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Abbey Hotel

Blog post 4

12th May 2016

Today was my fourth day at the Abbey Hotel, by now I’m very

familiar with the hotel and the people that work there, most of the people I encounter

outside of the reception team know my name now which is really nice.

During my day at the hotel I demonstrated that I was listening

and following instructions because as well as working on the front desk I was

working outside on the terrace as a waitress which was very different for me

and threw me outside of my comfort zone. Asta who is in charge of the

restaurant explained to me what I’d need to do and helped me a lot meaning I was

able to perform well during my time on the terrace.

Throughout the day I demonstrated many skills, qualities and

behaviours, including confidence, listening and coordination this was shown

throughout the day when talking to guests in person and on the phone and when I

was working outside on the terrace working with the other waiters and

waitresses and ensuring that I didn’t drop drinks or food.

I’m looking forward to next week at the hotel because I’m

going to be working in the reservations department learning all about how they

work down there. I think it’ll be really interesting.

#alicerichards

Abbey Hotel

Blog post 3

5th May 2016

Today was my third day at the Abbey Hotel, I enjoyed myself again and had even more to do this time.

During my day at the hotel I demonstrated that I am willing to try all tasks during the day, this shown when I was asked if I could check guests in and out as well as going down to work in reservations, these tasks took me out of my comfort zone but I went through with these tasks anyway.

Throughout the day I demonstrated many skills, qualities and behaviours, including confidence, politeness and friendliness. This was shown through leaving my comfort zone to carry out tasks, when I was checking guests in and out and didn’t know what I was doing and needed help from one of my colleagues at the hotel.

#alicerichards

Abbey Hotel

Blog post 2

28th April 2016

Today was my second day at the Abbey Hotel, I really enjoyed myself and had a lot more to do.

During my day at the hotel I was actively behaving in a respectful, professional and mature manner, I ensured that guests got the help they needed. I was given several jobs during my day all of which I carried out professionally and maturely. An example of this would be when I was had to check some guests into their rooms, I needed quite a bit of help but I didn’t panic and dealt with this is a professional way, I ended up being able to check in many guests throughout the day because of this.

Throughout the day I demonstrated many skills, qualities and behaviours, I was helpful to all customers I was doing the same sort of things as last week: answering the phones, taking guests luggage to and from the store room and ensuring that guests knew where they were going in the hotel as best I could; I also learned how to check people in and how to organise the files they have at the hotel as well as how to use their computer system. Next time at the hotel I will know how to check the guests in and how to organise the files, I want to improve on knowing how to use the computer system so I’ll be confident enough to check guests in and find out information without as much help from the staff at the hotel.

I’m really excited to see what I will learn and improve upon next week.

#alicerichards

Abbey Hotel

21st April 2016

Today was my first day at the Abbey Hotel, I really enjoyed

myself. The people who work there are really friendly and welcoming to me,

which made the experience better.

During my time at the hotel I was actively playing a part in

equality and diversity by treating the guests at the hotel as I would any other

person outside of the hotel with respect. The hotel deals with a lot of foreign

guests so I had to ensure that I was speaking to them in a non-demeaning way

and ensuring that they could understand what I was saying using hand gestures. All

the staff at the hotel were treating the guests in the same manner so there was

no discriminatory behaviour to report.

Throughout the day I demonstrated many skills, qualities and

behaviours, I was helpful to all customers I was answering the phones and

passing people onto the right departments at the hotel, I was taking guests

luggage to and from the store room and ensuring that guests knew where they

were going in the hotel as best I could. Next time at the hotel I will know how

to answer the phones and where luggage goes and where in the hotel to send the

guests. I will also be able to improve on these by not having to ask for as

much help and not have to spend time learning what to do.

I’m really excited to see what I will learn next week.

#alicerichards

Day 39- Pancho tours

15/04/16

This was my last day working at Pancho tours. I went to the office at 9:30 and was told by other staff to separately do hostel pick-ups, I was told to go to Boutike hotel. This pleased me as during my first week of working with Pancho tours I had been asked to visit Boutike hotel before so I know where this was located. After arriving at Boutike hostel, there were 4 customers waiting in reception for the free walking tour. I then explained that I was an intern that was temporarily working for Pancho tour and took them to the meeting point by 10:30. I ensured that we were walking at a fairly fast pace so we arrived at the meeting point on time for the tour (COC2). After taking down the details of the customers that were involved in our pick-ups, we began to continue marketing the tours to the public. After finishing the meeting point task, we began to head to the oasis backpackers hostel and collect some more maps that we took to the office. Doing this showed that we all easily follow instruction that is given to us from other staff and listen well to what the tasks are (COC6). After stacking up the boxes, lastly we took some maps and leaflets that we collect and headed to the cathedral area (near the meeting point) where we handed these out to the public to help market Pancho tours.

In conclusion, throughout my stay in Seville and working with Pancho tours, I feel that I have mainly improved four things about myself. Firstly I feel that my confidence has hugely improved by constantly meeting new people within in my job as well as getting used to working within a new environment. My independence has also improved a lot as I some shift I was working by myself or completing tasks alone, additional living in the apartment throughout my stay. I also feel that my Spanish skills have improved as I didn’t know any before visiting Seville. As my job required me to talk to the public, I had to solve problems as many Spanish people tried to communicate with me. My Spanish lessons also helped me develop the language and this benefited me in my job. Lastly I feel that I have also developed my customer service skills by getting more experience in talking to new people every day and trying to provide a good service.

