Meet Front Office Supervisor: Manuel Cossa (Polana Serena Hotel Maputo)

Today it’s my sixth profile interview where I shine the spotlight on hotel personnel at the forefront of meeting guests expectations. Manuel Cossa is a Front Office Supervisor for Polana Hotel in Maputo…let’s find out about more about his career path:

What is your name and which hotel do you work for?

My name is Manuel Daniel Cossa. I work for Polana Serena Hotel in Maputo, Mozambique.

How did you get into your current position?

I got into my current position as a result of hard work. I have earned mutual respect from both guests and workmates, adopting a general sense of responsibility, and being honest in all my work-related activities.

What were you doing before your current position?

Before being a front office supervisor I was a front office clerk.

What do you like about your job?

What I really enjoy about my job is the unique opportunities of service to everyone, including guests from different countries and diverse backgrounds; it broadens my cultural understanding and helps me to embrace cultural diversity. The prospect of meeting new people makes me look forward to waking up to my job everyday!


What is your long term goal with your career?

My ultimate career goal is to attain higher education levels in the hospitality field, which will equip me for better service and further broaden my education and understanding.

What milestones have you achieved since being part of the hotel front office team?

I have grown through the ranks to attain supervisory position. I consider this to be a milestone in my career. It is a product of hard work and patience.

How do you handle rude guests?

I live by the motto that the customer is king, so I always endeavour to remain level-headed interactions with clients. I maintain an attitude of calmness, focus and professionalism when dealing with clients, especially rude or unhappy ones.

What is your educational background?

I have a diploma in communications in business management, from Cambridge International College.

Author: Muzi Mohale

Hi there, am your host and I blog about the tourism industry in South Africa. You're also welcome to contribute your expert content on matters affecting the industry. You can reach me on muzi[at]

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