HOW IT WORKS |
How I spent my summer
If you were to read the job posting I read or review my application, you would see that job involves "maintaining a thorough knowledge of IHG software, policies, and procedures" and ensuring "hotel consistently exceeds guest expectations by providing attentive, efficient, and courteous service to all guests during check-in, throughout their stay, and at checkout".
While this is all true, pretend there's an invisible asterisk at the end of that. Guests don't know what goes on behind the scenes, nor do they often care. It does not matter that housekeeping has already cleaned and prepared the room, you are the one who gave them the key, making you the key to a successful stay. I found this job through the RPTS department's internship site. I was first placed at a Hampton Inn & Suites in College Station, but after a mere five hours, I was transferred to Holiday Inn Express in Bryan, where I have been ever since. Both of these properties are operated by Texas Hotel Management, a hospitality management company that runs nine different hotels across Texas, as well as multiple commercial development properties. As an intern, I do not receive benefits from the company, but the job does pay fairly well, and offers a flexible schedule, a pay raise after 90 days, and opportunities for promotion. In addition to working the front desk, I was offered a position as a part-time Sales Coordinator with the company, officially starting the role in early August. The sales department oversees large group blocks, rate negotiation, and customer retention. Both of these positions have allowed me to gain an immense amount of knowledge about the hotel industry and gain a new appreciation for what goes on behind the scenes. Since THM is a family-owned business, at least one of the owners will visit each property usually once a week. Being able to talk face-to-face with ownership on a regular basis has provided an excellent example of leadership and how positive owner-employee relations can help a business thrive. The founder, Sam, often does the shopping for our lobby markets, will call each location every evening to ask how we are doing, and is very attentive to customer needs. |
HousekeeperLobby traffic doesn't stop after the housekeeping staff does it's job. While manning the desk, you are also keeping an eye on the lobby, making sure unoccupied chairs are tucked in , spills are cleaned, and dirt is swept up. Of course the TV must be on the right station as well, usually ESPN so no one misses a big game while traveling.
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Guest Services AgentThis is what people see the most of- you working the front desk.
Making reservations, answering phone calls, handling checkouts, greeting guests, answering billing questions, learning how to use company software. |
Crisis ResolverGuest runs out of soap? You bring them more.
A room type gets overbooked? You find more rooms. Reservation was set up incorrectly by a third-party agent? You make it right and apologize, even if it was not your fault. The AC stops working in a room after maintenance has left? Congratulations, you are the new maintenance person. |