My name is Nur Alysha Binti Mohd Rizal, my matric number is 287137. I am from Universiti Utara Malaysia (UUM), currently in semester 8, my last semester of study. I was doing my internship on 16 March 2025 - 19 September 2025 in Doubleetree Resort by Hilton Penang. I was assigned in Front Office Department, Housekeeping Department and Food and Beverage Department during my internship. The purpose of this padlet is to record my daily activity during my internship journey.

The roster given by this department by month, so for this month first week I working 9.00 A.M. until 5.00 P.M. and my rest day on Sunday.

Start my first day at Front Office Department in Reception, observing how the staff do all the work and treat the guest.

My tasks for this weeks:

• Get all the information about the hotel from the staff.

• I observe how the staff doing the check in and check out .

• I help the staff put the registration card at the mechine and give the guests the registeration form to sign to complete the checking.

• The staff Madam Shalene add I inside the group whatsapp so that I aware about all the information this hotel.

• I give welcome letter to the guests and explain about the facilities to the guests.

• During that time the pool under maintainance, that means pool at hotel close, but this hotel provide the alternative pool to Angsana hotel. I explain to the guests about this so they know. The hotel provide shuttle van to Angsana every 2 hours maximum 10 person they need to give the name if they want to go. If the guests want go by their own need to tell the reception so that from this hotel side can know about this.

• After finish register during check in, I will give the welcome cookies to the guest.

• Other than that, I will pack cookies every morning and put at wormer rack.

First Day, come to this department and meet all the person incharge. My shift for this department is same 9.00 A.M. - 5.00 P.M. and my rest day on wednesday.

The Housekeeping Department is an essential part of any hospitality establishment, responsible for maintaining cleanliness, hygiene, and a welcoming environment throughout the property. It plays a crucial role in ensuring guest satisfaction and upholding the reputation and standards of the hotel or facility.

My task for this week:

• I have been asign by Ms Pavitra for the first week being room attendance. I follow Mr. Shamim to clean the room, we got 21 room on that day it depends on the occupancy day by day and have different status of the room Vacant Dirty, Vacant Ready, Occupied Dirty, Occupied Clean, Out Of Order.

• Before going up to the floor that I got incharge I need to attent the briefing by the supervisor to take note any important information. During briefing every RA will take note if have fussy guest, Very Important Guest(VIP) or Diamond Member to take care.

• During briefing all the problem happen yesterday will be discuss to archieve a better operation quality.

• During briefing also the supervisor incharge will tell the occupancy on that day and tell the planning to finish the room as soon as possible to avoid pending room.

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This is the second month in this deparment for this week my shift is afteroon which is 3.00 P.M. until 11.00 P.M. This month also i go to other seaction of front office department which is Careline.

• Careline is typically used to describe a position that supports guest service, mainly through an internal Careline operator or service desk, but it can also refer to a position that is part of the front desk, concierge, or guest relations team.

• In this deparment have four parmanent staff who are teach me how to pick up call and respond all guest request politely, the staff are Mr. Ong Singam, Mrs Norran, Mrs Syida and Mrs Sharmila.

• It is a key part of the front desk/guest services department, guaranteeing an excellent guest experience by promptly and courteously handling requests, questions, and crises.

7 APRIL 2025 - 13 APRIL 2025

This week my shift Afternoon 3.00 P.M. until 11.00 P.M.

My task :

This week I read all the menu for In Room Dining (IRD). This order operate from 6.00 A.M. until 11.00 A.M. for breakfast and 11.00 A.M. until 11.00 P.M. all day dining.

• The choice of menu for In Room Dining limited compare to at restaurant Makan Kitchen.

• So basiclly, the guest will order via careline, which is the guest will look at the menu inside the room and choose call the careline team, then the careline team will take the order and send the order at point of system aglygis. Then, the careline team will use talkie to IRD team and said order in so that the IRD team will alert order in. Then the IRD team will send to kitchen to prepare the order.

• The careline team will repeat the order to avoid missing order and inform the guest estimate food will be ready around 30 minutes to 40 minutes because it will take some time to deliver to room.

