Working at the frontline facing the guests

Bharadwaj Satyavolu, 24, has been working at the front desks of hotels for the past three years.

In this short time, he has made friends from all over the world, including countries as far away as Slovakia.

He came to Singapore in September 2002, leaving his native India to pursue his dream of a job in the hospitality industry.

IN sits down with the reception manager of Meritus Mandarin Hotel to find out more about him.

IN: When did you know you wanted to work in the hospitality industry?

Bharadwaj: I was feeling a bit lost when I was 16 and my cousin asked me to consider this field. He thought I had the personality for it since I like to meet people and am outgoing.

IN: What is the best part of your job?
Bharadwaj: Many guests that I meet have become close friends. I'm still in touch with guests I met two years ago.

IN: What are some of the more challenging moments that you have encountered?
Bharadwaj: The long hours. It's not unusual to work 12 to 14 hours in a day, especially when there is a shortage of manpower and we have an important event going on in the hotel.

IN: Any interesting encounters in your job?
Bharadwaj: There is this particular religion in the Middle East - I'm not sure what it's called - but the followers are not allowed to touch any electrical appliances during prayer time. I had a guest who was a follower. He checked in at the hotel during prayer time and I had to walk with him up to the ninth floor using the fire exit staircase since he couldn't use the elevator. We tried our best to assign him to the lowest floor possible!

IN: What are some of the daily challenges you face in your job?
Bharadwaj: Meeting the demands of guests. I remember we had a guest who brought his dog with him. He asked us to look for a hotel which allowed pets. We checked for a few hours but in the end, we still couldn't find any so he had to leave his dog with a friend who was living in Singapore.

IN: Name one of your more unforgettable experiences on the job.
Bharadwaj: During my internship, I was chosen to be the waiter attending to VIPs during a dinner function. One of the VIPs was Minister Mentor Lee Kuan Yew. I kept praying that the wine glasses on my tray would not topple onto him!
Bharadwaj's journey to the front desk
Bharadwaj left India for Singapore to work in the hospitality industry. Here's how he did it:

September 2002: Arrived from India.

July 2003: Began a Diploma in Hotel Management in Shatec Institutes.

July 2005 to October 2006: Interned at Conrad Centennial hotel. Was attached to various departments - front office, housekeeping and food and beverage departments.

October 2006 to October 2007: Graduated from Shatec Institutes and worked as guest relations officer at The Pan Pacific Hotel.

October 2007 to July 2008: Promoted to team leader, front office operations.

July 2008 to now: Reception manager at Meritus Mandarin Hotel.

Bharadwaj is also pursuing a bachelor's degree in business management from Nottingham Trent University. He expects to graduate in 2009.