https://padlet.com/afinilatfee163/zhs11nancxdef9mo Report Supervisor: Sir Mohamad Khairi bin Mohamad @ Alwi | Student: Nur Afini binti Mohd Latfee (273921) en-us 2023-04-05 13:54:52 UTC 2025-10-25 02:11:57 UTC hello@padlet.com afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2580076529 Assalamualaikum, hi everyone! I am Nur Afini binti Mohd Latfee, with matric number 273921. I am a student of Universiti Utara Malaysia (UUM), currently in semester 8 of Bachelor of Tourism Management. Right now I am doing my internship at Courtvard by Marriott Penang for 4 months, from 3 April untill 3 August 2023. I was assigned to be in the Front Office Department of Courtyard by Marriott. The purpose of this padlet is to record my daily task during my internship journey.]]> 2023-05-06 01:36:39 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2580076529 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2597318327 3/4/2023 (Monday)
On my first day of internship at Courtyard by Marriott Penang, the senior HR manager, MS. Vahini welcomed to trainee. We were briefed and assigned to the respective department by the HR department at the training room. After that we have to do uniform fittings conducted by the uniform supervisor. I was assigned to be at the Front Office Department. When I first come to the department, the Senior Duty Manager, Ms. Florence do some introductory to the department for us.

4/42023 (Tuesday)
For the first week, my working hours was assigned to be at 9am to 5pm. For the first day working at this department, the Front Office Manager, Mr. Mark Esteva do some daily briefing for the FO staff. He also added us to the WhatsApp group of operation and others. Other staff also asked us to memorize some crucial information of the hotel such as the facilities operating hours (swimming pool will be operating from 7am-7pm, sauna and steam room 8am-10pm and fitness center will be operating for 24 hours). After that we also need to take note on the layout of the room, types of the room and the room numbers in the hotel.

5/4/2023 (Wednesday)
On this day, I was brought to see the types of room available in this hotel by the Front Office Agent, Mr. Soon. He also brought us to see the facilities available in the hotel at the 11th floor. Other that that, we also have to remember every level of membership by the Marriott such as the highest ranking will be Ambassador Elite Member following by Titanium Elite Member, Platinum Elite Member, Gold Elite Member and Silver Elite Member. All these VIPs have to be served with extra care. The Ambassador Elite Member following by Titanium Elite Member and Platinum Elite Member will be having amenities placed in their room and have the complimentary elite breakfast and welcome drinks at the Gin Library located at 23rd floor.

6/4/2023 (Thursday)
I learned how the process of check-in for today. The superior teach me on how the check-in process was done up to the Marriott brand standard. If it was for the normal guest, we just have to ask for their IDs and do the check-in process accordingly but if it was for the elite member we should also brief them about the benefits they will obtained.

7/4/2023 (Friday)
Off-day

8/4/2023 (Saturday)
For this week my working hours will be from 12pm to 8pm. I managed to assist the Front Office Agent to do some check-in process for the guest. I assisted to find the registration card of the guest, write room no. on the key packet to give to the guest, help to make pre-authorization transaction and assist to give luggage tag to guest if needed. Today is also the arrival of group from Indium Corporation, so we need to assist to do the group check-in and fulfill their request.

9/4/2023 (Sunday)
As today was raining, I helped to distributed umbrellas to the guests who requested for the umbrellas. I recorded their room number in the logbook and give them the umbrella tag as reference. I also assisted the Front Office Agent to do check-in process and did room keys for the guests.]]> 2023-05-19 07:04:09 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2597318327 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2597347750 10/4/2023 (Monday)
I helped with doing the check-in process with the front office staff. Other than that, I also assisted to unlock the connecting room’s door as the check-in guest request for a connecting room. Other than that, I also assisted walk-in guest that asked for the room rate for tonight's stay

11/4/2023 (Tuesday)
Today I learned how to prepare the amenities form for the VIP guests (Ambassador, Titanium and Platinum). The code for to preview the list will be P6, X4 and X5. After we preview the list, we have to fill in the VIPs' name in the amenities form and later to be signed and authorized by the F&B team.

12/4/2023 (Wednesday)
As for today, I became the Lobby Ambassador. I have to greet the guests and also assist them with whatever questions they asked. I also need to give the luggage tag to the guest if they would like to leave their luggage or stuffs. I have to keep their belongings in the luggage room. Other than that, I also be the receiver if there are parcels or food deliveries arrived. Then, I need to record the details in the logbook.

13/4/2023 (Thursday)
Today I assisted the staff to the check-in process, I looked for the guests' registration card and do the pre-authorization transaction before issuing the room keys for the guest. After that, I explained to the guests about the Wi-Fi connection, room and floor no. as stated at the key packet. I also assisted the guests to the lift after the check-in process has been done. 

14/4/2023 (Friday)
Off-day

15/4/2023 (Saturday)
For this week my shift will be from 2pm to 10pm. As usual, I assisted the staff to do the check-in process. After 5pm I need to call Muslim guests to ask them whether they would like to have sahur during this fasting month. If they interested then I provided them with the sahur menu and assist to send that in the WhatsApp group to notify the F&B team to prepare the sahur meal. The sahur meal will be sent to the guests' room around 4.30 am to 5.30 am.

16/4/2023 (Sunday)
Today I learnt how to do rebate. As for Ambassador, Titanium and Platinum Elite Member, the guests were allowed to choose 500 points or the F&B credit for RM40 per person as their welcome amenities. If the guest chose F&B credits, we need to do rebate on every F&B consumption of the guests during their stays in the system. Then we have to open the rebate voucher to be attached together with the folio that we prepared.   ]]> 2023-05-19 07:28:34 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2597347750 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2605774893 17/4/2023 (Monday)
Our Front Office Manager, Mr. Mark Esteva provided Opera account for trainees to be used. So today I need to set up my Opera account and getting used to it as before this I only used the staff's account in any cases. I try to do the check-in process using my account but unfortunately as I do not have the cashier ID yet I still cannot do much using my own account. My manager mentioned that he will resolve this issue.

