Reflection of Internship

Globally, most of my expected learning outcomes were fulfilled while doing my internship. I have been able to significantly improve my communicating skills by communicate with guest appropriately in various settings and modes. Everyone has different opinions and views so we must have good communication skills to prevent squabble. As an example, one of the guest is really unsatisfied with our hotel because our hotel is undergoing renovation so the guest make the complaint at the reception. With this proper communication skills, I able to communicate with the guest by apologize him and provide him the best service while staying in our hotel. Besides that, I able to improve my Thinking and Problem Solving Skills during my internship period. I think critically and creatively as well as define and analyze problems to arrive at effective solutions. For an example, used to generate hotel revenue, I always upselling higher price room category to the guest by explaining their facilities as well as what benefits what they could get if they stay in that room category. In order to do that I always maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests. Furthermore, I am able to improve interpersonal skills by understand team dynamics and work with others in a team. Teamwork plays a significant role in hotel industry as a team will have to complete the job task together and cooperate with each other as two heads are better than one. In addition, I also gained a lot of unexpected learning especially when I work in Human Resources Department as they teached me a lot that I never learn during my academic period. I get to know employee benefit and have a better understanding that employee did play an important role in hotel industry as they are the one who provide the service to the guest and ensure our guest stay in our hotel pleasantly. Moreover, I also gained Digital Literacy as I have to effective use of information and communication technology (ICT) and related technology. I have to use computer to operate Opera System in Front Office Department as well as the document in Human Resources Department. These skills applicable during my academic studies as well as i have to communicate with friends and i have to think critically and creatively while completing assignment that given by the lecturer. I understand that my SWOT. My Strength will be transferable skills for example communication skills, thinking and problem solving skills, lifelong learning, time management as well as personal traits for example good listener, organised and systematic, warm and friendly, cares how others feel along with knowledge based skills for instance languages, working experience and club and society. My weakness will be lack of some skills for example leadership skill, computing skill as well as getting nervous around people which i don't have confident to do presentation. The way i have to overcome it is to have clear objectives and goals as well as achieve them. I have to examine my weakness and figure out what is my strength. I also have to coverage my strength to build up confident. For my opportunities, Scholar work will be the one as i will learn more about the event which i have to organize and plan as well as networking opportunities. Moreover, STEP Programme( Student Employment Programme) will help me to learn management skill in a hotel as well as meeting new people from different background and personalities. Next, SHINE Award will help me to gain more additional skill that i cannot learn in class as well as it will help me to enrich my mindset. For the threats is uncertain plan for future. Thus, i join for training and workshop used to improve myself from different perspective.

This internship has really helped me to know people from all around the world for example from European country and Arabic country. I able to talk to them and share our opinion. I even baby sister one of our guest children from UK! That is a new experience for me! I even make friends with a couple from Iran and they enjoy my hospitality. Their smile will be my motivation for me to improve and I create a positive hotel image in every interaction with internal and external customers. I even get to know General Manager from Intercontinental Nanjing! They really get impressed with my service and by that I also get stay real card from my General Manager which this stay real card is used to compliment someone who really did effort in their job. During my internship here I got 10 of the stay real card and I really think that my effort did highly appreciated by the management! This is a very valuable experience for me as well because this is the first time I work in resort and I think I really gain a lot of experience. However, I regret the time I stay there is too short if I could stay longer I can get to know more people and I will do my very best to provide them the service. I also get to learn different language while I was in reception because our hotel main target market is Arabic country so I get to learn Arabic language. Although it is quite challenging but for me it is very fun and exciting. I would recommend that the student to join Holiday Inn Resort Penang as an intern to understand professional practice within the field of study. The skill and the knowledge that I gained through internship will definitely help me in the near future because I know that in the future I may and I will face a lot of problem like the one that I had mention just now, it will kept me well prepared and be ready for the future real industry because right now with the help of my supervisor they taught me the proper way on how to overcome this kind of situation in the future and I ensure with these knowledge and information I will work in high proficiency in my future workplace. In addition, The academic studies that i learned during class also benefit for my future as through learning the knowledge in university let me well prepared to involve in real industry.