By Fawwaz Baktee
Not even close to half a day as a concierge and I could already feel the burning ache in my calves.
“How are you able to stand for hours on end, day in, day out? Don’t you wish you had at least a stool to sit on?” I asked Royal Plaza on Scotts Chef Concierge Mohd Ibrahim.
“Fawwaz, I’ve been doing this for 41 years. I suppose I’ve gotten used to it. With the stool, it would be in the way when I need to move around the concierge counter. Besides, it’s only proper that we stand while we speak to guests rather than sit down,” the 61-year-old replied with a smile.
There were two things that impressed me when he said that. One was that he takes pride in what he does, and the other was that he goes over and beyond to provide guests with excellent service.
Fast And Accurate
Mr Ibrahim was about to continue to tell me more about his experience when a guest came over to the concierge desk requesting us to store their luggage. At that very moment, the telephone started ringing, and another guest came requesting for a stroller he had left with us earlier, and a family of four came requesting for their luggage to be brought up to their room. And I simply stood there, panicking.
Mr Ibrahim had already settled the luggage storage request and answered the phone by the time I composed myself enough to start speaking to the guest who was requesting for his stroller.
I was then tasked to assist the bellman who introduced himself as Mr Shan, to bring up the luggage to the family's room.
Productivity Through Technology
“In this job, you have to be fast and accurate. You need to know everything at your fingertips because guests would expect that from you,” Mr Ibrahim told me soon after my return, while keying into his computer.
In the past, Mr Ibrahim would have to manually write requests down in his log book and make multiple phone calls to different departments to get things done. Now, a computer software that automates the handling of requests and maintenance jobs helps ensure high quality service and productivity.
In 2010, Royal Plaza on Scotts was one of the hotels that tapped on Devan Nair Employment and Employability Institute’s (e2i) Inclusive Growth Programme (IGP), acquiring motorised trolleys for transporting items and an automated garbage system.
Golden Pin
On the lapel of his uniform, Mr Ibrahim had a golden pin of two crossed keys. He is a member of a prestigious international society of concierges called Les Clefs d’Or.
I had been meaning to ask him what it symbolised when I first met him. Noticing my curiosity, Mr Ibrahim said: “It’s not only a society. The person who wears this must at all times guarantee excellent quality and service.”
It then dawned on me that this humble man is one of the best concierges in Singapore, and I had the privilege of stepping into his shoes for a day to find out what life is like in this line. It takes dedication, passion, and a genuine inclination to serve people – something that Mr Ibrahim has in abundance.
Source: NTUC This Week
