Towel shortage

  
  

Actions Taken:

• Reorganized and cleaned equipment promptly

• Maintained hygiene by wiping regularly

• Requested towel restock from housekeeping

• Sent gym facility keys to security after shift

• Helped cover lower floor duties due to staff shortage

• Informed swimmers/trainers about pool closure (lightning alert)

• Restocked gym towels for member use

• Assisted in invoice reprint to verify guest transaction

• Handled multiple tasks smoothly within one day

  
  

Equipment Used:

• Gym keys, telephone, towel rack

• POS terminal

  
  

Relevance to UMK Hospitality:

• Applied teamwork & adaptability in busy environment

• Practiced safety communication & SOPs

• Supported admin tasks & guest service

  
  

Challenges Faced:

• Sudden weather alert

Actions Taken

• Covered duties calmly

• Communicated safety alerts clearly to guests

• Maintained towel supply

• Warmly welcomed members and guests, offering assistance to maintain a positive atmosphere

• Verified gym entries through ID scanner for active member check-ins

• Assigned to both aerobic room and ladies’ gym, ensuring overall tidiness and safety

• Managed daily towel duties:

  • Arranged fresh towels for use

  • Collected used ones for laundry

  • Requested top-up from housekeeping when running low

• Carried out hourly rounds to:

  • Monitor gym equipment condition and cleanliness

  • Wipe sweat from benches, machines, and mats

  • Ensure floor safety and tidiness in both female zones

• Cleared all used paper cups, then restocked new cups for the next day

• Folded and stored yoga mats properly after classes in the aerobic room

• Assisted in facility bookings (walk-ins & calls), recorded through the club system

• Completed daily report summarizing member count, activities, and any issues observed

• Performed closing routine:

  • Switched off all electronics (lights, AC, TV, laptop)

  • Returned all four facility keys to the security office

Equipment Used:

• ID scanner, laptop, Excel spreadsheet

• Telephone, gym keys, towel racks

• Cleaning cloth, sanitizing spray, paper cup dispenser

• Safety checklist & gym management system

Relevance to UMK Hospitality Knowledge:

• Practiced guest handling and admin tasks as per Front Office subject

• Applied facility maintenance and SOP compliance learned in Operations class

• Improved real-time communication, teamwork, and problem-solving skills

Issues and Challenges Faced:

• Towel supply ran low during busy hours

• Sweat stains left on machines and mats

• Some members skipped ID scanning

• Wet floor near water dispenser created a safety hazard

Solutions and Actions Taken:

• Immediately contacted housekeeping for towel restock

• Wiped sweat marks to uphold hygiene standards

• Politely reminded members to scan ID upon entry

• Placed caution signage and informed maintenance about the wet floor

• Greeted members and guests warmly at the gym, ensuring a welcoming atmosphere

• Organized and cleaned gym equipment:

  • Wiped and arranged aerobic balls, yoga mats, and dumbbells properly

• Cleared and restocked paper cups for hydration station

• Managed towel duties: prepared clean towels, collected used ones, and coordinated with housekeeping

• Carried out hourly checks to ensure safety, cleanliness, and member comfort

• Assisted in sports facility bookings and recorded data accurately

• Prepared and submitted end-of-day report (usage summary, issues, and actions taken)

• Completed closing duties: turned off all electronics and returned facility keys to security

• Received a tip from a guest in appreciation of excellent service and professionalism ✨

Equipment Used:

• ID scanner, Excel sheet, laptop

• Gym keys, telephone, towel shelves

• Sanitizing spray, cleaning cloth, paper cup dispenser

Relevance to UMK Hospitality Knowledge:

• Demonstrated guest service excellence, as taught in Front Office module

• Applied SOPs in maintaining cleanliness and facility readiness

• Strengthened real-life communication and multitasking skills

Challenges Faced:

• Equipment left messy during peak hours

• Sweat on gym benches and mats

• Low towel stock

Solutions and Actions Taken:

• Cleaned and reorganized gym items promptly

• Wiped down equipment regularly for hygiene

• Requested timely towel restock from housekeeping

• Warmly greeted gym members and verified entries via ID scanner

• Monitored and maintained both the aerobic room and ladies' gym

• Cleaned and organized gym equipment, including:

  • Wiped and neatly arranged aerobic balls

  • Folded and stored yoga mats properly

  • Returned dumbbells to the correct rack in weight area

• Refilled paper cups and cleared used ones for the next day

• Managed towel duties: prepared fresh towels, collected used ones, and contacted housekeeping for restock when needed

• Conducted hourly rounds to ensure cleanliness, safety, and comfort in all zones

• Assisted in sports facility bookings and recorded data into the system

• Performed opening routine: turned on all electronics and take keys from security office.

Equipment Used:

• ID scanner, laptop, telephone

• Cleaning cloth, sanitizing spray, cup dispenser

• Gym equipment (aerobic balls, dumbbells, mats)

Relevance to UMK Hospitality Knowledge:

• Applied skills from Front Office and Facility Management modules

• Maintained cleanliness and SOP compliance in gym areas

• Practiced professional communication and guest handling

Challenges Faced:

• Misplaced dumbbells and mats during peak hours

• Sweat marks on shared equipment

• Low towel stock

Solutions and Actions Taken:

• Rearranged gym items promptly and cleaned surfaces

• Wiped sweat immediately for hygiene and comfort

• Requested towel top-up early from housekeeping

• Greeted guests & members at the gym

• Cleaned & arranged equipment (yoga mats, dumbbells)

• Restocked paper cups & towels

• Hourly checks for hygiene & safety

• Handled facility bookings & daily report

• Counted total guests till closing

• Turned off electronics & returned keys to security

  
  

Equipment Used:
ID scanner, laptop, phone, gym keys, sanitizer, towel rack

UMK Hospitality Link:
Applied guest service, SOPs, multitasking & communication

Challenges:
Messy equipment, sweaty benches, low towel stock

Solutions:
Cleaned promptly, maintained hygiene, requested towel top-up

Tasks at the Gym remains the same yet I always pay attention to details.

• Sent gym facility keys to the security office for safekeeping after shift

• Helped cover duties at lower floor/facility area to support team shortage

• Informed swimmers and trainers about temporary suspension due to lightning alert for safety

• Restocked towels at the gym and ensured supply was ready for members

• Assisted in reprinting invoice to double-check transaction and guest record

• Even though it was just for a day, I successfully managed multiple tasks and supported operations smoothly

Equipment Used:

• Gym and facility keys

• Telephone, towel rack

• POS terminal (for invoice)

• Communication board for weather alert

Relevance to UMK Hospitality Knowledge:

• Applied teamwork and adaptability in a fast-paced work setting

• Practiced guest safety communication and emergency procedures

• Strengthened knowledge in basic admin handling and SOP tasks

Challenges Faced:

• Short-staffed on the floor level

• Sudden lightning alert required quick action and communication

Solutions and Actions Taken:

• Covered responsibilities calmly and efficiently

• Alerted guests politely and ensured their understanding

• Maintained towel stock and assisted with admin work as needed

• Welcomed gym guests & members

• Cleaned equipment & restocked towels/cups

• Hourly hygiene checks & guest count

• Handled bookings, reports, and end-of-day closing

  
  

Tools Used:
ID scanner, laptop, phone, keys, sanitizer

UMK Link:
Applied guest service, SOPs & multitasking

Challenges & Solutions:
Messy equipment → Cleaned
Low towels → Requested top-up
Sweaty benches → Wiped regularly

• Welcomed gym guests & members

• Cleaned equipment, restocked towels & cups

• Hourly hygiene checks & guest counting

• Managed bookings, reports, and closing tasks

  
  

