FoH Interview: Fernanda Toussaint
What inspired you to take up a career in hospitality?
Growing up, I always imagined myself travelling the world, getting to know different cultures, living in different cities, as well as meeting and interacting with people. So I figured hospitality would be the perfect career choice for me.
What are some of the responsibilities in your role?
No two days of working as a front office manager are the same. While the job calls for regular tasks such as handling overbookings, it also calls for dealing with and resolving guest complaints. If a guest is unhappy with their experience, they’ll always ask to speak with the front office manager. It is imperative that the guest is happy. It is my responsibility to make sure they have a memorable stay with us. In order to achieve this, I need to take care of my team and make sure they are motivated, and have the tools and knowledge to be able to deliver a great experience. Apart from this, there are meetings to attend, policies to draft, goals to achieve, schedules to assign as well as hiring and training the team.
How do you keep your team motivated?
I organise team outings (when operation allows) to build a stronger team. We celebrate success in the department. But most importantly, it is communicating with your team. For instance, asking them how they are holding up so they know you have their back.
What are some of the challenges you face in your role?
Recruitment and retention are the biggest challenges. You hire someone, train them, and invest in them only to lose them to the next hotel that is coming up. In a way, you are happy for them to move on to something bigger but on the flipside, you have to start from scratch to recruit a new team member and rebuild.
Millennials have voiced their desire to make the traditional hotel check-in redundant; is the front-of-house on its way out?
I am a millennial, and I completely disagree with this predictive trend. I agree that the check-in process is evolving — some properties already have a mobile check-in and check-out in place — but this does not mean that the front office will cease to exist or will no longer be needed. If anything, such innovations will seek to enhance the guest experience. It will definitely go a long way in assisting time-strapped guests who no longer have to wait in long lines before retiring to their rooms. It is always the personalised check-in process that can make travel-weary guests feel like VIPs. The front office is and will remain at the heart of the hotel.
Would you recommend a career in hospitality to others?
Most certainly. But it isn’t easy. You need to have an open mind, be able to work with different people from different ethnicities, be empathetic and always put other peoples’ needs before yours. Having said that, it is also a fantastic career choice because every day is different. I guarantee that you will never get bored, you will get to know people from all over the world and you can work anywhere you like.
What are the few of your most significant achievements in your career?
I was only 18 when I embarked on my hospitality career at Les Roches. Ten years later, I have lived in six different cities, racked up the experience of working for five different hotel brands, and I am currently managing the very busy operation at the front office at Four Points by Sheraton Sheikh Zayed Road in Dubai.