Oriental's handy boy
- Published: 11/02/2010 at 12:00 AM
- Newspaper section: Horizons
Elevator attendants, as a rule, seldom get a chance to leave a mark on hotel guests, not unless they're Anusorn Tiamsittaraksa and gifted with a memory that enables him to remember names, some of which go back all the 14 years he has worked at the Mandarin Oriental.
Fun-loving Anusorn’s service-minded attitude has made him a hit with hotel guests.
His knack for memorising faces, surnames and in some cases even their first names makes the 36-year-old chief elevator attendant armed with spontaneous smile and service-minded attitude rather an exception to that rule, because when duty calls he is equally adept playing a page, messenger or door man.
"I make an effort to remember their surnames and when I mention them by name they are pleasantly surprised often breaking into a smile," mused Anusorn, who feels humbled when guests, appreciative of his retentive memory, shower praise on him. "Of course, there are times when I remember the face but can't put a name to it. But that only happens with guests visiting us once in a long while. I am pretty good with repeat guests, though, and often I can recall faces just by looking at the names."
Anusorn studied hotel management at Bangkok Technical College, followed by an internship at a five-star property where he started at its front desk, which paved the way for him to work at the Oriental.
"The Oriental taught me that extra bit it takes to win the attention and admiration of hotel guests. I also learned how to deliver world-class service, thanks to the steady stream of our VIP clientele. Even though my job may seem insignificant, I am happy to play my part in the success of the hotel."
From his superiors, Anusorn learned the virtue of working from the heart. Genuine service, they told him, is not attainable if you are faking intentions.
What has kept you going all these years?
The ability to put a smile on the faces of my guests. Besides, the hotel allows staff room for personal development and career advancement. I started at the reception desk, but gave up after I found it required a lot more skills. After speaking with my superiors, I switched jobs and became an elevator attendant, and haven't regretted the decision one bit.
What method do you use to remember guest names?
I am given the list of guests arriving each day. When I meet them I am attentive to most minute details, ranging from personality and mannerism to their choice of food and restaurants.
It is easier to remember names of people who by nature are basically friendly. With guests that seem less approachable, I wait until they get in the right mood and then I try to approach them with a smile. Once the ice is broken, it is so much easier to speak and refer to them by name.
What is the feedback from guests?
I am fortunate in that most guests appreciate my service. Some reciprocate with chocolates while others with gifts in the form of a pen, a souvenir and even clothes. I get job satisfaction when I see guests happy with our service; to see them smile is like hitting a jackpot.
You have strong work ethics, did it take long to master?
Not really... I believe everyone who works in a hotel should know the dos and don'ts of the hospitality industry, how to interact with guests. It has to come from the heart, and not necessarily be taught. You might have people staying at your hotel who are super nice and treat you as friend, but as a staff it is your duty to know your place and keep the distance.
Tell us about your most memorable moments and VIPs you admire.
An opportunity to serve our royal family is always memorable. Since I am required to accompany VIP guests to their floors, I am often tense in such situations. One time, in the presence of our Crown Prince I became so nervous that my legs buckled and I was down on my knees.
Another dignitary I will always remember fondly is a Bahrain prince. He visits us regularly. He is a kind man who enquires about my health and wellbeing when not burdened by duty.
To contact the writer, feel free to email
About the author
- Writer: Yvonne Bohwongprasert
- Position: Reporter
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