LOOK back if there were moments when any habits or practices done in the workplace, without thinking about it, were done outside the work area out of habit. The hospitality industry is no different, being an enterprise where top-quality service is of utmost importance. Certain traits, gestures or habits picked up from years of being part of the industry are bound to stick, from picking up the phone to opening doors for other people. Read on as hoteliers from different hotels in Cebu City share their stories.
“As a hotel ambassadress, I get to meet and interact with various nationalities from all walks of life so that it has become a habit to smile and greet tourists in their language. One time, I was enjoying my day off in a mall and noticed a bunch of tourists who were obviously lost and had a difficult time communicating with the security guard. I quickly offered my assistance and showed them the way. It feels very natural to start a conversation asking them about the sights they’ve visited and the things they love about Cebu.” - Girlie Generalao, Blu Ambassadress, Radisson Blu Cebu
“One time, I was lost in thought (ga tanga) in front of Ayala—this was sometime ago when taxis and cars could stop anywhere. I opened the car door and assisted the bewildered lady out of her car! I realized halfway but I couldn’t drop the act then as I was midway through it already. Also, my kids (7 and 3) know how to properly set up a dining table and my daughter will (embarrassingly) give noisy diners a nasty look if she finds them too noisy in restaurants (she got this from me when I cringe every time people get rowdy and loud in restaurants). There’s also the signing “OC” on checks in the restaurant or when staying at a hotel that is not my current place of employment which has happened to me several times (signing OC means, I’m not paying for the meal as this is charged to my officer’s check/benefit). I usually catch myself before I give back the bill with an awkward erasure of the ‘OC’ and I replace it with my actual room number for charging. But I’m sure the hotel staff who sees it finds it amusing, I hope.” - Mia Faye Singson-Léon, general manager, Quest Hotel and Conference Center-Cebu
“I’ve been in the hotel industry for over 20 years now and I have quite a number of funny and memorable experiences as a hotelier. For instance, one weekend at home, I received a call and I answered the residence phone with ‘Good morning, Sales and Marketing! This is Mai, how may I assist you?’ I guess you can say I’m too much of a sales person even outside of work! Another story was when I was in Seattle one springtime to visit the Bill and Melinda Gates Foundation, and as I was about to take the elevator, a gentleman was getting in as well. I extended my hand to pave the way for him to go inside ahead of me, and said, “You first, please” (we do this all the time in the hotel to prioritize guests). The gentleman looked at me and asked, “You’re a lady so please go ahead first. By the way, are you a hotelier?”” - Myra Abelido-Regner, director of sales and marketing, Shangri-La’s Mactan Resort & Spa, Cebu
“The trait I have developed over the years is being courteous to others. Out of habit I open doors for people, ushering them toward the entrance and instinctively giving them a nod of respect. As we are expected to maintain cleanliness, I often find myself picking up trash even when I am out of the hotel!” - Kevin Cocos, bellman and Japanese translator, Radisson Blu Cebu
“I have been in the hospitality industry for 15 years already and there are habits that I am able to retain with me even when I am off duty. For instance, as the front office manager, some guest complaints are elevated to me so I get to deal with people with all kinds of moods and behavior. Being in this line of job has taught me to keep a serene and calm demeanor and not give in to emotions whenever dealing with situations like that in the hotel. In the same manner, when I get to experience similar instances outside of the hotel I am able to act calmly and control how I respond to people. I also have developed a habit of picking up trash when I am in the mall or even lobbies of other hotels. Also, before we had a baby, my husband would always tease me for treating our bed like a hotel bed because I would really set it up like one, duvet and all.” - Key Ann Garcia, front office manager, Marco Polo Plaza Cebu