#emilywindle

Oasis Backpackerd Hostel

Friday 15th April 2016

Today was my last day of work at The Oasis Backpackers Hostel. Today, my shift was from 8am to 2pm; I was working with Mara. I left the apartment at 7:45am to ensure I was not late for work. (COC3) Becca was also working with me today, Becca's shift was from 10am to 4pm. It was a very quiet morning for us both during the start of breakfast. Mara explained this could be due to Feria Week.

Today, I carried out the usual routine and duties which I have learnt and carried out during the breakfasts shifts. When arriving at work I helped Mara to complete laying out the breakfast buffet, juices and cereal. I refilled the jam, bread and cereal draw to ensure we have enough during breakfast. In order to prepare for breakfast I also neatly laid out the necessary equipment needed for morning. This included equipment and utensils such as the suitable knives used for foods such as bread, apple, banana and tomatoes. Also chopping boards, bowls and spoons which speed up the process when producing a healthy breakfast. (COC5&6) Whilst carrying out these tasks, I realised how I have gradually carried out all the morning tasks in the correct order and how it has became a routine for me to do this. At the start of the work placement, I asked Mara questions on what she would like me to do next. Now, I am able to get on with the job and carry out all tasks correctly and in the correct order to ensure the kitchen is well organised and the breakfast is carried out professionally and in the correct way, which they taught me. Therefore, this reassures me how much I have learnt whilst working here and how far I have came. It increases my confidence and work ethic because it ensures I am capable of learning and carrying out new tasks and I feel I have become one of the team. Because of this, I have been very happy whilst working at the Oasis Backpackers Hostel. This has had a positive knock-on-effect for me because It has given me the confidence, which therefore ensures I am delivering a great customer service to the customers and ensures I deliver a friendly and polite attitude towards both colleagues and customers. (COC1&8)

At roughly 10am the breakfast picked up. Becca and I worked very well as a team and we ensure we get the job done quickly. During the busy periods, we ensure both mine and Becca's work load is even and we help each-other out. For example, I was cooking many English Breakfasts and I ran out of eggs, I was also keeping an eye on the Spanish Breakfast as I was toasting the bread. Whilst doing this Becca helped me out. This was very helpful and it proves we work well together. (COC4) After breakfast, we carried out our daily duties during breakfast. This includes, clearing away the buffet, cleaning the jam and juice jugs/jars, restocking the breakfast products and breakfast fridge, ensuring all areas in both the seated area and kitchen areas are cleared, complete all washing up and lastly, Becca and I cleaned the tables, brushed the floor and mopped the floor. We then started to prepare a large pasta dish. Mara commented on Becca and I for being well organised and prepared. This is very good feedback and ensures Becca and I well together, as well as independently. (COC5)

As this was my last shift today, I realise how far I have come and all aspects of the job I have learnt. Today has allowed me to reflect back on what work was like at the start for me and how it has rapidly improved over the 6 weeks of being here in Seville. Seville has benefited me in many aspect at present and also during the future.

Firstly, I am very proud for myself and everyone else who has managed to complete the 6 weeks out in Seville. For me personally, I am very grateful I have had the opportunity to take part in the work placement. The personal qualities I have learnt whilst being here will benefit me in the future. Being in Seville and working in the Oasis Backpackers hostel has confirmed for me that travelling within my career is defiantly my aim. I have really enjoyed embracing a different culture and a different way of life. I feel I have easily adjusted to these changes. I also enjoy new foods and learning a new language. Whilst being here, my confidence has improved. This is one of my personal qualities which I am proud of. For example, asking work certain questions and asking questions in shops etc. Also, I have more confidence when serving behind a bar. I have no previous of experience working within a bar, so I was slightly nervous about this. Although, I have thoroughly enjoyed the experience and I am considering finding a bar job within the UK. I have also realised the language barrier was often a challenge, although, this improved during the 6 weeks and reassures me that if I moved abroad the language barrier would not be a huge issue; it would encourage me to learn the language. I feel we have all got ourselves around very well, for example getting to and from work and we travelled to Santa Maria beach via public transport. This has improved my confidence and will benefit me for when I travel in the future. My language skills have also developed and at times I have found this challenging.

Honestly, I was hoping to have learnt more Spanish than what I have since being here. This is because at work they speak very good English. This has many pros and cons to this. At work (especially during busy evening shifts) I have had to be very patient with the language barrier, although, because of this I feel I have developed skills such as being able to adapt and learn how to cope with various types of situations well and maturely. I feel throughout the whole experience I have had a positive attitude towards work. I have thoroughly enjoyed work and I feel this has shon through in my work ethic. At Oasis Backpackers all the colleagues have very close friendships with each other and also Becca and I. This has proven to me how important team work is within the workplace. Team working skills is one of the personal skills that has improved for me whilst being here (as I have mentioned throughout previous blogs). Whilst working within the Hostel, I have also learnt how to prepare new foods and meals. For example, one of the new dishes I have learnt how to prepare and cook is Paella. I am very proud of this as it is a typical Spanish dish and will hopefully one day come in use! All the staff members have been extremely kind and helpful towards Becca and I. This has really helped me with my work placement and made settling in much more easy for me.

I am sad to be leaving The Oasis Backpackers Hostel, I am grateful to come away from the experience with many new skills and personal qualities that I have developed during the 6 weeks here. I am very proud of me and others who have completed the work placement!! It has been an amazing experience.

