Internship III

The internship opportunity I had with Holiday Inn Resort Kandooma Maldives was an excellent and valuable opportunity for learning and development oneself. This is my first time of doing an internship abroad. I am pleased and grateful that I was given this great opportunity to join this resort as an intern. I did gained a lot of valuable experience as I been given opportunity to develop different skills through involving real industry. I am blessed that I been meeting a lot of outstanding people from all around the world that support me through this internship period as well as network with professionals working in another part of the world.

1st Department: Resort Call Centre (1 month)

The functions of Resort Call Centre included reduce hustle to the guest through speed response, direct service which is a quicker personal delivery on any of guest request as well as resolved guest complains. Resort Call Centre has centralized integrated emergency systems involved fire panel, emergency bulk sms, voice evacuation system and medical emergency equipment.

Working in Resort Call Centre, I main responsibility is to answer internal and external calls. In order to provide excellent service, I have to understand telephone etiquette. I have to answer the calls within 3 rings and identify hotel, department and myself by using pleasant tone and audible voice. I have to listen actively without interrupting and transfer calls to the right extension or record their requests. When ending the call, I have to reconfirm the requests to action and repeat details furthermore check do they have any additional service required. II have to thank the caller and wish them appropriately. Always have to wait the caller to hang up before disconnecting the call.

Besides that, I was responsible to check for any wakeup call requests and call the guest accordingly. I have to set up the system according to the standard for example notepad, ESCAP requests, OPERA. Notepad is to note down the guest request and after that key in the requests into ESCAP system thus our guest service agent can receive the requests from ESCAP sms. Furthermore, I have to update the RCC Daily Report which included IHG Rewards Club enrolment and Chinese speakers of the day. Moreover, I have to check the Heartbeat score and update in the RCC daily report. IHG Heartbeat score is gaining feedback and handling guests' requests, comments and inquiries. In addition, I have to update the resort log for any guest issues or glitches. After receiving the complains from the guest, informed related department for example Engineering or Housekeeping in order to take action to fix the issue. Follow with the guest and understand the problem caused. The purpose is to put as a reminder if the guest is returned and we have to apologise when they checking out. I was also responsible to give courtesy call to the guest for their arrival, mid stay, last day as well as room move to check how their stay in our resort is. I also responsible to ensure lost and found items are recorded accurately and describe details. Apart from that, I have to monitor TV channels every one hour and update our HOD. I have to follow the SOP for any emergencies by sending emergency sms and proper response.

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 SOP and information which I am not knowledgeable enough to answer the guest inquiries or response in a quick way when there’s emergency happen. In order to tackle this obstacles I decided to ask my supervisor to guide me whatever that I didn’t understand to make sure I complete the job task correctly. This is because supervisor will point out my mistake to allow 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 Resort Call Centre, 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 handle guest complains and provide service recovery if necessary. With this Thinking and Problem Solving Skills, I can solve my difficulties that I encounter in the task and I able to handle special telephone tasks professionally. 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 key in the requests in the system in order our guest service agent can deliver the service to the guest.

2nd Department: Water Sport Centre (1 month)

The function of Water Sport Centre is to provide entertainment and adventure activities for the tourists. Various water sports have been introduced and offered to the guest for example snorkelling, big game fishing, catamaran sailing, surfing, windsurfing, water skiing, para-sailing, fun tube, Jet Ski and more.

During the opening of water sport centre, I was responsible check all the areas around the water sport are cleaned which included no glass on the tables, no life jackets over the catamarans, no snorkel equipment close to the pool, no sand on the benches and more. Besides, I always check all the equipment is set up and in good conditions to be offered to the guests. The equipment included snorkelling gear, mask, and fins. Furthermore, we do have a lot of excursion offered to the guest and the most popular among the guest will be turtle point snorkelling, dolphin cruise, sunset cruise and night fishing. I always ensure we do have enough drinks to provide the trips of the day.

During the closing of water sport centre, I was responsible to clean mask, snorkelling gear and lifejacket in the tank. I have to clean the equipment and check there’re in good condition for instance kayaking equipment, fishing equipment and more. Moreover, I have to update the log book with broken or missing equipment or incidents happened and feedbacks from guests. I also send the email to Marine Department to inform them about the schedule for next day.

Throughout the day working in water sport centre, I have to always check the booking list for the guest names and room number if they join the excursion. I have to brief to the guest about length of the activity for example local island will takes around 2 hours, which they will be guided by local guide once reach the local island and provide information about the payment. After they come back from the trip, seek for the feedback of the activity and offer other activities that they interested. Due to this department involve with water thus we have to emphasize the water safety when we are explaining the excursion. They have to follow the safety procedures in order to prevent any incident happen. It is important to explain in a professional way as we have to provide best professional service to the guests and get their best satisfaction.

