PIHMS Alumni Spotlight – Peter Nguyen

Introducing Peter Nguyen, a PIHMS Degree Graduate, who is now the Assistant Front Office Manager at the Hilton Lake Taupo. 

PIHMS in a nutshell

My time in PIHMS was great, I learned a lot about the industry and met great lectures. But most importantly, I would say was the connection that I had with other PIHMS students were invaluable. Most of my colleagues are from PIHMS and I have a strong network with different hotel brands as we all know each other’s from PIHMS. 

PIHMS has a strong relationship with the hotel and hospitality industry, which is why I had an advantage while looking for a job. When future employers find out that you have come from PIHMS, they know that you have the basic hospitality skills and knowledge. The Paid Industry Placement was a wonderful opportunity, not just me but other PIHMS students, because it allows us to showcase our talents, learn new things and network. All those factors are crucial when looking for job after graduation.

PIHMS to working within the industry

I started my journey at Millenium Hotel and Resorts Manuels Taupo as Food & Beverage Attendant during my first placement and then moved to the Hilton Lake Taupo for my second industry placement in Front Office. After I finished my Degree at PIHMS, I was lucky enough to return to Hilton Lake Taupo in April 2021. I started as a Guest Service Agent, then progressed to the Duty Manager role and now I am the Assistant Front Office Manager in March 2024.  

My current job is to ensure the smooth operation of that Front Office department. My responsibilities include: 

• Setting departmental objectives, work schedules, budgets, policies, and procedures  

• To oversee the entire Front Office operation to maintain high standards  

• Completing the daily tasks 

• Driving all front office KPIs,  

• Work closely alongside the revenue team to ensure that we are maximizing opportunities daily.  

• Recruiting, managing, training, and developing the Front Office team.  

• Monitor team member performance and contribute notes to the Front Office 

• Manager to assist in performance reviews.  

My role is filled with everything!

In my current role, I meet a variety of customers every day and it requires me to adapt and ensure customer satisfaction. At times, it can be a challenging, but this is what keeps motivated.  

Seeing happy guests after delivering high standards of service, makes all the pressure worthwhile! Seeing a positive result after you overcome difficulties, is so rewarding! 

I really enjoy the team I work with. As a team we have become stronger, and they are able to make decisions independently. Achieving our monthly and yearly targets together is one of my favourite parts of the job!  

I enjoy working in a fast-paced environment

I wanted to join the hotel and hospitality industry because I enjoy working in a dynamic and fast-paced industry that allows me to grow personally and professionally. I enjoy interacting with people from diverse backgrounds. My strong communication and persuasion skills have helped me develop excellent customer service skills. 

My favourite part of the industry, is interacting with other people, meeting different types of personalities and building connections. I also enjoy the drive to achieve goals and targets or looking for better performance and financial result. 

My tips and tricks

Firstly, I recommend that you have the right attitude and need to have the ability to collaborate with people. I believe the most important trait for anyone who wants to get into this industry is to have the right attitude.  

The hospitality industry is a fast-paced industry, and you need to be able to adapt quickly to changing situations. You will need to have the ability to adapt to different types of customers and working environment.  

I recommend future students to gain hospitality experience, whether that be a part time job. It can be anything from making coffee or working as a waiter. This experience will help you understand the industry, get more experience, and create valuable connections. 

Networking is also extremely helpful; it will help you find a job a lot easier or is a great way to find a mentor who can offer personalised advice on skills and knowledge you need to focus on.