Introduction

I have just completed a 3 months internship in a hotel located downtown In Bucharest near the Cismigiu
park, a very quiet and cozy location. The hotel is the perfect choice for foreign tourists interested in
visiting old town to admire famous architecture that brought the name little Paris, as well as tasting the
vibrant nightlife and traditional cuisine.

We were 3 teenagers participating in the program, named “ Make a stay to remember’, 2 of us from
Romania and one from the Republic of Moldova.

The main objective of the training was to develop skills and abilities to provide a high level of services
and to create procedures to forecast the needs and expectations of the guests. Based on previous
experience which signalized a gap in communication, the management expected us to form a strong
team based on communication and fair delegation of responsibilities.

Tasks and activities

One of our main duties was to stay daily informed about the cultural events in town, the best services
providers for transport, cleaning, food. My tasks were to welcome the guests and help them with the
informations needed, and to assure that I receive feedback by completing a satisfaction questionnaire at
the end of their stay. developing the questionnaire was one of my duties as well as to identify low
points and propose improvement. For that, daily communication with the maids, waiters, cooks were
mandatory.

Issues about the program

The downsides of this program were the difficulty to communicate and solve problems in real-time
especially on account of the maids who had a poor English speaking level and the guests had to address
their wishes and requests to the receptionist, causing delays in providing solutions.

Working in shifts at the front desks produced misunderstanding and confusion due to lack of a
procedure of following up clients' requests. For example in one shift, a client made a request and the
one who took over the problem hadn’t transmitted to his colleagues to follow up on the issue.

Recommendation

For a successful approach of these problems, the management should purchase an online application for
clients to transmit their requests and a dedicated person to assign responsibility for specific tasks and
follow up the accomplish.

Overall, being in a young, proactive, multicultural team was an opportunity and a novel experience, as I
found which are my strengths and my limitations. First, that comes to my mind is that I have a problem
delegating responsibilities, maybe because I am a perfectionist.