AJI, Dimas Dwi (2025) Creating a Pocket Book: Internship Experience at The Front Desk of Sheraton Petaling Jaya Hotel Malaysia. Diploma thesis, Universitas Jenderal Soedirman.

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Abstract

The Job Training Report entitled “Creating a Pocket Book: Internship Experience at The Front Desk of Sheraton Petaling Jaya Hotel Malaysia” this job training report based on job training during the six month internship conducted from August 9, 2024, to February 7, 2025, at Sheraton Petaling Jaya Hotel, Malaysia a five star hotel under managed by Marriott International. As a front office receptionist intern, the main duty scope is broad and multifaced, responsible for creating a positive and welcoming for guest and visitors. This role also involves handling a range of tasks, from welcoming guest and managing check-ins to addressing inquiries, managing reservations, and providing assistance. The front desk is a crucial department that greatly influence guest experience. During the job training, observation, interview, and documentation were used as methods to create a pocket book. Observation helped to gain information about the hotel environment, while interview to get insight opinion from the staff about this hotel. Docummentation helped for reminder detail activity or procedur during the job training. One of the the challenges faced in creating the pocket book was the lack of effective communication among the team. In addition, there was limited time for discussion and a lack of initiative in completing individual job responsibilities. To face these issues, steps were taken to enhance communication between the team by encouraging open discussions and collaboratively deciding on the format and design of the pocket book.

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