Wednesday, September 10, 2008
Work in Progress
0130hrs
It's been 3 months since I've joined Traders KL. So far am enjoying every moment of it. In fact,I feel a similar sense of enthusiasm as I felt when I was a Concierge waaay back in Shangri-la, my very first hotel. Though a bit more challenging on my managerial skills aspect, but definitely enjoying it....so far.
It felt like from the first day I stepped in the hotel I have been given endless challenges and projects to handle in my mission to revamp the Concierge team. If not a request from the management to develop new strategies and projects, the challenges come from the staff, and also the equipments or the facilities that we provide to guests for their conveniences. However, Alhamdulillah, although I did face a few moments of ALMOST failure, I think now the situation is much more calmer and settled down...
The two biggest project that I was directly involved which I am very proud of are:
1. The planning and the implementation of the temporary taxi shuttle service system to support the current 2 months closure of our world famous skybar and pool due to some 'CHANGE' process. This is to allow guest to use an alternatie pool option in our sister property, by going through a hassle-free Taxi shuttle service to transport them, which is solely controlled by he Concierge team.
2. The approval of my suggestion for a hotel sponsored 'Dine-Around' Training program developed to allow my team to try out restaurants to gain first hand dining experience so that they would be better in making restaurant reservations to guests.
Just earlier this evening I launched the first experience with 4 other team members to try out a famous Malaysian restaurant not too far from our hotel. Now to follow-up with their survey form and to test their ability to share and recommend what they experience.
So far, as I always do, I am taking the challenges as they come, and whenever it is a bit more quieter, I try to anticipate and find more new projects for improvements.
Wish me luck!
It's been 3 months since I've joined Traders KL. So far am enjoying every moment of it. In fact,I feel a similar sense of enthusiasm as I felt when I was a Concierge waaay back in Shangri-la, my very first hotel. Though a bit more challenging on my managerial skills aspect, but definitely enjoying it....so far.
It felt like from the first day I stepped in the hotel I have been given endless challenges and projects to handle in my mission to revamp the Concierge team. If not a request from the management to develop new strategies and projects, the challenges come from the staff, and also the equipments or the facilities that we provide to guests for their conveniences. However, Alhamdulillah, although I did face a few moments of ALMOST failure, I think now the situation is much more calmer and settled down...
The two biggest project that I was directly involved which I am very proud of are:
1. The planning and the implementation of the temporary taxi shuttle service system to support the current 2 months closure of our world famous skybar and pool due to some 'CHANGE' process. This is to allow guest to use an alternatie pool option in our sister property, by going through a hassle-free Taxi shuttle service to transport them, which is solely controlled by he Concierge team.
2. The approval of my suggestion for a hotel sponsored 'Dine-Around' Training program developed to allow my team to try out restaurants to gain first hand dining experience so that they would be better in making restaurant reservations to guests.
Just earlier this evening I launched the first experience with 4 other team members to try out a famous Malaysian restaurant not too far from our hotel. Now to follow-up with their survey form and to test their ability to share and recommend what they experience.
So far, as I always do, I am taking the challenges as they come, and whenever it is a bit more quieter, I try to anticipate and find more new projects for improvements.
Wish me luck!
Monday, July 28, 2008
New Job
Monday: 28 July 2008 - 0500hrs
It feels good to be back!!!! Yup! 7 months since my last blog entry, (how time flies!!!) and so many things had happened!!
Firstly, I have since May 31st, left my post as a Duty Manager in Westin and am currently an Assistant Front Office Manager of the Traders Hotel Kuala Lumpur. It was really a surprise phone call from Traders one fine Friday evening to invite me for a chat and drink at their world-famous 'SkyBar', and the next thing I knew, I tendered my resignation and here I am today...an AFOM. An offer I can't resist. I quote a Malay saying, "rezeki jangan ditolak..." Alhamdulillaah.........
So now, I'm back with the Shangri-la group...and why did I take up the offer? Well, one, of course is the promotion to an AFOM, which means a good pay package, but the biggest bait for me to be 'hooked' and 'pulled-in' onto the Traders boat was the opportunity to get my feet back into the Concierge Desk. Apparently, the hotel has not had a long term experienced Concierge manager or chef concierge to run the department since their opening about 2 years ago. So, they have put the whole Concierge under my care...in other words, I'm doing a Chef Concierge's job while holding the post as an AFOM. Good one....
