FROM TAJ FALAKNUMA PALACE, HYDERABAD

"OWN YOUR GUEST"

                                 

"I was really so happy" recalls Abdul Nasir (27), the hi- decibel performer and load bearing pillar from the F&B Department at the Taj Falaknuma Palace, Hyderabad.

On a Skype call with me, he was narrating his joy when Girish Sehgal, his General Manager conveyed an appreciation from Cyrus Mistry (Chairman, TATA Group) and Rakesh Sarna(MD, Taj Group of Hotels). This happened earlier this year. A guest had written to Cyrus Mistry on the heartwarming service rendered by Nasir. The response from the top management really cathected Nasir to the hilt.

Here is the story on his lucky break…It was in 2011...Jyoti Narang, the then COO of luxury hotels had visited Taj Gateway, at Kozhikode (also known as Calicut) in Kerala. It was Nasir who served her. She was impressed. Soon, she instructed the GM, Taj Gateway, Kozhikode to send Nasir for a cross exposure training to Taj Falaknuma Palace in Hyderabad.

Nasir came to Hyderabad, completed his training, went back to Kozhikode...this time Jyoti Narang was staying there with her father...  Once again, Nasir was there to serve her round the clock. During the service, she asked Nasir about his training at  Falaknuma.

"You really liked working in Falaknuma?” Jyoti asked.

Nasir replied: “Yes Madam”.

The rest is history. Nasir joined Falaknuma in twenty days. In 18 months he lapped up a promotion as an F&B Supervisor. I will not be surprised at all if Nasir becomes the MD's Club member soon. So guest centric he is, the guests always refer his name in their comments cards.

IHM Palghat (Kerala) pass out Nasir is married to Soujath and is blessed with a son Julail,who is  one year old. His wife and son are presently in Kerala. "In two months, they will join me here in Hyderabad" informed Nasir.

His dad, is a PWD contractor, mom a house wife; two elder brothers and a sister. All are married and settled in Kerala.

"Two things I found very appealing at Taj Falaknuma Palace are: firstly the service standards; secondly the August presence of hi profile guests".

"When Salman Khan's sister got married in this hotel (19 November 2014), I had an opportunity to serve Salman Khan. I also met Amir Khan. I went and told Amir  that I am his fan. He smiled and thanked me profusely" recalls Nasir with a chuckle.

Kerala born Nasir says: "Offer personalized service....anticipate the needs of the guests.....serve from the heart..... remain focused throughout.... be prompt and proactive....and Own your guest".

Listening to slow, melodious music is his hobby. Amir Khan is his favorite hero. He likes watching Hindi, Malayalam movies.

Text and Pictures: R Kesava Mallia in Hyderabad

Skype interview held on 23 April 2015