SIP Portfolio

1. Introduction:
1.1 Objectives of the Portfolio
- To attain practical training and exposure in relation to the hospitality industry.
- To apply the knowledge and skills acquired through the course of study in a real working environment
- To experience the challenges of the industry and to interact with people in the industry
- To become an asset to The Gallery Hotel Pte Ltd, instead of a liability
- To be responsible for my own actions and extent of learning

1.2 Preparation of Portfolio
In preparation for my SIP portfolio, I have adhered to the guidelines and submitted my monthly E-Journals promptly. These E-Journals have served as the basis of my learning and reflection, thus helping me to keep track of my experiences throughout my SIP.
In order to maximise my learning and make full use of the time I have through SIP at Gallery Hotel, I have also decided on a few qualities and characteristics I must possess to survive and to do well for my SIP.

Firstly, I define the most important characteristic and quality to possess is my attitude. This is because I believe that attitude is the key to altitude, as well as how my SIP experience will be defined. By possessing a positive attitude, embracing whatever comes my way in terms of work and learning, I have successfully created a positive learning environment for myself. This would mean that I would look towards every assignment as a challenge or test, rather then just another piece of work. This way, I realise that I can maximise learning in a way, and have something to look forward to everyday. Attitude defines altitude.

Secondly, humbleness is also an essential characteristic, reason being that I am new to the industry and am here to learn, to absorb and experience the life in the hospitality industry. Simply put, I know nothing as compared to those currently in the industry. Therefore, it is wise to approach SIP with humility, ready to learn, appreciate and foster. “Life is a long lesson in humility.” – James M. Barrie
Thirdly, responsibility is an essential quality. Responsibility here in my opinion refers to how much I am willing to put in effort, and how far I am willing to learn. In concurrence to my portfolio objective, I take responsibility for my extent of learning, as well as for my actions. This would ensure that I am enthused to putting in my best for SIP. “The price of greatness is responsibility.” – Sir Winston Churchill

2. Reflections of Learning:
2.1 Overview of the Industry
The reason why I have joined the Hospitality Management course was the interesting fact that the hospitality industry had a lot to do with interaction between people. Being people-oriented, I liked the interaction I could get out of the industry, be it between guests or colleagues. Gradually, I developed the passion to serve, smile, and make people’s days.

From what I have observed so far, the hospitality industry encompasses long and irregular working hours. Perhaps this inconvenience is getting to many of the current hoteliers I have met. What I had meant was simply that many put on a façade, or are “two-faced” in layman’s terms. In front of a guest, they present a remarkably amazing service image. However, once the guest’s back is turned, the curses and scowls after the guest is a tad too much for me to bear. This attitude is very common in the hospitality industry in Singapore, and has a downbeat impact on our service.

I believe that an important essential of a hotelier’s survival in the industry would have to be passion. One must have the passion to serve and to make sure they take good care of their guests. This passion will be the essence to keep a hotelier focused and help him enjoy his work in the hospitality industry. This same passion for making others smile and feel at home is the drive which keeps me going strong for the service industry.

2.2 Learning Points
Over the five months of SIP, I dare say I have learnt a lot from the whole experience. I have gained much knowledge and skills, industrial experience and even lessons of life. All in all, SIP has been a significant learning point in my life, and the opportunity is deeply appreciated. Now, I have clearer sight of what I want for my life, and what the industry really is about. It has a goal, and the vision of the type of person I want to be in life.

Working in the front office department of Gallery Hotel, I have covered both frontline and back of house duties. Being able to experience both is a good viewpoint due to the fact that I have an idea of how both Front Desk and Reservations work as a team. I have come to realise that being in the frontline of the service industry is extremely challenging yet satisfying, in terms of handling guests. I enjoy this area of the service industry, although it is good to take a break and rotate to the back of house duties for a change of atmosphere.

