After lunch, we had appointed own department within the internship period and I had being appointed to the Front Office Department as well. I had met and talked with the Front Office Manager, Mr. Patrick Cheah before reported to my position. He was very friendly and kind enough to share his experience to me.

Today, I had learnt some information about the categories of hotel rooms and introduction to the system. It was quite interesting for me since it was a really something new that I did not touch as well before this.

PS: It was too rushing for the whole day, and here was the only picture that I took for the day. The hotel outlook was really big and attractive and actually it made me tired to walk around there! XD

In the club lounge, the guest will be provided with the finest breakfast buffet and there were staffs ready to serve and fulfill their requests. I had been assigned to make sure that guests’ requests were be responded and then also helped to clean up the food bar after the breakfast session.

After that, I had followed the concierge staffs to learn some information in the bell service counter. In the bell service counter, the staffs were responsible for helping the guests to carry the luggage and belongings, provide information, and book the shuttle service which provided by the hotel as well as book the taxi for them. There was a schedule which listed out the entire drop off and pick up time at the certain destination such as Penang International Airport, Queensbay Mall, City Centre and so on. 

In the afternoon, I was backed to the front desk and learned to use the hotel check-in and check-out system. I had followed to the senior staff who really patience and being kind to share the knowledge and information with me. Through the step-by-step teaching, I hoped I am able to handle the job as well when I was assigned to do it by my own afterwards.

Besides that, I had also learned about how to enter code into the key cards. When enter code onto the hotel key cards, there needed to identify the different cards for using. For instance, there were two types of card which included silver key card for main block’s hotel room and the gold key card for north block’s hotel room. Something that needed to pay attention when the room number consisted number 58, 68 and 78, the key cards should be had a small hole since the system was some problem and it was a way to access it as well.

During the duty, it was happening system down problem in the afternoon. First of all, it was starting offline from the printers, laptops and then lastly to the telephone as well as internet devices in the front desk and affected to guests’ connecting. The management was worked efficiently as they took a very fast action to contact the maintenance to fix the problem. Other than that, there was another back-up plan for the front desk to handle the operation for guests’ check-in or out. For instance, the office was printing out all the guests’ check-in and check-out list, room status and high balance. It will be a manual handwork when the guests were coming for any requests. 

Luckily, all the systems in the front desk were recovered within a long period and the internet connecting for the guests was back to stable. 

It was one of the quotes that came out from the senior in front desk. I thought it was really made sense and I believed that who was being a hotelier will be understand and agree with it.

Today, I was assigned to do the bucket list check for the guests’ registration card. By followed the in-house guests list, I needed to check whether the bucket was consists some expired registration card that the guests already check-out or not. If there was left checked out registration card, it should be take out and put it as recycle items as well.

And then, I also took some time to follow the Guest Relation Executive (GRE), Ms. Laila to visit and recognize each of the function room in the hotel. I needed to know the direction and also the name to ensure that I was able to point out the accuracy direction to guide the guests when they were asking about it. 

Besides that, I also took duty in the club lounge afterwards. In the lounge, I was assigned to fold the napkins and assist to set up the food bar for cocktail session in the evening. It was recalled my memories about the moment that I learned to fold napkins in Basil Leaves UMK with the teammates, the most memorable moment as well.

PS: Happy Thaipusam to who are celebrating the day!! Although no holiday for me today, but it had been informed that we can replace public holiday on another days once applied with the HR department. Hooray… XD

As usual, I was followed to the seniors who taught me for using the system to operate the guests’ check-in and check-out. Besides that, they also taught me how to post the LIMO bill which the taxi services that need to charge to the guests. Every details and information should be key in clearly and accurately to avoid any dispute and misunderstanding.

Furthermore, I was also assigned to pick up the phone by today. The moment I picked up the phone, I had to greeting and introduce myself to the person who on the line. Just like, “Good Afternoon, Front Office. This is Chloe, how may I assist you?” 

I had picked up a phone from the account department who was finding Mr. Sharihan, Front Desk Assistant to print out the payment details of a certain customer. But then I forgot to ask the staff’s name and it took some time to pass the document to the person. It was the mistake that I did and I should always remind myself from doing the mistake again in the future time. Every detail, request and information that guests or staffs from the other departments was important and it had to note down as well for further operation.

PS: Today was the 15th day of Chinese New Year, Hotel Equatorial Penang offered a Chap Gor May Festival which offered some festival foods and beverages for all of the hotel staffs in the staffs’ canteen. Besides that, decoration and new year music was a must to enhance the atmosphere to the staffs who dining in the canteen.

For the Day 11 as today, we were going to understanding core value number 3 which was the Dynamism. It was talking about the desire to always learn and to improve. Besides that, the desire to learn will be the foundation on which we will develop ourselves to improve in our work and in our lives. We were committed to participating actively in all learning programs offered and will support and coach one another to develop and to grow in our area of work. It was really supportive and it should always be “don’t give up and keep learning”.

Today, I was appointed to do guests’ check-in by my own. It was really tension since there must not be a mistake on it. But overall was considering as fine and I will still keep it up to learn and practice. Other than that, I was also participated the briefing session among Front Office Department’s staffs in the afternoon. It was a briefing to inform and give alert to all front office staffs about some important issues such as VIP arrivals, events happening, guests’ problem and so on. And the morning shift’s staffs will update important messages among the guests and operation to the afternoon shift in order to follow up as well.

Time flies fast and it was already one week for my intership. There was another 15 weeks waiting for me. Keep it up!

PS: Today was having two big events in the ballroom. Matahari Ballroom held the wedding of Mr. Patrick Loh and Ms. Rachel Ooi while Grand Ballroom was having the annual dinner by LTS Lorry Company.

There was a short briefing with morning shift’s colleague and duty manager to note down the important issues that needed to pay attention before start my duty. Basically, afternoon shift will take operation for guests’ check-in mostly and there were 79 guests who expected arrival to check-in the hotel after 3 p.m. onwards. There was going to be a busy time at all!

I had started to assist the guests for check-in without guidance. At the moment, I needed to confirm the type of room, number of staying and also authorize a room deposit to the guests’ credit card or visa card and lastly encode the room keycard as well as explained the Wi-Fi connection and breakfast information if they were entitled to it. Moreover, I had also learned how to authorize a credit card for four rooms together as well. Clear information should be stated in the system as a reference for the others staffs and operators.

It was really a busy day but then it gained me rich on my practical and knowledge as well. I hope the rest of the days should be fine and everything goes smooth. Fighting!!

It was another busy day for the hotel and F&B industry. In Hotel Equatorial Penang, F&B industry was having a busy day which The View Restaurant and Kampachi Restaurant were full booking while the others two, Nada Lama and Golden Phoenix were also served with lots of guests for valentine dinner. Others than that, it was also full occupancy for the hotel rooms as there was no more Deluxe King Room for selling.

Same as yesterday, I had assigned to do guests’ check-in in the front desk. Besides, I also assisted the senior to update guests’ information according to the registration card and their business card. The information update was needed to easy the entire department to proceed further operation such as send email to guests for getting their feedback after staying in the hotel.

After that, I had also appointed to the club lounge for assistance during cocktail session. At the moment, I had assisted the guests to clear their plate and cutlery as well as to clean the table after they left.

PS: Another noon shift until 11 p.m. and there was coming to 11.30 p.m. after handed over the shift and changed the clothes. Looked at the staff entry, there was nobody there and really quiet compare to the day T-T.

As usual, I took a short briefing with the morning shift’s colleague and duty manager to note down the important issues that needed to pay attention afterwards. Besides, we also reviewed the hotel core value as well. The core value was talking about that encourage the staffs to contribute innovative and fresh ideas to improve business and customer satisfaction. Based on the situation, all the staff and manager were encouraged to contribute innovative ideas and opinion through monthly discussion, meetings, or dropping ideas in the idea book in the cafeteria of hotel.

Other that assigned to do guests’ check-in of the day, I had also learned how to print out and prepare the registration card for the next day. Printed registration card had to assign beside and hand over to the night shift staff to handle after they done the guests’ check-in for 15 Feb. Moreover, the registration card for important guests such as CIP, VIP and cabin crew were printed by the GRE.

PS: The picture attached was the VIP’s registration cards that check-in on 15 Feb, while the other one was showing the guests’ registration card that I prepared for 16 Feb. 

