Luxury hospitality is built on the smallest details — from anticipating a guest’s needs to creating memorable experiences and delivering exceptional service at every touchpoint. For Johnson & Wales University Hospitality Management major Anthony Regna ’28, those principles came to life every day during his summer internship at The Chanler at Cliff Walk, where he gained firsthand experience at one of New England’s premier luxury hotels in Newport, Rhode Island.

As a guest services agent intern, Regna worked at the heart of the guest experience, interacting with guests before they arrived and supporting them throughout their stay. “A typical day at The Chanler includes both reservations and concierge responsibilities,” Regna said. “As a guest services agent, my primary responsibility is providing every guest and visitor with a Forbes Five-Star level of service.” The Chanler’s Forbes Five-Star rating is a prestigious distinction in the hospitality industry, selectively given to luxury hotels, cruises and spas that pass up to 900 rigorous standards. 

With such high standards to maintain, much of Regna’s work began long before check-in. He answered reservation inquiries by phone and email, helped guests plan personalized itineraries and coordinated with multiple departments to ensure every stay was smooth. He also prepared daily operational reports and shared important updates with colleagues across the hotel. 

Due to the hotel’s small size, every interaction has the potential to leave a lasting impression. “Building personal connections with guests comes naturally and is part of my daily routine,” Regna said. “During the pre-arrival stage, we help guests plan personalized itineraries to ensure a seamless stay.” 

These itineraries often consist of classic Newport activities such as boat rides on the bay, exploring vineyards, touring the mansions and enjoying the food scene in downtown Newport or on property at Cara or Remy’s Loose.  

“Curating a guest itinerary is much like planning a day out on the town for yourself with the end goal of having the best experiences catered towards personal interests,” says Regna. “We connected with guests in the weeks prior to their arrival to introduce ourselves and discuss recommendations for any of their needs during their stay. Working alongside travel agents, assistants or directly with guests, we ensure all their needs are arranged and fulfilled to the highest standard prior to their arrival.” 

That type of planning can come with challenges, such as making sure establishments or experiences have availability that aligns with the guest’s stay. 

“When a guest requested a particular experience on dates they are not offered, it was our responsibility to find the best possible alternative or adjust,” Regna explains. “In one case, I remember a lovely couple interested in a private tennis lesson with a pro at the International Tennis Hall of Fame. Unfortunately, their stay fell on availability blackout dates for the venue. To find the next best alternative, I researched local tennis pros in Newport and discovered a gentleman offering private tennis lessons as a former pro and teacher at the International Tennis Hall of Fame. The guests were excited to have been offered an alternative, decided to confirm the tennis lesson, and ended up having such an exceptional time they booked a second lesson for the following day.” 

That level of individualized service is exactly what attracted Regna to the internship in the first place. 

“The Chanler’s unique identity as a 20-room boutique hotel combined with its Forbes Five-Star rating was what initially drew me to the internship,” he said. “In hospitality, the guest experience is the highest priority, and the intimate size of the property allows staff to create meaningful, personalized interactions with every guest.”  

The property’s breathtaking location was also a huge factor in his decision to work with The Chanler. “The hotel’s location stood out to me — it’s a beautiful property sitting at the beginning of the Newport Cliff Walk with views overlooking Easton’s Beach and the ocean.” 

Although every day brings new guests and new experiences, Regna says this unpredictability is something he’s well prepared for, thanks to his education at JWU. “My coursework gave me a strong foundation in guest service, tourism and hospitality technology,” he said. “Classes prepared me for guest interactions and service recovery, helped me understand hotel property management systems and gave me insight into tourism trends that I reflect on while assisting guests in concierge responsibilities.” Whether communicating across departments, navigating luxury guest expectations or finding personalized solutions, Regna continually applied the skills he developed on campus while learning from experienced hospitality professionals. 

“My coursework gave me a strong foundation in guest service, tourism and hospitality technology.”

Regna will carry the lessons he’s learned from this internship throughout his future education and career. “The biggest lesson I’ve learned is the importance of consistently delivering the highest quality guest experience,” Regna said. “This internship has also strengthened my understanding of luxury hotel and resort operations, and I hope to continue expanding my knowledge across different departments as I build my career in hospitality.” 

The experience reaffirmed Regna’s passion for luxury hospitality and showed him what excellence truly looks like. It’s also an opportunity he believes other Wildcats should consider when it comes to broadening experience within the hospitality world. “While the commute can be challenging at first, I would recommend this internship to any hospitality-focused student who is interested in luxury hospitality and wants to gain full-time, hands-on experience,” Regna said. “It provided excellent exposure to Forbes Five-Star service standards and allowed me to gain both operational and guest service skills.” 

Author Mason Hemsley ’26 is a Fashion Merchandising & Retailing major and worked as a student assistant at JWU, contributing to JWU News.

Banner photo courtesy of Ajay Suresh.