✏️Activity:

Prepared drinks and served food to customers.

Assisted in back kitchen with simple prep tasks

✏️Process Involved:

Food and beverage preparation and serving.

✏️Equipment/Tools Used:

Coffee machine, kitchen tools.

✏️Relation to Hospitality Knowledge:

Practiced beverage service skills and back-of-house teamwork.

✏️Challenges:

Confused with different drink recipes.

✏️Solution:

Listed down recipes for easy reference.

✏️Activity:

On my first day as an intern at Hotel Tune Aeropolis, I arrived early to complete my registration and attended an orientation session with Mr. Fadhil, the F&B Manager, who explained my job scope and responsibilities.

✏️Process Involved:

Introduction session and explanation of job description.

✏️Equipment /tools:

Not applicable (briefing session).

✏️Relation to Hospitality Knowledge:

Understood the importance of first impressions, grooming, and professional behavior in food & beverage service.

✏️Challenges:

Nervous about the new environment.

✏️Solution:

Asked questions and took notes to gain confidence.

✏️Activity:

Observed cashier handling payments and issuing receipts.

Helped manage customer waiting area.

✏️Process Involved:

Cashiering process and guest area management.

✏️Equipment/Tools Used:

Cash register, receipt printer.

✏️Relation to Hospitality Knowledge:

Learned payment handling procedures and managing guest satisfaction during peak hours.

✏️Challenges:

Overwhelmed during busy periods.

✏️Solution:

Prioritized calm, polite interaction and asked for help when necessary.

✏️Activity:

Managed cleaning duties: wiped tables, cleaned beverage area, and restocked items.

Practiced greeting and interacting with customers.

✏️Process Involved:

Pre-opening duties, guest service.

✏️Equipment/Tools Used:

Cleaning cloth, sanitiser, utensils.

✏️Relation to Hospitality Knowledge:

Reinforced importance of hygiene and cleanliness in food & beverage service.

✏️Challenges:

Uncertain about proper cleaning SOP.

✏️Solution:

Asked for guidance and followed demonstration by senior staff.

✏️Activity:

Assisted taking customer orders and operating the POS system under supervision.

✏️Process Involved:

Customer order handling, POS entry,

✏️Equipment/Tools Used:

POS system, beverage tools.

✏️Relation to Hospitality Knowledge:

Applied communication and customer interaction techniques from hospitality training.

✏️Challenges:

Struggled to handle multiple orders.

✏️Solution:

Focused on completing one order accurately before moving to the next.

✏️Activity:

Observed daily operations: customer ordering, food preparation, serving procedures.

Learned how to handle basic table setting.

✏️Process Involved:

Table setup, serving workflow.

✏️Equipment/Tools Used:

Tableware, notepad.

✏️Relation to Hospitality Knowledge:

Applied knowledge of mise en place, guest welcoming, and customer service etiquette.

✏️Challenges:

Difficulty remembering table setup order.

✏️Solution:

Practiced and reviewed standard table setting guide.

• Packed breakfast sets for event.

• Arranged paper bags on table.

• Inserted bottled water, food, and cutleries.

• Checked total quantity of bags.

✏️Process Involved:

• Food packing and event preparation.

✏️Equipment Used:

• Paper bags, bottled water, plastic spoon, plastic fork, tissue.

✏️Related to hospitality knowledge:

• Applied event management and teamwork skills.

✏️Issues/Challenges:

• Limited table space.

• Last-minute arrival of items.

✏️Solution:

• Rearranged packing area.

• Divided tasks among team members.

• Studied and memorized the Citarasa Berbuka menu set.

• Identified ingredients in each menu item.

• Analyzed which items are suitable for vegetarian guests.

• Took note of the menu price and event dates.

✏️Process Involved:

• Menu study and guest service preparation.

✏️Equipment Used:

• Menu booklet, pen, notebook.

✏️Related to hospitality knowledge:

• Applied menu knowledge and guest handling skills.

• Practiced dietary requirement awareness for vegetarian guests.

✏️Issues/Challenges:

• Some menu items required ingredient clarification.

• Limited options available for vegetarian guests in the set menu.

✏️Solution:

• Confirmed with kitchen team about sambal and air asam ingredients.

• Prepared suggestions for suitable items to offer vegetarian guests.

• Observed restaurant layout for both inside and outside dining areas.

• Familiarized with table numbering and seating arrangements.

• Delivered food and drinks to the assigned tables.

✏️Process Involved:

• Table management and guest service during operation hours.

✏️Equipment Used:

• Order chit, table number tags, food trays.

✏️Related to hospitality knowledge:

• Applied table management skills and order delivery procedures.

• Practiced communication with kitchen and service team.

✏️Issues/Challenges:

• Struggled to remember table numbers while delivering orders.

• Difficult to identify which order belonged to which table due to the large number of tables inside and outside.

✏️Solution:

• Took extra time to memorize table layout before service.

• Double-checked order chits and table numbers before delivering.

• Asked team members for assistance during busy hours.

• Set up drink station for Berbuka Puasa set.

• Arranged coffee cups, glasses, and prepared four types of drinks.

• Ensured free-flow drink service started only after 6:00 PM.

• Informed guests that before 6 PM, they could only choose one drink.

✏️Process Involved:

• Beverage setup and guest service coordination for Ramadan.

✏️Equipment Used:

• Coffee cups, glass , drink dispensers, trays.

✏️Related to hospitality knowledge:

• Practiced beverage station setup and guest timing coordination.

• Applied communication skills in handling guest expectations.

✏️Issues/Challenges:

• Remembering drink policy based on time (before and after 6 PM).

• Ensuring all drink options were ready and neatly arranged.

✏️Solution:

• Set reminders to follow correct drink service timing.

• Referred to checklist and asked supervisor for confirmation when unsure.

✏️Activities:

• Refilled jam containers after breakfast service at 10 AM.

• Prepared and wrapped bread for breakfast.

• Topped up cornflakes for the next day's breakfast.

• Changed food tags for tomorrow’s breakfast.

✏️Process Involved:

• Food preparation and restocking for the next day's breakfast.

• Ensuring food quality and proper labeling.

✏️Equipment Used:

• Bread, jam, cornflakes, food wrapping materials, food tags.

✏️Related to Hospitality Knowledge:

• Applied food management and preparation skills.