So far, I had still assigned to do guests’ check-in and observed how the senior do the check-out operation. Check-out was more unfamiliar to me since I seldom touched to the process. But then, I will try to learn and practice as well as someday I could be handling it as well. Besides, I had also applied for my own account for the system on today and it might take operation within one week by the IT department.

During cocktail session, I appointed to the club lounge for assisting the senior. Every guest who entered the club lounge must be entitled to the club benefit; therefore I needed to ask the room number from the guests and then ensure noted down to the name list for double check. After the session, I had to ensure all the food and beverage were keep it back and clean the food bar as well as the dining table once the guests left. After that, stock counting was also important to make sure the stock was enough and any refilling needs for the next day operation.

PS: It was the Guest In House Rate Check for the cocktail session in club lounge. It helped us to identify which room the guests come from, how many pax who entitled to club benefit, rate code as well as their arrival and departure date.

As usual, I had a short briefing with the colleague before started to duty. Besides assisted the guests’ check-in, I also appointed to sort in the receipts into the guests’ registration card by today. The receipts were sent by the restaurant, laundry and room service to front office and we had to sort in according to room number. Normally, all the charges were posted into the system by them and front office just need to bill to the guests according to the system upon guests’ check-out.

For the guest who was not paying a room deposit, it needed to identity as no post which mean the guest had to pay by cash when they were approached to restaurant or asked for any room service. Once we met the situation, we needed to inform the restaurant, room service and operator upon the guest checked-in as well as noted down alert into system. And then for the receipts which belong to the checked-out guests will put into will receipt boxes for recycle after that.

PS: The picture attached was the receipts boxes which kept the checked-out guests’ receipts.

Hotel Equatorial Penang checked-in the airline cabin crews such as the China Southern Airlines and Thai Smile Airlines for every day. Other than that, there was also Air Hong Kong, FedEX and UPS Airlines to check-in for sometimes. And today, front office checked-in for China Southern Airlines, Thai Smile Airlines as well as the Tong Yan Travel Group.

Normally, the two cabin crews arrived to hotel in the night. So we needed to checked-in for the group before they approached to the front desk and shorten their waiting time. I needed to confirm the status of the rooms to ensure that each of the room was no problem to check-in. And then, checked-in the group through the system and made sure all the crews’ information and name list was correct. Moreover when there were two persons who sharing one rooms, I needed to edit the instruction to ensure that the second person was not being charged since it was under SHARER code. Last, the report needed to print out and attached to with the room key cards of the group.

Upon checked-in, front office will received the name list again from the flight captain. Double checking was required to ensure the right cabin crews were there for their rooms and also distribute their allowance for them. Time for wake-up call and pick-up time needed to note down and all the documents were prepared as well for sending to the operator, Duty Manager and as a refer for receptionist in night shift later.

PS: Photo attached below was the system using by Hotel Equatorial Penang, we called it as OPERA.

Today, I had been assigned to duty in the front office as usual. I had been taught how to distinguish the credit card and debit card. Normally, the debit card had the flat card number while it was convex number for the credit card on the body of the card.

Once the guests want to guarantee their room with deposit by card, we needed to make sure the type of the card. For credit card, it was just verified which mean authorize an amount to the account only and it do not charge any transaction upon guests’ check-out. In the other hand, debit card will direct charged the account. Therefore, we needed to know how to identify type of the card and also make sure we inform the correct information to the guests. 

When the guests want to guarantee room by a debit card, we needed to inform them that it will be a direct charged and it will refund by cash if there was a balance upon their check-out.  Moreover, offline and sales needed to do for the credit card’s users upon check-out. When the amount of billing were more than the card authorization, we needed to do a sales on the credit card to charge the actual amount according to bill while offline needed for the amount that less than the card authorization before that.

PS: There was a piano in the hotel lobby. There will be piano show by the performer for assorted piano song in the evening. It was really relaxing effect for everyone when appointed in the nice environment with the good music.

According to the room assignment, the COO and Senior Advisor will be stayed in the premium suite room while the other communities and participants assigned in the deluxe or premier room. When checked-in the guests under the company, we needed to ensure to refer payment instruction in the system. It was important because some of the guests were appointed as master folio which means the guests no subjected to any payment on their staying since the bill will be charge to the company. When payment instruction shown “p/acc” (personal account) means the guests needed to pay by their own as well as the “misc. p/acc” referred as collected deposit only.

Furthermore, I had also learned how to assign a new room for guests when the room was still in dirty status while guests’ check-in on today. When guests approached to check-in and the room status was dirty then I needed to check the availability of inspected room to assign. If there was really no more rooms to assign, it was suggested to consult with guests whether accept a two twin bed room instead of double bed room and so on so forth.

PS: It was the reception outlook of the hotel that I assigned duty to assist guests' check-in and check-out.

Today, I had learned about how to move a new room for hotel guest. Some of the guests will request to change a room when they were not satisfy with the room assignment such as demand for non-smoking room, a higher floor as well as the room view. First of all, there was a need to confirm the type of room and the availability. 

When the guests were checked-in and entered to the original room then after that only request to change a new room, front office will try to assign a new room subjected to the availability according the guests’ requests. In the status for the original room, we always refer the room as “Dirty” and then information should be inform to housekeeping department in order to do some cleaning in certain room.

Furthermore, if the room was occurred maintenance problem such as spoiled of the air-conditioner and so on, front office will also responsible to report to maintenance department to assign staff for checking. Lastly, there had to make sure new room key card was created and assigned a bell man for passing to guests as well as assisting them to move to the new room.

PS: There were three IPAD set on the front desk. It provided hotel information, assisted the guests to grab a taxi, show the currency as well as assisted the guests to do a google translate when communication especially for foreign tourists.

Finally, I got my own account from the IT department on today. Once I got my own account, I had started to do the check-out as well. During check-out session, we had to be aware to ensure that all of the charged amount was correct and no error. 

In the night, I had settled advanced check-out for few hotel guests who they will be departure on the next early morning. Therefore, I needed to make sure the room charges for last night was charged in their payment. After the total up of the payment, rounding off was required if there was amount is less or more than 0.05 cents. Next, I had to double check the authorization amount that had verified to guests’ credit card and then do offline if the total bill amount less that authorization as well as do sales when it was more than authorization.

Make sure folio information printed and signed by the guests and give another copy to the guests if they were requested for it. Other than that, guests who requested for a tax invoice for company claiming will be giving upon their checked-out.

It was the very first time I assigned to guests’ checked-out by my own. There was some unfamiliar and slow for the process but overall still consider as fine and thanks to the senior who give me some guidance. Hope that I could do that as smooth after and able to satisfy the guests for my performance and service.

PS: Hotel Equatorial Penang prepared variety of travel brochures for hotel guests in the hotel lobby. Guests can get the travel information and guidance from the brochures as well as asking any requirement to the concierge.

I had learned how to post late checked-out charges to the billing upon guests checking out their room. According to the hotel, check-out time will be 12 p.m. and the latest was 2 o’clock in the afternoon. However, guests who checked-out after 2 p.m. onwards, it will go to charge extra RM 20++ per hour. Therefore, there must be alert to post the payment in to the bill when the guests do a late check-out as well as the amount should be correct.

Furthermore, I had assigned to do a new room reservation for the existing in-house guests which mean the guests add-on under his name but another new room when he approached to the front desk. With some guidance of the senior, I had done the reservation and checked-in the guests into the room. Since the guests only done the room settlement without room deposit, it considered as no post and then I needed to inform the coffee garden, room service and operator about the notice. It was a good starting and hopes that it will carry on as smoothly for my coming days.

PS: The picture attached was the machine for encode the room key card in the front desk.

Deluxe room was the most common rooms in the hotel but every room was full furnished by the features that should be demanded by the guests. For instance, the iron and iron board, safety box, mini fridge, bath rope, slipper and so on. Moreover, the other suite rooms will be bigger than deluxe room and there was living room and small bar counter as well since the space was bigger and rate was different.

Other than showing me the rooms, GRE also explained some room features like the function switch which the guests turn it on to inform the staffs ‘do not disturb’ or ‘make-up room’ as well as the door lock system. And then, I had also recognized all the layout and features in the rooms. It would help me a lot when assisted to hotel guests when they requested or asking something in the rooms such as the location for Muslim guests to pray, Wi-Fi cable, remote control for air-conditioner and so on.  

