Meet Carmen, Guest Services Representative at Grand Hotel. Late last year, Carmen won the 2018 New Zealand Receptionist of the Year award at the AICR Hotel Receptionist of the Year competition which we were really proud of! Following her win, she represented SKYCITY Grand Hotel and New Zealand on the international stage at the AICR Congress in London earlier this year where she competed against receptionists from other sections of the AICR.
When asked how she thought SKYCITY to be different to other work places, she says “It is vibrant and mostly busy which keeps work interesting. There is more to offer at SKYCITY in terms of career movement opportunities and constant training programmes with learning development.” We caught up with Carmen to find more about her career...
What other roles have you held at SKYCITY?
Porter at SKYCITY Hotel
How long have you worked at SKYCITY?
I have now been working at SKYCITY for three years
Can you tell us a bit about your role as Guest Services Representative at the Grand Hotel?
My role is to manage day-to-day frequent VIPs arrivals and departures and important corporate/or conference groups. We are constantly liaising with the In-Room Dining department on amenities and following up with Housekeeping with rooms to ensure that our guests’ expectations are met throughout their stay with us.
What do you enjoy most about your current role?
To be able to resolve unusual demands for guests is most rewarding because it allows me the chance to make a more meaningful experience for our guests.
What sorts of challenges do you encounter?
Determining and anticipating each guest’s expectations. In this industry, there is a need to keep in trend and be updated on the newest innovative ways to enhance the experience for those staying in the hotel.
Tell us about some of your career achievements/highlights at SKYCITY
I have previously won Quest for the Best and Employee of the Month, I was also awarded Receptionist of the Year 2018 at the AICR Hotel Receptionist of the Year competition.
What did you do before you joined SKYCITY?
I was studying at AUT – graduated with Bachelor of International Tourism Management.
What do you enjoy about working at SKYCITY?
I enjoy the diversity and the positive internal relationship across all departments.
What would you say to anyone considering joining your team or applying for a job like yours?
Try to step into the expectation of the hotel that you are working in to be an asset to their aims and goals. If you show that you are eager and enthusiastic to learn, you will succeed. Enjoy the journey and make connections with people in the industry as they will help you in climbing the career ladder.
Which of SKYCITY’s employee benefit(s) do you enjoy most?
24/7 employee restaurant, staff discounts at SKYCITY restaurants and the in-house laundry facility.
Is there anything about SKYCITY that makes it different to other work places?
It is vibrant and mostly busy which keeps work interesting. There is more to offer at SKYCITY in terms of career movement opportunities and constant training programmes with learning development.
Where were you born/raised and how long have you lived in Auckland?
Born and raised in Malaysia. I have lived in Auckland for about five years now.
What do you like to get up to outside of work?
Reading and watching movies/doing game nights with family and friends.
Thank you for sharing your story Carmen. If you want to join our team at SKYCITY, check out all the opportunities on our Careers website.
