Major: Hospitality Management
Company/Organization: West Des Moines Marriott
Company/Organization website: https://www.marriott.com/hotels/travel/dsmwd-west-des-moines-marriott/
Destination: West Des Moines/ IA
Advisor/Coordinator Email: firstname.lastname@example.org
I was responsible for...
•Ensure the appropriate checking in and checking out of guests is handled in a courteous and professional manner •Responsible handling guest issues and forwarding along to other departments/managers as needed •Requires understanding the influence and importance of all departments within the hotel, and responsible for the training of new associates. •Encourages and builds mutual trust, respect, and cooperation among team members. •Achieves and exceeds goals including performance goals, budget goals, team goals, etc. •Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results. •Manages department controllable expenses to achieve or exceed budgeted goals. •Ensures compliance with all Front Office policies, standards and procedures. •Provides services that are above and beyond for customer satisfaction and retention. •Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. •Observes service behaviors of employees and provides feedback to individuals and/or managers. •Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns. •Manages employee progressive discipline procedures for Front Office Staff. •Provides information to managers, co-workers, and subordinates by telephone, in written form, e-mail, or in person. •Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
My greatest accomplishment from my experience is overcoming fear of failure and the unknown. When I was offered this opportunity I was terrified because I did not know the new system and I did not feel confident taking a supervisor role and being in charge of others. Now, looking back I can see how much I grew professionally and personally. Now I am not afraid to say my ideas out loud or train other employees.
One of the lessons that I learned from my experience is trying to understand guest's wants, needs and general issues, while trying your best to make their experience memorable and pleasant. Another lesson that I learned is- don't take anything personally, if a guest is mad at you just apologize and try to help them as much as you can.
Advice for others...
Do not be afraid to take opportunities that might seem too complicated and are not what you had in mind! You never know what kind of job will be best for you, but always give it your best effort and work hard.