PS: There were two type room key card in the hotel. Room with ending 1 to 52 will be located in the Main Wing and 53 to 78 will be the north wing. In the Main Wing was including East Wing, South Wing and lastly West Wing.

Once confirmed the total amount that needed to pay by guests, same credit card number should be checked back to do the offline authorization when they had to pay less or do sales when had to pay more than the authorization. Other than that, when the guests gave a different credit card as check-in, sales will be done to settle the payment. Same went to the guests who pay room deposit by cash, there will be a refund for them if there was balance and another amount charged to them while the deposit was not enough. Another copy of folio or tax invoice will be provided to the guests upon their requests.

Before handover shift to the noon shift’s staffs, morning shift’s staff should closing shift for the cashier. That’s mean all the credit card, cash, foreign currency details and amounts that handled by certain account had to list in the report and pass to the Account Department for further operation.

PS: It was the contact information and location for the shoplots that occupied in Hotel Equatorial Penang. The listing assisted front desk to approach and guide direction for the hotel guests as well as outside calling.

Furthermore, the transportation report will stated all the arrival and departure details of the guests who already reserved for a transportation arrangement while their reservation. LIMO service will refer to the report and make the transportation arrangement for the hotel guests such as assigned driver to pick up them at the certain time and location.

Some more, front desk also assisted guests when they were asking about the free shuttle to the airport, malls, city centre or industries. When the guests approached to front desk for reserving the shuttle, we will call to the concierge counter for asking the availability. If there was not available, Metro service or private taxi will be suggested to the guests. Apart from that, the guests also can approached to concierge counter individually for any requires and information of booking.

PS: There was the timetable for free shuttle provided by the Hotel Equatorial Penang. Hotel guests could reserved and arranged the transportation based on the time given as well as follow to their schedule or flight details.

Today, I had learnt how to do a room upgrade for the hotel guests from my senior as well. When the guests requested to upgrade his or her room, the fixed room should be unblock by the permanent staffs since trainees were no authorization for that action. And then, we should inform the upgraded room rate and make sure the guests signed and agreed with the charges.

After that, we should update the room upgrade into the guests’ profile. Supplement should be remark the information of upgrading such as the category of the room. Furthermore, we had the optional to do an upsell claim which the staffs who upgrade guests’ room able to earn some commission as well. There was 5 per cent can be earned based on the changes of the upgrade and the number of night for the guests’ stay. It was a good motivation for the staffs as well as it was able to increase the sales and marketing in the hotel at the moment.

After that, front desk start to operate guests’ check-out and check-in as well. Today, I had learnt about the information about city ledge and LOU. City ledge was referring to the hotel guests who no need to pay as the company or organization will settle the bill on behalf. Therefore, a Letter of Undertaking (LOU) should be provided by the authorities in order to guarantee for the guests who staying in the hotel room. 

Normally, all charges will refer back to the company and it might exclude some extra charges such as expenditure in the restaurant or room service depends on the different policy of the company or agency. Original LOU will send to Account Department while there was another photocopy in the back office as a reference for reception upon guests’ check-out.

Front desk will check-out the guests without charges any expenses that undertaking by the company. Lastly, the folio needed to print out and attached with the LOU and guests’ registration card as well as signature by the Duty Manager to proof the settlement before cashier closing.

As morning shift, I had assigned to do mostly guests’ check-out and some check-in as well. For these few days, there was an event that title of "International Drug Enforcement Conference (IDEC) Far East Regional Working Group Meeting". It was organized by the Polis Diraja Malaysia (PDRM) and lots of authorities like police were invited and stayed in the hotel for joining the events. Security and safety alert was being emphasized as well as the police will scan and screen each of the cars that entered to the hotel and petrol around the hotel area. A letter was also distributed to the guests who checked-in by these few days to inform the issues for them.

Most of them were assigned into the deluxe room at North Wing. Therefore, back office also blocked the room that needed to assign for the member of PDRM and instructed us to make sure there should try to avoid to assign the other walk-in guests to those floor and room as well.

PS: Got the invitation card for the "Staff Appreciation Party" and received a door gift as well by today.

During 10.30 a.m., I assisted to keep up all of the foods once the breakfast session ended. Then, I started to wipe the tables and keep up the cutleries since it were not to be used when cocktail hour. Moreover, the washed plates and cutleries also wiped and arranged as well to its position afterwards. Lastly, I had assigned to fold the napkins as well as the preparation for the cocktail hour before handed over to the noon shift’s staff.

PS: There was a new coffee machine installed in the club lounge buy today. It was really a nice look and also easy to function for the guests.

Once I finished set up for cocktail session in the lounge, I went back to the front desk for handle guests’ check-in and check-out operation. One mistake had happened when I assisted one of the guests to do bill settlement for other guest who was his colleague. I forgot to key in the credit card number and post the payment in the settlement section. It caused me unable to attach that payment folio according to my cashier report. I had followed duty manager’s instruction which called to the bank to request the full credit card number but there was unavailable on their record. And lastly, I had handed over to my colleague to follow up and send a message to the card holder for approaching to front desk to provide the number as well. The issue will always be remembered and I will remind myself to be alert and careful for the next time.

Moreover, I also assisted to prepare the information letter for the check-in’s guests by today. The aim for the letter was distributed the information about the hotel will undertake some inspection and renovation in the hotel room on 8^th Floor at the North Wing. 

And then, I had assisted a Japanese husband and wife to check-in their room. Firstly, they were assigned in the lower floor’s room and after that they approached again to request to have a nice view room as well. Therefore, I had assigned them to a higher floor and able to get sight on the coastline, golf view as well as the swimming pool. Although we took some time on communicate in English language since they were not really know to speak in English, but lastly they were satisfied and expressed thanks to me as politely and friendly. It was really satisfied for me when able to get the appreciation from the guests.

Besides that, I had learned how to cancel guests’ booking on their transportation arrangement, LIMO service. As guest’s request, he wanted to cancel his booking that had already posted into the billing. First of all, I needed to contact with the person in charge for LIMO service to communicate and inform about the cancellation. Then, there should be a rebate to ensure the charges waved and deducted among the guest’s billing. Next, the receipt had to keep and return back to the LIMO service as well.

Furthermore, I had also assisted to check-in a SWAP booking’s guest. SWAP booking was meaning that the guest will continue their staying according to another new reservation. Normally there was some of the SWAP booking’s guests will remain in the same room meanwhile some will not as it was depending on the room availability and guests’ request. We had to confirm back with the guests whether they wanted to settle up the previous payment or transfer all the payment to the following booking as well.

Hotel reception had checked-in the guests under Sri America in advance once the rooms were ready as well as encodes the room key card for each room. Besides, a special reception desk had prepared for their person in charge to pass room key and do name list check for their customers who will check-in to the hotel room. 

Furthermore, we as reception also had been informed not to simply do a room reservation for walk in and through the phone call. If any in-house guests who intend to extend their staying was also required to double confirm according to the room available to ensure that the turnover of rooms able to proceed and do not appear a negative status.

There was another reception desk for Macademy at lobby today. Reception will review back the status of rooms though the system and do an advance cehck-in and let the organizer pass the room key cards to the guests. When the rooms show dirty or clean status, we should not check-in the guests first but need to contact to housekeeping. Clean status was meaning the rooms might some problem like desk lamp spoiled, safety box problem and so on. Therefore, we need to make decision as well as to determine the impact of the problem to let the guests check-in to the room. If the impact was not too serious, we will check-in the guests but opposite when the problem will affect to the guests’ staying.

Furthermore, I had learned how to post an extra bed’s billing from my senior on today. By using the system, there was the code for posting payment on extra bed. Adding one extra bed for one night was RM50 and after the service charges was RM 58.30nett. And then, we needed to make sure the number of night that the guest needed the bed and make a reference there for review. Once the guests made their payment, we will contact to housekeeping department to send the extra bed to their rooms.

PS:  Laundry department had closed at 10 p.m. and there was a trolley outside to collect the uniforms from the workers who end their job afterwards.

