Sunday, October 25, 2009
Monday, October 12, 2009
Sunday, October 4, 2009
Greetings from a Manager for a Day
Greetings! My name is Majella Coco and I am currently studying a Bachelor of International Hotel and Resort Management at Bond University. My colleague, Tatiana, and I were recently given the amazing opportunity to shadow The Couran Cove Island Resort Managers for a day.I must admit that until my Professor spoke about Couran Cove Island Resort, I was incredibly unaware of its presence and the sheer delight of which I was oblivious. For those also unaware of this leading industry eco-tourism resort, it is located on South Stradbroke Island, forty minutes from the Gold Coast.
On the 17th of September 2009, Tatiana and I arrived at the Hope Island Ferry Terminal, were warmly greeted by the Couran Cove Island Resort Human Resources Manager and informed of our schedule of events for the day. Once more we were very fortunate it was such a beautiful day and as the boat set sail, we were able to admire the crystal clear waters and luxurious mansions privileged enough to call the Coomera River their backyard.
Forty minutes later, we arrived at an inlet of which sailors-by would be blissfully unaware. Once off the boat we were introduced to the Human Resources Manager’s assistant and then whisked away for a grand tour of the Resort from the luxury of our golf buggy. A number of the tour highlights included: the wildlife; Water Sports beach and the plethora of activities on offer; Mango Chapel- the Resort’s natural amphitheatre and popular wedding location; the Resort’s “train”; the Day Spa and General Store; the Gwondabah Environment and Aboriginal heritage centre; the island’s power station; in addition to the 100m running track opened by Olympian, Carl Lewis. After the tour we were introduced to the managers we would be shadowing and then given the opportunity to sit in on the daily management briefing, where problematic issues from the day before were discussed. For the first part of the day, I was assigned to the Rooms Division Manager, who possessed a wealth of knowledge.
Anthony Hills, Director of Rooms leading the grand tour
Photo: Tatiana Contegni
Our first item of business for the day was the Banquets and Events meeting. Tatiana and I learned the ins and outs of coordinating and planning a conference together with meeting demanding client requests, particularly in an economic crisis. The most important issue I took from the meeting is that more often than not small details are of critical importance and need to be planned for, such as the possible return of the dust storm and its significant impact on the Resort’s operations. After the meeting, the Rooms Division Manager kindly showed me the four styles of accommodation the Resort offers: the marine deluxe; the marine suite; the 2 bedroom lodge and the 4 bedroom villa. I noted that each style was unique in its own way and felt as if this is one’s own tropical paradise. I can also say, that without doubt, this 4-star luxury tropical island paradise will be added to my family’s top holiday locations!
At lunchtime we were treated to a delicious lunch at the Poolside Cafe, on Spa Island. While feasting on wood fired pizzas, steak burgers and salads, we discussed the dying art of customer service and other hospitality industry issues. For the remainder of the afternoon I had the pleasure of being shown around the island’s food and beverage outlets by the Food and Beverage Director. After a tour of the resort’s award winning signature restaurant appropriately named “The Restaurant”, offering dining overlooking the picturesque marina one felt as if he/she were worlds away on a luxury island resort. During the remaining time I gained a plethora of information from the Food and Beverage Director’s career and industry experience advice. I sincerely believe that participation in this program has assisted me, in becoming one step closer to reaching my goal of one day becoming a General Manager.
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At lunchtime we were treated to a delicious lunch at the Poolside Cafe, on Spa Island. While feasting on wood fired pizzas, steak burgers and salads, we discussed the dying art of customer service and other hospitality industry issues. For the remainder of the afternoon I had the pleasure of being shown around the island’s food and beverage outlets by the Food and Beverage Director. After a tour of the resort’s award winning signature restaurant appropriately named “The Restaurant”, offering dining overlooking the picturesque marina one felt as if he/she were worlds away on a luxury island resort. During the remaining time I gained a plethora of information from the Food and Beverage Director’s career and industry experience advice. I sincerely believe that participation in this program has assisted me, in becoming one step closer to reaching my goal of one day becoming a General Manager.
The Restaurant
To my colleagues and future university students reading this blog, I encourage you to participate in ‘The Manager for a Day Program’ as it is a truly unique and invaluable opportunity to gain a wealth of knowledge and important industry connections. Listen to the managers and the advice they offer you, as they are the top of their field. In conclusion, my favourite part of the day was sitting in on the Banquets and Events meeting and gaining first-hand managerial experience. I hope you enjoyed reading this recount as much I enjoyed experiencing and writing about it.
7.55am couldn't come soon enough...
Majella Coco, Tatiana Contegni and Anthony Hills, Director of Rooms, Couran Cove Resort
Photo: Tatiana Contegni
Photo: Tatiana Contegni
It was an early start to what was going to be a new adventurous day. I was participating in the Manager for a Day Program at Couran Cove Island Resort. The first half of the day I was scheduled to spend with the F&B Director and the remainder of the day with the Rooms Division Manager…..here we go!
