Inside the professional world: Reflections and lessons learned from my internship

Abstract

During my first internship at the Hilton Cartagena Hotel, I was part of the reception department as a telephone operator. My main task consisted of answering external and internal calls to provide information or help with guests' needs. This involved acting as a concierge and handling all information related to the hotel's plans and rooms. In addition, I served as a bridge between guests and the other departments of the hotel, facilitating smooth communication and providing timely attention to visitors. My responsibility was to make sure our guests felt heard and to provide high quality service. Peace of mind was my best ally, as not all guests were friendly and some expressed themselves in a derogatory manner. In this position, I learned that we must always remain calm and, above all, respect the customer, setting clear boundaries. In addition to my responsibilities as a telephone operator, I also collaborated as an assistant in the reception area. I organized documentation and recorded check-ins and check-outs in the operating system used by the hotel, called Opera. I also had the opportunity to rotate through other areas, such as bellhops and executive tower service. During these experiences, I developed skills to be more attentive to details, solve problems in real time and be proactive. I attended monthly meetings where team goals were shared and progress was evaluated. My work was crucial when we faced major challenges, such as plumbing damage, power outages or heavy rains affecting the rooms. Learning how to communicate effectively and address people helped me to handle these types of situations effectively.