Westin 105 Gun Beach Road Tumon Guam 96913

Westin: 105 Gun Beach Road, Tumon, Guam 96913 Fiesta: 801 Pale San Vitores Road Tumon, Guam 96913 General Manager. Mr. Harrison Cho General Manager. Jeffrey Schweizer Tel: 647 -1020 Tel: 646 -5881 The Westin and Fiesta Resort Guam Isaiah Ibanez Summer 2016 Internship 90 Hours: Service Express (6 June- 20 June) 90 Hours: Reception (21 June- 5 July) 90 Hours: Sports and Recreation (12 July- 26 July)

About Westin Guam: • The Westin Resort Guam is part of the nine branches owned by the Starwood Hotels and Resorts. The Westin Resort Guam opened in 1996 by Mr. Robert Ficzner. • This particular facility is a dog friendly hotel; One dog per room.

About Westin Guam: It is a smoke free facility that consists of 432 rooms, six ocean view villas, various restaurants that include a poolside barbeque, Japanese, Italian, and an International buffet cuisine. Aside from restaurants, the Westin also has Harmony Kids, a business center, Royal Beach Club, Mandara Spa, Couture Naoco, a fitness center, and comfortable shore-side cabanas.

About Fiesta Guam: • Fiesta Resort Guam is precisely located in Tumon Bay. It has been constructed to offer a memorable experience, from optional tour groups, to being minutes away from shopping, and also it has wondrous sunsets every night. Be sure to take a picture while staying at this hotel! • It also has three restaurants here at the hotel: Samurai, The World Café, and the Barbeque Dinner Show. However the Barbeque Show is by reservation only.

Three Skills I Have Learned: Service Express Assistant Manager: Mr. Glenn Songcuan • How to properly check a guest in and out: • Upon checking in, you must ask for a picture I. D. or passport so we can verify if they booked a room. • Checking out, we simply ask for their room number and name. If booked through a third party, the whole room and tax fees are paid for. The guest only pays for miscellaneous things other than their room. Reception Manager: Ms. Theresa Choi • How to properly enter a guest room: • • • Sports and Recreation Manmager: Ms. Terry Berkmeyer When you arrive to the guest’s room, you must knock three times, saying your department after each knock. You must always be an arms length away and in front of the peep hole, so the guest can clearly se your name tag. If the guest isn’t in the room and you need to obtain their luggage, you can open the door slowly and repeat knocking. • Looking out for any safety hazards: • Yes, the number one rule is safety, or is it fun? Guests who use the pools are here to have fun. They may want to run from pool to pool, or jump in, or maybe dive in. These are all safety violations that as me, a recreation attendant must be on the look out for.

How I Have Grown: • Professionalism: - I have grown to stand up straight. While being the first impression of the hotel, great body posture is a must. Looking sloppy does not look up to standards and it simply does not look professional to the customer. • Ask Questions: - I have learned to ask my colleagues questions to better understand my position. I cannot help a guest if I do not know what I am doing. • Learning from mistakes: - Everyone makes mistakes. Even the supervisors and managers started off in the learning process.

The Changes I Would Make At Westin and Fiesta: • Clean the glass doors daily at Westin. • The glass doors are full of hand prints. • Balance out shifts. • At reception, there were three Managers On Duty, MOD, on the same shift. While at other times, there was only one MOD and one reception agent. This also happened at Fiesta. A couple of days interning there, there was one lifeguard and I. That means that when I am gone, he would have been alone.

My Memorable Experience: My most memorable experience was at Fiesta, Sports and Recreation. My job was to hand out towels and watch for any safety hazards especially in the pool. I was shocked to see how many parents would just leave their little children all alone. I was going to confront a parent whose two children were horse playing in the pool. Upon confronting them, the older brother, who was around 5, was pushing the younger brother, who was around 1, under the water. Lucky thing I saw that happening. I quickly jumped into the water to save the child who was neardrowning. That was really scary.

My Perception: • Upon completing 180 hours at two different departments, I now understand what it feels like to work. I did 90 hours at Service Express and another 90 hours at Reception. Both of these departments deal with guests daily. I have learned that tourism is the number one industry here on Guam. The tourism industry provides a whole bunch of jobs for Guam’s people. • Working at a hotel is not an easy job. You must know how to properly do your job in order to assist a guest. Guests may ask you questions and you have to know the answers to them. All you have to do is put in your time and effort in learning your role here in the tourism industry.