7:55am couldn’t come soon enough. My fellow student and I were told to meet with Glenise and take the ferry over from Hope Harbour to the island. As we stepped on board we were surrounded by a good portion of the employees heading to work for the day. The half an hour ferry ride was relaxing. It reminded me of commuting into New York City, just on a smaller level. The ferry was approaching the dock and we departed with the employees onto this island which I later discovered to be one of the most enchanting vacation spots around. We quickly exited the ferry and I watched as the employees grabbed bicycles and rode off to start their work day laughing and joking around. I was reminded of my first job in the restaurant industry; Passion Fish. We were like a family and I think that is a big part of why I fell in love with hospitality and I was witnessing just that from the employees here at the Island.
7:55am couldn’t come soon enough. My fellow student and I were told to meet with Glenise and take the ferry over from Hope Harbour to the island. As we stepped on board we were surrounded by a good portion of the employees heading to work for the day. The half an hour ferry ride was relaxing. It reminded me of commuting into New York City, just on a smaller level. The ferry was approaching the dock and we departed with the employees onto this island which I later discovered to be one of the most enchanting vacation spots around. We quickly exited the ferry and I watched as the employees grabbed bicycles and rode off to start their work day laughing and joking around. I was reminded of my first job in the restaurant industry; Passion Fish. We were like a family and I think that is a big part of why I fell in love with hospitality and I was witnessing just that from the employees here at the Island.
Arriving at Couran Cove Resort
Photo: Tatiana Contegni
Photo: Tatiana Contegni
After a quick tour of the island to see where everything was we headed off to our first management experience of the day: a daily briefing from each of the managers. Not everyone had new information to pass along and it was in fact brief, but that was just the beginning. Once meeting the F&B Director, we were off to another meeting. A massive event was taking place that weekend and everyone was trying to get on the same page.
The majority of this meeting was reported by the Event Planner with major issues including not having enough restroom facilities available for where the guest wanted one event for the weekend to take place, not having enough seating for all of guests to eat at once, and of course discussing all possibilities of quick changes that would need to take place if another Dust Storm settled in. Being back in a meeting was exciting, I could feel my adrenaline begin to rise as the anxiety became more intense with the ‘what if’ questions the Couran Cove Team was beginning to face. I remember the meetings I use to have similar to this one and I instantly was yearning to be back in the work force.
Some of the issues being raised I had discussed in my Operations Management for Hospitality class at Bond University and was able to contribute some ideas that were very politely taken into consideration.
Once the meeting finished I continued off with the F&B Director to Spa Island where one of their restaurants was located with the buffet for breakfast and dinner. As we approached the buffet area out came the words that forced me to quickly think on my feet:
“Remember I said I wanted you to do something for me?” the F&B Director spoke, “Look at this design. What would you change to make it flow better for the staff and the customers?”
...And my thinking cap was put to work as I began to envision how I would move the salad stations closer to the front, move the hot kitchen to the very back, and reverse the pizza oven.
I felt respected and I was only being asked my opinion. This was a place I could work, these managers cared what their employees thought and wanted feedback. I have worked for many different managers and have found that the best managers are the ones who truly work as a team with their staff and treat them as equals. It was exciting to have to think on my feet, to put my past experiences and education to use! When I first came back to school for my Masters degree, I never thought I’d get back into the work force and it felt amazing to have just a small taste of what is still going on at these resorts! I experienced an interview process and was asked what I thought of the applicants, and being as honest as possible, I think my observations were valued.
I felt respected and I was only being asked my opinion. This was a place I could work, these managers cared what their employees thought and wanted feedback. I have worked for many different managers and have found that the best managers are the ones who truly work as a team with their staff and treat them as equals. It was exciting to have to think on my feet, to put my past experiences and education to use! When I first came back to school for my Masters degree, I never thought I’d get back into the work force and it felt amazing to have just a small taste of what is still going on at these resorts! I experienced an interview process and was asked what I thought of the applicants, and being as honest as possible, I think my observations were valued.
A view to remember
Photo: Tatiana Contegni
Photo: Tatiana Contegni
Lunch time. The food was absolutely delectable accompanied with great conversation. My fellow student and the Rooms’ Division manager joined us for lunch and it was interesting to see the other side of the resort. After lunch I switched over to the Rooms Division manager and had the chance to see how the rooms were set up and which types of customers generally rent them out.
Afterwards we took a ferry back to Hope Harbour so I could see the computer system they use and the process that takes place before and after a customer’s time at Couran Cove Island Resort. During our time in the office I showed the Rooms Division Manager all the different marketing tactics a business could use on Facebook including posting events, photos, specials, and other forms of advertisement, all for free. I felt extremely lucky to even have this opportunity to explain my thoughts and ideas to the two top managers of this resort and I believe it was just as rewarding an experience for us as students as it was for them as managers.
As 5:30pm came, the ferry was arriving with a good portion of the employees that we traveled with just about 8 hours prior and our day was coming to a close. With a massive amount of gratitude, we all thanked each other for the wonderful experience and looked forward to seeing each other again. The sun was setting and our day came to a close and with no question in my mind, this day made me realise more than ever that I am doing exactly what I am supposed to be doing. I wouldn’t have my life any other way.
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