5 QUESTIONS FOR RECEPTION MANAGER SARAH SCHMITZ

1. LET'S GET TO THE POINT: ARE YOU A LITTLE NERVOUS ABOUT YOUR FIRST WINTER?

A little, definitely (laughs). Last year, Martina Haueis was by my side. Before she went into a well-deserved retirement, she let me in on all the details, processes and service secrets here. I learned a lot from Martina’s ten+ years of experience at the Burg. This season is my first as manager, which of course is exciting. But with my 17 years of experience and a wonderful team, the excitement for everything to come outweighs any doubt.

2. HOW MANY ON YOUR TEAM? AND WHAT ARE THE RECEPTION’S RESPONSIBILITIES?

In winter we are seven. And we need each member because we are the interface at many touch points. We coordinate many of the issues relating to guest  care: from check-in and check-out to transfer and table reservations to daily coordination between the kitchen and sommeliers for writing the evening menus. One of the most important tasks that falls to me is room reservations.

3. SO YOU’RE THE MISTRESS OF ROOM BOOKINGS?

Exactly (laughs). But not in the sense of a bouncer like in a club. It's not about who gets a room and who doesn't. My job is to make sure that everything runs smoothly and guests find everything they want during their stay.

4. SPEAKING OF GUESTS: HOW MUCH DIRECT INTERACTION DO YOU HAVE IN YOUR ROLE?

I spend a lot of time in the back office, but I always keep an eye on what's going on at reception so I can greet guests or help with questions. I got to know many of our regulars last winter.

5. WHAT DO YOU LIKE MOST ABOUT WHAT YOU DO?

Phew, it's hard to reduce to one thing. I love my job and I thrive in this role. The mix of organization and dialogue suits both the perfectionist and the people person in me. But here at the Burg, the human touch is the highlight. Working with colleagues and the exchange with guests from all over the world – that makes me happy every day.