Lillian Fox

Responsibilities

My responsibilities were mainly in the guest services/ front desk area. I would help check guests in, answer their questions and help assist with any problems and do the opening/closing responsibilities. Opening responsibilities included cleaning the front desk, pre-assigning rooms for the day, and checking guests out. Closing responsibilities included routing 3rd party reservations, adding packages to guests' folios, and restocking the front desk to prepare for the next day. I would also work PBX (phone operator) and would answer guests' questions via phone calls or text. Another responsibility I had was to work with other guest services interns and collaborate with directors of other departments on an internship project.

Accomplishments

My greatest accomplishment during my internship was being seen as someone who was serious about their career. I had expressed to my director how this was the industry I want to work in and that ideally I want to be in his position one day. After having that deep talk with him, he started to open doors for me and had me shadowing supervisors, managers, and even himself one day. He also started to bring me to high-up meetings that would have the other directors and even our General Manager in them. My greatest accomplishment was seeing the behind-the-scenes of the industry.

Learning experience

The greatest lessons I learned from my experience were patience, making connections, and knowing when enough is enough. Being patient was a huge lesson I learned while working at the front desk. While working in guest services, I would often encounter angry and upset guests who would take their frustration out on me. The main thing I would always remember in those scenarios was that I was being paid to handle this so I can be patient and sympathetic with them. Another great lesson I learned is that sometimes, I simply do not get paid enough to deal with certain guests. One night I had been screamed at and called profanities by a guest and after that encounter my supervisors and director told me that I do get paid enough to be yelled at, so when a guest starts to raise their voice and cuss, to leave and get someone who is paid enough for that. Making connections is so important in the hospitality industry. Who you know can get you far.

What advice would you give?

My advice is to have fun in your profession. Hospitality is a fun and very broad industry and each day is never the same. There is some sense of a routine, however, there is also enough variety and randomness to never make the days dull. You will have many fun stories to tell from this industry!