• The payment method the guest can pay is by cash or card. If guets want pay by card the team will bring the machine to the room. Other than that, if the guest want charge to room need to check first on their profil, if have stop charge they cannot charge to room if they have deposite they can do so.

• All order from In Room Dining need to pay directly right after the food arrive at their room.

My shift for this week is afternoon 3.00 P.M. until 11.00 P.M. except 20/4/2025 my shift 10.00 A.M.

My task for this week:

Know how many members have in Hilton Honors and differenciete the benefit they got from being member.

• The first stage for Hilton Honors Members, is "Blue Member" . The benefit guests can get is 10% discount on Food and Beverage (excluding In Room Dining & Breakfast), Standard Wifi, Guaranted Hilton Honors Discount rate and get exclusive rate as a Hilton Honors Mmber when booking on Hilton.com or Hilton Honors apps. Other than, that can choose room 24 hours in advance.

• Second, Hilton Honors Silver, "Silver Member". The benefit guests can get is 10% discount on Food and Beverage (excluding In Room Dining & Breakfast), Complementary Standard Wifi, 20% Elite Bonus Points, 5th Night on Complementary Basis on Reward Stay, Complementary 2 bottel of water, Guaranteed Member Discount, Digital Check - in and choose your room, Elite Tier Rollover Nights.

• Third, Hilton Honors Gold, "Gold Member". The member can choose either points and complementary breakfast, 80% Elite Points & Milestone Bonuses, 5th Night on Complementary Basis on Reward Stay, Complementary 2 bottel of water, Digital Check - in and choose your room.

• Lastly, Hilton Honors Diamond, "Diamond Member". The member will get evening canapes and beverage service at Axis Lounge from 6.00 P.M. - 7.00 P.M., Complementary breakfast at Makan Kitchen, 100% Elite Bonus Points & Milestone Bonuses, 48 hours Room Guarantee, Complementary 2 bottel of water and premium wifi, 5 night on complementary basis on reward stay and complementary late check out subject to availability. All this only apply to 1 room for 2 persons when multiple room booked.

Food and Beverage at Doubletree Resort Penang divide into a few outlet which are Makan Kitchen, Food Store/ Axis Lounge and lastly In Room Dining. This outlet have different time operation like Makan Kitchen breakfast time 6.30 A.M until 10.30 A.M. for weekdays and 6.30 A.M. until 11.00 A.M. for weekends and Public Holidays and this restaurant located at lower ground floor. Food store and Axis Lounge the time operation is 10.00 A.M. until 12.00 A.M. located at ground floor. In room Dining the time operation is

The roster for Food and Beverage Department given by the staff every weeks, sometimes it change depends on the operation. For the first week 1/7/2025 I working 9.00 A.M., 7.00 A.M. rest day, then i got split shift 8.00 A.M. - 12.00 P.M. come again 6.00 P.M. - 10.00 P.M. end of this week I working 3.00 P.M. until 11.00 P.M.

My Task for this weeks :

When morning shift will take care of breakfast, come to the counter and ask the team leader what the task they will asign to you. Basically, on that day I take care of breakfast at Section A but I also look around other section to help other team if the overlook the table.

• Before clearing or take the plate or any glasses from the table make sure ask the guest first like "Excuse me Sir/Madam are you finish or done for this? Can I clear?" this sentences we need to use to show that polite and no sudenly take the plate form the guest without asking.

• I am observe how the staff handle the guest and talk to the guest if got any problem.

• After guest finish their breakfast and leave the restaurant we need to clear the table, wiping and set the table for the next guest. This need to settel done fast expecially during high occupancy because guest in and out frequently.

• After bring the guest to the table need to change the tag on the table from vacant to occupied so that if the guest not on the table take the food but the tag already change we know the table still have people having their breakfast.

• For Diamond member they will ask for having juices or any coffee they would like to have, then can make send to the table.

• Guest who bring family if they have kids I would offer if they want baby chair and kids plate, if they want I will bring the table. Small action sometimes make the guest happy because they feel welcoming on to that place.