“To become a service provider in the industry is not hard, but to be a service provider is.” Simply put, it is very easy to start working in this industry, due to high staff turnover and lack of manpower in most hotels. However, to be a service provider requires more then just working hard. One must have a certain set of characteristics and qualities, similarly defined alike as the interview criteria when applying for the Hospitality and Tourism Management courses. One must possess a positive learning attitude, a knack for selflessness, and most importantly a pleasant and friendly disposition. This is because first impressions do count, and whatever impression the guests have on me will have an impact on the guests’ service experience inadvertently. As usual, passion for service plays an infinite role in our career of the hospitality industry.

An example of the impact of this passion was when I received verbal compliments from a family leaving the hotel. Might I quote, the guest and family said,” You go back and tell your teacher that you have made four people on holiday very happy. I’m sure you will do well for your school attachment.” I was exhilarated to hear this compliment addressed to me, and it definitely intensified the passion to carry on what I am doing not for myself, not for my career, but for these people.

An area which had plenty of impact on me was my stint at the concierge. I felt most at home working there as I had the freedom to interact with guests, the opportunity to satisfy their needs, without much limitation like procedures and processes such as checking in a guest. The style of serving guests at the concierge is very straightforward. Guests would approach the concierge for help, be it booking tours or seeking information, and it is up to the concierge to please the guest in the finest way possible. Over there at the concierge, I have learnt that I define my own limitations. If I say I can, and if I say I can’t, I am absolutely right. Similarly to the style of serving guests at the concierge where there is no limit as to how far I can reach out for the guest, I realised that I can apply that same style to any part of my life. Whether it is being industrial learning or life lessons, I define my own limits using this attribute known as self-belief. Such a simple attribute, yet carrying such a profound impact in one’s life, is often overlooked my many.

Another important learning point is to pass on what we have learnt. It helps to keep the industry alive, and to a certain extent, keeps the standard. Everyone goes through a cycle of learning and growing, but what keeps this cycle obtainable is when learning is passed on. I have learnt that competition between individuals is not constructive because everyone just wants to get the better of others. It is conflicting with what the industry requires of selflessness. However, the competition that we should own is against ourselves, the competition to prosper and beat our own limitations of learning, of sharing. If this could be achieved, then the attitude of service personnel within the industry would be greater improved, and as a result increase the level of service.

2.3 Applications of Knowledge & Skills
To begin with, Temasek Polytechnic’s core subject of Communication Skills has certain come in handy during SIP. The communication skills such as conversing with other people, as well as resume writing has been put to great use, securing myself an internship with Gallery Hotel. Another subject which has proved itself useful was Computer Systems & Applications. This subject has assisted me in laying the technological foundation and advantage, by equipping me with knowledge of Microsoft Word and Excel. These programs have been utilized frequently throughout my internship and I am proud to be able to manage these programs efficiently.

I have been able to enjoy the benefits of the Business Etiquette & Service Excellence subject as well. This is because the subject has prepared me well in terms of grooming, and I was able to meet the grooming expectations of my Front Office Manager, as compared to some of the existing full time staff. Another subject which has come in handy was Organisational Behavior, whereby I was exposed various behaviors of my colleagues during my SIP, significantly reflecting what I have learnt from the subject and thus being able to respond and react effectively.

The knowledge I have acquired from the many hospitality related subjects such as Innovative Lodging Systems & Operations and Hospitality Facilities Management, has provided with a basic overview of how different areas and departments of the hotel work together. Thus, it has helped me in my understanding of how operations are being carried out within individual departments, as well as how exactly the departments co-operate each other.

2.4 Identify Needs for Continuing Education/Personal Development
Throughout my internship, I have come to realise that although passion for serving others is essential in this industry, it is not enough for survival in the industry. On top of passion, I must have the basic knowledge of various aspects of the hospitality industry. For example, I need to have interest not only in guest services, but also in Food & Beverage knowledge, wine knowledge and even technical operations of the hospitality establishments. Therefore, there is a need for me to further my studies of these various aspects to that of at least a degree level. With these essential knowledge, I can be more certain about my securing my future in the industry.

