-Bed making procedures are start by clearing the bed, then place the fitted sheet, followed by the flat sheet, and then add blankets, bedspreads, and pillows.

-Ensuring corners are neatly tucked and smoothed out.

-All the toiletries are replace with the new one.

-After ironing the linens, I lay them out flat on a clean surface and smooth out any remaining wrinkles with clean hands and sort the linens in a cool and dry place.

Liquids: Pink-Toilet

Orange-Bath Tub

Blue-Glass Cleaner

Sky Blue-Morning Breeze Fresher Fabrics:

Pink - Toilet

Blue-Glass Clean

Yellow-Bath Tub and Steel

White-Glass

-Learn to change the bath towel, bath mat, hand towel and face towel according to the size of bed in the room.

King - all towel are two except for bath mat

Twin - all towel are three except for bath mat.

-Ensuring that the mopped areas are not slippery and marked so that guests do not fall.

-Calculate the total amount of guest laundry.

-To calculate a guest laundry charge, must know the price per item and the quantity of items being laundered. Then, multiply the price per item by the quantity to get the total charge.

-Decorate a room for guest who celebrate their 40th anniversary.

-Mirrors and windows: Polish mirrors and windows to maintain a clean and inviting atmosphere.

-Trash bins: Empty and sanitize trash bins regularly.

-Wipe down equipment with disinfectant wipes after each use.

-Restrooms: Clean and disinfect toilets, urinals and sinks.

-lifting and sorting items according to categories in the store

- Provide a complimentary drinks in room for guest

-Each room should have 3 colour of coffee capsule (red, blue and grey), 4 sachets of tea and coffee

-Ensure that the mini fridge in cabinet is clean

-Manually load the linens into a machine

-Linens are washed, rinsed, and moved to hydro-extraction to remove excess water before they’re moved to a dryer to tumble dry.

-Folding the linens after ironing

-Then all the fresh linens will be carefully stored for distribution.

-Collecting all used towels left on the floor and replace with the new one

-Spray and wipe the sink and handles

-Rinse out the bathtub

-Ensure that the toilet roll is sufficient

-Replace all of the used towel with the new one

-Empty the bins

- Prepare enough toiletries for the upcoming guest

-Ensure that the water in the iron is clean and the cord is tied neatly

-Iron table is folded and arranged in its original place

-Provide enough slippers according to the number of guests in the room

-The laundry list and plastic bags for dirty clothes are provided

-The safe box is checked to ensure that no valuables are left behind by guests

-Cleaning 10 houses

-Fogging

-Collecting garbage in surrounding

-Decorate a room for guest who celebrate his birthday.

-Cleaning and sanitising shower/tub, sink, and toilet.

-Replacing used towels with fresh ones.

-Refilling toiletries (shampoo, conditioner, soap).

-Checking for any plumbing issues or leaks.

-Cleaning and disinfecting bathroom surfaces, including mirrors.

-Emptying rubbish bins and replacing the liners.

-Empty trash can and wastepaper basket

-Help to make beds

-Provide new towels

-Clean all surfaces, including furniture and lamps

-Wipe dust, even in hard-to-reach and hidden places

-Vacuum and mop the floor

-Clean bathrooms, including toilets, sinks, shower

-Clean the balcony

-Take out the trash including those in drawers and bedstands

-Utilize all-purpose cleaner and microfiber cloth to wipe and disinfect hard surfaces, ensuring a stain-free environment

-Restock guest amenities like coffee supplies, brochures and laundry bags

-Clean the bathroom including the toilet, shower, sink and mirrors.

-Replace towels and restock amenities as needed

-Vacuum and mopping the floors

-Cleaning and sanitising shower/tub, sink, and toilet.

-Cleaning the bathroom surfaces including mirrors.

-Change all the used towel

-Empty the bins

-Refill the toiletries

-Make up the stayover room

-Clean up the bathtub,sink and toilet

-Refill the toiletries and used towels with the new one

-Empty the dustbin and change the underliner

-Check if there is any stains before washing.

-Place laundry into the washing machine.

-Transfer wet laundry to a dryer, ensuring not to overload the dryer.

-Once dry, iron and fold the laundry according to preference and fabric type.

