Working for a dessert themed boutique hotel is definitely worth writing home about, but if that’s not enough to make you put pen to paper, then perhaps being its Assistant Front Office Manager – and launching a guest experience program to boost satisfaction and revenue – is. Now can you imagine doing it all within six-months of completing your final exam?
BMIHMS graduate Douglas Tay’s career could not be off to a better start. Originally from Singapore, Douglas always knew he wanted a career that allowed him to bring joy to others. He also knew that studying in Australia with BMIHMS at Torrens University could help him achieve his goal. What he didn’t know is that it would happen so quickly.
Initially focusing on working for a big hotel brand, Douglas completed both Industry Placements (IP) with Hyatt. He then continued working for the brand whilst completing his degree in Sydney. However, as his final term with BMIHMS came to an end, he began to feel it was time to try his hand with a boutique hotel brand.
Douglas says, “I decided to pursue my dream of working in a boutique hotel to understand the operations of a hotel in its totality.”
Shortly after completing his final exam, Douglas’ journey with the Adelphi Hotel Melbourne began. The hotel consists of 34 rooms, each one boasting delectable ‘sweet treat’ inspired quirkiness in its design and furnishings. To complement the room designs, there is Om Nom Kitchen & Bar – dessert themed of course. The hotel certainly is one of a kind.
Douglas’ decision to join a boutique property is one that has allowed him to become a valued and respected member of the team in a very short period of time.
“Working for a small property such as Adelphi provides me the autonomy to make decisions for the company, initiate projects to help improve guest satisfaction, boost revenue and enhance the image of the brand. It also allows me to support my colleagues and superiors bringing out the best in each and every one of them,” he says.
One project Douglas is excited to be steering is a Guest Experience Program. The program will focus on captivating guests, retaining their loyalty and recognise that the little personal touches are what makes a guests’ stay memorable.
Douglas says, “It is more than just a product that one is selling, but an experience that a guest finds though the service – it’s an intangible product.”
To be working at such a remarkable property, with the freedom to drive new projects and manage a team of Guest Service Agents, is an exemplary achievement for a recent graduate. Douglas’ passion, drive and eagerness to learn have allowed him to achieve such success in a very short amount of time. There are bound to be many times Douglas puts pen to paper as he makes his mark, wherever his career takes him.
Douglas studied a 2.5-year fast-tracked Bachelor of Business (International Hotel and Resort Management) degree. He graduated from Blue Mountains International Hotel Management School (BMIHMS) at Torrens University in September 2016. Click here to watch his graduation speech, or here for the highlights.