5 Things I Learned Working at a 5-Star Resort
A Look Behind the Front Desk
I never thought I would experience working at the front desk of a hotel, but I'm SO glad I was given the opportunity. My plan was to secure a PR internship during the summer like many of my peers and improve my skills at an agency of some sort. In the spring while I studied abroad in London, the last thing on my mind was the reality of being back home. I went from "must have a PR internship" to "find anything related to communications" as it opened up my options. Long story short, I got the job at a luxury resort and golf club. No more stress!
I went into the position with zero expectations because I didn't really know anything about the luxury hospitality industry other than what I've witnessed as a guest. The good news: I had the BEST experience. The front desk is equivalent to the brains of any business operation. Need a toothbrush? Dial the front desk. Want local activities for the week? Dial the front desk. Need to plan a last-minute day trip to Nantucket for your family of 10? Dial the front desk! We graciously handled requests or transferred guests to the correct person on property. In a way, front desk agents are like go-to problem solvers. ( Sounds like the work of PR professionals, doesn't it?)I learned so much about the importance of customer experience and customer service that I can use for future professional opportunities.
Here are 5 of my biggest takeways as a front desk agent:
1. The Power of Politeness
A Forbes 5-Star hotel must maintain certain standards in order to be given the coveted title each year. I learned these Forbes guidelines even before I stepped foot behind the desk. Proper training is definitely important as each of us represent the hotel and shape its reputation. I found the lesson on communicating effectively with guests super helpful. The elevated language they use brings a sense of professionalism, yet I didn't lose my personality and become a r.o.b.o.t. So instead of saying 'Hey' or 'Hi' I would greet guests with a 'good morning' or 'good afternoon.' The 'no problem' phrase turned into 'that's quite alright!' I also replaced 'you're welcome' with 'my pleasure!' Eventually, I couldn't help but speak like this outside of work...it's habit, sorry!
2. Happy Kids = Happy Parents
You know what people love more than being treated like royalty at a hotel? When you absolutely amaze their children and give the little ones the best vacation experience ever. Family trips can be difficult when kids lose their sense of routine. In the lobby we had a bucket filled with toys as a nice distraction during check in and check out. A tray full of cookies and lemonade awaits guests as they arrive, and sweets are always the way to a child's heart. Lastly, we offered VIP cards for kids so they can feel special at the resort. The card allows them to receive free drinks on property, pick up a special prize at the gift shop, and enter a lottery to win a return trip for three nights. Everyone wins!
3. Crisis? Keep Calm
We experienced a minor, I mean VERY minor, environmental issue that affected the resort and the surrounding towns for a few hours. I was actually pleased that I experienced a real situation in a professional environment to practice my crisis communication skills. The first step was to formulate a letter to place in all rooms to inform guests of what was happening. Next, the front desk agents and I made sure to keep the guests updated and answer any inquiries. Guest's reactions varied from furious to absolute chill, as you can imagine.
4. Be Kind to Your Staff
I was pleasantly surprised and equally as shocked when I found out that hotels have a database filled with the dirt on previous and incoming guests. There are notes on each of the guest's preferences, food allergies, special requests, family dynamics, and more. This useful information helps the hotel personalize everyone's stay to ensure they have a wonderful experience. It should be noted that along with this extreme game of "Getting to Know You," guests also familiarize themselves with the hotel staff. People could tell there was a sense of family at the resort and after a week stay they became a part of that union. Having said all this, remember that it's human nature to share information, and when its your job to know everything you can about your guests, it becomes a tell all at the front desk. What goes around, comes around. Simply put, be gracious to your staff and you can assure that they will go above and beyond to make you feel special.
5. Customer experience is EVERYTHING
I'm glad we covered this in my New Media and PR class, because it reassures me that my summer wasn't spent just having a great time learning about the hospitality industry. I am now able to take all those hours spent at the resort and apply it to my PR career. With the rise of social media comes a more competitive business environment. People share their opinions about everything online and inform their friends and family about positive and negative experiences. This puts pressure on hotels to bring their A-game and exceed guest's expectations, as they become advocates for your resort when they leave. I witnessed a family come back for their tenth summer, and it can't be just for the pool and golf course. Customer service builds a loyal community of people willing to rant about how much they enjoyed their time at the resort.
Although these are the most prominent lessons I took with me, I learned so much more. It takes a diverse team of passionate people to successfully operate a hotel. I enjoyed my conversations with guests from all over the world and getting to know their families as well.
If I could, I would do it all over again.