1. I like the job. I like being the front line, the first point of contact. I think I'm quite good at dealing with people. I know how to smile, although sometimes on a bad day, it's hard. I guess the tasks I do are a bit routine if I'm honest - I check in arrivals, hand out room keys, process enquiries and reservations, that kind of thing. I work shifts, which can be a drag. I usually start at six in the morning, which is OK because I get off nice and early, but then occasionally I do the late turn and I don't finish till after midnight - this week I'm doing the late shift.
There's always something different going on. For example, we had a group from Japan arrive yesterday and they were so polite and nice and pleased to be here. They're visiting the Snoopy Museum in Santa Rosa today and were so excited about it. I'm waiting for them to come back, so I can see how they all got on.
I started here about two years ago. As the manager, I'm mainly in the back office. I don't deal directly with the public at the desk. On a typical day, I'm on the phone and the email most of the time. I start the day by checking my email, and that sets the agenda for the first part of the morning at least. I have to talk to local businesses, hotels, tour companies, to check that we're providing the service they want, that we're stocking their brochures and so on. I also arrange presentations, and I get invited to a lot of social events to network and talk about tourism information services in the city. I'm working on a big presentation for some Italian clients at the moment.
Snoopy Museum [snuːpɪ mjuːˈzɪːəm]
Santa Rosa [ˈsæntə ˈrəʊzə]
to succeed in
To succeed in business you have to work hard.
to be the front-line [frʌnt laɪn]
a front-line employee
If a customer is unsatisfied, it’s the job of a front-line employee to apologize and fix a problem whatever it is.