Blessed Butler 

Oct 23, 2021 

I was at ITC Kohenur, at Hyderabad for lunch.My daughter, one of my students and his family were with me. We enjoyed our lunch. It was a memorable experience for us.Very uplifting and elevating.One young guest service associate from Bihar, was serving us. I was impressed by his attention to details as well as his thoughtfulness. I do have a habit of gifting pens, key chains etc. to hotel employees, wherever I stay. I would normally gift either a key chain or a pen to a person. Astonishingly, my soul was so moved by the stunningly spectacularly service of this young steward, that I gifted him extra key chains on that day to be given to his family members also. The reason being his humility and service finesse. I also blessed him from the bottom of my heart that day. 

Now, my ITC Kohenur story, takes a jump. Read on ....

30 March 2023

I was staying in this hotel in connection with my lecture engagements.I checked in to the hotel at 7AM. After an hour, I reached the Golkonda Pavilion-the hotel's coffee shop located at the lobby level. After finishing my breakfast, I invited the superstars of this restaurant for a pic to be posted on my Instagram. Soon thereafter, a young butler came and met me. “ Sir, I am Ansari. You had blessed me in 2021. You had written an appreciation mail also; I still remember ”.  

God’s ways are incredibly mysterious.The steward who had served me in 2021, is a butler of this hotel today.After passing out from IHM Hyderabad, Mohammed Tauqueer Ansari (22) joined ITC Kohenur as a Guest Service Associate in July 2021.In just eight months he proved his mettle and was honoured to join the butler team of this iconic hotel. The prestigious Annual Award “ Welcom Achiever 2022” sat softly on his shoulders. He lapped up two HOD appreciation notes too. One from front office HOD; the other from his own HOD. Ansari got yet another appreciation card from the Restaurant Manager as well. 

“Ansari is a quick learner” says Chetan Mehra, Butler Manager, “ also, very mature for his young age. He is one of the perfectly competent butlers I have ever met". Chetan Mehra is right. I too agree with him. Yesterday, my requests bounced to Ansari were fulfilled flawlessly. The Ganesha idol, which I always carry with me, was polished and extra flowers were offered to the idol by Ansari.A copy of the Conde’ Nast Traveller was promptly placed. Salted peanuts were placed in my room. My meal period orders were noted proactively; he even liaised on my behalf for my dinner requirements. He made me feel so special. "

“A butler has to remember the preferences of the guests. He must be successful in transforming the guest experiences into memories.” says Ansari.This outstanding, exceptionally professional butler is very spiritual too. Five times Namaz on a daily basis is the most important thing for him. May Allah be with Ansari always. 

His Mom, brother and sister (both younger to him) live in Bihar. His father is a textile designer and works and lives in Mumbai. 

Myself with Ansari and the other butlers at ITC Kohenur

Text and pics by R.Kesava Mallia at Hyderabad.

                                           Gritty Biswa

"What is your ambition in life?", I  asked Chef Biswa Ranjan(35). Pat came the reply with spontaneity and clarity:"I would like to retire as a Master Chef”. 

Handsome Biswa Ranjan, presently working as a CDP in the banquet kitchen, at the Westin Hyderabad Mindspace, will be shortly completing two decades in the hotel industry. Life has been a roller coaster ride for him since his childhood. His professional journey from being a dishwasher-helper to a CDP has not been a cake walk at all. He had to discontinue his schooling after class 10th due to extreme poverty at home. But he more than made up for it through his readiness to spend long hours in the kitchen and a burning desire to acquire culinary skills. He converted the barrenness in his life into a blessing. He lifted himself by himself. This perfectly competent culinary artist is very amiable and amicable too. 

“As a helper”, says Odisha based Biswa who is the son of a farmer “ I used to work for 13 to 15 hours a day. My intention was to learn things fast” admits Biswa Ranjan, who was forced by destiny to earn for his family that included his parents, one younger brother and two younger sisters at a very early age. Chef Biswa Ranjan is thankful to Chittaranjan, his cousin brother, a driver by profession who encouraged him to join The Country Club, at Begumpet, Hyderabad as a dishwasher…..that was in 2004. Through sheer providence, the hotels in Hyderabad served as culinary schools to sharpen his skill.He polished his knowledge in Rajasthani cuisine at the Quality Inn, Lucknowi cuisines at Taj Banjara, South Indian food at Novotel and Afghani and Iranian at the Trident. Since Dec 2022, he is associated with the Banquets kitchen at the Westin Hyderabad Mindspace. 