I would also very much need to keep up with current affairs and keep up to date regarding happenings within the industry. Therefore, in order to keep up with these demands, I have decided to cultivate the habit of reading the newspapers, acquiring general knowledge good for my awareness.

I have also developed an interest for personal development. Reading is one of the fine ways to improve myself. In my free time, I will head down to the library or bookstores to pick on self-improvement books. This is because I believe learning is a lifelong journey, and there is always a chance for improvement in some way. Another relative way of personal development is keeping fit and staying healthy. This is because I believe too that a healthy man is a happy and focused man. Such habits will definitely aid me in my future needs and goals as well.

2.5 Mini Project
During my stint at the reservations department, I had difficulty remembering procedures for data entry of reservations, as it could get confusing at times. I had so much trouble till I decided to create a checklist originally for myself, for my own reference in times of need. I approached my reservations colleague to teach me the various procedures once again, this time noting it down all on paper. With her guidance, I was able to fully understand the different types of reservations like Free Individual Traveller and Travel Agent reservations. Thus, I have come up with two simple yet useful lists for reminding myself of the different procedures. The two informal FIT and Travel Agent checklists that I have churned up are listed in Appendix 1.3.

I had found these checklists very useful personally, and appreciated having them around. I thought it was good to share so I had them photocopied and passed on the next trainee whom was attached to reservations, hoping to be of help. To my delight, my fellow trainee was appreciative of the checklists and found them to be helpful as well.

This may not have been a live-project done for the organisation, but it was a significant activity I had carried out for myself, as well as for my fellow trainees. At least, I know that the checklists have helped to ease entry of data and reservations. It had been an activity which benefited not only me, but others as well. Therefore, I found this contribution to be significant enough as my mini project. Learning and sharing is the best way to learn, as we have both input and output, two different manners of improvement. Learning is a cycle whereby we learn, and then we teach and pass on. Let us not break this cycle, for the sake of ourselves and the next generation.

2.6 Environmental Analysis
Environmental awareness is greatly encouraged to everyone, as it is a problem we all face but take for granted. Earth’s resources will be depleted sooner then we think if we do not step up and take action in conserving our resources. Gallery Hotel has taken certain measures to do their part in the conservation of resources.

Firstly, staff at Gallery Hotel has been instructed not to waste paper at every opportunity possible. For instance, the reservation department constantly recycles waste papers which may have been printed on one page only. They would use the remaining blank page to do their printing and filing, as these papers are only for the reservation department’s use internally, thus not causing any inconvenience to other staff. I find this practice very beneficial as it really does save a lot of paper, considering the amount of paperwork to be handled everyday.

Secondly, Gallery Hotel takes careful measures to save on plastic and paper utensils such as plastic cups, utensils and plates. For example, the utensils found at the staff canteen are made of glass. This ensures that the utensils are constantly reusable, instead of throwing away any used utensils.

My opinions of environmental concerns are simple; reduce, reuse and recycle. It environmental awareness is focused around these three R’s, environmental conservation would be moderately easier. For example, Gallery Hotel has reduced possible wastage of electricity in the guest rooms, by using a key card system. In order to have electricity in the room, the guest is required to place his key card in the key card slot just next to the door. Therefore, when the guest leaves the room, he has to take his key card with him, ensuring that the electricity goes off.

A possible environmental concern might have is their waste disposal. The entire hotel’s waste would go to the ‘garage’ where the security entrance to the hotel is, and would be dumped there for a whole day till the next morning when a rubbish truck would come to clear the waste. This area where they store waste temporarily can be seen by anyone who happens to walk past the area, because there is no barrier or barricade. It is neither a pleasant sight nor smell for anyone who passes the area. Perhaps what they could do to avoid this problem would be to draw the shutters for this area, and also ensure that all rubbish is tied up in large and secure garbage bags before being stored there.

