7.55am couldn't come soon enough...

 Majella Coco, Tatiana Contegni and Anthony Hills,

Director of Rooms, Couran Cove Resort
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.

Arriving at Couran Cove Resort
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.

A view to remember
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.