2. Working at Marriott
Vacation Club
through an
internship program
on the island.
I observing new
people everyday.
3. Iwas switched
around into different
departments but I
mostly work at a pool
side grill and
catering.
Igot to interact with
guest first hand and
see how they act on
vacation.
4. The Front desk is
where the most guest
interaction occurs.
I have not worked at
the front desk yet but
was able to observe
the guest that check
in and out and listen to
any complaints they
may have. I got to
see how Susan and
Kristin handled the
situation.
5. The front desk deals
with the most guest
interaction and their
complaints.
They need to be the
strongest employees
because they deal
with most conflicts of
all.
6. The front desk tackles
every problem a guest
may have with a smile
on their face the whole
time, regardless if their
happy or not.
Its all about pleasing
the guest.
7. Front desk Conflicts
Some conflicts that happen at the front
desk is miss communication with the
employees and the manager.
Lack of communication with the guest not
seeing their side.
Language barriers
8. My studies fit a pattern and
are not unusual in this case.
This interaction is similar at
every hotel.
How people act on
vacation is laid back but at
the same time expect good
service.
9. Methods
I collected my data by
observing the employees
at the front desk and the
guest interaction.
I also got to interview two of
my co-workers Kristin and
Susan. Along with my
manager Tim.
10. Personal Experience
I saw behind the scene what goes into
making a happy guest stay happy.
Communication is key and being
understanding of their needs.
My ideas did not change about what
goes on at the front desk because I dealt
with the same thing just in a smaller
amount in the food and beverage
department.
11. Conclusion
The interaction between the guest and
employees is very crucial in the guest
return. They will not come back if they feel
they had bad service.
We want the guest to feel like family so
that’s how we try to treat them.
Some times they treat us back with
respect and other times we are treated
like we should be kissing their feet.
