Business of Happiness

Business of Happiness

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Faiz is one of the many participants of Work Experience Programme organised by the Singapore National Employer Federation and the Special Education Branch of the Ministry of Education. Mandarin Orchard Singapore works closely with Metta School to provide on-the-job training opportunities for Special Needs students. Read Faiz’s story of growing in his role in the hospitality industry.

How long have you been in the hotel industry? I joined the hotel in 2014 after graduating from Metta School.

What inspired you to join the industry? I graduated from Metta School with an ITE Skills Certificate in Baking. But I’ve always had a strong interest in customer service, and I really enjoy meeting people. I felt that working in a hotel would allow me to explore that passion.

Tell us about your career journey. So far, it’s been excellent. I started as a Doorman, and now I’m a Driveway Ambassador. I help direct traffic, and I help guests with their luggage. I believe I have grown in my time here and I’ve learned new things. I used to be very shy, but I have learnt how to greet and talk with guests now. I also learnt how to think on my feet and make decisions.

What’s the most interesting thing about working in the driveway team? It would be the ability to welcome guests and bid them farewell: I am the first and last person they’d see in the hotel. I can give a good start to a guest’s stay, and a lasting impression when they leave the hotel.

Also, talking with the guests is really interesting. You will always meet people with interesting stories to share. I’ve met celebrities too!

How does your job contribute to creating happiness for your guests? I try to make sure that guests have the best experience when arriving at or departing from the hotel. I do my best to direct the traffic so that there is a smooth flow without inconveniencing our guests.

I also try to make the guests smile and enjoy their stay, such as opening the door for them and helping them find their way around the city. I really enjoy it when guests appreciate what I do for them.

Congratulations on being featured in Berita Harian for your positive attitude at work. When the going gets tough, what motivates you to always give your all? Thank you so much! I think what helps me stay positive is my colleagues. I can always count on my colleagues to help me or give me advice. Their support and encouraging words push me to keep give my best. I also try to help them if they ever need me.

I specifically want to thank my supervisor Kamal who is always there for me and ready to give support when my work gets challenging. He is also my mentor who teaches me how to handle different situations and ensure my wellbeing.

Seeing my guests smile also makes me want to push on. It makes me feel that I’ve done something they really appreciate, and that makes me happy.

What are the biggest challenges you face at work? How do you overcome them? When I first started, I had to slowly adjust into the role. I was given the freedom to explore my capabilities. Dealing with the busy driveway can be challenging. I have to stay calm when I direct traffic. My supervisors were very patient, and they welcomed me with open arms. My team is always there to help me on the job. And if they ever see me struggling, they will always find a way to help me.

Do you have any goals that you hope to achieve during your time in the hotel industry? Any advice for someone who is interested in joining the industry? I aim to be a Bellman for the hotel. I want to learn more on how I can make every guest enjoy their stay here. I would like to continue to make a good impression on our guests, and to meet more people from around the world. My advice is to always have a positive attitude.