an intern’s account from Hotel Le Germain YYC
The Hotel
A process that last one year – job offer last summer, choosing RRU, completing degree – and now I am on the job with Hotel Le Germain as a Guest Service Agent in Calgary. The first few weeks have already taught me lots and I cannot wait for what is to come, especially the centennial (100 years) of Calgary Stampede.
Le Germain, Calgary
A luxury boutique hotel, located in the heart of downtown Calgary, Hotel Le Germain brings “the French flair for providing a wonderful boutique experience” to the cow town in the west. Part of a young and growing Canadian company – Groupe Germain, the property consist of 143 well appointed spacious rooms, 6 meeting rooms, Santé Spa, and a gym. Operating since February 2010, the Calgary hotel is the only in western Canada for the company right now and is a great representation of the Groupe Germain service style. The hotel is rated at Four Diamonds by AAA and Keys (the highest) by the Green Key Eco-rating program of Hotel Association of Canada.
Hotel Le Germain – Exterior
Hotel mission: to make you feel like a guest and not simply a client, to offer you an environment where comfort and design go hand in hand, and to ensure we meet your every desire.
Group vision: to be recognized as a leader in boutique hotel development and management, both having innovative practices and by ensuring that our guests experience comfort, sophistication, and quality service from attentive staff.
Le Germain values: respect, know-how, and teamwork
Located just besides the Calgary Tower
Intern’s account
Working as a GSA, my morning shifts start at 6:45am, needing me to be up early at 5am to keep on schedule. Once clocked in, the morning briefing is done by the MOD and we start front desk duties at 7am. Having finished my training, I have now started to work on the desk by myself – but of course under the watchful eye and guidance of my supervisor. Being a business clientele hotel, the majority of the guests are employees and executives from various organizations in the city traveling from many destinations across North America and beyond. Most of the morning shift is focused towards completing all the check outs for in-house guests as many head out for meetings in the city. Running down the AM shift checklist, I ensure all communications with various departments and team members is completed, guests requests are being met appropriately and report notables to the MOD when need be. Other responsibilities for me include addressing guest queries as they arise, taking certain reservations and also compiling reports for the rooms division as well as for the restaurant and spa which are collected everyday from the desk. Being a unique hotel in the Calgary market, brings us various challenges but also gives us strengths against our competition set to remain a top ranking hotel – in customer satisfaction and revenue. The shift comes to a close at 3pm with the pass-on for the next shift and noting any major incidents for the manager’s report.
intern at work!
Being my first job in the hotel industry (besides college internship in India), I am learning a lot about the complex workings within a hotel and the great importance of communication with the staff as well as with guests and other third parties.
As a front desk agent, I have the opportunity to be part of and observe the complete experience coming together for the guests in the hotel – from requests made at time of reservation to efforts to enhance their next stay. The employees at the hotel are empowered through the Gtail (Germain Details) program to allow them to enhance the guest’s stay at the hotel.
My expectation from the internship term is to gain a complete understanding of the Rooms Division operations, as well as some cross training in another department through shadowing a supervisor. The training I have received from the hotel team is great in providing me with the opportunity to learn, understand and implement various processes as a new member in the hotel world. Looking into what is coming, the Calgary Stampede this year is celebrating the centennial year of “the greatest outdoor show on earth” and it is bound to give me an experience like no other!
Yee-Hah!
original Calgary Stampede 1912 poster, a hundred years back
Hotel photos (more)
Central 899 Lounge
Luxury Room – Bathroom
Lobby art – Circular Tile Creation by Pascale Girardin
Chain of thoughts 
This writing has inspired me to start focusing on my own blog
I am very glad to hear that. Hope you are able to get some good material flowing!