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by Sandy Staff
Working In a Hotel: What Is It Like? Insights From Hotel Staff
15 Jul 2024
Photo: Four Seasons Hotel Cairo at The First Residence
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We check into luxury hotels, relax in spotless rooms, and enjoy incredibly tasty meals — in short, we experience perfect service. Sometimes, we forget who is behind all this: just regular people! How do they manage to deliver such flawless service? Are there specific rules that the hotel staff must follow? And overall, what qualities are essential for someone working in a hotel? We spoke with representatives from the staff at Four Seasons Hotel Cairo at The First Residence and found out everything.
— Are there any golden rules or pillars from the Hotel staff for creating the perfect vacation experience for guests?
— We have one main golden rule: treat others as we wish to be treated, whether with a guest or another employee. The most important aspect of curating a memorable family experience is exuding warmth, empathy, and care in our interactions with guests. When you think of Four Seasons, you think of luxury. However, we offer a luxurious staycation that is not only personalised but also involves paying extra attention to our guests and truly caring for their needs.
— And what about any golden rules for creating the perfect vacation experience for guests with kids?
— Of course! We are committed to ensuring that everyone, especially the little ones, has a memorable stay at the Four Seasons. Upon arrival, we personalise amenities for children, such as a sweet treat with their names written on it. We also provide special robes and slippers to keep them cozy throughout their stay. Additionally, each child receives a “toy camel” and a “Four Seasons First Residence” t-shirt as giveaways, creating special memories to cherish. At the pool area, we offer popsicles and sweet treats as an extra amenity for them to enjoy.
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Photo: Four Seasons Hotel Cairo at The First Residence
— Are there specific guidelines on how you greet your guests? What should definitely be in the room when guests enter it?
— Our guests are warmly greeted with personalised amenities that showcase local flavours, such as chocolate amenities shaped like Pyramids or oriental sweets. For those celebrating a special occasion like an anniversary or a birthday, we typically arrange for a birthday cake or an anniversary dessert to be in their room upon arrival, complete with greetings such as “Happy Birthday” or “Happy Anniversary.” For these special moments, we also enhance the room’s ambience with rose petals, balloons, and flowers to create a festive and welcoming atmosphere.
— How do you hire staff? What qualities do you pay attention to?
— The most important qualities we look for in a team member are passion for their craft and a genuine love for what they do. It is essential not only to know how to perform the job but to love doing it. We value individuals with engaging personalities who enjoy interacting with guests and caring for them. Empathy is a crucial trait; it enables a seamless integration into our company culture, ensuring that each team member can contribute effectively and harmoniously.
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Photo: Four Seasons Hotel Cairo at The First Residence
— Travelling with kids can be challenging for parents. What do you offer families during vacations to give parents some freedom?
— We provide babysitting services for parents who wish to explore the city or enjoy a night out on their own. This allows them to have peace of mind knowing their children are in safe and capable hands while they take some time for themselves.
— Four Seasons Hotel Cairo at The First Residence has a special summer offer. What does it mean for guests, not regarding prices but regarding the vacation programme?
— We offer a one-of-a-kind staycation experience by providing connected rooms for the whole family (subject to availability), ensuring everyone can enjoy their vacation together and create lasting family moments. Guests are welcome to dine at any of our restaurants on the First Nile Boat, conveniently located just steps from the hotel, offering a choice of Brazilian, Pan-Asian, Italian, or Mediterranean cuisines. Additionally, parents can indulge in pampering spa treatments with 25% special savings that also include a complimentary facial or scrub.
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