Tools Used:
ID scanner, laptop, phone, keys, sanitizer

UMK Link:
Applied guest service, SOPs & multitasking

Challenges & Solutions:
Messy equipment → Cleaned
Low towels → Requested top-up
Sweaty benches, gymnasium equipment (dumbbells, yoga mats, treadmill → Wiped regularly

I assisted Fatihah – Member Relations Task:

• Gym is for members only, non-members not allowed

• Members must scan their card (key-in system) to access

• Use this info to support facility tour & guest inquiries

• Assigned by SV to collect & record facility details at KLGCC

• Greeted members & guests, ensured friendly environment

• Verified entry via ID scanner (active members)

• Managed towels: arranged, collected, requested top-up

• Hourly rounds: checked equipment, wiped sweat, ensured safety

• Cleared used paper cups & refilled for next day

• Folded yoga mats after use

• Handled bookings (walk-ins & calls), updated in system

  
  

Equipment Used:
ID scanner, laptop, phone, gym keys, towel shelf, paper cup dispenser, cleaning cloth

UMK Link:
Applied guest service, SOPs, teamwork & admin skills

Challenges & Solutions:
Low towels → Requested restock
Sweaty benches → Wiped clean
Skipped ID scan → Gave reminders
Wet floor → Ensured safety measures

• Greeted and assisted members and guests at the gym

• Maintained cleanliness of equipment and refilled towels & paper cups

• Conducted hourly checks for hygiene and tracked number of users

• Managed bookings, recorded reports, and completed closing duties

  
  

Tools Used:
ID scanner, laptop, telephone, facility keys, sanitizing spray

UMK Hospitality Link:
Demonstrated guest service skills, followed SOPs, and practiced multitasking in operations

Challenges & Solutions:
Untidy equipment → Cleaned during checks
Towel shortage → Informed housekeeping for refill
Sweat on benches / treadmill / gymnasium equipment → Wiped down consistently

• Assisted guests with lane bookings and shoe rentals

• Helped operate the lane system and reset games when needed

• Ensured bowling balls and shoes were organized and clean

• Greeted walk-in guests and explained basic rules if requested

• Monitored guest activity for safety and proper lane use

• Wiped ball return area and maintained cleanliness around lanes

Equipment Used:

• Bowling lane system terminal

• Bowling shoes and ball racks

• Sanitizing cloth and cleaning spray

Relevance to UMK Hospitality Theories:

• Applied guest interaction skills and front desk procedures

• Practiced safety monitoring and equipment upkeep

• Followed SOPs for lane operation and guest service

Challenges Faced:

• Minor delay in lane system freezing

• Guests wearing wrong shoe sizes

Solutions Taken:

• Restarted the system and guided guests patiently

• Swapped shoes and reminded guests to check sizes at counter

• Greeted and assisted all gym users

• Verified member entries using ID scanner

• Oversaw towel duties: prepared clean towels, collected used ones, requested restock

• Conducted hourly rounds to check cleanliness, equipment, and member comfort

• Managed sports facility bookings (phone & walk-ins) and updated the system

• Prepared daily report: total users, issues, and actions taken

• Recorded data in Excel

• Completed closing: turned off all equipment and returned keys to security

Tools & Equipment:
ID scanner, laptop, phone, towel rack, Excel sheet, key set, checklist

UMK Hospitality Link:

• Applied guest service knowledge (Front Office module)

• Practiced cleanliness, safety & reporting SOPs

• Strengthened communication and admin skills

Issues & Solutions:

• Towel shortage → Contacted housekeeping for quick restock

• Members skipped scanning → Gave polite reminders

• Welcomed members & guests, assisted when needed

• Verified entries via ID scanner (active members only)

• Monitored aerobic room & ladies’ gym (cleanliness & safety)

• Managed towels: arranged, collected, requested top-up

• Hourly rounds: checked equipment, wiped sweat, ensured floor safety

• Cleared & restocked paper cups

• Folded/stored yoga mats after classes

• Assisted with walk-in/call bookings & updated system

• Wrote daily report (member count, issues)

