Internship I,II

Internship I

Food and Beverage

I had my internship in Temptations at Taylor's University. Temptations restaurant is a working classroom where Taylor's Tourism & Hospitality students learn to cooperate as a team to prepare and serve meals for the Taylor's community of staff and students. The event that i usually do during the internship is buffet setting. So, what is buffet? Buffet is a system of serving meals which the food is placed in a public area where the guest usually serve themselves. The task that I had been completed is the buffet standing event. Before the event start, I have to do the catering checklist so that I can list down the equipment that I need to set up for the buffet. The name of the event is TDS Gradshow. The date was on 7 AUGUST 2015 and the time was from 7.30pm until 10.00pm. The venue was at Taylor’s Grand Hall and there were 330 pax.

For the buffet counter, I prepared 12 square and round chafing dishes while for the cutleries I prepared 12 tongs and 15 scissor tongs for the guest to pick up the food as well as 350 appetizer fork and fish fork along with 25 soup spoons for the sauce. For the crockery I prepared 50 bb plate and 350 appetizer plate as well as high quality plastic plate. For the linen, I prepared 9 white table cloth, 15 colour cloth and napkin for the event set up. Furthermore, I prepared 400 airline cups for the beverage station.Due to this is a cocktail dinner so I prepared cocktail napkin as well as cocktail table flower. The miscellaneous equipment that cannot be forget is stenos, garbage bag, food tag along with black bin container to keep the dirty airline cup along with beverage tray and cutleries divider to keep the dirty cutleries and rectangular plate to place the cutleries. After I done the catering checklist, I will prepare the equipment and place it into a trolley so it will be easier for me to send the equipment to the venue.

White table cloth and napkin

Colour Cloth

The first procedure that I did for set up the buffet is arranging the room for the best flow. Starting with clearing the room that I plan to use for the event after that place the table in the middle of the room. This will allow guests access to the food from both sides of the buffet table and will keep the line moving swiftly. The second procedure that I did is separate another table for beverages station. By placing the beverage table far from the food table, the guests have opportunity to decide their food and put the plate down before pouring a drink so can minimize spills. The third procedure that I did is placing the plates at the beginning of the line. Due to the event is with a lot of people so I set up a buffet with two or three stacks of plates with about 10 plates in every stack. The important thing is put out numerous stacks of everything so that can increase the space of the table and more food or crockery can be placed on the table. The next procedure that I did is arranging the food according to temperature. The first stop on the buffet line should be the cold foods while the hot foods which are frequently the main dishes should be at the end of the table. Besides that, utilize serving spoons or fork as well as tongs so that it make easier for people to pick up their food. Lastly, finish the table with the cutleries along with napkins as well as cocktail table flowers. Check everything before the event start. This is the result that I had been setting up. The chafing dishes are in a neat row and all the equipment are set properly. For the beverage station, the airline cup are arranging orderly so that it is easier for the bartender to pour the drinks for the guest. The round stand as well as glass block are prepared so that can decrease monotony on the table settings. A lot of extra cutleries along with crockery will be placed on this trolley as a side station so that we won’t lack of equipment. These are the cocktail table decorate with cocktail table flower as well as cocktail napkin. This is the VIP table and is setting up with water goblet as well as luncheon serviette and cutleries.

Front Office

During the last week of my internship, I went to Ruemz Hotel to do the front office staff. Ruemz Hotel are a one-of-the-kind application hotel and the brainchild of South East Asia’s renowned Taylor’s University School of Hospitality, Tourism & Culinary Arts (TCHT). The idea behind Ruemz came from its unique hotel-in-a-campus concept. Ruemz Hotel has 84 rooms are not just modern-smart retreats for hotel guests but also serve as a progressive, training seminary for future hospitality management professionals. So, what is Front Office? Front office is a place that the first as well as last impressions count and the receptionist are responsible to guest services and ensure guest's satisfaction. What I had done in Front Office? I was responsible for checking guests in and out, taking the reservations by phone call or by e-mail and dealing with customer’s complaints and problems. Besides that, fill up breakfast voucher and give it to the guest once they check-in as well as tell the customer that the restaurants which provide breakfast. Check the departure and arrival daily. Provide the room rate to the walk-in customer.

