REPORT FIRST DAY AT HUMAN RESOURCES MANAGEMENT

All of the trainees assembled in the hotel lobby as early as 8:00 AM on the first day of our internship. We were taken to the Human Resource Management Office shortly after by the bellman. The HR representative, Madam Ayuni, then greeted us and led us to Level 2, Kijang 3, where an orientation was conducted. Madam Ayuni gave an overview of Hotel Perdana's history and operations before the seminar got underway. After then, each of the 11 trainees—who were students from Universiti Malaysia Terengganu (UMT) and Universiti Malaysia Kelantan (UMK)—was requested to provide a brief introduction. Following the orientation, we had to complete and sign the job agreement and internship registration paperwork.

After completing the registration process, we were given a tour of the hotel to become acquainted with the main areas and amenities. We made stops at every department during the trip to introduce ourselves to the corresponding teams. The Food & Beverage (F&B) department was where we were initially formally assigned. Abang Ikmal, the café captain for that week, greeted us when we reported for duty at the Cerana Café. Our first assignment was to help clean the dishes and place them in the proper location. Our locker keys and name tags were thereafter given to us. In order to facilitate daily check-in and check-out processes, we also registered our face IDs at the security department. At 3:30 PM, our first day came to a close, and we were free to go home.

Working Hours: On March 17, 2025, I arrived at work at 5:00 PM and left at 12:30 AM. The day's labor lasted roughly seven and a half hours in total.

Work Processes Involved:

• Arranged tables according to Iftar bookings, including setting plates, glasses, and silverware.

• Acted as a hostess in Section C – welcomed guests from the Ramadan buffet registration booth and escorted them to their assigned tables.

• Monitored and oversaw the smooth operation of Section C throughout the evening.

• Cleared tables by collecting used plates and silverware.

• Polished and restocked cleaned silverware after being washed by the stewarding team.

Equipment Used:

• Plates, cups, glasses, spoons, forks, knives.

• Polishing cloth for cutlery.

• Booking list.

  
  

Link Between Activities and Knowledge Learned at UMK:

• Hospitality and Event Management: Hands-on experience in dining setup and guest handling.

• Communication skills: Applied while welcoming and interacting with guests.

• Time management and teamwork: Ensured smooth task execution.

• F&B practical training: Involved preparation, cleaning, and handling of dining utensils.

Issues and Challenges Faced:

• Guests arriving at varying times caused some confusion in table arrangements.

• Workload peaked before and after the breaking of fast.)

• Physical fatigue due to long hours of standing and walking.

Solutions Taken:

• Collaborated with colleagues to ensure better table arrangements.

• Managed time and energy effectively, including taking breaks after major tasks.

• Maintained clear communication with guests and staff to avoid misunderstandings.

Work Processes Involved:

• Setting up tables for Iftar guests according to the hotel's layout.

• Assigned as a hostess at the Ramadan buffet registration counter and escorted guests to their assigned tables.

• Ensured that guests were comfortable and satisfied throughout the event.

• Cleared used plates, glasses, and cutlery after dinner service.

• Polished and restocked cutlery after it had been washed.

Equipment Used:

• Plates, spoons, forks, glasses

• napkin

• Food service trolley

• Reservation list

Relevance to Theory and Practical Learned at UMK:

• These tasks are directly related to theory and practice taught in courses such as Hospitality Management and Food & Beverage Service.

• Communication skills and professional ethics were applied while interacting with guests.

• Standard Operating Procedures (SOP) in setting and handling dining utensils were followed and practiced.

Issues and Challenges Faced:

• The hot weather made guests uncomfortable in the poolside area.

• There was crowding due to the large number of guests.

• Some confusion occurred when guests arrived without reservation proof.

Solutions:

• Portable fans were arranged and guests were frequently offered drinks.

• Team cooperation helped manage guest flow more efficiently.

• Supervisor assistance was requested to verify bookings and reassign seats accordingly.

Work Processes Involved:

• Setting up table arrangements for the Iftar session in line with guest bookings and hotel service standards.

• Arranged napkins, plates, glasses, and silverware neatly and hygienically.

• Acted as a hostess in the poolside section, welcomed guests at the Ramadan buffet registration desk and escorted them to their reserved tables.

• Ensured guest satisfaction and monitored the dining experience throughout the evening.

• Cleared plates, cutlery, and glasses after guests had finished dining.

• Assisted in drying and polishing the cleaned flatware.

• Restocked utensils across the restaurant areas to prepare for the next day’s service.

Equipment Used:

• Napkins, plates, glasses, forks, spoons

• Food service trolley

• Drying cloths

• Reservation list

• Table reserve name tags

Relevance to Theory and Practical Learned at UMK:

• These tasks align closely with the modules on Food & Beverage Service and Customer Service Excellence.

• SOPs and professional ethics were applied in preparing and delivering F&B service.

• Effective communication techniques were used while assisting and greeting guests.

Issues and Challenges Faced:

• A high number of guests arrived simultaneously, causing congestion at the registration counter.

• Last-minute seating requests required quick rearrangement of table settings.

Solutions:

• Acted quickly and cooperated with the team to manage guest flow.

• Consulted with the supervisor to handle special seating requests appropriately.

Work Processes Involved:

• Assisted in setting the Iftar tables based on guest reservations.

• Organized silverware, plates, and glasses in a neat and hygienic manner according to hotel service standards.

• Worked as a hostess in the Pool Section – greeted guests at the Ramadan buffet registration desk and guided them to their assigned tables.

• Monitored the area and ensured guest satisfaction throughout the evening.

• After 10:30 PM, unlike previous shifts, I was no longer involved in table clearing but was assigned to handle glassware.

• Wiped various types of glasses (juice, tea, coffee, and water glasses) cleaned by the stewarding team.

• Classified and stored the glasses according to type and purpose to prepare for the next day’s service.

Equipment Used:

• Plates, glasses, cutlery

• Polishing cloth

• Service trolley

• Guest reservation list

Relevance to Theory and Practical Learned at UMK:

• This activity is directly related to the Food & Beverage Operations and Housekeeping Management modules.

• Attention to cleanliness, proper arrangement, and handling of serviceware reflect the hands-on training covered in class.

• The role of a hostess required communication and customer-handling skills taught in theory.

Issues and Challenges Faced:

• Ensuring all types of glasses were properly wiped and sorted without confusion required high concentration and attention to detail.

Solutions:

• Used a classification system based on glass type and size, and coordinated with team members for efficient organization.

• Assisted with the Iftar table setup according to guest reservations and hotel standards.

• Set cutlery, plates, and glasses properly to create a clean and welcoming environment.

• Served as a hostess in Section B, greeted guests at the Ramadan buffet registration desk, and escorted them to their assigned seats.

• Monitored Section B to ensure guest satisfaction and smooth service throughout the evening.

After the Iftar session and table clearing (done by others), I was assigned to polish the cleaned cutlery.

• Carefully drying spoons, forks, and knives using fresh rags.

• checking for stains or watermarks to maintain high hygiene and presentation standards.

• rranging and restocking the cutlery in their proper storage locations for the next day's service.

Equipment Used:

• Plates, glasses, spoons, forks, knives

Clean drying cloths

• Food trolley

• Reservation list

• Table tags

Relevance to Theory and Practical Learned at UMK:

• This task is related to the Food & Beverage Service Management and Hospitality Ethics modules.

• Sanitation procedures, proper cutlery handling, and guest service skills reflect both theoretical and practical components of the course.

• Organizational skills and attention to detail were applied to ensure presentation quality.

Issues and Challenges Faced:

• Some cutlery required extra inspection due to persistent water stains.

• Maintaining high hygiene standards within a limited time was a challenge.

Solutions:

• Used two types of cloths – one for drying and another for final polishing.

• Worked in an organized sequence to ensure all cutlery was thoroughly checked.

Work Processes Involved:

• Assigned as a floater to provide assistance across all sections depending on operational needs.

• Assisted with general table setup across multiple areas, ensuring proper arrangement of cutlery, napkins, glassware, and tableware according to hotel standards.

• During Iftar service, supported hostesses and service crew by attending to guests, escorting them to their tables, and ensuring smooth operations during peak hours.

• Provided on-call assistance in high-traffic areas when additional support was needed.

• After the dinner service ended, I was reassigned to back-of-house duties.

  
  

  • Wiped cutlery (spoons, forks, knives) cleaned by the stewarding team.

  • Checked each piece to ensure it was spotless—free from residue, watermarks, or fingerprints.

  • Carefully restocked cutlery trays at appropriate stations throughout the restaurant for the next day’s service.

Equipment Used:

• Plates, glasses, spoons, forks, knives

• Polishing cloth

• Service trolley

• Seating list

• Cutlery trays

Relevance to Theory and Practical Learned at UMK:

• The floater role applied principles from food & beverage operations, hospitality work ethics, time management, and adaptability taught at UMK.

• Strong organizational and interpersonal communication skills were essential for assisting across multiple areas and handling guest interactions.

• Polishing duties reflect understanding of hygiene and presentation standards crucial in hospitality service.

Issues and Challenges Faced:

• Adjusting to the fast-changing environment and unpredictable support needs across different sections.

• High pressure during peak times in multiple sections simultaneously.

Solutions:

• Moved proactively to areas needing support and communicated clearly with assigned staff to understand immediate tasks.

• Prioritized tasks according to service needs and maintained composure under pressure.

• Assisted in setting up the poolside area for Iftar dinner service.

• Arranged tables, chairs, cutlery, plates, and napkins according to hotel standards.

• Ensured cleanliness and proper layout of dining area.

• Helped welcome guests and guided them to their assigned seats.

• Provided support during service hours for urgent guest needs.

• Performed glassware handling duties after Iftar service.

• Wiped and inspected various glasses (coffee cups, tea glasses, juice and water glasses).

• Replenished glassware stations throughout the restaurant.

Equipment Used:

• Dining setup tools: plates, cutlery, glasses, napkins.

• Clean cloths for wiping glassware.

• Glassware storage trays and racks.

• Service trolley.

Relevance to Theory and Practical Learned at UMK:

• Applied knowledge from Food & Beverage Operations in table setting and guest service.

• Followed hygiene and sanitation practices as taught in Hospitality Management.

• Practiced service flow and guest interaction techniques in real-life restaurant operations.

Issues and Challenges Faced:

• Outdoor setup required extra care due to dust and wind.

• Some glasses had visible watermarks after cleaning.

Solutions:

• Rechecked and re-wiped glassware using a dry microfiber cloth.

• Paid extra attention to environmental cleanliness during setup.

7.5 hours were worked in total.
Time of Shift: 5:00 PM to 12:30 AM

Assigned Area: Sections B, D, and Pool Coverage/Backup

Assignments & Duties:

During the Iftar service period, I helped the service crew in Sections B, D, and Pool.

Where necessary, I offered backup assistance, particularly during periods when a lot of guests were arriving.

In charge of cleaning the trays that hold soiled dishes, glasses, and silverware.

made certain that every tray was sanitized and prepared for use in the upcoming service.

carried out all tasks with an emphasis on food and beverage service standards and hygiene.

Every task was finished effectively and in compliance with hygienic guidelines. Around 12:30 AM, the shift finished.

Total Hours 7.5 hours were worked, with a shift from 4:00 PM to 11:30 AM.

Area Assigned: Sections B, D, and Pool Support/Backup

Tasks and Accountabilities:

To help ensure a seamless Iftar service, I offered operational support in Sections B, D, and the pool area.

served as a backup in the designated areas, particularly during the peak hours for eating and visitor arrival.

tasked with cleaning plates to remove any food residue, smudges, or water stains after the stewarding staff had cleaned them.

organized the clean plates for the upcoming service cycle in order to help prepare them for reuse.

upheld strict sanitation and hygienic standards in accordance with food and beverage service guidelines.

We also participated in a brief picture shoot to document the team's spirit and efforts while overseeing the buffet setup before to the breaking of fast.

The work was done effectively and expertly. It was 11:30 AM when the shift ended.

Total Hours 7.5 hours were worked, with a shift from 4:00 PM to 11:30 AM.

Area Assigned: Section D (Primary), Section B Backup

Tasks and Accountabilities:

-During the Iftar service, I was assigned to Section D and offered backup assistance in Section B.

-prepared table settings, made sure dinnerware and cutlery were arranged correctly, and kept the area clean in order to help with the Iftar preparation.

-greeted guests at the registration desk and escorted them in a systematic and expert manner to the tables they had reserved.

-assigned to wipe down different kinds of glassware, such as coffee cups, tea glasses, juice glasses, and water glasses, after the stewarding team has cleaned them.

-After making sure all of the glassware was clean and ready for reuse, it was carefully placed at the appropriate stations.

All duties were carried out with attention to hygiene, presentation, and efficient guest service. Shift ended at 11:30 AM.

Total Hours 7.5 hours were worked, with a shift from 4:00 PM to 11:30 AM.

Area Assigned: Section of the Bungalow

Tasks and Accountabilities:

-assigned to assist with Iftar service activities in the Bungalow Section.

-helped set up the tables, organize the silverware and dinnerware, and make sure everything was clean and presented correctly in order to help prepare the dining area.

-assisted in greeting guests at the registration desk and provided them with seamless, expert table guidance.

-tasked with cleaning the dishes after the stewarding team had done so, making sure there were no stains, watermarks, or food residue.

-The cleaned plates were arranged correctly for use throughout the following service term.

Every task was completed effectively, with a particular emphasis on cleanliness, hygienic practices, and guest service standards. At 11:30 AM, the shift came to a close.

Total Hours 7.5 hours were worked, with a shift from 5:00 PM to 12:30 AM.

Area Assigned: Section D

Tasks and responsibilities:

-assigned to Section D to assist with the operations of the Iftar service.

-helped set up the table before Iftar, which included setting up the utensils and plates and keeping the area tidy and presentable.

-greeted visitors upon arrival and escorted them to their assigned tables from the registration area.

-In charge of cleaning plates to remove food residue, smudges, and water stains after the stewarding team had cleaned them.

-In order to be ready for the subsequent service, the clean plates were rearranged and replenished at the assigned service stations.

Every duty was completed effectively, paying close attention to guest service, presentation, and hygiene. The end of the shift was at 12:30 AM.

we trainees celebrated Raya at the hotel

Work Processes Involved

• Attended a briefing session led by Mr. Zhafran.

• Informed that the Ramadan buffet had ended and was replaced with à la carte service.

• Performed table setting following the correct arrangement of cutleries and bread & butter plate.