• Performed closing: turned off electronics, returned keys to security

  
  

  Tools Used:
  ID scanner, laptop, Excel, phone, towel racks, sanitizer, safety checklist

UMK Link:
Applied guest service, SOPs, teamwork & admin handling

Challenges & Solutions:

• Low towel stock → Requested from housekeeping

• Sweat on equipment → Wiped during rounds

• Members skipped ID scan → Gave reminders

• Wet floor near dispenser → Placed caution sign, informed maintenance

• Warmly greeted gym members and guests, offering help to ensure a comfortable and friendly environment

• Verified member access through ID card scanner for check-in

• Oversaw the aerobic room and ladies’ gym to maintain cleanliness and a safe atmosphere

• Managed towel operations:

  • Prepared and arranged clean towels daily

  • Collected used towels for laundry

  • Requested additional towels from housekeeping when supplies ran low

• Conducted regular hourly rounds to:

  • Inspect gym equipment for safety and cleanliness

  • Wipe down machines, benches, and mats

  • Monitor and maintain overall tidiness, especially in female zones

• Cleared used paper cups and restocked them for the next day

• Folded and properly stored yoga mats after class sessions

• Supported facility bookings made via phone or walk-in, and updated them in the club’s system

• Completed opening tasks:

  • Powered on all equipment (lights, AC, TV, laptop)

  • Took all four facility keys (Gym, Store, Pump Room, Drink Hut) from the security office

  • ride a buggy to Drink Hut for opening

Equipment Used:

• ID scanner, telephone, laptop, Excel spreadsheet

• Gym keys, towel racks, cleaning cloths

• Sanitizing spray, paper cup dispenser

• Safety checklist and club management software

Relevance to UMK Hospitality Curriculum:

• Applied customer service and front office practices learned in class

• Executed proper facility care and cleanliness procedures based on Operations subject

• Strengthened real-world communication, coordination, and problem-solving capabilities

Challenges Encountered:

• Insufficient towel stock during busy periods

• Sweat marks left on benches and equipment

• Some guests bypassed the ID scanning procedure

• Wet floor near water dispenser posed safety risk

Actions Taken:

• Requested towel top-up promptly from housekeeping

• Wiped sweat-stained areas to maintain hygiene

• Politely reminded guests to scan their ID upon entry

• Welcomed all gym users and provided assistance to ensure a friendly atmosphere

• Handled member check-ins using ID scanner for verification

• Managed towel service:

  • Arranged fresh towels daily

  • Collected used ones and sent to laundry

  • Requested restock from housekeeping when low

• Carried out hourly gym checks to:

  • Maintain cleanliness and safety

  • Ensure all equipment was in good condition

  • Observe member comfort

• Took bookings for sports facilities via phone and walk-ins, logged into system

• Prepared end-of-day report covering:

  • Member and guest usage

  • Notes or issues that occurred

  • Actions taken throughout the shift

• Input data into Excel sheet for record-keeping

• Performed closing routines:

  • Switched off lights, fans, AC, TVs, and devices

  • Returned gym facility keys to security

Equipment Used:

• ID scanner, telephone, laptop

• Excel spreadsheet, club system

• Gym safety checklist

• Towel shelves, bins, and key set

Relevance to UMK Hospitality Studies:

• Applied front office and guest service knowledge

• Practiced facility supervision and SOPs

• Improved report writing and admin skills

• Applied safety and cleanliness standards in real setting

Challenges Faced:

• Ran out of clean towels during peak time

• Some members skipped ID scanning

• Wet floor hazard near water dispenser

Solutions Taken:

• Contacted housekeeping for immediate towel restock

• Gently reminded members to scan cards

• Reported floor issue and placed warning signage

• Warmly greeted members and guests, offering help to create a friendly environment

• Verified gym entries using ID scanner for active membership check-ins

• Oversaw towel duties:

  • Organized clean towels for the day

  • Collected used ones for laundry

  • Requested restock from housekeeping when needed

• Conducted hourly floor rounds to:

