My Internship at Sea Hostel Barcelona

My Internship at Sea Hostel Barcelona

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As a receptionist working in a culturally diverse environment, How does being multilingual help for custumor relations and service quality ?

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Summary

Introduction Part 1 : Context and Professional Environment: 1. Presentation of Sea Hostel Barcelona and it's operations 2. Other services 4. The Type of Clients 5. The Team 6. The different tasks I had

Part 2 : Strategic Evaluation of the Hostel 1. Strengh 2. Weaknesses 3. Opportunities 4. Threats

Front of Sea Hostel Barceloan

Part 3 : Professional Growth Through Challenges Conclusion

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Part 1 : Context and Professional Environment

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1. Presentation of Sea Hostel Barcelona and its operations

Equity Point a Hostel chain which possesses 5 hostel across the globe

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Sea Hostel Barcelona

Only Hostel in Barcelona near the Sea

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Sea Hostel Barcelona

A Hostel on two stories containing in total 12 rooms : - 2 women only dormitories of 8 people - 5 mixed dormitories of 8 people - 4 mixed dormitories of 10 people - 1 private room containing 4 beds

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1. Presentation of Sea Hostel Barcelona

The Terrace

The Bar

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The Hostel's Check-ins and Check-outs

The Check-ins

The Check-outs

- From midnight to 11am - Key and Magnet back - Safetey Deposit back on client's account

- Start at 3pm - Guest form - House rules Safety Deposit - Key, magnet and bracelet

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Other Services Present

Washing and Drying Machine

directly at the machine

Luggage room

Also a suply storage room

Towel for rent

2 euros for rent and 8 for deposit

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4. The Type of clients

Guest type

Nationalities

Ages

guest type

Ages

- Europeans : France, Germany, Spain, Italia - Americans : Mexico, USA, Canada, Columbia, Brazil - Africans : The Maghreb region, West Africa Asians : Japan, China, India, Korea

Nationalities

- 20s to 30s young adults - Older people : 50 plus - No minors allowed

- Solo travelers - traveling with friends Travelling with family

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5. The Team

Supervisors and Trainees

The Barman/maid and receptionists

The Houskeeping Team and cooks

- Alessandro -> Portuguese - Giulianna (left) -> Spanish - Florencia (left) -> Catalan - Freddy - Alexandra (left) - Tamara - Barbara -> German and Italian - Rodrigo - Justina -> Italian

- Yanka - Leo - Melanie - Estella - Kennedy (cook) - Marie (cook)

- The Manager Roser Sort -> Catalan/Spanish - Head of HR Marta Lopez - Astrid -> French/English/ Spanish/ Chinese -Ibra -> French/English/ Spanish

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6. The Different Tasks I Had

At The Reception

At The Bar

Training new recruits

• Morning Shift : 8 am to 4pm
• Afternoon Shifts : 1pm to 8 pm
• Check-ins and Check-outs
• Sending emails
• Attending to Guests
• Checking the rooms
• Charging virtual Cards

• Taking orders
• Making drinks
• Making the food

• Training the other intern
• Training full time employees

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Part 2: Strategic Evaluation of the Hostel

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A SWOT Table of SHB

Weaknesses

Strengh

• Slow check-ins
• Insufficient staff

• The price does not meet customers expectations

• Hostel the nearest to the sea

• wifi, reception 24-hours

• Good security : surveillance cameras, lockers with padlocks

• Not far from public transports

Threats

Opportunities

• Rise in tourism -> more clients for the hostel
• hostel is located in a calm area -> attract tourists looking for a calm place to stay

• Anti-tourism protests

• High cost of living for the hostel’s staff

Part 3 : Professional Growth Through Challenges

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The Language barrier

Difficulties with the software

Handling angry clients and peak hours

• Spanish with clients and coworkers
• Korean and Russian Clients

• A cash difference of €400

• Many customers angry because of booking mistakes problems

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Conclusion

I am really gratefull for this internship opportunity, but do not see myself working as a receptionist in the futur.

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Thank you!

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Astrid TEHIA

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