Well, so far, I am beginning to make changes here and there, based on the limited experience and know how that I have. It's a good feeling to be able to share and groom the team towards being an efficient Concierge team, but of course it is rather challenging too! But so far, am enjoying every single moment of it, thanks to the strong support I have from my immediate bosses....
The Les Clefs d'Or gang is also very supportive of me in my new role. Some of them are even advising me to persuade my bosses to change my title to 'Chef Concierge' or 'AFOM-Concierge' so it would give me an opportunity to gain my full membership (full keys)...but unfortunately due to hotel system and strict job title standards and guidelines, it's a big No-No....So now I'll have to just be thankful that I have been given the opportunity to run the show again...
Apart from fully running the Concierge team, I will also have to buck on my Front Office managerial skills and knowledge as in the absence of my FOM, I too will have to oversee the whole Front Office administration..now that is something I have never seen myself do, but where I am now, I'm half way there...so gotta really LEARN the tricks of the trade!!!
It feels good to be back!!!! Yup! 7 months since my last blog entry, (how time flies!!!) and so many things had happened!!
Firstly, I have since May 31st, left my post as a Duty Manager in Westin and am currently an Assistant Front Office Manager of the Traders Hotel Kuala Lumpur. It was really a surprise phone call from Traders one fine Friday evening to invite me for a chat and drink at their world-famous 'SkyBar', and the next thing I knew, I tendered my resignation and here I am today...an AFOM. An offer I can't resist. I quote a Malay saying, "rezeki jangan ditolak..." Alhamdulillaah.........
So now, I'm back with the Shangri-la group...and why did I take up the offer? Well, one, of course is the promotion to an AFOM, which means a good pay package, but the biggest bait for me to be 'hooked' and 'pulled-in' onto the Traders boat was the opportunity to get my feet back into the Concierge Desk. Apparently, the hotel has not had a long term experienced Concierge manager or chef concierge to run the department since their opening about 2 years ago. So, they have put the whole Concierge under my care...in other words, I'm doing a Chef Concierge's job while holding the post as an AFOM. Good one....
Well, so far, I am beginning to make changes here and there, based on the limited experience and know how that I have. It's a good feeling to be able to share and groom the team towards being an efficient Concierge team, but of course it is rather challenging too! But so far, am enjoying every single moment of it, thanks to the strong support I have from my immediate bosses....
The Les Clefs d'Or gang is also very supportive of me in my new role. Some of them are even advising me to persuade my bosses to change my title to 'Chef Concierge' or 'AFOM-Concierge' so it would give me an opportunity to gain my full membership (full keys)...but unfortunately due to hotel system and strict job title standards and guidelines, it's a big No-No....So now I'll have to just be thankful that I have been given the opportunity to run the show again...
Apart from fully running the Concierge team, I will also have to buck on my Front Office managerial skills and knowledge as in the absence of my FOM, I too will have to oversee the whole Front Office administration..now that is something I have never seen myself do, but where I am now, I'm half way there...so gotta really LEARN the tricks of the trade!!!
Saturday, December 01, 2007
Conciege Get-together...
Last night was the first Les Clefs d'Or meeting in months since I left Shang. It was my first meeting since I left the 'desk' to take this post as a duty manager. Unfortunately, due to my shift, I was unable to attend the actual sit-in meeting at 5pm, but managed to catch up with the guys for dinner. The venue for the meeting-cum gathering was at the Palace of the Golden Horses.
As soon as my shift ended at 7pm, I zoomed off (or rather, crawled, bumper to bumper) after a brief handover to my night shift manager and arrived at the Palace at around 8.30pm. The traffic was so bad, and I was so afraid that I might have been too late to attend the function. It seemed like forever to get there, and when I finally saw the huge illuminated, Vegas-styled signage saying "Welcome to the Palace of the Golden Horses", I sighed a sigh of relief.
As I entered the lobby, I was met up by Nanda, the current Head of Concierge for the host hotel (Michael Lee, the previous Chef Concierge had left earlier this year to join a hotel in the ever-blooming Macau, the Vegas strip of Asia). Together with Evelyn, the new Concierge Manager of the Sheraton Imperial, we were ushered to the lake jetty where we were taken on a brief round the lake tour.