3. Conclusion & Recommendation:
3.1 Identify Issues of Concern (syllabus related/industry related/personal)
An important issue of concern in my opinion would be proper training for new staff members of Gallery Hotel. Currently, Gallery Hotel does not provide any form of training for new staff, besides on-the-job training. I do not object to on-the-job training. In fact, it is a very good method of cultivating the new staff member’s learning and performance. However, I do believe that if a proper preparatory training programme and orientation is incorporated for the new staff, in conjunction with the current on-the-job buddy system, a new staff member’s training and learning would become much more comprehensive and functional. Considering also that the Gallery Hotel’s staff turnover rate is relatively high, it might be a good decision to introduce a training programme for new staff members.

Another concern which calls for a proper training programme would be the amount of guest complaints received at the front desk. Many of these complaints often relate to poor service usually by new staff, specifically referring to slow and incompetent service, as well as failure to meet guests’ request and expectations. I have realised that this problem is caused by a vicious cycle common to many establishments. There are complaints due to the fact that guests are unhappy with our staff performance and incompetence. Our poor staff performance and incompetence is caused by poor or inadequate training provided. Poor and inadequate training would result in guests’ complaints and the cycle would be an ongoing concern.

The last concern I want to raise would be the working relationship between departments within the hotel. I have observed that in Gallery Hotel, the departments work almost individually. This means that the various departments usually tend to their own problems and work, and hardly help out in other departments. In other words, to each his own. For example, I have encountered a situation where my housekeeping executive called down to the concierge requesting newspaper for the guest. Unfortunately, we had run out of newspaper for the day. When I reported the inconvenience back to him over the telephone, he exclaimed that that was the problem of the front office, not his. I was very taken aback by his words, and felt a surge of irresponsibility on his part because after all, we answer to the guest as a hotel, not as individuals. If the various departments learn to cover and help out in each other’s difficulties, surely the working relationship between departments would improve, as well as guest services.

3.2 Career Goal
I have a clearer picture of my career goals now due to experiencing SIP, and seeing the opportunities opening up one by one. A certain example would be the Integrated Resorts, which would give me the opportunity to begin and step into the industry to gain experience.

After gaining about two years of experience, if all goes well, I would like to undertake a degree to further myself in relation to my career. If I have performed well, and the company wishes to sponsor my further studies and secure a place for me in their company, it would be splendid. Of course this would not be what I plan and expect to achieve out of the company, but it is merely a benefit of a brighter picture.

After attaining my degree, I would head back out into the industry with the assets of two years of experience and a degree. These are just plans for the future, and are subject to change depending on circumstances. One would never know if fortune might come knocking on their door. Therefore it is wise to never burn your bridges; meaning to say that one should never sever ties with any acquaintances, for example ex-employers. This is because we never know if they might be the ones who could present us with an opportunity prospect.

3.3 Feedback on SIP
SIP has been a great experience generating wide exposure of the industry and the preparatory phase before we actually go out and work. I feel and strongly suggest that Temasek Polytechnic should continue conducting SIP for future students as the benefits are rich. Another feedback would be to extend the period of SIP as five months is considerably too short to call it a proper working experience. Six months to a year of SIP would be ideal, although time may not be of essence.

Another ideal amendment would be to increase the number of classroom sessions, as I have found them very useful, benefiting from the sharing of experiences between my fellow students. It is also an encouragement to see my fellow students altogether once again, and it acts as a morale booster to know that I am not alone in my SIP journey. It is a wonder how friends and family can play such a big role in our own individual journeys.

I have learnt, grown and matured in a certain way which no other event of life could have provided. Each task and phase of life brings different challenges and trials, and it is up to me to overcome them and progress in life. I am glad that I have overcome the SIP challenge, and I know that I am ready for my next challenge in life come what may. The procedure of life is simple. There is no going backwards or turning back of time. The only path is to advance forwards and meet any inevitable obstacles. It is then up to me to find a way around the obstacle regardless of whether I go over, under, or around the obstacle. As long as I learn how to pass the obstacle, I know I have achieved something and that is how I will lead my life.