-Empty the bins

-Vacuum the floor

-Change all the used towels with fresh one

-Refill all the toiletries

-Clean the table and wipe the surface

-Sweep away the trash or dry leaves on the balcony

-Provide a complimentary drinks for guest in mini cabinet

-Ensure the coffee makers is clean and capsule with three colour (red, blue and grey) is provided

-Empty the dustbin

-Mop the floor

-Empty the bins

-Prepare 2 water bottle for each room (connecting room: 4 water bottle)

-Refill the complimentary drinks for guest (tea and coffee, coffee capsule)

-Cleaning the heater and coffeemaker, ensure that no water left inside

-Sweep the trash at the balcony

-Mop the floors

-Empty the bins

-Change the used towel with the fresh one

-Make sure that 2 laundry bag is place in the wardrobe

-Empty water bottle should be replace with new one

-Sweep the trash at the balcony

-Vacuum the floor

-Clean the heater & coffee makers

-Empty the mini fridge in cabinet

-Bed making for room that guest has leave including:

1. Strip the bed: Remove all existing bedding, including sheets, blankets, and pillows. 

2. Prepare the mattress: Ensure the mattress is clean and free of any dust or debris. 

3. Add the fitted sheet: Drape the fitted sheet over the mattress, tucking it in on all four sides. 

4. Add the flat sheet: Lay the flat sheet over the fitted sheet, ensuring it is smooth and wrinkle-free. 

5. Layer the blanket or duvet: Place the blanket or duvet on top of the flat sheet, ensuring it is evenly distributed. 

6. Tuck the corners: Use the "hospital corner" method to tuck the sheets and blanket neatly under the mattress, creating a crisp, professional look. 

7. Arrange pillows: Fluff and arrange the pillows, ensuring they are neat and aligned. 

-Empty the bins and replace the underliner

-Ensure that the fridge is clean and empty

-Cleaning the heater and coffee maker, make sure there is no water left inside

-Sweep the trash at the balcony and wipe all of the windows

-Make sure wardrobe are provided with iron board, iron, bathrobe (2), laundry bags (2), laundry lists (2) and slippers (2).

-Mop the floors

-Spray the curtain with room refresher

-Record the number of each item counted using a printed spreadsheet

-Check if there is any stains before washing

-Place the laundry into washing machine

-Transfer wet laundry to a dryer

-Ironing the linens and folding them at the laundry

-Sort the linens in a cool and dry place

-Empty the rubbish bins and replacing the underliners

-Wash the glass and mug the guest have used

-Cleaning the shower, bath tub, sink and toilet

-Replacing used towels with the new ones

-Replace toiletries (shampooo, shower gel, conditioner, soap)

-Disinfecting bathroom surfaces including mirrors

-Vaccuum and mop the floors

-Ensure that trolley have enough all types of towels and bathrobes

-Store linens in plastics to avoid any stains and for hygiene

Clear PH Hari Raya Puasa 1 (31/03/2025)

-Warm/hot water are needed

-Learn how to greet the guest and bring guest to the table, ask whether they want to sit inside or outside

-Dip silverware in hot water to remove soap spots and roll them up

-The napkins colour and baby plate must be the same on the table

-Do not put the sugar on the table except for customer request, only left the salt and pepper

-Clean the plate that customer have been used

-Change the napkin with new one

-Dinner plate are set at the center of place mats with napkins on it

-Water goblet are filled with flavoured drinks

-Desserts fork are placed on the top of dinner plate

-Refill the water goblet when it is already half or empty

-Offer coffee/tea to a guest

-Clear the plate/cutleries that guest have used

-Helps the guest that need assistance

-Organized the personalized welcome notes that front office have prepare for the guest

-Prepare a napkins and cutleries for guest to enjoy the foods

-Clear the room services after the guest have finished eating

-Table setting and clear

-Refill water and coffee beans on the coffee makers

-Sending the room services foods and drinks to the guest

-Prepare enough cutleries for table setting

-Wipe the wine glass and put it in the standard refrigerator beside the wine itself

-Help guest that need assistance

-Pour the cold water into a goblet

-Prepare the dinner plate at the center of place mats and put napkin on top of the plate