  • Check equipment condition and cleanliness

  • Wipe sweat marks from machines and benches

  • Ensure gym area remained neat and safe

• Cleared all used paper cups, refilled new ones for next day

• Folded and stored yoga mats properly in the aerobic room after usage

• Handled sports facility bookings (walk-ins and phone calls), recorded in system

Equipment Used:

• ID card scanner, laptop

• Telephone, gym keys, towel shelves

• Paper cup dispenser, cleaning cloth

• Safety checklist & club system

Relevance to UMK Hospitality Knowledge:

• Practiced guest service and admin tasks from Front Office module

• Maintained facility hygiene and order, as taught in Operations class

• Followed daily SOPs

• Applied real-time problem-solving and teamwork

Issues and Challenges:

• Low towel stock during peak time

• Sweat left on equipment by members

• Some forgot to scan ID

• Wet floor near water area

Actions Taken:

• Requested towel top-up from housekeeping

• Cleaned sweat immediately for hygiene

• Reminded members kindly about scanning

• Greeted and assisted members & guests

• Verified gym check-ins via ID scanner

• Managed towels: prepared, collected, restocked via housekeeping

• Hourly gym rounds: checked cleanliness, equipment safety, and member comfort

• Handled facility bookings (calls & walk-ins), updated system

• Wrote end-of-day report: member usage, issues, actions taken

• Entered report data into Excel

• Performed closing: turned off all devices, returned 4 keys (Gym, Store, Pump Room, Drink Hut) to security

  
  

Equipment Used:
ID scanner, laptop, Excel, phone, towel shelf, gym keys, safety checklist, club system

Relevance to UMK Hospitality:

• Applied Front Office & Guest Relations knowledge

• Practiced facility management & SOP compliance

• Improved admin tasks, reporting & communication

  
  

Challenges & Solutions:
Low towel stock → Called housekeeping
Unscanned members → Gave polite reminders
Slippery floor → Reported & placed caution sign

• Welcomed and supported members & guests at the gym

• Checked member access using ID card scanner

• Handled towel service: arranged clean towels, collected used ones, and requested refills from housekeeping

• Conducted hourly inspections for cleanliness, equipment safety, and guest comfort

• Managed facility bookings (via phone & walk-ins) and recorded them in the system

• Compiled daily usage report, including guest count, incidents, and actions taken

• Entered data accurately into Microsoft Excel

• Completed end-of-day closing: powered off all devices and returned four facility keys (Gym, Store, Pump Room, Drink Hut) to security

  
  

Tools Utilized:
ID card scanner, laptop, Excel sheet, telephone, towel shelves, facility keys, checklist, club booking system

📚 Application of UMK Hospitality Knowledge:

• Implemented guest handling & front office practices

• Followed SOPs for gym operations and facility care

• Developed reporting, admin, and communication skills

  
  

Challenges & Resolutions:

• Towel shortage during peak → Coordinated restock with housekeeping

• Members skipped scanning → Issued gentle reminders

• Greeted all members and guests warmly upon arrival and offered assistance as needed to create a welcoming atmosphere.

• Registered gym members by verifying their membership through ID card scanner.

• Managed towel, which included:

  • Preparing and arranging clean towels for daily use.

  • Collecting used towels and sending them for laundry.

  • Contacting the housekeeping department for towel replenishment when stock ran low.

• Conducted hourly rounding of the gym area to:

  • Monitor equipment safety and cleanliness.

  • Ensure member well-being and tidiness of the gym.

  • Reported any irregularities or equipment issues promptly.

• Handled sports facility bookings made via phone calls and walk-in requests:

  • Recorded all bookings accurately into the club's management system.

• Summarized daily operations into an end-of-day report, which included:

  • Member usage statistics.

  • Guest and walk-in data.

  • Observations and any actions taken.

• Input report data into Microsoft Excel for tracking and reporting purposes.

