Alumni Interview - Christy Yang

07 May 2020

Having most recently worked as Front Office Manager at Six Senses Hotels QingCheng Mountain, Christy has vast hospitality experience in both China and internationally...

IMI: Hi Christy, thanks for connecting with us all the way from China! We can see that most of your career has been spent within Front Office management - have you always been passionate about this field or did this develop as your career progressed?

CY: Actually, this did develop as my career progressed. Staying enthusiastic is one of my key motivations and, for me, meeting and befriending different people is the greatest charm of the hotel industry. This is something you have the chance to do every day within the Front Office department. There are all kinds of wonderful human encounters happening every day, and I think that's why I've been in this industry for so many years and still have so much energy and passion for my job.

IMI: It is often said that the Front Office is "the heart of the hotel", would you agree with this statement and, if so, why do you think this is?

CY: I couldn’t agree more with this point.  Front Office truly is the heart of the hotel! We provide warm and natural guest services and handle the set-up of daily reservations. We check-in and check-out guests and manage all guest services in accordance with the objectives and performance and quality standards of the hotel. We are also the key point of communication between guests, associates and hotel management. 

IMI: What are your medium-term career aspirations?

CY: I am currently working at Grand Skylight Hotels Management, a China national hotel brand. The property I work for is Merchants Bank University; this is the first cooperation program between China Merchants Bank and GSHM. We provide service to the China Merchants Bureau and internally at the bank. Soon, GSHM will preopen their second, similar project. With my professional experience, I do effoerts on to be an operation manager to charge of the preopening.

IMI: According to TripAdvisor, your previous hotel Six Senses is rated the 2nd best hotel out of over 200 in the Sichuan Province. What efforts did you and your team make to set Six Senses apart from competitors?

CY: The Six Senses Resort's vision is to “help people reconnect with themselves, others and the world around them.” We had a lot of repeat customers who, like old friends, came back every period to stay. Often they came back not just for the room or the food, but for the faces they already knew. This was the importance the emotional bonds we built.

IMI: Having graduated nearly 10 years ago, which skills or knowledge gained at IMI do you still use every day in your role as Front Office Manager?

CY: As a front office manager, I interact with all kinds of different guests each day. As a department head, it is important for me to be able to make the right decisions regarding service. IMI helped me cultivate my problem solving skills and make independent decisions. What’s more, we were able to choose language courses to better prepare us for working in international environments. Last but not least, I enjoyed using my free time to mix with the multicultural students and broaden my views.

IMI: Can you share your happiest or funniest memory from your time at IMI with us?

CY: My choice to attend IMI has been a life-changing experience. My most unforgettable memory of IMI is the amazing support from the teachers. I received such a warm welcome and plenty of support to help me feel at home. The stunning mountain view after Summer rain will stay in my memory forever!

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