My name is Shai and I work as a Reservations Assistant at the WestCord Fashion Hotel in Amsterdam. In my spare time, I like going to the cinema or listening to music.

You’ve been with WestCord since 1998. How did you end up at Hotel City back then? What was it like to make the move to Fashion Hotel afterwards?
In 1998, WestCord City Centre still had a different name, namely Cok City Centre, and was not yet part of WestCord Hotels. I had registered with a recruitment agency and a few days later I received a call from the hotel’s then Front Office Manager. I was invited for an interview and a few days later I was hired. The rest, as they say, is history.

It wasn’t until 2004, when WestCord took over the hotel, that I officially became an employee of WestCord Hotels.

In 2012, I was transferred from City Centre to the Fashion Hotel. One day, I was told that I would be starting work at Fashion from a certain date. From a familiar place where I knew everyone, I moved to a new workplace where I knew no one and wasn’t yet properly familiar with the hotel either.

For me, that meant I had to prove myself all over again.

What would the Shai of 1998 think if he saw you at work now?
I wouldn’t know exactly. He’d probably be proud of what I’ve achieved and that I’ve kept it up for so long.

What does an average working day look like for you?
I start by checking the day’s arrivals. Then I reply to emails, take phone calls and answer queries. I also take bookings over the phone.
I also ensure that everything is entered correctly into the system. I answer colleagues’ questions about bookings, send out quotes and make sure payments are sorted.

It’s also important that guests always receive the correct information.

What is a common misconception about working in Bookings that you’d like to clear up?
People sometimes have a misconception about the reservations department. The work isn’t just about handling bookings and everything that goes with them. It’s also important to be well-informed about contracts and to know what you can and cannot offer, and under what conditions.

Because I am well-versed in the contracts within the Fashion Hotel, I ensure, for example, that invoices are drawn up correctly, where necessary, before they are sent to companies or agents.

‘I see myself as the first link in the guest’s experience. I make sure everything is ready for reception, so that they can check the guest in without any problems.’

What do you enjoy most about working in the reservations department?
My colleagues and the fact that you’re sometimes the first person the guest speaks to. That first impression is very important, after all.

What has changed the most in your work over the past few years?
Many processes are automated these days, but you still need a human touch to ensure everything runs smoothly.

Can you share a memorable or funny moment that has stuck with you?
I speak Dutch quite well, but every now and then I mispronounce a word. This sometimes gives a sentence a different meaning, which can lead to some hilarious moments in the office.

How would your colleagues describe you?
As a kind and helpful person. Someone who is always willing to help, has a lot of professional knowledge and is good at solving problems.

What would you say to someone who is hesitating to apply for a job at WestCord?
It’s a great company to work for. You meet lots of lovely people and the atmosphere is quite informal, which makes it a lovely place to work.