• Focused on maintaining food quality and efficiency.

✏️Issues/Challenges:

• Time constraints to complete all tasks after breakfast service.

• Ensuring all food items are properly restocked and labeled.

✏️Solution:

• Streamlined the process by focusing on essential tasks first (bread wrapping, jam refilling).

• Coordinated with team members to ensure that all tasks were completed before the end of the shift.

✏️Activities:

• Placed lamps on all tables ( inside restaurant and courtyard outside)

• Turned on lamps at 7 PM.

✏️Process Involved:

• Setting up lamps to ensure proper lighting for the evening.

✏️Equipment Used:

• Lamps

✏️Related to Hospitality Knowledge:

• Applied event setup and lighting management skills.

✏️Issues/Challenges:

• Difficulty placing lamps on tables when customers are present due to shyness and being introverted.

• Overcoming the challenge of initiating conversations to complete the task.

✏️Solution:

• Pushed myself to overcome shyness by focusing on the task and working through my introverted tendencies.

• Ignored my discomfort to ensure smooth operation and customer satisfaction.

✏️Activities:

• Washed all tablecloths after the buffet breakfast.

• Set washing machine to the correct washing time.

• Managed the drying process and set time accordingly.

• Ironed all tablecloths alone, taking approximately 2 hours to finish.

✏️Process Involved:

• Washing, drying, and ironing the tablecloths after the buffet.

• Managing time and resources to ensure everything was done efficiently.

✏️Equipment Used:

• Washing machine.

• Iron.

• Tablecloths.

✏️Related to Hospitality Knowledge:

• Time management and multitasking skills.

• Handling equipment (washing machine and iron) under pressure.

✏️Challenges:

• Had to manage everything alone since others were focused on restaurant duties.

• Time-consuming task, especially the ironing process, which took almost 2 hours to finish.

✏️Solution:

• Organized tasks and managed time effectively to finish ironing and washing without delay.

• Focused on prioritizing tasks and multitasking.

✏️Activities:

• Memorized menu items and prices.

• Learned key ingredients for each dish.

• Prepared to answer customer queries about spiciness, vegetarian options, and types of fish.

✏️Equipment:

• Menu (for referencing prices and dishes).

• Knowledge of dish ingredients and dietary restrictions (vegetarian, spice levels).

• Communication skills (to answer guest queries).

✏️Related to hospitality knowledge:

• Menu knowledge and food ingredients.

• Handling customer questions regarding food allergies and preferences.

• Understanding spice levels and vegetarian options.

✏️Issues/Challenges:

• Customers may ask about the spice level in the Ikan Asam Pedas.

• Some customers may ask about the type of fish used in Ikan Asam Pedas.

• Need to recall ingredients quickly if a guest has dietary restrictions (e.g., vegetarian).

✏️Solution:

• Memorized all ingredients and key details for customer inquiries.

• Prepared to answer questions about spice levels and vegetarian options confidently.

• Pull TV to center at 5 PM.

• Connect extension and turn on TV.

• Move TV back to the right place at 10:30 PM.

✏️Process Involved:

• Setting up TV for evening shift.

✏️Equipment Used:

• TV, extension cord.

✏️Related to hospitality knowledge:

• Organization and shift management skills.

✏️Issues/Challenges:

• Ensuring timely setup and takedown.

✏️Solution:

• Clear schedule for TV setup and breakdown.

• Refilled Sterno cans after heating coffee urn for buffet breakfast.

• Prepared Sterno for the next day’s buffet breakfast.

✏️Process Involved:

• Ensured Sterno was refilled correctly and was ready for use.

• Scraped out remaining Sterno using a spoon before refilling.

• Wore gloves for safety due to the hazardous nature of the fuel.

✏️Equipment Used:

• Sterno fuel cans, safety gloves, spoon for scraping.

✏️Related to hospitality knowledge:

• Applied knowledge of event preparation and foodservice logistics.

• Safety protocols for handling hazardous materials.

✏️Issues/Challenges:

• The strong smell of Sterno fuel is overwhelming.

• Need to handle fuel carefully with gloves and spoon to avoid direct contact.

✏️Solution:

• Refilled Sterno well ahead of time to minimize exposure to fumes.

• Used a spoon and gloves to safely handle the material.

• Organized the space to minimize the smell during refilling.

• Wiped all knives, forks, and spoons after closing the buffet breakfast.

• Prepared and topped up for lunch at 11 am.

• Separated cutlery (forks and spoons) before placing them in hot water.

• After placing them in hot water, used a towel to clean the surface and handles of the utensils thoroughly.

✏️Process Involved:

• Cleaning and preparing cutlery for the next meal service.

✏️Equipment Used:

• Hot water, towel, cutlery (forks, spoons, knives).

✏️Related to hospitality knowledge:

• Applied cleaning techniques and preparation skills for meal service.

✏️Issues/Challenges:

• Need to ensure all cutlery is separated and cleaned properly before the next service.

✏️Solution:

• Separated cutlery before washing, used a towel to wipe and ensure cleanliness.

✏️Activities:

• Topped up the milk for coffee preparation.

• Checked the cabinet regularly to ensure enough milk was available.

• If milk was unavailable in the cabinet, went to the store to fetch more.

• Brought the milk to the restaurant and arranged it neatly in the cabinet.

✏️Process Involved:

• Stock management and ensuring availability of ingredients for coffee.

✏️Equipment Used:

• Milk cartons, store inventory.

✏️Related to hospitality knowledge:

• Applied inventory control and product organization skills.

✏️Issues/Challenges:

• Had to carry heavy boxes and walk a long distance while pushing the door to bring the milk back to the restaurant.

✏️Solution:

• Managed to carry the boxes carefully and brought them back, ensuring milk was stocked properly.

✏️Activities:

• Washed and dried all tablecloths after buffet breakfast.

• Set the washing machine to the correct cycle.

✏️Process Involved:

• Washing, drying, and ironing the tablecloths after the buffet.

• Managed time and equipment for efficiency.

✏️Equipment Used:

• Washing machine.

• Iron.

• Tablecloths.

✏️Related to Hospitality Knowledge:

• Time management and multitasking.

• Handling equipment under pressure.

✏️Challenges:

• Managed everything alone, as others were focused on restaurant duties.

