::Adyva & Notes Revision::BBRM3103
salam sayang semua!!!!....
kali nie Entry khas pasal STUDY!!!!.......adeh...
makin nakdekat exam semester nie makin nervous plak u ols....
4 April 2011 nie first paper adyva!
Room Division Management!.......BBRM3103
walaupon senang TETAPI banyak jugak nak kena re-call semula!...
ye la....bidang nie dah lama Adyva tinggalkan u ols....
inilah BIDANG memula sekali adyva jejakkan kaki ke ALAM PEKERJAAN
selepas Tamat Diploma Hospitality Management~...
Front Office....salah satu department yang adyva kerja!
so x mustahilah adyva target utk Subjek nie adyva boleh SCORE!!!!...
hopenya begitulah u ols.....ley naikkan adyva punya pointer!
fuhh.........AMIN~....
agak senang dan simple...
just recall dan baca berulang kali~
kalau u ols nak tahu.,...after magrib td gegeh la adyva kuarkan BUKU dan selai dua
A4 paper u ols...nak buat NOTEs kekdahnya!
yang hadooooooooooooooo....selak dari mula sampai akhir page
semua SENANG@ (amboi cakap besaQ)
hahahahah.....xper la.kan sesekali u ols~.......
yang penting mcm mana sekalipun adyva tetap kena baca dan MASUKKAN dalam kepala!
jom kita sama2 tengok...apakah TAJUK2 dalam setiap CHAPTER yang wajib adyva TAHU dan make sure masuk dlm kepala hotak nie!...hhahahaha
| Course Topic |
| TOPIC 1 : INTRODUCTION TO DECISION MAKING |
| 1.1 WHAT IS A ROOMS DIVISION?= gabungan antara Front Office dan jugak Housekeeping! |
| 1.2 RELATIONSHIP BETWEEN THE ROOMS DIVISION AND OTHER DEPARTMENTS=senNG JE NIE! |
| 1.3 ORGANISATION STRUCTURE OF ROOM DIVISION= just imagine apa yg berlaku DULu masa kat tempat kerja, Hotel training dan masa Diploma! |
| 1.4 THE ROLES AND FUNCTIONS OF THE DIFFERENT SECTIONS WITHIN THE ROOMS DIVISION |
| SUMMARY |
| ..agak simple dan mudah di fahami u ols!.... |
| yang penting kita kena tahu konsep!..apa itu Room division |
| apa itu Front Office & apa itu Housekeeping~ |
| TOPIC 2 : PERSONNELS AND DUTIES-more to TUGAS2 dan tanggungjawab u ols dalam department tersebut! |
| 2.1 INTRODUCTION TO JOB POSITIONS WITHIN THE ROOMS DIVISION |
| 2.2 JOB DESCRIPTIONS AND JOB SPECIFICATIONS |
| 2.3 GENERAL PROVISIONS FOR PERSONAL HYGIENE, GROOMING AND ATTITUDES |
| 2.4 HANDLING TELEPHONE CALLS |
| SUMMARY |
| -ok nak cite sikit~..masa Adyva keja Receiptionist dulu di sebuah Hotel kat JB nie, adyva telah bekerja sebagai Night Auditor, Front Office Assistant, dan Leader! |
| -kdg2 kena ganti BOS kalau bos adyva cuti~....waaaaa...sangat feeling diva masa tu ok!.... |
| then masa kat SALES pon adyva maseh menjalankan rutin kat FO nie...so xde la masalah u ols! |
| TOPIC 3 : RESERVATION PROCESS=salah satu TUGAS HARIAN adyva masa keja kaunter penyambut tetamu u ols ! (malay version plak dah) |
| 3.1 PURPOSE OF TAKING RESERVATIONS=tujuan |
| 3.2 SOURCES OF RESERVATION-sumber |
| 3.3 METHODS OF RESERVATION-bahan2 |
| 3.4 RESERVATION PROCEDURES FOR INDIVIDUALS AND GROUPS |
| 3.5 RESERVATION ENQUIRY |
| 3.6 RESERVATION RECORD |
| 3.7 RESERVATION REPORTS |
| 3.8 FORECASTING METHODS |
