May be you are on holiday, May be you are getting married, May be you are on the business trip, May be you lost the last train or the last flight, Chances are, you might come to a place like my working place---- a five star hotel.
Our hotel combines the best of classical elegance and modern comfort. Built in the 1920s, this is one of the most significant buildings erected by the French in Shanghai. Just like a rose in full bloom, I was so fascinated by the history and culture of our hotel. Luckily, I was hired by my dream hotel, and started my own career here.
I've been working as a front desk receptionist since my graduation. Some people may ask why you chose this job as your career. Because of your luxurious working place? Or you can wear a customized uniform? Otherwise, you can meet a celebrity or a pop star easily? No, no, no…..my answer is quite simple, this is a job which I can talk and communicate with people instead of computer. That's the reason, I don't want to be stuck in a desk and buried in the paper works. I want to offer help, and give all the guests a pleasant trip during their stay in our hotel and our city. As a receptionist, we meet hundreds of people every day, they come from all over the world, and they vary from their personality to their nationality. Stories happen every single day. This is part of my job, part of my joy and part of my life.
I still remember a case happened last year. It was a night shift, we were about to finish the work and began to clean the office. Suddenly, a guest showed up with blood on his face, we were shocked by his wound. He told us that he lost consciousness and fell down. His head hit the tube in the bath room. We immediately took our first-aid box, and tried to clean his wound. The guest was frightened and asked us for a favor---- sent him to the hospital. Of course, as a five-star hotel, we are always committed to offer the best service. Especially when it is an emergency to our foreign guest, we seem to be the only one they can rely on.
I accompanied my guest to the hospital, after talking with my guest, the doctor diagnosed my guest as food poisoning. He took a serious of body checks, and finally it came to the "face problem", the wound on his face, obviously, he needed stitches. Actually, he was very fearful of stitching; I could see that from his face, so, I came closer, chatted with him and tried to distract his attention. At that moment, we were not staff and guest but two friends. I was there to give him courage and helped him to get through the whole surgery. He asked me a question during the stitching:"are you fearful of the blood?" I said: "No! Of course not! I want to make sure that you will have a nice scar!" he smiled and said:" thank you, you are really nice person." His voice is light but with great sincerity. Believed it or not, I am so proud of myself at that moment. I helped someone when he needs me most. No matter it is 3 am in the morning, no matter how tired I was. I found my job more meaningful than ever.
It had been a while since the guest checked out, but one day, I just received an e-mail from this guest. He said that he had already gone back to his home town, and feels much better. He really appreciates that I can accompany him during his stay at hospital and attached with the e-mail is his recent photo! What a lovely guest! I do keep my promise! Because I can hardly find the scar on his face!
This is just a small story of my job, but it helps me to find the real meaning of my work. What is a five- star hotel? The best view! The best accommodation! The finest ingredient! The most important of all is the service, people-oriented service. All the glamorous impressions a five-star hotel gave you are closely related to the hard work of every single staff. Our hotel is the home away from every guest's home.
Okura Garden Hotel (Shanghai)
Front Desk 毛晓蕾
2011年7月
TEL:13916106653
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