FROM THE OBEROI GRAND, KOLKATA

“GOLDEN KEY” IS ON THE WAY………..

Come July 05, 2015. At the pinning ceremony of the 9th Annual General Meeting of Les Clefs d'Or India chapter, to be held at Kolkata, if Rupa Verma, (Front Office Supervisor, The Oberoi Grand Kolkata) gets the "Golden Key", I will not be surprised. 

Remember: She is already an "Adherent Key" holder.

Let me explain first about Les Clefs d'Or. It is pronounced as "lay clef door". A society of Hotel Concierges whose aim is to facilitate exchange of ideas between members and to provide mutual assistance in order to better serve their valued room guests . There are 4000 members in over 45 countries. India joined this society in 2011.

Now, what is the "Golden Key"?

The 'golden keys' worn by the concierges around the world  signify their membership to Les Clefs d'Or and are granted exclusively to those who have not only consistently demonstrated  knowledge of their respective communities, but have also demanded excellence of themselves when meeting the guest needs.

Now, about my relationship with Rupa Verma. It was in June 2010. The Kingfisher flight from Hyderabad landed at Kolkata airport. Being a Platinum Card holder of this airline since 2008, there would always be a Customer Service Agent (CSA )would  receive me at the aero bridge. On this visit the Kingfisher CSA whispered into my ears:" Sir, a lady  from The Oberoi Grand (clad in a sari) is waiting for you at the arrival belt. 

I was surprised. I had never encountered  a lady Airport representative before this,

Yes, it was Rupa Verma. She joined the The Oberoi Grand Kolkata a week back - on 1st June; she was there to receive me at the airport on 08 June. At the first sight itself, I saw my daughter in her. 

Our father- daughter relationship continues even today. 

BCom graduate Rupa was asked a question by the then HR Executive Lionel Vincent. "Will you be able to take up the role of an Airport Representative?”.

Without hesitation Rupa replied: “Yes, Sir”..... That is the beginning of Rupa's odyssey with The Oberoi Grand  Kolkata.

(Today, Lionel Vincent heads the HR department for this hotel, which works as a well-oiled machine. No wonder, employee satisfaction scores are very high).

After working for 18 months at the airport as an Airport Representative, Rupa was beckoned to the Concierge at the Front Office. In 2013 Jan, she was promoted at the Supervisor. Under the tutelage of Amitava Sarkar, the legendary hero of this hotel, she sharpened her skills in Concierge. The "Oberoi Dharma Award" sat softly on her shoulders - she helped a lady guest to connect with her ancestor's graveyard in Kolkata. 

For her outstanding service, she lapped up the "Outstanding Employee" award in 2013. Sample this: A Japanese guest who was not so fluent in English checked in. Rupa conducted  his check in. When asked for the passport, he was visibly upset, as the passport was not to be seen in any of his bags. The guest had come via Bengaluru, Bagdogra to Kolkata. By Indigo Airlines. That was a Saturday. Nevertheless, Rupa swiftly got herself connected to the Indigo staff at all the three airports. They  could not trace it and were helpless.

Rupa was hesitant to give up her efforts. She quizzed the Japanese guest with questions like have you been to any restaurants? Have you been to any shop? Finally the guest recalled an important fact. Yes, I had been to a shop at Bagdogra airport. That is it...Rupa started liaising with the shopkeepers...finally she got the passport - from that shop at the Bagdogra airport. The guest flew to Japan by Sunday late evening flight. Story ends here.

I wish I could meet Rupa's parents in person. If it happens, I will tell them: "Your daughter  is a great person". They are not to know that she has been my daughter also since 2010. Rupa knows this. 

Her Dad Kishori Prasad is a railway employee. Mom Kiran Devi is a homemaker.

Undoubtedly, Rupa Verma is a great credit to the Oberoi family.

Text and Pictures: R Kesava Mallia in Kolkata