• Performed closing duties, including:

  • Turning off all lights, fans, air conditioning, TVs, and the laptop to conserve energy.

  • Returned four types of gym-related keys (Gym Door, Store Gym, Pump Room, Drink Hut) to the security office for safekeeping.

    
    

Equipment Used:

• ID card scanner

• Microsoft Excel & laptop

• Telephone (for bookings & communication)

• Towel storage shelves and laundry bins

• Gym equipment safety checklist

• Club management system

• Keys to gym facilities

  
  

Relevance to Theories and Practices Learned at UMK (Hospitality):

• Front Office Operations – Member check-ins, guest greetings, and record-keeping.

• Guest Relations – Practiced professional communication and proactive service.

• Facility Management – Monitored equipment safety and cleanliness.

• SOP Application – Followed proper opening/closing protocols and towel procedures.

• Administrative Skills – Accurate documentation, reporting, and data entry.

  
  

Issues and Challenges Faced:

• Shortage of clean towels during peak hours.

• Some gym users forgot to scan their cards at entry.

• Minor incident involving a guest reporting slippery floor near water dispenser.

  
  

Solutions and Actions Taken:

• Immediately contacted housekeeping for towel replenishment.

• Reminded unregistered members to scan their cards politely and professionally.

• Reported slippery area to maintenance and placed temporary caution signage to prevent accidents.

• Warmly welcomed members & guests, offering help as needed

• Verified active memberships using ID scanner at gym entry

• Managed towel service: arranged clean towels, collected used ones, contacted housekeeping for restock

• Carried out hourly inspections to ensure gym safety, cleanliness & equipment condition

• Recorded and handled sports facility bookings (walk-ins & calls) in the club system

• Compiled end-of-day report: usage data, guest count, and observations

• Entered report data into Excel for record-keeping

• Completed closing: powered off equipment and returned 4 types of gym keys (Gym, Store, Pump Room, Drink Hut) to security

Equipment Used:
ID scanner, laptop, Excel, telephone, towel shelves, laundry bins, gym safety checklist, club system, facility keys

Link to UMK Hospitality Knowledge:

• Applied Front Office & Guest Relations skills

• Followed SOPs in gym operations and towel handling

• Practiced real-time admin, cleanliness, and facility management

Challenges & Solutions:

• Towel shortage → Contacted housekeeping for urgent refill

• Members forgot to scan → Issued polite reminders

  
  

• Assisted service in outdoor & indoor dining areas

• Set up service stations at Golfer’s Terrace before opening

• Prepared condiments, sweeteners, table buzzers & no-smoking signs

• Checked table alignment & cleanliness

• Helped with mise en place before guest arrival

Equipment Used:
Service trays, clearing trolleys, condiments setup, no-smoking signs, utensils, napkin holders, water jugs, ice buckets, POS machine, sanitizer cloths

UMK Hospitality Link:

• Applied mise en place & service flow learned in class

• Practiced guest interaction & hygiene protocols

• Managed timing and teamwork during busy hours

Challenges & Solutions:
Handled 2 areas → Prioritized tasks
Time pressure → Worked with team for quick turnovers
Windy setup → Adjusted table settings
Guest rush → Communicated with supervisor for extra help

• Assigned to Fountain Terrace A-B

  Set cutlery based on dish type:

  • Salmon Fillet → knife & fork

  • Yuan Yang Noodles → chopsticks & Chinese spoon only

• Took orders, served meals, cleared tables

Equipment Used:
POS system, service tray, cutlery (forks, knives, chopsticks, Chinese spoons), clean cloths, guest bills

UMK Hospitality Link:

• Applied F&B service sequence & cutlery setup

• Strengthened practical skills in order taking, serving & clearing

Challenges & Solutions:
Cutlery variation → Learned by observing senior staff
New tasks → Asked team for guidance, adapted quickly

• Assigned to Golfer’s Terrace (outdoor section)

• Handled full service: table setup, order taking, serving, clearing, and takeaways

• Maintained condiments & cleanliness of dining area

• Rounding to the swimming pool area to clear used plates, cups and used cutleries.

