I have been working at Cathay Hospitality Management for five years since 2013. The most exceptional aspect of CHM is our one-of-a-kind “One Person Service”, where the front desk staff extend all-around service including guest reception, check in, breakfast service, tour consultation, check out, baggage check service, transfer arrangement and more. For someone who was a conventional hotel receptionist like myself, this concept is novel, challenging, and a learning experience.
Through this service style, we are able to interact more closely and frequently with the guests. To elevate communication skills, the junior staff would observe and reenact the actions demonstrated by the supervisors. COZZI front desk staff must be equipped with multiple skills and the will to constantly learn and practice, until they can juggle a myriad of tasks with aplomb. This gives our job different excitement and freshness every day. It is a manager’s pride to see coworkers transform from greenhorns to professionals.
I truly enjoy the process of delivering “One Person Service”. Even more, I enjoy working with the front desk team and sharing the achievements together. Whenever guests express their satisfaction with a genuine smile, we know that we have brought forth service with a heartbeat.
Front Office Asst. Manager at HOTEL COZZI Zhongxiao Taipei