Report Duty at Human Resources Office. Fill up all the sheet given and agreement in the organization.

Join a small tour in all department at Courtyard Melaka conducted by Human Resources, Miss Elissa.

Entered the FNB department and joined a meeting with other fnb employees to discuss service performance in the last 2 weeks.

Learn about table setting according to the procedures set by Courtyard.

Wipe and clean utensils that have been washed.

Understanding and memorizing the Ramadhan Buffet menu to make it easier to tagging the food.

Learning the system used to send service thru calls and sent to the customer's room taught by Mike (fnb Attendant)

Understanding the Ala Carte menu provided at the restaurant and delivering food to customers reviewed by Supervisor Asyraff.

Help Hafeez (Fnb Attendant) take customer orders from Courtayrd's infinity pool.

Provide food tagging for Ramadan buffet and breakfast.

Learn about the process of delivering food to order based on room service and how Marriott treats their membership group, which Marriott Bonvoy.

Learn how to order water which is in ala carte menu (fresh juice and chilled juice) taught by fnb attendant, Syahmi.

Following the Ramadhan buffet service and taking care of special guests, clearing after the Ramadhan buffet and setting up the place for breakfast tomorrow.

Set up table setting for ramadhan buffet.

Setup round table setting according to the Courtyard procedure taught by Supervisor Khai.

Pick up a table cloth and chair cover for the Ramadhan Buffet at the store on level 7.

Learn how to use the coffee machine and prepare coffee when there is an order.

Participating in the Ramadhan buffet service and clearing and re-setting the table for tomorrow's breakfast

Carry on the morning shift to assist in preparing the guest's breakfast needs.

Be the hostess to check the guest's room number before they being allowed to enter for breakfast to ensure that the guest has booked for their breakfast.

Be an usher to assist guests to the dining table to ensure guests have a seat and do not have to wait long for breakfast.

Join a meeting with Mr Roger, where his explaining about implementing “5 Guest Service Principle” and do a ice-breaking by acting-like a F&B staff and guest with fellow staff.

Send amenities to guest’s room that taught by F&B Attendant staff (Syahmi).

Join the celebration and surprise requests by the guests to celebrate their beloved's birthday

Learn how to make an orange juice with the right ways and measurement.

Do a floor check - to check the utensils that are served in the guest room on each floor.

Helping and teaching new part-time staff to wipe the cutlery

Setup table for lunch

Join the briefing with the department manager, Sir Khairul that explains about serial sexual harassment in the workplace. Also learn about the laws and regulations that all staff need to be followed to avoid becoming victims and perpetrators of sexual harassment.

Learn about the benefits of each Marriott Bonvoy member and the amenities provided for each member category.

Joining meeting that conduct by Mr. Roger regarding the change of strategy for breakfast where he wants to prioritise customer service.

Do a clearing table in breakfast and get praise from one of the guests because always smiling when cleaning the table.

Learn how to set up a dorm and set a table for lunch.

Learning about service procedures using dorm sets.

Maintaining the dorm set for lunch whose guests are from Petronas.

Still struggling to memorize the Ala carte menu for lunch and the Courtyard Cafe menu.

Learn to take orders from guests for lunch.

Helping Ryan to prepare amenities for Marriott Bonvoy members that staying at the hotel.

Learn about Infrasys Cloud POS System at Courtyard Cafe.

Learn how to pick up phone calls from hotel guests. There are several steps to answer a call from a guest:

Greet guests - "Good Morning/Afternoon/Evening",

Introduce yourself and ask the guest for the room number - "Courtyard Cafe Nayli speaking, may i get your room number?",

Asking what the guest wants - "How may i assist you?",

Taking menu orders from guests and repeating what the guests have ordered,

Asking the guest if there is anything else needed - "Any further assistant?"

Wipe and clean cutleries that have been washed.

Helping for breakfast buffet.

Be a hostess by making sure the guest's room number is listed in the list before allowing them to enter the cafe for breakfast.

Making a mistake - wrongly accepting the supervisor's instructions by making the wrong order.

Help clearing and setup table for lunch buffet for Petronas workshop guests.

Helping to setting the table for breakfast, lunch, and dinner for the CIMB Bank Event.

Take note that the Courtyard Cafe can accommodate 360 ​​pax at a time where Station A is 80 pax, Station B is 120 pax while the backup Plan B which is an open round table at the entrance of the Courtyard Cafe can accommodate as many as 6 round tables (60 pax).

Learn how to setting the dorm sets for VVIP guests.

