• Following the briefing, HR gave me a short orientation around the hotel, introducing me to several departments before escorting me to my first placement in the Reservations Department. Here, I was given an introduction to the department’s scope of work, including the daily responsibilities of a reservation staff. My supervisor also explained the working hours, which usually run from 9:00 am – 6:00 pm (Mon–Fri) and alternatively 9:00 am – 4:30 pm (Mon–Sat every other week). However, since my internship took place during the month of Ramadan, the working hours were adjusted to end one hour earlier to allow Muslim staff to prepare for iftar. Therefore, my first week followed the adjusted schedule of 9:00 am – 5:00 pm.

  
  

• During this week, I was introduced to the hotel’s reservation system, which required manual key-in of data. I was guided step by step on how to input guest information, select room categories, and ensure accuracy in booking details. I was also exposed to booking processes via Online Travel Agencies (OTAs) such as Traveloka, Booking.com, and Trip.com. My supervisor explained the similarities and differences between these platforms, and how guest details from vouchers must be carefully transferred into the system.

  
  

• In addition, I was given a public holiday leave on 18 March (Nuzul Al-Quran), before resuming my duties for the rest of the week.

Learning / Reflection:
The first week provided me with a solid foundation and introduction to the overall hotel operations and specifically the reservation workflow. I learned how important it is to be attentive when handling guest data, as even a small error could affect the entire booking process. I also became familiar with different room categories, booking procedures, and hotel promotions, which gave me a clearer picture of how the reservation department plays a vital role in overall hotel operations.

• On 26 March 2025, Hotel Maya KLCC organized a Hari Raya photoshoot session. All staff members, including interns, were asked to wear traditional attire and take part in the session alongside the General Manager and the Heads of Departments. This event gave me the opportunity to meet senior colleagues from other departments, interact with them in a casual yet professional environment, and strengthen my sense of belonging within the hotel community.

Learning / Reflection:
By the end of the second week, I had become more confident in handling bookings under supervision. I realized the importance of accuracy and consistency in reservation data entry, as even minor errors could lead to guest dissatisfaction or operational issues. I also gained a deeper understanding of the different OTAs and how their booking structures vary. The Hari Raya photoshoot was also a memorable experience that allowed me to build better workplace relationships and understand the importance of teamwork and camaraderie in a hospitality environment.

• In addition to the daily booking tasks, I was also assigned a new responsibility of sorting booking files. After completing all reservations in the system each day, I needed to separate the booking vouchers according to their respective dates and months. These documents had to be properly sorted and filed into partitioned drawers in the reservation office for easy reference. This task highlighted the importance of organization and documentation in the reservations department, as having a clear filing system ensures smooth coordination when cross-checking guest bookings.

Learning / Reflection:
During the third week, I felt a significant improvement in my confidence and ability to handle reservations independently. I began to see myself as part of the daily operations rather than just an observer. At the same time, I understood the critical role of maintaining a systematic filing process, as proper documentation ensures efficiency and accuracy for the whole department. This week taught me the value of attention to detail, self-reliance, and accountability in handling real responsibilities.

Learning & Reflection (Week 1):
From this week, I learned the importance of being detail-oriented and professional in every interaction at the reception desk. I realized that even minor mistakes could directly affect the guest’s impression of the hotel. This experience also helped me adapt to the culture of shift work, which requires discipline and good time management. Most importantly, I started to build confidence in interacting with guests face-to-face.

Learning/Reflection:

I gained valuable skills in on-camera presentation, including how to adjust my expressions and delivery to suit a social media audience. I also learned about the importance of digital branding strategies, particularly how platforms like TikTok are now widely used to reach and engage potential guests in a more creative way.

Overall, I felt proud to contribute to this project as it not only boosted my confidence but also allowed me to see how teamwork across departments (Marcom, Sales, and Front Office) is crucial for successful promotions. This experience gave me a better understanding of how hotels connect with their target audience through modern platforms, which I believe will be very useful for my career in hospitality.