Internship II

I was having my second internship in Holiday Inn Resort Penang. This is because i was selected into STUDENT EMPLOYMENT PROGRAMME which under INTERCONTINENTAL HOTEL GROUPS and i was i assigned to have my internship here. First 5 weeks i was assigned to human resources department and last 5 weeks i was assigned to front office department.

Human Resources

The first day in Human Resources Department is about reading. My Director of Human Resource asked me to read about ELEVENTH COLLECTIVE AGREEMENT BETWEEN NATIONAL UNION OF HOTEL, BAR AND RESTAURANTS WORKERS. This is the agreement between the hotel and the workers. While doing the orientation, the Director of Human Resources have to explain the agreement to the staff for example service charge, hours of work, annual leave and more. This is let the staff have better understanding about their benefit. First, I was responsible for notice board. The notice board has to be change weekly. Human Resources Department responsible to print out what event is going on for example bowling or birthday week name list. Besides that, activities for the month, service charge has to be printed out and stick on the notice board. I have to change it on every Monday. I responsible to stick the Stay Real Card on the notice board to let other employee know what they have done. End of the month, General Manager will choose one winner that do excellent service and the winner will get RM200 as reward. Stay Real Card is the department that want to show their appreciation due to the staff help without any return. Second, I responsible to do filling which I will filled the information or details or document of the staff according to different department. Before I fill the personal details of employee in the employee personal file, I have to arrange their document according to the category for example general, salary review, disciplinary action, sick leave and training& development. Moreover, I have to fill guarantee letter, duty roaster, attendance, purchase plus and staff party document into the file. I have to collating 2016 document and fill 2017 document into the file. The 2016 document have to put inside the store. I also have to arrange different type of certificate accordingly used to filling. This is because it will be easier for IHG officer to check whether they done their online course. Third, I have to check the receipt from hospital and clinic is tally with the invoice or medical chit. The clinic will send the invoice to the hotel end of the month and I have to clarify the price and name whether is correct and account will proceed to payment. Forth, I responsible to do name tag for the staff by using the machine. Fifth, I responsible to provide medicine as well as First Aid Kit to needed staff. Thus, I need to refill and top up the necessary item for the gym room and pool side in the First Aid Kit box. I will arrange the item for them and record what items I refill in the First Aid Kit book. After that, I require the staff signature who took the necessary item to refill the First Aid Kit box. Sixth, I responsible to send the document to different department in the hotel for example Account Department, General Manager and require their signature as well as pass parcel for delivery. Seventh, I responsible for the employee leave record. I have to record their leave in the system to update their leave taken to get the exact balance leave. The staff have to fill up the form first and pass up to their Head of Department to get approval and after that pass to HR to update into the system. The leave form that we received from the staff we have to update immediately to get up to date balance leave day. Eighth, I responsible to check the medical card. They changed their insurance company from great Eastern to MiCare so I have to make sure the name and IC number is correct so when the time the staff need to be admitted to the hospital, they won’t be rejected by the hospital by claiming that the name or the IC number is wrong. Ninth, I responsible to write the birthday card for the staff who is having their birthday on that particular month. HR will print out the name list and write the name on the birthday card. The person who is having their birthday on that particular month will get complimentary stay (birthday voucher) from Holiday Inn Resort Penang. The birthday card must be signed by all the Head of Department and it only can get the birthday voucher from our General Manager’s Secretary. The birthday voucher will attach with birthday card and will give to the person who is having their birthday on that particular month. Tenth, I responsible to do the confirmation letter. I have to put the staff name, employee number, position, and date according to the probation review form to confirm their position in our hotel which is probation period is three month. After that I have to print out and let the employee sign. Eleventh, I responsible to do the warning letter. The purpose of warning letter is to remind the staff do not repeat the same mistakes. I have to make the warning letter by stated the date, name of the employee, employee number, position and department. I also have to state what incident happen according to the conduct report. This warning letter will be printed