Latest news with #guestservices
Daily Mail
27-05-2025
- Business
- Daily Mail
I work on cruises - this is my biggest pet peeve... and these are the staff with the best pay
Ever wondered what goes on behind the scenes on your cruise holiday? A cruise crew member has lifted the lid on what it's like to work as a member of guest services. Posting on Reddit, the crew member revealed that their biggest pet peeve is when holidaymakers 'demand' to speak to the manager'. 'Most of these people I would be happy not to have to deal with, however what they fail to realise is that I might get in trouble if I immediately call a supervisor without trying to resolve the issue by myself first,' they explained. 'If seeing the manager is warranted, I promise you won't have to say it.' And luckily it's really pretty easy to keep cruise crew happy, according to the staff member. They said: 'Be nice. That's literally it. We deal with all sorts of entitled complainers. 'Now some, if not most, complaints are perfectly valid but if you're not an a**hole about it, we'll do everything we can. And we will appreciate you being nice to us.' However, even really pleasant passengers will struggle to pick up any freebies or an upgrade onboard. The crew member claimed that there's actually 'no way' for staff to upgrade passengers once they're on the ship. They advised guests who want an upgrade to enter the room bid before the ship sets sail. They added: 'You can get your room changed in extreme circumstances, but even then it's most likely it's going to be the same or lower tier.' The staff member explained that while cruise ships will keep a few rooms spare, they're for emergencies and won't be used to upgrade passengers. And the guest services insider revealed there are also a 'very limited amount of free amenities' that they can send to a passenger's room. 'Normally we're only supposed to give these out to relieve a frustrated guest, but there have been instances where I would do it as kind of my own gratuity for someone being extra nice to me,' said the crew member. While the anonymous crew member said they enjoyed their job, they warned that most Americans wouldn't 'be happy with the wages'. But if you are looking to hit the high seas as a crew member, there's one job that's the most desirable position onboard, according to the cruise worker. They revealed that entertainers are 'by far' the happiest members of staff onboard the ship. The crew member said: 'They have the most time off and are very well paid.' It comes after MailOnline exclusively spoke to Carli Fogel, from Florida, who studied university on a cruise ship in 2018, and described it as 'the best four months' of her life.
Hospitality Net
22-05-2025
- Business
- Hospitality Net
Nick King has been appointed Director of Rooms at Hyatt Regency Lost Pines Resort & Spa in Cedar Creek
Hyatt Regency Lost Pines Resort & Spa, a Texas Hill Country destination resort set on 405 scenic acres along the Colorado River, is pleased to announce the appointment of Nick King as Director of Rooms. With over a decade of experience in hotel operations across multiple Hyatt properties, King brings a strong background in guest services, team leadership, and a passion for creating exceptional experiences. In his new role, King will oversee all aspects of the Rooms Division at Hyatt Regency Lost Pines, including front office, housekeeping, recreation, and guest services. His leadership will support the resort's continued commitment to warm, intuitive hospitality and its seamless blend of comfort, service, and natural beauty. King most recently served in leadership roles at Hyatt Regency Long Beach and Hyatt Regency San Francisco, where he oversaw key aspects of the Rooms Division and led high-performing teams across front office and guest services. He began his Hyatt career at Hyatt Regency Clearwater Beach as a Bell Attendant and steadily advanced through positions of increasing responsibility across several Hyatt properties. Outside of work, King is an avid traveler and food enthusiast. Together with his wife Kristine—whom he met while working at Hyatt Regency San Francisco—he has explored more than 38 states, 15 countries, and three continents, with favorite destinations including Banff, Kauai, Porto, San Sebastian, Zion, and Dubrovnik. When not on the road, the couple enjoys time outdoors and relaxing with their two cats, Marble and Forrest.
The Sun
08-05-2025
- Business
- The Sun
How receptionist jobs are vital to economy and could be springboard to senior roles
THEY are the first people you see at any company and they can shape the perception of the entire firm – so why don't receptionists get more respect? Almost a quarter of a million people work in this role across the country, but there is still a belief it is a junior position you can do without experience. 4 4 While it is possible to train as a receptionist for your first job, it is also a specialist position that requires people skills plus outstanding organisation and timekeeping abilities to be successful. May 14 is National Receptionists' Day, which aims to highlight how vital the job is to the economy and to showcase it as both a career in its own right and as a springboard to more senior jobs. With the move to hybrid working, the traditional receptionist role is evolving fast. And there is a rise in demand for the role to become part of a wider 'guest services experience' as offices become more like luxury hotels to tempt staff back into the building. Modern receptionists have to be multifunctional front-of-house professionals who can handle everything from meet-and-greets to tech support and event co-ordination. Salaries are evolving too, ranging from £18,000 for first jobs to more than £45,000 for senior reception managers at highly prestigious firms. Hanna Barrett began her career on an airline check-in desk before becoming a receptionist in 2006. Now, at 44, she is Director of Operations for front-of-house firm Portico. She says: 'Receptionists are small teams with a big impact. They're often the first point of contact for a business, helping shape reputation, customer satisfaction and client retention.' Hanna, from Chelmsford, Essex, adds: 'I left school with very few qualifications, but attitude is everything in this industry. Inside the glam life of The Apprentice's new receptionist - from modelling snaps to incredible hidden talents 'You need to be open, kind, emotionally intelligent and resilient. 'A good receptionist is someone who genuinely wants to help, who listens well and who can stay calm under pressure. 'You also need to be able to multitask, adapt quickly and show initiative — often while making it all look effortless. 