That was where I met my so-called predecessor, Adi, the new Concierge Manager for my old hotel, Shangri-la. It was kind of an odd moment for I guess both of us, as it seemed as if we were both trying to impress each other, but in a very subtle manner. There was not much to say but to exchange our view of the Limousine supplier for Shangri-la, and whether the Resident Manager there was still breathing down the necks of the Concierges.
The dinner was held in the hotel's Indian restaurant, SAGAR, and as usual, the whole gang will immediately grab a seat and chow down. It was buffet style, o imagine having Northern indian cuisine in an all you can eat manner! Unfortunately I was unable to sit the same table with Lim and Adi, but I managed to sit at the so-called main table, with most of the Excom members. Although personally I felt out of place (due to me not being a full time Concierge any more) everyone was warm and as ever welcoming towards my presence. That felt good. In fact, it made me miss being a Concierge even more!
I realised too that there were quite a number of new faces. Some came all the way from Awana Genting. And there was also some new guys from Sunway. It's good to se some new blood in the society. Hopefully they're not the type who just show up for one or two meetings, and then disappear!
According to Ragu, (CC of Prince Hotel/Acting President of the Society) there'll be a meeting next month, probably the AGM. I'll try my best to be there!!
As soon as my shift ended at 7pm, I zoomed off (or rather, crawled, bumper to bumper) after a brief handover to my night shift manager and arrived at the Palace at around 8.30pm. The traffic was so bad, and I was so afraid that I might have been too late to attend the function. It seemed like forever to get there, and when I finally saw the huge illuminated, Vegas-styled signage saying "Welcome to the Palace of the Golden Horses", I sighed a sigh of relief.
As I entered the lobby, I was met up by Nanda, the current Head of Concierge for the host hotel (Michael Lee, the previous Chef Concierge had left earlier this year to join a hotel in the ever-blooming Macau, the Vegas strip of Asia). Together with Evelyn, the new Concierge Manager of the Sheraton Imperial, we were ushered to the lake jetty where we were taken on a brief round the lake tour.
That was where I met my so-called predecessor, Adi, the new Concierge Manager for my old hotel, Shangri-la. It was kind of an odd moment for I guess both of us, as it seemed as if we were both trying to impress each other, but in a very subtle manner. There was not much to say but to exchange our view of the Limousine supplier for Shangri-la, and whether the Resident Manager there was still breathing down the necks of the Concierges.
The dinner was held in the hotel's Indian restaurant, SAGAR, and as usual, the whole gang will immediately grab a seat and chow down. It was buffet style, o imagine having Northern indian cuisine in an all you can eat manner! Unfortunately I was unable to sit the same table with Lim and Adi, but I managed to sit at the so-called main table, with most of the Excom members. Although personally I felt out of place (due to me not being a full time Concierge any more) everyone was warm and as ever welcoming towards my presence. That felt good. In fact, it made me miss being a Concierge even more!
I realised too that there were quite a number of new faces. Some came all the way from Awana Genting. And there was also some new guys from Sunway. It's good to se some new blood in the society. Hopefully they're not the type who just show up for one or two meetings, and then disappear!
According to Ragu, (CC of Prince Hotel/Acting President of the Society) there'll be a meeting next month, probably the AGM. I'll try my best to be there!!
Friday, October 05, 2007
Cops and Robbers, Police and Thief...
5 months into my new role as a hotel duty manager....challenging? Hell yeah....It's tough when you are dealing with very demanding guests, and it's worst when at times we do not meet their expactations, and the recovery process gets more complicated....But Alhamdulillah, so far, though it has not been that smooth, I have managed the sitations well, thanks to the support from my fellow colleagues and my superiors...It's a very learning experience...it builds you to handle really delicate situations and forces you to make really good and called for decisions at that very moment....
What have I encountered so far? Let me see...we just had the Middle Eastern Season for about three months where the hotel was running full almost every single day. Due to this, there were some days where we had to 'relocate' guests to other hotels due to overbooking...try telling a traveller after traveling 13 hours that there is no room for him, and he'll have to be 'relocated', though on the hotel's bill, to another hotel! Guess what 'nice' words he'll as his reply!
There was also the case where one of the rooms got badly flooded due to a burst pipe in the kitchenette's sink....It was like a 5-star paddy field!