Furthermore, I had assigned to club lounge for assisting the cocktail hour. I needed to refill drinks and beverage when there had finished as well as inform the chef to refill the foods. And then, I assisted the guests to clean up their cutleries and plates as usual. After the cutleries and plates washed by the steward, I had to make sure all of them were clean and then arrange them as well to its position. Moreover, I had also assisted my senior to count the stock for drinks and wines before closing. 

PS: This was the smoking area in the club lounge. Guests able to enjoy their meals and drinks here if they prefer to have cigarette

Besides to assist guests’ check-in, I had also provided some guidance when there was guest who requests to do a printing in the business centre. After that, it should be issue a receipt for the printing and collect payment from the guest as well. Furthermore, it was the same when went to the I-Centre. I-Centre was a convenient shop in the hotel in order to sell some daily necessaries, foods and beverages. Normally, it will be locked and opened by reception when there was guest approached to buy something. Guests could choose to pay their purchasing by cash or credit card as well.

In the evening, I had also assisted in the club lounge for the cocktail hour for half an hour. After that, I had been informed to back to reception since there was busy. Hotel lobby was crowded with Macademy group which they were just finish their meeting. We were there to assist the guests to encode their room key cards, access the internet connection as well as provide assistance regarding for their request to extend staying, currency exchange and so on. Besides that, some of the guests under Macademy group had done an early check-out. Therefore, we had to ensure that there wasn’t other billing that they had to pay before they left the hotel. Other than that, I also learned how to print the newspaper report for the bell services. The report was provided to refer the quantity that needed to order from the newspaper firms for tomorrow.

Otherwise, reception will do a ‘steal room’ when guests’ check-in without a clean room if there was really urgent. Steal room was trying to change the room for the guests who arrived to check-in with those who expected arrival. It was the alternative way to solve and avoid the guests for long waiting when approach to check-in and provide some time for the housekeeping to clean the rest of the room for replacing the exchange. If there was an expected time for guests’ arrival, so the room should not be change and move as well as the rooms for VIP. 

When there were really no rooms to assign in the same room categories, the guests will being force upgrade to the other type of rooms with the same room rate after consult with the duty manager or senior. If the guests who booked for normal room and force upgrade to club room, they should not entitled to the Equator Club Floor benefit and there should note down the instruction to let the colleague take note about it as well.

Moreover, I had done a mistake for the room billing as well on today. The guest was extended her staying for another two nights under personal account instead of her company account and checked-out by today, but the room package charges was automatically transfer to company accounts. Based on the situation, I didn’t alert for the instruction as there was a personal account and I had return all the amount of her room deposit. Luckily, duty manager had realized the issues and quickly contact to the person in charge. Lastly, there was coming out a solution which hotel will charge to the company and then certain company will charge and settle for it with the certain guests. This was one of a lesson that I had learned and it took great impression to me for today. I will be careful and always take alert for that on the coming days to avoid the same issue happened again.

I had been assigned in the reception to do guests’ check-in and check-out in the morning and had learned how to contra the cash payment when posted without using a cashier’s account.  And then, I had also assigned to the club floor to assists the senior after lunch time. In the club lounge, I did assisted to wipe and setting up all of the equipment and cutleries that were used during cocktail hour. Furthermore, I and my senior also tidy up the store as well as to make the space become more neat and clean. We did sort out the things and make sure the things were put together under same categories in order to make easier for finding on future operation.

During briefing, we got informed to the expected arrival and important issues for coming days such as the traveller group that will be arrive to the hotel on tomorrow, VIP and also the events that will be held in the hotel. It was the International Earth Hour on the coming Saturday. Hotel Equatorial Penang was going to establish an Earth Hour event to encourage and foster the objective of the special day. At the night, hotel lobby will turn off the light for an hour from 8.30 p.m. to 9.30 p.m. There will light up the candles with the shape arrangement in numbering of 60. Besides, a invitation card will be send to the hotel guests in order to inform about the event and invite them come and join the meaningful moment.

Registration card were prepared in advance and reception need to make sure all of the rooms were inspected and ready for check-in. For those rooms still in a dirty status, I had informed to the housekeeping in order to clean it in advance before the guests arrived. Furthermore, reception will also need to identify what’s going on to the rooms that stated a clean status in the system with housekeeping department before check-in guests to the certain room. Other than that, we had to inform the guests who entitled to club floor benefit about the cocktail hour for today will be extend until 8.30 p.m.

PS: It was all the registration card for The Traveler Malaysia. It had divided into three categories which Back-to-Back (dirty), Inspected (IP) and Clean Vacuum(CV). All the room key cards were also encored as well as to check-in in the system and then pass the key cards to the tour leader.

Reception was busying for checking out the guests in the morning. Besides, I had received a lost and found report from the guest who going to check-out by today. The guest was origin from Germany and he lost his perfume since last week. After getting the information from the guest such as the date he lost the things and feature of the perfume, I had contacted to housekeeping department to trace the item. And then I needed to follow up as well after that and inform back to the guests through email if there had found the item.

Tomorrow will be another busy day since there was another group of company was going to check-in and occupied around 100+ rooms. Hope everything will be carry on as smooth and nothing much problem for that.

PS: Through the OPERA system, we able to know the exactly number of arrival and departure as well as the information and forecast to the hotel's rooms.

There were arrivals under Penang State Tourism which will check-in the hotel by today for the WTCF Asia-Pacific Tourism Conference. The colleagues who duty for night shift already prepared all the room key cards and checked-in advance for those guests. Most of the key cards and registration card had also passed to the person in charge in the extra reception under the group before handed over to morning shift. There were only a few rooms which were not ready yet as back to back. Reception on morning shift had to follow up with that to ensure the rooms will be ready to check-in and pass it to the group.

And then, an in-house guests’ name list report had printed out for reference on which was the sharer room, Back-to-Back room and so on. The report will also provide to the concierge in order to appoint the bellman for sending out the invitation card for Earth Hour event on tonight. 

PS: Here's the invitation card for Earth Hour event in Hotel Equatorial Penang on tonight.

Beside to check-in and check-out, I also prepared the registration card for tomorrow’s arrival and encoded room key cards for the cabin crews that will be check-in on tonight. Currently, the cabin crews of China Southern and Thai Smile were assigned to stay in the main wing’s room instead of the north wing’s room. It was due to mostly guests who under the Penang State Tourism were stay in that building and had a high occupancy as well as front office had no choice to assign cabin crews to the other building.

PS: There was a big banner had created in the center of hotel lobby to highlight the WTCF Asia-Pacific Tourism Conference.

Furthermore, I had also assigned to the club floor for assisting the setting up of cocktail hour. As usual, I had wiped the cutleries and plates as well as cleaned up and setting up. After that, I had also refilled all the beverages and folded napkins to ready the serving of cocktail hour.  

PS: GUests under The Traveler Malaysia were gathered at the hotel lobby for waiting their transportation to transfer out after checked-out.

Due to reception was not so busy, we were assigned to do the bucket check at the moment. After printed out the report that contained in-house guests by room, we had started to check the bucket room-by-room. We took out the registration card and receipt that left in the bucket which the guests already checked-out as well. 

Moreover, I had also assisted to receive the LIMO transportation bill from the staffs. I had to ensure all the bills were matched to the in-house guests of the hotel and post the payment as well. Lastly, put an alert in the guests’ profile if there needed their signature on the receipt as well as sort in and attached with their registration card. 

Besides that, we will also read and confirm the room key cards that had prepared for VIP by the GRE on last night. We had to make sure that all the rooms were ready for check-in and the key cards were able to access. Normally, the key cards will also encore for extra one more day to the departure date as to avoid any inaccessible problem for the guests.

After took my break, I had assigned to the club floor for assistance the setting up of cocktail hour and the conference room. The conference room had reserved by the General Manager to have a meeting in the 3 o’clock. I had prepared the glasses and mineral waters as well as some sweets on the table. The IT staff was also stand by there for setting up the all the PA system since there will have a skype meeting as well.

At the moment, we also found that there might a double booking among the guests. There was the guest with similar names but it was booked by different person and room category. Therefore, duty manager had contact to the sale person to confirm and make sure whether the reservation was should be fine or contrary. In the other side, we still encored the different room key cards for two of the booking since we didn’t get a confirmation yet and should be ready for it as it might be also a different two booking and guests will be check-in afterwards.