| 3.9 OVERBOOKING |
| SUMMARY |
| -kalau Hotel 5 star or 4 star..mereka ada departmnet khas reservation u ols.....masa adyva kerja kat 3 star hotel semua kena wat sendiri~ |
| -so experience sebagai PENYAMBUT TETAMU di situ membolehkan adyva BUAT semua kerja!..so kerja2 reservation nie MUDAH jerks! |
| -hope dalam exam nnt byk la kuar pasal bab NIE~.....lalalalalallalala |
| TOPIC 4 : REGISTRATION PROCESS-pendaftaran di kaunter~ |
| 4.1 GENERAL STEPS IN REGISTRATION PROCES |
| 4.2 HANDLING SPECIAL REQUEST |
| 4.3 REGISTERING GUESTS WITH OR WITHOUT RESERVATION |
| 4.4 SPECIAL GUEST AND GROUP REGISTRATION-nie kalau guest nak request extra bed, Non smoking room, baby court, sejadah dll~ |
| 4.5 CREATIVE REGISTRATION OPTIONS |
| 4.5.1 Personalised Registration Process |
| 4.5.2 Self-registered System |
| SUMMARY |
| -hah u ols....pengalaman adyva masa wat kerja2 pendaftaran nie kan!..mcm2 jenis manusia ada!..mcm2 jenis RAGAM dan peel~... |
| ada plak yang KEKWAT x tentu tempat!..ada yang berlagak DIVA~./...mampoooooooooo nak kalahkan adyva nie~??? hah jawab ler...ada yg x tahu nak guna CREDIT CARD!!!....pitammmmmmmmmmmmmmm nak explain! |
| janji adyva wat kerja2 nie ngan ikhlas u ols..melayan setiap permintaan dan kehendak pelanggan! CUSTOMER ALWAYS RIGHT kekdahnya!...walauponnnnnnnnnnnnnnnnnnn kan! |
| TOPIC 5 : CASHIERING/GUEST CHECKOUT PROCESS=nie kalau keja pagi BANYAK la wat keja2 c/out~ |
| 5.1 GENERAL STEPS FOR CHECKOUT |
| 5.2 CHECKOUT PROCEDURES |
| 5.3 HANDLING LATE CHECKOUTS-charge half day until 6pm~... |
| 5.4 GROUP CHECKOUT PROCESS |
| 5.5 METHODS OF PAYMENT / SETTLEMENT DURING CHECKOUT PROCESS |
| 5.6 OTHER CHECKOUT OPTIONS-express c/out-salah satu c/out prosess~ |
| 5.7 PROBLEMS DURING CHECKOUT PROCESS-nie kalau guest main balah jer!!..keji tau! |
| 5.7.1 Late Charges-wajib la charges ~ |
| 5.7.2 Charges Denied by Guests |
| SUMMARY |
| -senang jer c/out nie u ols~..adyva mmg suka keja PAGI sebab nak keja ngan duit!..jadi cashier nie best tau!..hahahha |
| lagi2 kalau ada budak2 baru~..ley la buli kannnnnnn~..hahahahaah |
| TOPIC 6 : NIGHT AUDIT PROCESS-nie la kerja HARIAN adyva since 2006 until................ntah la..dah keja sales pon kena COVER staff malam! |
| 6.1 FUNCTIONS AND OBJECTIVES OF NIGHT AUDIT-nak kena jaga satu BUILDING u ols...control satu HOTEL~...mampoooooooo |
| 6.2 NIGHT AUDITOR’S JOB RESPONSIBILITIES.-besar tanggungjawabnya tau~ |
| 6.3 NIGHT AUDIT STEPS-dah semakin lama kerja dan memahami tugas Nite Audit nie...makin SIMPLE sebenanrnay!..kacang jer! |
| 6.4 NIGHT AUDIT REPORTS-report2 BOS, GM, Account semua kita wat~ |
| SUMMARY |
| -mcm2 kesah 1001 malam u ols nak cite pon x hbs~..HOW???..........tapi mmg mencabar gak la.....siang TIDUR...malam berjaga! |
| mcm burung hantu pon adooooooo...tapi adyva KUPU-KUPU malam pon ada gak! |
| lau nak cantik ckit...RAMA2 malam la u ols...hahahahahha (matiler..) |
| TOPIC 7 : TRAINING AND MOTIVATION OF FRONT OFFICE STAFF-salah satu benda wajib utk STAFF~...lagi2 kalau ada staff baru kan! |