Then I had this other case when a guest claimed to have lost money in his locked in-room safe...He was so upset that he wanted to go and yell in the lobby saying that there's a thef in the hotel so al the other guests will check out and not stay with us!
But I think nothing will beat the incident that happened just 2 days ago...it was REALLY an experiece to cherish! What happened was, a day earlier, the hotel, or rather one of the outlets was struck by a fraud credit card syndicate. Two gentlemen calmly walked into the outlet and bought bottles of wine at RM2200 each. The card swipe went smoothly and they walked out, cool as a cucumber (just like in Ocean's Eleven or Twelve, or Thirteen...). Two hours later, the bank called and alerted us that the card used was a fake. Everyone went berserk! But guess what? The next day, the two culprits turned up again (!) and went back to get some more wine. Of course, by now the staff had been briefed and some of them even recognised them from the day before. So, the outlet manager alerted me, and soon, it was like CSI-Las Vegas-SWAT in the hotel!!! After monitoring them from afar while they were being stalled by the Sommelier, their Spidey-senses suddenly tingled and they began to slowly make an escape. One of them coolly walked out (passing by me!) of the hotel. I quickly ordered the security guy beside me to run after him, but he was faster and got away. The other who tried to act cool, was apprehended by the other security personnel and was brought up to one of our function rooms for questioning. The police was called and soon, we all saw him being walked away with his hands cuffed into the patrol car...what a day! If only I had the authority to jump on the other guy before he ran away, then we would have got both of the dumb-dumbs...Later we found some credit cards and a passport that was previously flushed down the toilet in one of the men's room by the apprehended suspect. V for VICTORY!
What have I encountered so far? Let me see...we just had the Middle Eastern Season for about three months where the hotel was running full almost every single day. Due to this, there were some days where we had to 'relocate' guests to other hotels due to overbooking...try telling a traveller after traveling 13 hours that there is no room for him, and he'll have to be 'relocated', though on the hotel's bill, to another hotel! Guess what 'nice' words he'll as his reply!
There was also the case where one of the rooms got badly flooded due to a burst pipe in the kitchenette's sink....It was like a 5-star paddy field!
Then I had this other case when a guest claimed to have lost money in his locked in-room safe...He was so upset that he wanted to go and yell in the lobby saying that there's a thef in the hotel so al the other guests will check out and not stay with us!
But I think nothing will beat the incident that happened just 2 days ago...it was REALLY an experiece to cherish! What happened was, a day earlier, the hotel, or rather one of the outlets was struck by a fraud credit card syndicate. Two gentlemen calmly walked into the outlet and bought bottles of wine at RM2200 each. The card swipe went smoothly and they walked out, cool as a cucumber (just like in Ocean's Eleven or Twelve, or Thirteen...). Two hours later, the bank called and alerted us that the card used was a fake. Everyone went berserk! But guess what? The next day, the two culprits turned up again (!) and went back to get some more wine. Of course, by now the staff had been briefed and some of them even recognised them from the day before. So, the outlet manager alerted me, and soon, it was like CSI-Las Vegas-SWAT in the hotel!!! After monitoring them from afar while they were being stalled by the Sommelier, their Spidey-senses suddenly tingled and they began to slowly make an escape. One of them coolly walked out (passing by me!) of the hotel. I quickly ordered the security guy beside me to run after him, but he was faster and got away. The other who tried to act cool, was apprehended by the other security personnel and was brought up to one of our function rooms for questioning. The police was called and soon, we all saw him being walked away with his hands cuffed into the patrol car...what a day! If only I had the authority to jump on the other guy before he ran away, then we would have got both of the dumb-dumbs...Later we found some credit cards and a passport that was previously flushed down the toilet in one of the men's room by the apprehended suspect. V for VICTORY!
Sunday, August 19, 2007
Sharezal, the Duty Manager
CONFIRMED...yes...the letter says: "Congratulations, Mr Sharezal Abd Wahid. You have been confirmed in your position as a Duty Manager."
Wow! It's already 3 months! Alhamdulillah...and I was confirmed smack on 07-08-07, exactly 3 months since I started here in this new place with this new position. My appraisal results were also good, above average. Alhamdulillah...syukur. Although there were some times where I felt it was a bit too challenging, especially handling some really disgruntled guests, I pulled through and after those incidents passed, I look forward to a new day.