-Dessert fork are set at the top of the place mats

-Greet the guest when they arrive and brings them to the reserved table

-Clear the plate that have used by guest

-Offer coffee/tea to the guest

-Asks guest politely about their food whether they enjoy it or need some improvement on the dishes

-Pour the cold/warm water into a goblet and always ask the guest whether they want to refill water if the glass is empty

-Find the food tags like dessert, carving, soup and main course to make guest easier know the menu

-Clean the plate that guest have used

-Assist the guest that need helps

-Learn the basic table setting for breakfast & lunch (breakfast:should have sugar, salt & pepper, dinner: no need to put the sugar on the table, only salt & pepper)

-Get to know and remember the operation hours of the swimming pool area, riverbar, grade room for guest to relax (every Marriott should have) and gift shop (for staff, 30% off)

-Differentiate the glass that used for white and red wine, beer, mocktail, cocktail, whiskey

-Learn to know the setting of the buffet for breakfast and dinner

-For breakfast, the buffet should provide 6 types of main course

-breakfast (should have 3 types of milk including fresh milk, full cream and soy bean)

-Coffee, teh tarik, tea and chilled juice are included for breakfast

-For dinner main course should have (steamed white rice, mee/other types of rice, fish/seafood, meat, poultry and vegetables)

-Coffee, tea, infused water and one types of flavoured drinks are included except for teh tarik (if customer request, charge are made)

-Prepare enough cutleries for table setting

-Refill the salt and pepper

-Clean the table that have been used by the customer

-Refill the cold water and water in coffee makers

-Prepare the soft rolls and butter for customer that choose set/ala carte menu

-Serve the foods to the customers

-Find the food tags for main course

-Fold the napkins and change the used napkins with new one

-Clean the plate that guest have used

-Offer coffee/tea to a guest

-Table clear and setting for the upcoming guests

-Greet the guest when they are arrive and about to leave (do not hesitate to helps guest that ask for helps)

-Ask the guest about their foods for improvement

-Make sure that guest sign their bills before leave (for guest that not include buffet; dinner/breakfast)

-Folding the napkins

-Ensure the cutleries on the table are enough for guest to use

-Greet the guest when they arrive and helps the guest that need assistance

-Offer coffee/tea to the guest

-Clean guest table once they finish and ready for next plate

-Thanks guest that going back to their room

-Dip the silverware into hot water and wipe until dry

-Table setting for next guest for their breakfast

-Table setting for guest to have their dinner

-Ensure that there is enough cutleries on the table

-Greet the guest when they enter the cafe and ask the room number

-Bring the guest to their table, ask politely whether they want to sit inside or outside

-Ask the guest they prefer cold water/hot water

-Clean the guest table that have finish their food

-Ensure that all food have a food tag

-Prepare enough cutleries for dessert, soup, ice cream and noodle station

-Make sure that cutleries on the guest table are clean and enough

-Napkin and BB plate must be the same design on one table

-Greet the guest when they come in

-Give them hot/cold water based on their choices

-Offer drinks menu when the guest would like to drinks beers, wine

-Clean their table once finish

-Ask whether they want coffee/tea

-Thanks guest that about to leave

-After breakfast, continue on duty to prepare the table setting for guest to have their breakfast

-Greet the guest and show them their table

-Ask whether they want coffee, tea or chilled juice

-Help guest to send their coffee, how to use the coffee makers

-Clean guest table so guest can enjoy their next food

-Set the new cutleries for the next guest

-Change the use napkin with new one

-Thanks guest that about to leave and make sure the guest have sign their bills (for guest that not include buffet/ walk in)

-Set up a table setting and ensure that cutleries is enough for all guest

-Greet the guest when they enter the cafe and ask whether they want to sit inside or outside

-Bring the guest to their table and pour the cold/warm water into the goblet

-Help the guest that need assistance

-Clean the guest table once they are finish

Clear PH Hari Raya Puasa 2 (01/04/2025)

-After the talk ends, back to cafe to continue on duty

-Find the food tags for main course

-Fold the napkins and change the used napkins with new one

-Welcoming guest and ask their room number to know whether they are include for buffet or not

-Clean the plate that guest have used

-Offer coffee/tea to a guest

-Table clear and setting for the upcoming guests

-Find the reserve tags/name of the group and ensure that there is enough cutleries for the guest