His longest stint has been with the Novotel for six years. In 2017, an accident that happened at 2AM while returning home, served as an eye opener for him. Many revelations followed thereafter. He had to undergo three surgeries.Novotel Hyderabad supported him fully and Biswa Ranjan is still very grateful to Novotel, with gratitude. “I was mentally down for almost a year, but Novotel helped me generously”, remembers  Biswa. 

“In future, he will be a great chef” says Vipin Chandel, Chef de Cuisine of this hotel. While Executive Chef Prem Kumar quipped: “though Biswa is quiet and silent, he is so committed when it comes to taking ownership”. 

Biswa is married to Tapoi Parida and blessed with a daughter and a son named Raj Nandini(10)and Roshan Ranjan(04) respectively. Watching news on TV is his hobby. 

         Chef Biswaranjan with Chef Vipin

 Text and Pics by R.Kesava Mallia in Hyderabad

                                                      Kind hearted Kalai 

“Right from my childhood, I was very fond of serving coffee to my relatives and friends who visited my home”, says Kalaivanan(32) - the Restaurant Manager of ‘Daily Treats’(at The Westin Hyderabad Mindspace) -a renowned eatery known popularly for it's take aways, coffees and importantly, it's corporate lunch boxes. Remember: The city of Kumbakonam city is famous for it's filter coffee and temples aplenty. No wonder, today, Kumbakonam born Kalai is offering coffee to his guests on a daily basis. Interestingly he likes visiting temples nursing his soul's needs. 

“As many as 150 top notch corporate leaders in and around Madhapur, will order our lunchboxes on a daily basis ” says Kalai. Daily treats, located at the lobby level of Westin Hyderabad offers 15 varieties of customised coffees and eight varieties of teas. Sandwiches and Burgers are the other items which are most sought after by the discerning guests of this hotel, as well as the local foodies. Kalai handles the biggest F&B area of this hotel - Daily treats plus their cloud kitchen - MBOW (Marriott Bonvoy on Wheels)!

Listen to Neha Bose, the Hotel Manager, at Westin Hyderabad: “Flexibility and tenacity are Kalai’s main strengths. He believes in genuine care for our guests; he is very considerate to his fellow colleagues”. “We had pitched monthly promotions on ‘Single origin coffees”, and “Hot Chocolates", in the recent past. Our next food promotion will be on Iced Teas” informs Kalai, a hard core F&B service personnel.Out of his total of 11 years in this industry, he has spent 7 years in banquets and four years in restaurants. 

This Hindi speaking Tamilian, chose the Marigold hotel at Hyderabad for his first job, soon after completing his hotel management course from the Bharat College of Science and Management, at Thanjavur, Tamil Nadu. ITC Grand Chola, Chennai was his next stop. It is here that Kalai had first attended my workshops(Not once - but twice). Both of us fondly remembered our Chola days. 

Kalai pocketed two promotions in his five year stint with Chola. He then joined Westin Hyderabad, four years back. Today, apart from managing the Daily Treats, he also functions as the relieving manager for Seasonal Tastes - the all day dining restaurant at the hotel. Not just that - whenever required he also chips in at the Banquets. He is always there to help the cause of the hotel. 

Kalai enjoys history, particularly the lifestyle and governance of the kings of south India. Reading about the kings and their legacies fascinates him. Opines Parul Jaiswal, Asst F&B Manager : "Kalai is well liked and respected by all. He is always there to guide and support his colleagues. He is sharply focussed on generating revenue and he has always achieved his budgets”. 

Lord Shiva happens to be Kalai's 'Ishta Devata' (favourite God). Now I'm wondering if Lord Shiva has moved his headquarters from Kailaasa to Daily treats!

 Text and Pics by R Kesava Mallia in Hyderabad.

