Taking service into your own hands

Tell us about how you ended up creating your own position?

I started working at the Upper House, a small 5-star hotel at the top of the Gothia Towers (Gothenburg, Sweden) right after my studies through a management training program. I began in reception and was moved around to manage different projects within the hotel. When my traineeship was complete, I was offered the position of front office agent and was later promoted to supervisor. Based on the accumulated experiences I had gained in the hotel, I pitched a brand new position to my boss incorporating what I believed world-class service should be. Today, I am both the concierge and the front office manager.

 

What is the best part about your job?

I am very passionate about human behavior and how we treat people from different cultures and backgrounds, always giving them the best service they expect from us. I believe that every one of the guests should not have to worry about anything – a stay with us should feel like home. We want to create trust not as a guest of our hotel but as a guest in Gothenburg too. 

 

What does a regular day in the office look like for you?

Every day is completely different, but that’s the charm of working in hospitality. I start my days by looking through our list of current guests and consider how we can make their visit as memorable as possible. Our approach is very proactive with our guests contacting them right away to see what we can do to assist them during their stay from recommending a restaurant or booking a special event to celebrate an occasion. After many years in this industry, you would think you have heard all the questions there are to ask, but there is always something new and surprising that comes up. I love this challenge!

 

If you could change one thing about the hospitality industry, what would it be?

I would insist that every 5-star hotel has a concierge. It’s a must!