Guest Relations Manager: Charlotte Forsman
Charlotte Forsman became Gothia Towers’ Guest Relations Manager last spring – a new face for a new role.
“It’s a fantastic challenge,” she says. “I’m passionate about service, and about helping our guests and visitors. I’m here, dedicated to listening to and looking after our guests.”
The building work at Gothia Towers is nearly be finished, and the new meeting place will officially open on 6 December. Gothia Towers will soon be Scandinavia’s biggest hotel, and one of the largest in Europe.
“So it’s more important than ever before to go the extra mile for our guests,” adds Charlotte’s boss Sam Sultanovic, who is Director of Corporate Sales at Gothia Towers. “Going the extra mile means so much. The bigger we become, the more important it is to focus on the personal touch, which is why we decided to introduce the role of Guest Relations Manager. And Charlotte is perfect for the job!”
Dealing with feedback from Gothia Towers’ guests is a key aspect of Charlotte’s work.
“It’s our most important channel when it comes to making improvements,” she explains. “All feedback is fantastic, good and bad, as we can learn a lot from it.”
Club Gothia Towers, the hotel’s new loyal guest programme, takes up much of Charlotte’s time.
“I keep in contact with our loyal guests, make sure they enjoy their stay with us, arrange loyal guest evenings every Wednesday, and all kinds of other fun activities. I listen to their thoughts and opinions about us as a company. It’s incredibly rewarding.”
Charlotte explains that it’s been her goal to work at Gothia Towers for the last seven years.
“I’ve always seen Gothia Towers as the heart of the action – there always seems to be something fun and exciting going on. People from every corner of the world, spectacular events, exhibitions and fascinating trade fairs – a truly international meeting place that draws people to it!”
What’s most important to you in your role?
“Happiness. Spreading and sharing it, both with our guests and with our colleagues. Providing exceptional service is a natural part of that. And ambition – constantly striving to be better at what we do, that’s the most important thing for me.”
Charlotte’s previous role was as Deputy Reception Manager at the Grand Hotel Garden. She spent three years training to work in the hotel industry at the Hotelschool The Hague (HTH) in the Netherlands, which was founded in 1929. Her training included two six-month work placements, one at the Hilton Stockholm Slussen and the other at Mina A’Salam in Madinat Jumeirah, Dubai.
“I had a fantastic time, and I learnt so much. The main thing I learnt in Dubai was about working with different cultures and nationalities. Which is an excellent fit with Gothia Towers’ vision of becoming Europe’s most attractive meeting place, an international focus.”
Name: Charlotte Forsman
Family: Lives with her partner, Niklas
Motto: Look for the rainbow in every cloud
Interests: Horses, weight training, running (she will be taking part in GöteborgsVarvet 2015), travelling and gardening (or balcony gardening, at least)
Favourite song: Greyhound by Swedish House Mafia
Any questions or queries? Contact Charlotte: