* I was quite afraid to start my SIEP 3, because the hotel is far away from my house. Bei Boutique Hotel is located at Muar, which is 45 minutes from my Tangkak (my hometown). I reached the hotel before 8am and waited for assistant manager arrival to start my first day job. 

* The receptionist give a punch card and help me to do thumb print scan.

* The receptionist teach me to do guest check out in system. During guest check out receptionist should give invoice to guest and need their signature in guest registration form. In invoice guest name and the amount paid should be correct for that as a receptionist we have to make sure the guest approve it. 

* Then introduction session with BB Hotel staff’s such as General Manager (Mr. Khaled), HR Manager (Mrs. Flora), Accounting (Ms. Harshley), Maintenance (Mr. Syafiq), Reservation (Mr. David), Housekeeping  (Mr. Faris & Kevin), Receptionists (Aiman, Sharmila, Loga, and Hazizi), Public Area Assistants ( Mrs. Parvathi & Welder), Chef’s (Mr. Ramli & Azreen), Bellhop (Mr. Mariz & Alex) and F&B (Mr. Baharudin, Rukaimi &Wan ). The owner is Mr. Lim Kai Chai. 

* Then I read the room types and prices. And getting know the number of floors in the hotel. BB Hotel had paste the rules of house and room facilities. 

* Price for walk in guest is cheaper than reservation price. For walk in guest deposit is a must.  There got morning promotion for room rate. If rooms are less than 10 rooms mean there will be morning promo. For example room rate RM185 will be RM145.

* That day there was Piano Exam in 3^rd floor Centro. I was guiding guest to Centro. For membership they can redeem 1 day after 20 day stays as member. 
* If guest had arrived but room is not ready mean, guest have to wait for 15 minutes to 30 minutes until room to be ready. 

* For foreigners they should give their passport for photocopy while for local they have to give their Ic for photocopy. Before giving room card, the card should be cleared.

* My work time is 8am to 5pm. My first day was so good not bad as my thought. I had my lunch there, first day lunch was Nasi goreng with fried egg. During lunch time, David talked to me. Then other staffs those was having lunch also communicate with me.

* I check out at 5.05pm. Then I reached my home at 5.50pm. I was tiring day because of long bike ride.

 
(The type of rooms and prices)

* That day the promo price for Premier Deluxe Twin is RM 145 while the net price is RM 215.  The cafe only provide breakfast and dinner. No lunch. The breakfast will be provided at 7 am until 10.30 am. The cafe is situated at the back of the hotel. The dinner time is 7 pm until 10 pm. 

* When guest haven’t check out before 1 pm receptionist have to call each room and inform the hotel check out time. The guest will be given time until 12.30 pm to check out. Because after that there will be room check in at 2 pm. The housekeeping have to clean the rooms before the guest check in. 

* In Booking.com there will be no contact number of guests so during guest check in receptionist have note down guest contact number in guest registration form. For reservation also contact number not given. So the contact number will be used to call guest when guest is not in room.
* There was a foreigner guest who request for Coke. So the bill for the drink will be keep in the guest file. 

* For the card payment receptionist have to take the receipt that shows settlement successful. If it’s not successful means hotel can’t claim money from that card. In the receipt the full details about the payment for example card type are noted. Then the receipt is printed & keep for claiming process. 

* In breakfast voucher, we should write room number, arrival & departure date and number of people (pax). The voucher will be write down after the payment and confirmed booking (payment done) then will be given to guest together with room card.

* For walk in guest in the IC photocopy will be copped as ‘walk in’ and their arrival and departure date also will be noted. 

*Today’s sale almost every room is booked. Housekeeping is in charge for laundry service.

*There was a guest requesting for laundry service, the payment is RM 10. For laundry service receptionist have to print the receipt 3 copies. 1 copy will be given to guest. Another 2 copies for management purpose. In the receipt have to note the payment type (cash/credit card/online payment) and then guest name and arrival & departure date.

* If a guest had reserved a room but at the same time there is guest staying in the room means the previous guest have to check out before the new guest arrival. If the new guest had arrived, the previous guest should vacate to other room. The previous guest have to inform their departure date if they extend their stay over. If they didn’t inform the front office have to ask the guest.

* I checked out at 5.05 pm.