After my break, I had assigned to the club floor to set up the cocktail session. Other that setting up, I had also refilled the beverage and clean the coffee machine as well. Lastly, I and my senior had arranged and checked the stocks to determine the availability for the operation.

After 7 p.m., the event under MForce was carried out in the ballroom. The organizer requested reception to list out the guests who had not check-in yet. Therefore, I had assigned to collect the entire registration card that left in the reception and make a list according the different states to the organizer. Then we had double check for the registration card to make sure whether the guests checked-in or not. For the room who the guests did not attend, I had informed to duty manager for checking to make sure there was not occupied and could be check-in by the other guests that assigned by the organizer.

Due to the heavy flow in the afternoon, some problems occurred and it should be take note as an alert for coming days as well. Reception was found that there were some guests who had entered into their room without checked-in since they dialed to operator to inform the issue for accessing internet connection. Then, reception had to check-in them as well in the system and make sure the right guests in the right room. Besides, double check-in also had happened when the guests get a different room key card with the registration in the system and checked in into an occupied room. As a result, all these issue should be focused to improve in order to avoid any misunderstanding and inconvenience among the guests.

After cocktail hours, I had backed to reception for guests’ check-in. At the moment, we had checked-in the cabin crew such as China Southern and Thai before they arrived. Once checked in them in the system, a report should be printed out for the next operation. After they arrived and take their room key cards and allowance, I had continued the next operation which photocopy and prepared those details as well as pass it to the operator and duty manager for reference. Other than that, reception also prepared the registration card for FIT and group that will be checking in on tomorrow.

After my dinner break, I assigned to the club lounge to handle and assist the cocktail hours. As usual, I needed to clean the dishes and cutleries as well as refill the beverage once there was running out. Moreover, there was a new chef assigned to the kitchen without experience and I had assisted him as well to check on the foods in order to ensure that all the foods being refilled. I also assisted the Air Hong Kong’s captain to check-out in the club lounge. It was the first time that I checked-out captain in the club lounge, and it was still consider as smooth and success without mistake.

Besides to check-in guests, I had also done some advance check-out as well. Those guests were intended to settle their billing on the night instead of tomorrow’s morning. Thus, I had to make sure that the advance billing should include the room package for tonight before night audit. Moreover, we also assisted LIMO transportation to post payment in to guests' billing. It was quite much for the posting since the guests who under B Braun had requested a split bill and thus we need to post one by one in the system. LIMO transportation bills had to sign by the guests in order to prove that they were aware for the payment as well. Furthermore, reception had handed over the checked-out room for day use to night shift in order to check-out the rooms after night audit before end shift for the day.

Most of the guests under Roche and FMM were charged to the master folio which mean the room package was paid by company and without collect any deposit. Thus, there will be a no post in system and reception has to inform the guests to make sure they need to be cash on delivery (COD) when request for any room service. Furthermore, I had also assigned to club floor for assistance during cocktail hours. As usual, I and my senior had closed the cocktail hours on 7.30 p.m after last call to the guests for any consumption on the food and beverage. And then, we will start to clear all the foods back to the kitchen and the alcohol drinks after counted closing stocks. Moreover, we had wiped the glasses, cups, cutleries as well as the plates and put it back to the position after it had been washed by the steward.  Lastly, I also setting up the table for breakfast hour on tomorrow and refilled the soft drink beverage in the fringe before I went back to the reception at downstairs.

PS: Beers and white wine will keep back into fringe in the store room in the end of cocktail hours.

Other than that, information about the group such as breakfast vouchers will be issued while the guests have to purchase by their own when requested for additional voucher. Moreover, hotel’s convenience shop, the I-Centre will restock some vegetarian cup noodles and cookies to fulfill the demands. Furthermore, PR department will assist to create and print out the poster with direction in Mandarin language in order to guide the guests who are mostly come from China as well. All the information and important updating should be follow up day to day upon the arrival of this group. It will be really for next week and hope that the operation should be under control. 

PS: Hotel's floor plan for group arrival under Master Lu.

Furthermore, I received a complimentary voucher from a check-in guests on today. It was a complimentary voucher to upgrade the room from deluxe to premium. The voucher will be collected and a copy should be done to attach with the registration card while the original was kept inside an envelope and remarked as utilized. Besides, there was a voucher book to record the statement after collected the voucher. Guests’ name, check-in and check-out date, billing instruction as well as the date of voucher collection will be noted down in the book for account departments’ reference. Lastly, the voucher in envelope will put together with the voucher book for picking up by the account department.

Furthermore, we had checked the minibar which the small fringe that contains some drinks and chocolate as well as it should open for the entitled guests. It should inform as well to the room service to request them approach to the rooms to open. Before we left the rooms, we will leave the newspaper and a welcome letter on the TV console as well as one empty card will sort in to active the rooms’ electrical. It might be impressed to the guests when they entered to the rooms since there was sufficient lighting inside it. Other than that, I had also assisted my colleague to check-in some guests who under Master Lu afterwards since all of them Mandarin speakers and I had to translate among of both parties when communication. It was a terrible imagination on the situation when the arrivals for coming two to three days, it might be crowded and hopefully it will be under control. Others room reservation for these few days will be strictly avoided since there will be full house as well.

After my break, I also had been assigned to the special check-in reception that set up at the T-Café. All the registration card and room key cards for the arrival under Master Lu will be collected and check-in by me over there. It was just like normal check-in for the arrival which I had to note down their identity details like passport or identity card number into the system’s profile. Since most of the group arrivals were done the prepayment in advance and no need to collect deposit, so all of them will be no post in system which means the guests will cash on delivery when they had any consumption on room service, phone line and meals in F&B as well as the laundry. Furthermore, changing rooms among of the group arrival was also not allowed by reception since it will affect to hotel’s inventory when all of the room assignments had been done. Thus, there will be check-in the guests according to the room that assigned in advance to avoid any override on the hotel room.

After that, we were also ahead to the special reception to do guests’ check-in. Some guests will check-in on behalf for their friend as well under one guests’ name. Therefore, we will make sure detail of the representative was recorded as well as it will easier for us to follow up. It took a long time for us to check-in a few rooms for one representative but luckily they were patience and gave us a lot of cooperation on the operation.

In the noon, Master Lu had arrived to the hotel for attending the convention. All the followers in hotel were gathering in hotel lobby for greeting and welcoming their master as well. There were crowded but all were under control since they were disciplined as well. Room number of Master Lu was strictly not allowed to reveal to the others in-house or non-in-house guests to protect his privacy. Other than that, I had also assisted my senior to do currency exchange when he was engaging for others operation. There were two cashiers on duty but one for normal operation while the other one will focus on currency exchange as to avoid the mix up of the cash float. 

PS: Tentative for the event listed out and put at back office for reception's reference.

Furthermore, I also assisted to track guest’s lost and found. When they reported their missing items, I informed housekeeping and then updated with guests for the result as well. Other than that, there was quite busy in the business center since a lot of guests do their printing and photocopy for the flight itinerary upon their check-out in coming few days. Since the secretary of business center was rest on Sunday, therefore reception will assist the guests when they do not know how to print and photocopy as well as collect payment. 

There were two rooms that did not check-out until 7 p.m. Therefore, reception had given a call to the guests to double confirm whether they want to extend one more night. One of the room replied to be extend and will approach to reception for the registration but another room had no result at all, thus Duty Manager decide to block his room key card. When the certain guest approached to reception regarding for accessing his key card, reception had explained to him about the charges that he need to pay if he do not want to extend. The charges will be the same wherever he want to extend or do not since there had exceed over half day for the room usage, thus he had to pay for the full room charges. Lastly, the guest decided to stay one more night and settled the room bill as well.

Others than that, briefing was talking about there was cabin crew complained with the issue of wake up call. The guest informed that he did not receive wakeup call as well as he informed in advance upon checked-in. Based on the situation, wakeup call should be aware as serious as it could be a serious affection to both parties which the guests and hotel. If wakeup call that did not received by the guests and caused them to miss their appointment, flight and important meeting, they might take severe action included to sue the hotel for the mistake. Therefore, reception and operator had been strictly ordered to pay attention among these kind of issues as well as make sure all wakeup call that requested by guests should be recorded and transmit it according the accuracy date and time.

