-        Reporting to HR Develop and training department.

-        Briefing by Kak Nuri regarding hostel/company rules/policy, intern welfare.

27 March

-        Training to get Food handler Certificate.

28 March

-        Reporting to Front office Department

-        Introduce myself to every colleague.

-        Go uniform Department to collect Staff uniform.

-        Brief by supervisor regarding the department job task and rules/policy/

-        Read the notes which prepare by department.

-        Observe the department organization chart.

29 March

-        Knowing with the company mission and objective

-        Observe how the senior working.

30 March – 31 March

Supervisors assign me to standby at the self-check in kiosk to assist the guest

• Training on Check-In/Check-Out Procedures: Received detailed training on the check-in and check-out processes, including handling reservations and guest inquiries.

• Learning Reservation System: Began learning the hotel’s reservation system, including how to input, modify, and confirm bookings.

• Shadowing Experienced Staff: Spent time shadowing experienced front desk staff to observe their handling of guest interactions, problem-solving, and multitasking.

2 April

• Assisting with Guest Inquiries: Started handling basic guest inquiries and requests, such as providing information about hotel services and local attractions.

• Participated in training on handling guest reservations and cancellations.

• Made a double check-in mistake, quickly corrected with supervisor’s help.

• Pre-registered guests and assigned rooms for advanced reservations.

3 April

• Participating in Daily Briefings: Attended daily briefings with the front office team to discuss important updates, guest feedback, and operational changes.

4 April

• Handling Payment Transactions: Learned about processing payments, including credit card transactions and handling cash.

-        Learned to operate the credit authorization terminal (CAT) T7 machine.

-        Short cash during end-of-day reconciliation, rectified after recounting.

5 April

• Familiarization with Hotel Facilities: Gained in-depth knowledge of hotel facilities and services to provide accurate information to guests.

• Assisted with guest inquiries and provided information about hotel facilities.

• Received a tip from a guest for excellent service.

6 April

• Conducting Follow-Up Calls: Made follow-up calls to guests after their stay to gather feedback and ensure satisfaction.

• Reviewing Guest Feedback: Reviewed guest feedback forms and online reviews to understand common issues and areas for improvement.

7 April

• End-of-Week Reflection: Reflected on the week's experiences with the supervisor, discussing accomplishments and areas for improvement.

• Advanced Training on Guest Services: Participated in advanced training sessions focusing on handling complex guest requests and providing exceptional service.

9 April

• Assisting with Check-Out Procedures: Assisted in the check-out process, including finalizing bills and processing refunds as needed.

• Upgrading Room Reservations: Gained experience in handling room upgrades and modifications based on availability and guest preferences.

10 April

• Managing Guest Profiles: Worked on maintaining and updating guest profiles in the hotel’s system, including preferences and special requests.

• Handling Lost and Found Items: Assisted in managing the lost and found department, including recording and returning lost items to guests.

11 April

• Conducting Front Desk Operations: Took on more responsibilities at the front desk, including answering phones, handling mail, and performing other administrative tasks.

• Learning Security Protocols: Gained knowledge of hotel security protocols and emergency procedures to ensure guest and staff safety.

12 April

• Assisting with Room Inventory: Helped with managing and tracking room inventory, including checking room status and ensuring accurate room availability.

• Made a wrong room transfer, resolved and apologized to the guest.

13 April

• Processing Special Requests: Handled special requests from guests, such as arranging transportation or special amenities.

• Misfiled a guest request form, corrected and apologized to the guest.

14 April

• End-of-Week Review: Reviewed weekly experiences and progress with the supervisor, receiving feedback and discussing any challenges encountered.

• Managing High Occupancy: Assisted in managing operations during peak occupancy periods, including room assignments and guest services.

• Training on Upselling Techniques: Learned upselling techniques to offer guests additional services or room upgrades.

• Received positive feedback from guests.

16 April

• Handling Group Check-Ins: Assisted with the check-in process for large groups, including coordinating with other departments to ensure smooth operations.

• Handled a refund request with supervision.

17 April

• Participating in Team Meetings: Attended team meetings to discuss operational issues, guest feedback, and team performance.

• Implementing Feedback: Applied feedback received from previous reviews to improve performance and service delivery.

18 April

• Managing Departures: Assisted with managing guest departures, including ensuring timely processing and addressing any last-minute issues.

19 April

• Supporting Shift Transitions: Assisted in the smooth transition between shifts, including handing over important information and updates to the next team.