out and let the employee sign. The warning letter have to photocopy one and original will give to employee sign. The photocopy will attach with the ability report and filled inside the personal file. Twelfth, I responsible to type letter of Anti-Typhoid injection for F&B staff in hotel. I have to type the letter for government to state that there are five people will going to do the injection. I also do name list for the doctor because the Clinic Ferringhi will responsible for them but HR Department will have to buy the vaccine from Government Health Clinic. Thirteenth, I responsible to do ID badge staff. I have to put the passport photo of the employee and key in their personal details. After that, print it and require Director of Human Resources sign for it as well as laminate it. I distribute to the staff and record it in the book. Fourteenth, I type letter for the staff to open Maybank Account according to the details of employee. Fifteenth, I responsible for SOCSO. SOCSO (Social Security Organization is a Malaysian government agency that was established to provide social security protections to Malaysian employees under the Employees' Social Security Act, 1969. I fill up the SOCSO form and prepared the necessary document for government for example IC, Medical Certificate, six months of Pay Slip before incident happen, Duty Roaster, Attendance and more. According to the staff last SOCSO, follow the same but change the pay slip, incident time and date, Duty Roaster and prepare a new SOCSO form according to the staff incident report. Sixteenth, I update the Car registration number according to the working staff in the hotel. Seventeenth, I in charge of certificate. I have to do the certificate for industrial trainee example Inti International College Penang. Besides that, I responsible to do Non MC Certificate for the staff. There are three type of Non MC certificate which included half year (JULY-DECEMBER 2016), one full year (2016), and two years (2015-2016). Director of Human Resources will analyze the name list. I also have to online search what sentences and words suitable to put inside the certificate to praise the employee who putting off the fire when the incident happen. I have to put the full name of the staff and the name of general manager as well as date. Eighteenth, I help Human Resources Assistant for in charge of trainee. As a trainee, I can explain to them my experience and what they should prepared for next trainee that come to our hotel. The preparation for the hostel is bring the cleaner to clean and tidy the hostel. Next, arrange the room for the trainee and check the amenities and facilities proper functioning or not. During their orientation have to print out the hostel rules letter. The arrival of the trainee, have to find a locker, uniform, bedsheet, pillowcase for them and tell them their department schedule and bring them for the hotel tour and introduce them about details of IHG. When they finishing their internship, make a certificate for them and arrange a farewell party. Have to collect all the hostel and locker key and return uniform to the hotel. Nineteenth, I type the letter about the employment pass used to get the approval of immigration. I have to photocopy all pages of the passport used to renew the employment pass of the staff. The employment pass is going to expired on Feb 2017. The renewal fee is RM625. I also followed my Director of Human Resources go to Butterworth to renew the employment pass of the staff. Twentieth, I also have to check for the overtime allowance of the staff. I check their fingerprint via TCMS System. After 11pm work overtime the staff will get paid. The night shift is from 11pm until 7am and they will get RM3.75 per hour. Twenty-first, I responsible to do the guarantee letter for the staff. Guarantee letter is the document that prepared by HR department which the staff have to show it when admitted to hospital. I have to change the date of guarantee letter according to the date stated on the appointment card. Check the amount which is fixed RM250. Photocopy Guarantee letter and attach with photocopy appointment card as a reference to put in their personal file. Original copy will give to the staff so that they can bring to hospital. I have to top up outstanding amount if the bills is exceed more than RM250. I will follow the same date and name and just top up the amount after that fax to the hospital. At the same time, I responsible for medical chit as well. Medical Chit is for part-timers or trainee used to go to clinic. For the permanent staff if they forget to bring medical pass also can use that. Twenty secondth, I responsible to check the casual worker claim. I have to check their punch in and punch out time from the casual worker book is tally with the thumbprint system that recorded their working time. Used total working hours x Rate per hour = Total amount that have to pay for them. Lastly, Human Resources Department is responsible to organize event. Thus, the event that we were having in last three month included Farewell Party, Chinese New Year we visit Old Folks Home, Townhall which is each department have to update their latest information in their department. We have to do for the preparation to ensure that the event goes well.