Other that check-in guests, I had assigned to do the bucket check in order to clear the checked-out registration card out from the bucket. Moreover, I had assisted my Duty Manager to find out some of the registration cards from the drawer at back office. There were occupied with the registration cards which had checked-out by the month and it kept there for reference when necessary.

Furthermore, I had also learned how to close the cashier from my supervisor in reception before end today’s shift. He shows the steps as well as to explain the method during clarify the cash flow for his money float and how to record the statement. And then, for those money that had to pick up by the account department will be drop into the big safety box in the back office.

PS: It was the drawer which kept the registration card after checked-out in back office.

Furthermore, I assigned to the club floor to assist the operation of cocktail hour after my break. There were around 25 pax of guests attend and having some snack and drinks during the cocktail session. Other than assisted guests to clean their plate and cutlery, I had also assisted the chef to check and refill the foods while there were finished. Once the cocktail hour finished, I, my senior, chef and steward were cooperate to keep and clean up all of the foods and drinks as well as setting up for the breakfast session for tomorrow morning. And I also wiped and arrange all the plate, cutlery, goblet and glasses after washed by the steward before went back to the reception.

Starting from Monday to Wednesday, there will be a heavy check-in for reception since there is event of Semicon at PISA Penang and a lot of guests will arrive to our hotel. There will be 307 rooms to be expected arrival on Monday and over 240 rooms for two days after. Besides, there will high occupancy in the hotel for 25^th and 26^th April. Other than that, all staffs had been informed to park the vehicle outside the hotel’s carpark in order to reserve more parking to issue the heavy flow on the guests. Although the guests were under to the same group, but reception has to check-in them as independently and one-by-one. It will be a busy period and hope that all things going smooth and come out with nothing big issue.

Other than that, the Kampachi Japanese restaurant in hotel will be closed on today due to the internal deep cleaning. As a result, reception will be aware not to commit guests to the restaurant as well. Moreover, I also assigned to prepare the registration card for tomorrow’s FIT. There will be over 300 rooms to be checked-in as attending the Annual Semicon Conference at the PISA. All the registration card was being pin with the key card’s folder and arrange according to the alphabet.

Furthermore, front office had been strictly informed that there was not allowed to print out and issues any receipt, disclose the room rate and let the guests who under the company to review the room package. Other than that, there was also another group, CIDB will check-in to the hotel for their function in the Ballroom for tomorrow. Most of the guests were assigned in a premier twin room and it will be sharer which means two persons stay in a room. Moreover due to there was public holiday on today, there was no supplying on the Sun Newspaper and there will be announcement for the guests if they were requested.

Besides, there were quite much of early check-in but the rooms were not ready yet. And then, I informed to the guests about the room’s status and consulted them to approach reception for checking-in after finish their event as well. Other than the guests who were intended to get the rooms at the moment, I had to assign an inspected room to the guests which exchange others which had not yet checked-in. After I ‘steal’ the rooms, I had also ensured that I assigned back another rooms for the guests in case there will be no more rooms for checking in. 

Moreover, there was also the situation where assigned guests to a different room category according to their reservation since there was no more rooms enough. It was actually a dangerous issue when the guests unaccepted to the arrangement. Thus, reception had to inform to the guests as well as to do a consultation with them to accept the arrangement. If there was guests who did not accept for that arrangement, reception had to consult with the duty manager as well as to get permission and explore solution to solve the issue. Furthermore, I had also appointed to approach club lounge in the afternoon in order to assist the senior as well as setting up the cocktail hour, counted stock and refilled.

At the moment, the guests were coming non-stop and we were busying to serve them, clear and set up cutleries for the guests. Besides, we had also to top up the foods and beverages in the food for on behalf of the chef while she was busying to serve the eggs and waffles that ordered by guests. Other than that, I also assisted guest to do check-out and reserve the shuttle to airport with the concierge in the club lounge. On 10.30 am, it was the time to close breakfast session and we started to clear all the foods. At the moment, steward also finished to wash all the plate, cutleries and glasses and put aside for waiting to wipe. After clean the food bar and set up for the cocktail hours, we cooperated to wipe all the cutleries and arrange it to the certain position. 

Lastly, I sent the linens to the laundry and picked up some as well as to fold the napkins. Moreover, there were also toilet towels to be fold to place beside the hand sink in the Ladies and Gents.  Besides, I also assisted a guest to order foods from room service and requested them to send to the club lounge. I just informed what the guest order and the room number to room service department as well as the payment will be charge to the guest’ billing. Before I finished my duty, I had also been informed that one of the guests who stayed in the club room was assigned to premium room since rom was not ready yet. And therefore the guest was entitled to access the club floor and there should be noted down in the guests listing in order to prevent misunderstanding.

It was the very first time I did so many guests’ check-out and all were under personal account which there needs to collect payment either by cash or credit card. There were also two guests who requested to settle room payment by the cash money which they intended to finish it before left Malaysia as well as the balance will be done by the credit card. Therefore, I had counted carefully for the cash that I received and make sure that it deducted from the total payment before charged the balance through their credit card.

Others than that, I did received a phone call which the regular guest who requested for an early check-in on 9 o’clock in tomorrow’s morning. There was problem since there was expected departure in the room which assigned for the guests and we cannot confirm that what time will be the room is ready for checking in. The guest was insisted to remain the room and ask me try to find out a solution for him. After consulted with my senior, there was a result to offer the guest to do early check-in to another room in the same floor first and he will be changed to the certain room that he want to stay once the room get ready. Thus, the room for early check-in had blocked in order to reserve the guest and I had informed to Duty Manager as well.
PS: There were all the guests' folio that checked-out by me and it will attached with transaction receipt as well as passed to account department for further operation.

For the cabin crews from Air Hong Kong, reception will receive the information about their touch down and departure’s detail as well as the name of the expected arrival. Normally, the fax will be received at the business center and company will contact reception in order to make sure the details were successful received by the hotel. Furthermore, there should be a changing name when our system did not show the cabin crew’s name. Reception will follow the details that provided and change the name accordingly. Regarding for the guest who mentions to do an early check-in on today, he was approaching to reception around 10 o’clock. And followed to the plan, reception checked-in the guest into another room first and keeps follow up with the expected departure on the certain room that he expect to stay in. Once the guest checked-out from the room and we did informed to housekeeping to clean as well as there will be a room move for the guest once the room was ready.

After my break, I had been assigned to the club lounge for assistance. As usual, I had assisted to do the setting up as well as to wipe all the cutleries and put them back accordingly. Moreover, I also checked and refilled the stocks as the preparation for the coming cocktail session. Other than that, there was also a few checked-in and checked-out done by me in the club floor for the club floor’s guests. Tomorrow will be quite much on the expected arrival but it will be my off day, Yeah! XD

There were about 244 rooms expected to check out on today as well as quite much for the expected arrivals, 112 rooms. In the morning, reception was busying to assist the guests to settle the billing upon checking out. Especially about 11 to 12 o’ clock onwards, there was crowded for the guests in front reception for checking out. Others than that, some of us was responsible to print out and prepare the registration card for tomorrow’s arrivals.

There were two issues that happened on me during this working day. Firstly, there were two guests who under the company Q-Net intended to check-in by today but it supposed to be checking in on tomorrow according to the reservation. I tried to contact to the person in charge for the company but unfortunately cannot reached to her. After consulted with Duty Manager, there will be settled the issue which I needed to check-in the guests under personal account and payment should be collected first for tonight’s charges. And it will be deal again with their person in charge in order to make sure whether the guests entitled for the complimentary rooms for the early staying or not.

The second issue will be a mistake that I had done for two days ago. Upon checking in, the guest was using debit card to guarantee the staying in the hotel. I did inform to the guest and saying that I will directly charge the amount and refund the balance upon checking out since it was the procedure when debit card used. But, I did not post into the room billing as a credit and luckily my colleague who do the check-out aware on this without charging the guest once again. The mistake should be important reminder and awareness to me in order to remember to post the payment in the billing as well as affect to the guests’ satisfaction.

Moreover, there were many rooms as back to back and therefore it was not ready yet for checking in the guests. Once the situation happened, we tried to ask the guests approaching to reception after 2 o’clock and otherwise to inform duty manager as well as to assign other rooms which inspected to them first. Regarding for the issue which there were guests checked-in earlier than it supposed to be, there was settled since reception contacted to the person in charge and confirmed that the payment will be charged to the company. Furthermore, the cash deposit had returned back to the guests as well.