• During this week, I was also introduced to the different room categories available at Hotel Maya KLCC, such as Deluxe Rooms (King or Twin), Heritage Rooms (King or Twin), Premium Rooms (1 King Bed + sofa bed that can be extended as an extra bed), Grand Premier Rooms (1 King Bed + 2 Single Beds), and the Executive Suites with larger space and premium facilities.

  
  

Learning & Reflection :

This week taught me the value of attention to detail and the role it plays in creating guest satisfaction. By checking the completeness of room amenities, I understood how Front Office and Housekeeping work closely together to ensure a smooth guest experience. I also gained useful knowledge about the different room types, which helped me answer guest inquiries more confidently.

The unexpected 12-hour shift on 22 July further developed my adaptability and resilience as a Front Office staff trainee. It gave me a real insight into what it means to work in a service industry where flexibility is required to cover operational needs. Even though it was tiring, I learned how to pace myself and remain professional until the end of the shift.

Learning & Reflection :

This week strengthened my understanding of financial accuracy and accountability at the Front Office. I learned the correct posting procedures for both cash and card payments under Advance Payment, which is different from the process in Reservations. I also realized the importance of carefully maintaining the cash float balance of RM2,500 to prevent discrepancies. Accuracy, attention to detail, and honesty were essential, as even a small mistake could cause major issues for the Finance Department.

Handling these responsibilities gave me a clearer sense of how crucial the Front Office role is in safeguarding the hotel’s financial integrity. At the same time, managing check-ins and check-outs independently boosted my confidence and improved my ability to serve guests with professionalism.

Learning & Reflection :
This week taught me that even small gestures, such as preparing and delivering a simple card, can have a big impact on guest satisfaction and loyalty. I learned the importance of personalized service and how these thoughtful touches make guests feel valued. Additionally, I gained experience in working together with the Housekeeping team, which emphasized the importance of interdepartmental cooperation in delivering excellent service. This practice reminded me that the Front Office is not only responsible for check-ins and check-outs, but also plays a key role in creating memorable guest experiences.

• This week, I gained practical experience in handling foreign currency deposits from guests who did not have sufficient Malaysian Ringgit (MYR) during check-in. For example, one guest deposited USD 400 as a temporary guarantee for their room payment.

• The procedure required me to:

  • Collect the foreign currency from the guest as a deposit/guarantee.

  • Record the transaction in the Front Office logbook as the person in charge of receiving the deposit.

  • Keep the currency securely until the guest exchanged it into Malaysian Ringgit.

  • Return the exact same amount of foreign currency once the guest settled their payment in MYR.

• My supervisor also explained that Hotel Maya cannot legally accept foreign currencies (such as USD or EUR) as direct payment, as the hotel does not hold the license to transact in any other currency besides Malaysian Ringgit. Therefore, foreign currency is only accepted as a temporary deposit to ensure the guest remains responsible for making the full payment in Ringgit.

Learning & Reflection :

This experience enhanced my knowledge of the hotel’s financial procedures and compliance requirements. I learned how to correctly handle guest deposits, ensure proper record-keeping, and maintain accountability when managing guest funds. It also taught me the importance of following financial regulations, since accepting foreign currency as direct payment could create legal or compliance issues for the hotel. Overall, I gained confidence in handling financial transactions at the Front Office and realized the importance of accuracy, transparency, and guest trust in payment processes.

Learning & Reflection :

This week allowed me to understand the importance of guest profiling and recognition in the hospitality industry. I learned that identifying VIPs and special guests is not only about room preparation, but also about creating a sense of value and appreciation for the guest. By assisting in this process, I gained insights into how the Front Office works closely with Housekeeping and Guest Relations to deliver a personalized service experience. This taught me that attention to detail and proactive planning are essential in building strong guest relationships and ensuring a memorable stay.

• In preparation for these arrivals, the Front Office team, guided by the Supervisor, had to ensure all arrangements were properly made. One of my key tasks was to help with the preparation of keycards for the arriving groups. This involved:

  • Preparing a batch of keycards according to the guest list provided in the system.

  • Writing the names of the guests on each keycard cover for easy identification.

  • Creating a group cover file to assist the Manager on Duty in distributing the keycards during check-in.