E-Journal 6

Guess now I'm down to my last E-Journal, and the mixed feelings are still lingering. SIP at Gallery Hotel has indeed proved very useful. I have learnt many technical skills, such as standing behind the reception counter, attending to every single detail and work which needs to be done there. That provides me with quite some customer interaction too, although I did not really like it at first as compared to the customer interaction at the concierge counter. I have learnt how to deal with a working schedule, how it works in conjunction with your personal life. I have learnt much more then just front office operations, due to interaction with other department staff and operations, such as liasing with housekeeping and food and beverage departments.

Besides technical skills, I have also developed people skills, or communication skills. As I have mentioned in my previous journal entry, I have opened up abit more, and start talking to guests or colleagues instead of waiting for them to talk to me. This is an important skill to acquire in my opinion, because everywhere you go, and whatever you do, you will require good communication skills. This ensures that we get understood, and what message we want to bring across gets across. So be it in HTM industry, or Marketing industry or business, communication skills is an essential.

Next, service. Many people say our industry is about good service, proper procedures of service, etc. I feel that our industry is much more then just service. Our industry involves not only service, but relations between customer and supplier. Our job is rather to help the guest in his needs, then just providing him with room and service. Those are just hospitality essentials, where the relationship between us and guests proves the gap between essentials and excellence.

The experience I have gained is invaluable, due to the reason that this is a one time opportunity. Throughout my learning journey, everyone along the way has helped in a way or another. From my colleagues guiding me along the way, to my managers teaching me, to my liason officer showing me what I should do and what I should not do. Everybody has played a part, and my thanks goes out to them. Learning can come from another person's experience. For example, my colleague experienced an unreasonable guest and he learnt how to deal with it. In turn, he shared his experiences with me, and I had a better idea of what to do and what not to do. When perhaps I am out in the industry, and there is someone who needs help or guidance, I could in turn impart what I have gone through to help out that someone. I have realised that the hospitality industry involves a you-help-me and I-help-you attitude, if not we would probably face more difficulties surviving than we already have.

I would like to end off saying that the experience I have gone through is priceless and invaluable, and it has definitely been an eye opener. I have tasted the some 'pleasant' and 'unpleasants', and it has prepared me for more. More useful essentials would be owning a positive learning attitude, know your products, why you are doing what you are doing. Most importantly, enjoy what you are doing. It works wonders. I have had fun and pain throughout the attachment, lots of memories to keep, and many new friendships. Cheers to you all!

E-Journal 5

The ending period of SIP is a period of mixed feelings. One of relief, relaxation, and yet receding joy. I remember throughout the beginning of SIP, in the midst, and towards the end I have been anticipating the end of SIP, the freedom and change of lifestyle back to my school life. It seemed such a nice picture for me then. Now, I have realised that SIP has moulded and shaped me in a way I did not expect. I thought that my experience in SIP would be to go through training of how the hotel works in the industry, how tourism and hospitality work hand in hand, but I have learnt so much more then just the technical aspects.

SIP has given me an opportunity to learn other factors such as life skills, and communication skills. For example, I am usually a quiet person, otherwise known as an introvert. My experience at Gallery Hotel has allowed and developed me into someone who is willing to speak up more then I usually would. This is due to the culture of the hotel where the staff would always talk to each other, irregardless of your position or department. The top management do not throw their weight around, instead during break times and such, they would talk to you as a fellow colleague, not as a superior. Therefore, this common practice in the hotel has enabled me to talk to others more and thus I have become more willing to talk to people rather then to shy away. Of course I would still be rather quiet, but I'd say there is an improvement in my ability to speak up. =)

The last month of SIP, I was mostly posted to the reservations department, due to the major textiles convention happening in Singapore, ITMA 2005. Reservations needed the extra help that they could get, so I was allocated there since I have had quite a few weeks experience in reservations already. Over there, I have the opportunity to learn much basics about reservation bookings, hotel rates and coordination with travel agents. The many weeks that I have been at reservations has proved useful. I am amazed at the way I can handle bookings now, as compared to my training and learning days at the beginning. I usually would have questions for everything little thing, but now I have learnt and I try to do it with confidence. Now I only ask when I do not have the authority to complete my task. For example, a caller asks if there is a room for the night, I would consult my colleague first, before accepting the reservation. This information is valuable to me as I feel I will need these information for general knowledge in future.

