Nas­sima Royal Ho­tel re­cep­tion­ist Kudzanayi Chig­wedere talks about what in­spires her.

Hotelier Middle East - - CONTENTS -

Kudzanayi Chig­wedere, the win­ner of AICR UAE’S Re­cep­tion­ist of the Year award this year, has been work­ing at the Nas­sima Royal Ho­tel for nearly two years. She elab­o­rates on what she loves about her job and what in­spires her to give her best to the role ev­ery day

W hen did you join Nas­sima Royal Ho­tel? What pre­vi­ous ex­pe­ri­ence do you have?

I joined Nas­sima Royal Ho­tel in 2017, upon ar­riv­ing in the Mid­dle East. Prior to this, I was in a dif­fer­ent cul­tural en­vi­ron­ment in Mel­bourne, Aus­tralia, where I re­ceived thor­ough train­ing and gained pro­fes­sional in­sights in my role as re­cep­tion­ist at Ry­dges on Swanston.

What are your re­spon­si­bil­i­ties?

I am re­spon­si­ble for con­sis­tently de­liv­er­ing re­sults that con­tribute to the mis­sion and over­all suc­cess of the ho­tel by ac­com­plish­ing per­for­mance ob­jec­tives cov­er­ing the front desk. I wel­come guests to our ho­tel, mak­ing fu­ture reser­va­tions for them, and gen­er­ally at­tend to any needs dur­ing their stay. In or­der to achieve this, I en­deav­our to en­sure that guests ex­pe­ri­ence max­i­mum sat­is­fac­tion, pre­sent­ing an ex­cel­lent im­age of our ho­tel that ul­ti­mately leaves a last­ing im­pres­sion.

How is the role evolv­ing?

The world of hos­pi­tal­ity is vi­brant and al­ways in­ter­est­ing, es­pe­cially at Nas­sima Royal Ho­tel. I be­lieve in be­ing vo­cal, as know­ing how to ef­fec­tively com­mu­ni­cate is a big part of be­ing a good team­mate. Work­ing in a mul­ti­cul­tural en­vi­ron­ment, with col­leagues from all over the world gives rise to tremen­dous per­sonal growth and great ex­po­sure. It’s also an ex­cit­ing time with Expo2020 Dubai around the cor­ner. I am also happy that the ho­tel is nur­tur­ing my tal­ents and en­cour­ag­ing my fur­ther de­vel­op­ment.

What do you most en­joy about your job?

The im­por­tance of team­work is most ev­i­dent in my role as re­cep­tion­ist. Work­ing with both cus­tomers and be­hind the scenes, I have learned the in­tri­ca­cies of run­ning th­ese com­plex op­er­a­tions. I thrive on es­tab­lish­ing and craft­ing con­nec­tions, a pri­mary at­tribute re­quired in hos­pi­tal­ity.

I love in­ter­act­ing with guests and col­leagues and it is what makes my job most at­trac­tive.

What are the big­gest chal­lenges in your role? Deal­ing with peo­ple from all over the world with dif­fer­ent men­tal­i­ties and cul­tures, it is im­por­tant to ac­knowl­edge their di­verse ex­pe­ri­ence and ex­pec­ta­tions. It’s para­mount to al­ways stay calm in the mo­ment and work hard to ad­dress any chal­lenge at hand.

How do you mon­i­tor guest feed­back?

We per­son­ally con­nect with our guests of­ten be­fore they ar­rive at the front desk. We mon­i­tor feed­back and re­spond to it, and take note of im­prove­ments we can make based on those re­sponses. Nat­u­rally, a large por­tion of guest sat­is­fac­tion rat­ings has to do with us, the front­line col­leagues. This is why I recog­nise the sig­nif­i­cance of guest sat­is­fac­tion and work­ing to im­prove the guest ex­pe­ri­ence.

How do you deal with dif­fi­cult guests?

I put my­self in the guests’ shoes and em­pathise with them, stay calm and keep them calm, and al­ways as­sure them that my first pri­or­ity is to as­sist them and find a so­lu­tion to their is­sues.

How do you keep your­self mo­ti­vated? Al­ways re­mem­ber­ing why I do this in the first place keeps me in­spired to be the best I can. My col­leagues sup­port my pas­sion fur­ther.

What are you most proud of?

Be­ing part of a young and skilled team and pro­vid­ing ev­ery guest with un­for­get­table mo­ments they will cher­ish for years to come.

What ad­vice would you give some­one who wants to ex­cel as a re­cep­tion­ist?

It is the same that was given to me by one of my man­agers some years ago: al­ways treat your guests how you would like to be treated, with re­spect, and re­mem­ber there is no such thing as per­fec­tion. Im­per­fec­tions should not mould you, but rather teach you.

Kudzanayi Chig­wedere

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