In the next Sector Spotlight on the Hospitality industry, we hear from Eilidh Gorman who is a receptionist at the Orkney Hotel in Kirkwall.
Eilidh’s first job was working in a café while still at school. She then became a Receptionist in a sports centre. After some time away in Edinburgh studying towards a degree in Performing Arts and Dance, she returned home at the start of the pandemic and looked for work locally, starting in her current role.
Can you describe a typical day in your role as Receptionist?
A typical day consists of a variety of things. From checking customers into the hotel, answering emails and taking phone calls to working with various computer software, assembling invoices and entering bookings into our bookings system. Depending on whether I am in early to help with breakfasts, checking people out and preparing room keys or in at night to check people in, answer any emails and have everything prepared for the next morning, each shift is always very different, which I enjoy.
How did you end up in this role?
I started off working in a café from the age of 14, I then went on to work as a receptionist in a sports centre. This is mostly what lead me to be in my current role where I am required to be confident in both of these aspects of work. I have also been away to Edinburgh to get a degree in Performing Arts and Dance but returned home since Covid-19 struck. I then started looking for work locally as I knew at the time, I would not be able to work in the Arts industry just yet.
What is the best thing about your job?
The best thing about my job is how it can feel rewarding. Although I am faced with difficult scenarios now and again, the kindness and appreciation you can receive from customers can make up for all those difficult days.
What is the worst thing about your job?
The worst thing about my job would be being on the front line of the hotel, this means that myself and the other receptionists are usually the first people to deal with anyone with an issue, which occasionally can be quite daunting.
What skills do you need to undertake your role?
To work as a receptionist, you would require good communication skills, familiarity with computer software, an understanding of simple maths such as addition or percentages and experience in assembling emails, particularly punctuation and writing various types of letters. You would also need to have good attention to detail as most things in the hotel are organised by the receptionist, along with good customer service skills.
What qualifications do you have?
The highest qualification I currently hold is a Higher National Diploma in Professional Dance Performance.
I also hold:
Highers in Physical Education, Music, Drama, Photography and English.
National 5s in Modern Studies and Practical Cookery
Would you recommend this job to young people, if so why?
I would recommend this job to young people as it gets you lots of different experiences. You’ll build confidence, expand your experience in serving food, obtain customer service skills and answering phone calls.
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