#megpaget

Oasis Backpackers Hostel

Wednesday 13th April 2016

Today my shift started at 4pm and finished at 10pm. I left at 3:45pm to ensure I arrived to work on time. This interprets I am well organised and have good time management skills. (COC3&5)

Today, my shift was arranged last minute. The original plan was for me to work in the morning, although Marcos asked if I was able to change this and help him in the evening, due to an issue with another member of staff. I agreed to do this to ensure I was helping Marcos out and he was very grateful and appreciated this. (COC9) This situation proved to Marcos I am a good team member and I am enthusiastic when helping him out, especially in last minute situations. Whilst working at the Oasis Backpackers Hostel I have realised how important it is to work together and as a team. This is one of the main skills that has developed whilst working in Seville. Helping employers and employees out ensures I have a good work ethic and I am keen to work.

During the shift today it was very quiet. Because of this I was asked to clean all shelves within the kitchen. This meant having to take all items off the shelves and cleaning them down. Marcos and Mara also asked me to count all plates, bowls, mugs, glasses and cutlery within the kitchen/bar area. (COC6) This was because both Mara and Marcos were completing a stock sheet to ensure they have the correct amount of equipment/utensils etc. This was a very strenuous task and took some time. It also required a lot of patience due to the amount of items. Although, this task allowed me to sort out any areas of the cutlery/plates etc. which got miss placed or jumbled up. Therefore, I ensured the utensils and items were left much more organised. (COC5) Mara and Marcos were very happy with the job I had done; they were very pleased and grateful for this. Completing tasks such as these are rewarding afterwards.

Later on the the evening, there was a small group of Italian customers, who spoke very little English. Because of this I struggled to serve the group and asked Marcos for help. This was a very difficult task and the language barrier became an issue. Although, the group were very understanding. Situations such as these helps confidence when asking employers for help, although the language barrier is challenging at times, I have became more comfortable if I have to explain that I don't understand. This shows my confidence whilst behind the bar is growing.

For the rest of the shift, I made a bowl of Sangria, ensured all tables/seating areas both inside and outside were clean, completed the washing up and I helped Marcos prepare a pasta dish for the next day. Preparing the dish required me chopping olives, cheese, tomatoes, salad and cooking the pasta. (COC4) Marcos said I am a very good worker. This gives me a positive work ethic and boosts my confidence within the workplace.

#megpaget

Day 34- Pancho tours

10/04/16

Today was another day of the meeting point tasks, so I walked to the office by 9:30am as usual. After arriving at the office, I waiting outside for someone to answer the door however, no one did. I messaged another girl who worked for Pancho tours and asked if she was in the office, she replied that the office was closed at this time on a Sunday so they were going to go to the meeting point by 10:30. I wasn’t aware of this since every other Sunday that I worked; the office was open however I stayed positive and walked to Oasis hostel. Even though I had come into work earlier than I needed to and I had a long time to wait before I had to go to the meeting point, I remained positive and demonstrated a good attitude when I finally arrived at the fountain (COC9).

After going to the fountain, I continued to complete the regular tasks that I’m required to do. However apart from heading to the restaurant, we went with Dasha back to Oasis hostel where we collect maps and leaflets. We walked around the streets of Seville and went to specific hostels to give them the Pancho tours maps and leaflets. We also went back to the hostel after handing them out and collected some more to take back to the Pancho office. After doing this, we opened the boxes and stack the maps and leaflets onto shelves so they’re easily accessible for everyone. This shows that I’m willing to try different tasks, even though they may be more tiring and simple than other tasks that I’m required to do, I still show enthusiasm (COC6 and COC4).

#emilywindle

Day 31- Pancho tours

07/04/16

Today I changed from doing travel desk to the meeting point task. I found this task more interesting than usual as I had been doing the travel desk for over a week. I walked to the office for 9:30 and met my co-worker Dasha. While waiting in the office to leave to walk to the meeting point, I had around an hour to wait before leaving. I made use of my time by responding to trip advisor reviews, this shows that I’m willing to do different tasks to ensure that I provide effect within my job (COC4).

After finishing my trip advisor responses I began I make my way to the meeting point for 10:30am. I spoke to the customers wanting to join the free walking tour, took down their details and gave them a map and leaflet. After more people arrived, the crowd started to gather around the tour guides and the tour started. During the meeting point task, you have to ensure that you’re aware of your surroundings. There are horse and carts surrounding the area of the fountain and they’re constantly moving around so you have to ensure that are out the way of the horse, in terms of health and safety (COC2).

After the tours had started, we made our way to the restaurant (the next meeting point for the tour) and laid out flyers on the tables. While waiting to the customers to arrive, we filled out information out the customers that we collected at the meeting point and entered them into the company computer system. Even though I wasn’t sure exactly how to do this, I still made an effort to learn and try all the tasks that were provided for us to do (COC4 and COC9).

After finishing the tasks at the restaurant, I finished early as I had a Spanish lesson.

#emilywindle

Day 28- Pancho tours

04/04/16

I went to the office by 9:30am and was told to go to the Oasis palace hostel to meet a co-worker Dasha. Once I got to the hostel I was told by Dasha that I would be doing the travel desk today instead of the meeting point task. Eventhough I wasn't keen on the idea of doing a second week of travel desk, I remained polite and still demonstrated a good attitude ( COC1).

During my shift at the travel desk, it wasn't very busy so I didn't receive many customers however, I still tried to keep myself busy. I went down to reception and asked if there was anything I could do to help, firstly they were unsure on what task to give me yet they found one. This included using the luggage tags and threading an elastic band through the hole. Even though this task was very simple, I was still able to do something useful with my time to benefit the hostel. I did this task while sat at the travel desk so stayers still had the opportunity to ask me questions if wanted. I feel that by asking reception for tasks to do on a quite day represents the college well as I'm showing the I want to do something usual with my time (COC7).

While doing this task I received a customer who asked me a few questions about things that I recommend them to do in Seville. I recommended the places that I have visited and gave my opinion for example, the plaza de espania. I said that its one of my favourite places to go in Seville, a top tourist attraction and how you can row boats around the water for 6 euros. I also mentioned the Cathedral and Alcazar as I've visited both and they're a popular tourist attraction in Seville. Lastly I mentioned the Alamada with lots of different bars and restaurants as well as the mushroom. I feel that I offered good customer service towards the customers as I gave them all the information that I knew about Seville and they seemed pleased, so delivered it well (COC8).

#emilywindle

Triana Backpackers Hostel

Friday 15th of April Today was my last shift at the Triana Backpackers Hostel. I took part in my usual roles and responsibilities; laundry, reception, showing guests to their rooms and putting away the breakfast facilities. The code of conduct I adhered to the most of the 6 weeks of my work placement was being able to demonstrate to try all tasks. I think I definitely complied with this code of conduct, as my main job role for the hostel was to host yoga session activities. As I was nervous and under prepared in the beginning I chose not to take the opportunity just yet. I later then thought I was more ready and did not want to take the opportunity for granted. This allowed me to take part in all tasks I was asked to do in the beginning of my work placement. I also had other tasks I was asked to do which I was slightly hesitant about but I was ready to take the challenge. One of these challenges at the time were to run errands outside the hostel. I had to go to the supermarket to buy food for the hostel; this was usually for bread. I found this task originally a challenge because I thought I would get lost however I managed to remember the directions I was given and remained safe. I'm glad I took part in all my tasks and responsibilities, as I was able to develop my confidence in myself to become more independent by relying on myself to complete all my tasks on time and find my way to places such as the supermarket and try new tasks too which were outside of my comfort zone. The skill that I have demonstrated today and throughout the other days of my work placement is hardworking. I have demonstrated this skill by doing large quantities of laundry. This was challenging majority of the time, as I felt that it was quite a tedious job role that I took part in- however I always realised straight after that it was one of the job roles that every member of staff who worked at the hostel took part in making sure that every guest had bed lines ready for their stay. This allowed me to stay motivated throughout my shifts doing the laundry. As laundry was my least desired responsibility to take part in, by doing this job role provided me the chance to prove myself worthy and committed to my work placement. I think this responsibility showed my manager that I was taking my job seriously as I was always fast paced when it came towards the laundry. I always knew it was a crucial task that had to be done to provide the service of comfort to guests for their beds. By being fast paced and working hard allowed me to complete my task quickly and efficiently. This then provided me opportunity to show guests to their rooms, run errands, help decorate the hostel, create posters, manage the reception, and calculate how much money was made at the end of the day. I've learned to develop this skill throughout my time at my work experience. I've learned to become more professional and gain a hard work ethic for my job role. I felt this way because I was motivated to gain a good reference from my employer and also to push myself in the new environment I was in. The quality I have been displaying today and the other days of my work placement is social. I have been showing this quality to customers when they arrive at the hostel. The best times I've been able to show my sociable side is when I'm providing tours around the hostel to guests and also when I was taking part in the sangria night held at the rooftop. The sangria nights provided me opportunities to talk to guests. These opportunities really allowed me to show my sociable quality to guests and by providing this quality I could see they felt more comfortable and relaxed. I think this was a good quality to bring to the work environment, as the hostel's target audience is backpackers who are travelling and always meeting new people. Some of these travellers find it more difficult than others to make friends and start conversations. By being sociable and starting conversations, I was able to bring people closer and make the environment more comfortable for them. Today when I had to show people around the hostel, I made polite conversation as usual however I always try to ask them about themselves and then I would suggest places they might like to visit by what they tell me about themselves. An example of this was when I was talking to a lady and she mentioned she wanted to have a picnic somewhere outside and I then recommend Maria Luisa Park, as it is a very relaxing place to be and ideal for picnics. Customers responded well to my suggestions and also made conversation back to me. I think this was a good way of representing the hostel well, as it shows to guest that the hostel is very social and kind to its guests. My behaviour at my work placement has been professional. I've displayed this type of behaviour by always staying aware around of customers; of what I'm saying, how I react in situations and I also think about my body language towards guests. I think this is important because customers' first and overall impressions of the hostel should be positive- I did this by providing customer service in a professional manner. During the sangria nights; I would make sure to give an appropriate amount of alcohol to guests when they asked. I did this because it could lead to guests becoming drunk and disrupting the hostel, the guests and also waking up neighbours. By being professional it allowed me to avoid these types of situations from happening. An example of how I showed my professional behaviour today was when I had to provide information about the rooftop; whether the jacuzzi was open and when the rooftop closes. I made sure I knew all of this information accurately before providing tours around the hostel to guests. I did this because it would not be professional to waste the guest's time by me going downstairs and asking my manager the information and then running back up to inform the guests. This would be especially bad because I've been working at the hostel for 6 weeks, this would not show my manager my professional behaviour either. #MairaLopes #TrianaBackpackersHostel

