• Learned how to handle incoming calls (both internal and external) and the proper way to communicate with customers
• Trained to take down customer details accurately during each call, including name, date, number of pax, and type of request
• Assigned to handle Ramadan buffet reservations from 5–27 March, as the hotel was receiving high call volumes during the Ramadan period
• From 9.00 AM to 3.00 PM, responsible for attending buffet booking calls, explaining available packages, and recording reservations clearly
• This experience helped build my confidence and improved my communication skills in a real work setting

• Introduced to Ramadan buffet promotion materials used by the Sales Department
• Assisted in handling and distributing the official Ramadan buffet flyer to walk-in guests and through email enquiries
• Learned how the flyer highlights key information such as price menu highlights time and contact details
• Observed how the sales team used the flyer to promote the buffet package to potential customers
• Gained insight into how marketing tools are used to attract guests and support the booking process

• Recorded buffet bookings in the Ramadan logbook for easy daily reference
• Updated guest details such as name contact number date and number of pax
• Ensured all handwritten records were neat and accurate for smooth coordination with F&B team
• Observed how the logbook helped monitor booking trends and guest flow
• Learned the importance of proper documentation especially during high-demand periods

• Recorded all customer details in the Ramadan booking logbook
• After 3.00 PM the completed logbook was submitted to the F&B Department for their preparation and setup
• Before submission calculated the total number of bookings for the day
• Transferred the total pax into the Ramadan Chart in Excel as part of the daily tracking process
• Learned the importance of accurate reporting between Sales and F&B teams for smooth operations

• Continued receiving Ramadan buffet reservations and submitted the updated Ramadan Log Book to the F&B Department before the end of the shift

• Had Iftar at the hotel with the Sales Coordinator and other staff members

• After Iftar, assisted the F&B team in clearing the tables after guests finished their meals

• This experience allowed me to understand the exhaustion and hard work that F&B staff go through. It was a new experience for me, giving me a deeper appreciation for the efforts of the F&B team

• Learned how to update the Ramadan Chart using Microsoft Excel
• Entered data including total pax, company name, and remarks
• Cross-checked the logbook with the chart to ensure accuracy before sending it to relevant departments
• Helped stamp and prepare Ramadan buffet meal vouchers for confirmed group bookings
• Understood the importance of accurate data and documentation for smooth coordination between departments

• Referred to the updated buffet Ramadan menu to assist with customer enquiries over the phone
• Menu details were written on paper for quick reference at the workstation
• Informed guests about the available dishes when they asked about the menu during booking calls
• Checked regularly with the F&B team to ensure the menu information was up to date
• This helped avoid miscommunication and ensured accurate information was shared with guests

• Handled the final round of Ramadan buffet booking calls from customers
• Notified guests that it was the last day for reservations
• Updated the Ramadan logbook and ensured all details were complete and accurate
• Finalised and submitted the updated Ramadan Chart (Excel) to the F&B team for preparation
• Felt a sense of completion after successfully handling buffet bookings throughout the Ramadan period

• Learned how to update the daily forecast chart based on bookings
• Guided by Puan Azima on how to send the updated forecast via email to relevant departments
• Informed that if the Sales Coordinator is absent I will be responsible for submitting the forecast update
• This task is part of the Sales Department’s daily routine and must be completed before the end of the day
• Referred to a video recording during the session as a future guide

• Updated the April forecast chart with the latest booking information for the day
• Inserted the current date and booking data into the chart to ensure all details were up to date
• Saved the updated version with the correct file name and date for team reference
• Checked all entries to make sure they matched the logbook before saving
• This task helped maintain accurate and organised records for April’s forecast

• Completed new tasks assigned for the day, including reviewing and updating the forecast for future bookings and events

• Ensured all new reservations and updates were accurately added to the forecast for the coming months

• Double-checked all details and made sure everything was up-to-date before leaving for the day

• Learned how to prepare my first quotation for a customer enquiry
• Briefed on the format and important details to include such as company name, date, pax, package type, and total amount
• Referred to previous quotation samples as a guide
• Taught how to use the hotel’s official template to maintain consistency
• Understood that quotation is sent to the customer before confirmation and EO is prepared