Still in the process of learning key in order in the Infrasys system (POS System).

Was given permission to teach trainees how to fold napkins for VVIP guests in the prescribed form.

Involved in managing the buffet lunch provided for CIMB Group guests.

Learn a little about the alcoholic beverages provided to the guests, - where there are 3 types of alcohol provided at Louge 1939, namely beer, whiskey and wine.

Help the chef to spread the onion jam on the bread.

Do a floor check.

Do In Room Service (IRD) between 7:00pm - 9:00pm.

Setup all table for lunch.

Wipe and clean cutleries that have been washed.

Involved in helping to prepare buffet lunch for the Mothers Day event.

On May 13 and 14 I was given a medical certificate (MC) because of diarrhea and gastric.

Daily briefing with duty manager.

Do a table setup for ala carte.

Clearing the table and wipe the cutleries.

Join buffet dinner in Saturday and got tips from guest for the good hospitality.

Assisting FnB staff, Izwani in making food tagging for tomorrow's breakfast and updating food tagging for the buffet dinner menu which is divided into 4 different main menus.

Arranging food tagging according to its own type of compartment to make it easier to find menus and items according to the day's menu.

Helping the bar attendant, Hafeez cleans the lounge and wipes the table in the process of closing the lounge.

Help clearing table and setup the table for Ala carte.

Add new knowledge about vegetarian food. Need to take note what they can eat and can't.

Make mistakes when take the wrong order because the guest are vegetarian.

Join buffet dinner by clearing and setup the table.

Follow Hazeeq sent order in room dining (IRD) and learn if the room in do not disturb mode (DND), cannot knock the door and need to call restaurant to call back the guest to get their permission to sent the food they order.

Wipe the cutleries.

Still learning the closing part in night shift (end of the shift).

Still learning how to answer call phone from guest especially when guest order food and want to make reservation.

Helping Hazeeq prepare amenities and deliver amenities to guest rooms who are Marriott Bonvoy members.

Learning about stock that is usually disordered for restaurant use every week taught by Ryan.

Taking note of the budget allocated for the restaurant every month and the target to be achieved must exceed the revenue given.

Making food tagging for the lunch buffet for the G&P and House of Prayer groups.

Learn about the items and the stock list that needs to be taken calculate each time you order for the restaurant's daily use.

Learn about the calculation of closing POS System (Infrasys) throughout one day's revenue.

New knowledge where Marriot Hotel offers Officer Check (OC) for use by high-ranking staff. This OC can be used according to a different percentage on each position. OC can be opened if the staff wants to use it to pay for food and drinks at the Courtyard Cafe.

Still learning how to receive payment from customers through various payment methods such as cash, card and voucher.

Report to the new department, which is the sales and marketing department under the reservation team.

Joined the briefing conducted in the meeting room with the staff under sales and marketing.

Knowing that in the sales and marketing department there are 3 departments, namely sales marketing, reservation and event.

Learning a system called FIAT. This system is used for audit purposes, especially in the finance department, to find out the rate of room price increases and decreases according to the procedures that have been set.

FIAT is also used to give reasons and reasons why the price or rate of a room changes.

Assisted the staff in the event department to make a failing event held last year for audit purposes.

Learning how to file correctly and the forms that must be included in each of the programs such as Official invoice, Letter of Agreement, Proforma Invoice, Internal Breakdown, Group Resume (for guests who stay at the hotel and undergo the program for more than one day) and Banquet Event Order (BEO).

Learn the system used by Marriott which is the OPERA system for reservation and MARSHA.

Learned how to calculate the commission to be given to a third party that is a travel agent using CTAC.

CTAC is used by Marriott hotels to calculate the commission that will be given to travel agents according to the percentage that has been set.

Learned that the highest commission earned is from the Expedia Collect application which is 14.10% of the original price of the room payment for one night's stay.

Have also been taught to make a rooming list for travel groups from abroad, especially guests from China and Korea.

Identify the type of room booked to avoid wrong price for the room.

Learn to distinguish between the types of rooms offered by the hotel as here there are 2 types of rooms which are king rooms and double bed rooms and the view of each room also plays a role in different prices such as city view or straits view.

Learn to find the block code for the rooming list in the OPERA System to identify what rooms are provided.

Update FIAT as taught last week.

Completing the daily task as given which is to make CTAC and FIAT early in the morning.

learning new knowledge where I have started learning how to update comments through the Opera system for the guest book under Marriott Bonvoy and Marriott Club.