18/4/2023 (Tuesday)
Today I do check-in process as usual. I managed to do the check-in process on my own with the supervision of the staff. I have to explain about the welcome letter to the VIPs and prepare room keys for the guests. If the room is not available as it was in Vacant Clean (VC) or Vacant Dirty (VD) status I will need to refer to the staff on how to swap or change the room for the guest.

19/4/2023 (Wednesday)
I have to do filing for the evening shift. After there were not many arrivals left as for today, I did the filing for tomorrow's departure and in-house guest who will check-out in few more days. I have to arrange the registration card according to the room number and as for the tomorrow's departure I have to print the name list of the guest and arrange in the tomorrow departure's file. After that I need to tick the guests' name who have the registration card and if there were not there I need to circle the names.

20/4/2023 (Thursday)
Today I worked from 7am to 3pm. I assisted with the check-out process for today. I need to find guests' registration card for the staff to verify first. Then I helped to print out the invoice and email the e-invoice to the guests if they would like to have the e-invoice. After that, I helped to send the amenities form to be signed by the staff at Penang Kitchen and also pastry for them to prepare and send the amenities for the VIPs guests later.

21/4/2023 (Friday)
Off-day

22/4/2023 (Saturday)
Public holiday (Hari Raya Aidilfitri)

23/4/2023 (Sunday)
Public holiday (Hari Raya Aidilfitri)


]]> 2023-05-26 05:46:41 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2605774893 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2605778862 24/4/2023 (Monday)
MC

25/4/2023 (Tuesday)
This week I worked from 7am to 3pm. We have morning briefing by our Front Office Manager, Mr. Mark. He briefed us on today's arrival and departure and important things to take note. Other than that, we also need to update is there anything that need to bring up. Today I able to do the check-out process on my own with the help from the staff. I need to ask for their room number, than key-in in the system. After that I need to print the invoice and show them their invoice, then proceed with the payment. Lastly, one of the invoice copy need to be provided to the guests and email them the e-invoice too. 

26/4/2023 (Wednesday)
As I arrived I need to check the amenities form and updated the  guest lists with their room number. Other than that, I also need to collect signatures from the Penang Kitchen and pastry staff on the amenities form. After that, I performed check-out and check-in process as usual. I also check on the estimated guests' arrival and departure in the system to keep me updated and be prepared to serve the guests. 

27/4/2023 (Thursday)
Today I performed check-in and check-out process as always. One of the guests' room is not ready yet and I asked him to go to the Gin Library first as he was having important meeting. After his room is ready I went up to the Gin Library which located at the 23rd floor to pass him his room keys. I also updated the room list for the amenities form to be prepared by the F&B team later.

28/4/2023 (Friday)
Off-day


29/4/2023 (Saturday)
This week my shift will be from 7am until 3pm. During this morning, I needed to check the traces of hotel's in-house guests. I need to print out the list and take note on things that need to take action such as back to back booking and special occasions that need decorations or amenities such as guest's wedding anniversary, honeymoon or birthday.

30/4/2023 (Sunday)
I learnt how to do room move as for today. This occurred when guests are not satisfy with their current room as maybe the room is defect, smelly or not as what they wanted to be. The guest will be allowed to move room when there are rooms available as per guest required. Today I also learnt on how to provide temporary room to the guest. This occurs when the room that the guest booked are not ready yet as maybe the room is still due out or in the process of making by the housekeeping team.]]> 2023-05-26 05:49:46 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2605778862 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2606247645 4/5/2023 (Thursday)
Morning shift (7am-3pm)
As I worked in morning shift, some of the guests ask for my help to book them e-hailing car such as Grab Car to their required destination. Some of them also request for airport transfer by the hotel's car and ask to guarantee the payment to room and will be paid together during check-out. As for this process, I need to ask the guest about the details such as their name, room number, date, time, no. of passenger, payment type and their destination. Then, I need to contact the person in-charge to book the transportation for the guest.

5/5/2023 (Friday)
Off-day

6/5/2023 (Saturday)
Evening shift (2pm-10pm)
Today was the arrival of TAL Apparel group. The group consists around 76 persons. They arrived in two groups which Group 1 arrived at 2pm and another group arrived at 3.30pm. I was assigned to set up the preparation for the group check-in in Meeting Room 2 at Level 2. I arrange the registration card according to their name list and I also place the credit card terminal and stationery at the registration table for the staff to check-in the group.   

7/5/2023 (Sunday)
Evening shift (2pm-10pm)
I asked the housekeeping team to pick-up guest's laundry at the reception in the room's division WhatsApp group. Other than that, I also deliver the message to the housekeeping team to place guest's request such as bathrobe, extra pillow, baby crib and so on. Then, I also WhatsApp in the operation group to ask the assistance of the engineering team to check the guest's room which the guest mentioned that the bedside lamp is not working and the toilet's bidet is leaking. 

]]> 2023-05-26 14:08:55 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2606247645 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2606248907 1/5/2023 (Monday)
As for today, I need to be at the concierge counter and attend guest's inquiry regarding tourist attraction, street food and historical places in Penang. Some of them ask for my opinion regarding the best restaurant for seafood, some of them were interested in sport tourism and also there were also question about nearby spa or saloon. Thus, I need to do some research or ask the staff regarding their questions and inquiries.