✏️Solution:

• Organized tasks well to finish ironing and washing on time.

✏️Activities:

• Wipe clean plates, breakfast plates, and bowls with a towel after buffet breakfast.

• Stack the clean plates neatly.

  
  

✏️Process Involved:
Cleaning and organizing plates after event closure.

✏️Equipment Used:

• Clean towel

• Plates and bowls

  
  

✏️Related to hospitality knowledge:
Attention to detail and organization.

✏️Issues/Challenges:
Ensuring all plates are wiped clean and properly stacked.

✏️Solution:
Organize the workspace and focus on one task at a time.

✏️Activities:

• Worked on the first day of Raya at the restaurant, which remained open for the celebration.

• Took team pictures together to capture the moment.

• Coordinated with team members to ensure smooth operations during the busy day.

• Provided support in the kitchen and service areas.

• Delivered excellent customer service, ensuring guests had a memorable Raya experience.

✏️Process Involved:

• Restaurant operations and event preparation during a holiday.

• Team collaboration for effective task division and support.

• Managing customer orders and ensuring timely delivery.

✏️Equipment Used:

• Kitchen tools and utensils.

• Service trays, menus, and promotional items.

✏️Related to Hospitality Knowledge:

• Applied event management and customer service skills during a busy festive period.

• Teamwork and communication to ensure smooth operations.

✏️Issues/Challenges:

• High customer volume due to the holiday.

• Coordination with staff for timely food preparation and service.

• Maintaining service quality while managing large crowds.

✏️Solution:

• Delegated tasks among team members to improve efficiency.

• Prioritized customer needs and ensured quality service even with increased demands.

• Cleaned and wiped down the tables and floor.

• Prepared and arranged tissue, cutlery, and menu on the table for staff to easily access.

• Set up the area for easy use during customer orders.

✏️Process Involved:

• Cleaning, organizing, and setting up for smooth service during the event.

✏️Equipment Used:

• Cleaning supplies (for wiping tables and floor).

• Tissue, cutlery, menu.

✏️Related to Hospitality Knowledge:

• Applied event setup and organization skills.

• Ensured everything was in place for staff ease of access.

✏️Issues/Challenges:

• Limited space to arrange everything.

• Had to make sure everything was available for staff despite the last-minute setup.

✏️Solution:

• Organized the setup based on available space.

• Prepared the area in advance for the staff to quickly grab what was needed.

✏️Activities:

• Check voucher expiry date.

• Ask guest for drink choice: latte, cappuccino, long black, or iced lemon tea.

• Ask if they want it hot or iced, dining or takeaway, and if they want sugar.

✏️Process Involved:

• Voucher verification and drink selection.

✏️Equipment Used:

• Voucher, coffee machine, sugar packets.

✏️Related to Hospitality Knowledge:

• Customer service and communication.

✏️Issues/Challenges:

• Guests forgetting expiry date or drink options.

✏️Solution:

• Verify voucher first, then confirm drink details clearly.

✏️Activities:

• Pack all chef tools, dishes, and trays into the box.

• Wipe the dirty tablecloth clean.

✏️Process Involved:

• Organizing and packing dishes and equipment.

• Cleaning the tablecloth thoroughly.

✏️Equipment Used:

• Dishes, trays, chef tools

• Cleaning cloth, cleaner

✏️Related to Hospitality Knowledge:

• Organization and cleanliness are essential.

✏️Issues/Challenges:

• Items might get misplaced or mixed up while packing.

✏️Solution:

• Double-check everything is packed properly and the table is cleaned thoroughly.

Apply medical leave for two day because of vomiting and diarrhea

• Learned to steam milk for lattes and cappuccinos.

• Prepared espresso shots and combined with steamed milk for latte and cappuccino.

• Followed correct steps to ensure proper texture and temperature for milk.

• Memorized the differences in texture and milk frothing techniques for various drinks.

✏️Process Involved:

• Steaming milk to create microfoam for latte and cappuccino.

• Brewing espresso shots and combining with milk.

✏️Equipment Used:

• Espresso machine.

• Steam wand.

• Milk frothing jug.

✏️Related to Hospitality Knowledge:

• Developed skills in coffee preparation.

• Applied attention to detail for consistency in quality.

✏️Issues/Challenges:

• Ensuring milk froth consistency for different drinks.

• Balancing steam temperature with coffee preparation time.

✏️Solution:

• Repeated practice to perfect frothing technique.

• Adjusted steam pressure for optimal results in different drinks.

✏️Activities:

• Used tongs to pick fruit for juicing.

• Measured the right amount of fruit to avoid excess juice.

• Peeled fruit before juicing (especially watermelon and orange).

• Replaced old fruit with fresh fruit as needed.

• Labeled fresh fruit batches.

✏️Process Involved:

• Juice preparation and fruit management.

• Ensured proper fruit freshness for quality juice.

✏️Equipment Used:

• Tongs, fruit (watermelon and orange), juicer, labels.

✏️Related to hospitality knowledge:

• Applied fruit handling and juicing techniques.

• Emphasized hygiene and freshness for quality service.

✏️Issues/Challenges:

• Fruit going bad quickly.

• Limited workspace for preparing multiple juice batches.

✏️Solution:

• Regularly checked and replaced fruit for freshness.

• Organized workspace efficiently and divided tasks (e.g., one person peeling, another measuring).

• Ground coffee for espresso shots.

• Measured correct amount for single/double shots.

• Adjusted grind size for flavor.

• Tamped grounds evenly.

• Brewed shots using espresso machine.

✏️Process Involved:

• Ensured right grind and dose for accurate shots.

• Monitored extraction time for quality.

• Maintained equipment cleanliness.

✏️Equipment Used:

• Coffee grinder, espresso machine, portafilter, tamper.

✏️Related to Hospitality Knowledge:

• Applied barista skills for consistent, high-quality espresso.

• Focused on precision, hygiene, and maintenance.

✏️Challenges:

• Ensuring accurate grind and dose.

• Adjusting grinder settings for consistency.

✏️Solution:

• Regularly checked grind size and shot time.

• Kept workspace organized and equipment clean.

✏️Activities:

• Collected dirty dishes from buffet.

• Washed dishes using hot water and soap.

• Rinsed dishes thoroughly.

• Dried dishes with a clean towel.

