Submission 4: Critical Reflection

I did not present during the presentation showcase but I was given the opportunity to witness the amazing talents being showcased by the other 10 groups. The team which I find interesting is Michelle’s group (Big Hero 4) where the team tackled on issues of workplace bullying.

Some aspects and take-away of the presentation which I feel makes the presentation a success is the 3 steps to counter bullying which is being introduced by the group. The 3 steps that is being introduced during the presentation includes: First is to recognise what bullying in the workplace is, second is to get everything in writing; meaning to say have a manual of what bullying in the workplace is and lastly is to encourage immediate reporting; where if you are the victim that is being bullied in the workplace, you have to immediately report this issue to the Human Resource Department.

Apart from that, the training video that they provided was rather useful as they re-enact what workplace bullying is and how to counter the issue in 3 steps.

Another unique aspect of the group is that while one presenter is presenting, the other group members sat down at the side of the lecture theatre. This is a unique move taken by the group as it allows the audience to draw their attention to the speaker who is currently speaking and presenting.

Also, another aspect of the group that makes the whole presentation a success one is the individual group members did ask rhetorical questions to the audience where it requires the audience to ponder and answer the question. I feel that this is a very engaging aspect of the individuals as it makes the group’s presentation a much more engaging one.

Overall, I really enjoyed the CPD showcase 2018!

 

 

Reflection on Interpersonal Communication Problem

The most recent interpersonal communication problem that I have experienced in my past workplace as a customer service officer would include poor communication between my myself and the senior gym trainer.

My task as a customer service officer at the gym involves me to distribute towels as well as locker key to gym member patronising the gym after they have signed in. On that particular day, I was also task to guide and train a new ITE intern who was working the same shift as me. After serving the last gym member in the queue, I started explaining to the intern about the basic procedures that he needs to be aware of and not long after I was approached and interrupted by my senior gym trainer at the counter front. He came over to asked me where is the Identification card (IC) of the last member that entered the gym. I was triggered by his actions at first as he literally gushed out of nowhere to interrupt me. I told him in a nice manner that the last member who came in only pass me the gym membership card instead of his IC. The senior gym trainer being ignorant and adamant refuses to listen to me and insisted for the IC this time, in a rather rude manner. The trainer then started to become impatient and verbally abusive and started reprimanding me at the counter front infront of the others.

As this is not my first time working with him, his actions caught me by surprise. And what turns me off the most is that he was not even shameless and guilty of his act as a senior gym trainer. Moreover, in my opinion, holding this particular title and position does not entails him the power to verbally abuse his staff. Personally I feel, the root cause of this incident might have been the lack of understanding in or even tolerance in oneself.

What would you do if you were in my position?

Task 2: Service Recovery Email

Dear Mrs. Goldstein,

Thank you very much for choosing to stay at Marina Bay Sands, Singapore.

It has been brought to my attention that your recent visit with us was not up to par. As you may know providing the highest level of hospitality is our number one priority and hearing we have fallen below that standard is something we like to address immediately. On behalf of Marina Bay Sands, I would like to sincerely apologize for the less than satisfactory experience you have had with regards with your Agoda booking under the confirmation number #99887766341 and the faulty key card.

A thorough investigation have been done and indeed there was a technical glitch between Agoda and our system. We managed to retrieve your booking with breakfast inclusive and we have processed the refund amounting to 170 SGD back to your credit card. As for the card issue, it was a mistake on our end that the card was not auto activated for pool access during the check-in process. As a result of this issue, we will take various measures with the IT team to prevent this from happening in the future. For that, we sincerely apologise for the frustration and inconvenience that you have to go through.

As a part of our apology, I would like to extend an invitation to you and your family to stay with us the next time your travel to Singapore. Please do not hesitate to contact me directly and I will personally ensure that your stay is up to our hotel expectations and I will extend a special discounted rate with complimentary breakfast to order.

Mrs. Goldstein, we hope that you will afford us the opportunity to regain your trust in your future stay with us. Please do not hesitate to contact me directly should I be of any assistance to you.

Yours Sincerely,

Nattasa Hosni

Guest Service Agent (Front Office)

Marina Bay Sands

DID: (+65) 6789 4589

 

Commented on:

Vanessa Wong

Insyirah Razin

Self Introduction

To: Ms Lim Lay Hoon

From: Cici Nattasa Bte Hosni

Date: 24 January 2018

Subject: Cici Nattasa Self-introduction

Dear Ms Lim,

I would like to take the opportunity to introduce myself. My name is Nattasa and I am currently majoring in Hospitality Business from Singapore Institute of Technology (SIT). Prior to joining SIT, I graduated from Temasek Polytechnic with a Diploma in Hospitality and Tourism Management.

During my last year in TP, I did my internship at Four Seasons Resort, Langkawi, Malaysia for a duration of six months. The reason as to why I chose to pursue my internship abroad despite the many challenges I faced is that I was determined to explore out of my comfort zone as well as to gain valuable experience in this industry.  I was attached to the Rooms Division Department where I did both Front Office – Reception, Concierge, Bell Desk, Reservations & Telephone Operator and Housekeeping – Public Area, Laundry & Rooms Attendant Department. On a leisure basis, I still do commit myself to part-time jobs mainly in the retail and customer service industry.

I would describe my communication style as one who is very quiet and reserve when there is a need to socialize in a larger group setting. I feel that this is my greatest weakness as I tend to keep my feelings and thoughts to myself without having the chance to express it. However, to counter this issue, I have learned to be more verbal and confident through my internship as well as my part-time job. Most of the time, my job requires me to be stationed at the counter front to attend and interact with guests. This gives me the opportunity to boost my confidence level.

The goal which I hope to achieve from this module is to be more effective in my communication style so as to further equip and prepare myself for the upcoming IWSP internship.

Thank you

Yours Sincerely,

Nattasa Hosni