Working hard but still smiling

Notes from the frontline of the hotel industry.

Hotels are the celebrities of the millennium; everyone is talking about the latest one, its fabulous features or the colossal amounts of money spent on it.

And with striking buildings and superlative amenities, the hotel industry is thriving like never before. But long before hotels became the hype, I was enthralled by the business.

I've always loved the primness and properness of the staff, the well spoken people who greet you with a smile every time, and the lovely room service personnel who fulfil your every desire (and leave yummy chocolates on your pillow).

It all appears so seamless on the outside, and I remain in awe of how such a big and intricate structure can run so smoothly.

The guests form their first impressions at the reception. Will the check-in be smooth? Will the receptionist be friendly? If I have a problem, will the person behind the marble counter guide me?

Hundreds of people are responsible for a hotel's success, but the initial pressure is on the receptionists.

Always perfectly groomed, always smiling and always eager to lend a helping hand, receptionists play a big role in reflecting the hotel's stature and success.

They also endure notoriously long hours, grumpy guests and, just like everyone else, the occasional bad day.

I set out to speak to some of the industry's happy hard workers, to find out more about the business, the people and the job.

Meet Jelena Odnoboova, Shirlynn Lim and Chadi Nicolas, three individuals with a common passion for the hotel industry.

Name: Chadi Nicolas
Origin: Lebanon
Occupation: Acting front office manager, Beach Rotana Hotel & Towers, Abu Dhabi

Beginnings

"My father used to work in the hotel industry and I used to visit him at his workplace. What I saw of the lobby and the people in suits at the reception really left a good impression on me. While studying accounting, I started training at the reception. By the time I finished my studies, I had three years of experience at the front office. I liked the hotel industry so I thought I'd go ahead with it, and so here I am."

Best part of the job

"The industry is about making guests happy and it's a special thing when you turn an unhappy guest into a happy one and seeing the results of your hard work. I like dealing with people."

Worst part of the job

"The worst part is when you don't succeed in making a guest happy. Also, it's a lot of hard work and long hours, so you are totally dedicated to the hotel. Your private life is almost non-existent. But year after year, I'm more attached to this industry, so I'm willing to sacrifice most of my time for this job because I really like it."

Describe the hotel industry

"The industry is tough but it gives you satisfaction. The key word is compromise; you have to compromise your life a little for your job."

The ultimate vocation?

"I've reached a stage where I don't see myself at any place other than the hotel industry. Yes it's tough, but in itself it's motivating. It's a real challenge, and after seven years, I have thick skin now."

Name: Shirlynn Lim
Origin: Singapore-Australia
Occupation: Front office manager, Le Royal Meridien, Abu Dhabi

Beginnings

"One summer in high school, I did an internship in a hotel because I was bored. I worked in the kitchen but I loved the business because there are so many different things you could do under one roof, so you'd never get bored in it. From there, I went to hotel schools in Switzerland and the US. Before coming here, I worked in Bahrain, Rio de Janeiro, San Francisco and New York."

Best part of the job

"The best part of the industry is the variety and the ability to create things. In the area that I work in, it's about people, not just guests, but also staff. I had very good mentors, which is something I try to pass on."

"Also, you can branch out into many different areas. Perhaps one day Human Resources might be a better direction as it is more kept within office hours, or, there is Accounts if you're not so much a people person. You have a lot of choices without venturing out of the business."

Worst part of the job

"The hotel industry is very time-consuming because it's a 24-hour operation."

Describe the hotel industry

"The industry is constantly changing, it has great opportunities, and it is creative but also very traditional."

The ultimate vocation?

"Once I did the internship while in high school, I knew this is what I wanted to do. The only other thing I can see myself doing later on is going into the teaching side of the industry."

Name: Jelena Odnobokova
Origin: Latvia
Occupation: Receptionist, Intercontinental Hotel, Abu Dhabi

Beginnings

"I did not study hotel management but I got my start in hotels three years ago. I had always wanted to work in the hospitality field, as it always seemed attractive to me. I started working at the Dubai Intercontinental and then I transferred here four months ago."

Best part of the job

"There is a lot of communication with a lot of people. You get to know so many nationalities and so many different mentalities. It's really great because it broadens your horizons and gives you so many new experiences. If you don't leave your country, you don't have the chance to see what the world is like."

Worst part of the job

"For the people who are not in their country, you miss your friends and relatives. Also, because we deal with different people, sometimes we have misunderstandings. But the fact that you live outside your country makes you more flexible."

Describe the hotel industry

"It's about taking care of people, creating a good atmosphere and making a guest's stay pleasant. At the reception, we work at the front line. We are the first and last impression of the hotel."

The ultimate vocation?

"Nothing really bothers me about this job, and that's