A Day in the Life of Great Scotland Yard Hotel's Nay Chi Win Htet

Hi Nay Chi, can you tell us a bit about your role and how you got here?

I started working since I was 17 and gained several experiences throughout my career with multiple jobs. I have over 5 years of customer service and sales experience, both face-to-face and talking on the phone. Recently, I was looking for an opportunity to polish and enhance my skills professionally, and I landed this opportunity of working as a Front of House Receptionist at Great Scotland Yard Hotel. Working in this hotel so far taught me how we provide 5* service to guests and solve problems in a professional manner. 

My role as a Front Office Receptionist is to welcome guests, proceed check-ins from their arrival throughout to checking-out departure guests. This is by contributing to guests' permanent satisfaction, providing high quality services such as being their go-to concierge in the area and assisting with their needs throughout the stay.

What does a typical day look like for you?

My typical day starts with waking up early and making sure that I arrive on time for my shift. After receiving my handover of the day from the duty manager, I go to my assigned front desk and sign into the computer. I open my task-list of the day depending on which shift I am working and plan things ahead, depending on what I need to prioritize first. Throughout the day, I made sure that I followed my task-list, liaising between guests, staff members and various departments. If there are any issues, I escalate them to my duty managers to sort out. At the end of my shift, I prepare for my next handover and let the duty manager know if there are any issues. I will then go back home, eat, and reflect on my performance and think how I can do better for my next shift.

What part of your role do you enjoy the most?

One of the most important things for me is to enjoy a good work-life balance. By doing so, I find that I retain the energy and passion I need to perform to a high standard at work. This role gave me the freedom and control that I needed to work on a flexible schedule. Also, being able to talk to the guest in a respectful manner and making sure we are doing what we can to fulfil their needs is what I enjoy the most. My managers trust me to complete my tasks on time and to the requisite standard, and I don't let them down. Helping my colleagues is also another thing I enjoy doing.

Which top three skills are vital for this role and why?

The first most important skill is communication. As a Front Of House Receptionist, we are always interacting with people, whether by phone, email or face-to-face. Since we are often the middle person in points of conversation and pass messages to various departments, effective and clear communication both written and verbal is a vital skill as it makes for a more productive workday reducing errors and confusion.

The second most important skill is multitasking. As this role is a fast-paced work environment, we are often handling tasks at once. For example while working on replying  emails, we also need to greet the guest approaching reception for queries and making sure that the guest requests have been assigned to relevant departments correctly. Therefore, remaining calm under pressure while getting the job done well is critical as we need to prioritize the most important ones and dedicate the appropriate amount of time to each one.

The third vital skill is Customer Service. Normally, the guest first point of contact will be us; the receptionist. The way we interact with the guests reflects the company standards. Therefore, we need to make sure that we are pleasant, accommodating to the guests needs by creating customer satisfaction for their whole stay and provide a generous smile.

What’s the most challenging aspect of your role?

The most challenging aspect of my role will be handling guest issues. If something is wrong with the guest’s room, or if the guest has questions about the room, the first point-of-contact is the front desk associate. Generally, the front desk associate has the responsibility of coordinating guests’ comments and complaints to the correct personnel in other departments to address issues and manage service recovery. Guest issues may include a TV or lamp that is not working; a need for more towels or a different type of pillow, etc.

How do you help others feel like they belong in your team/promote inclusion?

I help others feel like they belong in the team by making sure that everyone is included and communicated well across the teams. One of the things I like in Front Office is that we have team briefing by the assigned duty manager prior to the beginning of their shift. This makes it feel like everyone is included and aware of the situation throughout the day. Moreover, my Front of House Manager is always open for discussions to address any problems that we have and asks for our opinions on how we can enhance the structure as a team. Since the team is new, I make sure that the new members are feeling comfortable by helping out with any issues they have and training them. 

Which podcast/YouTube series would you recommend to someone interested in pursuing a career in this area to help develop their skills/prepare them for the role?

I would recommend ‘The Proven Principles Hospitality Podcast’ because it explains how the hospitality industry works in details by breaking down the tools, tips, and tricks of how the world’s best run hotels use every day. Every week, there will be hospitality experts sharing their insights, best practices and skills needed as an individual and for the hotel. This podcast is useful and helps you to develop the skills needed to prepare for the role and improve further. 

Where do you see yourself in 10 years?

Throughout the years, I’ve had the opportunity to work with amazing people and learned so much. Being able to support the growth and success of not just a company but every individual on my team is incredibly rewarding. Since Hyatt also values its workforce and has a reputation for an exceptional culture, I believe the role will help me move closer to my goal, allowing me to shift from being a Team Member to managing an entire departments within the next 10 years. I also see myself running my own business and have a family.