Oasis Palace

15/4/16 Oasis Palace Today was my last shift at Oasis Palace Hostel. Both myself and Meg were working today, meg started at 8am and I started at 10am. I left for work at 9.45 to ensure that I arrived at work on time. (COC3) when I arrived it was fairly busy, I put my stuff done and started to help. I firstly completed a Spanish breakfast as I could see both meg and Mara were busy. (COC9) Mara was really happy that I did this because I was just able to come in and pick up from where they were. This is a way In which I have developed because at the start of the 6 weeks I would of not been able to do this. During this shift there was not a lot for myself and meg to do after breakfast, this was nice because it meant that our last shift was not busy. I had to go to the shop during breakfast to get some tomatoes because we had ran out, when going to the shop I find it quite challenging because they do not speak English at all however, I always manage to be able to do it. Today I was asked to chop tomatoes and apples in preparation for tomorrow's breakfast. For this I had to use very sharp knifes, this meant that I had to take care when using these, so I had to carry them face down. This is so I didn't hurt myself and others. When I first started at Oasis Mara showed me how to use and carry the knives properly so when I carried out this task again, I knew what I was doing. (COC2 and 6) Mara had to go to the office today so she asked if it would be okay if she could leave myself and Meg alone in the bar. We had previously had to stay on our own so this wasn't a huge challenge but it's good because it shows that Mara trusts us and is happy to leave us on our own. (COC9) Mara was gone for around an hour, so we had to prepare different drinks for customers but at the same time we had to sort all of the breakfast stuff out, myself and meg copied with this very well because we had to do this in previous shifts. I feel that this is a huge responsibility for myself and Meg but also very rewarding after especially as Mara said how pleased she was with us and how well we have done. At the end of our last shift, Mara said how amazing we have done over the last 6 weeks and how much effort we have put in. She said we always have a polite and friendly attitude towards everyone and everything. She also praised us with how well our customer service was and how we always served customers straight away, even if we didn't know if they were English or not. (COC8) This is good because it gives both us but also the college a good reputation. (COC1 and 7) When I am at work I always feel that I give 100% effort and do everything that I am asked to do, whether I want to or not. (COC4) I am always shown a positive and friendly attitude, this is mainly because my confident has grown massively. (COC1) I am able to go to work on my own without feeling scared or nervous, whereas when I first started I didn't want to go to work on my own, this shows that I have gained better independence. I also do not feel nervous about going to the shop in my own whilst at work, this is because I am more independent and always familiar on what I am being asked to by so am able to do it quickly. My Spanish over the last 6 weeks has developed massively due to both Spanish lessons but also my work place. I have been able to interact with both my colleagues and customers speaking Spanish, this has been nice because it means that they do not always have to speak in English to me. Mara has had a huge impact on my Spanish because whilst at work she encourages me to try and speak it, she also tests me on different products they offer, this is a great way to help me learn and has a positive impact. Not only has this meant that my Spanish has developed but also my confidence because at the very start of my work experience I was very nervous and didn't like to interact much because of the language barrier but because of the help and support I have been given by the staff the last 6 weeks has meant that I am not scared or nervous to speak Spanish, this shows that my confidence has grown. I have really enjoyed this 6 weeks work experience and I have learnt and experience a lot. It has been very challenging at times but I have been able to overcome these and successfully complete the 6 weeks. #beccasheppard #oasispalace