• Assigned to prepare signage for an upcoming event using the hotel template
• Included key details such as event name, company name, date, and room location
• Printed and placed the signage at the entrance of the assigned function room
• Ensured the signage was clear and positioned where guests could easily see it
• Learned the importance of proper signage in helping guests find their event smoothly

• Revised an existing Event Order (EO) on the day of the event due to last-minute confirmation
• Double-checked all details such as date, time, pax, menu, and setup style before submission
• Coordinated with the Sales team to ensure accuracy and updated information
• Submitted the EO to all involved departments for their immediate action and preparation
• Learned how to handle urgent EO cases and the importance of fast, clear communication between departments

• Assisted Puan Azima (Sales Coordinator) in updating the report for last month’s banquet invoices
• Helped prepare the sales forecast using data from previous invoices
• Updated forecast details for upcoming bookings and events, ensuring accuracy
• Prepared and sent out a quotation for a company requesting an event booking
• Coordinated with the Sales Department to confirm all necessary information before submission
• Reviewed and emailed the final quotation to the client, ensuring it matched their request

• Studied available seminar rooms, package types, and pricing as part of training
• Referred to detailed notes on room names, capacities, levels, and types of seminar packages offered
• Learned the difference between residential and non-residential packages
• Memorised key information to assist customers more confidently during event inquiries and bookings
• This task helped me better understand the products offered by the Sales Department

• Received a request from a client regarding a company meeting event booking

• Collected necessary details such as event date, number of participants, F&B requirements, and meeting room setup

• Prepared a quotation using the hotel’s official template

• Reviewed pricing and terms & conditions before sending the quotation via email to the client

• Got feedback and approval from my sales coordinator, Puan Azima

• Took photos of the event room setup for a company’s Hari Raya celebration
• Photos were sent to Mr. Rofha (Sales Manager) to be shared with the client for event confirmation and updates
• Ensured the room was clean and setup was ready before taking the photos
• Learned how photos are used as part of communication with clients to show real-time updates
• This task helped me understand the importance of visual presentation in event coordination

• Waited for event confirmations and followed up with the company for updates

• Prepared the grand total for the report and reminded the team about today's events

• Created a forecast with charts for upcoming events to be shared with relevant departments

• Handled customer calls regarding seminars, addressing inquiries about bookings

• Updated the forecast with confirmed events and cancellations to avoid overlap with other departments

• Helped prepare the promotional caption for the Earth Day poster under the guidance of the Sales team
• Focused on writing short and engaging sentences to highlight the hotel’s Earth Day message
• Ensured the caption aligned with the hotel’s theme and visual design of the poster
• Learned how to craft marketing messages for campaigns and seasonal promotions
• Continued routine tasks including forecast updates and document filing

• Prepared event signage using the hotel’s template and printed for display at the function room
• Checked and updated the forecast chart with latest booking and cancellation info
• Reviewed Event Orders (EO) to ensure all information was correct and up to date
• Reorganised files and documents for easier reference by the Sales team
• Repeated daily tasks as usual

• Updated monthly event and booking forecast to ensure all information was accurate and well-organised
• Drafted and submitted a quotation including event name, date, time, pax, and setup details
• Collaborated with the Sales team to review and finalise the quotation before sending it to the client
• Joined a farewell dinner with the Sales team as part of my last day in the department
• Grateful for all the guidance and experience shared throughout my time in Sales

• Reported to the F&B Department and was assigned to Gelombang Café for training
• Briefed by the supervisor on daily routines, hygiene SOP, and staff responsibilities
• Introduced to the layout of the café including buffet area, beverage counter, service station, and dish drop zone
• Observed how the team prepared the buffet setup and handled guests during breakfast service
• Assisted with basic clearing and learned how to properly wipe and reset tables

Internship Location: The Qamar Hotel, Lot 473, Kampung Cacar, 23100 Paka, Terengganu
Duration: 17 March – 6 July 2025 (16 weeks)
Department: Sales, F&B, Housekeeping, Front Office

• My first task in the F&B Department was to wipe and clean glasses, cups, and cutlery delivered by the stewarding team
• Focused on making sure all items were spotless and dry before being arranged at the service station
• Learned the importance of cleanliness and hygiene in food service, especially when handling items used by guests
• This task helped me understand how F&B operations begin with proper preparation behind the scenes