2/5/2023 (Tuesday)
As usual, we had a short briefing with the team, led by Mr. Mark, the Front Office Manager. Each one of us need to update important things that need to be shared with the team. Today I was at the receptionist counter and performed the check-in and check-out process as usual. I also arranged the guests' luggage to be sent by the bellman to guests' room and also luggage down from the room to the hotel's lobby.   

3/5/2023 (Wednesday)
Today I performed many check-out process. There were so many things that I needed to take note and be alert during check-out process. For example, if the guest is using redemption stay, I have to do routing to Marriott Reward first then I need to do city ledger during guest's check-out process. After that, I only need to print the taxes' invoice that the guest need to pay. Other than that, I just proceed to do normal check-in and check-out process.]]> 2023-05-26 14:10:17 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2606248907 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2610617142 8/5/2023 (Monday)
Evening shift (2pm-10pm)
As I worked today, I refill the key packets in the front office counter. The non-smoking and WI-Fi cards needed to be put in the key packets. I also assisted guest to keep their luggage in the luggage room as they requested to keep their luggage. I gave them the luggage tag. Other than that, some of the guests would request for bottled drinking water at the reception counter, hence I passed them the drinking water.  

9/5/2023 (Tuesday)
Evening shift (2pm-10pm)
Some of the guests asked me to print some of their documents. Thus, I provided them with my manager email for them to email us so that we can print out and some I helped them out to use the laptop at working station just next to the reception counter. There were also few guests ask for my favor to book them e-hailing ride for them to their required destination. 

10/5/2023 (Wednesday)
Evening shift (2pm-10pm)
The senior staff taught me on how to do rebate process for laundry. We have to see the guests' profile to see whether they were entitled for the complimentary laundry service or not. If yes, then we have to do rebate on the laundry invoice that we received from the Housekeeping Department. I also need to issue a rebate voucher to attach together with the laundry form. If the guest were not entitled for the complimentary laundry service, then we have to post their laundry invoice to their room bill. 

11/5/2023 (Thursday)
Morning shift (7am-3pm)
As usual, as I started my shift, I checked for the unresolved in-house traces and update the traces status accordingly. We also have some briefing with our FOM in the noon. Mr. Mark would like for us to share some important information that all of the FO team to take note. During my turn to share, I shared about the new promotion and menu by the Penang Kitchen so that we are aware in case some of the guests could ask regarding the menu. I also help to encode the guests' car plate number in the system and also validate their Touch n GO card for complimentary parking .

12/5/2023 (Friday)
Off-day

13/5/2023 (Saturday)
Public Holiday- Labor Day (Replacement)

14/5/2023 (Sunday)
Morning shift (7am-3pm)
I received the parcels from the courier service on behalf of the guest. Before I received the parcel, I need to check in the Opera system whether the guests was our in-house guest or not. If yes then I need to make a call to the guest room to notify him that his parcel is already at the reception. If the guest would like the bellman to send it to the room then I have to ask the bellman to do so. I also assisted to do check-out and check-in process as usual. ]]> 2023-05-31 14:30:30 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2610617142 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2610621080 15/5/2023 (Monday)
Morning shift (7am-3pm)
Today I standby for the visitation of Mr. Ramesh Jackson, the Area Vice President - Indonesia of Marriott International and Ms. Ricarda Schneider the Area Director Of Operations - Indonesia to Courtyard by Marriott Penang. I was assigned to be the Lobby Ambassador. I have to greet the guests and also answers any of their inquiries or show ways to some places they would asked. I also performing check-out process for the departing guests and check-in for some of the guests.

16/5/2023 (Tuesday)
Morning shift (7am-3pm)
I performed check-out process for the departing guests. I have to print out their invoice and obtain their credit card to perform the transaction of the charges of their stay. I also updated in the operation & room division’s WhatsApp group accordingly as per guests’ request (e.g. guest as to make up room, guest ask to replenish toiletries & guest ask to collect laundry from room). Mr. Mark also taught me on how to send message to guest in Opera System regarding the guest’s request to extend stay.

17/5/2023 (Wednesday)
Morning shift (7am-3pm)
As usual today I performed check-out process for the departing guests and also some of early check-in for arriving guest. If the room is ready I could assign him to his room, but if them room is still in Vacant Dirty (VD) or due-out status, I may needed to assign the guest to temporary room. Around 3pm, Mrs. Jasmeen our Guest Relation Manager asked me and other staff to attend the training on front office financing by the finance department. The finance staff explained about the right way to do cashiering, credit card transaction and cash drop.

18/5/2023 (Thursday)
Morning shift (7am-3pm)
As I performed check-out process for the guests, some of them would ask to exchange currency, book e-hailing ride and many more. Today I also help to encode the guest’s car plate in the system and validate the touch n go card for the complimentary parking. In the noon, I checked for the amenities form of the elite members (VIP), update the room number and get signatures from the F&B team which were the Penang Kitchen staff and pastry staff.

19/5/2023 (Friday)
Off-day

20/5/2023 (Saturday)
I performed some of the check-out process and check-in process for the guests. In the evening, I did filing after few arrivals left. I need to keep today's arrival registration form in the file accordingly. I also prepared welcome letters for tomorrow's VIPs arrivals and attached them together with their registration form and put in tomorrow arrival's file. Lastly I needed to open the amenities form according to the VIPs level such as Platinum, Titanium and Ambassador and put remarks if there were any.

21/5/2023 (Sunday)
Evening shift (2pm-10pm)
Today's occupancy will be 73% with expecting 64 arrivals and 58 departures. As usual, I performed some of the check-out process and check-in process for the guests. I also updated the amenities form with the guests' room number according to the system and collected the signatures for authorization from the Penang Kitchen and pastry staff. Other than that, I assisted guest to print out some of the materials.

