Gilluz Reyes the housekeeping attendant from Fairmont Dubai was crowned the Unsung Hero of the Year 2018 at the Hotelier Middle East Awards.
The 42-year-old Reyes, who started as a pharmacist’s assistant in the Philippines in 1999, joined Fairmont The Palm team as a security guard in 2013. After a short stint in Taiwan, Reyes returned to the UAE to join Fairmont Dubai in 2017.
After only seven short months, Reyes switched to the role of housekeeping attendant and was recognised as “Colleague of the Month” award only six months from joining and at the end of 2017 was recognised as “Colleague of the Year” for his commitment to the job.
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Lovingly called “Santa Gilluz” by his colleagues, because he bought Christmas gifts for all the children on his allocated floor – from colouring books and pencils to soft toys. He also left notes alongside the gifts. With his creative approach in going above and beyond his regular duties, Gilluz has created a best practice for the Accor group, called “wow-moments” and as a result he quickly became the most-named colleague in Fairmont Dubai’s TripAdvisor reviews.
Asked what inspired him to above and beyond for the kids, Reyes said: “I have children in the Philippines and since I couldn’t give my own children any gifts during Christmas, I was drawn towards giving presents to the little ones staying on the floor that I was servicing.”
“Firstly, you need to love your job and apply that to your guests. It’s not only about giving room service but ensuring your guests are always happy and satisfied,” he added.
As for winning the award, Reyes said it’s a way to honour Fairmont Dubai for giving him the opportunity.
“It’s a great feeling and I’m so humbled because my journey in Fairmont Dubai has transformed my career - it’s not only about servicing the room but we always look at creating moments that the guests do not really expect,” Reyes told Hotelier.
Reyes received his award from A. Ronai’s managing director Gavin Dodd at the ‘Taste of India’ themed affair on October 24, 2018 at the Le Méridien Dubai Hotel & Conference Centre.
The Highly Commended nominee in this category went to Pedro Domingo, an assistant executive housekeeper from Palazzo Versace Dubai.
The nominees shortlisted in this category are:
● Dennies Rional Bondoc, Kitchen Artist, Fairmont The Palm
● Faruk Hossain, Waiter, Hilton Ras Al Khaimah Resort & Spa
● Gilluz Reyes, Housekeeping attendant, Fairmont Dubai
● Joey Cabrera, Outlet Manager, Crowne Plaza Duqm
● Mohammed Jaseer, Waiter, Sofitel The Palm, Dubai
● Mona Gaber, Revenue Manager, Crowne Plaza Sohar
● Pedro Domingo, Assistant Executive Housekeeper, Palazzo Versace Dubai
● Zeyad Mashaleh, Waiter, Mövenpick Resort Petra – Jordan