'Once you're in the role, there are so many opportunities to learn, develop and progress, if you're willing to put the effort in.' Starting as a receptionist can also lead to a number of step-up jobs. Transferable skills These include community managers, who promote workplace culture and keep staff connected in hybrid offices, floor hosts, who provide support and a reassuring presence across office floors, and experience hosts, who create tailored welcomes that reflect a brand's identity. But like any role that involves people, it can be challenging. Receptionists are expected to be calm, presentable and professional at all times, even on the most difficult days. But whether you want to stay on reception or move up the career ladder, you will still learn a wide variety of skills — including communication, problem-solving, customer insight and professionalism under pressure — which are transferable to any sector. LEARN MORE ABOUT KEY EMPLOYMENT SECTOR HERE'S how to open the door to success as a receptionist. ENJOY MAKING PEOPLE HAPPY: If you love making someone's day better, you'll thrive in this work. LET YOUR PERSONALITY COME THROUGH: Great receptionists have something special about them. Bring your authentic self to the job. STICK AT IT: Don't expect to jump to the top immediately. Build your experience, and gain credibility. BE CURIOUS: Take the time to learn how everything works – the business, the building, the team. Ask questions and get involved. UNDERSTAND THE INDUSTRY: Know the language, expectations, and service standards. That awareness helps you stand out for the right reasons. SAY YES TO OPPORTUNITIES: Whether it's shadowing a colleague, supporting a new project, or stepping out of your comfort zone, just say yes. HOW TO SUPPORT GRIEVING STAFF 4 IT is Dying Matters Week, which offers an opportunity to consider how we approach bereavement and other personal loss while also trying to hold down a job. While many employers are making efforts to address this sensitive issue, it is not talked about enough in most workplaces. Three in four employees admit a bereavement has, at some point, affected their performance at work. Wellbeing expert Zoe Sinclair, from mental-health consultancy This Can Happen, says: 'Grief is not just about death. It can be a state of mind when one is going through a divorce or any kind of loss.' Here Zoe shares her advice for employers: SHARE BEREAVEMENT POLICY: Ensure all employees are familiar with it, by communicating it at least every six months. LEADERSHIP VISIBILITY: Encourage senior managers to openly discuss grief support and raise awareness. TRAIN MANAGERS AND OTHER STAFF: This can help them build confidence in handling conversations about grief. Consider developing a toolkit to guide discussions at key points, including upon initial notification, during leave and when an employee returns to work. EMPATHETIC LINE MANAGER: Support can include offering verbal condolences, sending a card or flowers, asking how to help, allowing flexibility or granting additional leave. PLAN THOUGHTFULLY FOR A RETURN TO WORK: Address timeline adjustments or role modifications as needed to ease reintegration. ACKNOWLEDGE LONG-TERM EFFECTS: Grief can impact performance over time. Ongoing check-ins can help managers stay attuned to evolving needs. SIGNPOST AVAILABLE RESOURCES: Make employees aware of support and repeat details regularly. FACILITATE PEER SUPPORT: Consider setting up internal drop-in grief circles to provide safe space for shared experiences. HAPPY RETURNS NINE in ten people who have taken a career break say they found it hard to get back into the workforce. To help, the UK's first Career Returners Week will run from May 12 to 16 offering help and support for jobseekers. Events will take place online and in-person in Dublin, Edinburgh, Leeds, London and Newcastle, with advice from top firms including the Bank Of England, Sage, the FDM Group and JPMorganChase. Julianne Miles, co-founder of specialist recruitment platform Career Returners, said: 'The involvement of leading employers sends an important message.' For more information, see APPLY YOURSELF 4 EMPLOYERS are warning candidates that using AI in job applications could be seen as 'misrepresenting' their skills. Half of bosses believe young people are 'overselling themselves' by using tools such as ChatGPT, the Institute of Student Employers found. The problem is worst with college leavers, with 52 per cent of employers claiming AI masked their real skills, but 48 per cent also felt the tech gave a false impression of graduates. More than 1.2million students applied for under 17,000 graduate vacancies last year, a 59 per cent year-on-year increase that is partly attributed to use of AI. Stephen Isherwood, joint CEO of ISE, said: 'It's important that students are genuine about their capabilities.'
Daily Mail
06-05-2025
- Daily Mail
Manager of a luxury hotel reveals how to get a suite upgrade and what really annoys the staff
The manager of a luxury hotel in Barbados, has lifted the lid on how to get upgraded to a top class villa, and has also revealed what rubs staff up the wrong way. Christopher Pitt, 56, is guest services manager at the Royal Westmoreland, a luxury resort covering over a square mile of the Caribbean island, where he has worked for 19 years. He told there's no such thing as a standard day for him, but his most important task making sure his staff 'are ready to face the guests with a smile and do an outstanding job'. But while Christopher 'loves his job', his least favorite task is 'dealing with disgruntled guests'. And he explained his greatest 'bugbear' is 'when you spend an hour or two trying to get a booking for them and calling all your contacts, and then the guest cancels'. Another cheeky guest behavior, according to Christopher, is when they try to depart their villa after their scheduled check-out time and 'pretend that it's normal around the world'. But he warned there's one key mistake guests can make in Barbados that's unlikely to impress their hotel staff. 'Barbadians are usually very polite people,' explains Christopher. 'So when a guest enters an area and doesn't say "good morning/good afternoon/good evening", it sometimes comes over as unmannerly.' On the question of upgrades, Christopher reveals he's had turn down requests in the past. But he said guests who 'complain about a maintenance issue or construction' are those most likely to get better accommodation. Despite the bugbears, Christopher says he would never want to 'trade' his job for anything else. He said: 'I love meeting new people and creating special experiences for guests. No two days are the same and I love chatting with people.'
