Malin Wiberg Kjellander is a shining star here at the Customer Interaction Centre where she helps guests from all over the Nordics with any questions they might have. She began her career in Front Office at Quality Hotel® and was later transferred to our headquarters.
What is your role at Nordic Choice Hotels?
I am a Client Coordinator in our Customer Interaction Centre.
How did you end up there? Tell us your story!
I started out working in the reception at the Quality Hotel Nacka in early 2019, before taking on a role as Nordic Choice Club Ambassador. Then I worked at another hotel, but when the pandemic hit, I got a job at the head office as Client Coordinator and that’s where I’ve been the last nine months.
Can you tell us about a normal day at work?
Right now I’m working from home, but otherwise the team meets at the office and we go through our emails before opening up the Customer Service. Then it’s a matter of handling cancellations, making booking changes, and answering questions about bonus points and so on. Every day is different, because there are so many different people who call us. Then we all have lunch together and at five o’clock we close the Customer Service.
We work independently, but we have group chats with the whole team as some people are located in Norway while others are in Sweden.
What is the best thing about working at Nordic Choice Hotels?
That it’s such a large chain with so many people! We’re like a big family, and people are always happy to see each other. Then I’d say it’s the possibilities of career progression. I have really had the chance to try very different roles during a short period of time. It’s just about having the right attitude. Managers are very encouraging if you want to progress throughout the organisation. And as we’re such a large chain, there are lots of paths to take!
“There are so many ways to progress. The day I choose to move on, there are so many different areas, both at the head office and in operations at one of the hotels.”
What do you think makes the culture unique?
Based on my previous experience of the hotel industry, I have learned to make every meeting or interaction with a guest as memorable as possible. You need to keep busy and do as much as possible during the day to help the guests. It may sound clichéd, but it’s true!
It’s the little things like giving some sweets to kids or writing a message on the mirror when something has gone wrong that make guests happy.
What makes you want to stay at the company?
I’d say it’s my colleagues and my managers. I think that’s the most important thing for most people, especially since everyone has been working from home.
Can you describe a typical Nordic Choice Hotels employee?
It’s all about good vibes at all times! So people are motivated, they enjoy their jobs and they want to be where they are. I think it’s visible in how people treat their colleagues, being happy and outgoing.
Please describe a typical Nordic Choice Hotels employee in three words.
Energetic, solution-oriented and creative.
What is the best thing about Nordic Choice Hotels?
That there are so many ways to progress. The day I choose to move on, I’ll be able to do that within Nordic Choice Hotels, as there are so many different areas, both at the head office and in operations at one of the hotels.