                                       Manipur Sisters 

                                                                                                                                            Margerete

                                                                                        Mercy

"Who is the elder out of you? I asked. “Myself”, answered Mercy. 

Mercy and Margrete, twin sisters from Manipur who are 20 years old, have completed one year with The Westin Hyderabad Mindspace. Both are working in the housekeeping department….they are very hard working…very quiet at work…less interested in socialising…they don’t go for movies…or visit restaurants. “We save as much money as we can”, says Mercy, “and the same will be sent to our Mom one day”. Back in Manipur they have an elder sister, two younger sisters, a younger brother and their parents. 

Both have got acquainted with the food served in the staff cafeteria.Mercy likes the biryani served here the most. While, chicken happens to be Margrete’s favourite. Mercy’s main hobby is cooking, while playing volleyball is Margrete’s pastime. “Sometimes, our thoughts are also the same, but not always” admits Margrete. 

Both studied together till their 12th standard. They completed a three months diploma course in Housekeeping at Pragati Institute. Obviously, together only. Now, they are working together in a renowned hotel like the Westin, Hyderabad. Both sisters walk down to work together from their hotel accommodation which is very close by. This is their first job. 

“If they don’t wear their name badges, it becomes very difficult to tell who is Margrete and who is Mercy” jocularly says Mahi Majhi, Asst Manager HK. Mahi also was also present in my hotel room upon my request, while I was interviewing the Manipur sisters. Interestingly, the answers from both the twin sisters were very brief  - to the point and in mono syllables. 

I do respectfully bow to Manipur twins…Mercy and Margrete. Their fortitude is worth narrating. 

  Margerete and  Mercy with Mahi Majhi

Text and pics by R.Kesava Mallia in Hyderabad

                                Delightful 'Doorman' Dileep

“ I felt so happy. My uniform was colourful and different…felt so proud that day”, Bihar born Dileep Kumar(43) was remembering his first day as the doorman at Westin Hyderabad Mindspace. He never had the ghost of a dream, that one day he will be part of a five star hotel. “ I took charge as the doorman of this hotel on 10th Dec 2015” he adds. Meet Dileep Kumar(43)-the tall, always pleasant, only 'doorman' at the Westin Hyderabad Mindspace, located at Madhapur, Hyderabad.

For the last three years, he has been the face of the hotel porch. Dileep had joined this hotel just 40 days after it was thrown open to the public. He joined as a contractual security staff in 2010. Speaking on his experiences he said " some guests would give me tips, others would talk lovingly while some would even shout at me” ! Why would the guests shout at you? I asked curiously. “some local guests (not staying in the hotel) would want to park their cars in the porch itself whereas that's not allowed, as it causes inconvenience to other guests staying in the hotel. When corrected, they will get angry and start shouting at me….but I don’t care…and we must continue to work with politeness", added Dileep with both humility and self confidence. 

In the Ramayana, Lord Rama was in exile for 14 years learning the lessons of life. Here, Doorman Dileep has also learnt many life lessons from the guests in the last 13 years. (Thankfully, he has never been to the forests like Sri Rama!).He was always standing in the porch- like a load bearing pillar. 

What I like in Dileep is his servitude. He works smilingly. He remembers the guests and connects with them with his inimitable demeanour. He connected with the guest in me also. He took me by surprise when he said “Sir, you had gifted a pen in 2015”, a grateful Dileep remembers fondly. 

I am dazzled by his unwavering enthusiasm.In the capacity of a doorman, he serves the guests at Westin with his prompt and polished service. Justifiably, he has achieved a venerable reputation. Dileep is married to Pooja Devi and is blessed with two sons- Akshay Kumar(08) and Raj Kumar(06). He does not have much interest in material things including cell phones and credit cards. He is happy with whatever God has given him so far ! 

I have been staying in Westin, Hyderabad since yesterday, in connection with my lecture engagements. I had invited Dileep to my room for interviewing him for this blog. “ Sir, though I have been working in this hotel for the last 13 years, it is for the first time that I am sitting with the guest in his room. Thank you Sir” …once again Dileep’s gratitude was clearly evident.

