Awards countdown: Unsung Hero of the Year

In our final instalment of the Hotelier Middle East Awards 2009 long-list announcements, we reveal the top 10 candidates nominated for the Unsung Hero of the Year award, sponsored by fino International.

An old favourite, the Unsung Hero of the Year category recognises those that have gone far beyond the call of duty and this year’s nominations uncovered employees with a 'can-do' attitude that has enhanced guest experience, resolved emergency situations and, in some cases, even saved lives.

To find out which hoteliers have made it onto the long-list, click through to the next page.

Saravanan Alagappan
Assistant housekeeping manager
Raffles Dubai

Since his first day, Saravanan has been a tremendous asset to the Raffles Dubai and especially to the housekeeping team, according to his colleagues.

“He has supervised a large team of attendants and meticulously and patiently trained them on a daily basis, covering cleaning techniques, hotel standards, behaviour, manners and even teaching them new English phrases,” says nominator PR manager Stephanie Khouy.

“Saravanan focuses on guest rooms and keeps an overall eye on public areas; a never-ending task. He handles day-to-day operations, staff briefings, manages supervisors and makes the weekly roster for the entire department without a single complaint. He is reliable, cheerful and never complains about work no matter how busy the hotel is,” she adds.

General manager John Pelling says “he certainly has all my gratitude for being such a good role model. His can-do attitude and his constant, genuine smile never fail to inspire me”.

Rakesh Kumar
Foreman — engineering department
Park Hyatt Dubai

Rakesh Kumar comes to the rescue when things go wrong, according to his colleagues at the Park Hyatt Dubai.

“Rakesh plays one of those roles that nobody takes any notice of on a day-to-day basis until something does not work; then they go looking for Rakesh,” says marketing communications manager Maria Basziszta, who nominated him.

Kumar is responsible for the guidance of the shift team, liaising with other employees, senior management, vendors and guests.

He is very familiar with all hotel operating systems and technical equipment and as foreman on duty; he holds additional responsibility for the safety and security.

“Rakesh takes pride in Park Hyatt Dubai and the equipment is maintained to the highest standards. He works extra hours and makes nothing of it. He even comes in on his days off to fix urgent issues. He is a ‘never say no’ kind of guy with a great can-do attitude,” asserts Basziszta.

Duminda Pradeep Kumara Maddumage
Hotel driver
Courtyard by Marriott & Marriott Executive Apartments Dubai Green Community

Duminda Pradeep Kumara Maddumage, referred to by colleagues and friends as ‘Kumara’ is known for going that extra mile.

“Kumara is well known as an outstanding driver who gets his guests to their destination safely and on time,” says nominator cluster marketing & PR executive Howard Liem.

Furthermore, when departments have been short staffed, Kumara has volunteered to help in his free time; cross training in F&B.

“He provides management with valuable feedback and regularly posts ideas in the management’s suggestions box. One of his suggestions implemented was the distribution of free Courtyard pens to petrol stations around the hotel as a form of advertising,” explain Liem.

“For Kumara it is always a joy to interact with his passengers and often to their surprise he turns out to be an excellent tour guide providing information on the history of Dubai, and local sights and attractions.

“Kumara is an inspiration to all of us and we are proud to have him as part of the Courtyard family. His dedication, positive can-do attitude, hard work, and never-ending smile contribute to the overall success of our hotel,” adds Liem.

Abdul Nasir
Senior security supervisor
Al Manzil and Qamardeen Hotels

As the man responsible for the safety and security of all guests and staff at Southern Sun’s Al Manzil and Qamardeen Hotels in Dubai, Abdul Nasir’s job entails tremendous responsibility.

“Nasir is 100% dedicated to his job. His efforts are particularly commendable as he has single-handedly managed this role and carried out all required duties in the absence of a security manager for the past year,” says Qamardeen Hotel general manager John Aritho.

“Nasir completes his work perfectly. His vigilance and courage have saved lives and property at the hotel on two separate occasions, when he personally put out fires in guest bedrooms,” adds Aritho.

“His dedication to his own job is only surpassed by his dedication to creating a pleasant working environment among his colleagues to enable them to perform their duties to the best of their abilities,” he adds.

Qamardeen Hotel head concierge Denver Cramer says Nasir is a good team player. “It’s easy to work with him because he is a friendly and understanding person who gets along with all workers”.

Mariol Cayanan
Hotel nurse
Dusit Thani Dubai

Mariol Cayanan’s official title is hotel nurse, but she is unofficially known by a myriad of names which including Nanai (mother), Atte (sister) and Aunty Rio.

“Rio goes beyond her duties as ‘nurse’ and makes any encounter with her a healing experience in body and mind,” says nominator PR & marcom manager Nattira Anakasiri.

“Her soothing words and genuine care are the pillars on which her personality is built. To know what great strength there is in being gentle, one must meet Rio.

Cayanan has initiated health-related training sessions for all Dusit Thani Dubai associates, is the resident dietician and played a major role in preparing the hotel for a potential swine flu outbreak.

Furthermore, her dedication extends beyond her medical duties, says Anakasiri. If there is a surge in hotel occupancy, Cayanan is among the first to roll up her sleeves and offer help to any department that needs an extra hand.

“Seeing Rio decorating the associate dining room for special celebrations or stirring a pot of stew for a colleague with a fever is just as common as seeing her attending to patients in her office.

“Her dedication and ‘from-the-heart’ service prompts even guests who are ill to love her. For someone who is normally faced with the grim side of life, Rio’s cheerfulness is a measure of her character,” adds Anakasiri.

Madelyn Coz Peralta
Sales agent reservations
Jumeirah Living World Trade Centre Residences

Madelyn (Madie) took on new responsibilities when her boss, the revenue manager, resigned, according to nominator business excellence manager Uday Menon.

