Hotel Management

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Royale Bintang Damansara Hotel

21st July 2008 – 31st December 2008

Student Name: Student Number:

Frida Linnea Eklof47025

Prepared for:

Ms. Chris Ong


16th January 2009

My Industrial Training

I started my training on 7th July 2008 at JW Marriott Hotel in Kuala Lumpur, where I was first assigned to start as a CRO (customer recognition) in Front Office. I got to learn about the procedures of welcoming certain guests, such as VIP’s, by preparing welcome letters, flowers, chocolate and fruit baskets. I was only there for one week, and then I changed my training to Royale Bintang Damansara Hotel instead because of transportation and financial problems.

My first department at Royale Bintang Damansara was Housekeeping, I started there on 21st July. What I came to notice first was that all the staff had problems communicating with me in English, but everyone was very nice, helpful and supportive. Even though we had problems communicating and understanding each other they still tried their best to teach me everything they knew.

During my first two weeks in Housekeeping Department, my department head conducted a short training every day for both trainees and staff on how to clean floors, carpets, the pool area and things like that. They showed us the equipment that was used and we all had to try to use it ourselves. I think it was very good of them to have these trainings as it also widened their staff’s knowledge so that if, for example, a staff from public area cleaning would be away, a housekeeper could just jump in and help out. A room attendant wouldn’t just know how to clean guestrooms but also how to do public area cleaning as well.

While training in Housekeeping, I got to learn about linen and laundry for awhile, I also got to refill the mini-bar in all the guestrooms. I was taught how to inspect the rooms, to make sure the room was ready for a new guest. I also had to try public area cleaning, where they taught me how to clean the pool side and the swimming pool, cleaning windows and swiping floors. What I enjoyed the most was to clean the guestrooms, which I did most of my time in Housekeeping. At first I was only making the bed in all the rooms as most housekeepers didn’t want me to clean the toilet, but after awhile I had tried everything and my last two weeks in Housekeeping I was even assigned to clean some guest rooms all by myself. I was a bit slow cleaning rooms alone as I wanted the room to look perfect, but I know I did I good job and I feel very happy and proud over my performance there.

One thing that shocked me in Housekeeping Department was that sometimes the Housekeepers didn’t have enough linen for all guestrooms, so instead of changing the bed sheets and pillow covers they just dusted away hairs and stuff and sprayed a lot of freshener on it so the new guest would think it’s clean. When I saw these things I asked them how they could do in such a way as it’s not hygienic at all, but they all answered me that it was the hotel’s fault as they didn’t want to buy in more linen. Another thing that shocked me was that I noticed the Front Office staff always talked bad about the housekeeping staff and looked down at them just because they were cleaners. For me, I think that the Housekeeping Department is one of the most important departments in the hotel and the Front Office staff must work closely with them to get the guest satisfaction.

This is the picture of a bed inside one of the guest rooms I cleaned by myself

After six weeks I changed my department to Front Office. I was very excited to start there because I would really want to work with that in the future so I had very high expectations about it, however I felt very disappointed with how they handled things there. First it was the staff; I think most of them had the wrong attitude for being...
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