They are the eyes and ears of the hotel and the guest’s first and last impressions.
When you mention the word “hotel”, the first thing that comes to your mind is the reception area of the hotel and the people working there who greet you with a smile. The other important aspects are the location of the hotel, the type of services they provide ?a cozy room preferably with a sea view and interiors, gym and other facilities, restaurants, quick telephone connections and internet to mention a few. Dubai, being a tourist destination you come across a lot of hotels spread all over and each hotel has something unique to offer its customers. There was a hotel that opened up recently in Dubai, which was boasting of an 850 square metre ballroom, six meeting rooms, 2 executive boardrooms, a hotel that faces dubai creek, and sea view. Each hotel has something special to offer. Quality and service is the keyword here and the customers enjoy and get the benefit.
There are so many people involved in keeping the hotel alive, several departments working as one single team ? the human resources or personnel and administration department, the engineering department, Steward and housekeeping, the finance and accounts department, the food and beverage department. Hotel Management and Hotel Industry is such a vast field and you can write volumes on the hotel industry.
In this article I would like to talk about those people who keep smiling and create a lasting impression on your mind. For them the guests are their ultimate goal. They always think about taking care of their customers and providing them good service. In other words taking care of the customers from the time they check-in and check out. Of course there are many other people involved in keeping the guests happy, but the people in the reception are the one?s who make an impact.
Kennedy, Johanna, Anil and Sandrine all have have a common passion for the hotel industry, will speak to us all about their industry?s business and their experience in the hotel industry over the years. They are all working in the front office of the hotel which is in direct contact with the customers. So, in other words they are the eyes and the ears of the hotel.
Name: Kennedy Noronha
Origin: India
Occupation: Front Office Manager, Beach Rotana Hotel & Towers – Abudhabi
Describe the hotel industry
The hotel industry revolves around the guests that visit the hotel. Each and every guest that visits our hotel expects good treatment and the same type of comforts that he or she would have received back home. So it is our duty to make their stay comfortable, and make him or her feel at home.
How did it all start? The main reason for taking up this profession?
I am basically from Goa, India. The hotel industry is thriving in a place like Goa, because of tourism. A friend of mine who was working for The Holiday Inn – Goa, recommended my name, soon after my graduation. Initially I took it up thinking that it would be for a short time, but over a period of years I took a strong liking for the hotel industry and built up my career..
Best part of the job
We are in the front office and hence we have a lot of interaction with the customers, We learn so many things from our guests. We meet a lot of people, different nationalities, you get to learn our customers mentalities, and get honest feedback from them. We are the people who take care of them while they check in and move out of the hotel and so customer satisfaction becomes our prime objective. We try our level best to keep our guests happy. When a satisfied customer comes to us and tells us good things about the hotel and the service satisfaction, it gives us a good feeling within and that is like an additional incentive for our hard work.
The Worst Part of the job
The worst part of the job is when we come across a dissatisfied guest. Also we are required to put in a minimum of 12-15 hrs work everyday. Lot of hard work is required and so private life for the family is almost non existent.
What is your ultimate vocation?
If I had the money to start a hotel on my own, I would have loved to do it. But since I do not have the finance I need to be happy with the job I am performing right now and need to climb the ladder within the hotel industry. Maybe take up better positions in smaller hotels.
Name: Johanna Suttie
Origin: Venezuela
Occupation: Assistant Front Desk Manager, Hilton Abu Dhabi
Describe the Hotel Industry
Hotel industry is an industry that is constantly changing and offering new things everyday. It revolves around the different clients and customer contacts, because it is a service industry. It is creative and challenging and has great opportunities. Hotels these days go beyond just offering comfortable rooms. They arrange Tours and Travels, offer Leisure Activities like the Gym & Spa, Restaurants, Conference and Banqueting Rooms, Business facility and attend to the guest expectations and their main objective is to ensure excellence in Customer Service.
How did it all start? What is the main reason for taking up this profession?
