HOTELIER AWARDS 2013: Concierge Finalists Revealed
With just one month to go until the Hotelier Middle East Awards are held at the world’s tallest hotel, JW Marriott Marquis Dubai on October 30, it is time to unveil the shortlist.
In total, 90 hoteliers across 18 individual awards categories have been shortlisted, along with five hotel teams for the coveted Team of the Year Award.
Here we unveil the finalists for the Concierge of the Year Award, one of the most competitive categories historically, which was last year won by Gerardo Gabat from Kempinski Mall of Emirates.
Joseph Verschuren, assistant manager concierge, Grand Hyatt Dubai
ABOUT JOSEPH
Joseph Verschuren previously worked for a tour operator in Amsterdam before joining Hyatt Regency Dubai & Galleria as guest service officer in 2010. He has since progressed up the ranks, promoted to assistant manager concierge at Grand Hyatt Dubai in 2012, responsible for managing, training, developing and scheduling the concierge department including bellmen, doormen, valet and concierge.
WHY WAS HE NOMINATED?
Due to associate movements within the hotel, Joseph was appointed to lead the entire concierge team as assistant manager, overlooking a team of over 50 employees, for the last seven months. Joseph has taken the initiative on a range of projects, including introducing measures to control guess newspaper requests to achieve multiple goals of saving the environment plus reducing cost of newspapers. He improved employee engagement from 8 out of 10 to 9 out of 10 and achieved target guest satisfaction scores.
WHAT DID HIS TEAM SAY?
“ I am so happy that Joseph is my manager, because is friendly and always smiling. He takes good care of our team and asks about our family and life in Dubai. I have learnt many useful things from him such as how to talk to guests from different cultures and how to present myself better.” Selva Kumar, Bell Attendant
WHAT DID HIS GUESTS SAY?
“Many thanks to Joseph Verschuren for everything. Joseph took the time to listen to our concerns and most importantly took action were needed. It must be a great pleasure for the hotel management to have an employee like Joseph. I travelled to Dubai with my family of 25 relatives and he made sure we were all comfortable.” Abdullah Ibrahim
Please click through to next page to find out who else is shortlisted…
Erwin Rachim, chief concierge, Sofitel Abu Dhabi Corniche
ABOUT ERWIN
Erwin Rachim started his concierge career in 2004 at a Dubai five-star hotel. He became a member of Les Clefs d’Or in 2010 and was elected Abu Dhabi coordinator for Les Clefs d’Or UAE. For the past three years he has co-ordinated Abu Dhabi clefs d’or members participation in the Terry Fox run for cancer awareness.
WHY WAS HE NOMINATED?
Erwin is a charismatic hotelier, dedicated to guest service, is an enthusiastic trainer with his team and colleagues, and is passionate and completely committed to Le Clefs d'Or. Achievements this year include a focus on increasing leisure guests through arranging shuttle services to Abu Dhabi’s tourism attractions, generating more revenue from the limousine service and representing the Sofitel brand at the Clefs d’Or international congress.
WHAT DID HIS TEAM SAY?
“Erwin is a very dedicated Head of Department, guest and detail oriented, always trying to do the extra mile service, from the heart. He is a good trainer, always concerned by his team. He is a real Ambassador for the Sofitel brand and an authentic Les Clefs d'Or Concierge representing all their values” Mayka Rodriguez – Director of Rooms Division – Sofitel
Please click through to next page to find out who else is shortlisted…
Shetty Kottakki Harshavardhana, Bell Captain, Hilton Al Ain
ABOUT SHETTY
Shetty (known as Harsha) started his career in the hospitality industry in 1998 as a room attendant in India and joined Hilton Al Ain in 2000. In 2008 he was promoted as bell captain and he has been nominated more than once as “Team Member” of the month and he was chosen as ‘Team Member of the year’ in 2010.
WHY WAS HE NOMINATED?
Hilton Al Ain does not offer valet parking, but Harsha enrolled himself in a driving institute so he could get his licence and assist guests as a valet. For Harsha there are no limits when helping people; he’s running sight seeing tours for leisure guests and conducting city knowledge training to the Front Office team to enhance team member awareness about city events.
WHAT DID HIS TEAM SAY?