• Trained on how to escort guests to their tables and how to take food orders.

• After handing the menu, served welcoming drinks to guests.

• Took food orders and keyed them into the hotel’s ordering system.

• Orders were directed to the bartender and the main kitchen.

• Followed up with the kitchen to ensure timely food preparation.

• Served food to the guests once ready.

• After guests finished dining, cleared the table, brought used items to stewarding, and scrubbed the table.)

• Reset the table to its original arrangement for the next guests.

• Cutleries: Spoon, fork, knife, bread & butter plate.

• Menu book and hotel’s ordering system.

• Serving trays and table cleaning tools.

Link to Theory and Practice from UMK

• Hospitality and Customer Service: Hands-on experience with à la carte service.

• Hotel F&B Service System usage: Related to hospitality management courses.

• Communication and Service Etiquette skills applied during guest interactions and order taking.

Issues and Challenges Faced

• Adapting to the service shift from buffet to à la carte within a short time.)

• Confusion with the cutlery arrangement at the beginning.

• Need to quickly memorize menu codes and ordering system.

Solutions Taken

• On-the-job training provided by supervisors and senior staff.

• Referred to SOP and notes to ensure proper table setting.

• Asked and collaborated with colleagues to resolve confusion and speed up adaptation.

Medical Leave

Reason for Absence

• Was absent from work for two days due to persistent fever and flu symptoms.

Action Taken

• Informed the supervisor in advance via message.

• Visited a clinic and was advised to rest for two days.

Supporting Document

• Two-day medical certificate (MC) was submitted to management upon returning to duty.

Medical Leave

Reason for Absence

• Was absent from work for two days due to persistent fever and flu symptoms.

Action Taken

• Informed the supervisor in advance via message.

• Visited a clinic and was advised to rest for two days.

Supporting Document

• Two-day medical certificate (MC) was submitted to management upon returning to duty.

Status: Extended Medical Leave

i. Reason for Absence

• Extended medical leave for one more day due to ongoing cough, flu, and persistent headache.

ii. Action Taken

• Informed the supervisor that health condition was still unfit for duty.

• follow-up treatment at a clinic and was advised to rest for one more day.

iii. Supporting Document

• An additional medical certificate was submitted to management as official proof.

Work Processes Involved

• Greeted guests and escorted them to their tables.

• Provided menus and give them welcoming drink.

• Take orders

• Entered orders into the hotel system.

• Delivered ready food to guests’ tables.

• Cleared and cleaned tables after guests finished dining.

Additional Tasks Before Shift End

• Polished cutleries until they were clean and shiny.

• Restocked cutleries in all sections: A, B, C, and D.

Issues and Challenges Faced

• Shortage of clean spoons and forks during stock-out, especially in Sections C and D.

• Some washed cutleries were still stained requiring extra polishing.

Solutions Taken

• Informed the stewarding team to wash again.

• Took initiative to re-polish any cutleries that were not clean enough.

• Coordinated with other colleagues to distribute stock more evenly across sections.

Link to UMK Learning

• Applied inventory management and teamwork skills learned at UMK.

• Demonstrated work ethics and personal responsibility, aligned with UMK’s F&B training.

Work Processes Involved

• Assigned to handle breakfast buffet service running from 6:30 AM to 10:30 AM.

• Monitored own assigned section and ensured guests were properly attended.

• Cleared used plates and glasses from tables once guests were finished.

• Placed dirty items on designated trolleys for stewarding section.

• Wiped and scrubbed tables using blue discarded cloths.

• Reset the tables for the next group of guests.

• After the buffet ended at 10:30 AM, proceeded with second task:

  • Polished drink glasses

  • Restocked beverage station: tea, coffee, and juice.

  
  

Equipment Used

• Blue discarded cloths for wiping and scrubbing tables.

• Trolley for dirty dishes and glasses.

• Table setting tools: plates, cups, spoons, forks, and green napkins

  
  

Issues and Challenges Faced

• Some guests lingered at tables, causing delays in cleaning and resetting.

• Number of glasses at the drink station ran low due to delays from stewarding section.

Solutions Taken

• Patiently observed from a distance before approaching to clean tables without disturbing guests.

• one of the staff or trainees hand over to takes the washed glasses, wipes them dry and stocks them up quickly.

Link to UMK Learning

• Applied F&B management skills in a real buffet environment.

• Practiced customer service etiquette and time management actively.

• Applied sanitation and cleanliness techniques aligned with SOPs learned at UMK.

Work Processes Involved

• Reported for the morning shift at 7:00 AM to prepare for the breakfast buffet, which began at 6:30 AM and ended at 10:30 AM.

• Assigned to manage my designated section and ensure the buffet service ran smoothly.

• Monitored guests and cleared used plates and glasses once they finished dining, placing them on the dirty dish trolley.

• Cleaned and scrubbed tables using the blue discarded cloth after each guest left.

• Performed table setting again for the next guests, following hotel standards.

  
  

Additional Task After Breakfast

• After the breakfast session ended at 10:30 AM, I and another trainee were called into the office to assist with backend operations.

• We were tasked with sorting and deleting the food ordering list.

• Orders were arranged by the correct date and month to ensure data accuracy.
  

Issues and Challenges Faced

• Some orders had incorrect or missing dates, which required manual verification.

  
  

Solutions Taken

• Worked in pairs with another trainee to ensure double-checking before deletion.
  

Link to UMK Learning

• This task applied knowledge from hospitality and F&B operations.

• Familiarity with digital systems and data organization reflects training.

• Developed teamwork, time management, and attention to detail.
  

Work Processes Involved

• Reported for duty at 7:00 AM to prepare for the breakfast buffet, which ran from 6:30 AM to 10:30 AM.

• Assigned to manage individual service sections and ensure smooth guest service flow.

• Stayed alert to identify guests who had finished dining, and cleared used plates and glasses onto the dirty dish trolley.

• Cleaned and scrubbed the table using a blue discarded cloth, according to hygiene SOP.

• Then, reset the table to hotel standards for the next guest’s use.

Second Task

• After the buffet ended at 10:30 AM, I continued with the task of wiping clean plates and bowls.

• These items were then restocked to their respective service stations or buffer place.

Equipment Used

• Blue discarded cloth for table wiping and scrubbing.

• Dish collection trolley.

• Napkins, plates, bowls, and cutlery for table setting and stock-out.

Link to Learning at UMK

• This activity aligns with the practical F&B service modules taught in hospitality courses at UMK.

• Sanitation, table setting, and time management skills were applied in real service scenarios.

• Trains students to be efficient, detail-oriented, and disciplined, as emphasized in industrial training.

Work Processes Involved

• Reported for duty at 7:00 AM to manage the breakfast buffet service running from 6:30 AM to 10:30 AM.

• Monitored own assigned section to ensure smooth service and good guest experience.

• Stayed alert for guests who had finished eating, and promptly cleared their used plates and glasses onto the dirty dish trolley.

• Cleaned and scrubbed tables using a blue discarded cloth as per hygiene SOP.

• Reset tables for the next guests according to hotel standards.

Second Task After Breakfast

• After 10:30 AM, I continued with the second task: wiping polished cutleries (spoons, forks, knives) cleaned by the stewarding team.

• The cutleries were then restocked to the required sections such as Section A, B, C, and D.

Equipment Used

• Blue discarded cloth

• Dirty dish trolley

• Cutleries – spoons, forks, knives – to be wiped and restocked.

Link to Learning at UMK

• This task is closely related to food & beverage service management taught at UMK.

• Practical application of hygiene SOPs, logistics handling, and restaurant setup procedures.

• Helps students maintain accuracy, efficiency in repetitive tasks, and work systematically.

Work Processes Involved

• Started the morning shift at 7:00 AM, ready to manage the breakfast buffet service running from 6:30 AM to 10:30 AM.

• Managed the assigned service section and ensured smooth guest service.

• Stayed alert to clear used plates and glasses from guests' tables and placed them on the dish collection trolley.

• Wiped and scrubbed the tables using a blue discarded cloth after the guests left.

• Reset the tables according to hotel standards for the next guests.

Additional Task After 10:30 AM

• After the breakfast session ended, I assisted the captain, Abang Ikmal, staff with organizing the drink ordering list.

• The task involved organizing the drink orders by correct date and month for proper recording and reference.

Equipment Used

• Blue discarded cloth for table wiping.

• Plate and glass collection trolley.

• order form files for reference.

Link to Learning at UMK

• This task is aligned with the syllabus of Hospitality at UMK.

• Provided exposure to real-world data and documentation management, and the importance of accuracy in organizing.

• Sharpened skills such as time management, attention to detail, communication, and teamwork.

Work Processes Involved

• Reported for duty at 7:00 AM to prepare and manage the breakfast buffet, which ran from 6:30 AM to 10:30 AM.

• Handled the assigned section, monitored guests, and ensured smooth service flow.

• Remained alert to clear unused plates and glasses after guests finished dining, placing them on the designated trolley.

• Wiped and scrubbed tables using a blue discarded cloth.

• Reset the tables according to hotel standards for incoming guests.

Additional Task After 10:30 AM

• After breakfast service ended, I helped to stock up clean glasses at the bartender station.

• A staff member named Azri demonstrated how to properly clean the fruit juice machine.

• I learned the steps to clean the machine, including dismantling certain parts and proper sanitization procedures.

Equipment Used

• Blue discarded cloth for table cleaning

• Dirty dish trolley

• Glassware for bartender station

• Fruit juice machine

Link to Learning at UMK

• This task is closely related to F&B operations management and equipment hygiene covered in UMK coursework.

• I practiced cleanliness, equipment handling, and stock management skills in a real-world setting.

• This activity nurtured responsibility, attention to detail, and a willingness to learn from experienced staff.

Work Process Involved

• Attended a briefing session with Mr. Zhafran.

• Assigned to assist the bartender, Abang Izol.

• Learned to prepare drinks such as coffee, latte, and juice.

• Prepared guest orders within 15 minutes.

• Punched in time & recorded orders in the provided file.

• Cleaned and maintained the bar’s cleanliness.

• Wiped and arranged glasses according to type after washing.

Equipment Used

• Coffee machine

• Juice machine

• Various types of glasses

• Cleaning cloth

• Punch card machine

• Order file

Relation to UMK Theory & Practical

• Related to subjects like F&B Service and Beverage Preparation.

• Applied knowledge of drink types and preparation procedures.

• Put practical skills into real-world practice.

• Maintained hygiene and followed service SOPs.

Issues & Challenges

• Lack of experience using the coffee machine.

• Pressure to complete orders quickly.

Solutions Taken

• Asked guidance from Abang Izol.

• Took notes of key steps.

• Repeated practice to improve confidence and efficiency

Work Process Involved

• Started work at 2.30 PM.

• Assisted bartender (Abang Izol) again in preparing drinks.

• Learned to make coffee, latte, juice, etc.

• Prepared guest drinks (completed in under 15 minutes).

• Time punched & orders filed properly.

• Assisted with table setting for Accountant General’s Department dinner.

• Assisted with managing the dinner service:

  • Poured water into goblets.

  • Monitored guest needs during dining.

  • Assisted Abang Zol in serving rice to guests.

  • Collected used plates and bowls.

• Wiped & arranged glasses by type after washing.

Equipment Used

• Coffee machine

• Blender, juice machine, stirrer

• Various glasses & goblets

• Wiping cloth

• Water jug

• Plates and soup bowls

• Order file

• Table setting tools

Relation to UMK Theory & Practical

• Applied theory of F&B Service, Food Handling, and Table Setting.

• Practiced drink preparation and event service management.

• Followed serving and hygiene SOPs.

Issues & Challenges

• First time handling formal dinner service.

• Needed to respond quickly to guests' needs.

• Managed multiple tools and tasks at once.

Solutions Taken

• RFollowed instructions from experienced staff.

• Maintained awareness and attentiveness to guests.

• Worked collaboratively with team members

Work Processes Involved

• Welcomed guests and guided them to their assigned tables.

• Presented menus and served welcome beverages.

• Took guests’ food and drink orders accurately.

• Logged all orders into the hotel’s POS system.

• Served prepared meals promptly to the correct tables.

• Cleared used dishes and cleaned tables after guests had finished.

Additional Tasks Before Shift End

• Polished all cutleries to ensure they were spotless and gleaming.

• Replenished cutlery supplies in dining areas A, B, C, and D.

Issues and Challenges Faced

• Experienced a shortage of clean spoons and forks, especially in Sections C and D.

• Some cutleries, although washed, still had visible stains requiring extra effort.

Solutions Taken

• Alerted the stewarding staff to rewash stained cutleries.

• Took initiative to re-polish any cutlery that did not meet cleanliness standards.

• Worked with teammates to redistribute utensils evenly across all sections.

Connection to UMK Learning

• Applied inventory control and collaborative work techniques learned during UMK coursework.

• Showed professionalism, discipline, and accountability as taught in UMK’s F&B training modules.

Work Processes Involved

• Welcomed guests and guided them to their assigned tables.

• Presented menus and served welcome beverages.

• Took guests’ food and drink orders accurately.

• Logged all orders into the hotel’s POS system.

• Served prepared meals promptly to the correct tables.

• Cleared used dishes and cleaned tables after guests had finished.

Additional Tasks Before Shift End

• Wiped plates to ensure they were completely clean and presentable.

• Restocked plates in dining sections

Issues and Challenges Faced

• Limited availability of clean plates during busy hours, especially in Sections B and A.

• Some washed plates had watermarks or stains and required further cleaning.

Solutions Taken

• Notified the stewarding team to rewash any plates that weren’t up to standard.

• Took initiative to re-wipe and inspect plates for cleanliness.

• Coordinated with colleagues to ensure even distribution of plates across all sections.

Connection to UMK Learning

• Applied inventory handling and team coordination skills from UMK coursework.

• Practiced professionalism and quality control, as emphasized in UMK’s F&B training modules

Work Processes Involved

• Started work at 2.30 PM.

• Assigned to assist the bartender (Abang Izol).

• Learned to prepare beverages such as coffee, latte, juice, etc.

• Prepared guest drinks within 15 minutes.

• Time was punched and orders were filed properly.

• Wiped and arranged cleaned glasses by type.

• Served food, drinks & cake to guests celebrating a birthday.

Equipment Used

• Coffee and Juice machine

• Various types of glasses

• Cleaning cloth

• able setting tools

• Food & drink trays

• Bluetooth speaker

• Order file

Relation to UMK Theory & Practical

• Applied theories from F&B Service, Beverage Preparation & Customer Experience subjects.