15th April 2016 Day 36 After arriving as normal on time (COC3) I was asked to refill the rebujito that we had out for guests to take and try during Feria, it's the traditional drink at Feria and mixes dry sherry with lemonade and ice. I ensured there was plenty of ice as it's not as nice if not cold showing good customer service skills (COC8) and kept the lemonade bottle at reception ready to refill again for next time. Throughout the day I remembered to offer it to guests as instructed to by Natalia at the beginning of the week, showing I can follow and listen to instructions well (COC6). I was then asked to put all the dirty laundry left in the cupboard into the bag ready for the cleaning man to pick up and take when he dropped off the clean laundry. I did this as quickly as possible as Natalia had a few check ins waiting and needed help. I had a positive approach showing my willingness to try all tasks and jobs within the hostel (COC4), I still ensured I put the laundry away correctly and neatly though. Later on I helped some German guests with booking their train tickets on the hostels computer, they were unsure of which train station to go from so I explained the nearest one and found it online for them as well as pointing it out on the map. By doing this I demonstrated good customer service skills (COC8), I was also more than happy to help showing my polite and friendly attitude which is important when customers ask for your help (COC1). They then asked to print off their tickets, I gave them the email to send their tickets to then logged onto the hostels email as I remembered the password was on the desk incase I forgot and I sent it to the printer. After doing so I took the euro for both tickets being printed and added this on the guests bill on the system and took the money wishing them a safe and good journey home. Later on in the day the clean laundry arrived and needed to be unpackaged and put away correctly, after being at the hostel a while I had gotten used to where each type of sheet would go and knew the type of sheets in Spanish labeled on the cupboard showing my improvement in Spanish during the 6 weeks, I was also able to put the laundry away a lot quicker meaning I could get on with other tasks on the desk such as WiFi printing, email checks and review reading showing good timekeeping skills (COC3). There were 8 check ins throughout the evening and I was able to do the majority alone with no help. I feel this has really helped improve my confidence which has impacted positively on my customer service skills as I am a lot happier and comfortable helping and speaking with guests and taking check ins. Two gentlemen from England asked if they could have a safe in their room whilst I was showing them around and as their room was a private I ensured them that the hostel is safe and that their door lock would be enough, this seemed to put the men at ease. I did however inform them that if they had anything really valuable they could put this in our receptions safe, I feel that by offering this personal service I demonstrated good customer service and ensured that the customers were content and felt safe in their room which they did. The rest of the check ins also went smoothly and I was able to do everything by myself and at a good pace. At the beginning of the 6 weeks I was very slow in completing check ins as I was just getting used to the system and how everything worked but as time went on my confidence grew and I was able to do this a lot faster and smoothly making the customers experience a lot better. Before ending my shift I had to get change from surrounding shops and bars for check outs in the morning as guests need their 10 euro deposits back when leaving the hostel. I went to several bars and shops to get the change and used my Spanish speaking skills when doing so, I said "puedo tener el cambio, per favour" which translates as can I have change please, I felt confident in asking this in Spanish showing my improvement as at the beginning I was always nervous of this task just in case the shopkeepers or staff wouldn't understand me. Being asked to do this task made me feel very trusted and reliable as I had to carry large notes with me and use Spanish speaking skills when doing this. I then tidied the kitchen as I noticed it was quite messy and had a coffee with Natalia at the end of the shift before saying goodbye to everyone and returning home. I feel my 6 week placement at Sevilla Inn Backpackers Hostel was hugely beneficial to my confidence and helped me develop a lot of skills needed in the workplace such as customer service skills, time keeping skills, organisation skills and communication skills. All this will help me in the future when applying for jobs in the Travel and Tourism industry and having this placement on my CV is a great thing that employers will see and acknowledge. I have gained some great experience at the hostel and have seen how accommodation businesses run successfully and what roles there are within them. I have experienced not only a receptionist based role but also a housekeeping, ticket sales and activity leading roles when helping with paella and sangria nights and walking guests to and from the flamenco shows. I am very grateful to have had this opportunity and will never forget it. #rachaelcoleman #sevillainn

Triana Backpackers Hostel

Saturday 9th of April Today at work, I hosted a successful yoga session compared to the last one I tried hosting. I made sure when I received another opportunity to instruct another yoga session that I would feel more organised and prepared to teach yoga to newcomers and also be able to feel more comfortable around customers who were already either intermediate or high level at the poses and positions- as this could be slightly intimidating teaching someone who is at a high level in yoga, while I'm only capable of teaching basic yoga poses and positions to others. The behaviour I demonstrated throughout the planning and taking part in yoga was enthusiasm. I showed enthusiasm towards customers by firstly approaching customers about the yoga session that would be available for them to take part in (an half an hour to 45 minutes). I did this by smiling and choosing words carefully to encourage guests of the hostel to take part in the yoga. I said to customers if they had heard about the new yoga sessions that they could be part of and informed them where and how long the yoga session was. By being enthusiastic I was able to persuade a customer to join in the activity I had planned. The other customers I had asked were either checking out at this time, going on walking tours, or had something planned for their day ahead. I later again demonstrated my enthusiasm by introducing myself and asking the customer about himself and gradually going through for what I had planned for the session. It was the customer's first time at yoga, which slightly reassured me because he would not be having high expectations of the exercise. I also felt as if I needed to make sure that I was accurate of the names of poses I was informing him while demonstrating the moves. I felt this way because he would refer back to his first yoga session and I want his first impression of the form of the exercise to be positive and accurate because it could lead to coming back to one of my yoga sessions and also continuing the exercise after he's left the hostel. At the end of the yoga session, I had asked the customer (Joseph) how he felt towards the yoga session and how well I had instructed. He gave me positive feedback and praised me for the yoga session. He said performing is hard, especially while telling people what they're doing while having to demonstrate it. Joseph told me he enjoyed it and he would definitely try yoga again. This feedback helped me remain enthusiastic about running the yoga session, and supported my decision in hosting another yoga session. The skill I demonstrated today at work was good time keeping. I demonstrated this by waking up on time for work and leaving early to ensure that I was prepared for my yoga session and my other tasks. I woke up at 7am and left the apartment at 9:20am, this was to make sure I would arrive early for my shift that started at 10am. This would allow me to set up for the 11:00-11:30am yoga session steadily at my own pace, while giving me the chance to recap on the yoga poses and positions I would be educating customers about. Time keeping was also important at the yoga session because I had to make sure that I was tracking how long I should be instructing each pose and position because this would go towards the overall time slot I had for the yoga session. I made sure to have my phone beside me to every now and then to check what time it was and how I should be spending each yoga poses on. I made sure that I was being subtle when checking what time it was on my phone. On average for that session I spent approximately 15 seconds on each positions. (COC3) The quality I displayed at work was flexibility. I displayed this quality when Pauline, my manager had suggested the yoga session would be more appropriate at 11:00am because this is the time that free breakfast facilities are closed for customers and this would allow customers to come to the yoga session straight after. This time affected me also, as it meant that I would have arrive to work earlier than my usual shift which is at 11am and be ready to set up the yoga session for customers. I agreed with Pauline, as it is a appropriate time for the yoga session to run. I followed her instructions to arrive earlier for work and she was pleased with my flexibility to work the hours she required me to. I think this was important for me to comply by, as it allowed my manager to see that I was taking my job roles and responsibilities seriously and I was genuinely interested to host a yoga activity at the hostel. By hosting a yoga session, it has allowed me the opportunity to be more confident to approach customers. The idea of rejection used to scare me and discourage my interest in hosting a yoga session, however by taking part and organising a activity such as this has allowed me to feel as though I can still stay resilient and follow through with my plan whether if there are limited customers who are actually interested within the session. I think the rejection from customers has supported my development in staying confident and comfortable in my social ability to talk to guests. I found this quite difficult, especially during my first yoga session where no customers were interested in yoga session. I'm glad I preserved and continued to take another opportunity to host the yoga session, as this definitely has provided me the confidence and motivation to continue the hobby in my spare time to improve and possible receive another opportunity to continue running this activity #MairaLopes #TrianaBackpackersHostel

Triana Backpackers Hostel

1st and 2nd April I’ve chosen these two days to talk about because these are the days I was planning and preparing for the yoga session I would be hosting on the first day and then on the next day I would be officially hosting the activity for customers. I also had other responsibilities within these two days. On the 1st of April, I demonstrated and delivered good customer service. I demonstrated this by taking part in two bookings: my responsibility was to take customers' personal details from a form of ID. For both of these bookings I took personal information from the customers’ passports. I delivered good customer service by making sure I politely asked for a form of ID, instead of abruptly insisting customers rudely to see their ID. I think this is important because customers should be delivered good customer if they have brought products and services from the hostel, as good customer service is always included within the price. I also think it is important because customers often tell friends and family members about their holidays and travel experiences. If their close ones are thinking about using the facilities from the hostel, then it is wise to provide good customer service because word will spread that the hostel provides more than just beds to stay in and this will encourage different types of customers to stay at the hostel. On the same day Pauline, my manger provided me the opportunity to host my first yoga session. She provided me the opportunity, as she was made aware of my keen interest in yoga and later when she met me; she could clearly see my enthusiasm for the form of exercise I do for a hobby and suggested I was able to host yoga sessions at the hostel if I'd liked to. I felt more inclined and motivated to host the yoga session later on in the weeks, where I got comfortable with the environment of the hostel and also the staff members there. I also felt more persuaded to host the yoga session because there was only 2 weeks left and I did not want to take this opportunity for granted. I displayed the quality of being creative, when I was designing the poster to advertise the yoga session to current and future customers who were coming to the hostel. I chose to pick a basic but an effective layout for the yoga session poster, as I had to keep it in black and white because the hostel printer did not have any colour printing available and the yoga session was the next day- which left me with a slight time constraint, so I thought I should keep it a bit more simple. I added a yoga symbol which enhanced the poster, which would allow customers to see instantly that there are yoga sessions available for them to do from a far glance at the poster. The skill I demonstrated on the 1st of April was leadership. I displayed this skill when I got back home and I started practicing on the roof and how I would lead my yoga session the next day. I asked George to help me, as it would allow me to see what types of yoga positions would be most appropriate and suitable to lead to customers when they take part in the exercise. I think this skill is important to practice and demonstrate at work because it allows me to be independent and allows my customers to receive a professional and mature experience from my yoga sessions. By practicing how I would lead the yoga session on the roof of the hostel, allowed me to see when I should hold the yoga session, because when the sun is out it can be a struggle to do the yoga on the roof- especially when looking directly up at the sky and the sun hits your eyes. Practicing how I would lead my yoga session also allowed me to see where the areas I can improve on. I need to provide clear instructions when performing the poses myself to demonstrate to others. The next day was when my yoga session was to take place. My behaviour towards the yoga session began quite anxious, as I was unsure how I would be as a yoga instructor. The closer it got to my yoga session I became at ease with the idea, however I was still feeling apprehensive. In the end, the yoga session did not take place because there were no customers interested in the yoga. I was slightly disappointed as I had prepared a schedule for the yoga session to take place on the rooftop because there was enough space, and spare yoga mats so customers felt more comfortable and find the experience to be like an actual yoga session they would find at home. I also felt reassured as I felt nervous and not as prepared I’d like to be. The yoga session, resulted me and Clara practicing the schedule I had organised. Clara was there originally to support me as a translator; to support possible Spanish, French, Arabic, and German guests because these are the languages that Clara has knowledge of. Clara helped me instead to practice my routine that I had planned, which helped me remember it more clearly. I think this would support me for the next opportunity I wanted try again to host a yoga session for customers. I think the reason why the yoga session wasn’t successful was because the poster was printed before the location of the yoga session was confirmed on the poster. This meant that I had to write on the poster with a black felt tip pen (because the poster was in black and white) on where yoga session would take place. This was very last minute; not allowing customers to seize the opportunity of the yoga session. I also think the times of the yoga session (10:30-11:30) was not suitable for customers, as 11am is check out time and also when the breakfast facilities are finished. This meant that some customers might have found it difficult to make time for the yoga knowing the time limits of when they should have breakfast and the check out time they need to leave by. From my time at the Triana Backpackers Hostel, I’ve developed my organisational skills. I’ve especially learnt to develop this during the planning of my yoga activity because I felt I needed to make sure I was organised and I prepared myself to host the activity. I did this by making sure I had a yoga mat to demonstrate yoga positions and moves, especially to new learners to yoga and I made sure there were mats for customers who would like to try it out. I’m glad I’ve improved on this skill, as it was essential to lead the yoga session for customers and to make sure in the future I could replicate the preparation the same way, however with customers. I've also developed my organisational skills by waking up early and making sure I have eaten breakfast to fuel my day and also review before I leave the apartment of all the tasks and responsibilities I will need to take charge of. This allows me to feel more capable and ready at hand to complete all my tasks and have a successful day at work. #MairaLopes #TrianaBackpackersHostel

