Bloc magazine spring 25.

63 What has been your greatest accomplishment at Bloc? One of my biggest achievements has been successfully leading the reception team through a period of transition and growth. When I first joined, I had to adapt quickly to new systems and processes while maintaining excellent service standards. By prioritising clear communication, consistent training, and teamwork, we’ve kept guest satisfaction high—even during the busiest times. Seeing my team grow in confidence and skills, knowing I played a part in that, has been incredibly rewarding. What is the biggest challenge you have faced? One of the toughest challenges was when our property management system (where all our reservations are managed) went down for over six hours while the hotel was nearly at full capacity. To keep things running smoothly, I worked closely with the team to implement a manual check-in process, ensuring guests weren’t affected. We also coordinated with housekeeping to prevent any confusion over room assignments. It was a stressful situation, but it really highlighted the team’s adaptability and problem-solving skills! Who inspires you and why? My biggest inspiration is my mum. Her strong work ethic and family values have shaped who I am today. She always taught me to give 100%—whether at work or with loved ones. When I’m at work, I dedicate myself fully to the job, and when I’m with family and friends, I’m fully present. This balance ensures that everyone I interact with gets the best version of me, and it’s a principle I carry with me in both my professional and personal life. What is your most memorable guest interaction? One guest arrived exhausted after a long journey, only to discover an issue with their reservation. Understandably frustrated, they were on the verge of a bad experience. I took the time to listen, apologised sincerely, and made sure they got a room that suited their needs—offering a complimentary upgrade to turn the situation around. The next day, they personally thanked me for the kindness and effort, saying it had completely changed their perception of the stay. Moments like that remind me how powerful great hospitality can be!