• Stored clean dishes back in boxes.

✏️Process Involved:

• Ensured all dishes were properly washed and sanitized.

• Checked for any food residues or stains.

• Kept workspace clean and organized.

✏️Equipment Used:

• Dish soap, hot water, towels, storage boxes.

✏️Related to Hospitality Knowledge:

• Applied attention to detail for cleanliness.

• Focused on efficiency and hygiene.

✏️Challenges:

• Ensuring all dishes are thoroughly cleaned.

• Drying without leaving water spots.

✏️Solution:

• Regularly checked dishes before storing.

• Used proper drying techniques for spotless results.

✏️Activities:

• Collect dirty dishes from the buffet

• Wash dishes using hot water and soap.

• Rinse dishes thoroughly to remove any soap residue.

• Dry dishes with a clean towel.

• Store clean dishes back in storage boxes.

✏️Process Involved:

• Ensure all dishes are washed and sanitized.

• Check for food residues or stains.

• Keep the workspace clean and organized.

✏️Equipment Used:

• Dish soap, hot water, towels, storage boxes.

✏️Related Hospitality Knowledge:

• Focus on cleanliness and efficiency.

• Attention to detail in ensuring no food residues are left.

✏️Challenges:

• Ensuring all dishes are thoroughly cleaned.

• Drying dishes without leaving water spots.

✏️Solution:

• Regularly check dishes before storing.

• Use proper drying techniques for spotless results.

• Check which lamps have been charged overnight.

• Unplug fully charged lamps and set them aside.

• Plug in the lamps that need charging.

• Organize the workspace to avoid clutter.

• Ensure all lamps are charged before the shift starts.

✏️Process Involved:

• Inspect lamps for charging status.

• Switch between lamps that need charging and those fully charged.

• Ensure all charging cables are properly connected.

✏️Equipment Used:

• Charging cables

• Power strips

• Lamps with battery compartments

✏️Related Hospitality Knowledge:

• Efficient time management for task transitions.

• Ensuring proper usage and maintenance of equipment.

✏️Challenges:

• Keeping track of which lamps have been charged and which still need it.

• Ensuring all lamps are ready for use during peak hours.

✏️Solution:

• Set a schedule or timer to track charging status.

• Use clear labeling or an organizing method for charged/uncharged lamps.

✏️Activities:

• Check stock levels.

• Remove expired or empty items.

• Refill fridge with new stock.

• Align labels outward.

✏️Process:

• Inspect stock.

• Sort drinks by type.

• Rotate stock (older in front).

• Ensure even distribution.

✏️Equipment:

• New stock of drinks.

• Organizing trays (optional).

✏️Challenges:

• Stock levels.

• Keeping fridge tidy.

✏️Solutions:

• Use FIFO (First In, First Out).

• Schedule regular organizing sessions.

• Label products clearly.

• Press the correct button for the coffee type (single/double shot).

• Clean the portafilter after each use.

• Steam milk for drinks like lattes or cappuccinos.

✏️Process:

• Brew espresso (single or double shot).

• For long black, add hot water to double espresso.

• Serve in the appropriate cup.

✏️Equipment:

• Espresso machine

• Grinder

• Milk steamer (if needed)

✏️Challenges:

• Ensuring consistency in each shot.

• Keeping the machine and tools clean.

✏️Solutions:

• Regularly calibrate the grinder.

• Set a cleaning schedule for the equipment.

• Set up the event space with decorations.

• Coordinate with the restaurant to ensure timely food delivery.

• Serve food and drinks to guests.

• Guide guests and keep the event flowing smoothly.

✏️Process:

• Decorate the venue and arrange food stations.

• Serve food and drinks when needed.

• Announce the schedule and engage guests.

✏️Equipment:

• Decorations, chairs, tables, and serving trays.

• Buffet stations, cutlery, and serving spoons.

• Audio equipment for announcements.

✏️Challenges:

• Making sure there’s enough food for everyone.

• Handling large crowds efficiently.

✏️Solutions:

• Communicate with the restaurant to estimate food quantities.

• Set up multiple food stations to avoid crowding.

At 2:15 pm

• Cleared used plates and cups from previous staff meal.

• Prepared the area for the evening shift by setting up new tables.

• Wiped all tables and ensured they were dry and clean.

• Swept the floor to remove any debris.

✏️Process Involved:

• Cleaning and setting up the dining area for the evening shift.

• Ensuring the space was ready for new guests.

✏️Equipment Used:

• Plates, cups, cleaning cloths, broom, dustpan.

✏️Related to Hospitality Knowledge:

• Applied cleaning and maintenance skills.

• Ensured a clean and welcoming environment for the evening shift.

✏️Issues/Challenges:

• Limited space to clean and set up.

• Time constraint due to the need for quick preparation before the evening service.

✏️Solution:

• Efficiently moved items to optimize space.

• Divided the cleaning tasks among team members to speed up the process.

✏️Activities:

• Asked guests for feedback on the breakfast service.

• Encouraged guests to leave a review about the food and experience.

• Provided a QR code or link for easy review submission.

✏️Process Involved:

• Directly engaging with guests after breakfast.

• Asking if they were satisfied with the breakfast quality, service, and overall experience.

✏️Equipment Used:

• QR code or review link to make the process easier for guests.

✏️Related to Hospitality Knowledge:

• Applied communication and customer service skills to approach guests effectively.

• Focused on gathering constructive feedback for service improvement.

✏️Issues/Challenges:

• Some guests were hesitant to leave a review.

• Timing: Asking for feedback when guests are finishing or after they’ve left the area.

✏️Solution:

• Polite reminders during breakfast about the importance of their review.

• Made the review process as easy and quick as possible with a QR code or simple link.

• Researched Teh Tarik's origin and preparation method.

• Prepared Teh Tarik for the team.

• Demonstrated the "pulling" technique during the briefing.

✏️Process Involved:

• Brewed strong black tea and added condensed milk.

• Used the "pulling" technique to create froth.

✏️Equipment Used:

• Black tea, condensed milk, hot water, two containers.

✏️Related to Hospitality Knowledge:

• Learned about the importance of Teh Tarik in Malaysian culture.

• Applied beverage-making skills.

✏️Issues/Challenges:

• Mastering the "pulling" technique.

• Ensuring the correct froth and sweetness.

