INTERNSHIPS
Reports
I am Ready!
2018-09-15
彭正為
PANG Ching Wai
察殿酒店和公寓集團
Chatrium Hotels and Residences
曼谷
Bangkok
This summer, I worked as a Guest Services Officer in the Emporium Suites by Chatrium. Emporium Suites is a hotel located near the Phrom Phong BTS station, which is the city centre of Bangkok. As a hotel located in the prime area, numerous guests from all over the world will stay in the hotel. In these six weeks, I have tried to work for the At Your Services (AYS), which is an office for answering the call from the hotel guests. Apart from AYS, I also work for the concierge, and the front desk. For me, I like working for concierge, but it is true that the front desk can learn more.
As a concierge, I need to answer the guests request. For example, the location and the operation hour of the hotel facilities, like swimming pool, spa, restaurant etc. Therefore, I need to memorise the ‘Product information’ of the hotel. Apart from the hotel information, more challenging for me will be answering the information about the tourist spots. As I am not staying in Bangkok for a long time, I am not sure about the direction and the location of every tourist destinations. Some guests even asked me for a recommendation! Luckily, I have tried my best did some preparation before I work as a concierge. I can show the tourist map provided by the hotel and point out some famous restaurants for them.
Apart from answering enquiries, we need to help the guest to do almost everything they requested. I remember a guest from the Mainland China, he is not very good at English and would like us to help him to book the air ticket from a Low-Cost Airline and would like to pay by cash. However, the airline not accept cash as the flight will depart the next day. My supervisor asked me to help the guest to the travel agents inside the shopping mall nearby to assist the guest. After around one hour, the guest bought the air tick under my translation within the agency staff and the guest; he bought the air ticket successfully. He said, ‘Thank you’ (in Chinese) to me and that moment made my day.
After working as a concierge for two weeks, I started working at the front desk. At the front desk, most of the duty will be helping the guest to check in and check out, preparing some documents for guests and VIPs arriving in the next day. For me, the system is not easy. There are several steps to follow when doing the check in and check out. I should also always be alerted and careful. Working at the front desk, I have more chances to communicate with the guest since check in and check out is essential for every guest. It enhances me the communication skills and the confidence of chatting with people from all over the world.
The happiest moments in these six weeks: When the guest recognised you and called your name to greet you.
At this moment, I know I am ready to work in the tourism industry.
