Interview: Simone Garner, Personal Assistant to Sales & Marketing Director at One&Only Cape Town

Briefly introduce yourself, your age and educational background?
Simone Garner
Age: 26
Educational Background: Bachelor of Social Science (Psychology & English) and Post Graduate Diploma in Marketing Management – both completed at the University of Cape Town.

How long have you been in your current position and what were you doing before that?
Five months. Previously I worked in London as an Events and Marketing Coordinator.

What attracted you to the hospitality industry?
I heard about One&Only Resorts opening an urban resort in Cape Town while still living in London.  Knowing what a luxurious and internationally renowned brand this is, I had hoped to somehow get involved upon my return to South Africa. Thankfully there was an opening for a temporary position in the Sales & Marketing department which I was fortunate enough to get during the pre-opening period.  A permanent position became available as Personal Assistant to the Sales & Marketing Director at a later stage and I was fortunate enough to be asked to come back. I know that in the company and the department there is room for growth and so much for me to learn, especially not having a hospitality background.

How many languages can you speak?
Two – English and Afrikaans

Simone Garner, Personal Assistant to Sales & Marketing Director at One&Only Cape Town

How do you deal with angry guests?
Find out what the problem is, and try to find a solution. Always listen, apologise, sympathise and try to appease. Once the situation is rectified I always do a follow-up call to ensure that the guest is happy with the outcome and that his or her expectations were not only met, but indeed exceeded.

How many hours a day is your shift and do you sometimes work overtime?
Eight hours. Yes – on most days – a hotel never closes!

Is there room for career growth within your department?
Yes – as there are different sectors within the department, I have the ability to learn from all and hopefully be able to move from my current position into another.

What don’t you like about your work?
Filing

How has the use of technology impacted on your daily duties?
Technology has made everything much quicker and easier.  The ability to communicate with people from all over the world at anytime makes the constant flow of up to the minute information so much easier, allowing decisions to made on the spot and implemented across the globe at the press of a button.  The use of not only computers, but also BlackBerry’s means that you can be in contact ALL of the time, wherever and whenever! Really, you can never get away from work if you have one of those!

Given an opportunity to speak to the hotel ceo about your welfare at work, what would you like him/her to address?
Fortunately for us we have an open-door policy with our GM and we are encouraged to put forward suggestions as and when we wish.