Profile: Shaaron Kapiteyn, Burswood Entertainment Complex
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Shaaron Kapiteyn Number of years in role: 18 months |
What do you do?
As Customer Contact Centre Manager at Burswood Entertainment Complex, I am responsible for a team of 45 Consultants plus 4 Team Leaders and a Training Co-ordinator. Between us we manage the reservations for two hotels situated on the complex. One is a 5 star hotel and the other is 3.5 star, both attracting different guest demographics.
My team is also responsible for managing the reservation process for our five restaurants, ranging from fine dining to casual a la carte. The Customer Contact Centre also handles Instant Service calls from guests in our 5 star hotel as well as all general inbound communications.
What results are expected in your position?
We have revenue targets which are set by the Hotel Executive, as well as Average Daily (Accommodation) Rate targets. Our restaurant objectives are aligned to the number of customers and choice of venue which we can influence. Our Instant Service, Level of Service is 100/10 seconds - quite a challenge. Our other Service Levels are 80/20. We also have Customer Service targets which are fairly stringent due to the nature of working in an internationally renowned 5 star complex.
What has been your biggest career highlight to date?
Being offered this position. It is an absolute thrill to work for an organisation of this calibre and reputation. Burswood staff members are extremely well looked after in terms of staff benefits and opportunities.
What is the best and worst thing about your job?
The best thing is that there is always something exciting happening. We have the opportunity to promote restaurants and theatre shows, concerts and hotel packages. Our business is about creating experiences for people, ones they will remember for a long time. We are also undergoing major renovations at the moment which will provide facilities that are second to none when completed.
The worst thing is when we hear from guests who have not had a positive experience; this is always disappointing. Whether it is a visit to a restaurant or a hotel stay, we will then do our utmost to encourage the guest to return.
Any tips on how to get and stay ahead?
Stay very positive and professional at all times no matter what the challenges are, and keep your Management Team close - they always know what is happening at “grass roots” level and will keep you well informed.
How do you encourage loyalty with your staff and clients?
I am honest and forthright and treat everyone with the same degree of professionalism and integrity. I maintain confidentiality and am always ready to admit when I make a mistake or that I don’t have the answer. I am constantly looking for opportunities to develop staff and help them progress within the organisation.
What do you think employees want from their employer?
An opportunity to show you what they do best. Every staff member has qualities which need to be uncovered and utilised. With so many staff, we have a lot of creative genius that needs to be nurtured and developed. Staff members also want recognition for a job well done or for simply working diligently during busy times.
What does your company do for its staff that you feel is different from what other companies provide?
Burswood Entertainment Complex believes in collaboration. Staff are very well informed on the direction, progress and success of the company with regular staff briefings conducted by the Executive Team. Everything is public knowledge and staff are encouraged to participate on steering committees and asked for feedback on most of the initiatives planned for the complex. They are even asked to help name new restaurants. In a lot of instances, our families are invited to participate. At the opening of the International Pearl Room, for example, our families were invited on private tours with refreshments included. Our staff benefits are also amazing: where else can you book an IHG hotel room anywhere in the world at a fraction of the price?
What are the biggest human capital issues your industry is dealing with? …and what should be done about them?
Turnover of staff: I find I lose staff not to other employers but for family or health reasons; or in the case of university students, they finish their degree and want to move into the professions they have studied long and hard for.Even with good salaries, excellent working conditions and numerous benefits, staff still move on. I’m not sure what the answer is.
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