✏️Solution:

• Practiced the technique before the briefing.

• Adjusted the sweetness based on feedback.

• Washed used plates, glasses, and utensils.

• Cleaned serving trays, tongs, and kitchen tools.

• Rinsed and dried cups and glasses for reuse.

• Organized the dishwashing area and restocked supplies.

• Sanitized cutting boards and other food prep items.

✏️Equipment Used:

• Dishwashing detergent, sponges, drying racks, gloves.

✏️Related to Hospitality Knowledge:

• Food safety and hygiene, kitchen organization.

✏️Challenges:

• High volume of dishes during busy periods.

✏️Solution:

• Worked efficiently to avoid a backlog and ensured proper sanitation.

• Checked and recorded temperatures for chiller, cake chiller, and chest freezer.

• Updated the beer barrel readings for Tiger and Guinness in the group.

✏️Equipment Used:

• Thermometers, Chiller, Cake Chiller, Chest Freezer, Beer Barrels.

✏️Related to Hospitality Knowledge:

• Temperature control for food safety, equipment maintenance, inventory management, and communication within the team.

✏️Challenges:

• Maintaining accurate temperature records for multiple equipment.

• Ensuring the beer barrels (Tiger and Guinness) are checked and updated in the group chat on time.

✏️Solution:

• Took regular temperature readings at specified times.

• Updated the group promptly with the latest information on beer barrel status and equipment temperatures.

✏️Activities:

• After clearing plates, asked guests to scan a QR code to provide feedback on their breakfast experience.

✏️Equipment Used:

• QR Scanner, Feedback Forms (if QR codes aren't used).

✏️Related to Hospitality Knowledge:

• Guest feedback collection, customer service, improvement of services.

✏️Challenges:

• Encouraging guests to leave feedback.

✏️Solution:

• Politely asked guests to provide feedback and reassured them that it would only take a minute.

✏️Related to Hospitality Knowledge:

• Food replenishment, customer service, inventory management.

✏️Challenges:

• Ensuring food is replenished quickly without overstocking.

✏️Solution:

• Regularly checked food levels and communicated with the kitchen for timely replenishment.

• Checked and replaced the Sterno if it was no longer working.

• Adjusted the flame to keep coffee and tea warm.

• Monitored the urns to ensure beverages stayed at the right temperature.

✏️Equipment Used:

• Sterno, Coffee Urn, Lighter, Gloves.

✏️Challenges:

• Ensuring consistent heat during service.

✏️Solution:

• Regularly checked and replaced Sterno, adjusted flame as needed.

• Regularly cleared empty plates, glasses, and utensils from guest tables, ensuring a tidy dining area.

✏️Equipment Used:

• Tray/Plate Carriers, Cleaning Cloths, Napkins.

✏️Related to Hospitality Knowledge:

• Table management, cleanliness, customer service.

✏️Challenges:

• High guest volume causing delays in clearing plates.

✏️Solution:

• Worked with a team to clear tables faster and maintain cleanliness during busy periods.

✏️Activities:

• Watered all plants and flowers in the restaurant according to the prescribed measurements.

• Ensured each plant received the correct amount of water to maintain its health and appearance.

✏️Equipment Used:

• Watering cans, measuring jug, and water.

✏️Related to Hospitality Knowledge:

• Proper plant care, maintaining a welcoming environment, and customer service.

✏️Challenges:

• Ensuring that the plants are watered appropriately without over or under-watering.

• Managing the time needed to water all plants during busy hours.

✏️Solution:

• Followed the recommended watering guidelines for each type of plant.

• Scheduled watering during off-peak hours to maintain the atmosphere without disrupting service.

• Set up staff meal for dinner.

✏️Equipment Used:

• Serving trays, plates, utensils.

✏️Related to Hospitality Knowledge:

• Meal preparation, time management, team coordination.

✏️Challenges:

• Ensuring meal is ready on time and meets dietary needs.

✏️Solution:

• Pre-prepared ingredients and set reminders to ensure timely meal preparation.

• Cleaned restaurant at 10:30 and staff room at 9 PM.

✏️Equipment Used:

• Cleaning supplies, mop, bucket.

✏️Related to Hospitality Knowledge:

• Hygiene standards, cleanliness, sanitation.

✏️Challenges:

• Ensuring thorough cleaning without interrupting the shift.

✏️Solution:

• Cleaned areas that were less busy and scheduled tasks during breaks.

• Took out the TV at 5 PM.

✏️Equipment Used:

• TV, remote control, power cable.

✏️Related to Hospitality Knowledge:

• Customer experience, entertainment setup.

✏️Challenges:

• Ensuring the TV is set up and operational by the required time.

✏️Solution:

• Checked cables and functionality in advance to avoid delays.

• Placed lamps on every table at 7 PM.

✏️Equipment Used:

• Lamps, power extension cords.

✏️Related to Hospitality Knowledge:

• Ambiance setting, customer experience.

✏️Challenges:

• Setting up lamps quickly without disturbing guests.

✏️Solution:

• Scheduled lamp placement during quieter periods and tested them for brightness.

• Set up for breakfast at 8 PM.

✏️Equipment Used:

• Plates, cups, cutlery, serving trays, breakfast items.

✏️Related to Hospitality Knowledge:

• Meal preparation, time management, breakfast service.

✏️Challenges:

• Organizing everything for the next day without disrupting the evening operations.

✏️Solution:

• Prepared breakfast items ahead of time and stored them properly.

✏️Activities:

• Made last call at 10:30 PM.

✏️Equipment Used:

• Announcer or communication system.

✏️Related to Hospitality Knowledge:

• Customer service, time management, closing procedures.

✏️Challenges:

• Ensuring guests are notified about the last call without rushing them.

✏️Solution:

• Gave reminders ahead of time and ensured smooth communication.

• Set up a new breakfast station with additional table to accommodate more items for the students.

• Ensure that all items are properly displayed and ready for service.

✏️Equipment Used:

• Plates, spoons, tongs, baskets, serving trays, additional table.

• Serving utensils (scoops, tongs).

✏️Related to Hospitality Knowledge:

• Menu presentation, food hygiene, customer service.

✏️Challenges:

• Ensuring the new table setup is organized and doesn’t clutter the space.

• Keeping the new menu items fresh and properly displayed.