When I was 18 years old I wanted to pursue a career in the hotel industry and I took up Hotel Management back in Venezuela. After completing my studies I started my career in Hilton International and have now within a decade traveled and visited many countries and worked in Venezuela, Puerto Rico, Glasgow- Scotland and now Abu Dhabi.
Best part of the job
The best part of my job is meeting people from different countries and cultures. It?s a rewarding experience to be able to share part of your life with guest and colleagues from different nationalities and customs. I am a people?s person and enjoy direct contact with our customers.
The Worst Part of the job
As human beings we tend to make mistakes. We need to build up on our strengths and try to do better everyday and meet the expectations of our customers. At times we may come across customers who might have some bad experiences and complain. In moments like these it becomes our duty to change the perception of thinking of our customers to the best possible extent, and turn them around. This then becomes a challenge and not a problem and we try our best to make sure that the guest leaves the Hotel satisfied.
This job is demanding that involve a lot of hard work and hours. I miss my family also (my parents who are back in Venezuela), it?s a sacrifice that you make to build up your career.
What is your ultimate vocation?
My ultimate vocation would be some day maybe in 10-12 years time General Manager. I need to work a lot up the ladder to acquire all the tools and talents that are required to hold this important and demanding position.
Name: Mr. Anil
Origin: India
Occupation: Asst. Front office Manager, Inter-Continental Office ? Abudhabi.
Describe the hotel industry
Hotel industry is all about Customer service and Customer care. We are the people who meet them first when they check in and check out, and so we are the people who create the first and last impression on their mind. Our main objective is to take good care of our customers, by creating a good atmosphere and making their stay pleasant. This will help us in building up a strong and long lasting relationship with them.
How did it all start? The main reason for taking up this profession?
I started my career in the service industry from the beginning itself, as soon as I finished my studies. I love meeting people and so I enjoy my job as well.
Best part of the job
We meet people of different nationalities and communicate with them. So we get to know their culture, background, and mentalities. This exposure helps you to broaden your outlook and think from a broad angle. I love my job because everyday there are new things to learn and the job is really challenging.
The Worst Part of the job
Sometimes you may tend to misunderstand people because they are from different nationalities, and the job demands a lot of dedication and smart work. We may have to sometime work long hours if and when the job demands. Hence we may have to sacrifice our private life.
What is your ultimate vocation?
I love this job and the industry too, and would like to grow here itself. Within the next decade, I need to take up a senior management position in this hotel itself. I would not like to move to another hotel because we are one of the best in the entire world. Intercontinental is a multi national group spread all over the world, well known for its quality service and ideal locations.
Name: Sandrine Krings
Origin: Germany
Position: Duty Manager, Sheraton Hotel, Abu Dhabi
Describe the hotel industry
The hotel industry is so versatile. The most important aim is to meet and exceed the expectations of the customers. But it?s also about the diversity of people, ideas and cultures, which always makes it an interesting and challenging field. Teamwork is a definite must.
How did it all start
Originally I had other interests, but the idea of dealing with all kinds of nationalities and seeing different countries caught me. Traveling is one of my greatest passions. So I started Hospitality College about 8 years ago. I?ve been working in Germany, California and London before I joined the Sheraton Abu Dhabi.
Best part of the job
I like interacting with lots of people and dealing with different personalities. Turning a negative impression into a positive one leaves you with a very satisfying feeling at the end of a long day. It?s about individual customer care and to give your best to make the guest happy. Another side of the job is that it is a fast growing industry with great developments and progresses in all directions. This means that the job will never become boring.
The worst part of the job
There is no worst part of it, but you have to be made for the industry. Working irregular hours, on weekends or holidays and night shifts can be tough sometimes. You also have to be very committed to your job to sustain the always friendly smile even on the occasional bad day.
What is your ultimate vocation?
To work with different people of different cultures is what I want to do. The Middle East is the best place to be to do so. It is a very competitive place so there is always a challenge to take which allows you to grow within your job.
Author: Claude Fernandes- Mangalorean.Com Team – UAE