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Interview Assignment

In: Business and Management

Submitted By amigo2013
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Interview Assignment
Atlantis
Paradise Island, Bahamas
January 30, 2013

Odette Mayet, Assistant Guest Service Manager

I chose to do my report on Atlantis in the Bahamas because it is the most amazing resort I have ever seen. It is a mega resort located on a beautiful white sand beach with an endless amount of things to do. My dad and I stayed here last November and had a fantastic vacation. We were even lucky enough to get a tour. When I called to do the interview, Odette Mayet was pleased to hear about my vacation and was happy to help me out.

What is your title? What does your job entail?
I am the Assistant Guest Service Manager. I work closely with the Guest Service Manager in making guests feel comfortable and welcome. We are also responsible for organizing, supervising and motivating our staff.
How long have you been in the field? Did you take any training or schooling?
I have been in the field for over thirty years. I studied at a hotel training school for two years.
What do you like about the industry?
My favorite part is watching guests have the time of their lives while making memories that will last forever. I also get to meet a lot of people on a daily basis. Many celebrities come through here too.
What are your greatest challenges?
It is hard to please everyone. I hate seeing unsatisfied guests. Issues come up every day and it’s my job to fix them. I also often have to work long and undesirable shifts.
Who is your target market?
Originally when Atlantis opened, the target market was families. Recently we have also been focusing on large groups, business and leisure. We have boardrooms, conference centers, hospitality suites, event space and numerous activities for large groups. We also market towards weddings and honeymooners. We cater to many different markets.
How do you reach your target market?
We use advertisement, commercials and social media. We also send emails to previous guests letting them know about upcoming deals. Our guests are profiled into a category based on their interests and guest type.

What categories do you use?
Romance, wedding & honeymoons, golf, family with toddlers, dolphins, scuba/snorkel, family with teen/ tweens, spa, and casino
How do you deal with complaints?
I listen carefully to the guests concern and do what I can to fix the problem. We sometimes give room upgrades or activity coupons to unsatisfied guests. We also encourage feedback from our guests to prevent as many problems as we can.
How do you communicate with other departments?
We use radios, cell phones, email and texting. I have weekly manager meetings as well as monthly staff meetings. I encourage my staff to bring ideas and feedback to our meetings.
What skills do you need to do your job well?
Since you are dealing with problems daily, you have to be a very humble person who’s good in stressful situations. You also must have good people skills, a positive attitude and be able to multitask.
When is your on/ off season?
Our off-season is May to September. Weekends are always the busiest for us. Concerts, festivals and weddings bring in swarms of guests.
Do you off packages?
Yes, we offer many packages including family packages, group deals and three different types of honeymoon packages.
Are there advantages for employees?
The best advantage I can think of is having the privilege to work in paradise every day. Atlantis is located on the most beautiful beach in the Bahamas! But yes, we also get discounts on activities during the slow season. Discounts are also sometimes given from our fellow hotels in the U.S.
Are there other amenities/ services offered at the resort?
The amenities here are endless. We are famous for our waterpark and casino. Aside from having the worlds largest open-air marine environment we have a spa, comedy club, theater, arcade, library, marina, 3 nightclubs, 21 restaurants and 19 bars/ lounges. We also offer snorkeling, scuba diving, rock climbing, golf, pottery, tennis and yacht/ fishing charters.
What do you think about the 15% gratuity automatically included on food, housekeeping and activities?
That gratuity is standard in the Bahamas. I see where people are coming from when they say they don’t like that it’s automatically added. Gratuity is to encourage and reward good service. I train my staff to give excellent service at all times regardless.

Atlantis in the Bahamas is definitely a destination I would like to visit again sometime. A person could stay there for weeks and still have new activities to do! Because Atlantis is located on an island, they don’t have much competition. You have to leave the island if you want to eat at a restaurant that is not part of the resort. They also do a great job of getting their name out there. I have seen many advertisements around, especially on airplanes. I would definitely recommend Atlantis. It’s a great place for people who want to relax and those who want to have an action packed vacation.

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