• These preparations ensured that the check-in process for large groups could run smoothly and efficiently once the rooms were assigned and ready.

  
  

Learning & Reflection :
This experience taught me the importance of teamwork and coordination when handling group arrivals, as the process involves multiple departments and clear communication. I learned how proper preparation—such as organizing keycards and guest lists in advance—plays a significant role in ensuring a smooth and professional check-in process. It also gave me insights into how hotels manage business events and large group stays, which are crucial for both guest satisfaction and hotel revenue.

• This week, my supervisor entrusted me with the responsibility of assisting guests with showroom visits. These are occasions when guests request to see the room before confirming their check-in. It was quite a challenge for me at first, as I needed to confidently explain the room features to the guests. However, by applying the knowledge I gained from my supervisor and observing my senior colleagues, I managed to conduct the room showings more confidently and professionally.

• One of the challenges I encountered was when the hotel was fully booked, which meant that only limited rooms were available to be shown. Additionally, due to construction works near one side of the hotel, some available rooms had less desirable views, which sometimes led to guest dissatisfaction. In such cases, my supervisor advised me to:

  • Recommend higher floor rooms (when available) to reduce construction noise.

  • Offer a complimentary upgrade to a higher-category room, such as upgrading from a Deluxe Room to a Premium Room, subject to supervisor’s approval.

• These approaches helped us to better handle guest expectations and maintain satisfaction even in difficult situations.

Learning & Reflection :
This experience strengthened my confidence in directly assisting guests and improved my communication and problem-solving skills. I learned that being transparent about room limitations while also offering practical alternatives (such as higher floors or upgrades) helps to build trust and satisfaction. It also showed me how flexibility and teamwork with supervisors are essential in maintaining service standards, especially when challenges like full bookings or external disturbances occur.

Learning & Reflection (Week 8):
This experience taught me the importance of patience, clarity, and adaptability in guest communication. I realized that language barriers can be one of the most challenging parts of working in the Front Office, but with the right tools and teamwork, it is possible to bridge the gap. I also learned that using translation apps, simplifying explanations, and maintaining a polite and positive attitude can make a big difference in ensuring guest satisfaction. This experience motivated me to continue improving my communication skills, especially when dealing with non-English-speaking guests.

• During this extended break, I utilized part of my free time to work on my internship report, making steady progress to ensure it was ready for submission. Since my final internship day was on 19 September 2025, I prepared the report to be handed over to my supervisor for review and evaluation.

• I resumed duty on 17 September, which marked the final week of my internship at Hotel Maya. On that day, I was scheduled for the M7 shift (7:00 AM – 7:00 PM) due to a shortage of morning staff, requiring me to work overtime. Despite the longer hours, the operation throughout the shift went smoothly without any major issues.

Learning & Reflection (Final Week):

In my final week, I learned the importance of time management, responsibility, and discipline in balancing health, work, and internship commitments. Working a long shift after returning from medical leave tested my resilience, while completing and submitting my internship report on my last day demonstrated accountability and professionalism. Overall, my internship at Hotel Maya has given me valuable exposure to front office operations, guest service skills, teamwork, and problem-solving under pressure. These experiences have boosted my confidence and prepared me for future challenges in the hospitality industry.

Learning & Reflection :

This week highlighted for me the importance of health management and work-life balance, especially in the hospitality industry where shift work can be demanding. I learned to take responsibility for my well-being while also ensuring I catch up with tasks like my internship report during off-days. Returning to a 12-hour shift after a long break gave me the chance to practice resilience and discipline, and I was glad to handle the workload efficiently while maintaining service standards.

Learning/Reflection:

From this task, I learned the importance of accuracy when handling financial transactions and developed my ability to stay calm under pressure when errors occurred. I also understood more about the financial workflow of the reservation department and how revenue is tracked daily.

Learning/Reflection:

I learned to improve my communication skills in handling guest inquiries, gained experience in managing OTA systems, and developed stronger attention to detail when verifying booking information. This week gave me confidence to communicate more clearly and professionally with both guests and travel agents.