Other than that, there was one of the guests who also under the company supposed to have a sharer in a premier twin room. But the guest said that the sharer will not be coming to the hotel and requested to change the room to premier king room. First of all, it was rejected since we had not received any confirmation saying that another person will not be coming as well as it took risk if another sharer was approached to check in. It took me some time to handle with this case and lastly the guest was assigned into the premier king room as he requested after we confirmed with the person in charge.

Starting from early of the morning, reception was busying to do the preparation on the group arrivals of QNet. We checked the registration cards, breakfast vouchers and to make sure the key cards were encoded as well. Besides, for those rooms stated with clean status, we contacted to the housekeeping department to find out the reason in order to determine whether it was be fine to check in the guests or not.

Furthermore, there will be a check-in counter for QNet group at the T-café as well after it was setting up on the 12 o’clock. Except to the rooms assigned that were back to back and not yet encode for the key cards, all the registration cards transferred to the counter as well as the our staffs will assist the guests to check in over there. There were quite much number of rooms being steal among the same group arrivals since the room was not ready yet when the guest approached to check-in. Therefore, we had no choice to exchange the room and make sure that the room number on the registration card and key cards exchanged as well as prevent double checking in.

It was really busy for the reception and the counter due to the shortage on manpower. Hope that everything will be all right and the operation could be under control until the guest’ checking out on coming 8^th or 9^th of the month. 

Furthermore, I was also assigned to assist in the club lounge after took some time to check out and check in guests at reception in the morning. There will be an event going on in the cocktail session 0 pax and therefore preparation was needed in order to make sure it should be going on as successful. We did set up the cocktail setting as usual and make sure that there were enough cutleries and goblets to the guests at the moment. Besides, there will be casual workers assigned to assist for the cocktail hours as well as it could be carried on as expected.

At the moment in preparation, there were important guests from QNet approached to the club lounge for a short meet up with their committees. And thus, I had served my sincerely hospitality which served them coffee and tea as well as some cookies. After they left, I had also make sure that all the tables were cleaned, restock the beverages in the fringe and the cookies.  

In the morning, I had been assigned to the club lounge for assistance. There were expected that about 50 guests approaching to having the breakfast starting from 6.30 am to 10.30 am. At the moment, everything was under control and no special issue to happen. There was a crowded from the guests under QNet at last minute before we want to close. And therefore, the closing for breakfast session had been a bit delayed since we had to serve them as well.

After that, it was closing as usual and we had to set up for the cocktail hour, do the cleaning as well as to wipe the cutleries. After handed over to the noon shift, I went back to the reception at hotel lobby and assisted to guests’ check-in and check-out. Furthermore, I had assisted one of the guests to arrange transportation with the Metro Service. Lastly, my shift ended once the noon shift on duty after the briefing finished. 

In the morning, I had been assigned to the club lounge for assistance. There were expected that about 50 guests approaching to having the breakfast starting from 6.30 am to 10.30 am. At the moment, everything was under control and no special issue to happen. There was a crowded from the guests under QNet at last minute before we want to close. And therefore, the closing for breakfast session had been a bit delayed since we had to serve them as well.

After that, it was closing as usual and we had to set up for the cocktail hour, do the cleaning as well as to wipe the cutleries. After handed over to the noon shift, I went back to the reception at hotel lobby and assisted to guests’ check-in and check-out. Furthermore, I had assisted one of the guests to arrange transportation with the Metro Service. Lastly, my shift ended once the noon shift on duty after the briefing finished. 

During briefing session, we had been informed that coming 13^th and 14^th May will have a higher occupancy since the group arrival, Macademy once again. There was really full house and had override until 102% and thus strictly no more room reservation on the particular periods. Regarding for that, I had receive a phone calling from the guest who intend to extend his reservation during these two days since he got two booking before and after these and intended to stay as continuous. I informed to him which saying that unfortunately that our hotel will be full house at the moment but the guest insisted to. Therefore, I consulted with my Duty Manager and we tried to consult the guest to make double confirm once he was in the hotel before 13^th May. Lastly, the guest was persuaded which we will give the room for him if there was room available, and it will be so sorry that we have no room for him.

Others than that, there will be a courier book in the business centre to record the received parcel. Once received the parcel, the details should be noted down in the book and also make sure to record who the person to pick up the item is. The book will be keep by thee business centre’s secretary during her working hours and otherwise it will be keep with the bell services. Furthermore, there will an internal training session for the hotel staffs which talking about the grooming training and communication skills on coming 22^nd until 25^th May. There were meals provided during the whole day training and it encourages the staffs to participate for self-improvement. Besides, this internal training will open to trainees as well as to give an opportunity for us to learn and practice before step out to the industry.

In the afternoon, reception was handling laundry issue for the in-house guests. Laundry department will send guests’ laundry to the reception since there was no credit and it cannot be post in the billing. Therefore, an information letter will send to the guests to inform them to approach reception to collect their laundry and settle the payment. Some of the guests will provide room deposit by cash and authorization on credit card in order to continue consumption on the laundry services as well as to settle the payment upon checking out.

After 7 o’clock in the evening, I prepared for tomorrow’s arrivals which printed out the registration cards as well. And then, there should separate out the cabin crew such as AHK, UPS and Fedex from the FIT. Room number that had been assigned to them needed to inform to the housekeeping in order let them do the room preparation on next morning.  Others than that, I had also assigned to check in the cabin crew from China Southern and Thai Smile. 

Others than that, it had been informed that coming Saturday and Sunday will be very busy for the hotel whenever reception, housekeeping and the F&B since there were a lot of in-house guests under the Macademy group as well as the occasion of Mother’s Day. F&B outlets will establish the series of promotion to satisfy the guests on the celebration on the meaningful occasion as well. Furthermore, I had also responsible to prepare the registration card for the arrivals on tomorrow as well as remarked each of the group and put it separately.

PS: Received good comment from the guest! Such as good encouragement and I will keep it up until the end!

The room occupancy for tonight will be forecasted to close at 64% as well. The room reservation for walk in and through online booking was still acceptable but there needed to confirm the guests were not staying for too long since there were really no more extra rooms on coming 13^th and 14^th. Others than checking out and checking in the guests, reception also kept follow up with the housekeeping and system in order to make sure the dirty rooms had been ready for the guests under the Macademy. For those inspected rooms, we will issue room key cards as well as contacted to housekeeping department to get the newest information about those rooms with clean status.

Furthermore, I also assigned to the club lounge for assistance since there was quite busy for the breakfast session in the morning. As usual, I will serve the guests and assist them to clear the plate and setting up the cutleries. Moreover, it also took some time to wipe all the cutleries and plates since the plate washing machine had spoiled and the steward was no choice to wash all the things as manual. The drying function also not working and therefore I had to wipe it by using the kitchen towel as manually.

Next, receptionist had been given instruction to check-in the group arrivals under Trip 4 Asia during the briefing session for noon shift. The guests will arrive the hotel in two sessions, which 2 buses of guests coming in on 6 pm and the others 8 buses will arrive on 9 pm. We kept following up the rooms that were in dirty status and make sure the rooms ready to the guests once it became to inspected. Moreover, all the rooms were arranged according to the categories which king’s bed room or twin’s bed room as well as the building, main wing and north wing. All the registration cards and key cards were ready in advance in order to pass it to the organizer when the person in charge approached to us in T-Café. According to her request, we did separate the rooms to three groups and follow the number of rooms that she demands for. 

Once all the room key card collected by the person in charge, we went back to the position in reception and I had assigned to the club lounge for assistance. It was quite busy in the lounge since there were 25 pax under the company, Kairis were attended the cocktail hours starting from 5.30 pm onwards. Overall, the condition was still under control and I assisted my senior to clean the table and setting up after closing. Besides, I assigned to fold the napkins as ready since there was expected to be busy on tomorrow’s breakfast session as well.

PS: A "wefie" with colleague while the preparation for the group arrivals in T-Cafe.

For our information, there were 120 rooms that under 88 Amazing will be checking in today and stay only one night in the hotel. After they checked out, they will be other arrivals who under the same group with same amount will be checking in to the same assigned room. Therefore, it will be a busy day for housekeeping department to do the cleaning operation on the day. Besides, since the hotel had no more enough twin’s bed room for the group’s request, the alternative way that used was to enter the extra bed into the king’s bed room.