• Practiced drink preparation, event service & situational handling.

• Followed service and hygiene SOPs.

Issues & Challenges

• Technical issue with Bluetooth speaker – birthday song failed to play.

Solutions Taken

• Handled professionally – Captain Faris spontaneously led the birthday song, followed by the other staff.

Work Processes Involved

• Welcomed guests and guided them to their designated tables.

• Provided menus and served a welcome drink.

• Took food and beverage orders efficiently.

• Recorded all orders into the hotel's ordering system.

• Served prepared dishes to guests at their tables.

• Cleared and sanitized tables once guests completed their meals.

Additional Tasks Before Shift End

• Assisted in managing the mini dinner buffet for the first time.

• Performed tasks similar to the breakfast buffet service, such as collecting used plates and bowls from guests.

Issues and Challenges Faced

• Faced a shortage of clean spoons and forks during a stock-out period, mainly in Sections C and D.

• Noticed that some utensils were still stained after washing and needed additional attention.

Solutions Taken

• Reported the issue to the stewarding team for immediate rewashing.

• Took the initiative to ensure all utensils were presentable before restocking.

• Collaborated with fellow staff to redistribute clean stock more evenly across sections.

Link to UMK Learning

• Applied knowledge of buffet service flow and teamwork as taught in UMK’s hospitality modules.

• Demonstrated professional conduct, time management, and responsibility, aligned with UMK’s F&B training standards.

Work Processes Involved

• Reported for duty at 7:00 AM to support the breakfast buffet service operating from 6:30 AM to 10:30 AM.

• Supervised an assigned section to ensure smooth operations and a pleasant dining experience for guests.

• Observed when guests completed their meals and quickly cleared their plates and glasses onto the dirty dish trolley.

• Cleaned and sanitized tables using a blue cleaning cloth, following hygiene standards.

• Prepared and reset tables according to the hotel’s standard operating procedures for the next round of guests.

Second Task After Breakfast

• After breakfast service ended at 10:30 AM, I continued with the next task:

  • Wiped clean polished cutleries (spoons, forks, knives) that had been washed by the stewarding team.

  • Replenished the cleaned cutleries in the designated areas: Sections A, B, C, and D.

Equipment Used

• Blue cleaning cloth (discarded linen used for table wiping)

• Dirty dish trolley

• Stainless steel cutleries: spoons, forks, and knives

Link to Learning at UMK

• This task directly relates to the Food & Beverage Service Management module taught at UMK.

• Reinforces practical application of hygiene protocols, inventory handling, and restaurant setup procedures.

• Trains students to be precise, efficient, and systematic in performing routine service tasks.

Work Processes Involved

• Reported for duty at 7:00 AM.

• Assigned to assist with cleaning and arranging tables at the swimming pool area for breakfast setup.

• Wiped tables thoroughly using a sanitized cloth to meet hygiene standards.

• Set up tables and chairs according to the layout provided by the banquet team.

• Ensured proper spacing and alignment of chairs for both comfort and appearance.

• Rechecked table arrangements and cleanliness before guest arrival.

Equipment Used

• Sanitized cleaning cloth (blue)

• Banquet tables and chairs

• Table setting materials (if any)

• Floor plan/layout sheet (if applicable)

Link to Learning at UMK

• Applied knowledge from F&B Service Management, specifically in event setup and table arrangement.

• Practiced teamwork and communication with other staff members during venue preparation.

• Followed Standard Operating Procedures (SOPs) for cleanliness and guest readiness.

What I Learned from My F&B Internship

1. Guest Service Skills

   • I learned how to interact with guests professionally and courteously, especially during high-traffic events such as Iftar.

   • My experience acting as a hostess showed me the importance of maintaining a positive guest experience and managing large crowds efficiently.

2. Time Management & Teamwork

   • I developed the ability to work under time pressure, particularly when preparing areas before peak hours.

   • Coordination with trainees and other staff taught me the value of strong team collaboration.

3. Attention to Detail

   • I understood the importance of precision in table setting, ensuring items are aligned and spotless.

   • Hygiene and presentation standards are crucial in maintaining the reputation of the F&B outlet.

4. Adaptability

   • Throughout the internship, I was often required to perform different tasks within the same shift, such as:

     • Clearing used dishes

     • Refilling stations

     • Hosting and guiding guests

     • Setting up new dining areas

   • This experience helped me become flexible and confident in multitasking across F&B operations.

HOUSEKEEPING DEPARTMENT FIRST DAY

Work Processes Involved:

• Attended departmental briefing led by Assistant Manager, Kak Nik.

• Participated in a short self-introduction session with the housekeeping team.

• Paired with senior staff, Shahrulhadi, for hands-on training.

• Went to Level 9 Executive Wing pantry to prepare cleaning trolleys and supplies.

• Packed and restocked amenities: dental kit, soap, sanitary bag, razor kit, comb, shower cap, vanity kit, tissue box, toilet roll, trash bags.

• Prepared linen items: bedsheets, pillowcases, queen & twin duvets, bath towel, hand towel, face towel, bathmat.

• Refilled minibar items: Nescafé, green tea, tea, white sugar, brown sugar, creamer.

• Vacuumed hotel corridor carpets from end to end at 10:00 AM.

• Referred to the guest room cleaning list to identify rooms to be serviced.

• Assisted in cleaning the first guest room:

  • Observed trash collection and curtain opening by partner.

  • Learned how to dry a wet bathroom using discarded towels.

  • Watched how to clean mirrors and shower walls using “Vision” spray.

  • Helped arrange bathroom amenities and placed towels properly.

  • Applied air freshener to enhance scent.

  • Observed bed making, minibar restocking, placing laundry bag and slippers, hanging prayer mat, iron and iron board in closet.

  • Learned how to complete room inspection checklist (lights, TV, phone, hairdryer).

• Assisted in second room by cleaning bathroom while partner handled bedroom.

• Vacuumed carpets inside rooms after cleaning was completed.

• Continued task for all remaining guest rooms.

Equipment Used:

• Housekeeping trolley

• Discarded cloths

• Vacuum cleaner

• Vision spray (glass/shower cleaner)

• Bathroom and linen amenities

• Minibar supplies

• Trash bags

Relevance to Theory and Practical Learned at UMK:

• Applied knowledge from Housekeeping Operations and Hotel Management courses.

• Understood standard procedures for room cleaning and amenity setup.

• Observed practical workflow and teamwork in hotel housekeeping services.

• Practiced safety, hygiene, and professional housekeeping standards.

Issues and Challenges Faced:

• First-time exposure to full room cleaning process, needed close observation.

• Physical exhaustion from vacuuming large corridor and multiple rooms.

Solutions:

• Followed instructions from senior staff carefully.

• Took short breaks when needed and maintained hydration.

• Asked questions directly to supervisor for clarification.

Work Processes Involved:

• Began the shift with a team briefing conducted by Assistant Manager, Kak Nik.

• Paired again with senior housekeeper, Amiruddin, for room assignments.

• Went to the Executive Wing pantry on Level 9 to prepare tools and supplies.

• Packed guest amenities into the trolley: dental kits, soap bars, sanitary bags, razors, combs, shower caps, vanity kits, tissue boxes, toilet rolls, and trash bags.

• Prepared linen items: bed sheets, pillowcases, queen/twin duvets, bath towels, bathmats, hand and face towels.

• Collected minibar items: instant coffee, green tea, regular tea, brown & white sugar, and creamer.

• Assigned to vacuum the entire corridor carpet starting from one end to the other.

• Received list of guest rooms scheduled for servicing.

• Started cleaning the first room:

  • Curtains were opened and garbage collected by my partner.

  • I observed the proper way to dry bathroom floors using discarded towels.

  • Learned how to clean glass and wall tiles in the shower using Vision spray.

  • Watched the setup of bathroom amenities and towel arrangement.

  • Air freshener was used to enhance the room's scent.

  • Observed how the bed was made, minibar items refilled, and prayer mat, iron, ironing board, slippers, and laundry bag placed in the closet.

  • A final room check was completed including lights, TV, phone, hairdryer, and other electrical items.

• In the next room, we divided tasks — I cleaned the bathroom while my partner handled the bed and minibar.

• Vacuumed the carpet inside the room after cleaning was complete.

• Repeated the same process for all other rooms on the guest list.

Equipment Used:

• Housekeeping trolley

• Vacuum cleaner

• Discarded cleaning towels

• Vision glass cleaner spray

• Room amenities and linen

• Minibar supplies

• Trash bags

Relevance to Theory and Practical Learned at UMK:

• Practiced room cleaning methods in line with Accommodation Management modules.

• Reinforced understanding of hygiene standards and amenity placement techniques.

• Applied professional housekeeping SOPs learned during academic sessions.

Issues and Challenges Faced:

• Slight fatigue from continuous vacuuming and physical workload.

• Required time to familiarize with proper amenity arrangement and inspection routine.

Solutions:

• Maintained clear communication with partner for better task coordination.

• Took short rest intervals to manage energy levels.

• Focused on observation and asked questions to ensure accuracy in task performance.

i. Work Processes Involved:

• Started the day with a department briefing led by the Assistant Manager, Kak Nik.

• Teamed up again with senior room attendant, Shahrulhadi, to begin daily assignments.

• Headed to the Level 9 pantry in the Executive Wing to organize the required equipment and amenities.

• Loaded the housekeeping trolley with guest items including: dental kits, soap, sanitary bags, razors, combs, shower caps, vanity kits, tissue boxes, toilet paper rolls, and garbage liners.

• Prepared the necessary linen: fitted sheets, pillow covers, queen and twin-size duvets, bath towels, bathmats, hand towels, and face towels.

• Restocked beverage supplies for the minibar such as Nescafé, green tea, regular tea, white and brown sugar, and creamer.

• Tasked with vacuuming the full corridor carpet thoroughly from one end to the other.

• Received the cleaning schedule which listed rooms to be serviced.

• Began the first room cleaning task:

  • Partner opened the curtains and collected rubbish for disposal.

  • I observed the correct technique to dry bathroom floors using recycled cloths.

  • Learned how to clean mirrors and shower partitions using Vision cleaner.

  • Observed arrangement of bathroom essentials and towel placement.

  • Air freshener was applied to give the bathroom a pleasant scent.

  • Learned how to properly make the bed, stock the minibar, and organize closet amenities such as the prayer mat, iron, ironing board, slippers, and laundry bag.

  • Assisted in conducting a final room check including lights, TV, telephone, and hair dryer functionality.

• For the second room, my partner and I split duties: I was responsible for the bathroom while he handled the bedding and minibar.

• After cleaning, I vacuumed the carpet inside the room.

• Continued performing similar procedures for each guest room on the list.

ii. Equipment Used:

• Cleaning trolley for room service

• Industrial vacuum cleaner

• Reused drying cloths

• Glass cleaner (Vision spray)

• Guestroom linen and amenities

• Mini bar restock supplies

• Rubbish bags

iii. Relevance to Theory and Practical Learned at UMK:

• Applied practical cleaning techniques aligned with Accommodation & Housekeeping Management subjects.

• Reinforced academic understanding of hygiene protocols and amenity presentation.

• Demonstrated standard operating procedures (SOPs) learned during theory sessions.

iv. Issues and Challenges Faced:

• Physical fatigue due to long periods of vacuuming and movement between rooms.

• Needed time to adjust to proper placement of guest amenities and following room checklist procedures.

v. Solutions:

• Maintained active communication with assigned partner to streamline task division.

• Took short pauses when needed to avoid exhaustion.

• Paid close attention to instructions and practiced hands-on learning for improved accuracy.

half day shift

Work Processes Involved:

• Reported for duty at 12:00 PM for a half-day housekeeping shift.

• Paired with senior staff, Amir, for room servicing tasks.

• Assigned to assist other trainees and full-time staff with guestroom cleaning.

• Went directly to guestroom floors as instructed, no pantry preparation was required.

• Assisted in making beds, replacing linen, and arranging towels.

• Helped restock in-room amenities such as dental kits, tissue boxes, soap, razors, and other bathroom supplies.

• Supported team in maintaining cleanliness of guest bathrooms.

• Performed light vacuuming and ensured rubbish was collected and replaced with fresh trash bags.

• Followed instructions from both senior staff and supervisors to ensure rooms were prepared on time.

• Assisted in final room checks alongside team to ensure all equipment and lights were functioning.

Equipment Used:

• Basic cleaning cloths and tools

• Room amenities

• Linen and towels

• Trash bags

• Vacuum cleaner (used in some rooms only)

Relevance to Theory and Practical Learned at UMK:

• Reinforced teamwork and communication skills in a real hospitality environment.

• Practiced room arrangement and bed-making techniques taught in Accommodation Operations classes.

• Understood practical time management and coordination during limited working hours.

Issues and Challenges Faced:

• Limited time to complete multiple room tasks before end of shift.

• Required fast adaptation to join and assist different teams already in progress.

  Solutions:

• Maintained close coordination with partner (Amir) for efficient task distribution.

• Focused on completing priority tasks such as linen changes and amenity refills.

• Followed senior staff instructions carefully to avoid mistakes under time pressure.

Work Processes Involved:

• Started the day with a departmental briefing conducted by the Supervisor.

• Assigned to work with senior room attendant, Kak Su, for daily guestroom servicing.

• Went to the Level 9 pantry (Executive Wing) to prepare cleaning tools and supplies.

• Stocked the housekeeping trolley with guest amenities: dental kits, soap bars, sanitary bags, razors, combs, shower caps, vanity kits, tissue boxes, toilet rolls, and trash bags.

• Gathered linen items: fitted sheets, pillowcases, queen/twin duvets, bath towels, bathmats, hand towels, and face towels.

• Refilled minibar supplies: Nescafé, green tea, tea, white and brown sugar, creamer.

• Performed vacuuming along the corridor carpet from end to end.

• Received a list of guest rooms scheduled for servicing.

Room Cleaning Process:

• Curtains were opened and garbage collected by Kak Su.

• Observed how Kak Su wiped mirrors properly using a specific cloth and technique until they shined without streaks.

• Learned how to dry wet bathroom floors using recycled towels.

• Watched Kak Su spray and clean shower walls using Vision cleaner.

• Helped arrange towels and set up bathroom amenities neatly.

• Kak Su taught me how to fold toilet rolls and tissue box sheets properly after opening to make them look neat and professionally presented.

• Used air freshener to create a pleasant scent in the bathroom.

