THEY ALSO SERVE.........

THEY ALSO SERVE………

By R KESAVA MALLIA in Bengaluru

The year 2006 is very important in the history of 32 year old ITC Windsor Manor, Bengaluru. It is from this year onwards persons with disabilities were recruited, welcomed with both the hands. This has been a bold decision; you may call it a tough call, guts, grit... Whatever you feel like.

ITC Group of hotels respects PERSONS WITH DISABILITIES. They are popularly known as PWDs. Some can't speak; others can't hear; the rest others have vision impairment. Most of them are speech and hearing impaired. Importantly, they also serve. Joyously.

It has been a humbling experience for me - meeting these guest centric souls. I was really surprised to see their positive self esteem. They also serve with passion aplenty. They offer flawless, quality work. Wedded to the work they are. Very focused, they have a point to prove. Not for them wasting their time. Completing the work allotted to them happens to be the sole purpose.

The PWD tribe is increasing; All of them, whomever I have met are very time conscious; never they report late for their work. Zero absenteeism. In case, if ever they have to stretch, they will do so, willingly, selflessly and without hesitation. Ever ready to close loop things ASAP. Very committed and dedicated group of people. Interestingly, their productivity is certainly equal to other employees, if not better, for sure. Case in point: they are disciplined soldiers; they work like well oiled machines. Laser sharp focus on whatever they do.

God's ways are mysterious...if one faculty fails, God ensures that it is compensated adequately. Incredible concentration. Divinity has blessed them to remain lifelong learners. Call of duty- it is the first thing for them. Remember: it is the last thing also. They have literally translated the adage WORK IS WORSHIP in reality, in their day to day activities.

STAR PERFORMER SUNANDA   

My sincere and heartfelt thanks to Chandrasekhar(Linen Supervisor) and Geetha (HK supervisor) for their support, understanding and co-operation in meeting/interviewing the PWDs at ITC Windsor. As many as 16 PWDs have been deputed in this hotel.

Now read on...

Kolar born (27), a spinster can't speak, with one ear she can hear a little. She works as a Room Attendant in ITC Windsor since Feb 2012. She lives in Madivala which is 8 kms from the hotel. Travels by Bus, reaches hotel at 7am; after breakfast reports for duty at 8am.

"Sunanda is very prompt", says Housekeeping Supervisor Geetha, "always she is very well groomed. She is equal to many other employees in terms of productivity". Geetha, a Manipur girl is an expert in sign language as well as Speech Therapy.

An SSLC passed Sunanda has been doing some petty tailoring jobs before joining ITC Windsor.

"When the hotel is full, I feel tired, slight shoulder pain,that is all. Otherwise, I am very happy here" quips Sunanda, using her sign language. Out of five siblings, she is the only speech and hearing impaired.

Sunanda can read and write in Kannada very well. Watching comedy movies is her only hobby. Highly observant, and very intelligent. Sunanda always touch bases with her Supervisor; whether she needs a leave to returning the Lost & Found items to reminding the Engg Department to carry out touch up/repair work in the guest room..... She is very prompt and proactive.

Ask her to remind on something at a particular time, she will do so without fail. Very sharp her memory is.

“She is very particular”, says Lokesh, Senior Houseman who has been working  with  ITC Windsor for the last 12 years, “about grooming, she is very punctual, unbelievably quick in her work. Zero defect service”.

Suppose the Guest calls you when you are alone. Neither any co-worker nor your supervisor is around. What you will do? I asked Sunanda

Quickly came the reply in sign language:"I will show him my Badge. I am fearless".

ITC has made it mandatory that every PWD should wear a badge that reads "Speech and hearing impaired".