SHMS Grad receives recognition for outstanding service from White House

One of the main reasons Ivy chose to study hospitality was the opportunity to meet new people and learn about their cultures and personal stories. A high profile career already underway from working as a Director of a large chain to managing her own hospitality consultancy, Ivy now has some stories to share of her own!

During your tenure with Shangri-La Hotels & Resorts you were promoted from Director of Sales to Director of Public Affairs and Protocol. Tell us more about this position.
The Shangri-la Hotel in Jakarta often hosts Heads of State and foreign dignitaries during their diplomatic visits. Thus the hotel saw a need for creating a niche role, specifically to cater to these VVIPs. It was a huge and demanding role, where having an eye for detail and service excellence was crucial in ensuring the success of these high profile visits. As stressful as it was, I thoroughly enjoyed working in this role as it allowed me to think outside the box and my uncanny ability to remember faces and names definitely helped as well!

What was it like meeting the President and First Lady of the United States of America?
It was an unforgettable and a career-defining experience for me. Even today I remember it so vividly. I was presented with an appreciation certificate by the White House and a Challenge Coin in recognition of the outstanding service we extended to them.

 

“Receiving such a prestigious recognition from one of the most powerful people in the world was an honour and reaffirmed my belief that I was right in choosing hospitality as my career choice and it also gave me a desire to continue pushing myself in this field.”

 

Who are some of the other high profile people you’ve met in this job?
I’ve had the privilege to meet various Prime Ministers and Politicians from around the world including the President of the Republic of China Hu Jintao. All of these high profile visits to the hotel were special and I have great memories of every one of them. I count my lucky stars to have been able to rub shoulders with their trusted confidantes and even today I still maintain contact with some of them.

After Shangri-la, you moved on to become the General Manager of the trendy Morrissey Serviced Apartments. How different was this experience?
I think the only difference was in size – smaller staff strength and room inventory and fewer departments.

 

“To me, true hospitality doesn’t change just because you choose to stay in a smaller property or a Bed & Breakfast, instead of an international chain. The heart and soul of every hotel remains in its service to guests.”

 

You’re now your own boss, managing a hospitality consultancy. How is it different from the other jobs you’ve had?
I rather see myself as a leader or a hotelier than being a boss. As a leader, not much has changed since my days in hotel operations other than having more time to strategize and make the right decisions for my clients. Essentially my role is still similar to what I was doing in my previous jobs as my team and clients still turn to me for advice and solutions to issues they are facing. As a hotelier our ultimate goal is customer satisfaction and that is what I strive to achieve with all the clients who come to me for my consultancy service.

What advice would you give fresh graduates embarking on their career in hospitality?
Be passionate, genuine and always courteous towards people from all walks of life. Hospitality is a way of living and you need to have the right attitude. It is important to carry these qualities with us all the time whether we are on or off duty. So always remember to be consistent and enjoy the ride!