My first task was service to cover breakfast hours and cleared tables once guests had finished their meals at Gobo Chit Chat restaurant.

I removed the used dishes, wiped the tables, and set new plates and cutleries for the next guest.

After completing the clearing, I reported to Human Resources (HR) as a new trainee.

HR gave a short orientation covering grooming standards, hotel's policies, vision and mission.

HR introduced the hotel's organization, including the top of management, also bring me a tour of selected hotel areas (prayer room, cafe and changing/locker room).

After the tour, I returned to my office and continue my next task, which was preparing Ramadhan gift boxes for client.

This time I learned how vital coordination is between the service floor and admin office.

I was responsible for clearing tables at Gobo Chit Chat restaurant during peak breakfast hours.

At 2:00pm, I attended a meeting with the F&B marketing team & led by the Director of Operations to discuss upcoming promotions and strategies to attract more customers.

During the meeting, I took minutes by recording key points such as social media teaser posts, the new menu launch, menu price comparisons with other restaurants, and more.

Once I arrived at the office, I helped the service team by cleaning up and setting tables with cutlery at Gobo Chit Chat during the busy breakfast before starting my administrative work.

I also became more familiar with hotel SOPs and how reports impact daily operations.

I shared yesterday's meeting minutes with my colleagues to ensure everyone was updated on the marketing plan.

I have collected a negative review from a hotel website, focusing on aspects such as food quality and restaurant service.

After capturing a screenshot of the review, I inserted it into an Excel spreadsheet.

The purpose is to gather genuine guest feedback and identify areas for improvement in our restaurant service quality.

Every morning, my routine involves assisting the service team with clearing guests' tables during the busy breakfast period.

After the lunch hour, I update the board with F&B information to help the team stay aligned with our targets and support continuous growth.

Packed a mix of flavored dodol into small bags and two types of cookies (Almond London and Pineapple Tart) into bottles.

Applied stickers indicating item names and expiry dates.

Checked label placement before placing items into boxes, then affixed hotel-branding tags on top.

Informed the team that client Ramadhan gift orders were complete and ready for delivery.

My senior assigned me to check the outlet's F&B operating hours from May to December 2025.

I found some differences and corrected them to match the standard schedule.

I emailed the updated schedule to my senior for review.

My boss has tasked me with helping the kitchen team prepare 40 Ramadhan gift boxes for a VIP client to be delivered before 6:00 pm.

I analysed the hot beverage pricing at our hotel outlet by researching and comparing our prices with those of other F&B industry.

The objective was to determine whether our current pricing aligns with market standards and to assess if adjustments are necessary.

I created food tags using the provided template on Canva website, added allergen symbols to each tag to inform guests about the ingredients used.

Then printed, cut, laminated them before passing to the outlet team.

My task is to compare our sandwich and pastry prices with those of other F&B outlets.

I visited several outlets in person and checked their websites, then recorded the prices in an Excel.

This purpose is to ensure that our pricing remains competitive and reflects current market trends.

Prepare name tags for guest dining at our restaurants (Bara on Six and Gobo Chit Chat) by adding their names to the provided templates.

Revised the prices and allergen symbols on the dining menu poster as requested by my manager.

Updated the calendar in Excel to reflect the renewal dates for the hotel's liquor licenses.

Prepare food tags for breakfast menu, including Chinese wording.

Prepare food tags for the lunch buffet based on guests' menu choices.

Update and revise the Bara on Six floor plan, as clients occasionally request to view the restaurant layout.

I compared prices from three different suppliers to identify the most cost-effective hotel furniture options.

I approached customers at our outlets and encouraged them to enroll in our SLC membership during their lunch breaks. This purpose aims to achieve our target.

ORIENTATION

• Company & Culture Introduction

• Policies, Compliance & Employee Basics

• Shangri-La Food Safety (SFS) Training

• Global Security Orientation

• Global Fire & Life Safety Orientation

My senior introduced the systems used in the Service Centre and explained how to use them;

• Kipsue Message - An internal messaging platform that enables guests to communicate with hotel staff regarding inquiries and feedback.

• Opera PMS - A comprehensive system for booking, front desk operations, billing, housekeeping, and reporting.

• Infrasys - A system for handling in-room dining orders.

• 360 - A platform for managing guest service requests.

They taught me how to handle the console when receiving calls.

Learned how to handle wake-up call requests from guests.

Handled external calls.

Sent a physical apology message to the guest's room.

Learned how to handle emergency response procedures in preparing for upcoming security audit during the first week of June.

Handled guest lost and found items, room dining orders, laundry service requests, luggage collection and delivery etc.

Assisted guests with inquiries regarding restaurant and room reservations.

I routinely handle calls and required to answer at least 40 calls every day. This target is to enhance abilities such as effective communication, problem-solving, and time management, while also developing my multitasking abilities.

Every time I receive calls from in-house guests, I ensure to accurately note their room number & requests to ensure quick & effective service.

This practice helps avoid any confusion or misunderstanding and ensures guest's needs are addressed accurately.

Under my senior's guidance, I've learned to document every guest-reported issue such as room maintenance problems, service delays, or billing discrepancies into the system.

I include essential details like the guest's name, the nature of the issue, and the time it was reported. This practice allows our manager to monitor the status of each problem and verify that appropriate actions have been taken to address and resolve them.