-When the guest arrive, bring them to thier table and ask whether they want cold/warm water

-Tell the guest that their food is served buffet style

-Help guest that need assistance

-Clean the plate/cutleries once they are finish

-Ask guest whether they want coffee/tea

Clear PH Good Friday (18/04/2025)

Clear PH Labour Day (01/05/2025)

Clear PH Hari Wesak (12/05/2025)

Clear PH Hari Gawai (31/05/2025)

Clear PH Hari Gawai 2 (01/06/2025)

Clear PH Hari Keputeraan Yang Dipertuan Agong (02/06/2025)

-First day at Front Office, help to arrange a file for arrivals

-Print guest passport for check in and for guide

-Assist the guest and show the way to their room

-Update a data for the guest that already check in

-The data are include guest nationality, currency, date of birth & passport number

-All guest information must be kept and confidential

-Check the guest profile at comment whether they include breakfast & dinner

-Update guest information and their sharer

-Answer guests call whether they need something to be send to their room

-Guest complaint about their aircond, need to call the maintenance to check and repair

-Learn how to make a key for a room

-Log in into Saflok apps, select key function and check out a key first

-Once done, click on make standard key and click new

-Select the key will used by guest name and put their check out date

-Insert the key and prepare them with guest registration card for the next arrivals

-Check te guest reservation and print their registration card

-If the reservation have room number and room rate, the reservation can be print

-Download their details of bookings through Marriott Bonvoys, Agoda, Booking.com or emails (agent booking)

-Put the reservation card and details of booking together to ease the guest check in

-Greet the guest when they arrive and show them the way to their room

-Help guest to carry on their luggage to the room

-Arrange a file for guest registration card for tomorrow arrivals

-Separate the guest registration card for room that is no guest and have a guest

-If there is no guest, then make a key for that room

-Key card are made for each one of the guest in the room

-Answer guest call whether they need something to be send to their room

-Prepare the registration cards for arrivals the next day

-Check whether the room number is change or not

-Prepare a key card for room that is clean and no guest inside

-If the room is back to back, separate the registration card and make the key after the guest before is already check out

-Welcoming the guest and show them place to check in

-Show the guest the way to their room and the restaurant for having a breakfast and dinner

-Answer all guest inquiries

-Ensure that guest can enter the room using both of their key card

-Duplicate a new key for guest that have problem to enter their room

-Greet and welcoming the guest

-Help to carry their luggage to check in counter

-Ask guest politely to have the copy of their passport

-Help guest to brings their luggage to their room

-Show the restaurant for guest to having their breakfast and dinner

-Update guest information including passport number, nationality, date of birth and their sharer

-Check the room that can prepare a key card for tommorrow arrivals

-Answer guest call and provide their need including ask a help from maintenance and housekeeping

-Make a key card for guest to enter their room

-Make sure that there are 2 key card for each room or depends on how many guest in the room

-Check out the key before make a new key card

-Registration card are already printed with the bookings information

-Answer the calls and prioritize guest needs

-Calling a drivers if there is a guest want to go to the national park

-Open no post on opera to enable the cafe and bar post their bills

-Prepare and arrange a registration cards for upcoming arrivals

-Separate the room that key card are ready to make and not

-For the room that is clean and no guest inside, key card can be made

-Each room must provide at least two key cards or depends on how many guest in the room

-Answers guest call and external call that asks and want to confirm their reservation

-Filing the registration cards and bills for guest that already check out

-Calling a drivers to pick up the guest that just back from the park

-Ensure that all guest are comfortable and ask the room conditions when they pass the lobby area

-Open no post at Opera system to ensure their bills can be post by the cafe and bar

-Print out registration cards and details of guest bookings to easier the check in process

-Prepare a key card for tommorrow arrivals and put it together in the registration card file

-Check whether the room is maintain or have a change before prepare a key

-Filing the today check out registration cards and bills

-Answer the calls from internal or external caller

-Open no post for cafe to post the bills

-Greet the guest when they pass by the lobby and ask their room condition

-Update guest information on the systems

-Record all the guest needs and complaints and ask maintenance or housekeeping to fulfills guest needs

-Answer guest politely regarding the power shortage at the resort if the guest come and approach the counter

