Weekly Internship Report
Name: Robert Smael
Organization: Radisson SAS London Stansted Airport
Department: RDM – Housekeeping HR Manager: Tessa Jansma
Coach (Housekeeping Exc.): Agnieszka Nowak
Tutor: Jeroen Frerichs
Address: 44 Bentfield Road
CM24 8HP Stansted, Essex
Reaction on Feedback:
When the feedback arrives I will respond to it.
1. What have I been doing?
The past two weeks I‟ve been doing different shifts. I started the first week with the early 5.30
shift and also did the “normal” 8 „o clock shift. I also did my first 7.30 shift and had the
opportunity to do a linen stock take. This week I had my job chat with my coach and I also
brought up all the paperwork I have to do for school, such as daily‟s, weekly‟s, the report and
of course my website. After this very interesting and helpful conversation Agnieszka will be
more able to “guide me in the right direction”.
The Radisson SAS London Stansted Airport is the first Rezidor hotel to experiment with
check -in and -out kiosks. For over a year the hotel has been testing the devices in it‟s lobby
but unfortunately there are still some bugs to be fixed. When the kiosks will work, the guests
are able to check in or out like they check in at the airport. However there will be no staff
involved so the costs for the hotel will go down, the goal is to provide a faster service without
Another innovation is called the satellite reception. Instead of having a large check in desk,
the hotel has 5 satellites. Each one of them is a complete Front Office workstation and can
be used to serve guests. When it‟s not busy only one of them will be used and the more busy
it gets the more satellites will open. The satellites provides a better and more personal
guests contact and also the option for staff to move to the front of the desk (think of having
children or people in a wheelchair).
2. How do I look at my job right now?
Last week I stated that there were not many learning opportunities and I looked forward to
my job chat with Agnieszka. After this job chat everything seems to be clearer for me and of
course I‟ve received some feedback. After the job chat I was given the more “challenging”
shifts for me and I really believe they will bring me more learning moments. So I‟m looking
forward to tell you about my learning moments of the next two weeks which I will write in
weekly number 5.
Beside this I have a strange feeling right now, because I really like working at the
housekeeping department, but on the other hand I also like to step into the new challenge at
the Front office. So I believe I really have to enjoy my time the next weeks and try to gain as
much experience as I can at the housekeeping department.
3. Learning moments
Last Saterday, I had the evening shift, I‟ve found out that I‟m still not used to the Yes I Can!
“authorization”. After a woman had lost her pair of pyjamas in the laundry I had to fix it, or as
we say in the hotel “make it right”. Because she wanted a refund I called the duty manager
and he gave me advise. Later on in the evening I started realizing that I had been able to
deal with the situation on my own, because of the Yes I Can! “tools” we have which I can use.
This past two weeks I‟ve also learned a lot about the characters of people. Especially the
employees at our department are using emotions and manipulative tricks all the time to “get
what they want”. Some of theme do it very obvious but others do it almost without me
noticing it. In the job chat Agnieszka gave me some helpful advise and learned me that I
should put my foot down.
Last Saturday during my evening shift I had to deal with a cleaner who really didn‟t want to do what I told her to and it took a lot of my skills to make her do it. It was a moment of victory
for me to see that in the end she finally did her job correctly.
4. Internship plan
Making new contacts Although there weren‟t many new people to meet these past two weeks, I had a really nice
conversation with the account manager of our linen company. He explained me after the
stock take a lot of “what‟s happening in the world of linen.”
Learning to deal with a confrontation
The best conversation was last Saturday with the girl who didn‟t want to do her job. I really
stepped into it with a clear vision and got the result I wanted without any compromises. I feel
more sure of myself and believe it will be easier for me next time when I will have a conflict.
Improving my social skills I‟m really tested the last days at the staff house, because my fellow roommate has a 9 to 5
job and has a complete different way of life. He can go to bed at night while I have to go to
bed at 21.00 because I have to get up at 4.00 in the morning. Sometimes it‟s difficult to live
with people who just can‟t understand me because they live an entirely different life. So I‟m
really learning to live with completely different people.
5. Communication and feedback
During my job chat I had all the time to give and receive feedback. Agnieszka and I looked
together what thing I could improve and what would be new learning moments for me. After
that we had a look at my SWOT and learning goals to see how I‟m progressing. I also
showed her my weekly‟s. The upcoming weeks we will work on a few points which are
mentioned in a form we have written down together. I haven‟t got a digital version of it, but
when I obtain it I will sent it to you.
6. Other things
Right now I‟ve really got a lot of motivation from the job chat. Together with Agnieszka I‟ve
made a few points to focus on for the next two weeks (some of these points involve
- Handling of lost property (getting to know the entire procedure)
- Doing in-house requisition orders for housekeeping equipment
- Doing daily and random inspection of public area‟s, conference rooms and other
- Check linen closets and carts for cleanliness and supplies
And since I‟ve been given a lot of feedback and have some extra goals set I believe I will be
fine for the next two weeks.
Thanks for reading and for the feedback,
Greetings from Stansted Airport