✏️Solution:

• Used the additional table to spread out the new items.

• Organized items into clear sections (e.g., bread, condiments, hot items) for easy access.

• Kept the area clean and regularly checked that everything was replenished as needed.

• Washed coffee equipment, beer mats, and juice machines.

✏️Equipment Used:

• Cleaning, scrubbers, cloths.

✏️Related to Hospitality Knowledge:

• Equipment maintenance, hygiene standards, food safety.

✏️Challenges:

• Cleaning equipment thoroughly in a short time.

✏️Solution:

• Prioritized equipment by frequency of use and cleaned in batches.

✏️Activities:

• Took pictures of the area and sent them to the group for proof of closing

✏️Equipment Used:

• Camera, phone.

✏️Related to Hospitality Knowledge:

• Documentation, team communication.

✏️Challenges:

• Ensuring pictures are clear and accurately represent the space.

✏️Solution:

• Took pictures from multiple angles and ensured good lighting.

✏️Activities:

• Cover all breakfast equipment and chef dishes with cloths and trash bags.

• Announce last call at 10:00 PM for restaurant closure.

• Secure all items before pest control.

✏️Equipment Used:

• Cloths, trash bags, plastic covers, tongs, food tags.

✏️Related to Hospitality Knowledge:

• Food hygiene, pest control, restaurant operations.

✏️Challenges:

• Ensuring items are sealed properly for pest control.

• Closing on time without disrupting guests.

✏️Solution:

• Assigned staff to cover equipment quickly.

• Managed last call to allow pest control to proceed.

✏️Activity: I observed the cashier handling payments and issuing receipts, and I helped manage the customer waiting area.

✏️Process Involved: Cashiering process and guest area management.

✏️Equipment/Tools Used: Cash register, receipt printer.

✏️Relation to Hospitality Knowledge: I learned about payment handling procedures and managing guest satisfaction during busy periods.

✏️Challenges: I felt overwhelmed during busy periods.

✏️Solution: I prioritized staying calm and polite, asking for help when necessary.

✏️Process Involved: Checked the charging status of lamps, switched between lamps, and ensured proper charging.

✏️Equipment/Tools Used: Charging cables, power strips, lamps.

✏️Relation to Hospitality Knowledge: Applied time management for task transitions and equipment maintenance.

✏️Challenges: Keeping track of which lamps had been charged and which needed it.

✏️Solution: I set a schedule to track the charging status and used clear labeling to manage the charged and uncharged lamps.

✏️Activity: Asked guests for feedback after breakfast and provided QR code for reviews

✏️Equipment/Tools Used: QR code.

✏️Challenges: Guests hesitant to leave reviews.

✏️Solution: Politely reminded and made review mprocess easy.

Checked stock levels, removed expired items, and refilled the fridge.

✏️Equipment/Tools Used: New stock of drinks, organizing trays.

✏️Challenges: Keeping fridge tidy and maintaining stock.

✏️Solution: Used FIFO method and scheduled regular organizing sessions.

✏️Activity: I repeated the same process of cleaning and storing dirty dishes from the buffet.

✏️Process Involved: Dishwashing, ensuring no food residues or stains were left on dishes.

✏️Equipment/Tools Used: Dish soap, hot water, towels, storage boxes.

✏️Relation to Hospitality Knowledge: Emphasized cleanliness and efficiency.

✏️Challenges: Ensuring dishes were thoroughly cleaned and dried without spots.

✏️Solution: I checked dishes regularly and used proper drying techniques.

✏️Process Involved: Order taking, communication with staff, and tracking kitchen orders.

✏️Equipment/Tools Used: Order note book , POS system.

✏️Challenges: Ensuring all orders were accurately communicated and tracked.

✏️Solution: Verified each order with the customer and the staff before sending it to the kitchen.

✏️Activity: Collected food from the kitchen when the bell rang, checked the order for accuracy, and delivered the meal to the correct table.

✏️Process Involved: Order collection, verifying orders, and food delivery.

✏️Equipment/Tools Used: Serving trays, order chits.

✏️Challenges: Ensuring the correct dish was given to the right customer.

✏️Solution: Double-checked order details on the chits and confirmed the meal with kitchen staff before serving.

✏️Activity: Delivered drinks to customers, ensuring timely service while checking if they needed refills.

✏️Process Involved: Drink delivery and customer interaction.

✏️Equipment/Tools Used: Drink trays, glasses, beverage orders.

✏️Challenges: Managing multiple drink orders during busy periods.

• Solution: Prioritized drink orders based on customer requests and checked regularly for refills.

✏️Process Involved: Preparing the restaurant for a busking event, including setting up signage and organizing the dining area to accommodate additional guests.

✏️Equipment/Tools Used: Signboard, chalk, or printed posters.

✏️Challenges: Ensuring the signboard is visible and accurately communicates the event timing.

✏️Solution: Positioned the signboard at the entrance and made sure it was clearly visible from a distance.

✏️Activity: Assisted in managing the dessert station by preparing desserts and ensuring that they were plated and served attractively.

✏️Process Involved: Dessert preparation, plating, and presentation.

✏️Equipment/Tools Used: Plates, dessert trays, garnishes.

✏️Challenges: Ensuring desserts were served at the right temperature and maintaining presentation standards.

✏️Solution: Worked in coordination with the kitchen team to time the preparation and plating process perfectly.

✏️Equipment/Tools Used: Thermometers, chest freezer, beer barrels

✏️Challenges: Maintaining accurate temperature records.

✏️Solution: Regular temperature checks and updated team promptly.

✏️Activity: Refilled jam containers after breakfast, prepared bread, and topped up cornflakes for the next day's breakfast service.

✏️Process Involved: Stock replenishment and food prep for breakfast.

✏️Equipment/Tools Used: Jam containers, bread, cornflakes, food wrapping materials.

✏️Challenges: Time constraints.

✏️Solution: Streamlined food prep by prioritizing key tasks and coordinating with teammates.

✏️Activity: Verified vouchers, took drink orders from guests, and ensured proper service (hot/cold, dining/takeaway).

✏️Process Involved: Guest interaction and voucher validation.

✏️Equipment/Tools Used: Voucher, coffee machine, sugar packets.

✏️Challenges: Managing guest drink preferences.

✏️Solution: Double-checked voucher details and confirmed drink orders.