                                                                                                   Dileep with Front office Manager Ravindra Singh Rathore

 Text and Pics by R.Kesava Mallia at Hyderabad

                                  Story Telling strategy

Last month, I was conducting my Service Excellence workshops at Westin Hyderabad.I was really impressed by Venkat Yellaiah (40), for his incredible attentiveness in my class. The following day, he met me in my room and introduced himself as the HK floor supervisor. While I was checking out, he offered to help me with my luggage. 

Yesterday, when I checked in to Westin again, he inspired me by stating that he has adopted my story telling model of coaching at his workplace (during my workshops I prefer to coach through stories and I encourage sharing “live” examples on service lapses to make the session real). It was so gratifying to note that Venkat is now using the same story telling technique in his daily briefings with his team. 

Venkat is one of the very few staff members working in this hotel since 2009, who joined as part of of the pre opening team. Before the sun is up, Venkat reaches the hotel on his Hero Honda bike. Addressing a 40 member strong HK brigade at 730AM is one of his primary assignments. This is where he uses the story telling technique. 

“Not only does he work hard, plans efficiently and maintains good relationships with colleagues ”, says Farhana Begum, Executive Housekeeper at The Westin Hyderabad, “ his guest connect is incredible too !". After joining as an Associate, he rose to the position of a supervisor in 2013, then became a HK Executive in 2016. Guess what - He has bagged “the best employee of the month award”, as many as 15 times over a period of 13 years ! 

Watching the TV9 news channel is his main hobby. Chess and badminton are his favourite sports. Venkat is married to Swapna, he is blessed with one daughter and a son -Pranavi(14) and Unmukth Chand(11).He has some connection with Mohan Das Karamchand Gandhi-the father of our nation. Venkat enacts the role of Gandhiji every year on the Independence Day, during the flag hoisting ceremony orchestrated by the hotel. 

                                                                                              

                                                                                                       Venkat with EHK Farhana Begum

 Text and Pics by R Kesava Mallia in Hyderabad.

                                       Passionate Pushpa

Meet Pushpa(46)- the load bearing pillar of the Housekeeping team and also one of the senior most employees at The Leela Convention Hotel, New Delhi. This iconic hotel has two blocks - one is the Convention Tower, the other being the Club Tower. The Frangipani area connects these two blocks. Pushpa is responsible for the the housekeeping requirements of the Frangipani area. The news peg is this: She looks after this area really well ! 

“I get inspired by Pushpa. She is humane: also, very helpful to lady co workers “says Vijaya Rai, the Training Manger of this hotel.This incident happened last year. After finishing a day long programme at Gurgaon, Vijaya, travelled back with Raveesh Chhetri, HR head of this hotel…dropped him at his home….later got herself dropped at the hotel…proceeded to the bunker of the hotel and slept…fatigue made her sleep like a log…the next morning when she woke up she observed that someone has generously and lovingly covered her body with a thick blanket from the laundry department…the good samaritan was none other than our beloved Pushpaji. 

“I am always ready to help others. I think, that is why everybody likes me in return” these innocent talk lines of Pushpa are really thought provoking.Three months back Srija Sarkar, the HK Manager of this hotel was sick. Pushpa showed up promptly at the hotel accommodation where Srija was staying…escorted her to the doctor…looked after her like a mother. “She is my second mother”says Srija, while narrating the inimitable attributes of Pushpa. 

Pushpa is responsible for cleaning the public area and women’s accommodation. She is the queen of both the places. No supervision is required. Her work is flawless. She is so consistent in her service delivery. She is very compassionate too. In case, any lady staff member falls sick, Pushpa will be there to nurse her. Srija Sarkar, to whom Pushpa reports, says: “ I need not cross check her work. She is so perfect and impeccable”. Sagacious Srija, herself a pedigreed professional also spoke how Pushpa has been contributing silently, especially when big ticket events happen. 

The indefatigable Pushpa never says 'No', whenever beckoned to put in extra work for the discerning guests. She is married to Dharamveer and is blessed with one daughter and three sons. Watching TV Serials and Hindi cinemas are her hobbies. 

