R

atu Neilla, general manager of The Plaza Residences, has worked for the company for 15 years. She began as part of the marketing staff in working up to her present position.

Currently, Neilla, 40, oversees three departments: apartment (The Plaza Residences), office building (MidPlaza) and hotel (Delonix Hotel). Her main responsibilities include ensuring that the operation runs smoothly, guests are satisfied with the services provided, complaints are kept to a minimum and the sale and occupancy target is achieved.

“Basically, handling three properties is the same. Our employees should prioritize service and customer satisfaction,” said Neilla, a mother of two children.

From her long journey with The Plaza Residences, Neilla learned some other important lessons on the job.

Be ready to receive complaints and keep smiling.

In the service industry, such as hotels, office buildings and apartments, receiving complaint from guests and tenants is a common thing. If you work in a service industry, then be ready to receive complaints; however offensive or unpleasant the complaint is, you should not get angry but should keep smiling.

Prevention is the key.

If there is a complaint in one room or unit, then make sure that the same situation will not happen in another room or unit. So check other rooms or units and when you find damage, however small the damage is, you should have it fixed immediately.

Time management matters.

Try to always manage your time well because in this way, you can finish your work in your office. If for some reason you have to bring your work home, try not to let it affect your attention to your children, especially for working mothers with small kids.

Be punctual.

For those who oversee different departments in one company like I do, and are frequently involved in different meetings, it is advisable to always come on time. Being late will disrupt your other scheduled meetings. It is important to consider the proposed venue of a meeting carefully, especially for those who have to attend several different meetings in one day.

Do not work because you are compelled to do so.

There must be love, passion and commitment for those who want to make improvements in their occupation or career. Without love, passion and commitment, one will easily get bored in a job. If you love your job, and suppose that your job requires you to go home late, then this won’t be a problem for you. The love of the job involves responsibility and trust.

Learn new things to avoid boredom related to working.

Working for many years in the same company may cause boredom for some. To avoid this, one should learn new things. As long as we are active and keen on learning new things, boredom will not set in.

Get guest responses.

Conducting a guest survey is important in the service industry. Through the survey, guests are expected to give their feedback and in this way, we’ll know aspects that are weak and need improvement. + Sudibyo M. Wiradji