Lessons from the front desk: tips for hospitality success

Gilbert Gatdula, Guest Experience Agent, QT Hotels

MBA (specialisation in Tourism & Hospitality Leadership)

Where it all started

Since high school, I knew that I was going to be working in the hospitality industry. I was enchanted by the beautiful uniforms staff get to wear in international hotels. My bachelor's degree centred on hospitality management and my work experience was in the hospitality industry.

After graduating from university, I was offered my dream job as a Guest Services Agent at Dusit Thani in Manila, right in the central business district. Over the next 8 years, I progressed to managerial roles such as Management Development Officer, Guest Experience Manager and finally Senior Manager of Total Quality Management. Here I was responsible for the hotel’s career development project, customer satisfaction initiatives and industry certifications.

After 8 years at Dusit Thani Hotel, I became the Talent Development Manager at New World Makati Hotel. I oversaw programs at their training academy and assisted in strengthening partnerships with universities. I was later promoted to Assistant Director of Talent and Culture where I supported the Director in implementing Talent & Culture and Training & Development Strategies.

A change of scenery

After 10 years working in the hospitality industry, I knew there were still so many things to learn. In the Philippines, I worked with people from the same nationality and cultural background, and I wanted to experience working with people from different cultures. I also wanted to build my leadership skills with an MBA.

I was deciding between Canada and Australia and decided to come to Australia as my best friends were already studying here and the weather would be warmer. It was a surprise to me when I moved to Melbourne that there were days when it was colder than Canada’s! Sometimes we would experience four seasons in one day.

I love that Melbourne is very multicultural. There’s a Chinatown, India town, Korea town; there are many Filipinos already living here so it’s easier to settle into the local community. There’s a lot of things to see and do. I feel like a tourist every time I go out.

Coming to Kaplan Business School

After I decided to come to Australia, I was considering several education providers. Kaplan Business School (KBS) was efficient in answering all my questions and processing my application. They had also won a number of industry awards. So, I enrolled into their MBA with a specialisation in Hospitality & Tourism Leadership.

At KBS, I get to study with people from many different cultures, hear different perspectives and learn about experiences from the Middle East, Europe and Asia. I have worked in hospitality for many years and KBS teaches me the theory and scientific reasoning that matches my real-world experience. They teach subjects on cultural and emotional intelligence which I believe are the most important skills to have in hospitality.

I want to network with other students and improve my skill set, so I have been volunteering with the KBS Student Experience team for the past 2 trimesters and now I am a Student Ambassador. It’s a program where you can build your interpersonal and leadership skills, implement new ideas and projects, get academic advice and improve your employability. I help with organising on-campus events where students can feel connected and engaged with the school community. I recently received the High Achievers Award for Academic Endeavour.

Getting my first job in Australia

My first job in Australia was at the Mantra Melbourne Airport near the Tullamarine Airport as a Guest Services Agent. I was on the night shift. I managed guest check-ins and room assignments as well as services including concierge, food and beverage and housekeeping.

I found this role through a Filipino Community group on Facebook. Even though it meant a two-hour trip on public transport or pricey Uber rides, I made the sacrifice to gain some real Aussie experience. Luckily, after three months, I landed a new role as a Guest Experience Expert - Night at Le Meridien Melbourne in the CBD, making my commute more convenient.

Even though both roles were on the night shift, they were ways to get into the local job market and I could fit them into my study schedule. My current job is as a Guest Experience Agent at QT Hotels and Resorts. I work hand in hand with our concierge or as we call it ‘The Director of chaos’ as day makers, providing exceptional service to all our guests.

The AICR Awards

Last year, I entered the AICR Australia’s national competition for Best Hotel Receptionist. AICR is an organisation for Front Office Managers of Luxury Hotels. They provide member activities, networking events and share best practices on areas such as concierge services, guest experience and work safety.

In the competition, we had participants from all around Australia. There were 3 rounds. Round 1 was an online interview where we were given real-world case studies to solve. Round 2 was about group dynamics and how you worked as a team at the front office. Round 3 was about handling guest complaints. It was an intense, challenging but fun competition. Out of 16 participants, I was first runner up and received my award at the Crown Hotel in December last year.

During the competition, I had full-time study and doing night shifts at the Le Meridien, so balancing everything was challenging. However, the competition was a great opportunity for me to network with other industry professionals.

Advice about working in Tourism & Hospitality

If you’re thinking about working in tourism and hospitality, there are a few things you need to know:

The jobs are not routine jobs. There are standards and systems in place, but there no two days are alike. There will be days when its peaceful and then days that are busy or stressful. Expect the unexpected.
Hospitality roles are not like office jobs that are 9am – 5pm and you have an idea of what needs to be completed each day. You have day and night shifts and new tasks always suddenly come up.
Hospitality roles foster creativity. To make every guest’s stay at the hotel memorable you may need to go that extra step (e.g. gift for a VIP guest’s birthday, upgrade for a newlywed couple) or if a guest complains, you need to think of a solution quickly.

Today’s guests

Today’s customers have high expectations. This is partly due to social media. A VIP guest may post a video of their experience at a hotel including the food they ate at the Michelin restaurant, their luxury suite or amenities. Then every person who sees that video will expect the same treatment.

Every guest wants to get value for their money. They have a certain level of expectation for the amount they pay. If you deliver what they expect, then that’s considered service excellence.

You’re not just providing customer service face to face, but also online. You will need to read and respond to customer enquiries and reviews on Google and the social media channels. Since anyone can leave an online review and the hotel industry is dependent on customer loyalty, there’s pressure on hotel staff to deliver the perfect experience every time.

VIP members have an even higher level of expectation. Hotels usually have specific standards in place for VIPs. To succeed as a VIP manager, you must have an attention for detail and get to know the unique needs and wants of each VIP guest to make their stay at the hotel memorable. The hotel may receive positive reviews, referrals and loyalty in return.

Where I see myself in 5 years

In 5 years, I still see myself in Australia. I’m very optimistic because Australia is a land of opportunity. There are many career and networking events and support services to help you advance in your career. Of course, I will still be working in hospitality. What I enjoy most about working in this industry is that no two days are alike. You need to be creative and prepared for what the day brings! I would also like to teach as I want to pass on what I’ve learned in the industry to other people.

Want to connect with Gilbert Gatdula?

https://www.linkedin.com/in/gilberto-gatdula/

Want to take your leadership skills to the next level in Hospitality and Tourism? Learn more about our MBA (specialisation in Hospitality & Tourism Leadership).