Hotel Representatives, the art of making every guest unique
Because every guest is unique in their own way, every day is a new adventure for our front-liners, our hotel representatives who represent an important part of our company’s talents.
Being a front-liner is a rewarding, exciting and challenging profession, where our team members learn as much from our guests as they learn from them. As true ambassadors of the legendary Mauritian hospitality, they put their sound local knowledge and deep understanding of our guests’ different cultures at work to spoil the latter with the holiday that they have come for.
“Our guests feel more comfortable knowing that they have a local contact who speaks their language to assist with every detail of their stay,” says Remy Ramsaran, our representative for hotels. Moving from one hotel to another, he spends one-on-one time with our guests after their arrival and like all other Mautourco front-liners, does his utmost to make sure they have the best vacation and memorable moments ever.
Due to the nature of their work, our Hotel Representatives are available around the clock. “It is not the typical office job but anyway, I can’t handle a job where you’re inside all day between four walls,” he says. He likes the contact with people even if it means being on call at any time of the day – and night – to deal with any queries our guests may have.
His colleague, Pearl Salaun has been putting her expertise at the service of our guests for the past 23 years. Her eyes light up as she recalls the many fond memories she has collected over the years; one of her favourite is that of a guest calling up in the middle of the night anxious and tells her. “there is a ‘baby crocodile’ in his room. What he thought was a crocodile was actually an inoffensive gecko which the hotel personnel promptly took care of returning back to nature,” she says with a smile in the voice. These are the kind of experiences that help create a special bond with our visitors.
Being the main interface with our guests often means going the extra mile, whether to amend an excursion booking, change return flight times, ensure the hotel service meets their expectations or cater for unexpected events. It takes a good dose of communication, diplomatic and negotiation skills as well as close working relationships with hoteliers and other service providers to make everyone happy.
“You have to love what you are doing, be available and ready to assist and always be attentive to the needs of our guests. They see us as an extension of their tour operator and trust us. We, the Mautourco hotel representatives, care for our guests and would do what it takes to deliver a service that comes straight from the heart,” says Remy.
The best part of being a front-liner is to know that our guests have had a wonderful time and are leaving with a smile on their face and looking forward to come back soon.