Hotel diaries...to be continued

Maria is working for 4 star hotel  for the last 4 years. She started as a receptionist while she was still in the University and then, after graduating she moved in reservations.  

8.00 a.m. Office is still empty-something she cannot say for her mailbox. Large cup of coffee and start reading the first of the 1000 mails, received from 8.00 p.m. yesterday till now. 

Mr. Shum Shi is complaining about his view. He claims that he has been promised to have a sea view. Strange-doesn’t he knows that the sea  is something like 400 km away? Never mind, we have to apologize for not following his special request. And offer a free drink or upgrade for next time.

Mirian from that Israeli tour operator is sending her 45^th update of the rooming list for today. Good, only 15 changes. The coffee is half empty and here comes the third mail. An event organizer from UK chosen your hotel for the 34^th annual conference for “X-cologists something” and require to book your 250 rooms, out of total of 167. What a great research! 8.15 a.m. and already tired. Tripadvisor sends the last day posting of an American couple, staying for a week in your hotel. “Great great great”-wasn’t  it the couple that had the unique chance to be forgotten on the airport, then accommodated in the worst room, near chillers, and then being charged double for a dinner? Oh yeah, don’t forget that the receptionist put them some extra minibar charge at check-out and the laundry lady ruined lady’s favorite dress.

Eddie is a one year old at the reception. Last month he received a name tag without trainee on it. He came on shift 2 hours ago, but he still didn’t had the chance to mention that there is suspicious red bag at the lobby, because all of the departures spontaneously decided to take one and the same flight Friday morning and of course have a breakfast and check-out at one and the same moment.

9.15 a.m. and the bag is still there. Call security guy. A long walk around the bag. Do we have to open it? Noooo, remember Stockholm 1987-there was a bomb in a red bag left at Holiday Inn lobby, be careful! Should we call police? Noooo, what about the image of the hotel? Should we call the Management. Nooooo, they are on a Morning meeting and there are strange things happening there now-no interruption. After 30 minutes of deep reflections, the security guy decided not to do anything and goes back at his office. Afterall somebody left it there, so that somebody has to pick it back.

11.15 the lobby cleaning lady is cleaning around the red bag. “Strange, this bag was here yesterday as well” hey, the receptionist-what is this bag here about? I don’t know, I just came on shift after 3 days off-the longest vacation from one year and don’t you remember my name. Yes, she says-Trainee.

End of morning meeting. GM walks around the hotel. “What’s the story of this bag?” he asks the bellboy :”oh, I don’t know, it was here when I came on shift” and followed by and angry GM’s “then call night shift and follow up-I wanna report by 30 minutes…in written”

30 minutes later “the bag is forgotten by the driver two days ago-it belongs to that old nice American couple with the ruined laundry…”

TBC

.........

by Slava

You want the job? So be prepared!

 

Tom Jackson points out in Interview Express that every employer wants to know ten basic things about you: 1. What results will you achieve? 2. How soon will you become productive? 3. How much supervision will you need? 4. Do you generate more value than cost? 5. Can you become a high performer? 6. Will you fit into the culture? 7. Will you be fun to work with? 8. Are you responsible? 9. Can you manage your own development? and 10. Will you stay? One could add to the list, but these are the key issues that every employer wants the answer to. Every supervisor who has hired five or more people has been disappointed by at least one of those choices. So there is anxiety on the part of the supervisor that perhaps another mistake will be made. Your challenge is to assure the interviewer that there is no risk in hiring you because you can do the job. Throughout the interview you should share examples and answer questions in such a way that the interviewer knows you have these qualities at a high level. While you may be lacking some of the technical or specialized skills which are desirable, you’ll have a good shot at landing the position if you can convince the person you have these qualities.
Let’s look at these points one by one.
1. What results will you achieve?
Employers want results-oriented people. Therefore, you must describe past results and demonstrate that the results you have achieved in the past are typical of the results you will have in the future. Granted, the challenges you will face in the future will be different, but the employer will be satisfied if you can demonstrate that you seek challenges and consistently obtain positive results.
2. How soon will you become productive?
Employers want quick learners who have a knack for understanding what is expected and are willing to do whatever is necessary to get up to speed as rapidly as possible.
3. How much supervision will you need?
Your supervisor will expect you to be cooperative and accept advice and direction. But your supervisor also wants to give you assignments and know that they will be done on time and at high quality. Your supervisor may want periodic updates from you and he will want you to bring any major problems to his attention, but primarily he just wants the assignment done at high quality, with little intervention from him. Describe how past supervisors have entrusted heavy responsibility to you.
4. Do you generate more value than you cost?
The supervisor is looking for evidence that you are cost conscious and that you perform at a high level. Some people utilize excellent time management and prioritize well; as a result their value exceeds their cost. Throughout the interview look for opportunities to show that you bring real value to any job and any organization.
5. Can you become a high performer?
The employer is assessing your potential throughout the interview. The supervisor certainly wants to determine if you can handle the immediate job tasks, but also wants to determine how far you may go in the organization. Potential is sold by demonstrating a willingness to go beyond the norm, to learn quickly, and to work effectively with others.
6. Will you fit into the culture?
Every organization has its own culture. People with certain personalities will flourish in it while others may die slow lingering deaths. The corporate culture in some organizations rewards workaholism, while in others a social consciousness is emphasized. Knowing what the corporate culture is, and knowing in what types of environments you flourish, will help you sell yourself more effectively.
7. Will you be fun to work with?
The employer is not looking for the life of the party, or the person with a thousand jokes. Instead, employers want people who work well with others, are cooperative, considerate, and friendly, and who are enjoyable to be around. The grouch, the negativist, and the cynic are not sought after.
8. Are you responsible?
People who constantly seek more responsibility and can be trusted with it are highly desired. They take responsibility for their actions and do not attempt to blame their mistakes on others. They often volunteer for assignments and are willing to take on some of the “dirt work” because it will help them grow professionally.
9. Can you manage your own development?
While there is a place for training and mentoring, managers seek staff who will take responsibility for their own professional development. Show that you seek out opportunities and make things happen.
10. Will you stay?
If you have a stable work history, emphasize that you seek out high-quality organizations (such as the one you are then interviewing with) so you can grow and develop with them for many years. If your work history is checkered, look for opportunities to emphasize that what you want is stability and that you feel this organization will offer it.
Employers will also be looking for two other qualities:
Communication skills: While interviewing you the employer will be visualizing you dealing with customers and key people from other departments. Without strong communication skills, the employer will not have confidence you can do the job.
Chemistry: The employer will be sensing whether the two of you can work well together. The employer will not be looking for a clone, but must have someone who is compatible. Demonstrate that you can get along with almost anyone. Sell your flexibility and adaptability. Throughout the interview, determine what qualities are most valued by the hiring manager, and demonstrate that you possess those qualities.

