So now that I've left the company, I guess I can safely disclose photos, my job scope and my sentiments? so yes. Before I start, this is my uniform:
haha sorry for censoring my face. I looked a little weird in the photo. So yes here's my uniform. It's a 2 piece suit. Really body hugging and I love it because it looks super slimming hahah!
One of the reasons why I like to go to work: Check out how we get to look! Love my hair. Ok I admit I don't look like this everyday. This whole Sia girl-esque hair was actually done by Vereen for me. Basically we just did a bump/bouffant thing on top with bobby pins, and its a simple bun at the back. My normal day hair would be a french twist, which automatically gives me bumps on top somedays. So I like it:) And okokok my eyebrows look horrendous I know. Still trying to get it trimmed one day argh.
Anyway yes, so looking like that everyday made me feel all the more empowered to do my tasks better lol. Because I feel pretty-> translates to more confidence-> I treat guests more warmly-> they get a better experience. So yes all hotel staff members should have pretty and fitting uniforms:)
So basically what I do: I was attached to the Front Desk. Starting from the Back Office where I learnt to pick up calls and adopt a professional verbiage, I began to see how the entire Front Office worked. Helped out mainly with room moves and administrative work. Sometimes running errands for seniors which I really didn't mind at all. Actually allowed me to take a breather from the annoying phone calls. Also let me explore the hotel as I travelled around a lot heh! There were days when Housekeeping was shorthanded so we had to render our services to strip rooms. Now that was the best part! All we did was remove bed sheets and all linen, threw it down the linen chute, clear the bin. So when the room attendant finally got to the room, there was lesser to do and we could have inspected rooms quicker. Back to picking up phone calls. It may seem like a really simple task. I mean it's not physically tiring I guess. All you do is sit in front of the computer and the telephone, and just answer calls about extension of stay/late check outs/ free internet. Sometimes you get the occasional incensed guest who demands to speak to the manager/needs to complain about some aspect of the hotel. And you have to listen and apologise for something you did not do. Attempt to solve the problem and be cheerful throughout. An angry guest does not think from the hotel's POV most of the time, so I guess its harder to explain things to him. Really requires quite a bit of patience and maneuvering of speech patterns to get your message across sometimes.
Then room moves. I actually enjoy doing room moves (especially on behalf of guests when they permit) because I get to go up to guest rooms. We have beautiful rooms and a breathtaking view. So yes its always a pleasure to be up there. But there were annoying moments as well. Like when a guest did not commit what time he was moving or if he wanted us to wait for him to do the move/move on his behalf. Then we were left hanging. What's worse was if that day was a busy day and we didn't have enough rooms to go around alr-.- Or when we enter guest rooms only to find everything unpacked/ safe deposit boxes still locked. I once had to move a guest's dirty socks and WET underwear. Then there was once I forgot to move an Evian bottle from the fridge (it was hidden in the fridge for crying out loud!!) and had to go up to the guest's new room to apologise. Ended up working OT because the guest took pleasure in telling me off for 1 hour. Room moves were also good opportunities to interact with the bellmen and GROs because I often required help from them to move (since I was the only room move girl and I needed somebody to help me with the luggage)
Eventually, I moved on to the Front Desk. Helped out with check ins and check outs, as well as other guest requests that reach us. For example, locating missing watches/iPads. Sometimes we had to recommend restaurants and local food places (most popular question: where can I have Bak Kut Teh at 2am? YOU ASK ME I ASK WHO) But I love it when we're pretty free at the Front Desk and a group of tourist (especially families with young kids or like a group of friends) come to check in. Then I would have the luxury of time to explain certain tourist attractions to them. Even mark them out on a map. I lovelovelove recommending shopping places to my guests and seeing them light up lol! (but idk why nobody likes going to our museums. everytime I suggest this as an activity for kids, the parents always change the topic and ask if there are malls with Children playgrounds. I only know Vivo hmmm) Of course there were super stressful busy days when kids get really impatient when we tried to locate rooms for them when they arrived way before check in time. Then they start going "阿姨，好了吗？怎么这么慢啊?" at every 5 second interval I swear. and then you have people who think you're deliberately forgoing them of their opportunity of a complimentary upgrade because you're mean and evil like that. Please. has it ever occurred to you that we were just. full? Seriously. Sometimes they think I'm lying when I say we're out of complimentary upgrades. And when I gave twin rooms to guests who were not guaranteed King, I got spat on, while the guest pointed his finger at my head and started insulting me and my parents. Man I'll never forget that moment I almost snapped hahaha. I really don't get how getting a King bed was so impt that you could proceed to losing yourself at a public place and curse at a stranger AND HER FAMILY MEMBERS (whom you have never met) but maybe that's just their culture. idk. we're so similar yet different (get a hint where these guests were from?)
Of course, there are the wow stories that I'll always be proud of. Going the extra mile to impress our guests. Came in the form of making personalised guidebooks on Japan and buying Starbucks souvenirs for them, decorating rooms to celebrate anniversary and surprising the guest with petals, soft toys and a chocolate amenity. Even the simple mention of our names in guest comment cards. Really goes a long way in my heart. Knowing that my services were appreciated. Having guests remember my name when they came back on their second visit. A double bonus:) Also, I really treasured the fact that the company allowed us to use our empowerment to wow and please guest as long as it was within our means. I liked the fact that we were given the flexibility and I'm sure our guests saw this in us as well.
One more thing to note: even as a trainee myself, I was given the opportunity to train newer staff. I guess it's just because the turnover rate in our industry's relatively high and we get new people every month. So I get to train the newest noobs everytime they come in by briefing them through tasks in the back office and room moves. Really loved being a mummy to all of them:) Kinda made me feel important too hahahah! Like they needed me in that 2 weeks or they would be completely lost! I'll remember every one of my babies!
Zo'an
Jessie
Terry (although he left after 2 weeks. I wonder if it was partially my fault...)
Claire
Maria
Fang Ren
Jason
And now more pictures!
Sharon and I! (okokok my eyebrows sigh)
Yukie!!
My First Class Card (with lotsa stickers!)
Guidebook for our guest by Zo'an and me. Titled Japan at a very brief glance lol
Another surprise Sharon and I did for an anniversary guest!
Alright, that's about it! Oh my it's already 2.30 and I'm not even sleepy yet. Was it because I went to run at night? Sigh idk la. Shall try to go sleep heh. Good night everybody!
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