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Meet Frontdesk: Guest Experience Training Manager

Meet Rachael Fields, Frontdesk’s Guest Experience Training Manager. Rachael is one of the Frontdesk OG’s (4 years and running) and even created Frontdesk’s training program! Rachael continuously embodies all of Frontdesk’s core values and is often the first impression of Frontdesk culture when it comes to the Guest Experience team. In Rachael’s free time, she enjoys studying the stars and is our very own in-house astrologist. Read more about Rachael and what she does at Frontdesk, below.

Tell us about your role, what do you do at Frontdesk?

I am currently the Guest Experience Training Manager. I am the longest-running GES on the Guest Experience team and I built and created Frontdesk’s training program from the beginning. Now, I train and onboard all new Guest Experience Specialists when they start with Frontdesk.

How long have you been working at Frontdesk?

4 years, pre-covid, as a contractor before Empower – June 2018

What were you doing before Frontdesk and what brought you here?

I came to Frontdesk with a 15+ year background in call center customer service and escalation management in the medical and prescription insurance industry. I came across this “too good to be true” opportunity that would pay me to do customer service from home. Frontdesk’s original GES, Angela, spent 2 hours on the phone convincing me it was a legit job. I’m super glad she did!

What do you enjoy most about your role?

I’m incredibly proud to have trained every GES on our current team, and I very much enjoy being their champion and their cheerleader in everything I do.

What has been your biggest learning experience since starting at Frontdesk?

Frontdesk has taught me the most about how to better communicate with all types of people. When I’m training someone the first thing I ask is “How do you best learn?” With the experience I’ve gained building and finetuning Frontdesk’s customer service training program to fit all kinds of remote learning styles, I’ve also been able to finetune how I communicate and deliver information to people internally and in my personal life.

What surprised you about working at Frontdesk?

Everyone always talks about the culture of Frontdesk. I was surprised the most by how much freedom I had in helping to create the way the company worked. Leaders had open doors and active ears to listen to all the wild ideas and suggestions that I had. It has been fascinating to watch how the company and the culture has evolved and continued to withstand the test of times. Our culture and the leaders’ ability to nurture it had a large hand in keeping us afloat during the beginning of the pandemic.

What advice would you give to new Frontdeskians?

If I had any advice to newcomers is this: Frontdesk thrives on fresh perspectives and new ideas. Don’t be afraid to ask questions or make mistakes. Mistakes are how we learn. Breathe and take it one moment at a time, there’s nothing too big we can’t solve together.

What do you like to do in your free time?

I’m a freelance graphic designer, with a special emphasis on informational design. I do a lot of digital art content for social media.  I also love listening to music. My main passion is studying and sharing my knowledge of astrology with those who are as fascinated by the stars as I am.

Favorite Frontdesk city and why? Any recommendations?

Milwaukee will always have a very special place in my heart. We only had 3 cities when I started (MKE, CLT, and IND), and I covered MKE for the first year and a half of my Frontdesk career. I was fortunate enough to be able to visit headquarters (not the one above the clinic, the current one) and meet the local group there. If I could recommend anywhere to visit, it’s Frontdesk headquarters. The people are amazing, they greet you with a hug and a table tennis match. There’s a plethora of snacks and puppies. Feeling the Frontdesk culture in the flesh, there’s nothing quite like it.

Your bucket-list place to visit?

I have always wanted to go to Greece. I find their culture and their landscape enchanting.

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