Oasis Palace Hostel

13/4/16 - Oasis Palace Today I was working the early shift again which meant that I started at 8am. I got up early giving myself enough time to get ready and get to work. This shows that I am good with keeping to times but also organisation but I am planning how long it is going to take me and ensuring I have enough time to do so. (COC3 and 5) My shift today was very similar to yesterday's shift, busy in the morning but quite after breakfast. This is a good way to end a very busy and hard 6 weeks at Oasis Palace. It also allowed me to practise my Spanish with Mara, Mara tested me on different names of products that we have, I got all of the, correct. She said that I am very good with my language learning, this was very nice to hear. At the start of the 6 weeks at Oasis I didn't have a clue on the names of products but since working there I have developed massively. I constantly demonstrate a positive attitude(COC9) this shows that I'm really enjoying the job and happy to be there. When I first arrived I help Mara prepare the breakfast. I refilled the jams and cereal, put the croissant and muffins out and ensured the juices and milk were refilled. I then went behind the count to prepare it for us to be able to serve the breakfasts. I had to put the chopping boards out and prepare the fruit for the healthy breakfasts. I am willing to do all tasks that are asked by Mara or another member of staff(COC4) Mara had a meeting just after breakfast finished which was 11am. This meant that it was only me that was at the bar. This meant that I had to run it but also put the breakfast things away. This shows that I was doing all different sorts of tasks today. (COC4) I really enjoy being left on my own because it allows me to feel more responsible because I have more control. I had to make decisions on my own like whether I prepare more tomatoes and apples. Once I had made decisions I would go ahead with the job and check with Mara after. She was very pleased with me when I did this, this was very rewarding for me. I was serving a lot of customers breakfast today, delivering good customer service with a polite and friendly attitude(COC 1 and 8) I was able to ask the customers what they wanted to order in Spanish but many of my customers did not speak Spanish but as I speak English it made it easy for them. I served a range of Spanish, healthy and English breakfasts. I look forward to what my last day at Oasis Palace! It's been a challenging 6 weeks but also very rewarding. #beccasheppard #oasispalace

14th April 2016 Day 35 I arrived as normal at 10 to 5 ready to start work and get on with my tasks. There was a pile of clean laundry that needed to be done so I got on with this after looking at the check ins for later on in the day, I knew I wouldn't have time later on so I used my initiative and began straight away. I ensured the piles were all tidy and put away in the correct places showing good organisational skills (COC5). I was then on reception for the rest of the evening. Several customers came up to the desk and asked where the Feria was, I pointed this out on the map and then offered them a map to take showing good customer service skills (COC8). I also explained where they can get a bus to the Feria, including the bus number (EF) and cost (€1.50) trying to be as helpful as possible and again giving good customer service as well as showing a positive and friendly attitude when wishing them a good time. There were 8 check ins throughout the day and I helped with them all. With the English speaking guests I checked them in alone including taking payments and showing them around the hostel. With Spanish speaking guests I put their details in the system and took the payments. After this I did a check of all the hostels bathrooms, this job isn't part of the receptionist's job however the volunteers were away so I approached it with a positive and enthusiastic attitude (COC9) and treated it just as important as my receptionist roles, I was thorough when checking to ensure the bathrooms were clean as we are full at the moment due to Feria so bins need to be changed more regularly. Taking my time when checking the hostel is important as if anything was left untidy or dirty this would reflect very badly on the hostel and would cause complaints and bad reviews so I took care and cleaned a few of the sinks as I noticed these were dirty, after doing this I washed my hands as to comply with health and safety legislations (COC2) and not spread germs. At the end of the shift reception staff must go through the notebook and tick off a check list of the hostel, these include toilet checks to make sure it's clean, a kitchen check, reception area check, WiFi check, TV check, light check and money check. I went through this list with Natalia and made sure everything was done, I noticed one of the lights weren't on so I switched it on immediately as it was evening and guests may find it difficult to see the steps which could cause a health and safety issue if they tripped in the dark (COC2). At the end of everyones shift they must count out the money and ensure it matches on the system, I helped Natalia with this before I left and double checked to ensure it was definitely right as Natalia or I would have to pay the rest if it was under by anything, I have improved in counting with euros as I wasn't used to it before and can now do this a lot faster. Although this shift was busy and quite hard work I feel I approached everything I did with a positive and professional attitude, I was friendly towards all guests checking in and even made conversation with some showing my improvement in confidence and communication skills. I have improved my customer service skills greatly especially when giving information to guests on nearby places of interest or places they need such as banks and supermarkets, I ensure to point it out on the map and offer them one. I also make sure I greet guests to the hostel with positive attitude and that I'm friendly, I achieve this by smiling and greeting them upon arrival and by giving them information about the hostel they may need to know such as where the fridge in the kitchen is and where to washing machines and dryers are. Before leaving I ensured that Natalia didn't need help with anything else before I went home, she asked me to change the bin in reception which I did with a positive approach. Asking if the staff needed anything shows resourcefulness and also that I care about my job. #rachaelcoleman #sevillainn

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