Episode Details

In this episode, Ana Atienza, Guest Relations Manager at the InterContinental Mark Hopkins San Francisco, shares her journey from studying hotel and restaurant management in the Philippines to building a successful career in hospitality on the front lines of hospitality in San Francisco.

Listeners will learn:

• How Ana decided between studying broadcasting or hospitality (02:04)
• Ana's experience working as a barista and management trainee at a popular coffee shop in the Philippines (03:47)
• The importance of feeling welcomed and valued as a guest in a hotel, regardless of loyalty program status (08:39)
• The challenges and rewards of working at the front desk of a hotel (12:23)
• Valuable advice Ana received from colleagues about not taking things personally and enjoying the moment with guests (14:14)
• The importance of staying in the moment and connecting with guests during check-in (16:27)
• Ana's current role as Guest Relations Manager and Hotel Experience Champion at the InterContinental Mark Hopkins (18:39)
• The beauty and charm of San Francisco and why people should visit the city (21:38)
• Why passion and patience are essential for a successful career in hospitality (23:03)

A few more resources:

• If you're new to Hospitality Daily, start here.
• You can send me a message here with questions, comments, or guest suggestions
• If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.
• Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
• If you want to advertise on Hospitality Daily, here are the ways we can work together.

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands