During that period, I was directly involved in various F&B tasks including:

Preparing and arranging dining tables according to hotel standards (table setting).

Serving food and beverages to guests with friendly and professional service.

Assisting in buffet preparation and cleaning the area after meals.

Ensuring cleanliness and safety in the restaurant area is always maintained.

Responding to guest requests quickly and courteously.

Collaborating with the kitchen and other teams to ensure the smooth running of daily operations.

This experience has helped me understand work ethics in the hospitality industry as well as honing my communication, teamwork and time management skills.

On the first day, I attended an official orientation session organized by the hotel management. I was introduced to the hotel's organizational structure and the role of the Food & Beverage (F&B) department. I also met with the training supervisor and other fellow trainees.

The second day was filled with safety and emergency procedures training, including the use of personal protective equipment and emergency evacuation drills. I was also taken to tour the F&B department areas such as the restaurant, pantry, food storage store, and kitchen.

I spent the third day observing experienced F&B staff performing their duties during breakfast. In addition, I began to identify the basic utensils such as plates, spoons, forks and cups used in restaurant service.

Issue:
Lack of confidence or nervousness when speaking with customers, especially difficult ones or those speaking a foreign language.

Solution:

• Practice polite and professional phrases such as "Welcome", "Thank you", and "Sorry for the inconvenience".

• Ask seniors for tips on handling demanding customers.

• Use translation apps (e.g., Google Translate) for foreign languages.

Issue:
Peak hours like breakfast, lunch, and dinner can get very busy and stressful.

Solution:

• Learn to manage time and tasks efficiently.

• Focus on one task at a time and avoid panicking.

• Communicate with teammates and help each other.

Issue:
Not knowing details about the menu, ingredients, or ongoing promotions when asked by customers.

Solution:

• Take time to read the menu and ask chefs/supervisors about each dish.

• Keep brief notes on popular menu items and their ingredients.

• Ask seniors about any updates or new promotions.

Issue:
Standing for long hours, carrying heavy trays, and walking a lot can cause tiredness or body aches.

Solution:

• Ensure enough rest before work.

• Wear soft-soled shoes suitable for long hours.

• Drink enough water and do light stretching during breaks.

mango juice = 3

Green guava = 3

apple juice = 3

pin guava = 3

total = 12

Issue:
Struggling to use the Point of Sale (POS) or order system due to lack of experience.

Solution:

• Ask colleagues to demonstrate step by step.

• Take notes on basic steps (how to take orders, print receipts, cancel items).

• Practice during non-peak hours.

1. Facilitate Customer Payment Transactions

Customers can pay using debit/credit cards or e-wallets easily and quickly. Reduces the need for cash, thus increasing financial security.

2. Accelerates Payment Process (Table Turnover)

Payments are faster than cash transactions. This speeds up table clearing and facilitates service to the next customer, especially during peak hours.

3. Automatic & Systematic Transaction Records

All transactions are recorded electronically, facilitating the preparation of daily reports. Reduces the risk of human error in accounting.

4. Increases the Level of Service Professionalism

Gives a modern and professional image to the restaurant or cafe. Customers are more comfortable and confident with an efficient payment system.

5. Reduces the Risk of Cash Theft

The amount of cash on hand is reduced, thus reducing the risk of loss or theft.

6. Assist in Auditing and Reconciling Daily Revenue

The F&B team can review and match terminal transactions with POS (Point of Sale) sales. Simplify the work of the supervisor or cashier in making “end-of-day closing”.

7. Support Promotions or Card Discounts

Some promotions from banks/credit cards (such as certain card discounts) can be offered, attracting more customers.

📌 Practical Examples in Operation:

Waiter/Waitress: Bring the terminal to the table for "Pay-at-table" payment.

Cashier: Check the amount, process the card, and print receipts for customers and the restaurant.

Supervisor: Ensure all receipts are saved and the end-of-day records are accurate.

As in the picture, there is a phone SOP script placed:

> "Good Morning / Afternoon / Evening, Horizon Café, (Your Name) Speaking. May I Help You?"

This helps ensure all staff answer the phone professionally and consistently.

Visitors have the opportunity to enjoy an attractive offer of "Buy 1 Get 1 Free" for cocktails or mocktails, but this offer is only valid for customers who eat at the place (dine-in only). This event is also accompanied by a Hie-Tea event where customers can also enjoy interesting and very delicious local food.

This event is perfect for relaxing while enjoying the beautiful sunset atmosphere by the beach.

Location address: Hotel Sentral Seaview, Penang No. 555, Jalan C M Hashim,

11200 Tanjung Tokong, Pulau Pinang.

* Organization: Ensures that cutlery is neatly arranged and easy to find.

* Cleanliness: Maintain cleanliness of cutlery before and after use.

* Protection: Prevent damage or scratches to cutlery and furniture.

* Aesthetics: Create a neat and pleasing storage space.

In brief, this scope describes the practice of effective and clean cutlery organization in a domestic or commercial environment (such as a restaurant), with emphasis on the use of placemats (such as napkins) for cleanliness and protection.

* Organizing: Arranging beverage bottles, glasses, and bar equipment in an aesthetic and logical manner; ensuring adequate stock; and neatly arranging decorations.

* Cleaning: Wiping all surfaces (shelves, counters), washing glasses and equipment, managing trash, and cleaning floors.

* Hygienic Maintenance: Ensuring all equipment is functional and clean, and adhering to established sanitation standards and SOP.

The ultimate goal is to provide an attractive, safe, and clean bar environment for customers and staff.

Issue:
Taking or delivering the wrong order to the wrong table.

Solution:

• Always double-check the order with the customer before sending it to the kitchen.

• Use table numbers and write special notes to avoid confusion.

• If a mistake happens, apologize immediately and inform the supervisor.

Issue:
Feeling like “just a student” and being afraid of making mistakes in front of customers or supervisors.

Solution:

• Build confidence by learning from mistakes.

• Show a willingness to learn – supervisors appreciate interns who ask questions.

• Remind yourself: internship is a learning phase, not a perfection test.

Issue:
Housekeeping work involves a lot of physical activity such as sweeping, mopping, lifting bed sheets/mattresses, and repeatedly cleaning rooms, which can cause exhaustion.

Solution:

• Ensure proper rest and sleep before starting your shift.

• Do light stretching before beginning work.

• Stay hydrated and take proper breaks during your shift.

Issue:
You need to clean several rooms within a limited timeframe, especially during check-out and check-in hours.

Solution:

• Prioritize rooms (e.g., start with rooms scheduled for early check-in).

• Follow a systematic method like “top to bottom” and “left to right” when cleaning.

• Avoid wasting time on unnecessary conversations or delays.

Issue:
Every room must be perfectly clean according to hotel standards, even with limited time.

Solution:

• Refer to the hotel’s Standard Operating Procedures (SOP).

• Double-check the room before leaving.

• Use a room checklist to ensure no task is missed (e.g., wiping mirrors, checking minibar).

Issue:
Guests may request extra towels, water, or immediate room cleaning even though there’s a fixed schedule.

Solution:

• Communicate politely and inform your supervisor to reschedule if needed.

• Take note of guest requests and ensure they’re fulfilled.

• Carry basic items like towels or water for quick response when needed.

Issue:
You may find lost or forgotten items (wallets, phones, clothes) and must handle them properly.

Solution:

• Do not take or touch valuable items without reporting.

• Report immediately to the supervisor and follow Lost & Found procedures.

• Record it in the daily logbook and store the item in a safe place.

Issue:
It may be hard to understand foreign guests who speak different languages when they ask for help or complain.

Solution:

• Use simple English phrases (e.g., “Yes Sir/Madam, I help you”).

• Use polite hand gestures if needed.

• Ask a colleague who speaks better English for help if unsure.

Issue:
Using cleaning agents like bleach, floor detergent, or glass spray can be risky to health if not handled properly.

Solution:

• Always wear gloves and a face mask if necessary.

• Follow the instructions on the cleaning product labels.

• Never mix chemicals unless instructed by a supervisor.

Issue:
You may not know how to operate industrial vacuum cleaners, dirty water mops, or equipment like floor polishers.

Solution:

• Ask experienced housekeeping staff for a demonstration.

• Take notes or short videos (if allowed) for reference.

• Practice using the equipment during quiet hours.

Among the tasks I carried out today were helping to make beds, changing sheets and towels, sweeping and mopping floors, and ensuring the guest rooms were clean and tidy. I also learned how to identify room statuses such as “vacant clean,” “vacant dirty,” and “occupied.”

Today’s experience was very beneficial and gave me an early understanding of the importance of attention to detail, discipline, and teamwork in ensuring guest satisfaction. I feel excited to continue learning and to give my best throughout this training.