Ha... Uploaded new pics in my friendster again... When i'm free then i update my blog k..
Take care and love you guys.. * * * * *
Wednesday, December 06, 2006
Don't know what's wrong... Can't post up new pics.. Arg. Irritating. Go see pics in my friendster instead... yuPyuP~~!
Operator Honestly, I did not realize there is such an important department existed in a hotel that transfers different types of calls to the respective person/department. Something significant happened when I was in this department. I was supposed to work in the afternoon but was jolted from my sleep by the hostel care-taker at 6o’clock in the morning when she said frantically, “Quick! Wake up! All the managers are waiting for you guys in the lobby!”
I woke up with a shock, sprang into action, got dressed quickly and reported. Not only was I affected. Everyone in the hotel was affected.
Why? The telephone system failed. Internal and external calls cannot be received. The situation was chaotic. Information and messages have to be sent manually from person-to-person.
Thus, I became the ‘telephone call’. A man could not call his friend’s room. He gave me the room number and I went up, knocked on the door, greet the guest and said, “Good morning, your friend is waiting for you in the lobby lounge.” He said, “Oh! Ok! Tell him I’ll be ready in 5 minutes time.” I went back to the lobby lounge and passed the message. Be it important or unimportant messages, it became a significant task.
Since the duty manager was busy handling other important matters, I was assigned to handle a guest who complained that her stay included breakfast, but the café staff don’t allow her to enter.
It was an achievement for me because I have never handled complaint and succeed. I left the café with a smile on my face thinking maybe I might be a potential manager! Ha! *Crosses my finger* I wish!
Concierge Though I was attached to the concierge for 2 days, I managed to see the operation of the lobby from morning to night, due to my different shift. Since the concierge desk was located in front of the lift and with my striking red uniform, I was easily spotted.
A guest from Africa (seen on his badge) who is twice my size frowned, walked hastily towards me then started shouting, “why can’t I open my door?!” Everyone in the lobby stared at the both of us. He held the room-key, pointed at me and yelled, “Tell me! Why?!” I apologized profusely, led him to the front-desk and told the receptionist to prepare another key. He snatched the key from my hand and left hurriedly.
I told the incident to the Assistant Front-office Manager, “Of all the people in the lobby, I became the most unlucky person! Actually I was close to being frighten since he was so furious and I thought he might beat me up! But i think I’m crazy because instead of being shock, I almost laughed when I went back to my work station.”
I represented the hotel and he was not angry with me so why should I get angry? Therefore I shall continue to keep that attitude because I believe we will encounter such incident very often when working in service industry. My philosophy for service – “Guest is king.”
Plaza lounge Three guests entered and I wanted to approached them to ask if they want any drinks but was stopped by the staff. She whispered, “Don’t be so initiative! If you don’t ask them, maybe they won’t order anything!” My jaw dropped and I was speechless. She continued, “Just go behind and hide.” I don’t want to offend her by going against her, since she is a full-time employee. At the same time, I don’t want to ignore the guest because I will feel uneasy about being unprofessional. Hence, I decided to walk around, trying to get their attention. Finally they called for me to attend to them. (Whew!) I have to be tactful to both my colleagues and the guests since I can’t afford to offend any of them.
Lobby kiosk I came to understand the importance of having a retail shop in the hotel because it provides convenience to guests, allowing them to buy gifts or necessities such as food or shampoo. In addition, it greatly contributed to the hotel’s revenue because the goods sold are so expensive! The most significant incident that taught me an important lesson occurred when a guest bought an international dialing card which cost ¥50 each but before I hand the phone-card over to him, I decided to check again. Without realizing, I gave him two cards instead of one! The card is really thin and it sticks together. Fortunately, he did not keep the cards into his bag while I was keying the cashier machine. (Thank God!)
Front-desk Working in front-desk is the most stressful section in the front-office department. I got to meet people from all walks of life. What others warned about being neglected, scolded and in danger of paying up for your mistake is true.
Paying for mistakes: I checked in a guest but forgotten to transfer his deposit to another room since he requested to change his room and I almost paid ¥1700. Fortunately the problem was discovered before the guest checks out. Hence, I have to be extra careful and mindful about completing every single transaction properly because, in the long run, I cannot afford to make mistakes often.