Learn how to update comments to guests who have canceled the reservation to avoid an audit.

Learn how to book rooms for guests through the Empower system. The Empower System is the second largest system used by Marriott Hotels worldwide after the MARSHA system. This system is used to make reservations and book rooms for guests who make reservations online.

Learn how to charge a guest's bank card to make a deposit payment for each desired booking.

Helping the reservation staff, Manoch - by making closing accounts for bookings over the phone.

CTAC and FIAT updates for this week.

Learn new knowledge how to change room rate price for some reason such as a guest changing the check-in date or postponing the check-in date to a different date.

Learn new knowledge about SERNITY. This system is used to find out the guest's bank card number to be charged for the price of the room stayed. Usually this system is used for guests who consist of group travel.

Learn about fixed rates for guests who have group travel. Fixed rates for guests who share rooms are also charged for the breakfast package.

Help Miss Reen make a rooming list.

Updated the Club Marriott Allotment to make it easier for the Front Office to know about guests who are Marriott club members.

Learn update comment which is ALL on PA.

ALL on PA stand for all on personal account which means that guests can book the room by themselves without the help of the hotel and third party.

In this hotel, update comments are uploaded through the OPERA system. This is because, this system contains all the details of the room resevation made by the guest either through self-booking or by calling the hotel to make a booking or upon a third party.

Learn to see the arrival for the next day and update comments. This is to see and take a look at what the guest wants before he checks in.

How to see the arrival also by using OPERA through miscellaneous and report reservation. There will come out a list of guest names and certain codes for us as reservation workers to identify what is needed by the guest and the package taken by the guest.

CTAC update as usual.

Helping Manoch post payment for arrival every day and it needs to be completed before 3 o'clock where the guest will check in at 3 o'clock in the afternoon.

Assisting the event team to prepare past files for audit preparation.

Helps make a rooming list.

Learn new knowledge how to open files for new events.

Help recheck the rooming list that has been entered in the opera and add names in the excel rooming list that has just been updated by the guest. this is done to avoid wrong room type and length of stay.

Update Marriott redemption and club Marriott allotment.

Manoch gave a little guidance on the procedure for picking up guest calls.

Setup table for fine dining.

Setup round table for Ala Carte Menu.

Do floor check to clean up all the utensils.

Clearing the table and wipe the cutleries.

Teach Fitri (banquet staff) how to run the amenities for VVIP guest.

Arrange food tagging for lunch buffet.

Still learning the POS System especially about the rate for the Marriot Member Club and Marriott Bonvoy.

Send amenities to guest’s room.

Have begun to gain self-confidence to order coffee from customers without being monitored by other staff.

Still learning about POS System where learning how to use various payment functions such as WeChat Pay, Grab Pay, Shopee Pay, Boost Pay and many more.

Last sunday, HR has asked for help to help in the banquet department. Due to the lack of staff on that day, I was placed in the banquet kitchen department all day to help the chef preparing ingredients for lunch and dinner according to the set menu;

Many new things and knowledge that have been learned as a result of being taught by the chef there while in the kitchen of the banquet department. among the new things are like;

1. Learn how to quickly wash and clean rice in large quantities,

2. Learn how to prepare cooking ingredients to last longer and not perish easily,

3. Learn how to quickly peel and discard hard-boiled eggs,

4. Learning about the selection of quality ingredients such as onions to prevent them from spoiling quickly

Participate in the weekly briefing with FNB staff and also learn about the promos that will be done throughout the EURO 2024 football campaign. there are three main combos offered to customers who watch football matches here and there are also 5 types of new cocktail menus released in conjunction with the EURO 2024 campaign is underway

On 22nd, Saturday, join and helping F&B staff to setup table for Manipal Graduation Event.

Do clearing and set up table after quest finished their breakfast, lunch and dinner.

Become a hostess for breakfast.

Helping IRD staff, Hazeeq to clean IRD room and was taught how to closing IRD receipts

Already skilled and able to finish closing the night according to the SOP that has been set without help and monitoring from staff and supervisors,

The example of SOP closing cafe such as;

• Clean all used trolley,

• Clean and make sure there is no dirt left in Station A and Station B,

• Put baby plates in the right place for breakfast the next day,

• Ensure the IRD room is clean and put back the IRD trolley into the IRD room,

• Clean the coffee and juice machine,

• Accompany the cashier on duty to send the cash obtained on the day to be sent to the FO Office (Front Office)

On Monday (August 12) I was transferred to another sales department, the event team. This is because there are new staff in the reservation department.