“Harsha’s is a person who likes to learn new things; he likes to be aware of what is happening around him in order to know how he can contribute with his team. More than once he has done much more than what is expected from him, his support to the guests and the relationship he builds specially with our long term guests is very special, they feel comfortable talking to him and they trust him, what is even more important.” Mohamed Khedr, Assistant Front Office Manager
WHAT DID HIS GUESTS SAY?
“I would like to highlight Harsha, for his continuous excellent service, even when he has to stand outside in a 45C heat to welcome guests. He is a real asset to this hotel. We had issues with our car but the concierge of duty (Harsha) was there to help us.” TripAdvisor
Please click through to next page to find out who else is shortlisted…
Antonio Lobo, driver, Crowne Plaza Dubai
ABOUT LOBO
Antonio Lobo began his career at Taj Resort & Spa in Goa in 1982 before moving to Bahrain and then Dubai. He has held a Bahrain and UAE driving licence for the past 21 years.
WHY WAS HE NOMINATED?
Lobo minimizes the hotel’s regular transportation expenses for crew shuttles by more than 90% by initiating extra time over his regular duty timings. In order to stay alert in his job, he offered to do split shifts instead of straight hours. He is very sincere about his job and very helpful not only in his own department but also to others. Lobo is very knowledgeable about Dubai; he is a full concierge in the car for the passenger and coaches the new bell boys and doormen so that they can answer guest queries better.
WHAT DID HIS TEAM SAY?
“I have known Antonio Lobo for nine years. During this time, I have found Antonio to be very hard working, sincere and willing to go the extra mile to ensure that our work is completed. Over these few years, every year when organizing the colleagues annual staff party, I work closely with him. Collecting vouchers from over 50 hotels in Dubai is no easy task, and Antonio has been my support in ensuring this is done perfectly.. We never get "no" for an answer from him. He is a pleasure to work with.” May Bhamburkar, PA to Regional General Manager – Crowne Plaza Dubai – Deira
WHAT DID HIS GUESTS SAY?
“I am a Captain for FedEx who regularly travels to Dubai and around the world. Recently I had a situation where a CrownE Plaza employee gave exemplary service and should be recognized. On the 8th of May I flew from Paris to Dubai. Due to a situation with my First Officer's paperwork, we had to remain at the airport an unplanned two and one half hours past our scheduled arrival. I phoned the Crowne Plaza to inform them of our delay, so the driver could return to the hotel if necessary. Instead driver Antonio Lobo did not leave us at the airport—he waited over two hours to pick us up and carry us to our layover hotel. Antonio Lobo is always courteous and helpful. He offers a smile and a handshake in any situation, and was extremely kind and professional about this delay. From traveling the globe, I recognize a responsible professional when I meet him and Antonio Lobo is one of the best. Please recognize him for his service and his leadership potential.” Thank You, David A. Anderson
Please click through to next page to find out who else is shortlisted…
Mekonnen (Mike) Getachew, assistant chief concierge, Radisson Royal Hotel Dubai
ABOUT MIKE
Mike joined Radisson Royal Hotel Dubai in 2010 as bell captain and completed cross training as a concierge agent. He also engaged with the Dubai concierge community and completed further training in order to be promoted to assistant chief concierge in October 2012.
WHY WAS HE NOMINTAED?
Mike has a great reputation within the team for his respectful approach, his honesty and integrity. He is a Tripadvisor and Medallia (guest feedback questionnaire) star with many positive mentions about him and was awarded the “Best Head Concierge of 2012” in the Concierge Competition organized by Department of Tourism and Commerce Marketing in December 2012.
WHAT DID HIS TEAM SAY?
“Mike is a great colleague who is friendly and active, who shows attention to details and carries the Yes I Can! spirit. The way he welcomes the guest, listens to their questions and recommends is exceptional. He is also a great support for our department. Every time we have last minute requests from transportation arrangements to delivery requests, from special bookings to interview requests, he is the one who handles those with pleasure” Mohamad Negro, Marketing & PR Executive, Radisson Royal Hotel Dubai
WHAT DID HIS GUESTS SAY?
“During my stay, concierge and reception was absolutely brilliant. I would like to thank Mike from the concierge as he has been the best out of them. Mike has helped me to find my way around Dubai as I was new in the city. He has been a great help when I lost my mobile phone, which had a lot of work related data. I would like to thank him for his professionalism during my stay and making feel like he knew me on personal level.” Guest name confidential