INDUSTRY ROLE MODEL CASE STUDY – HUGO NIEUWENHUIJS, FRONT OFFICE MANAGER FOUR SEASONS HOTEL CANARY WHARF LONDON Introduction This case study is based on information kindly provided by the Four Seasons Hotel, Canary Wharf and Hugo Nieuwenhuijs Front Office Manager at the hotel, and the Four Seasons Hotels and Resorts website. Many thanks to Hugo Nieuwenhuijs and Four Seasons for making this information available. For background information please see the organization case study.
The Four Seasons Hotel, Canary Wharf, London, is a quality work placement provider with Springboard’s INSPIRE scheme.
Reservations/Front Office: Part of the Rooms Division, guests typically have their first contact with Four Seasons in Reservations, where staff answer their questions and book their rooms. When guests arrive at or leave the hotel, it is Front Office that ensures their experience is smooth; Front Office is also the natural place where guests direct comments, questions or suggestions.
Arriving at Four Seasons Hotel Canary Wharf
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Interview Name: Job Title: Location:
Hugo Nieuwenhuijs Front Office Manager Four Seasons Hotel Canary Wharf, London
1. Why were you attracted into the industry? The variety of the job and the contact with guests. Looking after people is something I have always enjoyed. 2. What was your first job in the industry? Placement student in reception. 3. What educational qualifications do you have and/or training at work? How have these helped in your career? BSC Hotel Administration. This degree gave a good background to the industry and taught me how to solve problems by getting people involved. 4. Did you have a mentor who encouraged you during the early stages of your career? If so, who and why were they inspirational? Heidi Pendl, Director of Rooms, has guided me from when I was an Assistant Manager to my present position. She has taught me how to manage my time effectively to get everything done. Her time management skills are amazing and are an example of how to work effectively and efficiently. 5. What do you regard as being your biggest achievement to date? Achieving my goal of becoming Front Office Manager 8 years after starting in the industry and gaining experience in Housekeeping on the way as well. 6. What industry ambitions would you still like to achieve? I would like to work in a resort and participate in the opening of a hotel. 7. What gives you a buzz about your job? No day is the same as yesterday and you never know what you are going to have to deal with. 8. Why would you recommend the industry to potential recruits? If you want a job in a fast-paced environment that is never the same and you are always learning then this is the right industry. 9. What are your top 3 tips to people entering the industry? • You will learn the most when you are enthusiastic and enjoying what you are doing. • Don’t underestimate the number of hours you will be working. • Have a passion for customer care.
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The lobby at The Four Seasons Canary Wharf
10. What are your main tasks in a typical day at work? 07.30 Arrive. Check arrivals and any guest issues to follow up on. Check blocking of special attention guests and VIPs. Brief the team on the day’s events. 08.30 Attend the Departmental Heads’ meeting. 09.00 Work with Housekeeping to get the rooms ready for arriving guests. From there on it depends on what comes my way. There can be guest issues to deal with, staffing issues, conducting interviews, ensuring breaks are covered, checking the standards delivered within the department, making sure that any guest issues are dealt with before they leave. I also need to ensure that training takes place for new starters and refresher training for others. 18.30 Hand over to next shift. 19.00 Go home. For further information please visit the website: www.fourseasons.com/canarywharf
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