(L to R)Pushpa, Vijaya Rai and Srija Sarkar

 Text and pics by R Kesava Mallia in New Delhi

                                         Affable Ankit 

“You need to focus on technical as well as behavioural training“ reminded Anupam Das Gupta, General Manager, The Leela Palace, New Delhi, while informing Ankit Joshi(32) about his selection as the restaurant Manager of the Qube cafe. This happened one month back. 

Last Sunday, when I visited this cafe soon after my check in, it was Ankit who had served me. At that time he was just 19 days old in the system but he behaved-acted and conducted himself as though he has been working there for the last 19 years. That’s the level of ownership he displayed ! What I also liked in him was his servitude. He personally took care of me and served me end to end. Case in point: when it comes to serving his guests, he is so unassuming and selfless. He is ready to go the extra mile - smilingly. He is plugged in and 'on the floor'- always. 

Listen to what Anupam Das Gupta (GM, The Leela Palace, New Delhi, says about this affable manager: “Ankit is a wonder leader. Warm and engaging. Very good with guests. Highly observant and leads from the front. He is hands-on, and does not hesitate to jump in to help his team. He has made a real difference since coming on board very recently. A real asset to the Leela Group and Qube restaurant".

This iconic hotel’s Asst. Director of F&B, Ashish Arora opines: “Ankit is our newest manager in the F&B team. His attitude towards his peers/superiors, his commitment towards his work and his self discipline makes him different from others. He is very enthusiastic and takes great pride and ownership in his work”. 

After passing out from IHM Gwalior, in 2011, his first job was at Le Meridien, New Delhi. After a three year stint there, he moved to Abu Dhabi, worked for five years where he worked at the Westin Hotel Golf Spa & Resort. His next stop was the Lodhi Hotel at New Delhi, before finally joining the Leela Palace.

Ankit lives in Delhi with his wife Rohini, mother in law and two sons - Advit and Divith. Playing Table Tennis is his hobby. His parents live in Ghaziabad with his younger brother, Sachin . 

                                                                          Ankit with Ashish Arora

 Text and pics by R.Kesava Mallia, in New Delhi

                                     Judicious Jahnobi 

The discerning guests visiting the Qube cafe at the Leela Palace, New Delhi are not to know that the hostess of this eatery Jahnobi Borah(24) is a taekwondo black belt holder…she is a pedigreed NCC Cadet who has bagged the ‘Best cadet award’(2019-20). She was also the winner in the rifle shooting competition held at the National NCC Academy at Jorhat, Assam. In total, she has attended 18 NCC camps, including the most prestigious national level Sainik camp. There are many a feathers in her cap, indeed ! 

Last year in December, I had met Jahnobi for the first time. Last Sunday, I met her for the second time. I was so impressed to see her enhanced confidence and amplified positive self esteem. She is very focused at her work. I liked her deep concentration at work as well as her penetrative insights. She is known for her helpfulness, generosity and effective co-operation. 

Jahnobi is grateful to two girls. One is Anisha, her classmate who suggested her to join Leela Palace, New Delhi. The other is Prachi Sarin, HR Coordinator of this hotel, who was instrumental in connecting her to this iconic hotel.This Assam girl, who is an Economics graduate, opted to join the 18 month hotel management course during the pandemic. She joined Leela Palace, Delhi in October of last year. 

At 530AM everyday, the hotel car will pick her up…by 6AM she gets on the job…after signing off from the hotel in the evening hours she proceeds for her Taekwondo classes …her practice sessions last for 3 to 4 hours on alternate days…on other days she practices yoga at home. She is a pure vegetarian. For the last ten years she has had the habit of writing a diary on a daily basis. She introspects on her work with unabated regularity. Gets a good night's sleep. 

 “I do believe that I can contribute much more at work” says Jahnobi, who is currently pursuing an online MBA from Amity University, “ my co workers are very supportive and caring, I do learn every day from my guests too. In the first week, I found it difficult to remember the table numbers…..but now I am very comfortable”, quips Jahnobi. 

Her parents live in Assam with her younger sister Nitali. Adventure is Jahnobi’s passion. Horse riding is her hobby. 

                                        Jahnobi with the Qube Cafe chef brigade

 Text and Pics by R.Kesava Mallia