The personal touch

Please join us in a round of applause to thank the passionate individuals working hard behind-the-scenes in each of the luxury brands we represent, contributing towards an enriching and truly memorable travel experience. Everyone appreciates acknowledgement for a job well done and we would like to highlight a few dedicated personnel who look forward to welcoming you and ensuring your next journey is unique.

Creating a great first impression and being an ambassador for the hotel is a role he thoroughly enjoys. Gain a better insight into Mr Osman’s passion for his role though our interview.

How long have you been in the industry? 
I have been in the hotel industry for the past 42 years.

What inspired you to join the hotel industry? 
I am generally a very easy-going and cheerful person. I enjoy having conversations with people from different walks of life, so I decided to join the hotel industry as a good way for me to make friends and meet people from all over the world.

Can you share a little bit about your career journey so far? 
I joined The Fullerton Hotel Singapore as a doorman when they opened in 2001. Today, I’m a senior doorman and continue to welcome new guests as well as our regulars every day. Upon their arrival at the hotel, I’m usually the first person they meet. I’m happy to welcome them with warmth and hospitality.

Was there a reason you chose to stay in the industry for so long? 
The biggest reason would be the relationships I’ve formed over the years. I’ve had supportive mentors and colleagues throughout my career and to this day, I still enjoy chatting with my guests. Some of the guests I’ve met have even become my good friends. There’s also a bonus working in a hotel – there is great food to eat all the time!

Can you tell us more about your current role and what you do on a daily basis? 
As soon as I report to work, I’ll check if we are expecting any VIPs that day, and what time they’re expected to arrive. I’ll then share the information with my colleagues. We’ll all then be assigned our duties and roles for the day.

My primary role is to welcome all the guests upon arrival and create a good first impression of the hotel. I’ll also check with them during their stay if they’re having a pleasant time. If there’s anything lacking in their rooms, or if they need anything to improve their stay, I’ll relay that message to my colleagues and we’ll do what we can to fix it.

When guests leave, I will be there to bid them farewell and wish them a smooth journey home. I’ll jokingly tell them to come back and visit – and many of them actually do!

What do you enjoy most about what you do? 
I really enjoy the interaction with the guests. Although I only get to chat with them for brief moments each time, I’m glad that I get to be an ambassador and give them a taste of the special Singapore brand of warmth and hospitality.

I especially enjoy seeing guests return to The Fullerton Hotel. They’re usually excited to see me, and we’ll greet each other like long-time friends. Some of them even buy gifts for me. One time, a returning guest and his wife bought me some perfume to show their appreciation for my service.

What does it take to become a good doorman? 
The most important tip is to always wear a smile. Some guests have pointed out that I’m always smiling, and that it makes them happy to see me smile. Hearing that makes me feel pretty good and motivates me to smile even more!

You have to always be sincere in what you do, and let it come from the heart. People can tell if you are just going through the motions. I always make sure my interactions with the guests are genuine.

Some other important traits would be initiative, a good memory and patience. As doormen, we have to start conversations with guests whenever we see them, remember all the names of our guests, and keep our cool in tough situations. Doormen are usually the first and last people that guests meet at the property, and these things play a big part in guests forming a good impression of the hotel.

What has been your most memorable experience or story in your career so far?
Once I met a traveller who was passing by the hotel. He was not a guest of The Fullerton Hotel but he approached me frantically to ask for help as he was running late for his flight with only one hour to spare.

With the permission of the other guests who were waiting for a taxi, I got him a cab immediately to send him straight to the airport. The guest sent a letter complimenting me to my General Manager, thanking me for my service. Because of that letter, I was presented with an Excellent Service Award by the Singapore Hotel Association.

I’ve also met many celebrities and top dignitaries who have stayed in The Fullerton Hotel and those moments are very memorable as well.

How does it make you feel when you receive compliments from guests? 
It definitely makes me happy. But more than that, it keeps me motivated to continue providing better service.

Head Chef Mainak Das started his river cruise experience with Ganges Voyager 2 a couple of years back as a Sous Chef and is embracing the journey, continually striving to upgrade his skills. Mainak’s style of cooking focuses on simplicity, sourcing only the highest quality local and in-season ingredients to ensure the flavours do the talking. One of his creative passions is pairing each dish on his menu with the best possible wine selection. The exquisite flavour and unsurpassed quality of each dish prepared by chef Mainak demonstrate his extensive training and expertise in fine dining. Born in the small town of Krishnagar, near Kolkata, Chef Mainak graduated from catering school then gained experience working in the Gulf countries and Maldives before his role on a celebrity cruise as Chef de Partie prior to joining the dedicated Heritage team.

Shirley Esquivel Sandí has been a valued team member at Tabacón for an incredible 21 years, working as a spa therapist at the enchanting spa setting tucked away among the trees, gardens and natural hot springs. Shirley feels the rainforest setting helps spa guests find true relaxation, harmony and serenity in natural surroundings and every day it’s a pleasure to create memorable experiences for new guests. Shirley began working at Tabacón in a kitchen role in 1999 and enjoyed the challenges set by management to grow and develop her career within the company. Mario Mikowski, one of the Board of Directors encouraged Shirley to study and qualify as a therapist for the opening of the “Relaxation Center” as the spa was formerly known. Since then, Shirley has continued to expand her skills on various courses and brings a warmth and passion to her guests, colleagues and daily treatments. 

Head Chef Dannys Moraga’s culinary career began early in 2007, inspired by his mother and her love for bakery. He first steps in learning to bake were at the family bakery business. As his skills developed, Dannys took a passionate interest in traditional Nicaraguan cuisine.  After graduating from the National Hotelier Institute almost 10 years ago, Dannys sought opportunities to further develop his own creativity through respect and love for Nicaraguan cooking and ingredients. Moraga’s culinary repertoire flourished while working in a boutique hotel, where he was able to develop and refine his techniques.  A key part of the Morgan’s Rock family for almost 4 years now, Dannys continues to flourish, pleasing the palate of each guest with a fusion of Nicaraguan French cuisine.

For more information
please contact:

Europe:

Marco Rosa
marco@plateauinternational.com
Mobile +44 7973 876967

Australia and New Zealand:

Nicci Foulsham
nicci@plateauinternational.com
Mobile +61 426 246 007