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.
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.
posted by Fagan Cheong at 8:41 AM
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