I started working for Galgorm Resort & Spa in October 2016. So, it’s only been two years.
When I first joined the Resort, I started working as Hotel Duty Manager. As Hotel Duty Manager you have to meet & greet guests and ensure they receive outstanding customer service throughout the Resort. You handle guest complaints and ensure quick service recovery. Part of the role is to coordinate the activities of all departments within the Resort and promote consistency of service. Daily walk arounds ensure that standards correspond to the standards of service we take pride in.
After almost a year and 6 months, I was promoted to the position of Assistant Operations Manager, which is also my current role.
As part of my new role, I oversee hotel’s operations including, but not limited to, Reception, Guest Relations, Concierge, Night Team, Hotel Managers. To ensure I have the necessary knowledge to lead these teams, the Resort has offered me the opportunity to get trained in each and every department and further, attend an ILM course which enabled me to develop my leadership skills.
Furthermore, part of my role is to coordinate and administer Resort’s services and facilities to ensure guests’ satisfaction. By monitoring guest satisfaction levels and identify trends for improvement and development we can implement service recovery guidelines and develop action plans to correct deficiencies within the property. My manager Chloe Robb has certainly been there for me as a mentor, supporting me and providing advice along the way.
ILM Level 5 – In progress.
I can very easily get bored so the fact that every day is completely different from one another is really what I need. The fact that unexpected can happen any time, this really keeps me motivated and challenges me on a daily basis.
Unless you are ready to sacrifice your weekends, this is not the industry for you.
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