Internship abroad: 'The real world is really very different'

It took some doing before Bieren could travel to Paris at the end of last year. Because the French rules around work and internships are quite different from the Dutch, it took some effort to get education and internship company on the same page. But in the meantime, he has been living and working in the French capital for eight months and the end of his internship period is almost in sight. 

"And then I had a great time, where I got to work with a fantastic team, met great people and made lots of new friends," he says on the phone. "And of course got to know lots of nice French people. Haha." 

No kidding. Beers would recommend it to all hotel school students: an internship in Paris. "Now that I have lived there for so long, it becomes a bit normal. But it's still Paris, of course! What a special city! That I get to work in such a unique building in such a unique location and also pick up my French in the process is crazy. The Hilton is also special, of course. Not only because it is one of the largest international chains, but also because - and this was important to me because of my thesis - they consider sustainability very important and pay serious attention to it. The Hilton hotel chain offers students with ambition many opportunities to grow."

At Hilton Paris Opera, no working day for Beers is the same. "I am doing a duty management internship. I chose this part of hospitality because I wanted variety in my work. Although my to-do list seems the same every day, every guest is different and so is the work. As soon as I get to the office, the first thing I do is open all the systems so that everything has time to load and download." 

Then the intern runs his daily round through all departments: front desk, concierge, housekeeping, room service and bar. "Then everyone knows I am available should they need me," he says. 

Back in the office, Bieren checks which VIPs are arriving that day, what problems occurred the previous day and writes welcome cards for the important guests and determines how they will be welcomed. In between, he checks e-mail, the messaging system through which guests ask questions and answers reviews. "I also help my colleagues deal with queries and complaints. Sometimes they are not satisfied with a room, sometimes they ask for something extra. Usually they ask at reception if they can speak to a manager. Very often I can resolve the situation. That gives satisfaction." 

During the first three months of his internship in Paris, Bieren worked on the front desk because his supervisor felt it was important for him to master all the systems, learn about the day-to-day operations and 'experience' as much as possible himself. That helps him now. "I now understand why the front-desk sometimes calls in hotel management if they can't figure it out themselves. You don't learn that at school. The real world is so different from how you are taught in school. That's an eye-opener, though. At school, you are educated and learn the basics of how you treat people in luxury hospitality and what you can and cannot do. But in terms of tasks, complaints and requests, the real world is very different from school."  

Above all, what he learned in the past few months is that he must always remain professional and do his best to please everyone. "I also know now that there is a limit. There are also guys who think the world belongs to them just because they have a lot of money. Although I will continue to smile and be nice, I am above that." 

In the coming period, Bieren will spend a lot of time completing his thesis. In it, he investigates the impact of sustainable operations on guests' perception of the service quality offered. "Hilton wants to become the most sustainable hotel chain and can put my research to good use for their 'mission and vision' and the impact on the loyalty programme."  

After his studies, he wants to travel on his own for a few months, and then perhaps pursue a master's degree. "But I might also look for a 'big-man job'," he concludes, laughing.