Besides technical knowledge, I've gained confidence as well. Confidence in myself, confidence in my job. I have always had an issue with confidence in the past, but now through repetition and my job requirements I have developed a sense of confidence as I complete my tasks. Learn to rely on my own decisions and be responsible, rather then to always push responsibility to superiors.

Therefore, I would say that my SIP experience with Gallery Hotel is priceless, because each individual's experience is incomparable to another's. Everybody goes through the same SIP program, but what they learn out of it cannot be compared with another because of the different company they go to, the different people they meet, and the different environment they learn in. I have had my share of SIP, and though I'm looking forward to go back to school rather then to work, I have to say that the experience I have gone through due to SIP is so much deeper and meaningful. I have not just gained experience in the industry, I have also gained some sort of maturity.

E-Journal 4

Pardon me for such a late submission. I've been caught up with work and personal matters, but I know it is no excuse for a late submission of E-Journal.

Anyway, it has been a huge ride up and down this rollercoaster SIP! So many different experiences during work trigger so many different learning points to ponder about. I feel however, that all of these still boils down to one important factor.

Attitude. Without this, we can't get far in ANY direction we try to head for. For example during my experiences, I've made choices whether to do something or not to do. Attitude affected these choices. There was once i was on my way to have my break, and I saw someone looking puzzled standing at the business centre. I could have been a good employee with a good attitude, and gone over to assist the guest. However, I felt tired and furthermore it was my break time, so I pretended that I did not see anything and went for my break. After loads of reflection, I've realised that what I had done was not right in the sense that I don't practise what I preach. I talk so much about attitude, and mental willpower but there I was, committing the same mistake I tell people not to. Therefore, I've taken the opportunity to learn from this mistake. The next time I saw someone standing at the business centre looking puzzled, instead of heading straight for my break, I made a detour to help the guest. The guest was all smiles as it was a busy time and he couldn't catch any staff's attention at that point of time. As I made off for my break, I felt a good sense of achievement surge through me. Why? Simply because one, I have learnt from a mistake. Two, I managed to help someone seeking help. Three, this is precisely the reason why I'm here at Gallery. To learn, to serve, and to understand what the industry is about. This is my understanding of the industry, the hotel doesn't provide the service, we do. If we can't bothered to, then why are we here?

Another point to bring up would be system, or rather, standard operating procedures. These are easy to come up with, but not as easy to follow. I feel that we have abit of trouble with standard operating procedures, as things can get abit messy. What with everyone having their own style of doing things. Of course we have to respect our colleagues, but at the same time, we still have to stick to procedures which are there for a reason. So, that is another challenge we all face at work. A way to overcome that is quite easy actually. As long as we stick to the standard operating procedures, we shouldn't go too far wrong.

Discipline at work is an issue too. Sure we can have fun at work, that is the best condition to work in. As long as we all practise a little self discipline, we are all good to go.

Lastly, politics is an issue in the working world and will always be. No matter what kind of office conditions, politics is bound to lurk somewhere. We just need to know how to avoid it, or work around it, not with it.

Politics is inevitable, but whether you want to get involved with it is optional!

This are the things that I want to highlight in this journal, and more to come! I'm having mixed feelings about SIP now. Half of me can't wait for it to end, because I'm so drained everyday after work, having to smile 8hrs and more repeatedly. That is quite alot of smiles! but I am not going to complain, because you never know when someone will make your day just like how you can make someone's day with your smile. cheers!

E-Journal 3

And I am back here typing my experiences for the past month. phew! This month has been an eye-opener for me. Probably the month where I start learning more concepts and mind skills rather then the physical training of do's and don'ts in the front office.

Firstly, I'll talk about handling customers. This month I have seen some of the toughest guests that I have ever seen in my experience with customer service.