(Piano Exam at 3rd floor)

* BB Hotel provide free shuttle service to their guest. Guest have to inform early for shuttle service. Because it’s easy for booking. The frequent places are ST and Micron company.

* There was a guest complaint the water colour and the room shower have problem.

* Then a guest check out, I helped them to check out by giving them invoice and to have guest signature in guest registration form and give invoice with hotel envelope.

* If the guest want to change their name in the invoice then have to open cash sale folder then click more header 2 then save and close.

* The checkout process is click the room then transaction then click rooms then in cash column copy paste the total amount then save and close. Then have to choose checkout then click Yes then click No. The checkout process is done.

* There is guest who change their room.

* A guest had checkout early but want to keep their luggage at hotel. But because of their early check out, the guest can’t keep it in room so the reception (we) give a space in front office area to put it.

* Then I wrote breakfast voucher. Then make room card for upcoming check in.

* Today's lunch was 'Kurma' with white rice.

* BB Hotel also provide a taxi service for their guest, it’s chargeable.

* I checked out at sharp 5 pm.

 
(The lobby)

* A guest complaint that his security box can’t open it’s locked. He had put his things all in the box but he need to use them at the moment. So we called maintenance and inform the problem. Later the guest managed to open it. Thank God. 

* There was a guest who checked out early than their actual departure date which supposed to be 12/7. So for this case receptionist have note it in remark section in guest registration form. 

* The remark in guest registration form is very important. Each details have to be noted. For example payment done. Some guest do special request during booking like window room, big room this all should be noted.

* I’m guiding guest to Piano exam hall where the exam started on 27 June and end on 12 July.

* After login today’s departure it shows today’s check out. I help to do it for maintenance (Mr. Syafiq). I login using Front Office Id and password to give him the checked out rooms.

* After guest change room their details have to put on new file. The room key card also have to change. In the remark we have to write the room change from which room to which room and the reason.

* The updates of BB Hotel is done by reservation department. Booking.com the online reservation also under reservation department.

* A guest came for check in before 2 pm but room is not ready. So we informed the guest to wait for 15 minutes. This situation happen because yesterday all room is booked so today the housekeeping is cleaning the rooms. So it take long hours to clean all the checked out rooms.

* The bellhop duty period is 7 am to 4 pm. Each day will be one person’s off day it doesn’t matter which department. On weekends except management other staffs can’t take leave except emergency case.

* For regular guest the system already have their information so we don’t need their IC photocopy.

* A guest complaint their room was smoke smell. They request to spray their room because one of the guest is pregnant.

* I helped for check in by writing breakfast voucher.

* Each guest will be given one room key card to check in but some guest request for two room key cards. 

*  Today’s lunch is 'Mee sup' and it taste’s good. Hurmm yummy!

 
( Room system)

* I greet to Chef then greet every guest and staffs.

* Then I help for guest check out in system. There are 28 rooms to be checked out today.

* Then today the lunch was late to ready because chef had meeting with management. So I helped chef to make the food ready by putting the Tupperware lid. Today’s lunch was fish sweet sour with white rice.

* I learn to see room availability and do room reservation.

* Today also I learned to clear room key card and make cared. The first step is to clear the card then make card for guest by putting 5 nights in the column and make card. Now the card is ready to use.

* The total staffs in BB Hotel is 21.

* During guest check in, I helped to put the guest details in files.  While during check out I take the papers & registration form from the files. For credit card payment there will be two receipts one for management and one for guest.

* The outside maintenance came for surveillance camera server checking. I read today’s STAR and BH newspaper. Then I rearrange the cushions in chair and sofa.

* Any bills of any shops in the row will be given at BB Hotel. So today I sent a letter to Sushi shop. The shop is located in the end of the row.

* As previous guests check out early but put their luggage in provided place. Then the receptionist paste and paper with room number in a luggage.

* Today was last day for Piano exam. So the Piano sir will check out today evening.

* Today was a guest who make problem. She want the invoice of 18 rooms her family stay at morning. But it can’t be done by the receptionist because some of the guest do early check out while some said two rooms to be check in on 6^th July but four rooms were checked in. So it takes time to calculate all the prices according to the arrival and departure dates. But the guest didn’t understand our situation she started to shout and everyone was looking at us. Then the receptionist started to cry after the guest go. Then the management staffs all came down to handle the situation and finally all was settled. 

