My real story: Jonathan F

Age: 30

Education and training: Bachelor of Business in Hotel Management

Current position: Chief Concierge, Park Hyatt, Sydney

Number of years at the hotel?  4 years

What does your role entail? Providing high quality service in all interactions with guests. Designing bespoke itineraries for all Park Hyatt Sydney guests. Developing relationships and networking with industry and training team members to ensure leading service.

How I got my start in the hotel industry: I have always wanted to pursue a career in hotels. My industry placement at The Hotel School Sydney led to my placement at Sydney Harbour Marriott, which in turn presented my first exposure to the hotel business. 

What my career has looked like to date: I started in food and beverage and worked in almost every frontline role. I moved to Concierge, which I absolutely love. I see myself in this career for life.

Have you travelled as part of your career in Hotels? Being part of the worldwide association of Les Clefs d’Or has provided the opportunity to travel to domestic and international concierge congresses.

Goals: Concierges tend to lock themselves down as it’s such an exciting role. The next step will be to apply for membership to Les Clefs d’Or.

Achievements: 2015 NSW TAA Concierge of the Year Winner. 2016 NSW TAA Award, Concierge of the Year, Winner. 2016 National Australian AHA Award for Service Excellence, Winner.

What surprised you about working in hotels? From the perspective of a Concierge it is the amazing opportunities to network with the tourism, restaurant and arts industries. I was also surprised at the impact you can have on guests by providing unforgettable experiences.

What have been some of the perks of working in a hotel? The hotel industry is one of the most exhilarating professions in the world. There are so many opportunities to travel and participate in tours. So far these have been local to Sydney but interstate and international travel are all on the cards too in the future. I relish the opportunity to be able to meet fascinating and famous people and organise something extraordinary for guests.

What skills/training have you received on the job?  Hyatt International has many core training programs and affiliated university accredited online training modules. Formal training aside, I am constantly developing my skills on the job. For example: attitude, proactive service, organisational skills, management skills and empowerment.

Mythbusting: The perception of the hotel industry being poorly paid, long hours and unexciting is way off the mark. The perks far outweigh any perceived pitfalls. If you work in a 200+ worldwide hotel chain you can stay in hotels in the most beautiful locations around the world for very low prices.

Advice for people who are considering a career in the hotel industry? Learn as much as possible in every department to provide a strong foundation for the direction you would like to pursue.

Hero statement: “I love my Concierge role, it keeps my finger on the pulse of what’s happening in Sydney. The networking possibilities are endless and the travel benefits are great when working for an international chain.”