• Mr. Kumar also teach me how to check the coffee mechine how to refill the milk if already finish because it will show sign like sound on that coffee mechine. After that if i saw that case happen I already know how to solve.

• Full fill the request from guest some of them request Ice Chocolate then send to their table.

• After finish breakfast time, I need to collect all the sugar bowl on the table and keep and ready for set up lunch.

This week my roster 7/7/2025 I working 3.00 P.M., next day my rest day, then I got split shift 8.00 A.M. - 12.00 P.M. come again 6.00 P.M. - 10.00 P.M., next day 3.00 P.M. until 11.00 P.M. and same time until Sunday which is 13/7/2025.

My Task for this weeks:

This week I learn how evening operation work like for dinner. Dinner operation at Makan Kitchen the only restaurant have at this hotel. Dinner they sell ala carte, when the guest order the chef will freshly cook for the guest. The restaurant open daily from 6.30 A.M. until 10.30 P.M.

• Observe all the menu at makan kitchen and the menu divide by starters, sandwiches and burgers, soup, pasta, pizza, malaysian favorites, international flavors, vegetarian delight, kids menu and also have beverage menu.

• So basiclly, I will ask the guest table for how many person, then the guest will said, I will assist the guest and bring the menu together and give to the guest. Give guest time to look the menu, when they ready, they will orders, if they not call the waiters I will go to the table and ask the guest ready to order or still need time to decide what to order, if they said yes proceed taking order, if they not ready just give them time and leave it.

• When taking order I will greeting them like "Hello/ Good Evening Sir/ Ma'am are you ready to order?, if they said yes I will take the order, I listen carefully to avoid missunderstanding about the food they order, or have any special request they ask for.

• After finish, taking order I will repeat the order to confim with the guest all the food and beverage is correct. I also will ask the guest the room number if have any problem or cases I can refer to the room number or maybe if they our hilton honors members they will entitle some promotion or discount.

• I also will tell them about the estimate time food will be ready like 20 minutes- 30 minutes, and maybe less than that. During high occupancy the time it depends and change because kitchen only have one it will cover the order from Makan Kitchen, In Room Dining and Food Store/Axis Lounge. This I explain to the guest if some of the guest asking why the time so long.

• If the guest got angry immediately offer something like chips or fruits so that they can enjoy while waiting the food.

• I also learn some of guest order the food course by course means start with starter, soup and main course and lastly dessert. I will by the food guest order if they request like that.

  
  

Start with 14/7/2025 working Evening shift 3.00 P.M. - 11.00 P.M., then next days my rest days, 17/7/2025 until 20/7/2025 I working Morning shift which is 7.00 A.M.

My Task for this weeks:

This week I learn how manage the lunch operation for ala carte at restaurant. Sometimes got lunch event from group need to set up, normally for lunch group will having a buffet for them.

• After breakfast, Makan Kitchen will operate for lunch, restaurant need to set up put the cutleries and place mat.

• Lunch at Makan Kitchen have ala carte. This retaurant have variety menu that guest can choose.

• Makan Kitchen offer express lunch meals, for this menu divide by three which are Malaysian Set Ayam Hempuk, International Set and Malaysian Fusian. For this set include beverage, guest can choose the drinks between Coke, Sprite and Chill Juice. This set also come with the fruit platter.

• I learn how to comunicate with the guest or explain about the menu if the guest asking.

• This express menu offer only limited time from 12.00 Noon until 3.00 P.M.

• If the guest do not want to eat this we have other option.

• Day by day I learn this to improve my comunication skills with the guest.

Start with this week on 21/7/2025 I working Evening shift 3.00 P.M. - 11.00 P.M., next day my rest day, I got split shift 8.00 A.M. - 12.00 A.M. and come again 6.00 A.M.- 10.00 P.M. and until Sunday my shift evening whic is 3.00 P.M. - 11.00 P.M.

My tasks for this weeks:

I learn how to turnover for the next day breakfast. For those who are working evening shift need to set up the Makan Kitchen for the next day breakfast.