* When the receptionist cried because of the guest attitude, I felt so sad. At that moment I can see the variety guest attitudes in hotel industry. I also learnt that in any situation as a staff we should be calm. To avoid big issues we should just agree to whatever the guest demanding.

( Fish sweet sour _ today's lunch)

 * There was two strangers came enter the hotel room without inform the front office. As a receptionist we should take details about every visitor or guest who came to visit their guest. If any unwanted incidents happened means receptionist have to be responsible. So to avid it the receptionist take the visitors IC photocopy and the foreigner’s passport photocopy too.

* I was answering the walkie talkie to receive the information/instruction from housekeeping and the information is inform F&B staffs to take plates from 5^th floor.

* Then I gave four mineral water bottle to guest as his request. Then I refill mineral water in chiller freezer.

* Then I check out two guests. Then I clear key cards. Then in system clear rooms without using cards. Followed by make cards for the check in rooms.

* Today was quite boring. Because not much guest in hotel.

* 'Kuey teow' with fried egg and sweet potato 'kuih'. 

* I was afraid of those two strangers those enter the guest room without front office permission. I was thinking if anything happened means how, I started to worry. After the left the hotel only I felt relieve. Thank you to God.

( Front office design)

* A guest came to change room type that he had booked. So I take note and inform the receptionist. He also added that he would pay the payment which mean we can’t take payment from the guests. This would be noted as remarks in guest registration form.

* A guest came to inform his check out will be late. Then the bellhop informed the guest that the allowed late check- out should be before 1 pm. I take note it and inform the receptionist.

* I clear all cards before make room cards. Doll icon in the system shows the guests are in room. While the house icon shows the room is empty. Every time when we clear a card and make card for non working card the number of cards issued will keep increasing. I did mistake where I had clear card for guest-in room. For me it was quite confusing. But it’s not that difficult, it easy only.

* The two toilets nearby cafe is under maintenance.

* I read some books and newspaper since boring.

( The hotel system)

* As usual morning greetings to every staff. Then guest’s deposit receipt should be photocopy. As usual I read newspaper.

* I attend a call for reservation. Reservation entry then put the check-in and check-out date, room type, rate, room number and search then booking is done.

* A guest do request for fruits to put in his room. The guest is special guest and his room is booked by owner. But that guest bring another guest and request fruit for that room too. Then the bellhop inform the Chef regarding it then he send the fruits.

* Helping to do room cards number and name for 17^th July coming guest where three buses of guest coming to stay here.

*  I help to give receipt to HR madam then I go to office from 1^st floor to 5^th floor. I help to handover the receipt given by manager. Then I help to clear room after receive instruction from housekeeping.

* Today’s lunch was special than previous day. The menu is chicken curry, chicken gravy, fish cutlet and fried egg.

* Helping GDEX people to open the door. Then help guest request for phone charger and give him a charger. Then I help a guest by providing mineral waters.

* Do clear all the left room cards before guest arrival which is before 2 pm. 

* A guest came morning for check-in but due to hotel policy where the guest can check-in at 2 pm or before 2 pm. So we just finish the registration process without giving room card. Then I write breakfast voucher for check-in guest and make room card.

* In 3^rd floor an event was going until 16 July.

* A guest called and inform that he had booked room in Agoda.com but the date was incorrect. It supposed to be 21^st July. So he asked the cancel process for the booking. Because in Agoda once the booking is done it can’t be cancel by the person so the guest have to call the Agoda. If booking.com means hotel can cancel it.

* A guest request the staff to swept the hall. The day was over.

 
( Chicken curry fried egg - today's lunch)

* I had done two room check-out. I gave them invoice and check-out the rooms in system.

* A guest complain his room lock doesn’t work. He want to go out but his things are inside room. So we inform maintenance to settle the problem. So I help to send a room card to fix the problem.

* It’s my first time being in 3^rd floor and get a chance to see the room hallway and rooms from outside. I saw the hall too but not much I can see it because I was searching for the room way. So I rushed to find the maintenance in that guest room.

* Help to send parcel to office. Then a guest complaint outside his room was noisy. People are talking loudly some more his room his situated beside the hall and an event is going on.