There was this guest who was quite a difficulty. I saw him coming into the reception area, and I greeted him with a smile and ," Good Afternoon, Sir." He nodded and I proceeded with the checking-in procedures, like registering his details. Then came the onslaught when we asked him for a cash deposit or credit card imprint to guarantee his stay with us. He refused to pay and said it was ridiculous, because every hotel in Singapore he went to asked for this extra deposit.[but it's the normal procedure in most hotels!] After awhile, he started getting nasty and stereotyped us Singaporeans. He mentioned that all we want is to hold his money and blah blah. You get the idea. When I heard it I was boiling inside, because this issue does not concern how we Singaporeans work. However, I kept my cool as I knew I couldn't do anything. My colleague got more of his nonsense, perhaps because she seldom smiled and she definitely wasn't smiling talking to this guest. In the end, our manager was called upon to handle the guest, and even she was not spared from the verbal onslaught. However, I learnt something really important. My manager kept her cool, YET made her stand. Finally our sales manager who had some understanding of this particular case came down and took over, speaking to the guest. She managed to talk some sense to the guest and appease him too, but what I really learnt here was the way my manager handled herself and the hotel policy. It was that bad that I thought she would go into the back office really angry or break down inside. BUT she didn't. She smiled at us like nothing had happened. That was when I learnt the concept of our service industry. That we cannot take these type of situations too personally. THIS IS PART OF WHAT WE DO IN THE HOSPITALITY INDUSTRY. Meaningful lesson learnt here, and I've managed to apply it a couple of times! So I'm happy. Haha!

Secondly, I'm starting to understand and define the word service in our context. I start to see the difference between a five-star hotel and a four-star hotel now. I am seeing where we have gone wrong, what we should or should not have done, and more. I feel that an impacting factor for this difference is the hotel culture.

If the culture in the hotel is that staff do not talk or joke around with each other, always minding and doing only what they need to do, then there would be something wrong for the hotel.

If the culture in the hotel is that staff like to talk and joke with each other, always helping and doing not only what they need to do, then there would something good for the hotel. And that would be better service. This is because, in a way, I feel that a person's character and personality can influence his working style as well, thus impacting their service standards.

Thirdly, I have realised that I am beginning to open up and talk more. Usually I'm a quiet person, minding my own business at one side. Now, I feel that I talk more to my colleagues, dare to speak up to guests more, asking them how is their day and so much more. This is good as it can improve my working abilities and interaction skills with guests.

All in all, this is an eventful month for myself and I'm looking forward to the next! Just two more months to go everyone, hang in there. =)

[I've come to realise that making the special effort to reach out, press the lift button, and holding the lift for guests can really make them smile. haha!]

"This is part of what we do in the hospitality industry. Fun yet challenging at times."

E-journal 2

Hi everybody. =)

A month has passed so quickly and I'm back here again to log down my learning experiences. It has been pretty much the same here at Gallery Hotel, been doing the same job more or less. But like I feel, learning never stops. I could be doing the same job everyday, but I'm doing it with different guests everytime.

Well, so now I've got more exposure to the front desk, as compared previously where I was either at concierge or reservations most of the time. What I have got to say is that, the front desk job is not easy! Just sit at the lobby one day, and look at our faces while we work, trainee or full-timer alike. It is not that we do not want to smile to guests, but it is due to the stress and pace of the front desk job that we look so stressed up forgetting to smile.

The word I could use here is "multi-tasking". At the front desk, I have to do so many different things at the same time. Reason being that we handle all the phone calls to the hotel, all the check-ins and check-outs, all the enquiries of whoever walks over to the counter and so much more technical procedures.

However, one thing that I have learnt is to work fast, and another is to think smart. Because when you think smart, you work smart. Why I have learnt to work fast is because, at the front desk, work just piles up continuously. If you hang around and do nothing, you are going to be in trouble because nobody is going to complete your work for you.

Responsibility is what I have learnt and touched on at the front desk too. This is because even though you have gone home from work, you may still receive a call from your colleague trying to follow up on what you have left behind. So the bottomline is, we have to be responsible enough to complete our assigned tasks with responsibility. Do it well and good, and check for mistakes, because if we do not, we would inconvenience our colleagues and they would have to clear up our mess at the start of their shift. So, keyword here is "Responsibility".

