I love front office because it’s really, how can I say, in away, fun, and you can never predict what’s going to happen.... You think it’s going to be a quiet day and then the system crashes, and then you have one of the receptionists crying because the guests were shouting at them. There’s always loads of things going on and loads of fun things as well. It’s the interaction: even in difficult situations we still have a laugh and we’re joking in the back office, we have a long queue and we’re just cheering each other up. (Sophia, Italian, front desk, aged 29)