Rockford to Indianapolis

Rockford to Indianapolis

Okay. So here is the deal. I’m moving to Indianapolis tomorrow!

Yesterday, I asked for training with housekeeping today just so I could have a better idea about what guests are complaining about and also so I could better help with decorating the show rooms. I actually had a lot of fun inspecting the rooms with housekeeping managers this morning, even though that I barely did anything besides for observing. But I did get something I wanted, such as they only have 4 ladies working full time for housekeeping now. Something which is so important but no one of management team knows/cares enough to listen.

Anyway. At around 12pm, I got a call from my general manager asking me to leave housekeeping and go back to accounting. I was a little bit upset since I was having so much fun then, but I understood why she wouldn’t approve it. She said she wanted me to get enough training with accounting because she wanted me to go to corporate in Texas next week!

I was so happy about the news. So I went back to accounting and started training on posting invoices with the accounting manager. By the time I came back from lunch, I got another call from the general manager, telling me that she wanted me to go to another property in Indianapolis, tomorrow.

For whatever reason, staffs in the other property are apparently not doing well, that’s the main reason that my general manager has been there for two weeks already. It sounds like she desperately needs help immediately. She also kept telling me that people in the other property are not friendly. I was wondering how bad it must be that she had to keep telling me for at least four times already.

Another thing I’ve been thinking about is that how I’m supposed to deal with change in life. I could get a call today being asked to move to Texas next week, but I could also get a call asking me to move to Indiana tomorrow. That’s what I have to do and deal with in a professional manner. No matter what I do in the future, I will have to deal with changes in my life, with or without preparation. There are certainly so many difficulties for me at this point, such as packing and driving, but I’m more excited than worried. I’ve been craving for challenges and pressures for too long, and now there is finally a chance.  

Front Desk to Back Office

From Front Desk to Back Office

So, after being at the front desk for two weeks working for day shifts and night audit, I was officially moved to the back office, which includes sales, marketing, and accounting departments, and the management offices.

I was so glad that I didn’t have to be at the front desk anymore because honestly, I still don’t fell 100% comfortable with it. I found it super difficult to work at the front desk because there is too much information that I need to know to be able to take the shift myself, but two weeks of training is certainly not enough. Also, since we only have one person per shift normally, it is extremely stressful when we have to assist walk-in customer while there are calls ringing constantly. However, I did realize that how important this front desk experience is for me to work at the back office. It is so useful that I am actually considering taking one day each week to work at front desk, just so to better understand customer needs.

For example, the first thing I did on Monday at marketing department was updating new map. The map we had been giving out to our guests is black and white, blurry and hard to see. I have never been told that we have other version of this map. But surprisingly, I found that they actually have a colored version of the same map, which is so much more clear and fancier. I was shocked to find out that the marketing manager knew nothing about the disgusting black/white map we had been using and the front desk staffs knew that they have colored map at the back office but never asked for it. Here comes a gap of communication. Its not about unable to communicate, but not willing to. All front desk staffs need to do is ask for more colored version, but they didn’t, even though they were aware of it. Again, it goes back to the lack of motivation and initiative.

The second thing I did was creating a TV channel list. There were so many guests called or came to front desk ask for TV channel list because they didn’t have one at the rooms. Marketing manager knew nothing about it, but the TV channel list we had been handing out to our guests, again, is a crappy-looking copied version piece of paper that it couldn’t be shabbier. I made a new one and also laminated the copies so it not only look fancy, but also can last forever. It is smalls things after all that make a big difference.  

 

Anyway. I did find myself enjoy the back office so much better because I could make difference and create progress of this resort. It feels like seeing a child growing up, improve one step at a time, and finally becomes professional for good.  

2nd Week

I can't believe that time went by this fast. I finished my second week already! I can't say I'm well trained for the front desk because I still don't feel comfortable about being by myself and there are still many things/regulations about front desk that I'm not aware of, but I would say that I'm getting so much better than the first day. I've done first (7am-3pm) and second (3-11pm) shift, and last week I also did the night shift, which is from 11pm-7am.