• Assisted with bed making, minibar restocking, and setting up the closet with laundry bag, slippers, iron, ironing board, and prayer mat.

• Participated in room inspection — checked electrical items like lights, TV, hairdryer, and phone.

Second Room Onward:

• Shared tasks with Kak Su — I cleaned the bathroom while she arranged the bed and minibar.

• Vacuumed the guestroom carpet after finishing cleaning.

• Repeated similar cleaning tasks for remaining rooms in the assignment list.

Equipment Used:

• Housekeeping trolley

• Commercial vacuum cleaner

• Cleaning rags (discarded cloths)

• Vision glass & shower cleaner

• Guestroom amenities and linen

• Minibar supplies

• Trash liners

Relevance to Theory and Practical Learned at UMK:

• Applied cleaning techniques learned in Accommodation Management module.

• Strengthened understanding of room presentation and cleanliness standards.

• Practiced proper mirror polishing and tissue folding techniques as part of hotel SOP.

• Observed real-life guestroom preparation and service protocols.

Issues and Challenges Faced:

• Required focus to master neat folding of toilet tissue and tissue boxes.

• Physical tiredness due to repeated cleaning and bending tasks.

• Needed patience and detail when cleaning mirrors to meet expected standards.

Solutions:

• Followed guidance from experienced staff (Kak Su) and asked for feedback.

• Practiced mirror wiping and folding techniques to improve consistency.

• Took short breaks when needed to maintain energy during cleaning tasks.

Work Processes Involved:

• Reported for duty at 9:00 AM and received task briefing.

• Assigned to work under supervision of Kak Su, a senior room attendant.

• Began shift with equipment and linen preparation at Level 9 pantry (Executive Wing).

• Stocked the trolley with standard guestroom amenities: soap, toothbrush, vanity kits, shower caps, toilet rolls, tissue boxes, trash bags, etc.

• Prepared linen: bedsheets, pillowcases, duvet covers, bath towels, hand towels, bathmats, face towels.

• Loaded minibar items: coffee, tea, sugar, creamer.

• Moved to assigned guestroom floors and followed room list provided by supervisor.

• Kak Su demonstrated correct methods for:

  • Making beds (queen & twin) with smooth and neat finish.

  • Folding toilet paper and tissues in a presentable manner.

  • Wiping mirrors to a polished, streak-free shine.

  • Arranging towels and toiletries according to hotel SOP.

• Assisted with bathroom cleaning and replenishment.

• Helped in room final checks — lights, television, phone, sockets, and minibar were verified for functionality.

• Participated in vacuuming carpets inside rooms.

• Carried out the same cleaning and preparation process for all rooms assigned that day.

Equipment Used:

• Housekeeping trolley

• Room linen and amenities

• Cleaning rags (discarded cloths)

• Glass cleaner (Vision spray)

• Trash liners

• Vacuum cleaner

Relevance to Theory and Practical Learned at UMK:

• Applied knowledge from Accommodation Management and Housekeeping Operations classes.

• Strengthened understanding of neatness, hygiene, and standard room setup.

• Practiced professional cleaning and folding techniques guided by senior staff.

Issues and Challenges Faced:

• High room occupancy required faster turnaround time.

• Needed precision in mirror wiping and bed making under time constraints.

Solutions:

• Closely followed instructions from Kak Su and asked questions to improve technique.

• Prioritized time management and proper division of tasks.

• Reviewed each completed room carefully before moving to the next.

Work Processes Involved:

• Reported on duty at 9:00 AM for a full-day shift.

• Assigned to work at the Classic Wing alongside part-time staff Zul.

• Received cleaning schedule and list of guest rooms to be serviced in Classic Wing.

• Collected equipment and supplies from the nearest pantry.

• Helped prepare the trolley with standard guestroom amenities: soap, shampoo, dental kits, tissue boxes, toilet paper rolls, trash bags, etc.

• Gathered linen and towels: bedsheets, pillowcases, duvets, bath towels, face towels, hand towels, bathmats.

• Entered rooms based on room list and followed proper procedures:

  • Zul opened curtains and emptied trash bins.

  • I assisted in changing linen and arranging pillows and duvets properly.

  • Cleaned bathrooms including drying floors and wiping mirrors.

  • Helped restock amenities and folded toilet rolls and tissue neatly.

  • Used air freshener to enhance room freshness.

  • Ensured minibar items were replenished and sejadah, iron, slippers, and hangers were arranged in the closet.

  • Performed room inspection with Zul, checking lights, TV, telephone, hairdryer, and sockets.

• Assisted in vacuuming room carpets and hallway as needed.

• Repeated the same tasks for each room on the assignment list.

Equipment Used:

• Housekeeping trolley

• Room amenities and linen

• Cleaning cloths

• Glass cleaner

• Trash bags

• Vacuum cleaner

Relevance to Theory and Practical Learned at UMK:

• Reinforced hotel housekeeping routines taught in the Accommodation & Housekeeping modules.

• Practiced practical SOPs such as amenity setup, towel arrangement, and bed making.

• Gained real-life experience working independently and with part-time staff in a professional setting.

Issues and Challenges Faced:

• Classic Wing had older room layouts, requiring more time for detailed cleaning.

• Had to adjust to slightly different room arrangement standards compared to Executive Wing.

Solutions:

• Followed Zul’s guidance and asked questions for clarification when needed.

• Paid attention to details, especially in mirror cleaning and linen alignment.

• Managed time efficiently to complete all rooms by end of shift.

Work Processes Involved:

• Reported for duty at 9:00 AM.

• Paired with senior room attendant, Shahrulhadi, for daily room assignments.

• Started the day by collecting linen and amenities from the housekeeping pantry.

• Loaded trolley with guestroom supplies: soap, shampoo, dental kits, vanity kits, tissue boxes, toilet rolls, trash bags, etc.

• Prepared linens: bedsheets, pillowcases, duvet covers, bath towels, hand towels, bathmats, and face towels.

• Followed assigned room list and began routine cleaning procedures.

• Assisted in bed making, bathroom cleaning, and restocking guest amenities.

• Learned to fold toilet paper neatly and check functionality of in-room appliances.

• Shahrulhadi brought me to view and assist in the cleaning of a Royal Suite.

  • Observed the detailed setup required for a premium room category.

  • Learned the special layout of the suite including living area, multiple bathrooms, dining area, and minibar.

  • Helped to arrange luxury amenities and more refined towel and linen presentation.

  • Noted additional tasks such as polishing glassware, aligning decorative items, and ensuring everything was spotless.

• Performed routine room checking procedures including testing all electrical devices, lighting, and bathroom functions.

• Assisted in vacuuming room carpet and hallway as needed.

• Continued with cleaning and preparation of standard rooms for the rest of the shift.

ii. Equipment Used:

• Housekeeping trolley

• Linen and towel supplies

• Bathroom and room amenities

• Glass cleaner (Vision)

• Cleaning cloths

• Vacuum cleaner

• Air freshener

iii. Relevance to Theory and Practical Learned at UMK:

• Observed and participated in luxury suite setup, applying concepts from Room Division and Housekeeping Management modules.

• Understood differences in standard vs. premium room servicing.

• Practiced high-detail presentation and inspection techniques as taught in class.

Issues and Challenges Faced:

• Needed to focus on additional guest touch points such as decorative setup and multi-room coordination.

Solutions:

• Followed Hadi’s guidance closely to complete each task step-by-step.

• Asked questions and took notes for future reference.

• Divided tasks efficiently between partner and self to meet cleaning standards within shift hours

Work Processes Involved:

• Reported for duty at 9:00 AM and partnered with Nasran, a housekeeping staff member.

• Received room assignment list for the day from the supervisor.

• Collected amenities and linen from the housekeeping pantry: pillowcases, bedsheets, duvet covers, towels (bath, face, hand), bathmats, toilet rolls, tissue boxes, trash bags, and minibar items.

• Assisted in loading the trolley with complete supplies and proceeded to assigned rooms.

• In each room:

  • Nasran opened curtains and emptied trash bins.

  • I assisted in bathroom cleaning, drying the floor using discarded towels, and cleaning mirrors and shower areas using Vision spray.

  • Helped arrange toiletries and fresh towels neatly.

  • Learned proper bed-making techniques from Nasran to achieve a tight and neat finish.

  • Refreshed minibar and placed required items in the closet (prayer mat, laundry bag, iron, ironing board, slippers).

  • Completed final room check with Nasran: tested lights, TV, telephone, and hairdryer functionality.

• Vacuumed carpets in rooms after all cleaning was completed.

• Continued the same procedure for each room on the checklist.

Equipment Used:

• Housekeeping trolley

• Linen and towels

• Cleaning cloths and glass cleaner (Vision)

• Vacuum cleaner

• Minibar supplies and room amenities

• Trash liners

Relevance to Theory and Practical Learned at UMK:

• Applied lessons from Housekeeping Operations and Accommodation Management modules.

• Practiced practical room cleaning methods, amenity setup, and linen handling.

• Understood teamwork flow between trainee and experienced staff during daily operations.

Issues and Challenges Faced:

• Moderate time pressure due to the number of rooms to be completed.

• Needed to maintain quality while improving cleaning speed.

Solutions:

• Communicated clearly with Nasran to divide tasks efficiently.

• Followed guidance and corrected mistakes immediately upon feedback.

• Focused on improving technique and speed through hands-on learning.

Work Processes Involved:

• Reported for duty at 9:00 AM and paired with Amir, a housekeeping staff member.

• Briefed that it would be a busy day with full room turnover (back-to-back rooms) due to high check-in/check-out volume.

• Collected linens and guest amenities from the pantry early to prepare for a high number of room cleanings.

• Stocked trolley with: pillowcases, bed sheets, duvet covers, bath towels, hand towels, face towels, toilet paper, tissue boxes, soap, vanity kits, trash bags, and minibar items.

• Began cleaning rooms immediately based on the assignment list:

  • Assisted Amir with fast and neat bed making.

  • Helped clean bathrooms, dry floors, and restock supplies.

  • Neatly folded tissue and toilet rolls.

  • Refilled minibar items and arranged closet amenities.

• Checked room appliances such as lights, phone, TV, and sockets.

• Vacuumed room carpets and ensured trash was cleared.

• Due to the high volume, trainees and staff were asked to work 2 hours of overtime to ensure all rooms were ready for guest check-ins.

• Maintained quality of service despite time constraints and extended working hours.

Equipment Used:

• Housekeeping trolley

• Guest amenities and linen

• Vacuum cleaner

• Cleaning cloths and sprays

• Trash liners

• Minibar stock items

Relevance to Theory and Practical Learned at UMK:

• Applied time-sensitive cleaning procedures from Housekeeping Operations module.

• Reinforced skills in prioritizing tasks and maintaining hygiene standards under pressure.

• Experienced managing back-to-back operations in real-time hotel environment.

Issues and Challenges Faced:

• Tight schedule and high number of rooms to prepare.

• Physical tiredness from continuous movement and multitasking.

• Pressure to maintain SOP despite needing speed.

Solutions:

• Practiced effective communication and task-sharing with Amir.

• Focused on completing critical tasks first in each room.

• Cooperated in OT (2 hours) to complete all rooms before guest arrivals.

Work Processes Involved:

• Reported for a half-day shift at 12:00 PM and partnered with Amir, a housekeeping staff member.

• Assigned to assist in linen handling and restocking for all active room attendants on shift.

• Collected clean linen items from the housekeeping linen room.

• Sorted and distributed linen including:

  • Bedsheets, duvet covers (queen and twin), pillowcases

  • Bath towels, hand towels, face towels, bathmats

• Delivered linen to each staff trolley on different floors to ensure they were fully stocked.

• Also assisted in restocking basic room amenities such as:

  • Toilet paper rolls, tissue boxes, trash bags, dental kits, soaps, shower caps, and vanity kits

• Communicated with each room attendant to identify what specific items were running low.

• Ensured all trolleys were neat, well-organized, and complete for efficient room cleaning.

• Returned to the linen room for second rounds of top-up as needed.

• Checked for damaged or stained linens and separated them for laundry or discard.

ii. Equipment Used:

• Housekeeping trolley

• Linen room cart

• Fresh linen and guest amenities

• Plastic liners and stock baskets

Relevance to Theory and Practical Learned at UMK:

• Reinforced understanding of linen control and inventory management, as learned in Accommodation Management.

• Practiced support roles in housekeeping, which are essential for smooth daily operation.

• Applied teamwork and communication skills in coordinating with multiple staff members.

Issues and Challenges Faced:

• Some linen items were limited in quantity, requiring coordination with the laundry section.

• Time management was needed to deliver supplies promptly before peak cleaning hours.

Solutions:

• Worked closely with Amir to prioritize delivery based on room attendant needs.

• Took quick trips to the linen room to maintain stock without delaying other attendants.

• Communicated clearly to ensure no staff were left without key supplies.

Work Processes Involved:

• Started the shift paired with Hadi, a senior housekeeper.

• Assisted with room preparation and cleaning tasks according to the daily room assignment list.

• Learned from Hadi how to properly open curtains and remove garbage bags for disposal.

• Observed the correct method to dry bathroom floors using discarded towels to prevent slipping hazards.

• Practiced cleaning mirrors and shower glass panels using Vision glass cleaner spray.

• Helped arrange bathroom amenities (soap, shampoo, vanity kits) and neatly folded towels.

• Assisted in bed making, minibar restocking, and placing items such as slippers, laundry bags, and ironing boards in the closet.

• Participated in final room inspections checking lights, TV, phone, and hairdryer functionality.

• Shared tasks with Hadi by alternating between bathroom cleaning and room tidying.

• Vacuumed carpets thoroughly in the rooms after cleaning was completed.

• Continued this routine for all assigned rooms throughout the shift.

Equipment Used:

• Housekeeping trolley

• Vacuum cleaner

• Vision glass cleaner spray

• Cleaning cloths (discarded towels)

• Guest amenities and linens

• Minibar supplies

Relevance to Theory and Practical Learned at UMK:

• Applied housekeeping cleaning techniques learned in Accommodation & Housekeeping Management modules.

• Reinforced knowledge of hygiene standards and guestroom presentation.

• Practiced teamwork and SOP compliance as emphasized during practical training.

Issues and Challenges Faced:

• Managing time efficiently between rooms to complete all tasks within shift hours.

• Learning the proper sequence of cleaning and restocking to maintain quality.

Solutions:

• Followed Hadi’s guidance and demonstrated active learning to improve efficiency.