Her normal routine involves handling contracts for long-term stays, updating and taking reservations, upselling, preparing and processing visa applications for guests and handling other queries and complaints.

But Madie also took ownership of revenue forecasting, yield management, monitoring competitors’ rates and occupancy, hotel websites affiliated with Jumeirah Living World Trade Centre Residences, contract handling for travel agencies and other companies, hotel promotions, rates uploading and daily and monthly revenue reports with minimum supervision.

“On most days she works additional hours and even works the weekends when needed. During the economic downturn she has focused on maximising usage of all booking channels and the close coordination with internal and external partners has made an impact on maintaining and improving business levels at the property, as well as keeping average revPAR figures either on par or above budget even in these challenging times,” says Menon.

“Her colleagues acknowledge and her motivated by her proactive, can-do spirit. She is punctual, very reliable and never lets a sale go by,” he adds.

General manager Julie Shields says “the role she is handling at the moment is well above what she was employed to perform, but she has taken on the challenge with a huge amount of passion and drive and results speak for themselves”.

Ivy Dela Cruz
Hotel nurse
Crowne Plaza Abu Dhabi

Ivy Dela Cruz has been recognised as a ‘lifesaver’ at the Crowne Plaza Abu Dhabi, putting her on the long-list for Hotelier’s Unsung Hero award.

“On one occasion, a guest suffered from a heart attack and she managed to keep the guest awake and conscious until the ambulance arrived,” explains Human resources director Sabah Navel, who nominated Cruz.

On another, a hotel guest suffered from sudden bleeding between the brain membranes. Having fully recovered he wrote to the hotel saying Cruz “helped me not to faint, gave me medication to lower my blood pressure and called the ambulance.

“She accompanied me to the Sheikh Khalifa Medical City and stayed until my condition was stabilised. I remember her as decisive, without hesitation and extremely concerned. She probably was an important factor helping me to survive this event”.

Cruz has also stepped in to help other departments. When the hotel’s HR coordinator resigned at short notice, Ivy took on the role, supporting the department until a replacement was found and another time she volunteered to assist the executive chef on his daily administration work

In addition, she has decreased sick leave by 10%, having established a database to track the root cause of staff medical matters, adds Navel.

“Ivy is a great asset to both the hotel and the human resources department, she has saved the life of two guests by going beyond the call of her duty, provided the right first aid and follow-up,” he says.

Rishi Ram Giri
Steward
Doha Marriott Hotel

Rishi Ram Giri’s unfaltering dedication to the hospitality industry has earned him a place on Hotelier’s longlist.

Having discovered there had been a landslide in Nepal, which meant his village had probably been washed away by mud and debris, Rishi continued working until his shift was over and his area and responsibilities were complete.

Later that night, Rishi was informed that his whole family was missing. Unable to reach his family or neighbours, Rishi returned to work the following day only to later receive confirmation and the heartbreaking news that his entire family was victims of the landslide.

With the help of his colleagues and friends, Rishi immediately returned to Nepal to pay his last respects to his family. After several months of grieving and trying to decide his future, Rishi came back to Doha Marriott.

“Such dedication and internal strength is rarely seen. From day one, Rishi proved himself as a hard worker who never looked at the clock to strike the last hour, but ensured that every duty delegated to him was done properly,” says nominator Executive secretary / PR & marketing communications manager Jennifer Schlicht.

Suja Kuriakose
Babysitter
Jumeirah Beach Hotel

As babysitter at the hotel’s Sinbad’s Kids Club, Suja Kuriakose consistently delivers an exceptional guest experience, according to director of sports & leisure Ian Phillips, who nominated her.

Up to 90% of Suja’s bookings are made at least nine months in advance; highlighting her popularity with guests and the trust that they have in her, says Phillips.

“She has a genuine love of children and uses her experience and passion to deliver a truly exceptional level of service in an incredibly professional manner. Her natural talent puts parents at ease.

“And Suja’s flexible approach to her work is incredible and she regularly changes her day off to accommodate guests’ requirements, showing her flexibility,” he adds.

Referred to as Mummy Suja, Kuriakose has also had great feedback from guests, who have written letters saying “we wanted to say how wonderful Suja has been while we have been on holiday. She is an asset to your hotel and we can understand why guests book her year after year.

And “we would trust Suja with our girls anytime. She was fantastic. She made our children feel very safe & happy”.

“Her reputation amongst guests and colleagues speaks for itself,” adds Phillips.

Pinaki Chatterjee
Cluster occupational health & safety manager
Hilton Dubai Jumeirah

Pinaki Chatterjee is a man of many talents; in his young yet varied career history, he has held a microscope, a ladle and a clipboard, says nominator public relations manager Sana Khan.

Having studied microbiology, Chatterjee started his hospitality career in the kitchen rising to the position of chef de partie. He then went on to become cluster hygiene manager and finally found his calling as cluster occupational health and safety manager.

“Pinaki possesses the right ingredients of science, creativity and process management expertise. His unique experience and skills have created the perfect storm of qualities.
His job is to identify and pre-empt all types of accidents that can occur on hotel premises, from food-poisoning to disaster management,” says Khan.

“He has been the sole engineer for all accident studies, risk analysis and health and hygiene safety protocols. With threats such as swine flu looming in the region, Pinaki took it upon himself to create a Pandemic Response Task Force that could be set into motion at any moment, alleviating the burden of worst-case scenarios from the shoulders of higher management.

“He has also championed the cause for a sustainable operational culture at our properties; he is currently working on setting up a recycling system that will enable hotels to recycle around 60% of all paper, plastic, glass and even cooking oil, which can be used in industrial applications,” adds khan.