]]> 2023-05-31 14:34:25 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2610621080 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2610623463 22/5/2023 (Monday)
Evening shift (2pm-10pm)
This week will be high occupancy in the hotel as there are big event being held at Bayan Lepas, Penang. The occupancy rate for today was 98% with 97 arrivals and 49 departures. Not only that, we also needed to run Covid-19 Rapid Antigen Test as some of the Front Office staff was tested with positive Covid-19 and we also will receive high occupancy for this week. I also did the filing for the in-house guests' registration form. 

23/5/2023 (Tuesday)
Morning shift (9am-5pm)
I started working at 9am today. I asked for the Housekeeping team assistance to pick-up guests' laundry at the reception and I also informed them whenever the guests mentioned to make-up their room so they can did it straight away. Then I also posted the Vacant Clean (VC) and Vacant Dirty (VD) room status in the Room Division WhatsApp group. I also asked the Housekeeping supervisor to change the room status to Inspected (IP) for the Vacant Clean (VC) room as the guest already arrived for early check-in

24/5/2023 (Wednesday)
Morning shift (8am-4pm)
Today, the check-out process was quite heavy in the morning. I also did check-in process for the guests' arrival. Then, I assisted to inform the HSK team in the group to replenish amenities for the guests who asked to do so. Other than that, I made transportation arrangement for the guest to their required destination. After that, I printed out the elite member arrival for tomorrow and open the amenities form by writing down the VIPs names.

25/5/2023 (Thursday)
Afternoon shift (12pm-8pm)
Today I performed check-out and check-in process as usual for the arriving and departing guest. During checking-in the guest, the guest's suite room is not ready yet, so I need to assign temporary room for the guest. Then, I need to do a move room once the room is ready. After that, I asked the bellman assistance to move the guest's luggage to the new room. Finally, I have to update the guest's new room number in the system. 

26/5/2023 (Friday)
Off-day

27/5/2023 (Saturday)
Morning shift (7am-3pm)
The senior staff asked me to check the traces for the arrival and in-house guest. Today is also my first time performing check-out process using my own cashiering ID. I learnt how to do the cashiering closing process. I need to print-out the details report of the billing/cashiering, then print the report statement from the credit card terminal, followed by listing out my own transaction. I also need to fill-in cash drop envelope if there were any cash transaction. Then, I have to reconfirm with my superior and manager regarding my transaction. Lastly, I have to drop the cash envelope and the transaction report at the safety box.

28/5/2023 (Sunday)
Morning shift (7am-3pm)
As I started my shift, I checked and updated the amenities form with filling in the room numbers that are in inspected (IP) status. I also did the check-out process for departing guests. During I performed check-in process, I also approached some guests who have not been Marriott Bonvoy member yet, whether they would like to enroll as the Marriott Bonvoy member for guests. I also explained the benefits they will obtained from being the member.]]> 2023-05-31 14:36:45 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2610623463 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2610626332 29/5/2023 (Monday)
Morning shift (6am-2pm)
I started my shift with performing check-out process and some early check-in process for the guests. Then, I also assisted guest to ask quotation regarding hotel transportation from Island Hospital to Courtyard and help him to make a transportation arrangement. I also check and update the amenities list with guests' room number if the rooms are in inspected (IP) status. Today was also the opening for Associate Appreciation Week (AAW)

30/5/2023 (Tuesday)
Morning shift (6am-2pm)
As I started my shift, there was a guest ask for my assistance to weigh his luggage before he checked-out. I also assisted him to book the e-hailing to the airport. After that, I also sent him the e-hailing invoice to hi email as he requested for it. After that, I also followed-up guest’s lost and found items with the housekeeping team and arrange them to return back the guest's stuff in her room.

31/5/2023 (Wednesday)
Afternoon shift (11am-7pm)
Today as usual I performed check-in and check-out process as usual for the guest. I also assisted a guest to make a reservation at a spa in Georgetown called Thai Best Massage Penang. Then I checked amenities form and updated the guest’s room number to be passed to the F&B department to arrange amenities in the room. I also learnt how to make a room reservation for walk-in guest with my supervisor.

1/6/2023 (Thursday)
The owner of Fairfield by Marriott Kuala Lumpur, Mr. Mohamad Akmal bin Johari stayed at our hotel for 2 nights and I handled his check-in process from issuing the room keys, collecting the security deposit and explaining about the hotel’s facilities. Another VIP was Mr. Suresh Ramasamy. He’s the Le Méridien Kota Kinabalu General Manager. I prepared his registration form and room keys in the folder and pass them to Mr. Mark to do the check-in process in the guest’s room. 


2/6/2023 (Friday)
Afternoon shift (11am-7pm)
Today we were expecting a huge number of arriving guest. The occupancy will be 93% with 103 arrivals and 57 departures. I performed check-out process as usual and handle the group check-in by Ben Foods. I issued their room keys according to their name list. I also assisted to update the amenities list to their room number. Then I also did my closing on my cashiering ID.

3/6/2023 (Saturday)
Off-day

4/6/2023 (Sunday)
Tested positive for Covid-19 ]]> 2023-05-31 14:39:34 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2610626332 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2619717786 5/6/2023 - 10/6/2023
Home isolation as tested positive for Covid-19. 

