FROM THE CARNATIONS LOUNGE, MUMBAI

ASTONISHING ASHISH!

The Carnations Lounge is my favourite place at the Chatrapathi Sivaji International Airport, Mumbai - especially the lounge for the American Express Card holders, located on the first floor of the airport. Being a Platinum Card holder with Jet Airways I have had the chance to visit this lounge at least a  dozen times this year alone (courtesy the 87 flights I took  this year so far).

In this lounge I am always impressed and delighted by the servitude of an F&B Associate - his name is Ashish Chauhan Raju (28). 

Four months back I had written to American Express appreciating the inimitable attributes of Ashish. American Express responded to my note and promptly passed it on to Devyani International Ltd. (where Ashish is working) …..and my feedback reached Ashish! I was happy.

That said, every time I interacted with him I always felt that I should blog on him.

So during my last five visits to the lounge I expressed my desire of blogging each time I met him. Ashish readily agreed every time. However the challenge was that Ashish was never free. The American Express Lounge is always so busy and Ashish is the star steward here. He is always busy with the guests. 

So my blogging plans got delayed …but I remained patient nevertheless.

Finally my wish got fulfilled on 11 Nov 2015.  I was flying to Jodhpur via Mumbai and as usual I reached the American Express Lounge. I was lucky enough to catch Ashish free in bits and pieces while he was in the middle of serving a large group of foreigners.  Though my interview got disrupted many a times but I felt good that I could finally speak to him at length.

Now let’s talk about Ashish. The rectangular American Express Lounge is a 20 seater food venue and that is ‘Ashish's Durbar’. He has an inimitable style.

- He is always energetic.

- Loudly he will greet the guests.

- Indefatigable he is.

- He enjoys his job very much.

- He serves from the heart.

- Displays clock like precision while serving.

- Sports flawless talk lines and wears a caring and welcoming attitude- always.

10th pass Ashish started his career at the age of 16 in a small clothes shop in Borivilli (Mumbai). He then moved to become a delivery boy in a hardware shop. But he never liked these jobs. The job at ‘Smoking Zone’ a Pizza restaurant in Mira Road is the one he liked the most.  This is where Ashish’s journey in the world of Food & Beverage began. He worked here for four years in F&B Service before joining a food joint inside the airport as a counter boy. Here he sold beer, coffee, samosas and other short eats. He then moved to join Devyani International Ltd - his current employer in April 2011. He started as a delivery boy but in just six months he pocketed a promotion through his hard work and guest centricity. By 2012, he was posted at the American Express Lounge to take care of the elite guests. By then he had been elevated as an F&B associate. Yet another promotion!

Married to Neelam Chauhan he lives in Mumbai with his wife and mother.

"I am very happy and contented here. Every day I do learn new things. “says Ashish, while his Manager Airaj opined: “Ashish is very friendly with all the guests, always focussed at work and incredibly guest centric".

I will agree completely with Airaj. I have been witness to this many a times …and have been a beneficiary too.

In fact every time I meet Ashish I end up learning something or the other from him. Meeting him and interacting with him is a joy for me nowadays. I have even started speaking on him in my ‘Service Excellence Workshops’ which I do at some of the best five star hotels in the country.

I swear, his guest centricity is commendable.

A fitness freak Ashish is very fond of cartoon films - especially Tom  And Jerry.

Text and Pictures: R Kesava Mallia in Mumbai