• Started assisting with clearing tables after guests finished their meals during breakfast service
• Learned how to top up cutlery, bowls, and plates at the service station
• Helped reset tables with proper arrangement to prepare for the next guests
• Understood the importance of speed, neatness, and teamwork in maintaining service flow
• Helped staff reorganize clean cutlery from the stewarding area for the next service
• Maintained cleanliness of the dining area and assisted in minor lunch preparation

• Reported for morning shift and continued assisting with breakfast service
• Cleared tables, refilled cutlery and cups, and helped reset dining area for next guests
• Maintained cleanliness at the buffet and ensured smooth guest flow during peak breakfast time
• Joined the staff Hari Raya celebration during lunch break
• Celebrated with the team and experienced the hotel’s internal staff appreciation culture

• Assisted in breakfast duties including topping up remaining items and attending to last-minute guest needs
• After 10:30 AM, cleared the buffet area once the HODs had finished their meals
• Wiped buffet counters, removed empty food trays, and cleaned beverage station
• Helped the team set up for the lunch buffet, including placing cutlery, plates, and rearranging serving equipment
• Learned how to transition smoothly between meal periods in the café

• Assisted in wiping clean plates and bowls delivered from the stewarding section
• Focused on keeping all items spotless and free from watermarks before arranging them at the buffet station
• Ensured proper stacking and neat presentation, ready for lunch service
• Learned the importance of cleanliness and presentation in every step of service preparation

• Started the morning by clearing tables and restocking items such as cutlery, cups, and plates during breakfast service
• After breakfast ended, helped clear the buffet line and wiped all equipment
• Ensured everything was cleaned thoroughly and returned to its proper place
• Re-arranged the buffet setup for the next day since there was no lunch buffet scheduled
• This task helped me understand the full closing and resetting routine for breakfast operations

• Referred to the daily breakfast report which listed guest names and company groups
• Used the report to identify guest arrangements and assist in table setup and meal preparation
• Learned how this document helps the F&B team coordinate service smoothly, especially during group bookings
• Observed how headcount and company info are matched with buffet preparation

• Arrived during a busy lunch buffet service and observed the full dining area in use
• Assisted the team by topping up essential items such as plates, cutlery, cups, and serviettes
• Ensured the buffet line was well-stocked and clean throughout the peak period
• Learned how to respond quickly to guest needs and support smooth buffet operations
• Continued with clearing tasks once lunch ended and helped reset for the next day

• Helped with full table setup for group steamboat dinner, including bowls, chopsticks, burner, and condiments

• Ensured guests were comfortably seated and basic equipment was ready for use

• Observed how staff managed food top-up requests during peak hour

• Cleared tables and cleaned steamboat pots after guests left

• Reported for evening shift at Gelombang Café

• Cleared buffet lunch setup: collected used plates and wiped buffet counters

• Wiped clean spoons, forks, and bowls from stewarding and arranged them at the side station

• Assisted with breakfast setup for the next day: arranged plates and glasses at the designated station

• Ensured overall cleanliness of café area before closing

• Started the morning by assisting with final breakfast preparations before guests arrived
• Checked buffet layout to ensure all food items were in place and presentation was neat
• Helped top up plates, cutlery, and beverages at the buffet counter
• Observed the flow of guests and supported the team during peak breakfast hours
• Learned the importance of timing and readiness during early morning service

• Arranged plates, cups, and cutleries for breakfast buffet

• Monitored drink containers and wiped the beverage counter regularly

• Cleared used dishes from guest tables during breakfast

• Waited until HOD finished their meal before starting lunch setup

• Helped prepare the lunch buffet: arranged plates, wiped food tags, and checked utensil placements

• Collected and organised clean cutleries and bowls from stewarding area

• Ensured buffet area remained tidy and food trays were aligned properly

• Supported team with breakfast layout by placing tongs, soup bowls, and checking table arrangements

• Carried clean utensils from stewarding and placed them at designated stations

• Monitored guest tables during breakfast and assisted in quick turnover for incoming guests

• Wiped buffet counter and checked serving utensils for cleanliness

• Assisted with general lunch setup and maintained tidiness of service area

• Assisted in handling manual bookings for breakfast/lunch guests
• Recorded guest name, contact number, total pax, and time of arrival in the booking log
• Learned the importance of writing clearly and organising information for team reference
• This helped ensure smooth preparation and accurate table arrangement for incoming guests