✏️Activity: Picked fruit for juicing, replaced old fruit with fresh fruit batches.

✏️Process Involved: Fruit selection, juicing preparation.

✏️Equipment/Tools Used: Tongs, juicer, fruit.

✏️Challenges: Ensuring fruit freshness.

✏️Solution: Replaced fruit regularly and managed juicing space.

• Arranged sugar packets and spoons.

• Stacked cups and lids.

• Checked inventory.

✏️Process:

• Organized coffee station for easy access.

• Ensured cleanliness and order.

✏️Equipment:

• Sugar packets, spoons, paper cups, trays, napkins.

✏️Hospitality Knowledge:

• Applied organization and customer service skills.

✏️Challenges:

• Limited counter space.

• Frequent supply replenishment.

✏️Solution:

• Reorganized layout.

• Delegated tasks for stock management

• Senior staff trained interns on making the three new seasonal drinks.

• Demonstrated preparation techniques for each drink.

• Reviewed the correct measurements and ingredients for each drink.

• Monitored interns’ drink preparation to ensure accuracy.

✏️Process:

• Senior staff followed the manager’s instructions on the drink recipes.

• Interns practiced making the drinks under senior staff supervision.

• Checked the quality and consistency of each drink made by the interns.

✏️Equipment Used:

• shakers, strainers, glasses, cups, and garnishing tools.

• Ingredients specific to each seasonal drink (fruits, syrups, etc.).

✏️Related to Hospitality Knowledge:

• Maintained quality and consistency in preparing drinks.

• Utilized team coordination between senior staff and interns for efficient training.

✏️Challenges:

• Ensuring interns understand the correct proportions of ingredients.

• Managing the learning curve of new interns under time pressure.

✏️Solution:

• Senior staff provided clear instructions and hands-on practice.

• Allowed interns to make drinks in batches to get more practice while being supervised.

✏️Activities:

• Senior staff assigned task to count all plates and cups.

• Sorted out damaged items from usable plates and cups.

• Counted and sorted cutlery (spoons, forks, knives).

✏️Process:

• Counted total number of plates, cups, and cutlery to ensure inventory.

• Checked for damage on each item (e.g., cracks, chips, rust).

• Separated damaged items from the usable ones for replacement.

✏️Equipment Used:

• Plates, cups, cutlery (spoons, forks, knives).

• Storage containers or trays for sorting.

• Inventory sheets to keep track of the count.

✏️Related to Hospitality Knowledge:

• Ensured proper inventory management for smooth service.

• Maintained cleanliness and quality control on dining equipment.

✏️Challenges:

• Time management during busy hours to count and sort items.

• Ensuring all damaged items are identified and removed promptly.

✏️Solution:

• Assigned the task to multiple interns for efficiency.

• Used designated areas to sort and organize items for easy replacement.

• Assist in preparing the new drink for customers.

• Set up and maintain the promotional station.

• Suggest the new drink to customers and serve it.

• Monitor stock of ingredients.

✏️Process:

• Actively promote the drink to customers.

• Ensure the drink is always available for ordering.

• Gather customer feedback on the new drink.

✏️Equipment/Tools:

• POS system for orders.

• Drink preparation tools (blenders, glasses).

• Promotional materials (signage, flyers).

✏️Related to Hospitality Knowledge:

• Product knowledge and customer engagement.

• Quality control for consistent drink preparation.

✏️Challenges:

• Customer hesitation to try the new drink.

• High turnover of orders.

✏️Solution:

• Offer small discounts or loyalty points for trying the drink.

• Create a visually appealing display to attract attention.

• Prepared drinks at the bar.

• Served drinks to customers on the floor.

• Took drink orders and suggested specials.

• Restocked the bar and cleaned glassware.

• Promoted new seasonal drinks.

• Assisted in setting up bar stations.

✏️Process Involved:

• Drink preparation and serving.

• Customer interaction and upselling.

• Bar inventory management.

• Maintaining a clean bar and floor area.

✏️Equipment Used:

• Glassware, cocktail shakers, POS system.

• Bar inventory sheets, cleaning supplies.

✏️Related to Hospitality Knowledge:

• Bar service and customer interaction.

• Inventory control and upselling skills.

✏️Challenges:

• High demand during busy hours.

• Ensuring quick and efficient service.

✏️Solution:

• Prioritized orders and tasks.

• Improved communication with team members.

✏️Activities:

• Set up tables and drink stations.

• Served drinks and cleared glasses.

• Assisted with drink promotions.

• Helped with customer payments at the bar.

✏️Process Involved:

• Setting up and maintaining the bar.

• Engaging with customers for drink recommendations.

✏️Equipment Used:

• POS system, drink menus, bar tools.

✏️Related to Hospitality Knowledge:

• Customer service and drink knowledge.

✏️Challenges:

• Balancing multiple orders during busy times.

• Managing bar space and cleanliness.

Solution:

• Efficiently prioritized tasks during rush periods.

• Maintained organized and clean bar areas.

• Mixed drinks and cocktails.

• Served drinks and handled payments.

• Promoted seasonal drink specials.

• Assisted in clearing empty glasses.

✏️Process Involved:

• Drink mixing and customer service.

• Managing orders and payments.

✏️Equipment Used:

• Bar tools, POS system.

✏️Related to Hospitality Knowledge:

• Drink preparation and upselling.

✏️Challenges:

• Managing large orders in a short time.

• Delay in service during high customer volume.

✏️Solution:

• Used order management systems.

• Worked closely with senior staff for faster service.

✏️Activities:

• Set up plates and cutlery for breakfast, tea break, lunch, and afternoon break.

✏️Process:

• Arranged plates, spoons, forks, and napkins at the meeting room (AA Lounge).

✏️Equipment:

• Plates, cutlery (spoons, forks), napkins.

✏️Hospitality Skills:

• Event setup, attention to detail.

✏️Challenges:

• Limited table space.

✏️Solution:

• Rearranged setup to maximize space

✏️Activities:

• Set up dining tables, including placement of cutlery, glasses, and napkins.

• Ensure the tablecloths are clean and free of wrinkles.

• Check lighting and music settings.

✏️Process Involved:

• Preparing a welcoming and clean environment for customers.

✏️Equipment Used:

• Tablecloths, cutlery, glasses, napkins, cleaning supplies.