11/6/2023 (Sunday)
Morning shift (7am-3 pm)
Today was my first day back at work after I recovered from the Covid-19, as usual I performed the check-out process for departing guests. I also help the in-house guest to settle their payments. The check-out process was quite heavy as there were 71 departures for today. Other than that, Mr. Mark also briefed that from 12/6 - 13/6 there will be front office system upgrade, hence we have to advice the guests who will check-in or out in between the date to settle their bill before 13/6. Then, I learnt how to make B2B booking for guest with my supervisor.]]> 2023-06-10 04:34:19 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2619717786 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2619870898 12/6/2023 (Monday)
Morning shift (7am-3pm)
Did rebate for guest's bill, as the guest is the Titanium Elite member and he chose the F&B credit valued RM80 per day as the welcome gift. Hence, I open the rebate voucher for him to deduct the food and beverage amount in his invoice. Then, I also assisted the F&B team to snip the guests' profile to see the reason for complimentary breakfast given to the guests.

13/6/2023 (Tuesday)
Morning shift (7am-3pm)
Today I needed to learn on how to cope with the period of Opera System Upgrade, started from yesterday at 10.00pm until today at 3.00pm. The staff taught me on how to do manual check-out for guests. First, I need to get the information invoice that the night shift's staff prepared, then show the guests their invoices and asked for their credit card again. After that, asked for their signatures at the invoice for our copy and another copy we need to give to them. We also need to informed them that the zero balance invoice will be emailed to them after 3pm, after the system upgrade.

14/6/2023 (Wednesday)
Morning shift (7am-3pm)
As today will be the arrival for the Mattel group to Courtyard by Marriott Penang, I assisted to wrote down the VIPs list in the amenities form and asked the F&B team to sign the form for authorization. I also put the welcome cards together with their registration form. After that, I also helped out our Guest Relation Manager to clear the open folio by doing the manual charges to the room. I also sorted out the used paper to be recycle and the one that cannot be used I put in the luggage room to be shredded.

15/6/2023 (Thursday)
Morning shift (7am-3pm)
I performed check-out process as usual for today. I also key-in the Local Government Fee of RM3.00 for the upcoming arrivals date. Then, I checked for the amenities list and filled-in with the guests' room number if in available status. I also informed the housekeeping team in the WhatsApp group to make-up room and update them if the guests' need any amenities. There was also a guest informed that the shower head in his room is not in a good condition, so I informed in the engineering WhatsApp team to check.

16/6/2023 (Friday)
Morning shift (7am-3pm)
The check-out process for today was quite a lot, so I assisted the FOA to perform the check-out process. I also helped the guests to book for e-hailing ride to the airport and also e-mailed them the e-invoice. There was also a guest asked me to help him print out his boarding pass at the working station. Hence, I assisted him to print. Other than that, there was a guest asked for me to send the room card for him as he could not enter the room. So, I went up to the room to send. I also performed some check-in process for the arriving guests.

17/6/2023 (Saturday)
Off-day

18/6/2023 (Sunday)
Morning shift (7am-3pm)
The check-out for today was quite heavy with expected of 53 arrivals & 106 departures. Hence, I performed the check-out procedures alongside with my supervisor. In addition, today morning was raining, so a lot of guests came to ask for the umbrellas from the front office. I passed them the luggage tag with remarks of their room number and number of umbrellas borrowed. After that, I need to write down the details in the umbrella logbook. I also helped out guests to validate their Touch n Go card and also encode their car plate number in the carpark system for complimentary parking

]]> 2023-06-10 14:23:32 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2619870898 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2632124131 19/6/2023 (Monday)
Morning shift (7am-3pm)
My supervisor asked me to put the check-out time for the due-out guests. As example, for the non-member and member guests the check-out time will be at 12.00pm, silver elite member's check-out time will be at 1.00pm, as for the gold elite member will be given check-out time at 2.00pm and for the Platinum, Titanium and Ambassador Elite Member allowed to check-out until 4.00pm.

20/6/2023 (Tuesday)
Morning shift (7am-3pm)
Today I went up to the Finance Department to do a manual charge to a guest American Express credit card as he just checked out without approaching the counter. After that, there was also a guest who asked for my assistance to tap the access card at the swimming pool located at the 11th floor as he left his room card in the gym's locker. Other than that, I just performed check-out procedure as usual and get signatures from the F&B team for the amenities form's authorization and I also checked each of the VIP's room status and update in the form.

21/6/2023 (Wednesday)
Morning shift (7am-3pm)
The departure for today was expected to be 59 and the arrival was only 35 with 85% of occupancy. I performed check-out process as usual and some of early check-in. Then, I also key-in the fixed charges of Local Government Fee of RM 3.00 for the advance check-in date. Other than that, there was a group check-out, so I also transferred the Local Government Fee and the Tourism Tax from due-out guest folios to the master account to be charged, as the company will pay for their room. Guest Relation Manager, Mrs. Jasmine also asked me to go to HR Office to send and record the leave form of the FO staff

22/6/2023 (Thursday)
Morning shift (7am-3pm)
Today the occupancy rate was 100% with 67 arrivals and 45 departures. I performed the checkout process as usual. There were some of the walk-in guest asked about the room rate and availability. However, as our occupancy rate for today was 100% we cannot accept any bookings or extend stay. I also assisted to perform early check-in process. The room was mostly not ready for check in yet, thus I called the room controller to swap room or check the room status foe the guests to check-in. If the room can be swap with the same category then I check-in the guests but if it was not ready, then I have to inform the guests.

23/6/2023 (Friday)
Morning shift (7am-3pm)
The occupancy rate for today is still 100% with 88 arrivals and 87 departures. Since I worked in the morning shift I performed the check-out process as usual and today's departures were quite heavy in the morning. Some of the guests also would like to leave their luggage for few days and will be back in couple of days to the hotel. Hence, I gave out the luggage tag to them and store the luggage in the luggage room. Today we also have a briefing about the hostel for trainee with the HR department.