• Carried and wiped clean spoons, forks, and plates from stewarding area

• Assisted in breakfast clearing and kept the drink station clean and organised

• Observed floor staff communicate with kitchen for top-up requests during peak time

• Helped reset dining area for lunch and ensured cutlery trays were complete

• Assisted during lunch buffet service by monitoring the buffet line and ensuring it stayed clean and organised
• Helped refill trays, arranged serving utensils, and checked drink stations
• Supported the team with clearing tables and resetting the dining area after peak lunch hours
• Learned to stay alert and proactive during busy meal periods

• Learned how to key in à la carte menu orders into the system under staff guidance
• Practised selecting the correct menu items, quantity, and table number
• Observed how orders are sent directly to the kitchen once keyed in
• Understood the importance of accuracy to avoid confusion or wrong orders
• This task helped me become more familiar with the digital ordering process

• Assisted with breakfast as usual and cleaned guest seating area

• During lunch, observed and helped with ala carte dining service

• Carried meals to guest tables and referred to the ala carte menu for better understanding

• Supported team in maintaining clean service flow during order-based lunch

• Assisted in resetting the breakfast buffet area in preparation for the next morning
• Refilled and arranged clean plates, bowls, and cutlery at the buffet station
• Helped wipe down buffet counters and check food labels and serving equipment
• Ensured the overall layout was neat, clean, and ready for guest service the following day

• Performed regular breakfast and lunch support duties

• Observed hotel’s promotion: “Pakej Santai Bira Kolam” launched for families

• The package offers a buffet lunch and free pool access for RM35 per family

• Menu included local dishes suitable for family dining

• Completed my final day in the F&B Department with the usual task of wiping clean spoons, plates, and bowls
• Ensured all items were dry and ready for the next service
• Truly grateful for the guidance and support from my F&B supervisor throughout this journey
• This experience has taught me the value of discipline, hygiene, and behind-the-scenes teamwork in food service

• First day reporting to the Housekeeping Department

• Briefed by Encik Saiful on basic housekeeping procedures and cleaning standards

• Took fresh linen (bed sheets, pillowcases, towels) from the linen room and placed them into the housekeeping trolley

• Observed and learned how to arrange items neatly on the trolley before heading out to clean rooms

• Assigned to follow the staff to guest rooms scheduled for cleaning that day

• Got introduced to the standard procedures before entering the room (knock, announce, and check occupancy)

• Followed senior staff for daily cleaning of check-out rooms

• Helped strip beds and place fresh linens and learned step-by-step bed making process from housekeeping staff

• Started by removing used linen and checking mattress condition

• Spread fitted sheet smoothly, followed by flat sheet, blanket, and duvet cover

• Learned the correct way to tuck corners and align pillows properly

• Ensured the bed looks neat, symmetrical, and guest-ready

• Guided by housekeeping staff on how to properly clean and disinfect the toilet bowl using the correct brush and cleaning solution

• Learned to apply toilet cleaner inside the bowl and under the rim, then brush thoroughly before flushing

• Cleaned the shower area including the walls, floor, and fixtures to remove water stains and soap scum

• Ensured the water hose, drain, and handles were wiped dry and shining

• Final check: No visible stains, dry floor, and fresh smell

• Learned and identified common housekeeping codes used in hotel operations

• Assisted in cleaning CO and OD rooms under supervision

• Monitored linen usage based on room status and reported to the linen room

• Began understanding coordination between Front Office and Housekeeping for room status updates

• Assisted in preparing a Vacant Clean (VC) room – a guest room that is clean, empty, and ready for check-in

• Double-checked room setup including neat bed arrangement, clean floor, and well-placed amenities

• Ensured prayer mat, towels, bottled water, and toiletries were properly arranged

• Bathroom inspected for cleanliness, dry surfaces, and complete supplies

• Final check was done before informing Front Office that the room is ready

• Assisted in replenishing guest amenities such as shower gel, shampoo, dental kits, and mineral water

• Arranged items in guest rooms according to hotel standards (towel fold, pillow alignment)

• Wiped glass surfaces and checked minibar for restocking or leftover items

• Observed teamwork between room attendants and floor supervisor for room inspections

