1. Proposed Training Programme for Executive Intern
Room Division – Kweh Jui Yong
S/No Duration Description of Training
1. 2 weeks Front Office – Call Centre
- Handling of Hotsos
- Handling of telephone switchboard (PABX)
- Telephone answering technique & standards
- Wake up call procedure
- Handling guest’s request including room service orders
- 20 minutes log sheet handling procedure
- Message handling procedure
- Handling of incoming & outgoing faxes including the charges on Business Centre
- Hotel extension list
- IDD & local call charges
- Handling of emails
2. 1 week
1 week
Front Office – Concierge
- Overview of the concierge department
- Handling of incoming & outgoing letters, document & parcels
- Handling of guest enquires & providing information
- Concierge recording & log book
- Handling of postage procedures
- Opera information book (Ctrl T)
- Tour services & attractions
- Corporate company inclusive of complimentary transfers
- Transportation arrangements and charges
- Flight reconfirmation
- Flight change & reservation procedures
- Carpark & valet charges
- Follow up on concierge traces
Front Office – Bell team
- Greetings techniques & standards
- Opening of doors : cars & front doors
- Handling of guest’s luggage from car boot: loading & unloading
- Handling of guest’s luggage including usage of various trolleys
- Tipping policies
- Delivery of arrival luggage
- Handling departure luggage
- Room orientation for check in
- Handling group luggage: arrival & departure
- Luggage storage
- Usage of walkie walkie
- Usage of I-Touch
1

2. 3 4 weeks
8 weeks
1 week
Front Office – Reception
- Overview of reception duties
- Front desk operational procedures
- Check in procedure eg to obtain guest passport upon arrival and update to the system the
necessary information
- Printing of guest registration card and attachment of correspondence
- Collecting business card upon check in
- Room assignment
- Credit policy & procedure ie credit card pre-authorization
- Collect deposit upon check in
- Handling of foreign currency deposit (if any)
- Handling NO DEPOSIT guest
- Room & rate change
- Guestroom keycard encoding
- Early breakfast arrangement (if any)
- Handling of group arrival/departure
- Updating registration card
- Understand internet password
- Preparing group arrival
- Safe keep of registration card
- General enquires
- Loyalty program
- Frequent flyer program
- Upselling handling of group arrivals including aircrews
Front Office – Cashiering
- Cashiering procedures
- Check out procedures
- Routing procedure
- Paid out procedure
- Manual charge voucher procedure
- Allowance voucher procedure
- Business center voucher procedure
- Foreign currency exchange procedure
- Manual minibar charging procedure upon guest’s departure
- Folio transfer procedure
- Detail folio transfer procedure
- Credit card sales transaction procedure
- Credit card offline transaction procedure
- Float handling procedure
- Cheque payment procedure
- Lufthansa crew check out procedure
- SQ pilot check out procedure
- Downtime form procedure during night audit run
- Reading of backup report during night audit run
- Balancing of paperwork procedure
- Batching of credit card machine procedure
- Submitting of remittance envelope procedure
- Handling of group departure
Front Office – Room Controller
- Attend group resume and precons meetings
- Room assignments for groups
- Room assignments for airline groups
2

3. 2 weeks
4 weeks
2 weeks
- Room assignment for special requests such as connecting rooms, extra beds, baby cots
- To liaise closely with relevant departments such as Housekeeping and Room Service for
special requests
- To identify guests for upgrades
- To brief the team for any special groups arriving
Duty Manager
- Reads DM Log Book when arriving on shift to ensure full awareness of all happenings
since previous shift
- Maintains a brief record of all incidents, all findings and all relevant items to report in DM
logbook
- Handling of feedbacks and make a record and takes remedial actions to resolve issues
- Follow up on ongoing guest dissatisfaction
- Door lock reading
- Decoding of in room safes
- going on rounds and reporting of any abnormalities
- Reports: DM checklist, night reports
- Safekeeping of items: vouchers, cash floats
- Night Manager roles & responsibilities
Front Office – Guest Relations
- Preparation of VIP arrivals for the day
- Arranging VIP/Special Request amenities
- Room inspection
- Courtesy calls
- Room assignments for VIP arrivals 3 days out
- Monitoring of VIP arrivals based on flight details
- In room check in process
- Organizing guest cocktail
- Review pro updates
- Trip advisor ranking: to encourage positive guest reviews
- Handling emails: drafting emails and responses
- Loyalty program enrolment
Front office – Premier Club/Signature Club
- Overview of the Executive & Signature Club
- Opening & closure of lounges
- Breakfast, afternoon tea & evening cocktail operations
- Club benefits & entitlements
- VIP room inspection procedure
- Handling of VIPs check in & check out
- Amenities request procedure
- F&B service standards
- Handling of check in & out
- Guest recognition & preferences
- Cost management
- Monitoring & requisition of stocks
- Courtesy calls
- Trip advisor ranking: to encourage positive reviews
- Loyalty program enrolment
3

4. 4 4 weeks Reservations & Revenue
- Overview of Reservation Sales Department
- Duties & Responsibilities
- Reservation Procedures
- Billing faxes & filing procedures
- Promotions & Packages
- Reservation Confirmation
- Follow up on reservation traces
- Amendment, Guarantee & Cancellation Policy
- Overview of Online Travel Agents (OTA)
- Managing the daily rates we sell on all channels
- Checking for Rate Parity on online booking channels
5 16 weeks Housekeeping Department
- Start of shift duties
- Report sick
- Grooming standard
- Pick up daily report
- Sign in/out master key
- Check work station/trolley
- Enter & exit a guest room
- Check room discrepancy
- Check for guest laundry
- Remove Room Service Tray
- Service a guest room
- Provide turndown service
- Handle guest requests
- Handle mini bar
- Check and Report defects
- Final check of a completed room
- Update room status
- Handle HOTSOS & REX system
- Answer phone calls
- Handle guest complaint
- Handle Q room or ASAP room
- Handle crash program
- Handle room change
- Handle balance room
- Handle lost & found items
- Handle DND rooms
- Handle OO/OS rooms
- Handle double lock room
- Handle service refused
- Handle locked safe in a check out room
- Handle valuable in occupied room
- End of shifts
- Reports and keys inventory
- iTouch inventory
- Understanding the role of lost & found department
- Understanding the importance of “Queue” room category
- Understanding the basic amenities of each room category
- Understanding the procedures of changing a room status
- Room inspection
- Showroom/VIP room inspection
4

5. - Communicate with Engineering
- RAs assignment
System downtime back up reports
5 4 weeks Laundry Operations
- Washer extractor
- Tunnel washer/ironer/towel production
- Collect/Send guest laundry
- Uniform exchange
Linen exchange
A combination of 5 compulsory modules and 2 electives
1 WSQ Interact with Guests
2 WSQ Work Safely
3 WSQ Provide Safety and Security for Guest
4 WSQ Deliver Service Excellence
5 WSQ Promote Tourism
6 Certificate in Hotel & Accommodation Service
5

6. - Communicate with Engineering
- RAs assignment
System downtime back up reports
5 4 weeks Laundry Operations
- Washer extractor
- Tunnel washer/ironer/towel production
- Collect/Send guest laundry
- Uniform exchange
Linen exchange
A combination of 5 compulsory modules and 2 electives
1 WSQ Interact with Guests
2 WSQ Work Safely
3 WSQ Provide Safety and Security for Guest
4 WSQ Deliver Service Excellence
5 WSQ Promote Tourism
6 Certificate in Hotel & Accommodation Service
5