24/6/2023 (Saturday)
Off-day

25/6/2023 (Sunday)
Evening shift (2pm-10pm)
After a while, I started my evening shift for today. I have to perform some of the check-out process and also check-in process. After that I assisted the guests' enquiries such as the nearby durian stall, nearby shopping mall and pharmacy. Then, I also did filing on tomorrow's departure and in-house guests. I needed to print out the report for tomorrow's departure and classify the categories accordingly.


]]> 2023-06-26 03:38:12 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2632124131 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2632134652 26/6/2023 (Monday)
Evening shift (2pm-10pm)
We had a briefing by our Front Office Manager, Mr. Mark. He briefly mentioned about the crucial and highlighted things to smoothen the front office work. Some of the things mentioned during the briefing were the basement car park issue, Explore Rate Malaysia, open folio, cash drop and the new SOP regarding tips received from guests. After that, today I also went to the Lost and Prevention department to renew the associate entry pass for third quarter of 2023. Other than that, I just performed some of the check-out and check-in process as always.

27/6/2023 (Tuesday)
Evening shift (2pm-10pm)
I performed just some of the check-out and check-in process as usual. Some of the guests would like to make full payment of their stay, thus I just charged them to full amount of their stays. Other than that, I also did the filing for tomorrow's departures by sorting out the date and the floor number accordingly. I also did my cashier closing before I ended my shift for today.

28/6/2023 (Wednesday)
Evening shift (2pm-10pm)
As today there were already a lot of staff worked at the counter, thus I just being the Lobby Ambassador. I greet the guests and welcome them warmly. Other than that, we also had a briefing by the Room Division Manager, Mr. Puvan. He highlighted few things that we need to take note such as the positivity in workplace, happy mindset and guest experience. After that, Mrs. Jasmeen our Guest Relation Manager continued the talk by mentioning about the self-grooming and the Malaysian's greeting style.

29/6/2023 (Thursday)
Hari Raya Haji

30/6/2023 (Friday)
Evening shift (2pm-10pm)
I started my shift by doing some of the check-in process. Some of the rooms were not yet ready for the guests to check-in. Thus, we need to explain to the guests that it might take some time for the room to be ready. Other than that, I also checked on amenities list by writing down the room number which were ready in IP status. I also went up to 15th floor to send the room keys for the guests who the other room is not yet ready during his check-in process.

1/7/2023 (Saturday)
Evening shift (2pm-10pm)
As for today, I performed some of the check-out process and guests check-in as usual. I also did some enrolment of the guests to be one of the Marriott Bonvoy member by using their email address to enroll them. Some of the benefits of the memberships are the guests will be entitled for free nights, able to collect points, getting member rate for their stays and many other benefits.

2/7/2023 (Sunday)
Off-day]]> 2023-06-26 03:53:27 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2632134652 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2638871390 3/7/2023 (Monday)
Public Hodilay (Agong's Birthday)

4/7/2023 (Tuesday)
Morning shift (7am-3pm)
There was a guest informed us that his safe box cannot be locked. Hence, me and one of the engineering team went up to the 15th floor to inspect the safe box. The engineering team able to resolve the issue. Other than that, I also performed checked-out process as usual and some of the check-in. The occupancy rate for today was 99%. I also booked e-hailing rides for some of the guests who requested for my assistance.

5/7/2023 (Wednesday)
Afternoon shift (12pm-8pm)
Today was the arrival of Safemark Systems Singapore group. Hence, I performed the check-in process as usual but some of their rooms were not yet ready so, our manager decided to give complimentary breakfast for the group as courtesy. We also had a briefing by the FOM, Mr. Mark. He mentioned about some of the crucial things to be take note such as guests' ID for registration, tourism tax in Marriott Bonvoy applications and others.

6/7/2023 (Thursday)
Afternoon shift (12pm-8pm)
There were some of the walk-in guests asked for the hotel's room rate. Thus, I assisted them to check the room rate and asked them whether they have been the Marriott Bonvoy member yet. Since their answers were no, then I assisted to enroll them to be one of the Marriott Bonvoy member and taught them on how to install the apps and to sign in. Other than that, I managed the used paper in the front desk. I shredded some of them and some I cut to make as the notepad for future use at the front desk. ]]> 2023-07-05 15:02:35 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2638871390 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2638873839 7/7/2023 (Friday)
Evening shift (2pm-10pm)
Since yesterday, our manager mentioned that all trainees should not used our own Opera account anymore, thus we need to use the staff's ID. So, I just performed some of the check-out process and check-in process for the hotel's guests. Before I ended my shift, I also did the filing for in-house guest and tomorrow's departing guests. I printed out the list and sorted out according to their room number and the date of departure. 

8/7/2023 (Saturday)
Evening shift (2pm-10pm)
As I started my shift, there were already some of the guests queued up for check-in and some check-out process. Today was quite busy with heavy arrivals. During check-in, there were some of the guests requested for some specific rooms such as the room with sofa bed, room with sea view and room on higher floor. Thus, I arrange them accordingly to their requests. I also assisted to send the guest's room key to the room as one of the room was not ready during their check-in time. Other than that, I just did filing as usual before I ended my shift. 

9/7/2023 (Sunday)
Off-day]]> 2023-07-05 15:07:20 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2638873839 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2638875106 2023-07-05 15:10:01 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2638875106 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2638877177 2023-07-05 15:14:43 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2638877177 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2638880732 10/7/2023 (Monday)
Morning shift (7am-3pm)
After my off-day, I started my morning shift. I performed the checked-out process as usual and some of the check-ins. I also checked-out for the City Ledger for Marriott Reward Redemption for today's departure. Then, I taught the new trainees on how to validate the Touch n Go card, encode the car plate number in the parking system, update guests' credit card details and others. Other than that, I enroll some of the guests as a Marriott Bonvoy member. The staff also asked me to check for the fixed charges for the Local Government Fee of RM 3.00 for today's arrival.