-Greeting and welcoming the guest

-Serve welcoming drinks and offer cold towel during their check in

-Help customer with the check in and asks permission from guest to have a copy of their passport for registration

-Show them the way to their room and helps to carry the luggage

-Ensure that the guest can enter the room using their key card

-Answering call from guest from their room and external call

-Ask a help from maintenance if guest room are having problem with their aircond, Saflok, light and more

-Prepare the registration cards for tommorrow arrivals

-Make a key for room that is clean and there is no guest inside

-Greet and welcoming the guest when they arrive

-Serve welcoming drinks and offer cold towel to all guest

-Show them counter for check in and ask guest to have a sit if the counter is full

-Ask politely to print their passport for registration and for guide save to enter the park

-Show the guest way to their room

-Answers all guest call and inquiries

-Provide guest needs and asks for maintenance/housekeeping if guest need extra amenities or fix something in their room

-Open no post on Opera system to ensure the bill can be post

-Write a notes if guest call from the room to make sure all guest needs are fulfilled (example: ice bucket, towel, water and more)

-Check an emails to print guest bookings through agents

-Print the details of bookings that have prepared by the agent about guest stays

-When the guest arrives next day, do not need to collect payment as it has been settle by their agent except for bills at the spa, bar & lunch

-Write a remarks on registration card what is include in their package, some guest may not include dinner during their stay

-Prepare a room key for guest according to how many guest in the room

-Update guest information in opera systems

-Answer guest call and asks their need in proper manner

-Always greet the guest when they are passed by and ask their room conditions to know the guest feedback about the room

-Check the total of next day arrivals and print out registration cards (details of guest bookings) to easier the check in process

-Prepare a key card and put it together in the registration card file

-Check whether the room is have a change before prepare a key

-Answer the calls from guest if they need something ask a help from housekeeping/maintenance

-Open no post for restaurant & river bar to post the bills

-Update guest information on the systems

-Record all the guest needs and complaints

-Pay attention to customer complaints and find a solution to solve it

-Answer guest politely regarding the power shortage at the resort if the guest come and approach the counter

-Arrange a check out file according to months

and years

-The documents that have guest details must be separate and shredded to protect guest privacy

-Guest details are confidential and the assosiates must keep the data in safe place

-Print registration cards for the upcoming arrivals and their room rates

-Prepare a key card for guest to enter the room

-Ensure that the key card have been made correctly according to room number in Opera systems

-Update guest information in systems

-Answer a call from guest that need pick up from park after their tour or guest that need something to be send to their room

-Greet and welcoming the guest when they arrive

-Serve welcoming drinks and offer cold towel to the guest due to the hot weather

-Ask politely to have a copy of their passport

-After done with registration, assist guest with their room direction and show to them a restaurant for having their breakfast and dinner

-Wish guest a pleasant stay and answer guest inquiries in proper manner

-Print guest registration card for arrival next day

-Prepare a room key for room that are ready for guest to check in

-Open 'no post' on Opera system to enable the bar & restaurant post guest bills

-Answer a call from internal & external caller with politely and accurate information

-Prepare a key card for tomorrow arrivals

-Ensure that key are based on how many guest in the room (if one guest, must prepare 2 key for standard)

-Separate the file for back-to-back room because the key cannot be made until the guest in house check out

-Write a remarks on the registration card what is include for their package (dinner & breakfast or breakfast only)

-Some guest book a tour with the hotel for 4 showcaves, write a remarks and explain to guest about their tour when they are check in

-Write an arrivals time for each room to ensure that the room must be ready before guest arrives

-Answer a call from guest in case they need something from the room

-Sometimes, need maintenance help to check for guest aircond/light/fan

-Make a key card for group before they arrive

-If the room & key card is ready, then the guest can enter their room early (no extra charge)

-Ensure to get a copy of every guest passport to update their information in systems

-Explain about the facilities (gym & spa) and operation hours of riverbar & cafe

-Must tell the guest what is included in their packages and all the bills during their stay can charge to the room and settle during their check out

-Assist the guest to their room and ensure that both of the key cards are works well

-If guest need anything from the room, ask them to dial 0

-Answers all the call which is from external & internal

-Explain politely to the guest when they approach a front desk regarding the room problems and provide a solution

