My real story: Ritty M

Age: 30

Education: Year 12

Current position: Concierge Team Leader, The Grace Hotel Sydney

Number of years at the hotel? 10 years

What does my role entail?  Assisting customers with their every need including restaurant recommendations and bookings, tour recommendations and bookings, directions to Sydney’s iconic attractions.

How I got my start in the hotel industry: I love helping people and have done so ever since I was young, so I guess I was destined for this role, it’s always been in me.

Why do you like working in Hotels? I enjoy meeting people and making new connections with people from all around the world.

What surprised you about working in hotels? The amount of friendly, nice customers I meet.

What my career has looked like to date: I am very happy with what I have achieved to this day and really appreciative of the opportunities that have been available to me. I started as a Guest Service Attendant at the Four Seasons Hotel in Sydney and then progressed through other departments until I settled at The Grace Hotel as a Switchboard Agent, then Concierge, Porter and now I am the Team Leader in the Concierge Department.

During your time at this Hotel, what has been your proudest moment? When guests say they have fallen in love with Sydney and want to return for a longer holiday and knowing that I was part of their incredible experience.

What has been your greatest professional achievement to date? Winning Employee of the Month and Employee of the Year.

Where do you wish to go from here? I am very happy in my current position, however if opportunities present themselves in the future and enable me to move onto greater things, I will take advantage!

What challenges do you face in this role? I don’t feel that I have great challenges to overcome; I simply treat every guest and customer as I would want to be treated.

Why do you like working in the accommodation industry? Because I love seeing people smiling and feeling happy and I enjoy seeing guests joy when they experience new places that they have never seen before.

What message do you have to tell others about working in the accommodation industry? The accommodation industry is very rewarding, can be glamorous and there are always new things to see and discover.

What advice would you give to people considering a career in Hotels? They should go for it, but listen to your inner self and ask yourself if you are willing to go to all lengths to ensure the best experience for your customers.

Have you travelled as part of your career in Hotels? Yes I have. I travelled to see our sister hotel in Kuala Lumpur, Malaysia, this was an incredible part of my Employee of the Year prize.

Have you met anyone famous during your career in Hotels? I have met a couple of famous people, however I treat all guests as VIPs.

What training have you received from your employer as part of your professional development? I have received a lot of training over the years, everything from fire training, to first aid, and computer training, just to name a few.

Tell us about one of your best Hotel experiences? I will always remember one particular guest. She was an elderly woman travelling on her own and arrived at the hotel with no plans and very little English skills. I thought what if this guest was my Mum, how would she feel in a new country, on her own, unable to speak the language and so I took care of her looking after everything from A to Z.  It was incredibly rewarding.

Do you manage people? If yes, what is that like? I do, I manage a couple of people in my department, including setting rosters, allocating tasks and more.

What skills have you learnt on the job? I have learnt how to be more patient, calm, organised, and more.

What are your working hours like? I work various hours as a team leader.

What’s the pay like? Am happy with the pay received, especially compared to similar roles in other countries.