Q: What do you do?
Traditionally, the operator’s daily job is helping our guests with anything
we can, for example, if a guest has lost their luggage, Star Service connects
them with someone who can help.
Q: Do you feel like you can make a difference within your
department?
Yes, even to the point where we can improve where we work. When I started
my colleagues and I wanted to make where we worked more pleasant. We added
plants and raised some goldfish, so our working environment felt more active
and beautiful.
Q: What strikes you as unique about Sheraton?
Starwood is really about helping its associates build and develop their
careers. It’s training program is open to all of the associates and
Starwood’s culture is also one with the most humanistic spirit among hotel
& resort groups.
Q: How has Sheraton changed your understanding of the service
culture?
Now I realize that the service culture is not only satisfying a guest’s
request. It’s also about connecting and making them comfortable and through
our words, our passion and our behavior.
Q: What is the most satisfying part of your job?
Teamwork. We share our skills and knowledge with team members rather
than competing with them. We also help team members resolve challenges
which creates a better guest experience as well as builds a strong team since
we are working to meet the same goal.
Q: Give an example of a “crazy” work situation?
During the Cantonese Fair which is also our hotel high season, we receive
about 3,000 calls every day, and most of the time we are speaking with six
guests at once. It’s a challenge because even though we’re helping six
guests, we work to make them feel like we are focused solely on them, so we
remain patient, calm, and attentive so we can help guests and leave them with a
positive experience.
