Learn from Colleagues

I have great colleagues. Most of colleagues have high motivations to provide good services. I can learn from them about hospitality and services in a hotel. I particularly observe Ms. Takai, Ms. Meya, and Ms. Handa. I always watch and study how they treat and communicate with customers and get their tasks well done. I have been learning that I should anticipate guest’s next movement and quickly move for it. I believe when we can exceed customers’ expectations, the customers will like the hotel and come back again. I try to provide the best services and exceed customers’ expectations, but I still do not know if my action or service was the best or not yet. Therefore, I always review my action, consider better actions for the next time by myself, and then ask my supervisor or colleagues particularly Ms. Takai, Ms. Meya, and Ms. Handa to improve my action.

Recognition

Recognition is very important to provide good services. I try to memorize more guests' name and face. It is good to know because it becomes easy to take orders from guests, successfully implement the orders, and welcome them at the next time. The most important reason is that guests can feel they are special and treated well, and eventually they want to come back to the hotel again. When I welcome guests and escort them to reception, I have some casual conversations and try to find some unique points to remember them. I also ask my colleagues to recognize who the guest is or how the guest looks like. It is fun for me to increase a number of guests who I can recognize.

NOMInication

MOMInication is a funny creation of words combined Japanese and English. It is combined NOMI and communication. NOMI means drinking in English, so Mominication means "drink and make communication with colleagues. It is one of ways to make good relationships within staff.

I like NOMInication because it is good to know colleagues and a company and also have fun to carry away my stress from work. Although I can't afford to go to drink often, I would like to attend as much as possible.

Elegant

I am advised by my supervisor to improve my some gestures to be a better hotel person. She particularly advised me to make my vow and walking more elegant or slower. I try to improve my attitude. Before I go to work, I always make sure to focus on those assignments.

Learned from Duty Manager

When a guest just arrived at hotel by taxi, his credit card could not be accepted to pay for taxi fare for some reason. We suggested that we paid for it instead and taxi fare was charged additionally to his room charge. It was kindly accepted by a guest, and a guest requested to have a receipt of taxi fare. I asked a front clerk to give the receipt to a guest after checking in, but a front clerk unfortunately said we only could give a copy of receipt because we have to hand in original receipt to the financial department since we actually paid for his taxi fare. A guest still requested the original, and it was a uncomfortable situation for a front clerk.

Duty manager kindly and quickly advised a front clerk to give the original receipt to a guest and make a copy for our internal procedure as long as a guest requested. I learned form duty manager that we should be flexible for customers.