HoteLier Profiles Gennero FiLice Front office Manager, Silverado Resort an d Spa How long have you worked at silverado resort? a year and a half. What is a typical day like working the front desk? Typically there is nothing typical. every day you will encounter new opportunities and challenges to overcome. What is your favorite part of working at the front desk? There are two. One is the staff that works with and around the front desk and another would be when you get the opportunity to exceed the guest’s expectations and how you can make someone's stay into an unforgettable memory. What challenges do you encounter with your position? From time to time you will run into opportunities to improve upon the guest expectations. Some of the simple things would be the guests are looking for a very specific room or view. What are some important skills and personality traits for someone working at the front desk to have? skills are important but they can be taught. I find that personality is just as if not more important. someone who is warm, welcoming and sincere. Do you have any funny job-related stories you are able to share? While assisting a bellman and a guest who was the group contact unload boxes into her room i split my pants down the middle of my back side. It was pretty loud and the contact just grinned. I sheepishly excused myself and fixed the issue with my pants. Tell us about a time when you went above and beyond for a guest? 18 California Hotel & Lodging Association summer 2015 i had a couple checking in but their room was not ready at 4pm. it was going to be another ten minutes and it was the wife’s birthday, so i called the grill and had them bring down a piece of cake with a candle and two glasses of sparkling wine. We also had a nice grand piano in the lobby. While i gave the guest their keys, i had “happy Birthday” playing in the background and placed a piece of cake with two glasses of bubbly in front of them. i thanked them for their patience and wished her a happy birthday. Are there any mottos or expressions you tend to use at work? “go back and check.”
CHLA Lodging News Summer 2015
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