Reflections

1)      What are the qualities which I possess now that is crucial to being a successful professional in my field?

2)    What are the areas which I need to develop in order to speak, think and behave like the professionals in my field?

1)      The qualities that I have possessed are patience, confidence and teamwork. Having patience is a vital quality in my field of work as without that quality, things would not be done quickly and smoothly. For example, without patience, it would result in things being rushed and hence everything would become messy. Confidence is also another essential quality as answering questions confidently would enable guests to feel assured of your answer and not be unsure of the answers you give. For example, from my experience, I had to answer a question asked by a guest. As I was still a trainee then, I stumbled a lot and appeared unsure of my answers. This resulted in the guest suspecting that I was inexperienced when I actually knew the answer well, it is just due to a lack of confidence. As for teamwork, it is equally important as without teamwork, I would not be able to work together with the other departments in my field and hence it would result in fighting and not getting things done properly.

2)      I would need to develop the area where my emotions are involved in and where my independence lies. From my experience, my supervisor told me that I have to not involve my emotions in my field of work as it is not professional and also, I tend to be independent only in areas I’m confident in, other than that, if it is something I cannot do, I would rely heavily on my supervisors.

- Yvette Han

1) I am kind of meticulous to the work that I want to be done best or area I emphasis on, which is crucial to being a successful professional, in my field, we have to take note at the PMS systems and reports to make sure that we do not check in the wrong guest into wrong rooms. Also, through this fourteen weeks, I have learnt how to communicate with my guests effectively by the different skills which was taught and conveyed to me. Thus the messages will be transmitted clearly and accurately from both me to guest and guest back to me. So when there is any special request made, we do not miscommunicate and assume and change the meaning of what the guest want. Also, I have also learnt the ways of solving the problem effectively. So that if the guests make a fuss in the various areas such as the lobby, I can solve this kind of problems effectively so that the guests would not have a bad impression of our hotel, decreasing the profit.

2) I need to build up on my patience level. Sometimes I’m quite a rusher. I hate waiting and I hate people waiting for me. It might not be a good thing with no breaching time. By improving my patience level,I would be more able to stand in my guest shoes so that I can understand them slowly and empathize their circumstances and hence I can give them the most desirable suggestions, apologies, etc.

- Kirwin Lee

1)      Confidence. Confidence is important in the hospitality industry now because next time I might need to present things and I need to be confidence in order to ensure thing run smoothly.  I am also willing to try thing that I have not done before and I am not afraid of making mistake because I know we learn thing through our own mistakes.

2)      The thing that I have to develop is to be patience and critical thinker. It is important to have patient in the hospitality industry, because sometime you might encounter guest with complicated demand and I need to be patience when handling this kind of issues and to be a critical thinker in solving this issues. 

- Ng Yang Hwang

1) Friendly is one of the quality that I possess that allows me to be successful in my field. This is because when you are friendly, it makes the guest feel welcomed. Thus, by greeting them and smiling, it makes them feel happy staying with us. The next quality that I possess is Patience, that is needed so to be successful professionals. As each guest have their own preferences, we need to be patient and listen to them so as to provide them what they need. Therefore, in order to provide a good service patience is essential for all host.

2) Areas that I need to develop on is Confidence. In this field, confidence is important as being clear and firm when you speak, it makes the guest know what you are providing. Another one would be, being a critical thinker. Being able to think fast is necessary because working in the hospitality industries, there are many problem faced each day. For example, customer enquiries, complains and many other. So in order to cope with these problems, fast thinking is necessary. Also, the way I dress. Working in the hospitality, first impression is very important. We need to dress appropriately such that clothes are not too revealing or tight. When we are dress properly, we will look more professional, hence, guest will want you help them.

- Lee Siew Lian