• I need to collect all the place mat.

• I put the sugerbowl on the table every section which are Section A, Section B, Section C and Section D, lastly Terrace.

• I need to make sure all the table complete with the cutleries and also have salt and pepper.

• I need to wipe the table if got any dirty and make sure clean.

• I also do the stake up for the cutleries to make sure all full in the rack so that tommorow breakfast easy to turn over.

• I do all this during my evening shift.

This week my shift for Monday and Tuesday is Evening 3.00 P.M. - 11.00 P.M., next day I got split shift 8.00 A.M. - 12.00 P.M. - 6.00 P.M.- 10.00 P.M, Thursday, Friday, Saturday my rest day and I claim my public holiday off, then on Sunday I got split shift.

My Task for this week:

I learn how taking order for Foodie which is guest is booking include meals. This is one of the special marketing for this hotel to interact guest to purchase the package.

• For this one guests can choose ala carte or buffet. If the guests come on the day having a buffet they can choose that, if not they only can eat ala carte food.

• The menu for this package limited but they will get starter, main course, dessert and drink.

• The amount of food can be order is depends on how many person they booking for.

• If the booking come with the children, the guest can choose one food from the kids menu.

• I learn how to serve the food course by course, starting with starter, main course and dessert.

• The list of foodie will given by careline team in the group whatsapp , so that when the guest come and said their room number food and beverage staff already know and get the record about the guest.

This week my shift from Monday until Saturday at 8.00 A.M. until 4.00 A.M. and Sunday my rest day.

My task for this week:

• I learn how to take order.

• Firstly, I will give the menu to the guest, then guest will overview the menu.

• After that, I will ask the guest if they ready to order or not.

• I will repeat the order to make sure correct if the guest said wrong order or something happen they cannot blame to the staff because already repeat the order.

• If the food the guest order take a long time to cook I will explain to the guest so that they can wait the food patiently, like example they order Chicken Sheet Pan 'Well Done or Fully Cook' the time take longer to ready, and I will the the guest.

• After finish repeat the order I tell the guest the estimate time food will be ready around 20 minutes - 30 minutes, the time depend on the situation at kitchen if busy the time for estimate food ready a bit longer, if the guest do not have problem and can wait, I will proceed the order.

• After finish, I will fire the order to the kitchen, if got any special request like no spicy or no vegetable and so on. Small request need to be alert to avoid complain or any problem happen.

• During taking order need to listen the guest request or order carefully to avoid missunderstanding.

• I practice this everytime I want to take order.

• After finish taking order I will give the ice water or warm water.

This week my shift Monday my rest day, Tuesday until Sunday I working Evening shift from 3.00 P.M - 11.00 P.M.

My task for this week:

This week I learn how to use the point of sale system Agilysys. This week also I taking care of the group for Dinner from Kbs - 23 pax, Shegi Trading - 70 pax, and Bina Skills Academy - 29 pax.

• I learn how to key in the order using is POS, for the first time it is not easy but slowly understand and practice day by day.

• How to use this system? When want key in the order I need the acsess card from the permanent staff to open the system.

• This system have equipment like screen, printer,cash drawer and access card.

• When open the system have table layout according the table arrangement that hotel use.

• This system have a name on every outlet for Makan Kitchen , In Room Dining and Food Store/Axis Lounge.

• When I press the screen I will key in How many guest have and select the table they seat to open the bill. After that I will start to key in the order based on the guest order.

• The order need to carefully to avoid wrong key in order.

• Before key in order, I will select check type which are diamond coctail, entertaiment, inhouse guest, officer check poolside and lastly walk in guest.

This week my shift is evening from monday to sunday 3.00 P.M. - 11.00 P.M except wednesday my rest day. This week a lot of event having a dinner at Makan Kitchen which are group from Binaskill Academy- 29 pax, Simedarby - 43 pax, Shegi Trading, Majlis Pembandaran Selayang - 41 pax, Rassalab Global- 40 pax and Nes Fircroft- 130 pax. This week have been busy with event.