• sent them trolley filled with used plates and cutleries to the steward area to be washed and cleaned.

Equipment Used:
Cutlery, condiment holders, POS system, wiping cloths, takeaway packaging, bill folders

UMK Hospitality Link:

• Practiced F&B service flow and mise en place

• Used POS system for order/payment handling

• Applied hygiene SOPs and guest service etiquette

• Managed takeaway standards and guest satisfaction

Challenges & Solutions:
Outdoor rush hours → Prioritized urgent tasks
Dine-in + takeaways → Prepped ahead when possible
Weather & guest flow → Stayed alert and communicated with team

• Cleared and cleaned tables after service

• Prepared mise en place for outdoor area

• Maintained hygiene standards

• Delivered newspapers from security to members

• Refilled condiments & topped up cutlery

• Took orders and provided guest service

• Placed smoking bowls at designated tables

• Disposed waste & sent used items to stewarding area

Equipment Used:
Clearing trolley, cutlery trays, POS system, polishing cloth, sanitizing spray, smoking bowls, newspapers

UMK Hospitality Link:

• Applied F&B service, guest handling & order taking

• Practiced hygiene, sanitation & waste management

• Strengthened time management and multitasking

Challenges & Solutions:
High guest turnover → Cleared efficiently
Waste handling → Sorted properly to avoid mix-ups
Balancing duties → Combined tasks (e.g. clearing + newspaper delivery)
Breakage risk → Stacked items with care

• Assisted service in both outdoor and indoor dining areas

• Prepared cutlery, condiments & side stations

• Delivered food/drinks efficiently to assigned tables

• Cleared and sanitized tables after guests

• Refilled water & removed used plates during service

Equipment Used:
Trolley, tray, silverware, napkin holders, sauce containers, beverage jugs, ice buckets, sanitizer, POS terminal

UMK Hospitality Link:

• Applied mise en place & service flow from practical classes

• Practiced guest service and hygiene SOPs

• Gained hands-on table turnover and team coordination experience

Challenges & Solutions:
Handled 2 areas → Prioritized tasks smartly
Short prep time → Worked closely with team
Wind issues outdoors → Adjusted table setup

• Supported service flow at both Outdoor and dining area

• Prepared cutlery setups, side stations, and replenished condiments

• Delivered food and drinks to assigned sections efficiently

• Bussed and sanitized tables after guest departure

• Refilled water and cleared used plates throughout service

  
  

Equipment Used:

• Trolley and tray for food running

• Silverware, napkin holders, sauce containers

• Beverage jugs and ice buckets

• Cleaning cloth, sanitizer spray

• Occasionally used the POS terminal for order checking

  
  

Relevance to UMK Hospitality Theories & Practice:

• Practical use of mise en place concepts learned in lab classes

• Applied customer interaction and service etiquette from Service Management course

• Real-life exposure to sequence of service and table turnover techniques

• Practiced hygiene SOPs and food safety knowledge from Hospitality Operations subject

  
  

Issues & Challenges:

• Handling two areas simultaneously during busy service

• Time pressure to clean and prepare tables quickly for next guests

• Lack of coordination during sudden rush hour

• Outdoor section had wind issues affecting table setup

  
  

Solutions & Actions Taken:

• Divided tasks smartly based on peak time flow

• Worked closely with colleagues to coordinate table turnover

• Adjusted table setup method to suit outdoor conditions

• Alerted supervisor early for backup support when needed

• I was assigned to Fountain Terrace section for service duty

• Performed full mise en place and table setup before guests arrived

• Refilled condiments, sugar bowls, and cutlery at all tables

• Replaced any missing crockery and glassware

• Took guest food and beverage orders and keyed them into POS

• Served meals and cleared tables efficiently

• Assisted as food runner during peak hours due to staff shortage

Tools Used:
POS system, service tray, cutlery, crockery, polishing cloth, sanitizer, condiment holders

Related to UMK Hospitality Knowledge:

• Applied F&B service sequence, mise en place, and guest handling skills

• Practiced teamwork, problem-solving, and professionalism under pressure

Challenges & Solutions:

• Short staff → Helped run food orders to support team

• Polished and sanitized teaspoons to ensure they were spotless and ready for service.