✏️Related to Hospitality Knowledge:

• Restaurant setup and attention to detail.

✏️Issues/Challenges:

• Last-minute reservations leading to a change in table setup.

✏️Solution:

• Stay flexible with the seating arrangement and quickly rearrange tables as needed.

• Greet guests with a warm welcome as they enter the restaurant.

• Ask for their reservation name or direct them to the waiting area if no reservation is made.

✏️Process Involved:

• Customer service and first impressions.

✏️Equipment Used:

• Reservation book, waiting area seating.

✏️Related to Hospitality Knowledge:

• Communication and interpersonal skills.

✏️Issues/Challenges:

• Guests arriving before the scheduled reservation time.

✏️Solution:

• Manage the waiting area efficiently by offering drinks and ensuring comfort until their table is ready.

✏️Activities:

• Escort guests to their table.

• Pull out chairs for guests and allow them to sit.

✏️Process Involved:

• Proper seating and ensuring guests feel comfortable.

✏️Equipment Used:

• Chairs, menus.

✏️Related to Hospitality Knowledge:

• Hospitality etiquette and guest comfort.

✏️Issues/Challenges:

• Unavailability of requested seating (e.g., window view).

✏️Solution:

• Politely explain the situation and offer alternatives, such as an upgraded table or wait for the requested one to become available.

• Provide menus to guests and point out the day's specials or recommended dishes.

• Offer assistance if guests have questions about the menu.

✏️Process Involved:

• Menu introduction and providing information.

✏️Equipment Used:

• Menus, specials card.

✏️Related to Hospitality Knowledge:

• Menu knowledge and product recommendation skills.

✏️Issues/Challenges:

• Guests unsure about the specials or dietary preferences.

✏️Solution:

• Offer clear explanations, suggest alternatives, and inquire about any dietary restrictions.

✏️Activities:

• Take food and drink orders from guests.

• Ensure the accuracy of the order and repeat it back for confirmation.

✏️Process Involved:

• Order taking and recording.

✏️Equipment Used:

• Notepad or POS system for order entry.

✏️Related to Hospitality Knowledge:

• Accuracy and customer satisfaction.

✏️Issues/Challenges:

• Customers requesting modifications to dishes.

✏️Solution:

• Clarify modifications with the kitchen to ensure it’s possible and correctly prepared.

✏️ACTIVITIES

• Serve the drinks and appetizers promptly after the order.

• Ensure all guests have their drinks and appetizers correctly placed.

✏️Process Involved:

• Beverage and appetizer service.

✏️Equipment Used:

• Tray, drink glasses, appetizers.

✏️Related to Hospitality Knowledge:

• Speedy service and accuracy.

✏️Issues/Challenges:

• Delay in drink preparation.

✏️Solution:

• Inform the guests of the delay and offer a complementary drink or appetizer as a gesture of goodwill.

• Brew a shot of espresso using an espresso machine.

• Ensure the coffee is of high quality, and the espresso has a rich, creamy crema on top.

✏️Process Involved:

• Espresso brewing.

✏️Equipment Used:

• Espresso machine, coffee beans, grinder.

✏️Related to Hospitality Knowledge:

• Barista skills and knowledge of coffee brewing.

✏️Issues/Challenges:

• Inconsistent crema on espresso.

✏️Solution:

• Adjust the grind size or tamping pressure to ensure a uniform extraction.

✏️Activities:

• Check in with the guests during their meal to ensure everything is satisfactory.

• Offer additional drinks or sides as needed.

✏️Process Involved:

• Guest interaction and customer service.

✏️Equipment Used:

• Notepad to record additional orders.

✏️Related to Hospitality Knowledge:

• Service etiquette and customer relationship management.

✏️Issues/Challenges:

• Guests having a complaint about their food.

✏️Solution:

• Listen attentively, apologize, and offer to resolve the issue (e.g., offer a new dish or provide a discount).

✏️Activities:

• Present dessert and coffee menu.

• Take orders for dessert and coffee after guests finish their main course.

✏️Process Involved:

• Offering after-meal options and upselling.

✏️Equipment Used:

• Dessert menu, coffee machine, dessert plates.

✏️Related to Hospitality Knowledge:

• Upselling techniques and menu knowledge.

✏️Issues/Challenges:

• Guests not interested in dessert or coffee.

✏️Solution:

• Politely ask if they’d like to try a signature dessert or suggest a popular item without being pushy.

✏️Activities:

• Present the check to the guests at an appropriate time.

• Thank them for visiting and invite them to return.

✏️Process Involved:

• Payment handling and customer relations.

✏️Equipment Used:

• POS system, receipt, bill folder.

✏️Related to Hospitality Knowledge:

• Transaction handling and positive guest closure.

✏️Issues/Challenges:

• Guests unsure about tipping or payment method.

✏️Solution:

• Clarify tipping practices and offer multiple payment options (cash, card, mobile payment)

• Pour the steamed milk over the espresso in a steady, controlled manner.

• Begin pouring from a higher distance and slowly lower the pitcher as the cup fills.

✏️Process Involved:

• Controlled pouring to create patterns.

✏️Equipment Used:

• Milk pitcher, espresso cup.

✏️Related to Hospitality Knowledge:

• Latte art techniques and pouring control.

✏️Issues/Challenges:

• Milk not forming patterns properly.

✏️Solution:

• Practice pouring with the right speed and distance. Start with simpler designs like hearts or tulips before attempting more intricate ones.

Deep Cleaning Day Tasks

✏️Activities:

• Removed all items from chiller and wiped down interior shelves.

• Cleaned and sanitized kitchen countertops, cutting boards, and sink areas.

• Organized dry storage by expiry date and category.

✏️Equipment Used:

• Cleaning cloths, sanitizing spray, mop, gloves, storage labels.

✏️Related to Hospitality Knowledge:

• Food safety standards, kitchen hygiene, inventory management.

✏️Challenges:

• Limited time to clean while ensuring kitchen readiness for next shift.

• Sorting expired or near-expiry items while maintaining stock accuracy.

✏️Solution:

• Divided cleaning zones among staff for faster completion.

• Created a checklist for expiry dates and organized stock by FIFO (First In, First Out) method.

INTERNSHIP PRESENTATION (HPT40108)