• Prioritized tasks and communicated effectively to ensure smooth workflow.

swapping rest day with fellow trainees because today i'll be undergoing minor surgery on my wisdom teeth

Medical Leave:
I was granted 2 days of medical leave following my wisdom teeth surgery to allow for proper recovery and rest.

Medical Leave:
I was granted 2 days of medical leave following my wisdom teeth surgery to allow for proper recovery and rest.

Work Processes Involved:

• Partnered with Kak Azura for the full shift at Classic Wing.

• Assisted in cleaning and preparing guest rooms according to daily assignments.

• Helped Kak Azura in changing bed linens, arranging towels, and replenishing guest amenities.

• Learned proper techniques for wiping mirrors and glass surfaces to ensure a streak-free finish.

• Participated in vacuuming carpets and dusting furniture in the rooms.

• Assisted in restocking minibar items and organizing closet supplies.

• Conducted room checks with Kak Azura, verifying the functionality of lights, TV, telephone, and other electrical appliances.

Equipment Used:

• Housekeeping trolley

• Vacuum cleaner

• Cleaning cloths and glass cleaner

• Guest linens and amenities

• Minibar supplies

Relevance to Theory and Practical Learned at UMK:

• Applied housekeeping skills from Accommodation & Housekeeping Management courses.

• Practiced maintaining high hygiene and presentation standards.

• Gained experience in teamwork and efficient room servicing.

Issues and Challenges Faced:

• Adjusting to Classic Wing’s room layout and specific cleaning requirements.

• Managing time effectively to complete all assigned rooms.

Solutions:

• Followed Kak Azura’s instructions closely to improve work flow.

• Maintained good communication and task coordination with partner.

Work Processes Involved:

• Partnered with Amirul for the shift at Classic Wing.

• Moved between Levels 1, 2, and 3 to service guest rooms.

• Required to switch to a new housekeeping trolley at each level.

• Packed and organized new trolley supplies each time before starting work on the level.

• Performed room cleaning, linen changes, towel replacements, and replenished amenities.

• Coordinated with partner to manage tasks efficiently across different floors.

Equipment Used:

• Multiple housekeeping trolleys

• Cleaning supplies and guest amenities

• Linen and towels

Relevance to Theory and Practical Learned at UMK:

• Practiced time management and organizational skills by handling

• Reinforced knowledge of proper room cleaning and supply restocking procedures.

Issues and Challenges Faced:

• Managing frequent trolley changes and packing new supplies quickly.

• Adjusting to different room layouts on multiple floors.

Solutions:

• Prepared in advance by organizing supplies systematically for quick trolley packing.

• Maintained clear communication with Amirul for smooth task handover between floors.

i. Work Processes Involved:

• Partnered with Asiah for the full shift at Classic Wing.

• Assisted in cleaning and preparing guest rooms according to daily assignments.

• Worked together to change bed linens, replace towels, and replenish bathroom amenities.

• Carried out vacuuming of carpets and dusting of furniture in guest rooms.

• Helped restock minibar supplies and organized items in the closets.

• Performed final room inspections to ensure all electrical appliances were functioning correctly.

ii. Equipment Used:

• Housekeeping trolley

• Vacuum cleaner

• Cleaning cloths and glass cleaner

• Guest linens and amenities

• Minibar restock items

iii. Relevance to Theory and Practical Learned at UMK:

• Applied housekeeping techniques from Room Division subjects.

• Reinforced hygiene and presentation standards in practical settings.

• Improved teamwork and communication skills in a real work environment.

iv. Issues and Challenges Faced:

• Adapting to the specific layout and requirements of Classic Wing rooms.

• Managing time to complete assigned rooms efficiently.

v. Solutions:

• Followed Asiah’s guidance closely to ensure quality and efficiency.

• Maintained effective communication for task coordination.

Work Processes Involved:

• Partnered with Asiah for the shift at Classic Wing.

• Due to severe pain from surgical stitches, I was unable to assist with extensive room cleaning.

• Supported Asiah with lighter tasks such as organizing supplies and restocking amenities.

• Observed cleaning procedures to learn while managing my physical limitation.

Equipment Used:

• Housekeeping trolley

• Cleaning supplies

• Guest amenities and linens

Relevance to Theory and Practical Learned at UMK:

• Gained insight into housekeeping processes despite limited physical participation.

• Learned to adapt and assist within personal health constraints.

Issues and Challenges Faced:

• Severe pain from post-surgery stitches limited ability to perform physically demanding tasks.

Solutions:

• Communicated openly with Asiah and supervisor about limitations.

• Focused on lighter duties to contribute effectively without risking health.

Weesak Day and i have an appointment.

Work Processes Involved:

• Partnered with Amir at Tower Block for the full shift.

• Assisted with regular housekeeping tasks including room cleaning, linen changes, and replenishing guest amenities.

• Learned how to fill in the room cleaning report accurately under Amir’s guidance.

• Helped check and record room conditions such as minibar status, item replacement, and functioning of lights, telephone, TV, and other appliances.

• Supported in cross-checking room numbers with the guest list for completed and pending rooms.

Equipment Used:

• Housekeeping trolley

• Cleaning supplies and linens

• Report sheet / checklist form

• Pen and documentation tools

Relevance to Theory and Practical Learned at UMK:

• Applied practical knowledge of housekeeping operations and reporting.

• Reinforced understanding of guestroom inspection and documentation procedures.

Issues and Challenges Faced:

• Needed to understand specific reporting terms and formatting.

• Time management while cleaning and filling reports simultaneously.

Solutions:

• Followed Amir’s instructions closely for accurate reporting.

• Balanced tasks by cleaning first, then updating the report immediately after.

Work Processes Involved:

• Partnered with Hadi for the housekeeping shift.

• Assisted with guestroom cleaning and linen replacement.

• Observed and followed Hadi's method for proper bathroom cleaning and amenity arrangement.

• Participated in vacuuming, dusting, and general tidying of guest rooms.

• Helped check the functionality of room appliances including lights, telephone, and TV.

• Learned proper techniques for folding towels and restocking minibar items.

Equipment Used:

• Housekeeping trolley

• Cleaning cloths and disinfectants

• Vision glass cleaner

• Vacuum cleaner

• Guest amenities and linen

Relevance to Theory and Practical Learned at UMK:

• Practiced real-world application of housekeeping SOPs from Accommodation Management classes.

• Reinforced hygiene and service quality standards taught in theory.

Issues and Challenges Faced:

• Adjusting to fast-paced cleaning while maintaining attention to detail.

Solutions:

• Communicated and coordinated tasks efficiently with Hadi.

• Focused on learning through hands-on experience and observation.

Work Processes Involved:

• Partnered with Irnie for the shift at Classic Wing.

• Assisted with cleaning guest rooms according to daily schedule.

• Helped with changing bed sheets, pillowcases, duvets, and towel replacement.

• Restocked guest amenities in bathrooms and minibar items in rooms.

• Observed and followed Irnie’s methods for efficient and detailed cleaning.

• Vacuumed room carpets and checked room appliances to ensure functionality.

• Carried out final room setup including organizing prayer mat, slippers, and laundry bag in the closet.

Equipment Used:

• Housekeeping trolley

• Cleaning cloths and glass cleaner

• Vacuum cleaner

• Guest linens and amenities

• Minibar supplies

Relevance to Theory and Practical Learned at UMK:

• Applied housekeeping skills from Accommodation & Housekeeping Management course.

• Reinforced understanding of hygiene, room setup, and guest comfort standards.

Issues and Challenges Faced:

• Some rooms required extra cleaning due to late check-outs.

• Time pressure to complete all room assignments.

Solutions:

• Maintained good communication with Irnie to divide tasks efficiently.

• Focused on completing high-priority rooms first, then proceeded to remaining ones.

i. Work Processes Involved:

• Partnered with Zatil for a half-day shift at Classic Wing.

• Assisted in preparing and cleaning guest rooms.

• Helped change bed sheets, replace towels, and top up guest amenities.

• Supported in vacuuming carpets and organizing items in the room and closet.

• Followed Zatil’s guidance to ensure tasks were completed efficiently within the short shift.

ii. Equipment Used:

• Housekeeping trolley

• Cleaning cloths and sprays

• Guest linens and amenities

• Vacuum cleaner

iii. Relevance to Theory and Practical Learned at UMK:

• Applied time-limited housekeeping practices as per real hotel operations.

• Strengthened basic cleaning and amenity placement skills.

iv. Issues and Challenges Faced:

• Limited time to complete all assigned rooms.

v. Solutions:

• Focused on high-priority rooms first.

• Divided tasks with Zatil to work more efficiently.

Work Processes Involved:

• Partnered with Irnie again at Classic Wing.

• Tasked with servicing a high volume of guest rooms for the day.

• Performed room cleaning: changed bed linens, restocked towels, and replenished guest amenities.

• Cleaned bathrooms, vacuumed carpets, and organized closet items.

• Due to the large number of rooms, the shift extended beyond 5:00 PM to complete all assignments.

• Conducted final inspections to ensure all guest rooms met the hotel's cleanliness standards.

Equipment Used:

• Housekeeping trolley

• Vacuum cleaner

• Cleaning cloths and Vision glass spray

• Linen and guest amenities

• Minibar supplies

Relevance to Theory and Practical Learned at UMK:

• Strengthened practical housekeeping skills under pressure.

• Applied efficient time and task management learned during academic sessions.

• Practiced SOPs in high-demand work conditions.

Issues and Challenges Faced:

• Excessive number of rooms led to time constraints and physical fatigue.

• Required more time than usual to ensure cleanliness and completeness of each room.

Solutions:

• Maintained teamwork with Irnie to divide and speed up tasks.

• Prioritized urgent rooms first and communicated with the supervisor regarding delays.

• Took short breaks when possible to manage energy levels.

. Work Processes Involved:

• Partnered with Arif for a half-day shift.

• Helped fold prayer garments (telekung and kain pelikat) in the linen room.

• Collected dirty linen from each level in Tower Block and Classic Wing.

• Assisted in sorting soiled linen into categories (e.g. towels, bedding, uniforms).

• Helped iron guest clothing in the linen room as part of laundry services.

ii. Equipment Used:

• Laundry trolley

• Linen racks and storage bins

• Iron and ironing board

• Laundry gloves (for sorting)

iii. Relevance to Theory and Practical Learned at UMK:

• Applied knowledge of laundry operations and linen handling as taught in Housekeeping Management.

• Practiced sorting and folding methods in line with hygiene and presentation standards.

iv. Issues and Challenges Faced:

• Some laundry was mixed or unlabelled, requiring extra attention to sorting.

• Physical workload from collecting linen across multiple levels.

v. Solutions:

• Worked closely with Arif to divide tasks and manage time.

• Cross-checked items to ensure correct sorting and avoid mix-ups.

i. Work Processes Involved:

• Assigned to work alongside Irnie again at Classic Wing.

• Carried out guestroom cleaning tasks throughout the day.

• Assisted with changing bed linen, arranging towels, and restocking in-room amenities.

• Helped with general cleaning duties such as vacuuming, wiping surfaces, and tidying the room layout.

• Monitored the condition of electrical appliances in each room to ensure everything was in working order.

• Contributed to organizing closet items including prayer mats, laundry bags, slippers, and irons.

ii. Equipment Used:

• Standard housekeeping cart

• Vacuum machine

• Cleaning sprays and cloths

• Bed linen and bathroom supplies

• Guest amenities and minibar items

iii. Relevance to Theory and Practical Learned at UMK:

• Practiced routine housekeeping procedures as outlined in class modules.

• Strengthened understanding of cleanliness standards, amenity placement, and guestroom presentation.

iv. Issues and Challenges Faced:

• High number of rooms created a time constraint.

• Physically demanding due to non-stop movement between rooms.

v. Solutions:

• Divided responsibilities with Irnie to speed up workflow.

• Maintained focus on task quality while managing time efficiently.

i. Work Processes Involved:

• Continued working with the same partner from the previous shift (Irnie) at Classic Wing.

• Carried out detailed guestroom cleaning tasks: made beds, changed linens, restocked towels and amenities.

• Cleaned bathrooms, vacuumed carpets, and ensured the arrangement of closet items (e.g., prayer mat, slippers, laundry bag).

• Checked room appliances (TV, lights, hairdryer, etc.) for proper function.

• Due to the large number of rooms, stayed beyond scheduled hours to complete all assignments.

ii. Equipment Used:

• Housekeeping trolley

• Cleaning tools and sprays

• Vacuum cleaner

• Linen and amenity stock

• Minibar refill items

iii. Relevance to Theory and Practical Learned at UMK:

• Applied housekeeping routines aligned with course modules.

• Practiced time management, prioritization, and service standards under high workload conditions.

iv. Issues and Challenges Faced:

• Large number of rooms caused time pressure and physical exhaustion.

• Needed to stay past normal hours to complete guestroom assignments.

v. Solutions:

• Coordinated efficiently with partner to divide responsibilities.

• Completed priority rooms first and remained on duty for OT to ensure all rooms were cleaned properly.

i. Work Processes Involved:

• All trainees were assigned to the linen room for the entire shift.

• Collected soiled linen from various levels in both Classic Wing and Tower Block.

• Assisted in sorting dirty linen (towels, bed sheets, pillowcases, uniforms, etc.) for processing.

• Helped manage the newly delivered bath towels from the external laundry service — counted, folded, and stored.

• Handled staff uniforms sent to the linen room — sorted by department and size for return.

ii. Equipment Used:

• Linen trolley

• Laundry sorting bins

• Storage racks and shelves

• Gloves and protective gear for handling soiled items

iii. Relevance to Theory and Practical Learned at UMK:

• Applied laundry handling and linen management procedures learned in Accommodation & Housekeeping modules.

• Reinforced hygiene and linen organization principles used in hotel operations.

iv. Issues and Challenges Faced:

• Large volume of linen and limited space for sorting.

• Coordination needed to manage both staff uniforms and guest linen effectively.

v. Solutions:

• Collaborated as a team with other trainees to speed up sorting and organizing tasks.

• Followed staff instructions and used clear labeling for effective tracking.

i. Work Processes Involved:

• Assigned to work with Kak Zatil again during a half-day shift.

• Assisted with cleaning and preparing guest rooms at Classic Wing.

• Helped with bed making, towel replacement, and topping up guest amenities.

• Performed vacuuming, arranged items in the closet, and ensured neat room setup.

