Hotelier Awards 2018 shortlist: Unsung hero of the year
One of the most popular categories of the Hotelier Middle East Awards; we reveal the eight shortlisted candidates in the Unsung Hero of the Year category, where everyone is a winner!
Click through to find out who has been shortlisted this year...
Joey Cabrera, Outlet Manager, Crowne Plaza Duqm
Joey Cabrera's entry reveals that he is passionate about everything he does and he exerts maximum effort to provide warm, sincere and engaging service that ensures guests feel valued and that moments are turned into lasting memories. An example to support his charitable giving for good nature was displayed in December 2017 when he wholeheartedly donated his tips money of OMR 225 to help fund the surgery of a 22-year-old Filipino colleague from a sister hotel who required a prosthetic leg due to having met with an accident back home in Philippines when on vacation.
Dennies Rional Bondoc, Kitchen Artist, Fairmont The Palm
"Having made a substantial contribution to the hotels atmosphere, themed events, providing the ‘wow’ factor in restaurants and bars, and creating photo opportunity moments across the resort – it is only natural that Dennies deserves to be this year’s unsung hero," his entry states. He is a valued and talented colleague, who likes to share his passion with others constantly using his creative talents to make people smile too. He is a determined and hard worker, offering to lend a hand whenever needed and happy to work all hours of the day to support the various divisions’ needs.
Faruk Hossain, Waiter, Hilton Ras Al Khaimah Resort & Spa
Faruk Hossain joined the property as a lifeguard in 2011 and later found his passion in F&B in 2012. Despite limited speech in English language and in need of restaurant training, he continued in developing himself and converted these flaws into strengths and excelled in his department. He even volunteered to take a global english course to improve his English and continuously showed great determination. He is currently involved in driving 4DX commitments and OEX ideas showcasing his experience that he gained and developed throughout the years. In short, his entry says, "he can be portrayed as a great image of a superstar in our department with many achievements and awards and sets an example for others to follow."
Gilluz Reyes, Housekeeping attendant, Fairmont Dubai
During the first month from joining the housekeeping team, Gilluz Reyes started receiving Tripadvisor mentions from guests. Due to his humble and shy nature, his leaders became very curious to find out how he achieved so many more mentions than his colleagues. When his supervisors spoke to the guests, who constantly asked to meet the executive housekeeper to praise Reyes and take a photo with the “man behind the magic”. Not one room remains untouched by Reyes’s creativity and thoughtful gestures. Tripadvisor reviews had skyrocketed when Gilluz joined the housekeeping team, resulting in the largest number of mentions in the hotel’s 16-year history. Moreover, Gilluz’s efforts resulted in housekeeping department achieving a 98% score in the guest satisfaction survey, which is a 12% increase year-on-year. He has created a worldwide best practice, called “wow-moments” which he adapts based on every individual guest and has consequently become the mentor and role model for his colleagues.
Mohammed Jaseer, Waiter – Maui Beach and Pool Restaurant, Sofitel The Palm, Dubai
Jaseer started his career in engineering (preventive maintenance system). Having realised his passion was serving guests – he trained in the F&B department and started a new career as banquet waiter. His learning never stopped there, he further passed a training in various supporting departments for positions such as bell boy, housekeeping attendant, butcher, purchasing clerk & guest services officer in charge of amenities.
Mona Gaber, Revenue Manager, Crowne Plaza Sohar
In the last year, the hotel has lost three managers at the same time— F&B manager, front office manager and executive housekeeper. She has since shared the contribution of helping and assisting these three major departments. From time to time, she leads the front office team, checking and dealing with guest complaints and requests and making it sure that seamless service has been followed and implemented from reservation to check in until check out. She also inspects the quality of each room. She’s also looks after F&B and room revenue, analysing data and follow-up if needed.
Pedro Domingo, Assistant Executive Housekeeper, Palazzo Versace Dubai
Pedro Domingo is 68 years old, and he has contributed 38 years of his life to the success of the Dubai hospitality industry. He started his career in Dubai in 1979 at Le Meridien Hotel Garhoud, previously known as Dubai International & Forte Grand Hotel. Over the last 38 years, his contribution to the hospitality business is immeasurable. He supported the pre-opening of several properties in Dubai, such as Burj Al Arab, Jumeirah Emirates Towers, and Palazzo Versace Dubai. As a pioneer in training, he trained hundreds of people in the industry, particularly in housekeeping roles. As an assistant executive housekeeper at Palazzo Versace Dubai, Domingo was instrumental in planning and executing of initial cleaning of guest rooms, residences, public spaces, distribution of operating supplies, setting up of furniture, fixtures, and equipment, setting up of storerooms, snagging of guest rooms and conducting of on the job training.
Zeyad Mashaleh, Waiter, Mövenpick Resort Petra - Jordan
Zeyad Mashaleh has already made a mark with his exemplary attitude and numerous achievements, according to his entry nomination. A lot of impressive stories, good practices implemented by him are frequently used during the training sessions for the new employees in the F&B sector. Once, a foreign guest asked Zeyad: “Your English is brilliant. You are young and obviously highly professional. Why are you still in Petra?” Zeyad Mashaleh politely smiled at the guest and replied, “In Petra, I feel like I have a mission that makes me wake up every morning; it makes me a better person.”