Executive Club Lounge until the end

Before I'm going to Jakarta, I already move outlet again to Executive Club Lounge. In Club Lounge only the guest that have a Club floor card can enjoy the Club Lounge. That means the guests who stay in 35th floor until 38th floor. in the Club Lounge the guest can enjoy our breakfast time, cocktail time, and Wi-Fi FREE. Why free?? Because the room's already include with Club Lounge Access. In the Club Lounge can do check in and check out the room also, no need to come and wait on the Ground Floor. Let say the Club Lounge only serve a VIV or VVIP Guest. Operational hours in the Club Lounge is 6.30 am until 11 pm. But, breakfast time from 6.30 am until 10.30 am, and cocktail time from 5.30 pm until 8 pm. At the breakfast time you can enjoy some omlet, bread, danish pastries, salad, fruits, and yoghurt. And at the cocktail time you can enjoy some canape (small food like finger food) and some dessert like cake or marsmellow. But, except breakfast time and cocktail time you can enjoy some nuts, muruku, fruits, soft drinks, and coffee or tea.

?_?

Yesterday I learn about another service from concierge, that's umbrella movement. As a concierge, we lend a umbrella to the guest. It's rainy season here now. And yesterday is a bad day for me, I feel so sleepy and waking up late. I get the headache, I can't stand my headache. I feel so dizziness. When the guest ask me about the way, I just silent and must to hear carefully. Moreover my English is not well, I'm increasing my English.

concierge

Yesterday I was moved in concierge dept. O o..the new place! I must to learn more and more.. Yesterday my senior (Mrs Ghayathri) taught me about the tour for the guest, how to do posting the charge of the tour and limousine service to the system. And then my manager (Mr Saravena) taught me about the map, how to escord the guest in the map, how to promote the tour. Hemm but it's very hard because I'm not local person, so I don't know where is the tour place, and one more thing I never go there! I just silent and proud to him because his way promotion. And in the afternoon I get a problem with the guest, the guest is angry with me because I already forget about the luggage bag. Stupid me! But that's not my mistakeful. The guest must think that we are not handle one luggage only but many, right?! Huft..but just one word that THE GUEST IS KING so we must take care all the guest. And again my senior not taught me yet about that because busy. This is the experience.

Today I've tried to pick up the phone again. This time I handling the telephone alone, because my senior is chatting with the other associate. I really really so nervous. I'm so panic when the guest ask something. My voice already be vibrate. I don't know how to talk with the guest more. I'm forget to ask the name. I feel so stupid, because this is basic, I've learned when I went to school how to take a message from the guest. My mind is blank. I must to improve more. This is something to be remembered for repair and should not be something that will recur later on, I must be a professional person. I hope I will be improve more and more.
Emm..today I already known about Dial Contact Number another outlet, like Housekeeping, Front Desk, Back Office, Concierge, Club Lounge, Room Reservation, Human Resources Department, Sales Department, Finance, Essence Restaurant, Celestial Court Restaurant, and Room Service.
:)

 

A.a let us remember it!!

Today I start to try handle the telephone, I try to handle incoming and internal call. I feel so nervous. And then today I already learn about loan item and TV checklist. Mrs Zalina and Mrs Suzanna taught me about that.
*Loan Item, whatever the item and especially DVD we mut to inform the other clerk before we finished the shift. Then we must see the date when the guest is check out, I mean for the example if the guest c/o tomorrow, we must collect the loan item a day before the guest is c/o, then the morning shift must to check or if possible collect that item. The item that we can lend to the guest is adaptor, connectivity cable (for the laptop), and DVD cassette. We have so many kinds of DVD shows, such as Cartoon show, Comedies show, War show, Action show, Love Story show, and Horror show. Just one that we can lend the DVD to the guest, if the guest want to loan another cassette, so the cassette that the guest have been borrowed must to return first. For the loan item we must to make Article On Loan form for the record.
Especially for DVD we will charge RM 80 and then we must put in the system if there are guest that borrowed it. And for the cable connectivity we will charge USD 100 if the cable is lost. Wow so very expensive right? Because they said that the cable is expensive if we buy their own.
*TV Checklist, we must chechlist the TV checklist book for check the situation and condition about TV programme. We must check it every 1 hour. There are 26 channel in this hotel.
-morning shift at 07.00-14.00
-afternoon shift 15.00-22.00
-night shift 23.00-06.00

O,o Start to Assignment

Two days ago I start to doing assignment, at least I feel useful a little bit, because the training was like do not understand anything, because we're just not know it should be doing, and this is my first time there in the front office. Two days ago I'm looking for material about the phone number of existing hotels in malaysia. But I'm, finished a little bit only because I'm confused which cities in malaysia that I should look for the phone number?! So, I just searching for Kuala Lumpur, Melaka, Negeri Sembilan, and Johor Bahru.
And yesterday I'm off day, lalalalalaaaaaa it feels so happy because I can sleep for 14 hours, and I feel very satisfied.
Today my senior (Mrs Suzanne) taught me about the system,
- how to do in the morning (when we get a morning shift, must to read a log book/communication book)
- how to DND the room
- how to wake up call
- how to block the line of room, it means the guest that don't have a deposit so that room can't doing outgoing call (outside the hotel), just can doing internal call (room to room, room to reception, for the example)
In Sheraton Imperial KL, we have three types of phone numbers that we normally receive during the work:
- main line: room number, ex: 6887
-second line: 4-followed by room number, ex: 46887
-third line: 5-followed by room number, ex: 56887

new experience

Today I already move to front office. My last day is so sad, whereas I just for 3 months in the chinese restaurant but I've got a lesson and experience that is meaningful for me. I already got basic about service and then about set up the table, and about some chinese foods. Before (at the first my training in The Zon Regency Hotel Johor Bahru) I already known about bar and the others that related with wine and beer, and now I alredy known about Chinese Food and service in the Sheraton Imperial Hotel Kuala Lumpur.
AND NOW: WELCOME TO THE NEW EXPERIENCE !! This is the first time I training in the Front Office Departement. I became a telephone operator right now. Whether the work is hard or not? Oh my God, I'm very worry became a telephone operator. Because a telephone operator must handling about internal and external call, must give some information about the hotel (because sometimes a lot of guest ask about the restaurant, function, and facilities), handling about wake up call, handling about message from guest to guest, and the others. All right, I must not to worry about this. Bismillah.