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Gabriella Febiola

Diploma in Hospitality Management (Level 5)

What made you decide to study with NSIA?

I originally chose to attend NSIA because I fell in love with New Zealand. During the time I’ve spent at NSIA, I’ve been lucky enough to have access to such knowledgeable tutors who gave me real-life experiences in the hospitality industry. I am prepared to face challenges at work, and I know how to manage. My education has given me a solid foundation for a career and I’m so glad I made the decision to go to school at NSIA. The experiences I’ve had at NSIA have also shaped my work ethic. I have always wanted a role that will allow me to put the things I’ve learned into practice and develop my skills even further.

What were the highlights of your course?

The tutors - they were incredible and knowledgeable. All I know and all that I can do now is thanks to my NSIA experience.

What did you learn that helps you in your current role?

While studying at NSIA I learned a lot about dealing with customers and how to handle difficult requests from those who might be a little irritated when approaching me. I learned that keeping a cool head during a confrontation is a must - and arguing back with anyone in a professional setting doesn’t help solve anything. In the end it’s just a matter of keeping a clear mind and professional demeanour and helping your clients and customers to the best of your ability - despite the mood they might be in. This is an excellent skill that I know will be useful in this position and can help me ensure customers leave the premises happy and willing to come back towards earning their business.

Where is your current job, and what is your role?

I am working in a contemporary Japanese restaurant MASU by Nic Watt at SkyCity in Auckland, as a restaurant host.

What are the highlights of your job?

• I managed a team of five employees in one of the top 50 metro restaurants for over 2 years. Positioned to swiftly ascend the managerial ladder by improving personal and team customer service skills. Provided top-notch customer service by helping customers work through reservations, allergies/dietary requirements, and service issues.

• Leading the reservations team by showing strategies and plans to optimize sales and increase returning customer numbers, e.g: greeting them by their names, remembering regular customers, dealing with complaints professionally yet friendly.

What are your goals for the future?

• My long-term goals involve growing with a company where I can continue to learn, take on additional responsibilities, and contribute as much value as possible to the team. I love that your company emphasizes professional development opportunities. I would take full advantage of the educational resources available.

• I see myself as a top-performing employee in a well-established organization like this one. I plan on enhancing my skills and continuing my involvement in related professional associations.

• Once I gain additional experience, I would like to have the opportunity to move on to a more senior management team. I know this has been a common path for many people in this position, and I think in time this would be a logical move forward for me. However, for now, I am excited about focusing on and applying my technical skills in this job.

What do you like about working in New Zealand or do you plan to work overseas?

New Zealand people are so friendly! I don’t have any plans on moving somewhere else now, but I’m quite certain that I might want to continue my study.