I have helped the event team in preparing the filling event from last year until July 2024.

I also still help Manoch (reservation staff) in post payment charges for OTA.

Was given exposure on the advantages of Marriott Bonvoy by Joelle (Event Manager).

Helping Joelle allocate Marriott Points for certain guests who have held an event at the hotel so that they can redeem if they hold another event at our hotel.

Learn about the catering service provided by the hotel along with other packages.

Gain new knowledge about the types of ballrooms and rooms that are sold to guests for programs, meetings, weddings and events.

Helping Miss Atiqa (event team) make filling events.

This week, I helped the reservation team to reduce their burden and make it easier for them to teach new staff.

Update CTAC, FIAT as usual.

Update Club Marriott Allotment and help enter the rooming list into excel.

Learn to respond to customer chat through the Travel Agent platform namely AGODA, EXPEDIA, TRIP.COM and BOOKING.COM. This aims to provide explanations to guests who ask any questions about the hotel and also their requests before checking in at the hotel on the arrival date, such as wanting a room on a high floor, wanting to add a mattress, etc. This shows that the hotel cares about all the wishes of the guest and to satisfy the guest when staying at the hotel.

Given permission by the MARCOM team, Hilman to flip the camera and take pictures in the office. An unforgettable experience because I learned how to focus on an object to get a good shoot.

This week, I completely completed the event file that was still left behind and helped the other event team complete the event file.

Update CTAC and FIAT as usual .

Update comments for arrivals throughout this week and next week.

Participated and became a representative for the sales and marketing department in the cupcake design competition in conjunction with independence month.

Helping Miss Reen upload the rooming list in excel for the group tour in September.

Officially change department for September.

This week I was transferred to the Front Office department to help this department due to the lack of staff.

Here I have been included in the At Your Service (AYS) team which is the operator section.

In this team, I have been assigned as a Guest Experience Expert.

I have learned new things about the tasks available as a Front Office operator. Among them are how to pick up calls, how to answer guest questions according to Marriott's SOP and the use of the system used by Front Office operators.

In addition, I have also been taught about hotel product knowledge to make it easier for me to answer guest questions during calls and to avoid giving wrong information.

Feeling a little stressed because I was forced to remember all the product knowledge that had been taught and forced to pick up call guests to speed me up to get used to it and help the team because they lacked staff.

This week, I was taught how to use the system to enter all in-house guest requests in the system as a record.

The system used is EMPOWER. More deeply, the system used in EMPOWER is GXP (Guest Experience). In this system, it is used to list back requests that guests have requested. This is intended to have the guest's history and make it easier for other Marriott properties to identify the guest's issues when the guest stays at their hotel.

Learn about Mobile Guest Service which aims to give keys online after guest check in.

Next, learn about the Guest Planning Screen which is to see the history of guest stays at other Marriott Hotels with the aim of avoiding errors in service delivery.

Apart from that, she has also been taught to respond to guest chats that have not yet checked in and also in-house guests to fulfill their requests.

This week I have been assigned to take care of AYS alone on the evening shift which starts at 2pm until 11pm assisted by the night duty manager.

Various knowledge and techniques were taught by the duty manager, Daniel, how to handle AYS tasks alone efficiently and quickly.

Next, I have learned how to make a departure call to guests who have not yet left at the check-out time. The way is to go through the report in the OPERA system where there is a list of guests in the house and call through their room phone.

Next, I was given the opportunity to join the housekeeping week where I teamed up with the housekeeping staff to decorate the mattress for the occasion that had been set. My team has won third place in the competition. Here I learned how to quickly decorate the housekeeping staff, especially this can be practiced when last minute guests ask for decoration in their room.

I have also started to dare to pick up calls either from guests in the house or calls from outsiders.

I have also become more efficient in creating cases and answering chat guests regarding hotel operations.

This week I was given the opportunity to see the front desk staff doing their job in terms of checking in, checking out guests and handling payments made by guests.

I was taught how to collect payment from guests and how to make closing for any payment that day.

I was also taught how to create a room key and only be accessed by the designated room.

In addition, I also carry out routines as AYS as usual: make departure calls, create cases for guests in the house, send guest requests to housekeeping, answer guest chats, send breakfast forecast for the next day, send mobile keys when guests have checked in and make sure the wake up call is set in the system if there is a guest who requests a wake up call.

In the last week of this intern, I have also handed over the tasks I have done so far to the new staff to continue the tasks I do especially in the evening shift.