• Learned the proper placement of amenities in a VC (Vacant Clean) room

• Bedside table: phone, notepad, and pencil arranged neatly

• Prayer mat folded and placed near the iron and laundry bag in the wardrobe

• Desk area: remote and info cards placed properly, dust-free

• Drawer: Holy Quran arranged flat and clean

• Wardrobe: yukata hung neatly, ironing board folded at the side, slippers placed facing out

• Participated in light duty cleaning alongside the team

• Focused on wiping and removing stains from guest room doors and handles

• Used proper cleaning cloths and approved chemicals for surface sanitation

• Ensured cleanliness of frequently touched areas to maintain hygiene standards

• Helped organize and restock housekeeping trolley with essential supplies

• Arranged items like toilet rolls, soaps, mineral water, and clean towels in proper compartments

• Learned the importance of keeping the trolley clean, organized, and fully equipped before servicing rooms

• Referred to the daily housekeeping room status report before starting room assignments

• Understood room codes such as VC, VD, OD, OOO (Out of Order), and CO

• Matched report with actual room conditions and highlighted discrepancies to supervisor

• Observed how room allocation is managed and updated based on real-time housekeeping progress

• Observed how to properly fold a prayer mat (sejadah) before placing it in the guest room

• Guided by housekeeping staff on maintaining neat and tidy presentation

• Learned to fold it symmetrically to ensure it looks clean, compact, and organised

• This task is part of the standard room setup procedure for all guest rooms

• Assisted housekeeping team with the monthly linen inventory for Level 3

• Checked the quantity of linen items in each room: bath towels, face towels, bed sheets, pillow cases, blankets, etc.

• Marked missing or extra items on the inventory sheet

• Helped ensure all rooms are well-stocked and consistent with hotel standards

• Observed and assisted the housekeeping team in separating clean linens by type: towels, bedsheets, pillowcases

• Transferred fresh items into respective sections of the housekeeping trolley for daily use

• Ensured all linens were properly folded and handled with care to maintain hygiene

• Understood linen rotation and how cleanliness is maintained from laundry to room delivery

• Learned how to arrange clean linen in the housekeeping trolley properly

• Towel, bathmat, pillow case (PC), and bed sheet were folded and stacked neatly

• Each item has its own section to ensure easy access during room cleaning

• Cleanliness and order must be maintained at all times to avoid contamination

• Assigned to clean multiple CO (Check-Out) rooms with guidance from senior staff

• Carried out complete room servicing: changing linens, dusting, mopping, and bathroom sanitizing

• Double-checked minibar and drawers to ensure nothing was left behind by previous guests

• Final inspection conducted by floor supervisor before releasing room for next check-in

• Assigned to clean and mop corridor floors on designated guestroom levels

• Used mop and cleaning solution to remove stains, dust, and maintain shine on tiled surfaces

• Ensured floor was properly dried to avoid slip hazards

• Maintained cleanliness of public area outside rooms to uphold guest experience standards

• Helped perform basic room cleaning including making beds, wiping surfaces, and refilling guest supplies

• Paid attention to detail when arranging amenities such as toiletries, water bottles, and tissue boxes

• Observed daily inspection routine by supervisor to ensure rooms met hotel cleanliness standards

• Practiced safe handling of cleaning chemicals and materials during duty

• Participated in team cleaning of multiple check-out rooms (CO)

• Focused on changing bed linens, restocking bathroom supplies, and dusting all surfaces

• Paid close attention to mirror and glass cleaning to ensure streak-free finish

• Supported other team members in completing assigned floors before guest check-in time

• Assigned to deep clean guest bathrooms as part of scheduled spin cleaning

• Focused on scrubbing toilet bowls, sinks, bathroom floors, and wall tiles using manual tools

• Used appropriate cleaning chemicals to remove stains and disinfect all surfaces

• Ensured bathroom was dry, odor-free, and ready for guest use after final wipe-down

• Assigned to assist in cleaning a suite room

• Focused on vacuuming tiled floor areas, especially under the bed and around furniture

• Removed dust, hair, and small debris to ensure cleanliness throughout the room

• Helped prepare the suite for upcoming guest check-in by following premium room standards

• Assisted in cleaning check-out rooms alongside housekeeping team

• Focused on basic room tasks such as bed making, floor sweeping, and arranging amenities