• Followed Kak Zatil’s guidance to complete tasks efficiently within the short shift duration.

ii. Equipment Used:

• Housekeeping trolley

• Cleaning cloths and spray

• Vacuum cleaner

• Linen and guest amenities

iii. Relevance to Theory and Practical Learned at UMK:

• Practiced standard room cleaning procedures as taught in Housekeeping Management modules.

• Reinforced knowledge of room setup, hygiene, and time-based housekeeping practices.

iv. Issues and Challenges Faced:

• Limited time to complete all scheduled rooms due to half-day shift.

v. Solutions:

• Focused on high-priority rooms first.

• Maintained close teamwork and clear communication with Kak Zatil.

i. Work Processes Involved:

• Worked with Kak Irnie for the day’s shift.

• Performed regular housekeeping duties: room cleaning, linen replacement, and amenity top-up.

• Tasked with handling a torn curtain in one of the guest rooms — reported to the linen room for replacement.

• Assisted in double-checking the condition of rooms to ensure all equipment and facilities were functioning properly (e.g., lights, TV, air conditioning).

• Maintained room presentation based on hotel SOPs.

ii. Equipment Used:

• Housekeeping trolley

• Curtain hooks and replacement set (if applicable)

• Cleaning cloths and sprays

• Guest amenities and linen

• Room checklist form

iii. Relevance to Theory and Practical Learned at UMK:

• Applied knowledge from Housekeeping modules on room inspection and maintenance reporting.

• Strengthened attention to detail and problem-solving skills in daily room operations.

iv. Issues and Challenges Faced:

• Detected torn curtain during final room check.

• Required additional time to address and report the issue.

v. Solutions:

• Notified linen department promptly for curtain replacement.

• Ensured the room was still ready on time after completing all checks

i. Work Processes Involved:

• Partnered with Zul for the day’s housekeeping duties.

• Assigned to cover rooms in two different buildings: Tower Block and Classic Wing.

• Assisted in preparing rooms – making beds, replacing towels, restocking guest amenities, and general cleaning.

• Moved between both buildings based on the room assignment list.

• Ensured trolley was properly stocked before switching buildings, as each building required a separate setup.

ii. Equipment Used:

• Housekeeping trolley (restocked per building)

• Vacuum cleaner

• Cleaning cloths and surface sprays

• Bed linen and towel sets

• Guestroom amenities

iii. Relevance to Theory and Practical Learned at UMK:

• Practiced flexibility in handling multiple work locations efficiently.

• Applied housekeeping SOPs in different building setups while maintaining service consistency.

iv. Issues and Challenges Faced:

• Required additional time and effort to shift trolleys and supplies between buildings.

• Coordination between locations was slightly delayed due to distance.

v. Solutions:

• Prepared a full set of supplies in advance for each location.

• Maintained effective communication with partner Zul to manage tasks quickly and smoothly.

i. Work Processes Involved:

• Assigned to work with Kak Irnie on the final day of my placement in the Housekeeping Department.

• Carried out standard room cleaning procedures including bed making, bathroom cleaning, and replenishing guest amenities.

• Helped with vacuuming, checking room facilities, and organizing closet items such as prayer mats, slippers, iron, and laundry bags.

• Assisted in preparing rooms according to the guest list and followed standard SOPs for final room presentation.

• Ensured all rooms were in top condition for guest arrival as part of end-of-shift quality assurance.

ii. Equipment Used:

• Housekeeping trolley

• Cleaning cloths and sprays

• Vacuum cleaner

• Guest linen and amenities

iii. Relevance to Theory and Practical Learned at UMK:

• Consolidated knowledge and practical experience gained from the Accommodation and Housekeeping Management modules.

• Gained confidence in independently performing full room service and applying hotel housekeeping standards.

iv. Issues and Challenges Faced:

• Emotional challenge of completing the final shift with the team after weeks of routine.

• High number of rooms to complete within the shift time.

v. Solutions:

• Maintained strong teamwork and clear communication with Kak Irnie.

• Focused on completing tasks efficiently while maintaining high service quality.

FRONT OFFICE DEPARTMENT FIRSTDAY

At 7:00 AM on the first day at Frontoffice of my industrial training, I got to the hotel. When I arrived at the Front Office department at 7:30 AM, a staff member named Ms. Nurul Shazwanie greeted me and gave me a briefing. Every learner was invited to provide a brief introduction during this session. I was given the warm greeting responsibility of stationing myself at the lift area at 8:00 AM to welcome guests. Until 9:00 AM, this assignment was completed. Subsequently, I was assigned to the front desk, where I watched and helped with taking calls from visitors and hotel staff. I'm eager to learn more in the days ahead after this first day, which was both fruitful and enlightening.

Daily Activities:

• Attended morning briefing by the manager.

  • Received updates on hotel operations: guest arrivals, VIP presence, occupancy rate, events/issues.

• 8:00 AM – 9:00 AM: Stationed at guest lift area.

  • Welcomed guests with a smile.

  • Assisted guests with directions to reception, restaurant, etc.

• 9:00 AM onwards: Assigned to lobby/front counter.

  • Answered incoming internal and external calls.

  • Provided information regarding hotel facilities and services.

  • Assisted walk-in guests with inquiries and requests.

Related Equipment Used:

• Telephone system, hotel directory system (for guest info), guest management software.

Theory & Practice Link:

• Applied communication and customer service skills learned in class

• Practiced handling real guest interactions and problem-solving situations.

Issues & Challenges:

• One guest was confused about the check-in time and demanded early access.

Solutions:

• Politely explained standard check-in time.

• Offered to store luggage and directed guest to the lounge for refreshments while waiting.

Daily Activities:

• Reported to work at 7:00 AM.

• 7:30 AM: Attended daily morning briefing by Front Office Manager.

  • Received updates on hotel operations and guest numbers.

• Assisted temporarily at Cerana Coffee House (hotel restaurant) due to high guest volume (~500 breakfast guests).

  • Helped wipe plates, glasses, and cutlery.

  • Supported restaurant staff during breakfast rush.

• 10:30 AM: Breakfast provided by the restaurant team as appreciation.

• Returned to front desk duties:

  • Assisted with guest check-ins and check-outs.

  • Handled internal and external phone calls.

  • Learned to use the hotel walkie-talkie system for communication with maintenance and housekeeping departments.

• 3:00 PM: End of shift.

Related Equipment Used:

• Telephone system, walkie-talkie radio, guest management system.

Theory & Practice Link:

• Applied multitasking and inter-departmental cooperation as learned in hospitality training.

• Gained exposure to F&B operations and communication protocols.

Issues & Challenges:

• Shortage of staff in restaurant due to unusually high number of breakfast guests.

Solutions:

• Volunteered to support F&B staff temporarily, reducing their workload and maintaining service quality.

Daily Activities:

• Assigned to afternoon shift (3:00 PM – 10:30 PM).

• Stayed at the front desk throughout the shift (no assistance at Cerana Coffee House needed today).

• Performed regular front desk duties:

  • Handled guest check-ins and check-outs.

  • Answered incoming internal and external phone calls.

  • Monitored and supported team responses to guest inquiries.

• Continued improving communication skills by coordinating guest-related requests using the walkie-talkie system with:

  • Maintenance department.

  • Housekeeping department.

• Completed duties on time and ended shift at 10:30 PM.

Related Equipment Used:

• Telephone system, walkie-talkie, guest registration system.

Theory & Practice Link:

• Applied guest service procedures and communication techniques as taught in hotel operations modules.

• Practiced real-time coordination and inter-department communication.

Daily Activities:

• Reported for afternoon shift (3:00 PM – 10:30 PM).

• No briefing session due to high volume of arriving guests.

• Immediately began front desk duties:

  • Assisted with guest check-ins and check-outs.

  • Answered incoming calls from internal and external lines.

• Observed and learned more about hotel check-in procedures:

  • Guided by front desk staff on managing guest data and verifying reservation details.

  • Practiced completing check-in processes using hotel system.

• Shift ended smoothly at 10:30 PM.

Related Equipment Used:

• Hotel reservation/check-in system, telephone system.

Theory & Practice Link:

• Applied concepts from reservation and front office operations modules.

• Gained hands-on experience with check-in workflow and guest information management.

Daily Activities:

• Reported for afternoon shift (3:00 PM – 10:30 PM).

• Attended a short shift briefing with the supervisor:

  • Reviewed key notes, expected guest arrivals, and current check-in status.

• Performed regular front desk duties:

  • Assisted with guest check-ins and check-outs.

  • Handled internal and external phone calls.

  • Monitored overall front desk operations.

• Learned a new task: organising and filing guest registration forms.

  • Taught to properly file copies of guest registration documents into room folders.

  • Understood importance of accurate and organised guest records.

Related Equipment Used:

• Telephone system, guest registration system, physical room files.

Theory & Practice Link:

• Applied administrative skills relevant to Front Office Management.

• Understood practical application of guest data organisation and record-keeping.

Daily Activities:

• Reported for afternoon shift (3:00 PM – 10:30 PM).

• Did not attend pre-shift briefing due to stomach discomfort.

• Began work immediately upon arrival.

• Performed standard front desk duties:

  • Assisted with guest check-ins and check-outs.

  • Answered internal and external phone calls.

  • Followed standard front desk procedures.

• Learned new procedure: handling guest sahur (pre-dawn meal) requests.

  • Took down sahur meal orders and verified delivery/pick-up times.

  • Communicated requests to the relevant department for preparation and delivery.

Sahur Menu Options at Hotel Perdana:

• Western Menu:

  • Omelette, Sausages, Vegetables, Orange Juice

• Local Menu:

  • Fried Rice, Nasi Lemak, Fried Noodles

• Drink Options:

  • Orange Juice, Coffee, Tea

Related Equipment Used:

• Telephone system, order logbook/form, communication tools for inter-department coordination.

Theory & Practice Link:

• Applied guest service and coordination skills from hospitality training.

• Understood food service coordination and special request handling.

Issues & Challenges:

• Missed briefing due to minor health issue but managed to resume duties effectively.

Solutions:

• Briefed informally by colleagues on shift priorities; resumed work with no disruption to operations.

Daily Activities:

• Reported for afternoon shift (3:00 PM – 10:30 PM).

• Performed regular front desk duties:

  • Assisted with guest check-ins and check-outs.

  • Answered internal and external phone calls.

  • Monitored front desk activities throughout the shift.

• Received practical training on hotel system functions from front desk staff (Khalis and Zol):

  • Checked current hotel occupancy.

  • Viewed number of rooms sold and available.

  • Learned how to apply charges and process guest payments.

  • Added extra bed charges and other services to guest bills.

  • Processed room service orders from Cerana Coffee House and included them in billing.

Related Equipment Used:

• Hotel Property Management System (PMS), telephone system.

Theory & Practice Link:

• Strengthened understanding of hotel billing, occupancy management, and front office system functions.

• Applied knowledge from Front Office Operations and Hospitality Systems modules.

Daily Activities:

• Covered morning shift (7:30 AM – 3:00 PM) for colleague Syikin, who was on leave for her child's akikah ceremony during Hari Raya Korban.

• Attended morning briefing:

  • Received updates on guest arrivals/departures, room conditions, and shift notes.

• Stationed at the area between the elevator and Cerana Coffee House during breakfast hours:

  • Assisted and guided guests heading to breakfast.

  • Helped maintain flow and order during peak breakfast time.

• Received hands-on training from Assistant Front Desk Manager (Kak Zuriati):

  • Learned how to prepare the guest check-out report.

  • Recorded room numbers, guest names, check-out times, and payment status.

  • Understood the importance of accurate record-keeping for auditing and daily reporting.

Related Equipment Used:

• Hotel check-out report system, guest records, physical or digital log sheets.

Theory & Practice Link:

• Applied knowledge from Hotel Front Office Management and Guest Services modules.

• Strengthened understanding of administrative reporting in daily hotel operations.

Issues & Challenges:

• High volume of guests during breakfast hours.

Solutions:

• Managed guest flow effectively through clear guidance and presence at high-traffic area.

Daily Activities:

• Reported for middle shift (12:00 PM – 7:30 PM).

• Attended afternoon shift briefing at 2:45 PM:

  • Discussed updates on guest check-outs, arrivals, and operational matters.

• At 3:30 PM, received instruction from Assistant Front Office Manager (Puan Zuriati):

  • HR Department requested trainee support for gotong-royong and kitchen preparation in conjunction with Hari Raya Aidiladha celebration.

• Assisted kitchen staff with food preparation:

  • Helped peel turmeric for cooking.

  • Gained hands-on experience supporting hotel team in non-front desk operations.

• Returned to front desk after the task was completed.

  • Continued regular duties until shift ended at 7:30 PM.

Related Equipment Used:

• Basic kitchen tools (peeler/knife), front desk system, telephone.

Theory & Practice Link:

• Developed understanding of teamwork across departments in hotel operations.

• Practiced adaptability and initiative by assisting outside primary role.

Issues & Challenges:

• Adjusting to unfamiliar kitchen tasks.

Solutions:

• Took guidance from kitchen staff and contributed effectively.

Daily Activities:

• Reported for middle shift (12:00 PM – 7:30 PM).

• Immediately assigned to assist with Hari Raya Aidiladha celebration activities organized by the hotel.

• Participated in korban preparation, including cooking traditional dishes such as:

  • Grilled beef (daging bakar)

  • Sour beef soup (singgang daging)

  • Fried beef (daging goreng)

  • Beef curry (gulai daging)

  • Spiced cow tripe with tamarind sauce (perut air asam)

  • Other festive dishes

• Enjoyed the prepared meal with the team at around 2:00 PM.

• Attended shift briefing at 2:45 PM.

  • Discussed updates and assigned remaining duties.

• At 4:00 PM, assisted in welcoming a group of orphans invited as special guests:

  • Helped manage reception and coordination.

  • Guests were served lunch and given korban beef.

• Returned to regular front desk responsibilities and completed the shift at 7:30 PM.

Related Equipment Used:

• Front desk system, telephone, basic kitchen tools during food prep.

Theory & Practice Link:

• Enhanced soft skills: hospitality, event coordination, and guest service.

• Applied teamwork and cross-department collaboration in a real hotel event.

Issues & Challenges:

• Managing time between event support and front office duties.

Solutions:

• Worked closely with team members to balance responsibilities effectively.

Supervisor's Verification:

Daily Activities:

• Reported for morning shift (7:00 AM – 3:00 PM).

• Assigned to assist with VIP guest arrival — members of the Perak royal family staying at Hotel Perdana.