The only thing about this new position as a Duty Manager is, that I am acting alone most of the time, in terms of making decisions, meeting up with guests, and finding solutions. Of course, I can always make quick references to the higher management, but most of the time, I have to make quick decisions there and then. And there are times too where other department heads or members that rely on my decision or permission before they carry on with a certain task. So there...welcome to the real world of a manager, Sharezal!
There are no manuals or guidebooks for me in making these decision. It's all mainly common sense and depends on the situation. I've learnt that you really have to be prepared, especially with the knowledge of what's happening in the hotel, who's who, what goes where and etc. And you also have the hotel's interest that you have to care for.
Well, so far so good, plus every day is another learning day for me. As I learn how to manage and interact with people more efficiently. In deed, it's a really different phase for me. I realised this when I recently had a late night yum-cha session with my old Concierge colleagues in Shang. They were (as expected) sharing all that had happened since I had left - the big arrivals of groups, bellmen issues, funny requests from guests, fussy guests, etc...and while hearing all this, I don't know why but I just can't seem to see me doing all those things, even though what they were telling me were all too familiar to me...I was like " WOW! I can't believe I went through all this!" Not in a bad way...but the challenges then were different. More physical. It was, I would say, a real 'character building' experience. But I admit I really missed that life, though...lesser responsibilities, more interaction with guests and the outer world of the hotel and the income was even better, (tips etc.)
But, like I always say, this thing I'm doing now, hopefully is a stepping stone for better things in this crazy industry they call 'Hospitality'. Of course, everyone is ambitious...and hopefully, with what I'm going through now, I'll get there someday....Insya'Allah....
Wow! It's already 3 months! Alhamdulillah...and I was confirmed smack on 07-08-07, exactly 3 months since I started here in this new place with this new position. My appraisal results were also good, above average. Alhamdulillah...syukur. Although there were some times where I felt it was a bit too challenging, especially handling some really disgruntled guests, I pulled through and after those incidents passed, I look forward to a new day.
The only thing about this new position as a Duty Manager is, that I am acting alone most of the time, in terms of making decisions, meeting up with guests, and finding solutions. Of course, I can always make quick references to the higher management, but most of the time, I have to make quick decisions there and then. And there are times too where other department heads or members that rely on my decision or permission before they carry on with a certain task. So there...welcome to the real world of a manager, Sharezal!
There are no manuals or guidebooks for me in making these decision. It's all mainly common sense and depends on the situation. I've learnt that you really have to be prepared, especially with the knowledge of what's happening in the hotel, who's who, what goes where and etc. And you also have the hotel's interest that you have to care for.
Well, so far so good, plus every day is another learning day for me. As I learn how to manage and interact with people more efficiently. In deed, it's a really different phase for me. I realised this when I recently had a late night yum-cha session with my old Concierge colleagues in Shang. They were (as expected) sharing all that had happened since I had left - the big arrivals of groups, bellmen issues, funny requests from guests, fussy guests, etc...and while hearing all this, I don't know why but I just can't seem to see me doing all those things, even though what they were telling me were all too familiar to me...I was like " WOW! I can't believe I went through all this!" Not in a bad way...but the challenges then were different. More physical. It was, I would say, a real 'character building' experience. But I admit I really missed that life, though...lesser responsibilities, more interaction with guests and the outer world of the hotel and the income was even better, (tips etc.)
But, like I always say, this thing I'm doing now, hopefully is a stepping stone for better things in this crazy industry they call 'Hospitality'. Of course, everyone is ambitious...and hopefully, with what I'm going through now, I'll get there someday....Insya'Allah....
Thursday, June 07, 2007
New Me at the New Place
It's been exactly 1 month since I've been a Duty Manager. How is it? Hmmm...I would say it's very early to pass judgements but from the very first day I could say that I felt welcome and went through a comfortable transition.
I have received some positive vibes from my new set of colleagues, and it still gives me a certain tingle when some greet me as 'Mr' or 'Boss', not that I am 'gila kuasa' but I'm just not used to it....guess I gotta play cool about all this.