Under this department, the main challenge and obstacle that I faced was physically tired. Due to I am not really an active person in sport activities thus I get tired easily when I have to bring guests for excursion under the scorching sun for example doing the snorkelling trip. In order to tackle this obstacles I always have balanced diet, hydrating myself throughout the day and sleep early to maintain healthy lifestyle and keep fit.

While being under water sport centre, the key skill I learned is Lifelong Learning. The purpose why I choose lifelong learning is because I have to learn independently as well as locate, extract, synthesise and utilise information effectively in order to perform well. I also intellectually engaged. For instance, I use this skills to familiarize with the price and details of the excursion in order to upsell for the guest who have intention to join for the trip. I always ask questions if I have doubt about excursions’ briefing or information.

3rd Department: Front Office (2 months)

As a guest service officer in front office, we are the first hotel workers which will greet the guest upon their arrival. Guest Service officer represent the first impression of the hotel itself. Our main responsibility will be deliver above-and-beyond service to ensure customer experience will be worth remembering.

Working early morning shift in front office, I was responsible to arrange pre-arrival packs in guest’s preferred languages and prepare room key card for the day. The pre-arrival preparation included arrival registration cards with summary and welcome letter if the guest is IHG member. Next, if the guest is on the way from airport and we been noticed prior to arrival, we have to check the OPERA system for the room status and coordinate with Housekeeping on room status. We have to ensure all the registration card are ready and room keys program properly and after that attached the key card to registration card. For the 10 minutes arrival guest, we have to check in the guest in OPERA system once the room status is inspected. We have to inform the Food and Beverage Department for the welcome drinks and place all the arrival registration card on the table. In order to perform check in procedure, I keep practicing these steps until I get familiarize.

Working late shift in front office, I was responsible to prepare departure letter for the following days. Departure letter will be send to the guest room in the evening to inform them what time they have to check out from the room and what time the will be leaving from the resort. Moreover, I was responsible to prepare room move letter for the following day. Room move letter will be send to the guest room in the evening as well to inform them what time they should check out from the room and what time they can get the key for the new room. I also responsible to prepare registration card for the following days’ arrival along with write summary for the deposit charges. Next, I prepared the key card insert for tomorrow’s arrival. Additionally, I was responsible to cross check departure registration card with departure report. I also have to send email to release preauthorization. For the customer which have late boat to leave the resort, we have to create PX account for them as they can still spend in our resort and settle their payment after check out.

During the early morning or late shift in front office department, we have to always ensure we have efficient beach towels which can provide to the guest. Besides that, we have sufficient paper for printers and stationaries. We also have to ensure we have enough brochures for example F&B Meal plan, recreation, and retail shop. We also must have the knowledge of arrivals and departures for the day as well as the room targeted for upsell. Moreover, as guest service officer, we have to carry the room orientation. Answering telephone in a standard procedure is necessary. In addition, updating the profile of guest upon check in and processing a payment in OPERA after the guest checkout.

In order to maintain hotel brand standard, as guest service officer we have to always smile and make eye contact with the guest when we are serving them. No matter what circumstances we must be polite and be professional with our service in order to anticipate their needs.

Under this department, the main challenge and obstacle that I faced was learning the proper way of dealing with a demanding and dissatisfied customers. As time goes by, I learn from my supervisor by dealing with this kind of customers we must be polite, be professional and remain respectful and courteous. This way goes well for handling guest complains. While handling guest complains, we can use this principle which is ILEAD. First will be identify the guest concern, second will be active listen for their concern, third will be empathize which understand guest’s situation and feeling, forth will be apologizing honestly for the situation that has occurred and fifth will be deliver a solution and follow up with the guest to ensure the problem had been resolved. Furthermore, the challenges that I face during this department is that I don’t have the proper idea on upselling my hotel product to the guests. In this situation, I overcome it by identifying what’s the customer specific needs is and educating them on what are they looking for as an example providing the products’ pros and cons, price comparisons in order to satisfy the guest on responding at each point of their expectations, thus they can make an informed decision.

While being under front office, the key skill I learned is communicating skills. The purpose of choosing this skill is because I have to communicate appropriately in various settings and modes with guest. For example, I have to use communicating skills to communicate with guest and handle their special request in order to please them. I also have to use communicating skills by providing them assistance for example provide the information or recreation activities that we have in the resort. I always pay attention and listen to customer as well as deliver our service on time in order to build positive relationship with them. Additional major skill that I gained is interpersonal skills. The reason of choosing this skill 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 everyone will contribute competently as a team member for the benefit of the organization and satisfaction of guest.