Training Report

Training Report
Name:
Course title:
Instructor:
Institution:
Date Due:
Training Report
My name is ( ) and I would like to document about my internship "training" experience at Grand Millennium Al Wahda. I also indicate the gains I obtained from my practical experiences and how the knowledge sharpened my skills in my profession in the hospitality industry.
The hotel is only half an hour’s walk from Abu Dhabi Airport. The location of the hotel is next to Al wahda Mall. There is a health club with a pool at the rooftop of the hotel plus a spa. The modern rooms are designed in a classical way. The rooms have features such as private bathrooms, spacious seating area and television sets. Apart from the restaurant facility, there are also shops as well as an arcade. The facility offers around 850 comfy and equipped air-conditioned rooms. Facilities in the rooms include CD players, Climate control, tea/coffee maker, direct-dial phone, and fax machine, Ipod docking station, speakerphone, voice mail and clock radio. Other features that are found in these rooms include; ergonomic chair and washer, blackout drapes, curtains and desks. With regard to entertainment, each guest room has a television set with free movie channels, video game consoles and satellite television services. The guests at Grand Millennium Al Wahda are offered free internet services, television internet access, both wired and wireless internet access as well as housekeeping services. Newspapers are also available in these rooms. The business center operates from 8.30 a.m to 6.30p.m, while the restaurant sector operates up to 10.p.m.
I took a total of six months in my internship at this hotel. During my training, I learned about room service. Here, the training was concerned about the setup for breakfast, lunch and dinner, and with regard to the preferences of different people. The restaurant’s menu includes Italian, Arabian, Eastern Cuisine and International dishes, which are prepared by experts. Then I was taught on how to make and receive phone calls in a professional way in receiving orders. All the food prepared in the restaurant is checked regularly by the Abu Dhabi Food Control Authority. Dishes that are prepared by the use of pork ingredients are usually separated from non-pork dishes. This is meant to cater for those people who practice the Muslim faith. The hotel also offers a range of snacks such as the shawarma, which is the most popular and cheap, chicken curved from a revolving spit, and the bread that is filled with beef. Juices in the hotel range from mangoes, bananas, oranges, melon, avocado, pomegranate, strawberry, kiwi and several others.
My work in this department entailed making sure that each guest was comfortable during his or stay in the hotel. The supervisor used to assign me a total of ten guests to serve on a daily basis, hence I had chance to interact with people of different calibers and backgrounds on each day. I made sure that they took breakfast of their choice, had their preferred snacks, supper and everything they needed for their stay at the hotel. Cleaning of the cutlery and utensils after the guests used them was also my duty. In addition, I was required to ensure cleanness in the rooms as well as in the general reception of the hotel. This made me very busy throughout the workday and to be honest enough, I had no rest time. Come evening, I had become a virtually tired man.
Taking orders and also assisting customers to make decisions with regard to food choice, services or any other issue was also part of the training kitty. I also learned on the aspect of serving customers in an exemplary and professional way. Such training involved; maintaining personal etiquette in approaching customers, how to knock their rooms, how to speak to them and also how to handle their complaints. Although I had prior knowledge on the value of customers in this industry, this aspect was portrayed more in this setup where I learned not only from the management or work colleagues, but also from real life experience interactions of the guests and why there was a need of placing value to them.
There was a tent at the hotel, which catered specifically for Muslim workers of the hotel especially during the holy month of Ramadhan. I became involved in the tent activities for the whole month of Ramadan since I am Muslim.
In my operations at Al Wahda, I was required to wear the staff uniform just like the rest of the staff members. My work as I outlined earlier, entailed serving the guests and making cleanness on the rooms and also the cutlery. With regard to the high number of clients, I was required to move faster and produce high quality services. I learned that working in a team was the most efficient way to work. The training in this facility also familiarized me on the requirement of working in a busy environment. I gained knowledge on the importance of meeting customer’s needs and their preferences. Though it was generally an enjoyable moment for me, there was also an upsetting time as when meeting naughty or troublesome customers. All the same, I learned on how to deal with such cliques of people, as it was normal to find them in such a business set up. I found it even more wonderful serving an Arabic menu; since I am myself an Arabian and hence I am conversant with Arabian foods which were a bit easier to prepare and serve.
After a one month’s service at the tenth, the management placed me in another department; the All day dining restaurant. While there, I learned on the food setting for different customers all the way from breakfast, lunch and dinner. Each serving section had a side satiation that had the napkins and the cutlery to make a new setup after the guest is done. There was also changing and hygiene room for the staffs. These experiences taught me how to treat my customers well and also serving in an efficient manner. This way, the guests will be satisfied, keep coming to the same venue, and also bring more other customers. The experience in the dining restaurant, culminated in my knowledge and skill developments in the hospitality sector. I realized that one could learn a lot right from serving customers and the day today operations of the business entity. I learned also on what worked well for the hotel, how to attract customers and how to incorporate other ideas in the operations for the benefit of management and also the staff.
In comparing the number of customers in the restaurant from the time I reported, and the time I moved out, the number had significantly surged. The assistant manager of Grand Millennium Al Wahda had come up with an idea that proved effective for the business endeavor. He chose two days as buffet by introducing the concept of unlimited alcohol for clients who reported on that day. This made many people become highly interested in coming to the hotel and take food as they also enjoyed the unlimited alcohol. This in essence made the restaurant mor...