Story Telling strategy

Last month, I was conducting my Service Excellence workshops at Westin Hyderabad.I was really impressed by Venkat Yellaiah (40), for his incredible attentiveness in my class. The following day, he met me in my room and introduced himself as the HK floor supervisor. While I was checking out, he offered to help me with my luggage. 

Yesterday, when I checked in to Westin again, he inspired me by stating that he has adopted my story telling model of coaching at his workplace (during my workshops I prefer to coach through stories and I encourage sharing “live” examples on service lapses to make the session real). It was so gratifying to note that Venkat is now using the same story telling technique in his daily briefings with his team. 

Venkat is one of the very few staff members working in this hotel since 2009, who joined as part of of the pre opening team. Before the sun is up, Venkat reaches the hotel on his Hero Honda bike. Addressing a 40 member strong HK brigade at 730AM is one of his primary assignments. This is where he uses the story telling technique. 

“Not only does he work hard, plans efficiently and maintains good relationships with colleagues ”, says Farhana Begum, Executive Housekeeper at The Westin Hyderabad, “ his guest connect is incredible too !". After joining as an Associate, he rose to the position of a supervisor in 2013, then became a HK Executive in 2016. Guess what - He has bagged “the best employee of the month award”, as many as 15 times over a period of 13 years ! 

Watching the TV9 news channel is his main hobby. Chess and badminton are his favourite sports. Venkat is married to Swapna, he is blessed with one daughter and a son -Pranavi(14) and Unmukth Chand(11).He has some connection with Mohan Das Karamchand Gandhi-the father of our nation. Venkat enacts the role of Gandhiji every year on the Independence Day, during the flag hoisting ceremony orchestrated by the hotel. 

                                                                                              

                                                                                                       Venkat with EHK Farhana Begum

 Text and Pics by R Kesava Mallia in Hyderabad.