11/7/2023 (Tuesday)
Morning shift (7am-3pm)
As I started my shift, I routed the guests' bills who stayed for the redemption stay by attaching the Marriott Reward to their profile and checked out by the payment method of City Ledger. Then I printed out the invoice for finance use. After that, I also put the check-out time at every due-out guests for housekeeping reference when it nears the check-out time. After 2pm, the housekeeping team asked to check the due-out room status whether the guests already check-out, extend stay or still in-house. Yesterday, there was a Titanium Elite member guest who missed out the welcome amenities from the hotel as his Marriott Bonvoy member number was missed out, hence today I followed-up the welcome amenities for him by writing down his details in the form.
 
12/7/2023 (Wednesday)
Morning shift (7am-3pm)
SD Infinity Sdn. Bhd. group was expected to arrive today with approximately 48 persons. Thus, we prepared the welcome letter and room keys according to their rooming list. As they arrived, we performed the check-in process and served them with welcome drinks. I also send some of their things to ballroom at level 2. Other than that, I proceed with some of the check-out and check-in procedures. I also contacted the room controller if the room was not yet ready to be swapped for the arrival. The, I also helped the guests to validate their Touch n Go card and encode their car plate in the system. I also briefly explained to them on how the car park system works.

13/7/2023 (Thursday)
Morning shift (7am-3pm)
The occupancy for today was 89% with 54 arrival and 44 departure. As I started my shift, I performed the check-out process. I also checked out the redemption stay guests with city ledger. We also had a briefing with the FOM, Mr. Mark. He highlighted about the important things such as enrolment, guests’ points and Marriott policies. Other than that, I check the amenities form with the guest name and room number accordingly. Other than that, I helped out the guest to print out some of their documents in the working space provided by the hotel.

14/7/2023 (Friday)
Morning shift (7am-3pm)
Today I just assigned to be the lobby ambassador. I greet the guest and answer some of their questions. There were also some of the guests requested me to book the e-hailing ride for them. I also helped Mrs. Jasmine, the GRM to do the administration work such as opening OT form for the staff accordingly. Other than that, there was a paper bag that was left for quite a long time at the lobby, then I assisted to report as a lost and found item to the housekeeping team for their further action. After that, I also learnt on how to send the mobile key to the guests once their room were ready to be checked-in.

15/7/2023 (Saturday)
Morning shift (7am-3pm)
As I started my shift, I refilled the key packet at the counter. I put the no smoking card and Wi-Fi card in the packet. Then, the FOA asked me to keep the guest's belongings in the luggage room as the guest will come to pick up her belongings in the evening. I also sent the room status of the room such as the Vacant Dirty (VD) and Vacant Clean (VC) in the housekeeping group for their further action and if there any room move for guests due to upgrade or others I will also notify in the group. Then, I also texted in the housekeeping group some of the guests' special request such as make-up their room, send bottled water to the room, replenish body lotion, shampoo and others.   

16/7/2023 (Sunday)
Off-day


]]> 2023-07-05 15:22:54 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2638880732 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2640859359 17/7/2023 (Monday)
Morning shift (7am-3pm)
Today I was assigned to be a lobby ambassador. So as always, I attended the guests if they have any inquiries or requests. Other than that, there was a guest who asked for my assistance to book him an e-hailing ride for him to the airport. Other than that, Mrs. Jasmeen, the Guest Relation Manager asked me to inspect the wet floor at 19th floor aisle as it was affected by the heavy rain last few days. As one of the bellman was on leave me and another colleague assisted to send guests' luggage up to their room.

18/7/2023 (Tuesday)
Morning shift (7am-3pm)
Today as usual I informed the housekeeping team to collect the guest's laundry from the reception. I also rely the message in the WhatsApp group if any of the guests came approach to counter to ask for any extra amenities or make-up room. I also went up to finance department to do the manual charge for American Express (AMEX) credit card as guest request for mobile check-out. Today as only me and the FOM worked in the morning shift, thus I represented the FO department for housekeeping daily briefing. I needed to rely on some of the information such as yesterday's enrolment and today's expected VIP arrivals.

19/7/2023 (Wednesday)
Evening shift (2pm-10pm)
We have a briefing with FOM, Mr. Mark. He mentioned about the upcoming brand standard audit and things we need to take note. Other than that, I became the lobby ambassador with answering and assisted some of the guests' questions and requests. I also performed some of the check-in process as usual and did the filing of the in-house guests and tomorrow's departures. Lastly, I also did some of the enrolment for the guests who were interested to become one of the Marriott Bonvoy member.

20/7/2023 (Thursday)
Evening shift (2pm-10pm)
Today Mr. Mark asked me to do the manual charges for the guests who have any pending payments to the hotel and also for the guests who booked through online travel agent such as Booking.com, Expedia, Agoda and others. After I charged the credit card accordingly, I attached the slip together with the folio. There was a guest who informed that he left the room card in the room, thus I duplicate the room card for him. Other than that, I just helped the staff to encode guests car plate number in the system and validate the Touch n Go card.