Under this department, the main challenge and obstacle that I faced was I am not a fast learner so it took me some time to catch up what did supervisor taught me. Due to there is a lot of professional term and I am not familiar enough with the specific term so when my supervisor asked me to complete the job task I will get confused. In order to tackle this obstacles I decided to ask my supervisor to teach me whatever that I didn’t understand to make sure I complete the job task correctly. This is because supervisor will point out the mistake to let me have the opportunity to correct the error as well as to ensure that my work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision.

While being under human resources, the key skill I learned is Thinking and Problem Solving skills. The purpose why I choose Thinking and Problem Solving Skills is because I have to learn to think critically and creatively to complete the job task that had been given by supervisor. For instance, I use thinking and problem solving skills to identify the warning letter according to the conduct report. With this Thinking and Problem Solving Skills, I can solve my difficulties that I encounter in the task and I able to make the warning letter by stating the employee’s mistakes and warn them do not repeat the mistakes again. I also can define and analyze problems to arrive at effective solutions through this skills thus I won’t be distress in completing the task. Another major outcome was that I gained is Digital Literacy. The reason why I choose Digital Literacy is due to I have to effective use of information and communication technology (ICT) and related technology. I have to record employee leave in the system to update their leave taken to get the exact balance leave.

Front Office

First day in Front Office Department, I been assigned to Operator room. The job task in operator room is I have to record the time of wake up call upon guest request and key in to the system. Besides that, I also do invitation card of cocktail party for VIP guest. I have to observe TV channel whether the channel is clear for guest to watch and fill up the TV channel monitoring record according to different time. Next, I have to fill up the guest request log sheet which I have to write down their request item when they request hotel amenities. I also have to check for PA system so that when emergency happen, the guest can hear the announcement. I receive internal or external call and transfer call to different department or fulfil guest request.The second day in front office I was assign to go to reception. The main job task that I responsible for everyday is performing check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation. Every morning I will to count the float money first which is RM5000 and I will also check the arrival of the day and I will prepare room key card in advance for the arrival guest by writing their room number and wifi code. For the VIP I also will do the same but upon their check in I will recognize them as our IHG member. When the guest is arrived I will ask for their passport or identification card. After that, I will check the booking in the opera system as well as print their registration card and ask them to fill up the essential details for example email address, contact number and signature. Later on, I will I will ask them for the payment of the room. If the guest is under Travel Agent then they no need to pay upon check in due to they already settle their payment before check in. However I still have to collect deposit for miscellaneous charges which is RM100 per night. They can settle it by cash or credit card which pre-authorization (only holding the amount). If the guest haven settle their payment, we have to charge them the room rate according to the system and deposit. After settle the payment, I have to explain our hotel facilities which is the breakfast time and give room key card, wifi and room number. I have to check system if the packages highlighted blue means the guest have breakfast. After the guest check in I have to update their personal details into the Opera system. After that attach guest personal details which is guest registration card, passport or identification card together and let duty manager check. After duty manager check, I can put inside the compartment. During their stay in our hotel, if they have any consumption for example food and beverage then I have to separate the bill according to room number as our hotel have 2 building which Ferringhi Tower and Beach wing and then slot in the bill into the profile of the guest and these bill will be charging to the guest upon check out. I also have to informed operator to barred line if the guest didn’t pay for the deposit. Moreover, if the guest need to check out, I will check is there any balance left for them to settle. If the system show zero outstanding amount I will paid out the deposit for the guest as well as greet them and check out them by asking them how was their stay with us and ask for their feedback. If the system show positive amount then the guest have to pay. I have to print out the bill for them and ask how they are going to settle. For the credit card, if upon check in they pay the deposit more the exact amount that they have to pay then I just key in to the credit card machine off sale and charge the amount. If the amount exceed what I charge upon check in then I have to call to the bank to cancel the pre-authorization and use the credit card to do a new sale and charge the exact amount. Before I charge the amount I have to check the credit card is it the same. I will ask their signature on the merchant copy for credit card. After that I have to post the payment into the system. I will attach the receipt and customer copy and the credit card will be return to them and check out the guest. If the guest want to settle their payment by cash, then I have to collect the exact amount and count the amount that I collected in front of them as well as I will post the payment and let them sign at the receipt and check them out. Any transaction that have been paid will put inside the drawer. After the guest check out or before they check in I have to check into the system to check whether the room is ready for the guest. If the room is not yet ready or need to be clean after check out, I have to inform Housekeeping. If the guest want to extend their stay but the current room is not available, we need to change room for them. Key in to the system via number of nights if the guest is walk in guest while if the guest is booked through Travel Agent then the guest have to deal with their travel agent and the travel agent will deal with our reservation department. This is because hotel only know the room rate that deal with travel agent but don’t know how much travel agent charge to the guest. We cannot reveal the rate info. We charge the room rate according to the occupancy of the hotel. If the guest requested late check out I also have to check hotel occupancy or availability and key in to the system. After I finish my shift I will print cash report and credit card report to check first tally with the payment receipt and paid out receipt. After that used credit card machine to do settlement and all will be attach together to do cashier remittance envelope according to cashier closure. Other transaction will be pass to next shift cashier. Furthermore, I responsible for attending to guest’s complaints, inquiries and requests, referees problems to supervisor or assistant Manager if I unable to assist providing assistance to the guest. For example, I will provide brochure for guest- IHG Reward Club and Holiday Inn Intro Brochure as well as Resort News to inform guest to join our resort activities. If the guest wants to use our hotel facilities I will provide snooker ball for guest with deposit RM50 and bicycle will charge according to the hours they spend on it which RM15 per hour, I will write an receipt which stated date, room number and name of the guest. I will also fulfill guest request by following up their request if they request hotel amenities I will inform the department for example housekeeping or restaurant to send up to them and write the details on guest request log sheet. If guest require any transportation I will recommend them to use our hotel limousine. Any tour information will be provided if they request. Reception also help the guest to post postcard if they agree to pay RM1.20. I will also recommend attraction in Penang Island to the guest and teach them how to take the public transportation and ask them whether they bring enough change for the bus as the bus will not give the balance back to the guest. I will also give Holiday Inn Resort details for example address and telephone number to the guest as it will be easier for them to go back to hotel. I will also help the guest to print out the boarding pass if they need. When there is walk in guest requested to see the room I will also bring them to view the room with the permission of Assistant Front Office Manager. If the guest require to make up room then I have to inform Housekeeping. Furthermore, I also responsible to inform food and beverage department to refill the glass at lobby area which the guest can enjoy complimentary drinks during their stay in our hotel. I also been assigned to decorate room for honeymooner and birthday. Besides that, I receive the parcel at the reception and I will stamp and sign for them and inform related person to come and take the parcel. I also responsible to refill the hotel amenities in the reception’s compartment. I will take the amenities form from housekeeping and take the amenities from them to refill. In addition, I responsible to be the translator which the china’s guest don’t know how to speak English and I will translate for me which I think that is an advantages for me. I also help to baby sister guest’s children if they requested. I also have to write the rebate form to clarify the reason why I rebate for the guest with the permission of Assistant Front Office Manager.