Learning/Reflection:

This experience taught me to be adaptable and flexible in unexpected situations. I realized how teamwork and cooperation are crucial when facing workplace challenges. I also learned to stay calm, focused, and resilient in order to ensure tasks are completed despite environmental difficulties.

Learning & Reflection:
This experience helped me understand the importance of timely communication and coordination in hotel operations. I learned that last-minute bookings require both efficiency and accuracy, and that proper handover to the Front Office is essential to ensure guest satisfaction. Studying senior staff also taught me best practices for managing urgent bookings professionally.

Learning/Reflection:

This experience not only improved my communication and confidence skills but also gave me insight into how digital marketing and social media platforms like TikTok are used in the hospitality industry to attract guests. It showed me the importance of adapting to modern promotional strategies and how hotels creatively engage with potential customers online.

Learning/Reflection:
From this experience, I learned how hotels collaborate with external partners through sponsorships to strengthen brand visibility. I also gained exposure to handling content creation in a live event setting, which required quick adaptability and teamwork. This helped me improve my communication skills, coordination abilities, and understanding of how marketing strategies are executed in the hospitality industry.

Learning/Reflection:
This experience taught me the importance of knowledge-sharing and the responsibility involved in training new staff. By teaching others, I reinforced my own understanding of the reservation process and improved my communication skills. It also gave me more confidence and highlighted how teamwork and effective guidance play a key role in smooth hotel operations.

• Even after the repair works in the reservation office, the same incident reoccurred, and the office was still not fully functional. As a result, I had to continue working from other available departments to complete my daily reservation tasks.

  
  

• Several challenges arose, such as difficulty accessing the printer and limited connectivity to the online system due to a shortage of WLAN-to-Ethernet cable adapters. Nevertheless, the reservation team received support from the IT team, who provided suitable cables and technical solutions to ensure our tasks could be carried out more smoothly.

  
  

Learning/Reflection:
From this experience, I learned to adapt to a less-than-ideal working environment and still remain productive. It also showed me the importance of collaboration with other departments, especially the IT team, in solving technical issues. I realized that flexibility and resourcefulness are key skills in ensuring operations continue efficiently despite workplace disruptions.

Learning & Reflection :
This experience helped me to become more independent and responsible in my role. I learned that even when supervisors are not always available, it is important to take initiative, follow established procedures, and communicate effectively through available channels. It taught me how to manage my tasks with confidence while ensuring accuracy and consistency in operations. This experience also prepared me for real working situations where adaptability and self-reliance are essential.

• I also ensured that I checked for any confirmation emails from online travel agents (OTAs) which require action, such as confirming bookings manually.

Once a booking is confirmed via email, I proceeded to input the booking into the reservation system and generated a Guest Confirmation Number, which is required for payment verification and further processing.

Learning Outcome / Reflection:

I learned the importance of consistent email monitoring in a reservation role. Being alert to last-minute bookings ensures that no guest reservations are missed, which can affect guest satisfaction and hotel operations. Additionally, I became more familiar with the process of confirming OTA bookings and generating confirmation numbers, which are critical for smooth payment processing and system updates.

This task has taught me to be more detail-oriented and responsive, which are essential qualities for working in the reservation department.

•I removed all documents from the previous month and moved them to storage, then inserted new booking documents into the correct drawer based on the month.

Learning and Reflection:

This task required accuracy and attention to detail, as each document had to be placed in the right order to ensure smooth access by the reservation team. Through this task, I gained a better understanding of how physical reservation records are managed and how important proper filing is in daily operations.

Learning & Reflection:

This week allowed me to consolidate all the skills I had learned in the Reservation Department. I strengthened my ability to work independently, improved my attention to detail, and became more confident in managing bookings and guest information. I also learned the importance of planning and preparation when transitioning to another department, which will be valuable for my ongoing professional development in the hospitality industry.

Additionally, the visit from the university supervisor, Sir Muhammad Zulhilmi bin Zulkurnain, reminded me of the importance of accountability and continuous progress monitoring during internships. His discussions with both students and industry supervisors emphasized not only technical performance but also professional behavior and overall well-being. From this, I reflected that internship is not only about developing skills but also about demonstrating positive attitude, discipline, and growth in a real working environment.