• Gained valuable experience in VIP hospitality, including:

  • Preparing chilled towels as a traditional welcome gesture.

  • Practicing appropriate body language, posture, and greetings for welcoming royalty and distinguished guests.

• Observed and participated in professional front desk conduct for high-profile arrivals.

  • Learned the importance of precision, discretion, and professionalism in such situations.

• Returned to standard front desk duties after the VIP welcome:

  • Handled guest check-ins and check-outs.

  • Answered internal and external phone calls.

  • Assisted team with daily operational tasks.

• Shift completed smoothly at 3:00 PM.

Related Equipment Used:

• Guest reception supplies (chilled towels, welcome tray), front desk system, telephone.

Theory & Practice Link:

• Applied concepts of VIP service, etiquette, and cultural sensitivity learned in hospitality management modules.

• Improved soft skills in communication, presentation, and guest service excellence.

Issues & Challenges:

• High expectations for service quality during royal guest welcome.

Solutions:

• Maintained professionalism and followed guidance from experienced team members to ensure smooth delivery.

Daily Activities:

• Reported for morning shift (7:30 AM – 3:00 PM).

• Performed regular morning duty:

  • Welcomed guests at the hotel lobby.

  • Directed guests to the breakfast area to ensure a smooth start to their day.

• 11:00 AM – 12:00 PM: Attended the launching ceremony of the “Senyumlah” campaign at Kijang 2 Hall.

  • Organised by ATTANA Group, which oversees Hotel Perdana and other properties.

  • Campaign promotes warm smiles and positive guest engagement.

  • Motivational session highlighted the role of positivity and excellent service in the hospitality industry.

• Returned to Front Office duties after the event.

• Received training from Kak Wanie on:

  • Creating and programming room key cards using the hotel’s key card system.

  • Learned how to set check-in dates and assign room numbers to each card.

• Shift ended smoothly at 3:00 PM.

Related Equipment Used:

• Hotel key card system, guest management system, telephone.

Theory & Practice Link:

• Reinforced service values from hospitality training, especially in guest relations and front office technology.

• Gained hands-on experience in issuing and managing guest room access securely and efficiently.

Daily Activities:

• Reported for morning shift (7:30 AM – 3:00 PM).

• Carried out routine morning task:

  • Welcomed guests at the hotel foyer.

  • Directed them to the breakfast area to ensure a pleasant start to their day (7:30 AM – 9:00 AM).

• Returned to reception desk for standard front desk responsibilities.

  • Attended to check-ins, guest inquiries, and phone calls.

• Managed high guest traffic during late morning hours.

• Assisted front desk staff (Kak Wanie and Khalis) with room key card creation:

  • Used hotel key card system to program cards based on check-in dates and room assignments.

  • Applied prior training to ensure accuracy and efficiency during peak check-in time.

• Gained practical experience managing high-pressure situations at the front desk.

• Shift concluded smoothly at 3:00 PM.

Related Equipment Used:

• Key card encoding system, hotel management system, telephone.

Theory & Practice Link:

• Strengthened practical skills in guest service and front office technology.

• Applied principles of multitasking, accuracy, and calm under pressure, as learned in hospitality modules.

Issues & Challenges:

• High volume of guest arrivals caused temporary staffing pressure.

Solutions:

• Stepped in to support key card duties, easing the workload and maintaining smooth operations.

Daily Activities:

• Reported for evening shift (3:00 PM – 10:30 PM).

• Attended shift briefing:

  • Discussed guest arrivals, room status, and key responsibilities for the evening.

• Performed regular front desk duties:

  • Welcomed guests, handled check-ins, responded to enquiries, and answered internal/external calls.

• Assisted a walk-in guest with a direct reservation:

  • Successfully sold three Perdana Executive rooms and one Perdana Suite.

  • Ensured smooth and professional check-in process for all guests.

• Collaborated with staff member Aniq to handle a lost and found case:

  • Received guest call regarding a missing item.

  • Followed the hotel’s lost property protocol to document and inspect the item.

  • Resolved the issue effectively with guest satisfaction.

• Shift ended without issues at 10:30 PM.

Related Equipment Used:

• Front desk reservation system, telephone, lost-and-found logbook/system.

Theory & Practice Link:

• Applied knowledge of reservation handling, upselling techniques, and guest recovery protocols.

• Gained hands-on experience in customer service, problem-solving, and teamwork.

Issues & Challenges:

• Managed walk-in bookings and a lost item enquiry simultaneously during peak guest traffic.

Solutions:

• Prioritised tasks efficiently and collaborated with team to deliver excellent guest service.

Daily Activities:

• Reported for middle shift (12:00 PM – 7:30 PM).

• Performed routine front desk responsibilities throughout the shift:

  • Welcomed arriving guests.

  • Assisted with check-ins and check-outs.

  • Answered phone calls (internal and external).

  • Responded to guest enquiries and coordinated with relevant departments.

• Maintained smooth lobby and reception operations.

• No special events or issues occurred during the shift.

Related Equipment Used:

• Front desk management system, telephone.

Theory & Practice Link:

• Continued applying foundational skills in front office operations, guest services, and communication.

Daily Activities:

• Reported for middle shift (12:00 PM – 7:30 PM).

• Performed standard front desk duties:

  • Assisted with guest check-ins and check-outs.

  • Handled phone calls and responded to guest inquiries.

  • Coordinated with housekeeping and other departments as needed.

• Participated in a farewell event for Kak Liza (Reservation Department) on her last day of duty:

  • Helped with light preparations and joined the brief staff gathering to celebrate her service.

  • The event fostered team spirit and appreciation among colleagues.

• Returned to front desk operations and supported team until shift ended at 7:30 PM.

Related Equipment Used:

• Front desk system, telephone, guest log.

Theory & Practice Link:

• Continued applying core guest service and communication practices.

• Practiced teamwork and positive staff engagement—key soft skills in hospitality.

Daily Activities:

• Reported for middle shift (12:00 PM – 7:30 PM).

• Performed regular front desk duties:

  • Managed guest check-ins and check-outs.

  • Answered phone calls and assisted with guest inquiries.

  • Coordinated with housekeeping and other departments.

• Had the opportunity to assist as a bellman due to high guest demand and limited bellman availability.

  • Helped transport guest luggage to and from rooms.

  • Provided directions and explained hotel facilities during escort.

  • Maintained professional conduct while delivering in-room service.

• Gained valuable hands-on experience in guest handling and porter service under real working conditions.

• Shift ended smoothly at 7:30 PM.

Related Equipment Used:

• Bellman trolley, front desk communication system, telephone.

Theory & Practice Link:

• Applied hospitality knowledge in guest assistance and physical service roles.

• Strengthened multitasking skills and adaptability by supporting different functions during peak hours.

Issues & Challenges:

• Bell service demand exceeded available manpower during busy period.

Solutions:

• Stepped in to assist as bellman to maintain service efficiency and guest satisfaction.

Daily Activities:

• Reported for morning shift (7:30 AM – 3:00 PM).

• Carried out standard front desk responsibilities:

  • Welcomed and greeted guests at the lobby area.

  • Directed guests to the breakfast area.

  • Assisted with check-ins and check-outs.

  • Handled guest inquiries and phone calls.

  • Coordinated with housekeeping and maintenance departments as needed.

• Maintained front desk operations and provided quality guest service throughout the shift.

• No special events or issues occurred during the day.

Related Equipment Used:

• Front desk system, telephone.

Theory & Practice Link:

• Reinforced hospitality skills in guest interaction and communication.

• Continued practicing accuracy, time management, and professional conduct in daily operations.

Daily Activities:

• Reported for morning shift at 7:30 AM.

• Attended morning briefing with Front Office team:

  • Last night occupancy: 75.37%

  • Breakfast served to 348 pax.

  • Departures: 116 rooms, Arrivals: 132 rooms.

  • Noted Total Rooms: 205.

  • High expected activity due to large number of arrivals and departures.

• Assisted with:

  • Check-out process for departing guests.

  • Providing directions and information for breakfast service at Cerana Coffee House.

  • Coordination with housekeeping to ensure room readiness for early arrivals.

• Handled and prepared for group arrivals:

  • MARDI Serdang – 13 rooms

  • Kementerian Perladangan & Komoditi – 13 rooms

  • Kelab Darul Naim – 1 room

• Monitored group in-house stays:

  • Kementerian Dalam Negeri – 12 rooms

  • Kelab Darul Naim – 35 rooms

  • My Creative Ventures – 7 rooms

• Supported banquet and event coordination by preparing guest information for:

  • Meetings:

    • Evolution Commerce Sdn Bhd – 13 pax at Kijang 6 (0800–1730 hrs)

    • Kelab Darul Naim – 30 pax at Kijang 4/5 (1000–1730 hrs)

    • Kelab Darul Naim – 40 pax at Sri Rampai (1630–1900 hrs)

  • Lunch/Dinner Arrangements:

    • Evolution Commerce – 13 pax at Cerana Coffee House (1200–1400 hrs)

    • Kelab Darul Naim – 30 pax lunch, 40 pax dinner

    • USM – 100 pax dinner at Dewan Bunga Emas (2000–2300 hrs)

• Supported Kak Wanie in issuing key cards for early arrivals, especially for group bookings.

• Coordinated closely with housekeeping and banquet team to ensure readiness for events and room setups.

Related Equipment Used:

• Hotel PMS (Property Management System), key card encoder, internal phone system.

Theory & Practice Link:

• Applied knowledge in group reservation handling, room status coordination, and event support.

• Strengthened skills in multitasking and high-volume front desk operations.

Issues & Challenges:

• High guest turnover created time pressure for room readiness and check-in flow.

Solutions:

• Prioritised early departures and updated room status in real-time.

• Worked collaboratively with housekeeping to expedite room cleaning and key issuance.

Daily Activities:

• Reported for middle shift at 12 PM.

• Attended daily briefing with the Front Office team.

  • Occupancy last night: 75.37%

  • Breakfast served: 348 pax

  • Departures: 116 rooms

  • Arrivals expected: 132 rooms (Total hotel rooms: 205)

• Assisted with morning tasks:

  • Greeted and directed guests to Cerana Coffee House for breakfast.

  • Handled early check-outs and room key card returns.

  • Answered guest enquiries at the lobby and front desk.

  • Coordinated with housekeeping for room readiness, especially due to high number of departures and arrivals.

• Monitored and supported group arrivals:

  • MARDI Serdang – 13 rooms

  • Kementerian Perladangan & Komoditi – 13 rooms

  • Kelab Darul Naim – 1 room

• Verified in-house group bookings:

  • Kementerian Dalam Negeri – 12 rooms

  • Kelab Darul Naim – 35 rooms

  • My Creative Ventures – 7 rooms

• Assisted in preparing room key cards and welcome notes for incoming group guests.

• Coordinated with banquet and event teams for the following events:

  • Evolution Commerce Sdn Bhd – Meeting (13 pax), Lunch (Cerana)

  • Kelab Darul Naim – Meeting (30 pax & 40 pax), Lunch (30 pax), Dinner (40 pax)

  • Universiti Sains Malaysia – Dinner event (100 pax, Dewan Bunga Emas)

• Maintained effective communication with the Reservations, Banquet, and Housekeeping departments to ensure readiness and smooth operations.

• Continued learning through observation of guest group handling, reporting flow, and reservation coordination.

Related Equipment Used:

• Hotel PMS system, key card encoder, telephone.

Theory & Practice Link:

• Applied knowledge of high-volume check-in/out procedures, group management, and interdepartmental coordination.

• Strengthened communication and multitasking skills during peak hours.

Issues & Challenges:

• Tight turnaround between departures and arrivals posed coordination challenges.

Solutions:

• Prioritised early check-outs and flagged cleaned rooms for urgent release to front desk.

• Worked closely with housekeeping and reservation team for real-time room updates.

Daily Activities:

• Reported for middle shift at 12:00 PM.

• Attended afternoon briefing to receive updates on:

  • Guest arrivals and departures

  • Group check-ins and in-house events

  • Special instructions from management or other departments

• Performed routine front desk tasks:

  • Assisted with guest check-ins and check-outs

  • Handled phone calls (internal & external)

  • Responded to guest enquiries and special requests

  • Coordinated with housekeeping and maintenance via walkie-talkie

  • Monitored real-time front office operations

• Supported other team members during busy periods.

• Maintained professional conduct and provided excellent guest service throughout the shift.

Related Equipment Used:

• Front desk PMS system, key card encoder, telephone, walkie-talkie.

Theory & Practice Link:

• Reinforced guest service skills, communication, and multitasking in a hospitality setting.

• Practiced coordination between departments to ensure guest satisfaction.

Daily Activities:

• Reported for middle shift at 12:00 PM.

• Attended afternoon briefing and received updates on the following:

  • Last night occupancy: 87.59%

  • Departures: 41 rooms

  • Arrivals: 60 rooms

  • Breakfast served: 379 pax

  • Total rooms available: 233 rooms

• Key arrival sources:

  • OTA: 38 rooms

  • Hotel Direct: 176 rooms

  • Website: 15 rooms

• Monitored and assisted with group arrivals:

  • LHDN (Lembaga Hasil Dalam Negeri): 7 rooms

  • Genetee Sdn Bhd: 1 room

• Group In-house:

  • LHDN – 140 rooms

• Assisted front office operations including:

  • Guest check-ins and check-outs

  • Answering telephone calls (internal and external)

  • Coordinating with housekeeping for room readiness

  • Issuing and programming key cards for new arrivals

  • Responding to guest enquiries at the reception counter

• Supported event coordination by assisting with guest flow and directions to venues for:

  • LHDN seminars in multiple meeting rooms (Kijang 3/4/5/6, Dewan Bunga Emas)

  • LHDN Q&A session in Kijang 2

  • PKB CSR Blood Donation Campaign at Lower Level Bungalow

  • Ceramah Awal Muharam at Upper Level Bungalow

  • LHDN Grand Dinner at Dewan Bunga Emas (224 pax)

Related Equipment Used:

• PMS system, telephone, walkie-talkie, key card encoder.

Theory & Practice Link:

• Applied skills in managing group arrivals and large-scale events coordination.

• Improved guest handling and multitasking during high occupancy.

• Practiced professional communication across departments and with guests.

Issues & Challenges:

• High number of simultaneous events and large in-house group required close coordination to prevent delays or confusion.

Solutions:

• Maintained constant communication with banquet, housekeeping, and security teams to ensure guest flow and requests were handled promptly.

Daily Activities:

• Reported for morning shift at 7:30 AM.