Under this department, the main challenge and obstacle that I faced was learning the proper way of dealing with a demanding customers that they are not satisfied with any of my offer. As time goes by, I learn from my supervisor by dealing with this kind of customers we must be polite, be professional and avoid being too docile but not rude. This way goes also for handling guest complain. After that, the challenges that I face during this department is that I do not know on how to use the proper way of up selling my hotel product to the guests. For this challenge, I overcome it by knowing what the customer specific needs is and educating them on what are they looking for such as providing the pros and cons, price comparisons and tailor what I have answers to their needs, so they can make an informed decision.

While being under front office, the key skill I learned is Communicating skills. The purpose why I choose communicating skills is because I have to communicate appropriately in various settings and modes with guest. For instance, I use to use communicating skills to communicate with guest and handle their special request in order to satisfy them. I also have to use communicating skills by providing them assistance for example provide the information or attractions in Penang Island as well as restaurants that famous around the area. I always build and maintain positive relationships with all internal customers and guests in order to anticipate their needs. Another major outcome was that I gained is interpersonal skills. The reason why I choose interpersonal skills is due to I have to understand team dynamics and work with others in a team as well as understand and assume leadership. Teamwork is very vital as supervisor will divide the job evenly and everyone in the hotel will contribute efficiently as a team member for the benefit of the organization and satisfaction of guest.