Internship Spotlight: Laura Kissane

Name: Laura Kissane

Major: Hospitality Management & Tourism

Expected Graduation Date: December 2017

Internship Location: MFS Investment Management in Boston, MA

Please describe your typical day as an intern:

My day can vary depending on the things we have going on in the office at the time. However, a typical day involves setting up client meetings with supplies, food and drinks; creating the agendas for client meetings; creating, editing and putting together client books; greeting clients; helping run events; attending meetings; and making the lives of everyone I work for easier in any way that is necessary.

How are you using and applying classroom knowledge in your internship?

I have used a lot of my customer service, organization and event planning skills that I have learned through HMT classes for my internship. At MFS, they really strive to make their clients happy so I have utilized my service skills in order to help with this. I am always thinking about the things I have learned about customer service in my classes while I am working with clients. Asking if you can get them anything, always having a smile, and always being polite and professional. I have helped set up and run some events during my time here as well. The skills that I have learned in the Event Management class have really helped me with this. I learned the skills needed to do this task such as attention to detail, organization and creativity. I always make sure that rooms and events are set up in an appealing matter.

What is one key thing you have learned during your internship?

I have learned during my internship to always know your clients/customers. MFS has a lot of different clients and each of them is cared for uniquely. One example would be when we had Japanese clients come visit our office in Boston. I learned that we need to set the meeting room up very differently for them. Not only do we give each Japanese client a gift when they come, but we also need to set the highest ranking person furthest away from the door during meetings. This is very different as we usually have clients sit close to the door, facing the view of the city. I also learned that if they happen to offer you their business card, you need to take it with both hands, look them in the eye and say "thank you". It is truly special to learn about all the different cultures and what they expect but I find it unique and important that companies adapt their way of doing things for them. It makes each client feel special and appreciated. This is by far the key thing I have learned during my internship. The little things really do matter.

If you could share one piece of advice for other students who are preparing to complete an internship, what would it be?

Be early, be focused, be happy. I always tried to be early to work or meetings so I could prepare myself and get ready for the day. However, I commuted to work, and when things went wrong on the train, it was out of my control. If I was ever late, I made up for it by taking a working lunch at my desk or staying a bit later. Secondly, it is important to be alert and ready for work. No one appreciates having to repeat things to you because you weren't paying attention the first time or feel like they can't ask you to do things because you aren't awake enough. Be focused on your goals and tasks and enjoy learning new things and meeting new people; it is by far the best way to get the most out of your experience. Lastly, be happy. I cannot tell you how many times people have commented on the fact that I am always smiling. It brightens other peoples’ day and makes you feel happy. Smiling goes a long way.