My task for this week:

• I learn how to collect the payment.

• This hotel use a few type of payment which are Cash, Card or Charge to Room.

• Cash - I will bring the bill to the guest and ask for check the bill it is correct or not. If the guest pay and have balance I will bring the balance to them.

• Card- Guest can pay any type of card, like Debit Card, Credit Card, Visa and So on, bring the mechine payment to the table guest and collect the payment.

• Charge to room- If the guest want to put the bill on their room, I will check on the profil if they have deposite or no, or stop charge. I f they have deposite they can put in to the room, I will ask for to put the name, room number and get the signature. After that, I will close the bill and key in on the system.

• If not sure anything I will ask help from the staff to teach me and solve it.

• Currently, for Hilton Honors member having 25% discount if they dine in at Makan Kitchen on selected item except promotion item not included.

Housekeeping Department at Doubletree Resort by Hilton Penang divide into a few part which are Room Attandance, Public Area, Linen and Uniform. This part have their important role that I have been learn from this department.

Front Office Department at Doubletree Penang by Hilton divide by Reception, Concierge, and Careline Team. For this three section I learn a few during my internship time.

This week my shift start 11.00 AM. until 7.00 P.M. except thursday I working 9.00 A.M. until 5.00 P.M. and Sunday my rest day, Monday I got off for my public holiday.

My tasks for this week:

• I learn do the check out with zero deposite guide from the staff Mrs Nurul.

• During check out need to check their profil so that got any pending payment guests should pay before checking out.

• During checking out, I asking the guests "How your stay here?" and "Thank you for staying with us?.

• Any feedback from the guests I will take note and inform to our duty manager to improve or can give any futher action.

• Express checking out also the guests can do but make sure not any payment they need to do.

My shift for this week 10.00 A.M.- 6.00 P.M. except Saturday my off day and Sunday my shift afternoon which means 3.00 P.M. until 11.00 P.M.

My task for this week:

I learn how to operate the Kipsu to engage with the guests, here have a few step hotel can do to make sure the guests feel welcoming and their stay bettern enjoyable.

• I send the kipsu for Arrival guests to make sure anything they want we can put early before they come like "Welcome to Doubletree Resort by Hilton Penang, is there anything we can do to make sure your stay more enjoyable" to arrival guests thru Sms and Whatsapp.

• I also send Kipsu to Inhouse guests to asking about their situation stay with us and also sending Greeting Morning to them, this action make guests feel welcoming and happy. Other than that if the guests want to requests any amenities they also can tell us during I sending the kipsu.

• Lastly, I sending Kipsu to the guest already checking out which is Departure. This is very important to sending because we can get the feedback and do action if got any complain regarding the hospitality they get from here. I send and asking How your stay here, hope to see you again thru Whatsapp and Sms.

This week my shift afternoon except Friday 11.00 P.M until 7.00 P.M, Saturday my off day and Sunday my shift 10.00 P.M - 6.00 P.M.

I pack the amenities and check the list of room Hilton Honors Member to put the amenities.

My task for this week:

• I packing the amenities at Careline Department.

• I Check the list room to give the amenities.

• Amenities like a slice or cake for Happy Birthday, Honeymoon, Aniversary, other than that they also give fruit basket to the guests.

• I also write the name of the guests on welcome letter to make they feel stay better.

• I pack all the amenities and put seperately to give to In Room Dining team sending to the room. Normally, they will send to the room at 3.00 P.M. above.

• The amenities they will get based on the level of Hilton Honors Members.

This week my shift 10.00 A.M. until 6.00 P.M. except Thursday and Friday my shift afternoon and rest day Saturday.

My task for this week:

This week I learn how to pick up the call from the Inhouse guests.

• Firstly I pickup the call, I need to greeting the guest like " Good Morning this is careline Alysha speaking, How may I assist you?, then listen carefully what the guests need.

• After listen what the guests want, if they request amenities like water bottel, shaver, dental kit, comb or anything regarding amenities I will send the request to group runner at whatsapp.

• If I am not sure about the things guests asking I check with the permanent staff there and said to the guests like " Give me a minutes, I will hold the call and check get back to you, after finish check I will said "Thank you for holding" and give the answer to the guests.

• The request regarding Luggage I will put inside the group whatsapp Concierge team with code "LD- that means Luggage Down the guests ready to check out need assist". LUP - that means Luggage Up the guest already check in and need assist from bellmen to send the luggage to the room.

• Other than that, for calling the guests room need to put 8 before enter the room number to call for example 8911.

• I also learning first thing when I pick up the call, Mrs Norran said we need to take the room number if got any problem we can refer to room number.

• I learn everyday how to pick up the call and be more confident talking with the guests.

My shift for this week afternoon for Monday and Tuesday, the rest 10.00 A.M. - 6.00 P.M. except Saturday my rest day.

This week also I learn pick up call but from outside call. The way for respond for this call is different with Inhouse guests.

My task for this week:

• Firstly need to wait untill the outside call speak and need to greeting like "Good Morning, thank you for calling Doubletree Resort by Hilton Penang, Alysha speaking, How may I assist you?

• The guests have a differents question to ask, I will listen carefully, I receive the call regarding the guests want to confirm about their booking.

• Other than that, they want request for the decoration regarding their own ceremony, I will update thier profil so that during check in the reception team will aware about this because can trace.

• Sometimes I also receive call from any corporate or goverment team they asking about the rate for doing event here, so I transfer the call to marketing and event to assist team. I will said like "Allow me to transfer your call to our marketing team to assist you" then press transfer and put the code.

• If the guest want to make the reservation I will transfer the call to reservation team to assist but Inhouse reservation only operate 10.00 A.M. until 6.00 P.M. If still got call asking regarding reservation outside that time I will transfer to global reservation hilton and the call will bounce to other country.

My shift for this week Monday until Thursday 10.00 A.M. - 6.00 P.M. shift Friday I got Public Holiday off and Saturday my rest day and Sunday my shift afternoon.

This week I learn how to check room at OnQ system by Hilton.

My task for this week:

• I will receive call from any department they will ask to check.

• I usually receive call from engenering team to check room either the room,VR,VC,OOO,OC,OD. This is because they want to make sure no guest inside when they want to doing work.

• I check the status room and tell the person who are calling.

• I also receive the call from kids club team, let said their children want to do the activities have a fee and want to charge to room, I need to check they have deposite or not if stop charge cannot post need to pay immediately.

My task for this week:

I asign at Linen Department, I follow staff to do the activities.

• I do sorting when the trolly arrive i divide the bedsheet,duvet, hand towel,face towel, bath towel, and count and write.

• I also take care uniform room and give to the staff their uniform if they come to work.

• When laundry arrive I arrange the uniform by department which are housekeeping department, front office department, food and beverage department and engenering department.

• Each staff member has three uniforms and they have their own code.

• I also check the amenities at linen room like dental kit, shaver, comb, sanitary bag and other .

My task for this week:

I need to take care the Public Area

• I clean the mirror at Makan Kitchen using chemical R3.

• After breakfast I go sweep the floor and around Makan Kitchen, Terrace, and Makan Kitchen Feringghi.

My task for this week:

I learn about the buffet that Makan Kitchen Offer. Buffet only have two which is on Friday and Saturday. Sometimes if the occupancy high the restaurant will open semi buffet.

• I learn how to put the foodtag

• I put all the cutleries and tong near the food bowl

• I set up the hotpot place to the guest

• I pour the ice water and look around the table for clearing

I learn to do request from the guest for special day like birthday,anniversary for deco at Makan Kitchen.

My task for this week:

• I do deco table suitable with the theme like birthday put the card and wording"Happy Birthday".

• For the food the guest will choose by their own want ala carte, or set ikan bakar or other package.

  
  

• I follow Kak Achi to check the room when room attendance finish do the vd room.

• I check all tge amenties and dustin the room so that the room clear.

• Release the room once it ready to sell

• Check room pending before guest enter need to be clean

• Update ok report so that easy to track.