• Accidentally posted an offline bill incorrectly, fixed before finalizing.

20 April

• Providing Concierge Services: Offered concierge services such as booking local tours, making restaurant reservations, and providing local recommendations.

• Received recognition from the supervisor for handling a guest complaint well.

• End-of-Week Review: Reviewed weekly experiences and progress with the supervisor, receiving feedback and discussing any challenges encountered.

• Observation of Booking Trends: Observed how booking trends and occupancy levels influence room rates and availability.

• Assisted with the check-out process and handled laundry item requests.

23 April

• Helped a guest with their luggage and received a tip.

24 April

• Continued learning the check-in procedures for FIT guests with reservations.

• Helped a guest with a special request for additional amenities.

25 April

• Made an error in entering a bill amount, corrected promptly.

26 April – 30 April

• Off Days: Time off for rest and personal activities.

• Participating in Special Events: Assisted with front office operations for special events or large group stays, ensuring smooth execution.

• Handling Group Reservations: Gained experience in managing group reservations, including coordinating with other departments.

• Collected tourism tax and handled foreign currency deposits.

2 May

• Prepared departure reports and printed permanent folios.

• Assisted a guest with a room change request.

3 May

• Support for Front Desk Operations: Continued supporting daily front desk operations, including handling guest requests and processing payments.

• Coordination with Concierge Services: Worked with the concierge team to fulfill special guest requests and provide local recommendations.

4 May

• Shadowed the night auditor to understand the night audit process.

5 May

• End-of-Week Reflection: Reflected on the week’s experiences and activities, noting key learnings and accomplishments.

• Learning About Housekeeping Coordination: Observed the coordination between the front office and housekeeping to ensure room readiness.

7 May

• Handling Special Requests: Managed more complex special requests from guests, including arranging personalized services and accommodations.

• Reviewing Guest Preferences: Updated guest profiles with specific preferences and requirements to enhance future stays.

• Participated in a refresher training session on handling VIP reservations.

8 May

• Dealt with a billing issue for a guest, resolved with supervisor assistance.

9 May

• Managing Late Check-Ins and Early Check-Outs: Gained experience in managing late check-ins and early check-outs, ensuring guest satisfaction.

10 May

• Observed the process of closing shifts and handling cash floats.

• Received appreciation from a guest for prompt service.

11 May

Assisted with guest check-ins and check-outs.

Managed a situation where a guest lost their safe deposit box key.

12 May

• End-of-Week Review: Reviewed the week’s activities and experiences with the supervisor, focusing on achievements and areas for improvement.

• Supporting Front Desk during Busy Periods: Provided support during particularly busy periods, ensuring efficient guest service.

• Received a tip for excellent service at the self-check-in kiosk.

14 May

• Supported the front desk during peak check-in hours.

• Participated in team-building activities organized by the hotel.

15 May

• Training on Legal and Compliance Issues: Attended a session on legal and compliance issues related to front office operations.

• Handled guest inquiries and provided information about local attractions.

16 May

• Assisting with Daily Operations: Continued with daily front office operations, focusing on improving efficiency and guest satisfaction.

• Made a mistake in the cash reconciliation, corrected after recounting.

17 May

• Helped a guest with luggage, received a tip for the assistance.

18 May

• Assisted in processing payments, including credit card transactions.

• Received positive feedback from guests for efficient service.

• Participating in Staff Meetings: Attended staff meetings to discuss operational issues, guest feedback, and team performance.

19 May

• End-of-Week Reflection: Reflected on the week’s activities, noting key takeaways and areas for further development.

• Handling High-Volume Check-Ins/Check-Outs: Assisted in managing high-volume check-ins and check-outs efficiently.

• Handling Guest Complaints: Assisted in managing and resolving minor guest complaints under supervision, focusing on maintaining high service standards.

21 May

• Handled room assignments and coordinated with housekeeping.

• Managed a situation with a wrong room transfer, resolved quickly.

22 May

• Managing Guest Requests: Handled a variety of guest requests, including special amenities and concierge services.

• Supported front desk operations during peak check-in hours.

23 May – 27 May

• Off Days: Time off for rest and personal activities.

• Re-engagement with Daily Operations: Resumed regular front office duties, focusing on applying skills and knowledge gained from previous weeks.

28 May

• . Assisted with special guest requests and arrangements.

• Handled a refund request with supervision.

29 May

• Posted an offline bill incorrectly, fixed before finalizing.