• Ensured bins were cleared and towels replaced with fresh sets

• Supported in completing assigned rooms on time for inspection

• Swept and mopped the corridor floor as part of daily housekeeping task

• Used proper technique and tools to ensure floor is clean and dry

• Made sure the area is safe and ready for guest use after cleaning

• Helped clean several VD (Vacant Dirty) and CO (Check-Out) rooms

• Swept and mopped room floors, cleaned bathroom sinks, and replaced used towels

• Checked and restocked guest amenities like water bottles, soap, and toilet rolls

• Ensured rooms were ready for inspection and updated status with supervisor

• Assisted in restocking and arranging the coffee & tea corner in guest rooms

• Ensured cups, teaspoons, electric kettle, sachets of coffee/tea, and mineral water were neatly placed

• Checked expiry dates on beverage items and wiped the tray area for cleanliness

• Followed hotel standards for presentation and symmetry of setup

• Last day of rotation in the Housekeeping Department
• Assigned to assist with wiping walls in the corridor area as part of routine cleaning
• Focused on removing smudges, handprints, and dust to maintain a clean and tidy appearance
• Grateful for the experience and guidance received throughout this rotation

• I received the duty roster from the supervisor

• I was introduced to the Front Office Training Task for Beginner list which outlines basic responsibilities and learning goals

• Briefing was given about the Front Office operations including the functions of Reception and Reservation

• I was shown the layout of the Front Office area including the reception counter, lobby, luggage room, and back office

• I was reminded to always maintain a positive image and follow grooming standards when on duty

• I learned about the different room types offered at the hotel, including their features and rates

• There are three main room categories:

  Deluxe Room, Executive Suite – available with Parking/Pool View

  Chalet – available with Garden/Beach View

• The Front Office staff explained how room categories and views affect pricing and guest preferences

• I was taught that room rates vary depending on the room type, view, and guest category (walk-in, corporate, or group)

• The Front Office staff also explained the difference between rack rates (standard listed prices) and special discounted rates offered during promotions or for loyal clients

• Understanding room pricing is important when handling guest inquiries, reservations, and recommending upgrades

• I learned about standard room rates based on guest category: Corp A, Corp B, and Corp C (Walk-in/FIT/OTA/TA)

• Prices differ depending on room type, view, and guest category.

• Corp A (Petronas & Govt): Deluxe from RM296, Suite from RM460, Chalet from RM326

• Corp B (Other companies): Deluxe from RM316, Suite from RM480, Chalet from RM348

• Corp C (Walk-in/FIT): Deluxe from RM348, Suite from RM500, Chalet from RM378

• Staff use a rate reference file to ensure accurate pricing during bookings

• Today, I learned how to properly pick up and handle phone calls, including how to identify whether the call is internal (from hotel rooms or other departments) or external (from outside guests or companies)

• The staff guided me on the correct telephone script, tone of voice, and etiquette to ensure professional communication

• I also learned how to check room availability using the manual reservation system stored in an Excel format on the PC

• By using this file, I was able to check whether the hotel was fully booked or still had rooms available on specific dates

• Today, the senior Front Office staff taught me how to take guest bookings using the booking slip

• I learned how to record guest details manually such as name, contact number, check-in/check-out dates, number of rooms, and room type

• After filling in the booking slip, I was guided on how to key in the reservation into the system to ensure it is recorded and updated properly

• This process helps in keeping both manual and digital records for better accuracy and reference

• I learned about the full check-in procedure for guests at the Front Office

• The process includes greeting the guest, verifying their reservation, checking IC or passport, collecting deposit or payment, and confirming room details

• I was taught how to assign a room, issue a keycard, breakfast voucher and update the system to reflect the check-in status

• After completing the check-in, I had the opportunity to assist guests to their rooms, especially for chalet or executive suite

• This includes helping with luggage, showing them the way, and explaining basic room features

• The experience helped me understand the importance of hospitality, attentiveness, and guest satisfaction from the moment they arrive

• I learned about the different types of payment methods accepted at the hotel

• The payment types include cash, credit/debit card, QR payment (such as DuitNow or TnG), and LOU (Letter of Undertaking) for corporate or government bookings

• The staff explained how to record each payment method in the system and how to issue the appropriate receipts

• I also learned how to verify card transactions and ensure QR payments are successfully received before confirming the check-in

• I learned about the check-out procedure for guests

• The process begins by verifying the guest’s identity and checking the room folio to ensure all charges are accurate

