Front Office Supervisor
MADE - New York, NY
2 year(s) with Real Hospitality Group
We recently spoke with Cyn to find out more about her journey within the hospitality industry.
How did you get into the hospitality industry and why?
I actually started in the entertainment part of hospitality for the W Hotel in Montreal about 10 years ago. I became fascinated with hotels and got started at the front desk. I've been in customer service for what seems all my life and it was just a great transition.
What do you love about your job?
I believe that I am a people person and my favorite part of my job is interacting with guests. I love seeing and making other people smile. Being able to make their stay a memorable one is something that makes my heart smile!
What are the challenges of your job?
The biggest challenge would be to please everyone all the time. Although we try, we know it's not always possible.
Tell us about your typical work day.
My typical day starts at 2:45 pm. As soon as I get on the floor I have to count my bank. There are times that it is so busy at the front desk that we have to hop right into the check in process. But if it's not busy we proceed to printing out our paperwork and checking our emails and the fax machines for incoming faxes. We make sure all the work is delegated to each associate. We make sure that all Platinum and Gold members have their assigned rooms. We check departures to make sure that guests are checked out at their respected times. We also check in and check out guests, answer phones and in person inquires as they come. The phone must always be answered. We also make sure that we have a courtesy call log to check up on new arrivals as they check in, to ensure that they are satisfied with their accommodation.
What advice would you give to someone starting out in hospitality or to someone who is interested in becoming a Front Office Supervisor
You have to make sure that you are in this business because you actually love hospitality. There is a great deal of personal growth in this industry but if your heart is not it in it will show in your work. Customer service is a big part of being a front office agent and if you have mastered that skill then the rest will be a piece of cake.
Where do you see yourself in 3 years?
Three years from now seems like 10 years somehow in this field of work, so I'm hoping that if I am still in this industry that I have moved up in the scale and have advanced to management position.