30 May

• Managing Peak Period Operations: Provided support during peak periods to ensure efficient front office operations.

31 May

• Participated in follow-up calls to guests after their stay.

• Received recognition from supervisor for handling a guest complaint well.

1 June

• Assisted with check-out process and handled laundry item requests.

2 June

• End-of-Week Reflection: Reflected on the week’s activities and experiences, noting final accomplishments and key learnings.

Off Days: Time off for rest and personal activities

• Supported front desk operations during high-volume check-outs.

• Helped a guest with luggage and received a tip.

11 June

• Participated in refresher training on handling VIP reservations.

• Dealt with a billing issue for a guest, resolved with supervisor assistance.

12 June

• Handling VIP Check-Ins: Assisted with the check-in process for VIP guests, ensuring their needs and preferences were met.

13 June

• Observed the process of closing shifts and handling cash floats.

• Received appreciation from a guest for prompt service.

14 June

• Preparing for Departure: Prepared for the departure from the internship, including wrapping up any remaining administrative tasks.

15 June

• Assisted with guest check-ins and check-outs.

• Managed a situation where a guest lost their safe deposit box key.

16 June

• Learned to handle offline bills and record use of keys to night safe.

• Received a tip for excellent service at the self-check-in kiosk.

• Supported front desk during peak check-in hours.

18 June

• Handled guest inquiries and provided information about local attractions.

19 June – 23 June

• Experience with jockey section and bell counter

• Completing Final Tasks: Completed any remaining tasks and responsibilities before going to another department.

• Final Reflection: Conducted a final reflection on the overall internship journey at the front office department with head of department.

30 June

·       Farewell with colleagues

Reporting to new department - Butler

Understanding Butler WKI (Work Instructions):

Studied the butler’s daily workflow, key responsibilities, and service standards. This was helpful in understanding the expectations and best practices to follow during my shifts.

4 – 10 Off day

Received an introduction to different sections, including the Breakfast Lounge, Bar Lounge, and Butler area, where I learned about the roles of each section and the standard operating procedures.

• Understood and memorized the full menu for Room Service, Breakfast Lounge, and Bar Lounge to ensure accurate order-taking and service.

  Room Service Setup:

• Learned the detailed setup procedures for room service, including preparing trays and trolleys, checking orders, and delivering meals to guests.

• Assisted in the preparation and arrangement of the Breakfast Lounge before guests arrived, ensuring all cutlery, food stations, and tables were properly set.

  Setting up Bar Lounge (3pm - 11pm):

• Learned how to prepare the bar for the evening operations, including stocking the bar, setting up tables, and ensuring all drink-making equipment was ready for service.

  Food Pickup from Highlands Dining and Coffee Terrace:

• Assisted in the process of collecting food from designated dining areas and delivering it to the Breakfast Lounge and Room Service.

• Participated in the full setup and service process for guests across these three areas. Gained hands-on experience in taking orders, serving food, and ensuring guest satisfaction.

  Learning Bartender Duties:

• Shadowed the bartender and learned how to mix drinks, handle bar equipment, and serve beverages to guests.

• Gained insights into the role of a butler coordinator, which involves managing guest requests, coordinating team tasks, and ensuring the timely completion of jobs.

  Taking and Punching Orders (IG System):

• Learned how to take guest orders and input them into the hotel’s IG System for processing and billing. This included both food and drink orders for various hotel services.

Give the wrong Instruction

• Told the wrong room number to the staff.

• The correct room guest wait so long and call to the office.

• Introduced to the specific service standards and procedures for Season Private Gaming (SPG) and Genting Grand Butler (GGB) roles. This includes a more personalized level of guest service and the handling of VIP guests.

  Monitoring HHB, SPG, and GGB:

• Assisted in monitoring and providing services for guests in the Highland Hotel Butler (HHB), SPG, and GGB areas, ensuring that all guest needs were met efficiently.

• Shadowed a supervisor to understand the various tasks involved in managing a shift, including handling guest complaints, overseeing the team, and ensuring smooth operations.

  Executive Reporting:

• Learned about the executive report, which is prepared for senior management to review daily hotel operations and guest services.

• Trained on how to use the Ariba system for stock ordering. This involved placing orders for supplies and ensuring that the Butler Department was fully stocked with all necessary items.

• Assisted in the daily butler operations, helped with guest services, and completed the final tasks of my internship. Wrapped up by completing all required reports and assisting the team with daily routines.