PAN PACIFIC HOTEL
You require a great deal of passion for customer service. Every day is different, and you can expect many challenges along the way. This is what makes it so enjoyable.
Tell us how you spend your days. What do you do?
Each day brings different situations and challenges; but typically, my day commences with reviewing and preparing for our VIP arrivals and departures, our scheduled functions and the general ins and outs of the day. Once all my admin duties are completed, I work with my team on the floor to review all guests’ requests and transport requirements. Our goal is to meet and farewell all guests and assist them to the extent possible while they’re with us.
Did you always plan to work in this industry?
I think it would be fair to say that the industry found me rather than the other way around. I was always attracted to tourism although hadn’t formulated any career plans by the time I started out as a casual hospitality worker when I finished secondary school – and never left!
So, how did you get into tourism and hospitality?
As a student, I was interested in travel, transport and visiting places of interest but never imagined it would lead to a career. My first job was as a casual porter; and I soon realised that, through these interests, I had a lot of the information that guests wanted to know. I discovered that I really enjoyed this interaction with guests and making their experience with us more meaningful and enjoyable.
Because of this, I became a bit of a “go-to” man at the hotel and was soon engaged as a full-time porter. I subsequently worked my way up to become the Chief Concierge in 2007. It’s been a great ride!
How would you describe yourself?
Here’s the way I’d like to be described by guests: polite, empathetic, helpful, knowledgeable, patient, a good listener and someone who can get things done. I hope I reflect these qualities and strive each day to improve wherever I can.
What do you love most about the industry?
Without a doubt meeting and greeting our guests from all different backgrounds and from all over the world. I love building a rapport with our guests – everybody has a story!
What’s the best part of your job?
It’s hard to choose just one! First it would be our guests, second is having the opportunity to promote our wonderful city of Perth! Finally, working in a fantastic team whose focus is creating positive memorable experiences for our guests.
What’s your best advice for anyone starting out?
Know your city! This role itself very diverse, it’s about going the extra mile for our guests. You require a great deal of passion for customer service. Every day is different, and you can expect many challenges along the way. This is what makes it so enjoyable.
And what’s next for you?
I’m not sure, they might have to push me out from the Concierge Desk!