After going through what I'd like to call the "brainwashing" a.k.a Orientation, I was immediately put into action, buddying with a more senior Duty Manager, Ms Gen. My first shift after the initial stages of familiarizing myself with the hotel and department was the graveyard shift....It's been YEARS since I last worked overnight!! Mostly, apart from trying to stay awake, I churn out the days report, make my rounds and "see-see, look-look"
What striked me the most about this hotel is that it is VERY new, merely 3 and a half years old. Very new in the sense comparing to the previous hotel I worked in which is almost 22years old! You sort of feel the 'freshness' in everything, from the decor (of course, this new hotel is labelled as a modern contemporary hotel) right up to it's staff who comprises of a much younger set.
Slowly, I'm blending in into the working culture, and getting to know who's who, and what nots...It's a real refreshing experience. However, once in a while, during my rounds, I tend to find myself back at the Concierge Desk, just standing there and assisting with requests whenever the actual Concierges are busy or engaged with other guests. Well I guess once a Concierge, always a Concierge!
But now, although the responsibility is much heavier than being a Concierge, I realised that I fell much more calmer than before. Less hectic. Maybe its due to the 2 days off per week system practiced here at the new place. Or maybe I'm still new, and I haven't felt the heat. Time will only tell.....
Friday, March 30, 2007
Adieu
It looks like my career as a Concierge will soon be over. After 5 years as a Concierge in a 5 star hotel (my first real job after graduation), I shall be switching careers, but still in the hotel line. I shall soon embark on a new journey in this crazy hotelier world as a Duty Manager, in another 5 star hotel downtown.
Duty Manager? Why? Well, I just thought it was time for me to 'grow' professionally. Gain more exposure and experience. Why at a new hotel? I thought, if you want to try something new, why not try it at a new venue? Start fresh!
So there it is...after 5 years with this hotel, I have finally, with a heavy heart, tendered my resignation. I really had doubts at first about leaving, especially leaving the wonderful and carefree world of concierge-ery...(there goes my golden keys!)....but after much thought, plus persuasion and encouragement from family and friends, I decided to take the challenge.
The surprised reaction from my fellow colleagues with regards to my resignation was really flattering. In fact, it was strange how lately, days before I tendered, while still in the 'should-I-go-or-should-I-not-go' phase, people around me, including those whom I seldom talk to or just pass by daily with a simple wave or "Hi" seemed to acknowledge my presence even more and even make small chat with me. That kinda made my decision to leave even harder to make. But, an opportunity has come and although I have doubts on my own capabilities in coping with the tasks of a Duty Manager, plus, the need to expand my horizons, I threw away all that was holding me back, re-RE-assured myself and said - "Just Do It!!"
But, truthfully, I will always be a Concierge at heart. Personally, I feel that a Concierge is the epitome of a Hotelier. He is the one who greets and bids farewell to guests, takes care of them throughout their stay and keeps their secrets. Hopefully my experience as a Concierge will be of great use to me when I start at my new workplace.
Wish me luck!
Duty Manager? Why? Well, I just thought it was time for me to 'grow' professionally. Gain more exposure and experience. Why at a new hotel? I thought, if you want to try something new, why not try it at a new venue? Start fresh!
So there it is...after 5 years with this hotel, I have finally, with a heavy heart, tendered my resignation. I really had doubts at first about leaving, especially leaving the wonderful and carefree world of concierge-ery...(there goes my golden keys!)....but after much thought, plus persuasion and encouragement from family and friends, I decided to take the challenge.
The surprised reaction from my fellow colleagues with regards to my resignation was really flattering. In fact, it was strange how lately, days before I tendered, while still in the 'should-I-go-or-should-I-not-go' phase, people around me, including those whom I seldom talk to or just pass by daily with a simple wave or "Hi" seemed to acknowledge my presence even more and even make small chat with me. That kinda made my decision to leave even harder to make. But, an opportunity has come and although I have doubts on my own capabilities in coping with the tasks of a Duty Manager, plus, the need to expand my horizons, I threw away all that was holding me back, re-RE-assured myself and said - "Just Do It!!"
But, truthfully, I will always be a Concierge at heart. Personally, I feel that a Concierge is the epitome of a Hotelier. He is the one who greets and bids farewell to guests, takes care of them throughout their stay and keeps their secrets. Hopefully my experience as a Concierge will be of great use to me when I start at my new workplace.
Wish me luck!