Ten Key Things Employers Look For
www.careerempowering.com

Adapting to changes

Change happens whether we want it to or not. Some people welcome change and find ways to turn the unexpected into an opportunity for growth. Others become frightened and simply react. How we handle the inevitable changes in life is key to living a life without fear. The right attitude can mean the difference between allowing unexpected life changes to keep us from achieving our goals or dealing with the changes and growing because of them.
When we are confronted with unforeseen changes in our lives, our first response may be to either run away from it or fight against it. Run or fight is an inborn survival instinct that occurs when we feel threatened. Fueled by adrenaline, the run or fight response is exhausting and leaves us feeling overwhelmed. However, there are steps we can take to gain control of our fear, embrace the challenge and turn adversity into an avenue for success.
Gaining Control
Our first response to sudden change is often panic. Rapid breathing, sweaty palms and eye twitching are all signs of extreme alarm which keeps us from dealing with change in a positive way.
Deep breathing is one of the easiest and most useful techniques we can use to calm and center ourselves.
Follow these deep breathing relaxation steps:

• Sit up straight in a comfortable chair in a quiet, darkened room.
• Close your eyes.
• Try to make your mind blank. Don’t think about the challenges you are facing.
• Inhale through your nose slowly and deeply while silently counting to five. Feel your lungs fill with air.
• Exhale slowly through your mouth while counting to seven. Expel all the air from your lungs.
• Repeat as often as necessary.

Physical exertion is another great way to regain calm. Take a walk or weed the garden. Being outdoors in nature is helpful but the treadmill or exercise bike will work, too. Remember to take deep breaths; refrain from shallow breathing while exercising.
1. Reach out to friends and loved ones. Simply having a cup of tea with a friend can greatly reduce that feeling of panic.
2. Get some sleep but don’t overdo it. Clear your mind and do some deep breathing before retiring at night. Get up at the same time each morning. Don’t use sleep to avoid dealing with the challenges you must face.
3. Eat lots of fruits and vegetables. Stay away from junk food, caffeine and sugars.
4. Other useful techniques to calm stress include meditation, a warm bath and aroma-therapy.
Once the panic response is under control, you can face the problem and think about solutions.
Meeting the Challenge
Give yourself time to adjust. Your mind and body will show you the way to meet the challenge if you listen. Your attitude makes all the difference when dealing with adversity. Train your mind to see the change as a way to make something positive happen. Do not entertain negative thoughts.
Ask for direction from your spiritual force. We are all part of a universe that is much bigger than we are. Whether you call the source God, the universe, nature or your inner self, you are connected to a spiritual source that can not only help you through life’s changes, but can point the way to success.
Write down different choices that you have in response to a change. Ask yourself the consequences of each response, both to yourself, your friends and family. Remember, you will only be successful in meeting this challenge if you stay true to your core beliefs and values.
Picture yourself in the best case scenario after you have succeeded at meeting this challenge. Believe it can happen.
How Change Becomes Success
Unexpected changes often take us by surprise. We may feel as if we have lost our foundation and or are swimming against a rip tide. But change can give birth to our greatest life successes if we open ourselves up to the possibility.
What are the secrets that turn life changes into life successes?
1. Remain true to yourself. Never compromise your beliefs even if it is expedient or seems like the only way out at the time.
2. Listen to your spiritual source. You have asked for help, be receptive when the answer comes.
3. Think outside of yourself. How will your choices affect your friends, family, community and the earth on which we live? You are part of a much larger world and if you make decisions that benefit all, you will benefit yourself.
4. Dream your dreams. Your dreams cannot become reality if you don’t allow yourself to dream.
5. Be patient. Turning change into success may not happen overnight. Knowing that your spiritual source, mind and body are all working together toward one goal will help you stay focused and, in the end, become successful.
6. Help others. While we may be going through change and adversity ourselves, it is through helping others that we truly grow and succeed.
Success is measured in different ways in our society. Most commonly, it is measured by how many cars or homes we own and how our possessions compare to our neighbor’s. The fact is that having money does not necessarily equal happiness. True happiness comes from meeting life’s changes and overcoming challenges while remaining true to ourselves, knowing that we have lived our lives to the fullest, that we have valued others and that we’ve made our planet a better place.

By Julian Burke in Management on September 11th, 2009