Hotel reception manager
Ellen O’Neill is reception manager at luxury London hotel The Chesterfield Mayfair
“My journey in hospitality began when I was 16, working in a pub while I was doing my A-levels. I’d really wanted to get into computer engineering, but on results day I didn’t get the grades I needed. Instead of being upset, it actually opened my eyes that computers and software wasn’t really what I was interested in. With my part- time job, I actually loved talking to people and that’s when I thought of hospitality as a career. “I undertook a degree in hospitality, which I thoroughly enjoyed.
I was then looking at careers – all my experience was in pubs and restaurants, and I’d never even set foot in a hotel. But I wanted to try something different. “I applied for the graduate management programme at Red
Carnation Hotels after watching an episode of Amazing Hotels: Life Beyond the Lobby, which covered one of their venues, Ashford Castle. Over two years, I experienced working in many different areas of my placement hotel The Chesterfield Mayfair, as well as having quarterly meetings with Red Carnation chief executive Jonathan Raggett. “Whenever I worked in reception I loved it, so when the
opportunity came up to become reception manager and stay at The Chesterfield Mayfair, I jumped at it. “I’ve been reception
manager for about a year now and it’s been really exciting. Every day is different. In fact, every hour is different, with new guests and new challenges, and I love that. We’ve had a degree apprentice with us, so I’ve really enjoyed playing the role of mentor too.”
takeoffintravel.co.uk takeoffintravel.co.uk
“Be open
[V \UL_WLJ[LK
S
VWWVY[\UP[PLZ /HK 0 UV[ ZHPK `LZ HUK
[OYV^U T`ZLSM PU[V [OL
opportunity I was given, I ^V\SKU»[ IL ^OLYL 0 HT [VKH` )L VWLU TPUKLK ¶ P[ TPNO[ Z\YWYPZL `V\ ¹
WHAT MY DAY LOOKS LIKE
8AM: I’ll receive a handover from the hotel’s night manager and say hello to everyone in my team. I’ll spend a bit of time in the lobby while it’s quiet to make sure everything’s presentable.
9AM: I’ll work through our arrivals list and highlight any VIPs that I need to meet on arrival or people who like special attention in their room.
10.30AM: I’ll sit down with all the heads of department and run them through the arrivals and make sure they’re aware of any returning guests, VIPs and dogs (we’re a dog-friendly hotel).
11AM: I’ll be in the lobby, meeting the guests I’ve just briefed everyone on, introducing myself as a point of contact and giving them a tour of the hotel.
2PM: This is when most guests arrive so I’ll welcome them. I’ll talk to my reception team about little touches we can do to make a guest’s stay special. For example, if they’ve come to see a band we might play their songs in their room.
5PM: I’ll chat to guests in the hotel bar to see how their day was and ask if there’s anything that needs to be actioned, like a complaint or request.
;OL *OLZ[LYÄLSK 4H`MHPY OV[LS 3VUKVU
6PM: My day ends at 8pm, so for the last couple of hours I’ll be looking at the following day’s arrivals and doing administration tasks, such as sending and replying to guest emails.
29 29
P
E
L
L
E
O
N
T
’
P
T
I
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76
