"EVERY
SERVICE LAPSE IS A LESSON"
That was my second week as an Operational Trainee in The Oberoi Grand, Kolkata. It was a
Sunday. Right from the start I have been in the in Room Dining. And that
Sunday, I made a mistake by parking the trolley much to the displeasure of the
in room guest...the guest shouted at me very loudly... I felt so low... I
returned to the IRD and informed everything what had happened in the room...
That time my seniors taught me that "every service lapse is a
Lesson".
"Staff members are very helpful and
supportive", says Nagaland boy Shenochu
(21) popularly known as Sheno. He was born and brought up in Nagaland;
schooling as well as hotel managment course was completed here only.
It was in July 2014 I first met Sheno. He was one of the
IRD staff members who served me food in the room. What impressed me in Sheno is
his warm and welcoming nature. He serves with astonishing accuracy.
Now, listen to Sheno:"The biggest asset of the
Oberoi group happens to be the staff members. Whenever I make mistakes, Sohan was there to correct me, guide
me.IRD Manager Sourabh keeps
everyone in the team in good humor, all the time. How to communicate with the
guests in the right manner, I learnt from Piyush.
Work allocation and taking initiative all the time are the two things that
impressed me in Pranay. Deepanjan is ready to share the burden
of his juniors. He is very friendly too. I feel so proud that I am part of the
Oberoi family”.
Sheno's Father is a retired headmaster of a school. Mom,
a woman pastor. He has three brothers and one sister. They all are living in
Nagaland. Reading motivational books is Sheno's main hobby.
TEXT & PICS BY R KESAVA MALLIA IN
KOLKATA
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