Another thing is that I am improving on my customer service skills, due to working at the bell desk. There was a few times I would be stationed at the bell desk/concierge, and those were the times I could practise being polite, and helping guests to whatever extent they could need. For example, holding the lift button for them, approaching them when I notice them looking around for some place. I choose to develop myself in this sense, rather then just standing there and complaining why it is still so long till I knock off. Because when you take your mind off complaining, and concentrate on putting in effort at work, not only will you make your guests' day, but you find that time passes faster. So go ahead and make some extra efforts for the guests. In other words, people say, go the extra mile for them.

I would like to end with a special incident during this month of internship attachment. I was at the bell counter again, and I had to do a room change for a guest. I looked at the room change form and I realised it was an upgrade to our highest category room. I went up the the room where the guest was in, greeted him and brought him to his new room. Inside, I showed him around like how I would do a showroom and explained every single detail to him, just because I was feeling good that day and wanted to do something more for him. After that he seemed very pleased, and I left the room. When I was downstairs, ten minutes later, he popped by the bell counter to look for me. He shook my hand and said thanks. In that handshake he passed me $10 tips. Boy I was feeling even better then I did that day. haha..

So the moral is, always go to work feeling good and enjoying your work. because you never know when it might do you good. =)

I still miss my friends. See you guys soon, and hang in there!

"Take pride in our work."

E-journal 1

Hi to all. I have been attached with The Gallery Hotel, and these six weeks have been a fruitful learning experience for myself. The reason I say this is because I learn something new everyday, even while being in the same department for a week or two.

I have been moving within the front office department to various areas like concierge, front desk or reception, and reservations. Each area has its own perks and difficulties, and I must say it is quite challenging to work in the front office. This is because we as front office staff are the first few to display the image of our hotel in our guests' minds. We are also the ones whom will interact with the guests in terms of needs and service.

I started off at the concierge for the first two weeks, and I realised that to be an efficient concierge, one must be VERY knowledgeable. I learnt we at concierge have to be on the ball and must know or find out just about everything we possibly can. This would require me to constantly search for improvement and acquiring essential knowledge to help the guests. I must say that this area has moulded me in a way that I am more disciplined and diligent to read more, to be more alert and sensitive to guests' needs. If there is something I can help the guest with, I should go all the way. Even if I can't help the guest, I shall find out how to do so. A friendly character and disposition helps too! Guests certainly feel good when warmly greeted by a smile from the staff. Just being at concierge, I have learnt so much, including the technical know-hows of handling the concierge or bell counter.

My next area of work was the front desk or reception counter in the third week. This was where things picked up really fast and I had difficulty coping. There was simply too much information for me to take in and remember all at one shot! But it took me some time, and I slowly got used to the pace. Basically front desk is VERY busy, and we would have to multi-task alot of the time. From answering phone calls[because we don't have an operator], to checking-in and checking-out of guests, to preparing paperwork for administration purposes, including handling guests who step up to the counter. phew! Very technical I must say, but nevertheless very interesting and challenging.

My next stop was the reservations department where I learnt about the ins and outs of reservations. The basic of all reservations is to know how to do filing! Pretty tedious job, but with the right attitude, you still can learn ALOT from all those papers you see. I have been taught to do agent and FIT bookings as well as updating of corporate contracts into the H.I.S System[Hotel Information System]. I even got the chance to handle phone calls one day! Very scary, but I managed.

One incident which impacted me was when a guest complimented me for being very helpful. He liked my attitude, and offered me his name card and an invitation to a business preview at the end. He asked me to consider opportunities for my future, and that was one right there. haha! So that was a motivation for me to carry on doing what I like to do, and make people smile. =]

Throughout the internship, no matter how big or small the task we are doing, we can learn something out of it with the right attitude. I appreciate the experience I am gaining now, but I do miss school and my friends. See you guys soon! cheers. =)

"Attitude is Altitude."