* Call a guest to inform check-out time because the guest haven’t check-out. The guest request for 30 minutes to check-out.

* A guest complaint room door problem and maintenance was fixing it.

* A guest came to take back their things that yesterday the put in refrigerator and had mentioned their room number.

* A guest request for feedback form. Chefs and F&B having meeting with Boss. Due to meeting chef finish making food late it’s been 2 pm.

* Receive letter from Postmen. The bellhop shift changed to 8 am to 4 pm. I call maintenance because the event person request for technical help.

* Help to write breakfast voucher and make card for check-in guests. Today’s check-in is 17 rooms.

* The maintenance block a room because the room door have problem. I helped bellhop to open door for guests while he was helping maintenance.

* Then help to do manual room keys.

(Program at 3rd floor)

*  I replace the bellhop to open doors for guests. Then I wipe the table and chair outside because it was wet some more it was GM instruction. Because the PA was busy helping housekeeping so I helped them.

* Guest complaint for overcharged. The night shift receptionist didn’t check system that for the upcoming day the room is booked or not. So he just extend the guest’s stay over. But that room is booked for today. So the guest just stay one day and the charge also should be one day. So due the receptionist fault hotel should refund their money.

* Help a guest for WIFI password. The room WIFI and lobby WIFI are different. Receive letter from postmen and send it to sushi shop.

* The three bus trip in charger came before check-in time so we do room cards according to the guest name list. Then they leave by taking room cards.

* I help to keep all the registration form in boxes to send to office. The records are from January 2019 until June 2019.After their shifts receptionists have to note down in the log book the remarks such as number of rooms check in and money collected.

* A guest left his phone in room. Then the housekeeping inform receptionist then I called the guest and inform. In a while, the guest came to take their phone.

* Receive call from housekeeping to vacant clean the rooms that they done housekeeping. Some guests request for joint receipt (combine few rooms payment in one receipt) during invoice.

* A guest check-out without paying he just give the room card and left. Then we call him for conformation regarding payment. Then he came again to settle the payment.

* A guest request for hot water bottle, asking coffee shop and nearby temples.

* The three buses guest had arrived. The F&B make coffee for them they around hundred people. Since they are new to the hotel they have variety requests such as WIFI password, room card, nearby shopping malls, extra room key card and Singapore tv channel.

* It was a tiring day. After the buses came the hotel space is fully occupied. In every corner of the hotel got guests sitting and talking until their room is getting ready. The hotel get noisy. After they finished taking their tea time they all go to their rooms they only the hotel environment back to silent.

 
( Dinner Menu)

*  Then help to arrange the room files. Help maintenance to send things to 2^nd floor by trolley.

* Clear room cards for morning check in but the hotel check in is at 12 pm but due to emergency reason the guests check in early. So the receptionist inform housekeeping to clean the rooms for the guests.

*  Write breakfast voucher and make room cards and arrange room cards according to room numbers. 

* Help maintenance to call F&B staffs to help him.

* Help to receive letters and parcel from postmen. Help guest to put their luggage in provided space before they enter their room.

* Today the bellhop staff is on leave for two days.

*  A guest left his bottle in room and inform receptionist then we keep it safely.

*  Then I rearrange the sofa and cushions in chairs.

* Help to throw the garbage of front office.

*  Today there are less sales and less pressure.

(Helping maintenance to send things)

*  Arrange files. Help guest to snap pictures.

*  Do guest check out invoice and guest check out in system.

* Help maintenance to send things to his office at 2^nd floor.

*  A guest change the type of room she booked.

* Help to do preparation for tomorrow ‘Kembara Mahkota Johor 2019’ by doing room key cards according to guests name list. They booked 17 rooms.

*  Receive call from housekeeping to inform F&B to collect plates in rooms.

* Help to do room card and breakfast voucher.

* The ‘Kembara Mahkota Johor 2019’ team inform their check in is around 6pm. So after my shift over I go back.

( Hello, I'm the receptionist)

* Today less rooms are sold.

*  I do five rooms check out.

*  Receiving instructions through walkie talkie.

* Today’s lunch was 'Kuey teow' with egg fry.

* The day was superb boring!

( Interview with Madam Flora, HR)