Being ignored: When there is a long queue, staff ignored the ringing phones, in hope that someone else will pick it up and I end up picking up the calls often. Sometimes I don’t understand what the caller meant and when I ask them they will either pretend they didn’t hear or tell me to wait even though I need to answer the caller urgently. After working there for some time, one will get to accept and adapt to the stressful environment. I have to learn to be independent and sometimes search for the answer myself because no one will have the time to teach you step-by-step patiently, be it now or in my future career, I believe it would be the same.
Yelled at: At times, the rooms are still dirty when the guest checks in because the previous guest left late or they booked king-sized bed but was given a twin-bed room. Thus I got scolded because the hotel is slow to provide rooms or did not keep their promise even though the guest made a reservation with type of bed requested.
Personal thoughts Though we're only here for a while, we’ve learnt and seen a lot of things, be it during work or having fun outside. Staff turnover is extremely high in this hotel, as we seen our friends quit for different reasons. It's really sad as we bid our friends goodbye.
One of our friend said, "You are left with two months here. Learn and have as much fun as you can. When I see you guys smile or laugh, it's from the bottom of the heart and it is something I can never do."
Tears rolled down her cheeks as she continued, "The real world is cruel. You'll get to see a lot of such incident in society."
No matter what happens, I will cherish my remaining time as an intern here and prepare myself for the real world. I'm afraid but I'll anticipate what lies in future.
I bet I will cry my eyes out on our last day here. All our friends and memories left behind...
I WANNA GO BACK!!!
1 MONTH AND FEW MORE WEEKS TO GO!!!
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Wednesday, November 29, 2006
Went to Beijing's oldest church of more than 100 years old.. Attended 2 weddings.. I'll post up photos of the 2 weddings when i'm free.
Took photos with the second bride. Didn't get to take pics with the first, we were a little late.. ha.. as usual..
Inside the beautiful church.
Went to my aunt's house after that.
I really like it.. Like some victorian styled doll house.
For my cousin's study room, it's a traditional chinese style.. So cool rite?
Our usual sumptous meal that make me even fatter.
Finally get to sleep in a cosy room with no noise and big bed.....
The weather is getting cold... It snowed on 25/11/06, Saturday! But stopped. Will be back soon. Hmmm...
I miss Singapore!
I miss all u guys! * * * * *
Monday, November 20, 2006
Haha.. Even more pics up now! Got a little more time these days. So.... Here it goes: Yeah.. Continue from the previous post: That's taken from Jeff's birthday.. Haha.. role play..
Whenever Hui Ying wear that grey Jacket, we always tease her saying that she looked like a thief.. haha.. but she's enjoying playing along.. haha.. show u some other pics when i'm free..
I'm writing my travel journal in the training room, the place where we often use our laptops to go online, watch DVDs, read books etc... Pardon my cute (and childish) little-chicky... A gift from my sis. so cute rite... haha..
A better view of a store that's often seen around in China... yuP yuP. * * * * *
Saturday, November 18, 2006
Ok... Photos up again!!!
View from my hotel on the highest floor.. ok.. not so high.. It's on the 16..
This is a mini-Papaya from SanYa...
So poor thing.... Being abused and forced to change identity...
Translation (what's written on it): ---> I am an APPLE.
Poor thing right?????!?!?!?!!!
Ate a lot and paid 15 yuan.. so became S$3... Nice and cheap.
Celebrating our friend's birthday.
The one holding the cow, Jeff, his birthday.
Everybody kept saying i put on a lot of weight... Yeah.. i know it myself... i can see it~~~!!!!! ARG............................
I love this pic a lot.. Cause i'll never be able to take this kind of pic in Singapore with trees that's almost bald... With coat that's so thick. With such strong wind that almost pulled my hair out of my scalp.
Yeah.... As usual.......
MISS U ALL!!!
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Sunday, November 12, 2006
I've published 2 posts today... YuP... So here it goes:
That's what i called "Vain girls". They always style their hair before we go out.. Haha.
They really don't know that the pic was taken.. Ha~So damn dramatic. I don't know why..
Taken on Nerine's birthday.. 27 October 2006. With our very good China friends.
