Guest Relations Team Member, ibis Styles London Ealing (UK)

Chiara Silvestri

Chiara Silvestri's Story

When started in hospitality, I was still studying languages and culture at university and worked as a conference assistant at conference and exhibition centres in Bologna and in Brussels. I loved the job, welcoming people from around the world, checking them in, preparing badges. It was like travelling all the time. Then, I decided to try a career in hospitality, doing similar tasks on a daily basis instead of working only on events. This is when I found Accor and I have never left the company; I have been here three years.

I have worked in reception, reservations and on top of this, I am in charge of social media at the hotel level. Mine is a short but dynamic story! I started at ibis London City in the front office team and then took a job in back of house, taking care of reservations. After a few months, I moved to ibis Styles London Ealing, where I am now. I handle reservations for individuals, and corporate and leisure groups, and I do social media as well, posting on Instagram and Facebook.

From these roles, I have learnt the importance of empathy towards guests and colleagues – even a small gesture can change somebody’s day, and that’s very important to me. Also, organisation is key; even when you are so busy you do not know where to start, you should structure your day.

I owe a big thank you to my mentor and General Manager Sylvie Gallon. She never stops supporting us and helping us to be the best version of ourselves, and it is thanks to her that I got the opportunity to share my story with you.

I have contact with guests every day. I got a message once from a follower on Instagram who contacted me about a very big group. That surprised me a lot; it’s nice to see how easily such media can convert to sales. I had posted about a staff member who said how much he loved the vibes of the hotel, the atmosphere, and the client said that would be perfect for his group, a leisure group from Florence.

For someone new in the industry, pushing limits and accepting challenges is what allows you to grow; and never stop listening to yourself or colleagues on your team – your colleagues will be willing to help at any time.

Hospitality is a perfect balance between human interaction – contact with different cultures, business and creativity. There are many roles in hospitality, it will never be boring; there is a new adventure every day, routine does not exist. Last but not least, if someone loves to travel, hospitality is the perfect job because the industry is international; you can continue your career anywhere in the world.

  • Chiara Silvestri
  • Guest Relations Team Member
  • ibis Styles London Ealing (UK)

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