-Print registration cards and details of guest bookings

-Ensure that the total of name for arrivals are tally with the name on registration card file

-If the bookings is cancel, no need to print the details of bookings

-Some of the bookings details are in email from agents or from source like Trip.com, Booking.com, Expedia

-The bookings under Marriot can be found on Marriott International websites by entering the confirmation number, guest name and their arrivals date

-Greet the guest when they pass by the lobby or back from cave visit

-Call a driver when guest need pickup or shuttle to national park

-At the morning, assist guest with check in and ask permission to have a copy of their passport

-Explain politely about the turn for check in if there is too many guest arrive at one time

-Check in a guest that have booked with agent about their tours

-Briefly explain about operation hours and facilities at the resort

-Tourism tax RM10 are charge for foreign passport holder for one night

-Help guest with their room direction and carry their luggage

-At the evening, prepare a room key for tomorrow arrivals

-Ensure that key are made earlier as the resort are often face power shortage (afraid guest cannot enter the room)

-Print the upcoming guest registration card and details of guest bookings

-Answer guest calls whether they need extra amenities or have something to be fixed in their room (aircond, light and bathroom)

-Labelled a luggage for group check in that have direct tour from the airport (happen when flight delayed or arrive late)

-Help to carry and send the luggage to guest room so that when guest back from tour, they just go for check in and get the key from reception

-Make sure that the guest room is locked when the luggage is already inside to protect their belongings

-Assist Free Individual Traveller check in that already make a bookings for tour with the agents

-No payment made for express check in as everything will be settled during check out

-Explain about the facilities around the resort and operation hours

-Close no post on systems so that the spa & bar can post guest bills online

-Greet the guest when they pass by the lobby and respond to them if they need some help

-Received a call from external & internal calls

-Welcome and greet the guest when they just arrive at the hotel

-Assist the guest for check in and offer them welcome drinks

-Check in guest that have bookings with agent and explain about their package

-Help the guest withe their room direction

-At the evening, help to separate the copy of guest passport and shredded all of the papers to protect their data

-Arrange the registration cards without passport or credir card documnet based on first quarter until four quarters in one box and must be labelled

-All box that have been labelled must be send to AYS room

-Guest details are confidential and cannot be seen by others assosiates in the property without permission as it is our responsibility to keep their personal data

-Prepare a guest registrations card and details of bookings

-Check for a room that can make key and separate the back to back room files

-Key for Marriott Elite members are different and if there is room upgade, must put the upgrate cards on key jacket

-Filing today's registration card check out and place them in safe area

-Assist guest for check in by have a copy of their passport and ask them to wait patiently as colleagues will attend to them shortly

-Help to carry guest luggage to their room and wish them a pleasant stay

-Answer guest call and ask a help from maintenance and housekeeping if they need something

-Handle customer problems and provide a solutions

-Welcome and greet guest when they arrive and show them place for check in

-Serve the welcome drinks to the guest and offer cold towel

-Help to print a copy of guest passport for update their profile in Opera

-Check in a group that already book a package with agent and explain to the guest what is include in their package for stay

-Ask whether the guest are Marriott member or not, if not ask permission if they want to be a member, we can enroll them for free

-Ask about guest departure flight time (in case airport have announcement about flight cancellation)

-Tell the guest the outlet operation hours and facilities

-At the afternoon, after all flight have landed, update all the guest information and enrolled them as the Marriott members

-Print registration card and details of guest bookings

-Prepare a key card for next day arrival

-Answer a call from external and internal (pickup/need something from the room)

-In the morning, when shuttle from airport arrive, help the bellman to carry guest's luggage to the lobby

-Serve welcome drinks to the guests that just arrive and offer them cold towel as the weather is too humid

-Help guest that have bookings under agent to check in as there is no payment needed for express check in

-All payment for under agent bookings are made during guest check out

-Explain what is include in their package, the facilities around the resort and outlet operations hours

-Assist guest with their room direction and carry all their belongings to the room

-Wish guest to have a pleasant stay at the resort

-In the evening, answer guest call when they need anything from the room

-Make a key card for tomorrow arrivals and print registration cards for upcoming arrivals

Clear PH Hari Raya Haji (07/06/2025)

Clear PH Awal Muharram (27/06/2025)

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