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Heet Joshi

Diploma in Hospitality Management Level 5

As a GSA (Guest Service Agent) in one of Auckland’s top luxury hotels, Heet Joshi (22) spends his working days making people happy. Based at the hotel front desk, he works closely with guests from arrival through until departure, organising sightseeing, solving problems and settling accounts. The hospitality skills Heet gained at NSIA have prepared him well for the workplace, giving him the best possible start to his hospitality management career.

What were the highlights of studying at NSIA?

The tutors were amazing. They made difficult topics easy to understand and were always ready to help. They were strict, with high standards, but that’s a good thing! My tutors taught me how to behave, what to do and what not to do in the industry, and this still helps me now, every day in my job. They were all so supportive and friendly, so I never felt like I was studying in a different country. In fact, NSIA felt like my second home!

I really enjoyed all the different topics we covered during my diploma programme, but most of all I loved working in the NSIA training restaurant. I did lots of functions there throughout my studies, which helped me gain valuable work experience.

How have your studies help you at work?

Everything I do in the industry today is thanks to the skills and knowledge I gained at NSIA. I learned how to deal with customer complaints, host responsibility, business writing skills, financial analysis and knowledge of accommodation management. All this helps me in my role as a GSA. But possibly the most valuable thing of all I learned was how to make presentations. In that 10 to 15 minutes, the stage is yours, and you have to explain a topic without anyone’s support. For me, learning this skill has been so helpful, because now I have a job standing at the front desk handling guests, and I can do it with confidence.

How are you enjoying your new hospitality career?

I love it! As a GSA, my job is to provide excellent and efficient customer service, assisting guests with their queries and making their stay with us as wonderful as possible. It makes me feel happy when a guest is happy with my service. My next goals are front desk assistant manager and night auditor, and my managers are currently training me up for both positions. This will be very helpful for my future.

The Sebel Auckland Viaduct Harbour

The Sebel Auckland Viaduct Harbour offers luxury apartment-style accommodation on the water’s edge, with spectacular views across the Waitemata Harbour and Auckland’s CBD. Popular with business travellers and tourists alike, the property is part of the AccorHotels group, which has more than 3700 hotels in over 92 countries.