• Attended the daily morning briefing, where updates on guest arrivals, departures, room status, and event schedules were discussed.

• Performed routine front desk tasks:

  • Greeted and directed guests to the breakfast area at Cerana Coffee House.

  • Assisted with check-outs and guest enquiries at the lobby.

  • Coordinated with housekeeping for room readiness updates.

  • Answered telephone calls from both internal and external lines.

• New Task: Given the opportunity to assist Mimi in the Reservation Department. Tasks included:

  • Learning how to handle reservation requests from different platforms (OTA, direct, website).

  • Observing how room availability and rates are checked using the PMS.

  • Assisted in entering booking details into the reservation system.

  • Gained exposure to group blockings and how corporate or government bookings are arranged.

Related Equipment Used:

• Front Desk PMS system, Reservation platform, key card encoder, telephone.

Theory & Practice Link:

• Applied knowledge of reservation procedures in a practical setting.

• Strengthened understanding of how front desk and reservation departments work together to manage guest flow.

• Improved technical skills related to booking management and customer service.

Issues & Challenges:

• First-time exposure to reservation systems required guidance.

Solutions:

• Received step-by-step assistance from Mimi; asked questions to clarify unfamiliar procedures.

Daily Activities:

• Reported for morning shift at 7:30 AM.

• Attended the daily morning briefing, which covered guest arrival and departure details, VIP guests, room readiness, and special requests for the day.

• Performed regular front desk responsibilities:

  • Welcomed guests and directed them to the breakfast area.

  • Assisted with guest check-outs and answered inquiries at the reception.

  • Handled internal calls and coordinated with housekeeping and maintenance using the walkie-talkie.

• New Experience:

  • Received a special guest request to decorate a room for a child’s birthday celebration.

  • Liaised with housekeeping and obtained the necessary decorative items (e.g. balloons, birthday banner).

  • Helped prepare and decorate the guest room according to the parent's request.

  • Ensured the setup was done before the guest returned, and double-checked for cleanliness and room readiness.

  • Gained experience in personalised guest service and learned the importance of attention to detail in creating memorable guest experiences.

Related Equipment Used:

• PMS system, telephone, walkie-talkie, guest request form, basic decoration items.

Theory & Practice Link:

• Applied customer service skills in handling special guest requests.

• Strengthened teamwork and communication with the housekeeping department.

• Learned how personalised gestures can enhance guest satisfaction and loyalty.

Issues & Challenges:

• Time sensitivity in preparing the room before guest return.

Solutions:

• Prioritised task immediately and coordinated with available staff to complete decoration efficiently.

Daily Activities:

• Reported for morning shift at 7:30 AM.

• Attended the daily morning briefing, which included important updates on:

  • Last Night Occupancy: 43.23%

  • Breakfast served: 220 pax

  • Departures: 85 rooms

  • Arrivals: 219 rooms

  • Total rooms: 250

• Source of Arrivals:

  • OTA: 68 rooms

  • Hotel Direct: 102 rooms

  • Website: 49 rooms

• Group Arrivals assisted:

  • Jabatan Pengangkutan Jalan (JPJ VIP): 2 rooms

  • Jabatan Pengangkutan Jalan: 49 rooms

• Group In-House:

  • Lembaga Hasil Dalam Negeri (LHDN): 4 rooms

• Event Coordination Support:

  • Provided direction and assistance to event participants and organisers for the following events:

    • LumiWorks Sdn Bhd (Seminar & Lunch – 120 pax)

    • Jabatan Kecemasan HRPZ II (Dinner – 193 pax)

    • SMK Salor (Majlis Tahlil & Dinner – 30 pax)

    • IPK Kelantan (Dinner – 50 pax)

    • JPJ Malaysia (BBQ Dinner, Meeting & Supper – 54 pax)

• Routine front office duties included:

  • Welcoming and directing guests to breakfast area

  • Handling check-outs

  • Responding to guest inquiries at the front desk

  • Managing internal calls and coordinating with housekeeping

  • Issuing room key cards for early arrivals

Related Equipment Used:

• Front desk PMS, walkie-talkie, telephone, key card encoder.

Theory & Practice Link:

• Applied time management and prioritisation during high-volume arrival periods.

• Practiced clear communication and coordination with multiple departments to support guest flow during events.

• Gained experience managing group check-ins and understanding group logistics.

Issues & Challenges:

• High number of group arrivals and overlapping events within the same day created occasional congestion at the lobby and check-in counter.

Solutions:

• Worked with team members to split responsibilities and expedite the check-in process.

• Referred guests clearly to event venues to minimise confusion.

Daily Activities:

• Reported for morning shift at 7:30 AM.

• Attended the morning briefing with the front office team to review:

  • Last Night Occupancy: 90.23%

  • Breakfast served: 409 pax

  • Departures: 175 rooms

  • Arrivals: 75 rooms

  • Total Rooms: 240

• Arrivals by Channel:

  • OTA: 37 rooms

  • Hotel Direct: 23 rooms

  • Website: 15 rooms

• Group Arrival: None reported for today.

• Group In-house:

  • Jabatan Pengangkutan Jalan (VIP): 17 rooms

  • Jabatan Pengangkutan Jalan: 45 rooms

• Event Support Tasks:
  Assisted in managing crowd flow and provided directions to the following scheduled events:

  • JPJ Malaysia Meeting – 50 pax at Kijang 3 (0830 – 2300 hrs)

  • JPJ Lunch – 50 pax at Cerana Coffee House (1230 – 1430 hrs)

  • JPJ Dinner – 50 pax at Cerana Coffee House (1830 – 2100 hrs)

  • JPJ Supper – 50 pax at Level 2 Foyer (2130 – 2230 hrs)

• Routine Front Office Duties:

  • Welcomed and directed guests to breakfast

  • Handled high volume of guest check-outs

  • Answered telephone enquiries (internal & external)

  • Responded to guest requests and coordinated via walkie-talkie with housekeeping and maintenance

  • Assisted in issuing key cards and updating PMS with arrival data

Equipment Used:

• Property Management System (PMS), telephone, walkie-talkie, key card encoder.

Theory & Practice Link:

• Practiced guest handling under pressure due to high departure load.

• Improved coordination skills with other departments, especially during overlapping meal periods and events.

• Strengthened PMS system usage accuracy and front office multitasking.

Issues & Challenges:

• Lobby congestion due to simultaneous group in-house and guest departures.

Solutions:

• Divided front desk tasks with team efficiently.

• Used guest service techniques to maintain composure and ensure smooth flow.

Daily Activities:

• Reported for morning shift at 7:30 AM.

• Attended the morning briefing, which included key operational updates:

  • Last Night Occupancy: 58.27%

  • Breakfast: 256 pax

  • Departures: 128 rooms

  • Arrivals: 105 rooms

  • Total Rooms: 155

• Arrivals by Channel:

  • OTA: 43 rooms

  • Hotel Direct: 47 rooms

  • Website: 15 rooms

• Group Arrival: None reported.

• Group In-House:

  • Jabatan Pengangkutan Jalan (JPJ): 45 rooms

• Events of the Day:

  • JPJ Malaysia: Breakfast for 50 pax at Cerana Coffee House (0630 – 1030 hrs)

  • PERKESO:

    • Interview Session – 29 pax at Kijang 2 (0900 – 1500 hrs)

    • Candidate Waiting Area – 29 pax at Level 1 Foyer

    • Lunch – 29 pax at Cerana Coffee House (1200 – 1400 hrs)

• Front Office Responsibilities Performed:

  • Welcomed and directed guests to the breakfast area

  • Handled mass check-outs during peak hours

  • Assisted individual guests and coordinated with housekeeping for quick room turnovers

  • Monitored lobby activity, especially in preparation for PERKESO candidates

  • Handled walk-in and phone enquiries about room availability

  • Prepared key cards for new arrivals and updated guest data in PMS system

Related Equipment Used:

• PMS (Property Management System), telephone, walkie-talkie, key card encoder.

Theory & Practice Link:

• Reinforced practical skills in managing high departure volume.

• Gained insight into supporting interview-based events (PERKESO) while ensuring normal operations continued smoothly.

• Strengthened multitasking and communication with different departments to meet guest and event needs.

Issues & Challenges:

• High demand on check-out assistance and early room preparation for new guests.

• Coordination required for multiple small-scale events in different hotel zones.

Solutions:

• Prioritised room readiness with housekeeping for early check-in requests.

• Divided tasks effectively among front office team members.

Daily Activities:

• Reported for morning shift at 7:30 AM.

• Attended morning briefing to receive updates on:

  • Guest arrivals and departures

  • In-house group status

  • Events scheduled for the day

  • Special instructions from management

• Routine Front Desk Tasks:

  • Welcomed guests at the hotel entrance and lobby area

  • Directed guests to the breakfast area (Cerana Coffee House)

  • Assisted with guest check-outs, especially during peak hours

  • Answered telephone calls (internal & external)

  • Prepared key cards for arriving guests

  • Responded to guest enquiries and coordinated with housekeeping and maintenance

  • Monitored real-time updates via PMS system and walkie-talkie

• Supported front office team during heavy guest movement and ensured excellent guest service throughout the shift.

Related Equipment Used:
PMS system, key card encoder, telephone, walkie-talkie.

Theory & Practice Link:

• Applied communication and interpersonal skills in a real hospitality setting

• Practiced guest service under pressure

• Strengthened coordination with other departments to maintain smooth operations

Daily Activities:

• Reported for morning shift at 7:30 AM.

• Attended morning briefing to receive updates on:

  • Occupancy rate: 74.63%

  • Breakfast count: 327 pax

  • Departures: 103 rooms

  • Arrivals: 126 rooms

  • Group movements and in-house guests:

    • JKKN (Jabatan Kebudayaan & Kesenian Negara): 8 in-house + 7 arrivals

  • Scheduled Events at hotel venues

Routine Front Desk Tasks:

• Welcomed guests at the lobby and entrance, directing them to Cerana Coffee House for breakfast

• Assisted guests with check-outs during the busy morning period

• Answered phone calls (internal and external)

• Prepared key cards for incoming guests using the encoder system

• Handled guest enquiries regarding rooms, meetings, and F&B events

• Coordinated with housekeeping and maintenance teams via walkie-talkie to ensure room readiness and support

• Supported the front office team in handling high guest movement, especially with large groups such as JKKN

• Monitored real-time status using the PMS system

Related Equipment Used:

• PMS (Property Management System)

• Key card encoder

• Telephone system

• Walkie-talkie

Theory & Practice Link:

• Applied guest service skills in a real-time check-in/check-out process

• Reinforced coordination with multiple departments (housekeeping, F&B, maintenance)

• Practiced effective communication and multitasking under peak workload

• Gained exposure to managing group arrivals and assisting with event guest flow

Daily Activities:

• Reported for morning shift at 7:30 AM.

• Attended morning briefing conducted by Kak Sarah, where she shared important updates on:

  • Last night occupancy: 81.25%

  • Breakfast count: 349 pax

  • Departures: 175 rooms

  • Arrivals: 87 rooms

  • Group arrivals:

    • Bahagian Kewangan (KDN): 10 rooms

    • Koperasi Kakitangan Kumpulan BIMB Malaysia Berhad: 15 rooms

  • Group in-house: JKKN – 13 rooms

  • Details on today's events and venue usage

  • Special instructions on handling group check-ins and coordination with housekeeping

Routine Front Desk Tasks:

• Welcomed guests and guided them to Cerana Coffee House for breakfast

• Assisted with check-outs and handled guest enquiries at the front desk

• Answered calls from both internal departments and external guests

• Prepared room key cards for upcoming arrivals using the encoder

• Communicated with housekeeping and maintenance teams through walkie-talkie

• Monitored real-time updates through the PMS system

• Provided assistance to teammates during busy periods due to high guest turnover and back-to-back events

Related Equipment Used:

• PMS (Property Management System)

• Walkie-talkie

• Telephone

• Key card encoder

Theory & Practice Link:

• Reinforced communication, teamwork, and coordination under real work pressure

• Practiced customer service and complaint handling

• Applied knowledge of guest cycle management, especially during peak departure time

• Learned to manage group arrivals and integrate briefings into daily task planning

Daily Summary

Operational Briefing (Morning):

Attended daily morning briefing led by supervisor. Updates received included:

• Last Night Occupancy: 54.41%

• Breakfast Count: 267 pax

• Departures: 108 rooms

• Arrivals: 198 rooms

• Total Rooms: 148

• Group Arrivals:

  • Koperasi Kakitangan Kumpulan BIMB Malaysia Berhad: 13 rooms

• Group Inhouse:

  • JKKN: 1 room

  • Bahagian Kewangan (KDN): 11 rooms

  • Koperasi BIMB: 3 rooms

• Events of the Day:

  • Koperasi BIMB: Meeting (35 pax, Kijang 6, 3:00–6:00 PM)

  • Koperasi BIMB: Dinner (35 pax, Kijang 4/5, 8:00–11:00 PM)

  • YADIM Kelantan: Dinner (120 pax, Dewan Bunga Emas, 5:00–8:00 PM)

  • JPM Hal Ehwal Agama: Light refreshments (5 pax, Kijang 1, 9:00–10:00 PM)

Front Office Duties:

• Welcomed and guided guests at the lobby and entrance

• Handled check-outs during peak hour (post-breakfast period)

• Assisted with front desk tasks:

  • Answered internal & external phone calls

  • Printed and programmed key cards for incoming guests

  • Coordinated with housekeeping and maintenance via walkie-talkie

• Monitored room availability and real-time updates via PMS system

• Provided support for handling group arrival coordination (Koperasi BIMB)

• Maintained professional service and guest engagement throughout the shift

Equipment Used:

• PMS System (Opera/Fidelio)

• Walkie-talkie

• Key Card Encoder

• Telephone (Multi-line system)

Link to Theory & Practice:

• Demonstrated guest service skills in real-time scenarios

• Applied front office SOPs for arrivals, departures, and interdepartmental communication

• Strengthened multitasking skills during high guest volume

• Learned the importance of teamwork in ensuring seamless operations

Today marked my final day of industrial training at Hotel Perdana Kota Bharu. Over the course of this internship, I gained valuable hands-on experience in:

• Front office operations

• Guest handling and communication

• Technical use of front office systems

• Interdepartmental coordination

• Real-world application of hospitality theory

I am sincerely grateful to the entire Hotel Perdana team, especially the Front Office Department, for their support, guidance, and trust throughout this journey.