21/7/2023 (Friday)
Evening shift (2pm-10pm)
As for today's briefing, Mr. Mark mentioned about today's VIPs arrival which is Hong Leong Sdn. Bhd. group. We should ask them whether they are one of the Marriott Bonvoy member. If they have not then we may enroll them as their permission. He also mentioned that we should take note on explore reservation which is for Marriott Malaysia associate. Other than that, today I also store some of the guests' luggage in the luggage room as their requests and I also performed some of the check-in process for today's arrival 

22/7/2023 (Saturday)
MC

23/7/2023 (Sunday)
Off-day

]]> 2023-07-08 14:36:09 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2640859359 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2640860907 24/7/2023 (Monday)
Afternoon shift (12pm-8pm)
Today I went up to finance department to hand over the some of the front office's documents. I need to get the account assistant signature and returned it back to Mr. Mark. Then I also went to the Human Resources department to send the OT form and leave form of the front office associates. I also need to write down the details in a book provided by the human resource coordinator. Then, I also did the PowerPoint of how the hotel's door locks system upgrading. I needed to list out the steps and put some simple instructions for future reference. Before I ended my shift, I performed the filing process as usual by sorting out tomorrow's departures and in-house guests.

25/7/2023 (Tuesday)
Afternoon shift (12pm-8pm)
For today, FOM asked me to do the paperwork for the guide for in-house guest parking system in Microsoft Words. I drafted out the guidelines to use the parking system for both employee and guest. After that, Mr. Mark reviewed the paperwork and will submit to marketing and communication team for them to do further action. Other than that, I also received the welcome letter from the sales and marketing team, Ms. Ming Tsu. She asked me to attach the welcome letter together with the guests' registration form. If the guests already checked-in, I write the guests' room number on the welcome letter and went up to their rooms to distribute the welcome letter.

26/7/2023 (Wednesday)
Morning shift (7am-3pm)
As I started my morning shift, I checked for the in-house and today's arrival guests traces together with Senior Front Office Agent, Mr. Loh. I also performed some of the check-out process. Some of the guests leave their laundry at the reception before they went out for work, hence I needed to ask the housekeeping team to come and collect the laundry from the reception. Other than that, I also clean up the counter by wiping the counter and arrange the things on the counter accordingly. Other than that, if the garbage can at the reception was already full, I asked the housekeeping team to come and emptied the can. I also asked them to send some cartons of bottled water in the back office as sometimes guests will come to ask for bottled water.

27/7/2023 (Thursday)
Morning shift (10am-6pm)
Today as some of the staffs were on leave, my manager asked me to work in middle shift. As I started my shift, I performed the check-out process as usual. They were some of the billings that were needed to do the rebate. Hence, I open the rebate voucher accordingly. Other than that, there were some of the guests came for early check-in around 12pm. Some of the rooms were not ready, then I need to inform that the room was not yet ready to check-in. Once the room is ready I will make a phone call to notify them. However, for some early check-in the room was ready, so I just checked-in the guests into the room. On top of that, today the room key system was having some issue, thus I need to explain to the guests about the situation. We have to send the room keys to the guests’ rooms once the system was back to normal

28/7/2023 (Friday)
Evening shift (2pm-10pm)
The occupancy for today was quite high. I helped at the reception counter to perform the check-in process and some of the check-out process. I also retrieved the e-certificate for the Marriott Reward Redemption stay guests. I need to go through one by one of the in-house guests' list and input the details accordingly. Other than that, I also key in the fixed charges of Local Government Fee for in-house guests and tomorrow's arrival. Then, before I went home, I performed the filing procedure as usual by following the departure list.

29/7/2023 (Saturday)
Morning shift (7am-3pm)
As usual as today was busy with many departures, I assisted the staff to perform the check-out process. I put the check-out time for the due-out guests in the system. I also double checked for the fixed charges of RM 3.00 for Local Government Fee for today's arrival as instructed by my supervisor. Other than that, there were some of early checked-in guests, however most of the rooms were not yet ready to be checked-in. Hence, I need to explain the situation to the guests and ask for their understanding. Some of them would like to deposit their luggage and went out, some of them would just waited at the lobby or Penang Kitchen while waiting for their room to be ready.

30/7/2023 (Sunday)
Off-day]]> 2023-07-08 14:43:45 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2640860907 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2640861764 31/7/2023 (Monday)
Morning shift (7am-3pm)
Today I helped out to get the signatures from the F&B team and pastry to authorize the special request form. After that, I also filled in with the inspected (IP) room status at the form. My supervisor also asked me to double check the fixed charges, local government fee (LGF) of RM 3.00 for today's arrival. Then, I also be a lobby ambassador today. I just greeted the guest as usual and answer some of their questions and gave some suggestion to the famous tourist's attractions. Some of the guests also asked for umbrellas as today was raining. Hence, I provide them the umbrella together with the tag which I wrote their room number. I also need to write the details in the umbrella logbook.


1/8/2023 (Tuesday)
Morning shift (7am-3pm)
I assisted FOA to perform check-out process and find the registration card for the check-out process. I also performed some of the early check-in process. Then, I went up to guest's room to send their luggage as the bellman was on break that time. In the noon, I continued to do the Door Lock System upgrading on the 20th floor together with the engineering team and person in-charge from Assa-Abloy who is responsible to undergo the door lock system's upgrading. Other than that, I also went up to finance department to find the credit card slip and guest's transaction for Ms. Jasmeen.

2/8/2023 (Wednesday)
Morning shift (7am-3pm)
Today was my last day of internship, as usual I performed the check-out process as usual. Today expected arrivals were only 48 and departures were 39. FOM asked me to went up to the finance department to find the Thomas Cook India Ltd. registration form to charge their meeting room used. Other than that, I also need to do the clearance. I have to go to HR department to get the clearance form and went to Finance Department, Lost and Prevention Department, Front Office Department, IT Department and Housekeeping Department to get their signatures. I have to return back the uniforms, lift card, access card and nametag.

3/8/2023 (Thursday)
Public Holiday (TYT's Birthday)]]> 2023-07-08 14:47:53 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2640861764 afinilatfee163 https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2656501422 2023-08-05 15:36:06 UTC https://padlet.com/afinilatfee163/zhs11nancxdef9mo/wish/2656501422