I was not happy about being asked to do night shift since I don't like the idea of staying up over night. But the night shift is about audit. Because there is not much going on during the night, so night shift is when the front desk staffs take care of audit of Tilted Kilt and the whole hotel. I never liked accounting and I still don't. I can do it because its very easy and repetitive, but it's boring and I don't particularly enjoy it.

It's interesting to see some data though. For example, the average occupancy rate during the week days is approx. 20%, it's relatively low but I think it also shows how much potential we have here; the average week day daily income is around $3,500, which is not bad in my mind; some guests won't show up after they made reservations and in order to prevent us charging them no-show fee, they will call the bank and ask the bank to freeze their credit card, etc.

I think I will be moved to accounting or sales department starts from tomorrow, which is good. I thought this place was too small for my potential, but actually there are so many things that I need to learn, especially HOW to work with Americans, instead of WHAT to do. I am completely exposed to this American environment now that I don't even remember when was the last time I saw an Asian. It makes me realize that I still have language obstacle. I remember my mom told me the period that one needs to get used to a completely different environment is age/6, which means I still have another six months to go. I'm not particularly excited about my current internship, but I still look forward to seeing what I could become and achieve soon.

Weekend :)

I had a day off today so I did some grocery shopping and watched twilight on TV. I still remember that I was touched by Bella and Edward’s forever love when I first watched the movie maybe two years ago. However, when I was watching it again this afternoon I just felt that it’s too silly and childish. I find it hard to believe that there is any guy in the world want to give unconditionally love to any girl at this age. At least I haven’t seen one so far.

When I was gonna go get my printer from my car, I ran into Patrick at the hallway. Patrick is a maintenance guy works for the hotel who is at his 50s. He is always nice and friendly and helpful. He was gonna go fix some broken toilet so we stopped and talked for a little bit. I found out that Patrick is 56 years old, with no family or kids. I suddenly felt so bad for him. I asked him why didn’t he get married, he laughed and said ‘look at me. Who wants to marry me? I’ve got no enough money and I’m too old for that.’ I almost broke into tears when I saw him smile. It was not a smile but full of bitterness and helplessness. It got even worse when he told me that all of his siblings are died. He has absolutely no family at all.

Recently I have been feeling strong about my family. As an emotional person, I’ve always found myself have an extremely strong attachment to people, either family or friends. Right now, I am living here all alone by myself, and that made me confused every day trying to find a purpose/reason to keep my life like this. When I had a boyfriend of course things were easier for me, but now my purpose is fully about my brother. I feel like I always need someone else to be my purpose for working/living at a hard condition because I just don’t have enough motivation to keep pushing myself. That’s actually the main reason why I broke up with Josh, because he is too self-centered. He told me that I shouldn’t do things for the purpose of my brother but of myself. I was terrified by his thoughts. I couldn’t and still can’t believe how can someone has such a cold heart that he never wants to make any sacrifices for anyone else, even his family, but himself. For me, I enjoy the feeling of doing things for my brother, but Josh could never understand. He is so selfish that I was afraid that if one day I get sick, he would just leave me without any hesitation. I don’t think he is a bad person, but honestly I think someone like him deserves to be alone forever.

Talking to Patrick made me so upset because I couldn’t bare the thoughts of myself living that life. Family means everything for me. I love my parents, brother, grandparents, and uncles. I still dream of taking them to travel with me all the time. And being together with my whole family is and always be my primary purpose. If I would ever end up being alone, then life means nothing to me since there is no purpose for me anymore.

Work Day 2 & 3

Work Day 2 & 3

Yesterday was the second day of my work but it was pretty much the same with what I did on the first day, except for that I got much better and comfortable with what I was doing there. Maybe I will have two to three days at the front desk and then I will be moved to the sales or accounting.

I was talking to the front desk girls and found out that there are so many things could be changed for this hotel. They could open the water park during the weekdays as well since so many guests only book the rooms for the water park; they could have opened the theatre to play old movies for $5/per to attract guests and earn some revenue as well; they could have set a rest area for people who come to wait for the shuttle to Chicago. For the room itself, it could definitely be updated and aimed for a four stars hotel. Just like people, hotel is all about self-respect too. If you don’t invest in yourself and respect yourself, don’t expect others to.