Others than that, the biggest shuttle in the hotel was broken down in the morning while on the way to the airport. Therefore, another shuttle was assigned as quickly to pick up the guests to the destination to make sure they were able to reach the airport on time. Thus, the concierge and reception also being remind to take reservation as wisely and do not overbook the shuttle service since the seats were limited.

Reception kept follow up the dirty rooms in order to get ready the key cards before collected by the person in charge. As yesterday, we separate the rooms into different categories which was king’s, twin’s, family’s and also the rooms fit with extra bed. Others than that, we also prepared the registration card for tomorrow’s arrival.

Furthermore, I assigned to prepare the information bill for the guests who used the chargeable internet access. All the bills attached inside the envelope and put in the message book for bellman in the reception. The bellman will come to collect and after that send to the guests’ room one by one as well.

Today’s expected departures were more than the arrivals. Most of the group arrivals such as 88 Amazing will check out today and some number of rooms will check out on tomorrow. Besides, there was another arrival of Trip 4 Asia from Korea checking in today.  All the registration cards were prepared and the key cards were encored as well once the rooms became inspected.

Others than that, reception also did the preparation for tomorrow’s arrivals and I also assigned to do the bucket check. In order to clear the registration cards in the bucket, I also attached all the receipts to the guests’ registration card which received from the room services, laundry and restaurants. Furthermore, I also arranged the Letter of Undertaking to the file in the back office when the account department pass the copy to the reception. 

As a result, Silk Air Singapore had arranged their customer to stay in the hotel due to the flight delayed which departure to Singapore. There were 77 rooms were checked-in by the delay passengers which including deluxe rooms and premier rooms.  There was also a name list provided by the officer of the company to our hotel as a reference. In the morning, wake-up call was provided for the delay passengers according to the name list.

In the morning, the delay passengers were starting to departure to the airport for their flight to Singapore in the noon. There was shuttle service provided by the Silk Air to their customers as well they were also offered to our metro services. All the room charges were under master folio of the Silk Air Company which mean the guests no need to pay and they might enjoyed discount on the breakfast for RM 50 instead of RM68 in the coffee house. At the moment reception checking out the guests, we had to make sure the room was checked out without any others sharer who still inside the room since some of the rooms were occupied for maximum three persons last night. 

500 rooms reservation from Petronas on 20^th (Saturday) was been confirmed by the certain authority and hotels’ sales department. There will be a technical meeting on 19^th May for the discussing the information and operation about the arrivals’ check-in under the company. Moreover, some of the guests will check-in on tomorrow as well before the day they attend the event.

Others than that, hotel’s coffee house, Nada Lama will establish the Ramadhan Buffet for one month period which starting from coming 27^th May to 26^th June 2017. Brochures and advertisement on the hotel’s pages was established at the moment in order to encourage and promote the events. Furthermore, the early birds who purchase the buffet’s voucher from 1^st May to 26 May able to enjoy the discount about 20% as well.

The expected arrivals were quite much since the guests under Petronas were coming in starting from today. Some of them were check-in under the company while some were under personal account, FIT. Besides, I assigned to check and follow up the rooms that were still in dirty and clean status for expected arrivals under Petronas. 

Furthermore, I had assigned to assist the GRE to send the birthday cake for the VIP’s guests who had born on the day. A birthday card was attached with the cake and we had to send one by one to the room. For the guests who inside the room, we will pass it as well as put on the table when there was nobody inside the rooms.

Reception had been informed about all the information for these arrivals. For instance, the billing for all of the rooms under the company will be charged to the company’s account which including the room charges, breakfast and internet access. There will be charged to guests’ personal account when the miscellaneous expense such as room service, laundry and consumption on restaurant outlet. Besides, all of the rooms were being no post which mean the guests need be cash on delivery when consume anything in the hotel. To release the no post status, they were able to provide the cash deposit or verification on their credit card as well. Breakfast will be included in the room charges for the guests in the Matahari Ballroom for tomorrow only and otherwise there was guests who intend to have breakfast on today need to pay by themselves as well. Most of the guests under Petronas were expected to arrive the hotel on 11am to 2pm as they would like to attend a short conference in the hotel in the afternoon and the dinner in Ballroom.

Initially, the Duty Manager Desk beside reception will be the check-in counter for the arrivals under Petronas but lastly the guests were also being check-in through reception due to the long queue. For the reception’s information, the guests were not allowed to change their sharer though the system who assigned by the organizer as well as the company would not like to mix up the billing. Thus to handle the requests from the guests who would like to change their roommate, they will be recommend to change among themselves personally without edit the reservation and room assignment in system. Others than that, there were also some guests who intend to check-out their room under personal account and check-in the same room again under the company account. As a result, reception was trying the best to fulfil the request from the guests and also make sure the operate according the procedure as well. 

There were left almost 190 rooms which expected to check-in after hand over to the noon shift’s staffs on 3pm. In conclusion, there will be another busy day for me and my colleagues on tomorrow’s morning since the guests were being check-out on tomorrow’s morning. Fighting…!

Most of the payment of the rooms were settled by the company’s account, therefore reception only have to make sure that the guests were no any consumption on the minibar in their rooms. Besides, there were many rooms assigned for two sharer, thus when one of the guest in the room who approach to reception, we had to identify whether the sharer also check out or not. It was due to if the room was checked out in the system, the room key card will be not function anymore.

Others than that, we also prepared the registration card for tomorrow’s FIT and group arrivals. There will be three groups which including 15 rooms for B Braun Medical Industries, 7 rooms for China Southern and 6 rooms for Thai Smile as usual. Before printed out the registration card for group arrivals, it had to assign the room for them first as well. It had to refer the preference and maybe their last staying room when assign the rooms. Furthermore, it should also make sure the room assignment was not being crash with the others guests which mean assigned them in a vacuum room without reserved by others. 

In the morning, I was assigned to overview the dirty rooms which having the early check in for the expected arrivals. Most of the rooms were being assigned by the night shift’s colleague and I had only to make sure the rooms able to ready for guests’ check-in. For the dirty vacuum rooms that were assigned for arrivals, I had make the call for housekeeping department in order they might distribute the housekeepers to get it become inspected and ready before 10am. It was a way to get a good room preparation for the expected guests and avoid the rushing problem when reception had no inspected rooms for the guests.

Furthermore, I was also kept follow up with the room status for two of the group arrivals on today. For the rooms with inspected, clean status and dirty vacuum, I had encoded the key cards for each room except the back to back one as since it able to make us easy and fast to operate when the guests suddenly came all together for checking in. Moreover, I also called to housekeeping department to check the problem for clean status and put an alert in the reservation in order to inform the rooms’ information to my colleagues when checking in the guests. 

Furthermore, I had also assist to edit the cabin crews’ name in the system after receive the name list from the Duty Manager. For the room who was sharing by two people, I had to add on for the reservation for another person and make sure the second reservation was without charges since it was only a sharer. 

And then, I had also assisted for the guests’ check-in and check-out. There was a few guests who under a authority from government were billing under letter of undertaking. When they were checking out, their signature had needed on the tax invoice as well as it will be my account receivable settlement report to pass to the account department.

Furthermore, I had also assist to edit the cabin crews’ name in the system after receive the name list from the Duty Manager. For the room who was sharing by two people, I had to add on for the reservation for another person and make sure the second reservation was without charges since it was only a sharer. 

And then, I had also assisted for the guests’ check-in and check-out. There was a few guests who under a authority from government were billing under letter of undertaking. When they were checking out, their signature had needed on the tax invoice as well as it will be my account receivable settlement report to pass to the account department.

It was really enjoyable and the position assisted me to gain a lot of knowledge as well as the experience towards the industry. In the certain period, I had go through with different kind of guests and learned to communicate with them as well as to supply them the best services that they were expected and to fulfil their satisfaction.

I felt grateful to get the opportunity to work with my colleagues and seniors who are willing to assist and teach me when I joined together with them since February. I would like to send my warm and best regards to the colleagues as well as the guests who occurred in my internship period no matter the good memories when get a good comment or the condemnation when I did something mistake.

See you again, Hotel Equatorial Penang! :)