I met Ms. Ma Christina “Beng” Nicolas in Astoria Plaza hotel. I have stayed in that hotel briefly when I returned in Manila. I had the chance to get to know her because of my mom who introduced her to me. From then on, we became friends because we have the same interest which is hospitality industry.
She is the sales manager of Astoria Plaza hotel whom I admire very much because of her hard work and passion in the industry. As a result she is now working in Sofitel hotel as the banquet manager. She started working in Astoria after she graduated from University of Santa Thomas. Moreover, that was her first job directly became a sales manager and she was still at a young age.
Nabila: What was your dream when you were little girl?
Beng: Before when I was a little girl my dream is to own a small café because I am into baking and cooking and selling cupcakes.
N: What makes you decide in the hospitality industry?
B: I then decided when I was in 3rd year high school, I wanted to work in a hotel.
N: What schools did you start in?
B: I started in Merriam grade school, she skipped grade 7 and went to school of Holy Spirit (for girls only). Then my College was in University of Santo Thomas (UST) in HA degree.
N: What is the best part of being what you do now?
B: Relating to staff and clients because I am extrovert.
N: How do you see yourself 20 years from now?
B: I want to be a Professor teaching in UST or UP for 1st and 2nd year college. And I want to teach introduction to HRM or psychology. As of now, I am still considering myself too young to be a teacher.
N: Who are the most interesting guests that you have run across in the industry?
B: The most interesting for me was run across Vice president of the Philippines, Mr.Guingona- 6 years ago when I was in third year college when I did OJT at Mario’s restaurant in Timog, it is a fine dining restaurant.
N: Who are the most outraging guests that you have run across with?
B: The most outrageous guest was a former president of Association of Philippine orthodontist. In Asian institute of Management where she got mad at me in the lobby where everybody was there. I was then listening to her, ease her anger and give complementary cake and accommodation. A year after she came back.
N: How do you handle complaints? What advices would you give employees on how to carry themselves?
B: First I have to be cool, listen to your guests, try to act on what they are complaining about quickly.
For the employees be professional, discipline, charming to guests, service oriented, relate well with co-employees and guests.
N: What do you think is happening/ trend of the hotel industry now?
B: This is my own opinion, there are so many Korean guests because of low rates, health and wellness (tie up with the hospitals) and sports tourism (leagues badminton)
N: Do you see any development in particular section of the hotel industry? What are the qualities that a staff personnel should have to qualify in the hotel industry?
B: Multi-tasking- doing several jobs to cost cutting.
The staffs have to qualify professional, several contacts in the travel and in corporate industries, service oriented and have to speak English well. There are seminars about the public speaking and it would be a big plus if the staff can speak Mandarin, French and Nihongo (Japanese).
N: Do you think that by balancing escalating expenses with more of rates, would this be a fallen to increase hotel profits?
B: Yes, increase 20% of room rates to cope with the expenses to earn more profit.
N: What can you say about Astoria that tells people that it is better than other hotel?
B: More on the personal sides such as personalized service. The extra mile is by having shuttle service for free and complimentary parking.
N: If you are setting a café of your own what would it be the most unique ideas of perks and amenities to attract people?
B: Reading materials such as magazine type of cafe and it would be full meals.
N: What are the issues of environmentally friendly in a hotel?
B: Enough tissues for the guest to use so that they would not waste. Turn off the electricity when the guests have not arrived. Only open the refrigerator once to put the bulk of food so that conserve energy.
N: Having pets in the room are the trend now, do they allow pets here in Astoria?
B: Pets are allowed only to some people such as ADB staff. Only case to case.
Although now in the United States grooming for the dogs are becoming popular.
She is the sales manager of Astoria Plaza hotel whom I admire very much because of her hard work and passion in the industry. As a result she is now working in Sofitel hotel as the banquet manager. She started working in Astoria after she graduated from University of Santa Thomas. Moreover, that was her first job directly became a sales manager and she was still at a young age.
Nabila: What was your dream when you were little girl?
Beng: Before when I was a little girl my dream is to own a small café because I am into baking and cooking and selling cupcakes.
N: What makes you decide in the hospitality industry?
B: I then decided when I was in 3rd year high school, I wanted to work in a hotel.
N: What schools did you start in?
B: I started in Merriam grade school, she skipped grade 7 and went to school of Holy Spirit (for girls only). Then my College was in University of Santo Thomas (UST) in HA degree.
N: What is the best part of being what you do now?
B: Relating to staff and clients because I am extrovert.
N: How do you see yourself 20 years from now?
B: I want to be a Professor teaching in UST or UP for 1st and 2nd year college. And I want to teach introduction to HRM or psychology. As of now, I am still considering myself too young to be a teacher.
N: Who are the most interesting guests that you have run across in the industry?
B: The most interesting for me was run across Vice president of the Philippines, Mr.Guingona- 6 years ago when I was in third year college when I did OJT at Mario’s restaurant in Timog, it is a fine dining restaurant.
N: Who are the most outraging guests that you have run across with?
B: The most outrageous guest was a former president of Association of Philippine orthodontist. In Asian institute of Management where she got mad at me in the lobby where everybody was there. I was then listening to her, ease her anger and give complementary cake and accommodation. A year after she came back.
N: How do you handle complaints? What advices would you give employees on how to carry themselves?
B: First I have to be cool, listen to your guests, try to act on what they are complaining about quickly.
For the employees be professional, discipline, charming to guests, service oriented, relate well with co-employees and guests.
N: What do you think is happening/ trend of the hotel industry now?
B: This is my own opinion, there are so many Korean guests because of low rates, health and wellness (tie up with the hospitals) and sports tourism (leagues badminton)
N: Do you see any development in particular section of the hotel industry? What are the qualities that a staff personnel should have to qualify in the hotel industry?
B: Multi-tasking- doing several jobs to cost cutting.
The staffs have to qualify professional, several contacts in the travel and in corporate industries, service oriented and have to speak English well. There are seminars about the public speaking and it would be a big plus if the staff can speak Mandarin, French and Nihongo (Japanese).
N: Do you think that by balancing escalating expenses with more of rates, would this be a fallen to increase hotel profits?
B: Yes, increase 20% of room rates to cope with the expenses to earn more profit.
N: What can you say about Astoria that tells people that it is better than other hotel?
B: More on the personal sides such as personalized service. The extra mile is by having shuttle service for free and complimentary parking.
N: If you are setting a café of your own what would it be the most unique ideas of perks and amenities to attract people?
B: Reading materials such as magazine type of cafe and it would be full meals.
N: What are the issues of environmentally friendly in a hotel?
B: Enough tissues for the guest to use so that they would not waste. Turn off the electricity when the guests have not arrived. Only open the refrigerator once to put the bulk of food so that conserve energy.
N: Having pets in the room are the trend now, do they allow pets here in Astoria?
B: Pets are allowed only to some people such as ADB staff. Only case to case.
Although now in the United States grooming for the dogs are becoming popular.
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