INDUSTRY PLACEMENT SUCCESS

Congratulations on gaining opportunity to continue industry training in the ‘real world’. In order to assist you in this transition, we have put together 10 points you may want to consider while on placement.

Number 10
Be Confident: Assertive, friendly, but not too pushy. It is a delicate blend. People in control of their environment are trusted people. Be friendly but not too familiar- this applies to Hotel guests and Hotel staff.

Number 9
Communication: Verbal Communication is clear, concise and polite. Maintain awareness to guests with foreign languages, disabilities and at times – those that are inebriated.
Learn who everyone is and the culture of the hotel / restaurant before you offer suggestions on how to improve the business. As valid as your ideas and observations might be, hold back until they are asked for.

Number 8
Problem Solving: Consider the most minor requests as important to you as the largest you have ever had. Always offer assistance, never shift the blame, and follow through to the end – even if the task was delegated. Handle complaints with sincere empathy, listen, listen and then listen some more. Never admit liability and assure the guest their concerns are your concerns and you personally will follow them up with the appropriate people. Remember a complaint is a chance to rectify what may be a re-occurring problem that we previously were not aware of, some guests simply do not say anything and never return. Finally, be confident, take control when appropriate and always use common sense.

Number 7
Team Work: During your time at the Hotel, make an effort to know your work environment, the people, the departments, the facilities and surrounding services (externally). Never talk down about fellow work mates or the Hotel staff in general. Always be professional in your manner; earn respect by treating those around you with respect. Give credit when it is due and never be a ‘trumpet blower’. Offer assistance when it is appropriate and thank those who you know have done the same. The best leaders are usually the best team players. Never lose faith, your efforts are always seen by someone; though you may sometimes feel they are not appreciated.

Number 6
Productiveness: It is essential that when given several tasks, you utilise the time available effectively. Idle ‘chit-chat’ will often interfere with your role and may even give the impression that you lack a level of commitment. Managers seem to have an inate ability to walk into a room when you are not doing what you are supposed to do. Remeber your manager knows everything. As demanding as this industry can sometimes be, it is important that when you are commissioned to do a job that you demonstrate you’re understanding of how important productivity is in the workplace.

Also remember that you will not start as an industry placement participant on your first day, and then leave as the General Manager. Your goal should be to learn as much as possible from the diversity of members within the hotel.

Number 5
Courtesy: Professional people are very courteous; this includes everything from speaking (tone of voice), meeting and greetings, polite attitude, general mannerisms and friendly gestures. A Hotel allows for all of the above. The most frequent examples are found in the Hotel public areas – opening a door; allowing a group of people to take a lift that you have just waited 5 minutes for. Allowing a guest to speak to you about his trip to Toronga Park Zoo, knowing that your dinner break is due and you might miss it. Finally, ladies before gentlemen!

Number 4
Reliability: The ability to prioritise your duties as they arise so that the paying customer is serviced first, then the internal customer. Think ahead and be ‘on the ball’. Meeting the needs of the set work rosters is an example how you can service your guests, while proving commitment to your host employer. Loyalty is a valued trait.

Number 3
Company Loyalty: Place the Hotel that you work at as one of the best in the world in your opinion. The staff, the service and facilities, the rooms, the friendly atmosphere and anything else you may decide that will enhance the guest’s opinion of the Hotel. Obviously, when asked by Hotel staff regarding SITE Academy – give us a good wrap as well. Please in both situations, if you do not have anything good to say – do not say it.

Number 2
First Impressions: The interaction process begins with an overall visual appearance of you. Uniform, hair, fingernails, smile and scent. Also make sure that you give it 110% while ‘on-the-job’ at all times.

And…
The Number 1 Commandment for successfully Completing Industry Placement…

1. Be the Type of Employee You Would Like to Manage
Simply stated, try to do the best job you can under any circumstances. Treat guests as you would like to be treated. Outshine other employees by giving that little bit extra (without sucking up!). Work hard, always be willing to learn and BE HAPPY!! Love your job – When a guest or hotel staff member hears you speak about your work, your hotel – like you have a true passion for it they will warm to you as a person. You will receive in return; commendation, respect and a general position of authority.

Have you done something that you manager has notcied that has given you more opprtunities? Let us know what sucessful strategies you have used while on placement - post a comment!!