• I was taught to make sure the folio is balanced (zero balance) before proceeding with check-out

• If there are any pending payments, the guest must settle them before leaving the hotel

• Once payment is confirmed, I learned how to update the system, record the check-out time, and collect the keycard

• This process ensures smooth departure and proper record-keeping for the Front Office

• Today, I learned how to handle and record additional charges in the guest folio

• The Front Office staff explained the types of extra charges that may apply during a guest’s stay

• I was shown how to check supporting documents (laundry slip, F&B receipt) before entering any charges

• The correct procedure involves:

  • Open the guest folio in the system

  • Select the appropriate charge code

  • Key in the amount and description

• I also learned to communicate clearly with guests if they request a breakdown of their folio charges

• Today, I was assigned to observe and assist at the gift shop that located near the Front Office

• I learned how to record guest purchases, including the item name, quantity, and total price

• Every transaction must be recorded in the purchase record book/manual logbook for daily sales tracking

• I was also taught to check and record the payment method, which includes:

  • Cash

  • Qr

  • Room charge (if guest requests to bill it to their room folio)

• For room charge, I was guided to:

  1. Verify the guest name and room number

  2. Get the guest’s signature on the purchase slip

  3. Forward the signed slip to Front Office to be recorded in the guest folio

• The process taught me the importance of accurate documentation and clear communication with guests to avoid billing errors

• Today, I learned how to prepare breakfast vouchers for arriving guests

• The Front Office staff taught me to check the guest’s reservation details to confirm if breakfast is included in their package

• The correct steps to issue the breakfast voucher:

  1. Guest name, room number

  2. Write the dates of breakfast based on their stay

  3. Indicate the valid breakfast time (6.30 AM – 10:30 AM)

  4. Stamp and sign the voucher before handing it to the guest during check-in

• These vouchers help the F&B department verify guest eligibility during breakfast service

• I also learned the importance of ensuring accuracy and neat writing to avoid confusion at the restaurant

• Today, I learned how to handle guest belongings that were left behind after check-out

• The staff guided me through the Lost & Found procedure, which includes:

  1. Logging the item in the Lost & Found record book with details such as date, room number, item description, and who found it

  2. Labelling the item properly and keeping it in a secure place

  3. Storing the item in the luggage room, which is designated for Lost & Found items

• I was also briefed on how long items are kept and the proper steps if a guest calls to claim back their item, including verifying their identity

• This procedure taught me the importance of being honest, detailed, and careful in handling guest property to maintain the hotel’s integrity and professionalism

• I learned the importance of using the Front Office logbook to record daily events and updates

• Every cancellation, amendment, walk-in guest, special request, or any unusual incident during the shift must be clearly written in the logbook

• The purpose is to ensure smooth handover between shifts and to keep a proper record for future reference

• This practice helps maintain clear communication, avoid confusion, and ensure accountability in daily operations

• Today, I learned how to handle guest complaints related to room issues such as air-conditioning not working, missing amenities, and other inconveniences

• I was guided to listen calmly, apologize sincerely, and record the complaint clearly in the communication log

• After recording, I learned to inform the relevant departments (Maintenance, Housekeeping) immediately for follow-up action

• This experience taught me the importance of responding professionally to guest concerns, acting quickly to solve problems, keeping accurate records for monitoring and follow-up

• Handling complaints efficiently helps maintain guest satisfaction and improves overall service quality

• Today, I learned how to handle group check-in and check-out procedures.

• The process is different from individual guests, as it involves handling multiple rooms and guests under one group booking.

• I was taught to:

  • Refer to the rooming list provided by the group leader or organizer

  • Prepare keycards and breakfast vouchers in advance for all rooms

  • Coordinate with Housekeeping to ensure all rooms are clean and ready before group arrival

  • Assist in distributing keycards and guiding group members during check-in

• During check-out, I learned to:

  • Check all room folios to ensure charges are correct

  • Handle group payments, whether in bulk or individual settlements

• This experience helped me understand the importance of coordination, speed, and accuracy when dealing with large groups

• Today was my final day of industrial training at the Front Office Department

• I completed my duties as usual and also helped with guest check-out procedures

• After that, I had a small farewell session with the HR Department and my supervisor from the Front Office

• This journey has taught me a lot about professionalism, teamwork, and guest service, and I will always value the experience