INDUSTRY ROLE MODEL CASE STUDY – UTA TWELE,

ASSISTANT MANAGER FRONT OFFICE, FOUR SEASONS HOTEL CANARY WHARF LONDON

Introduction This case study is based on information kindly provided by the Four Seasons Hotel, Canary Wharf and Uta Twele Assistant Front Office Manager at the hotel, and the Four Seasons Hotels and Resorts website. Many thanks to Uta Twele 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.

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Interview Name: Uta Twele Job Title: Assistant Manager Front Office Location: Four Seasons Hotel Canary Wharf, London

1. Why were you attracted into the industry? I was excited about the special atmosphere of and flair in luxurious hotels.

2. What was your first job in the industry? I did an Apprenticeship in the Relais and Chateau Hotel Buelow Residenz, Dresden, Germany and worked in the restaurant, kitchen, housekeeping and front office.

3. What educational qualifications do you have and/or training at work? How have these helped in your career?

As mentioned I did a three year Apprenticeship which gave me the opportunity to do on-the-job training most of the time and one week per month theoretical training in a professional school. Both helped, especially the on-the-job training which made me more experienced in a shorter period of time than colleagues who just had the theoretical training.

4. Did you have a mentor who encouraged you during the early stages of your career? If so, who and why were they inspirational?

My first General Manager was a mentor for me as he helped me progress and especially helped me find a good job after my Apprenticeship. He didn’t hold me back, even though he really appreciated me, however he knew that for my career progression it was necessary to let me go.

5. What do you regard as being your biggest achievement to date? My biggest achievement is winning the AICR Receptionist of the Year UK competition in 2006.

6. What industry ambitions would you still like to achieve? I am still working on a long term plan; I might want to become a General Manager myself one day or work in the head office of a hotel company, however I love hotels so much that I am quite certain it will have something to do with hotels.

7. What gives you a buzz about your job? Whenever I learn something new or I have handled a difficult situation very well, I am really thrilled.

8. Why would you recommend the industry to potential recruits? The hotel business gives you the possibility to travel around the world and meet new people constantly. It is a lively and busy job, with no boring times and gives you the opportunity to work in luxurious and elegant surroundings.

9. What are your top 3 tips to people entering the industry? • Try to learn as much as possible when you first start as you will need it

later! • Don’t take things too personally. • Work hard and you will get rewarded.

10. What are your main tasks in a typical day at work? Assistant Front of House Manager checklist

• Handover with the AM shift and go through the AFOM, Reception and Concierge Handover.

• Check the Arrival list, review SAs and VPSs and assign the remaining rooms for the day.

• Check that envelopes and cards for FS Employees have been attached to the arrival registration cards. Check that River Roamer Packages have been prepared for arriving guests on this package.

• Ensure all guests have departed the hotel and run rooms if it hasn’t been done yet.

• Follow up with No Shows. • Check for site inspections and make sure the show rooms are ready

when needed, communicate to relevant departments. • Follow up with any recent or unresolved glitches and try to resolve

them. • Go though Group Arrivals on upcoming days and block rooms

according to the group sheet in order to ensure any requests are carried out.

• Resolve any reported Housekeeping discrepancies and ensure all 4 reports have been received by 10pm.

• Make sure the lights in the lobby are being dimmed by 5pm. • Update extended stay list and call guests to ensure satisfaction. • Organize room moves if applicable. • Ensure reception and concierge are fully stocked (brochures,

stationery, toners, paper, key packs, envelopes, River Roamer Packages, beanie babies, ‘oh I forgot’ items, backpacks etc. etc. and raise POs if necessary.

• Check the Arrival list and the room services traces for the next day (on Thursday for the next 3 days).

• Work on projects/emails.

For further information please visit the website: www.fourseasons.com/canarywharf

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