But what I really want to talk about yesterday is that I went to visit a friend’s family and had dinner with them. The front desk girl Julissa invited me to her family dinner yesterday, which was the second day we met each other. She is very sweet and welcoming and friendly. Her family is nice too. However, even though I was already aware of the difference of Chinese and Western parenting styles through Josh’s family, it was still shocking to see how different it actually is. For example, they don’t really care that much about supporting their kids’ education or livings. The kids did not go to college, and they have to beg or negotiate with their parents for even 20 dollars of gas. And the craziest part is that the parents thought that the kids are TAKING ADVANTAGE of them. I was like…What??!!! My parents never even thought about using the word take advantage, and I have been taking advantage of my parents for my whole life! Not until then had I seriously realized that how much our parents have devoted to us and how much we should appreciate their love and support for us, both financially and emotionally.

Anyway. Today was a nice day though. I attended the staff meeting as a secretary in the morning, which the managers from every department came for reporting. My manager Eva looks educated and very businessy, then I was told that she is actually a consultant from Chicago, only works at the resort few days a week. I was introduced to the managers by her and was taking meeting notes the entire time. After the meeting, I took a tour around the resort and I was shocked to find out that how much potential there is at this hotel! For instance, they have tons of framed pictures that have not been used to decorate the walls, a theatre that has not been utilized to draw customers, space that has not been rent out for businesses such as convenience store and coffee shops to help the revenue, party rooms have not been set up nicely to be showed to the potential customers, etc. I feel like all they need to do is having a good management team to be aware of the situation and take actions. Finding out those stuff excited me so much that I couldn’t wait to help them. I realized that instead of doing what I was told to do, I should take this internship as a huge consulting project, and try as best as I can to bring as much value as I can to the resorts. Front desk is just where I learn how things work here, but it could not possibly be how I bring out my values.

Learn something new every day.

Love,

Regina

Work Day 1

Work Journal

Day 1

So today, I officially started my new internship at the Clock Tower Resorts, Rockford, Illinois. I was considered as a manager trainee so I was assigned to all the departments for trainings. I like the idea of getting trained rotationally since that’s how people learn the most out of an experience.

I started with a free cold breakfast at 7:40 am, where I met my general manager Rosy. She is a very nice lady in her 60s and she told me what I was expected from this position. I realized that even though I considered myself as an intern, they think that I will be a full time employee when time comes and they want to train me for the long run. I kinda felt bad for it but I have no choice either.

I was being trained the whole day at the front desk and I was responsible for taking phone calls, making reservations and everything else. Not until this moment had I realized that front desk is not easy at all, and it is the best and fast way of learning a new property. For example, in this case, I learnt about the water park only open for weekends, the room rates are different depend on days and guest numbers etc. I learnt how to use their reservation system and how to deal with so many different situations that could happen when a customer calls. However, the biggest obstacle that I had was communication. I considered myself good at listening and speaking, but even that I had some troubles understanding people sometimes that I felt like I messed up some calls. Honestly I don’t really know answering calls will help me with anything except for practicing English, but I guess it is still a way to step out of my comfort zone.

Anyway. What I have been thinking during the day was actually how important purpose is for one, what do I really need. It sounds silly because I always thought that only sensitive and immature people do this for getting attention. However, I find myself couldn’t stop thinking about what I really want. If I’m all alone here by myself, without family, friends, and significant other, what am I really working for? But I guess it will be a long time question.

So my task for tomorrow will still be working at the front desk, 8:am to 4:pm. I still don’t feel fully comfortable doing it, but career is all about improving oneself. I’m never good at writing. But weird enough I actually like writing things in English better probably because I had an amazing english teacher that I love who asked us to write a lot, or maybe just because I don’t need to worry too much about wording since none of my friends actually care.

I hope you guys enjoy my story. It is the first blog ever and I promise I will write more maybe everyday to keep my thoughts and memories. Also, it is a great way to keep in touch with everybody!

Love,

Regina