| 7.1 IMPORTANCE OF TRAINING-ye la..utk kekalkan dan beri yg terbaik! |
| 7.2 STAFF MOTIVATION |
| 7.3 STAFF SCHEDULING-ada shift2 tertentu~...dulu adyva kena wat jadual, print~..adeh |
| 7.3.1 Alternative Scheduling-nie kena la berjaga2 u ols...tup2 tengah sedap cuti kena PANGGIL kerja~..... |
| SUMMARY |
| =selalu BOSS la yg bagi ceramah!..dulu zaman adyva ada FO Manager..MR KAMAL~..die selalu bg motivation, ceramah, dll la |
| utk kita buat yg ebey baik~..dulu KALAU kena marah jer nak protes!!!..tapi sebenarnya itulah yg terbaik!..skang nie rindu plak nak kena marah!!!hahaha |
| ...miss YOU en Kamal!~ |
| TOPIC 8 : HOUSEKEEPING MANAGEMENT-kawan adyva yg sama2 masuk FO nie pernah kena jaga HK 6bln~... |
| 8.1 ORGANISATION OF HOUSEKEEPING DEPARTMENT....yg nie kena baca lebey ckit~ |
| 8.1.1 Housekeeping Department’s Organisational Structure |
| 8.1.2 Responsibilities of Executive Housekeeper |
| 8.1.3 Areas of Housekeeping Responsibilities...byk,,,,satu HOTEL nak kena jaga! |
| 8.2 HOUSEKEEPING EQUIPMENT AND SUPPLIES |
| 8.2.1 Furniture, Fixtures and Equipment (FF&E) |
| 8.2.2 Cleaning Supplies |
| 8.2.3 Guest Supplies |
| 8.3 THE CLEANING FUNCTION |
| 8.3.1 Guest Room Cleaning |
| 8.3.2 Public Areas and Back-of-House Cleaning |
| 8.3.3 Working with Contract Cleaners |
| SUMMARY |
| =hah...department nie adyva suka ngan MAID)mak cik2 yg kemas bilik tue)....mereka semua tamah ramah u ols!.... |
| TOPIC 9 : LAUNDRY AND LINEN MANAGEMENT-dulu masa training ada benda nie...tapi masuk alam kerja sebenar dah xde!...semua laundry anto ke LUAR....... |
| 9.1 LAUNDRY OPERATIONS |
| 9.1.1 Managing on-premises Laundry |
| 9.1.2 Equipping on-premises Laundry |
| 9.1.3 Staffing the Laundry Room |
| 9.2 MANAGING LINEN SUPPLY |
| 9.2.1 Selecting Linens |
| 9.2.2 Calculating Linen Needs |
| 9.2.3 Linen Control |
| 9.3 CONTRACT LAUNDRY SERVICE |
| 9.3.1 Working with a Contract Laundry Service |
| 9.3.2 Terms of Laundry Contracts |
| 9.3.3 Guest Laundry |
| SUMMARY |
| TOPIC 10 : HOTEL SAFETY AND SECURITY-abg2 security wajin\b jaga elok2 okeyyyyyyy~.... |
| 10.1 PREVENTION FROM THEFT-pencuri dan kecurian! |
| 10.1.1 Theft by Employees-pekerja pon ada menjadi pencuri!!!..harap muka jer!!! |
| 10.1.2 Theft by Guests-guest yg hanjingggggggggggg u ols~..ingat harta mak bapak dia??kan! |
| 10.1.3 Key Control Systems-key card~.....adyva cukup pening dan malas nak wat benda alah nie kalau BILIK x ley bukak!..masing2 ada pro dan contra u ols! |
| 10.2 PREVENTING ACCIDENTS AND INJURIES |
| 10.2.1 Staff Training |
| 10.2.2 Working with Chemicals |
| 10.2.3 Keeping Guests Safe |
| 10.3 HANDLING EMERGENCY SITUATION |
| 10.3.1 Fire |
| 10.3.2 Natural Disasters |
| 10.3.2 Natural Disasters |
| SUMMARY |
sekian saja buat hari nie~...nak sambung baca lagi u ols!
semoga adyva dapat jawab dengan senang!...dan mencurahkan segala TEORI dan PRAKTIKAL dalam kertas jawapan nnt~....
wish me LUCK u olsssssss......
Ulasan
Catat Ulasan