• Carefully arranged the cleaned teaspoons in their assigned stations for easy access during guest dining service.

• Focused on cleaning and organizing highball glasses, sanitized another 9 trays to maintain hygiene standards.

• Carefully wiped and arranged serving bowls and Chinese spoons to ensure cleanliness and order.

• Cleaned and stacked a large number of coffee cups in preparation for upcoming service.

• Assisted in front-of-house duties by welcoming guests with a friendly attitude.

• Guided guests to their tables while ensuring they were seated comfortably and courteously.

Equipment and Tools Used:

• Trays for transporting glassware and utensils

• Microfiber cloths and approved sanitizing liquids

• Cup racks and container bins for storage

• Guest seating charts or number tags

Relevance to UMK Hospitality Theories & Practices:

• Tasks reflected key aspects of Food & Beverage Service Operations, especially in mise-en-place and tableware handling.

• Applied concepts from Sanitation & Safety in Hospitality, emphasizing hygiene and cleanliness.

• Guest service duties mirrored lessons from Customer Service modules, focusing on professionalism and first impressions.

• Reinforced real-life application of service etiquette and teamwork as taught in practical coursework.

Issues and Challenges Faced:

• The repetitive nature of glassware cleaning led to physical tiredness and mental fatigue.

• Tight preparation time before service added pressure to complete all mise-en-place tasks efficiently.

Solutions and Actions Taken:

• Established a steady work rhythm to stay efficient and consistent with output.

• Took short breaks and drank water regularly to prevent exhaustion and maintain energy levels.

• Recalled university lessons on guest service and observed senior staff’s etiquette to improve performance.

• Cooperated with team members to share responsibilities and ease the workload.

• Wiped and sanitized several racks of coffee cups using Stenol sanitizing solution to maintain hygiene before service.

• Cleaned multiple racks of teaspoons, ensuring each was polished and arranged properly for guest use.

• Focused on mise en place by preparing essential tableware such as cutlery, cups, and glassware, ensuring all stations were fully stocked.

• Assisted with table setup, ensuring every place setting had the correct items, including napkins and glassware.

• Used cleaning cloths during the process and placed all used cloths into the loading bay area for proper washing and sanitization.

• Returned all cleaned and sanitized items (teaspoons, cups, bowls) to their designated racks, ready for service deployment.

  
  

  Equipment and Tools Used:

• Coffee cup and cutlery racks

• Stenol sanitizing solution

• Cleaning cloths and sanitizing tools

• Tray stands for mise en place

• Table setting tools (napkins, glassware, plates)

Relevance to UMK Hospitality Theories & Practices:

• The tasks carried out reflect practical knowledge from Food & Beverage Service Operations, particularly mise en place and hygiene standards.

• Sanitation practices align with theories from Sanitation and Safety in Hospitality, especially the correct use of food-safe chemicals like Stenol.

• Table setup and guest preparation support learning outcomes from Customer Service in Hospitality, focusing on presentation and guest readiness.

• Efficient workflow and teamwork mirror Operational Management strategies taught in practical and theoretical classes.

Issues and Challenges Faced:

• Repetitive cleaning tasks led to physical strain and required high concentration to maintain quality.

• Limited time before peak service hours created pressure to finish mise en place and setup efficiently.

Solutions and Actions Taken:

• Developed a consistent cleaning rhythm to manage large volumes quickly while maintaining hygiene standards.

• Collaborated with teammates to divide responsibilities and reduce stress.

• Applied knowledge from university modules to stay focused on quality, efficiency, and teamwork.