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Over the course of my degree, I was fortunate to gain hands-on experience through internships at two outstanding Marriott International properties, which provided me with valuable real-world insights into the hospitality industry.

My first internship was at Four Points by Sheraton Kuala Lumpur, Chinatown (FPKLC), where I was attached to the Front Office Department as both a Front Office Agent and an “At Your Service” (AYS) Agent. I was entrusted with handling internal and external guest calls, managing check-ins and check-outs, preparing welcome amenities for Marriott Bonvoy Elite members, and assisting with guest inquiries and complaints. I developed core skills in guest relations, problem-solving, and multitasking, and learned the importance of teamwork and cross-departmental communication — especially when resolving guest issues with departments like housekeeping and food & beverage. I also applied the LEARN service recovery method, which taught me how to handle guest concerns with empathy and professionalism. Additionally, I gained practical experience using hotel systems such as Opera, Marriott Global Source (MGS), and the Guest Experience Platform (GXP).

For my second internship, I joined The Westin Kuala Lumpur (TWKL) under the Sales and Marketing Department. I rotated across the events, sales, and marketing divisions, where I helped draft proposals for events and group bookings, made prospect calls to promote the hotel’s Ramadhan offers and reconnect with past clients, assisted with venue inspections and event setups, and packed exclusive guest amenities for special occasions like World Sleep Day. I also had the opportunity to attend interdepartmental meetings such as Banquet Event Order (BEO) briefings and Group Revenue Catering (GRC) meetings, which gave me firsthand exposure to how planning, collaboration, and leadership come together in real time.

These internship experiences gave me a well-rounded perspective of both the operational and business sides of hotel management. At TWKL, I strengthened my communication, attention to detail, and client relationship-building skills. Making prospect calls was initially intimidating, especially when facing uninterested or blunt clients. However, with time and guidance, I learned to remain calm, professional, and confident. Inspecting event setups to meet client expectations taught me the importance of precision and consistency, while observing interdepartmental coordination highlighted the critical role of collaboration and open communication.

One of the biggest challenges I faced was stepping outside my comfort zone. Whether it was handling my first solo check-in at the front desk or making my first client call, I experienced moments of self-doubt. Thankfully, with the support and encouragement from colleagues and managers, I gradually built my confidence. Managing time efficiently during peak hours at the front desk was another hurdle. By learning to prioritise tasks, stay organised, and communicate clearly, I became more effective and resilient under pressure.

Overall, these experiences have boosted my confidence, adaptability, and readiness for future roles in hospitality. I discovered a genuine passion for guest interaction and event coordination, with a growing interest in pursuing a career in front office operations or event management. I’m sincerely grateful to both hotels for the invaluable opportunities to learn and grow, and to ������Ƶ University’s School of Hospitality and Tourism Management for providing me with a strong foundation, knowledge, and support that helped me thrive throughout my internships.

To my fellow juniors preparing for your internship journey, take time to research companies or hotels that align with your interests and goals. Don’t hesitate to seek advice from seniors or lecturers. During your internship, be ready to face challenges and seize every opportunity. It’s completely okay to ask simple questions or make mistakes — what truly matters is how you learn and grow from them. Be proactive, take initiative, and accept feedback with a positive mindset. An internship is more than just a course requirement — it’s a valuable stepping stone toward building your future career. Embrace the experience fully and make the most of it!

Khoo Ky Lee
BSc (Hons) in International Hospitality Management, August 2022