Tuesday, September 18, 2007

It has been a week since I started my internship with the best hotel chain in the world and all I can say is that it has been everything that I imagined it to be, and even better.

I remember when I was a kid, travelling with my family, and being fascinated by the entire hotel setting, I always thought it was an amazing place to be in. Funny though, how I actually wanted to serve and be part of the team working to keep the place running (always felt a tad awkward to be served), when on the contrary most people I know would rather be served.

It's really different, working with the creme da la creme; the system in place to guarantee the best experience, the people who execute that system and bring a human touch to the guest experience, and the level of professionalism that emphasises nothing is personal, it has been nothing but WOW, WOW, WOW.

Having joined the service line since I was 16 fresh out of O levels has allowed me to gain loads of exposure starting from a cafe, to a mid-range restaurant and now a world-class, 5-star hotel. It has also provided me with much insight and perspective to the difference in standards.

Knowing that they want the best to work for them, and now that I am working with them, it really gives me an ego boost as well as the desire to exceed their expectations.

And honestly if not for the Employment Act which stipulates that "no employee should exceed 44 hours of work" which really annoys me (I will only be based locally for a month), I would really like to be at work. Doesn't really help that I don't really know what to do with my off days and that most of my peers are working too in various industries. So today, on my first day off, I went on a walk about town to familiarise myself with the area, where's what, what's in what, and how do I get there by foot and taxi.

I'm a concierge by the way, and on the way I also met two fellow school mates of mine who are also concierges at another property. It seems we're all enjoying our work now and I'm pretty sure we'd enjoy the Maldives come Oct 20th when we jet off to continue our internship for another 14 weeks.

As quoted from Wikipedia:
"In hotels, a concierge assists guests with various tasks like making restaurant reservations, arranging for spa services, procurement of tickets to special events and assisting with various travel arrangements and tours of interesting places to visit.

In upscale establishments, a concierge is often expected to "achieve the impossible," dealing with any request a guest may have, no matter how apocryphal or strange, relying on an extensive list of personal contacts with various local merchants and service providers."

This provides a pretty good idea of what's in a day's work for us. Though I'm not quite sure if it's my calling, I can definitely see myself doing it for an indefinite period of time for now at least, I'm really scoffing at only being there for a month. Well there's still my duty as a able-bodied Singaporean male to serve my nation so we'd see how that goes.

My Chef Concierge A was asking me what Shawn does normally in which I replied, "I read, work out, stay home, spend time on the internet, catch up with friends and that's basically it."

He told me, for this month, just for a month, Shawn loves fashion, Shawn loves wine and dine at the hippest and trendiest restaurants in town, Shawn loves local history, and Shawn knows how to get to these places. I think I could do with that. :D

Being in the world of a upscale hotel really shifts my perspective of the surrealism that I read about and see in magazines, to one of reality and that it's not quite hard to imagine, afterall it's all in a day's work.

Monday, September 10, 2007

Departures

I was at the airport this morning to bid goodbye and good luck to many friends from school who were about to depart not only to a foreign ground but also on a learning journey without the comforts of home and with few friends.

It was quite an emotional experience for most of them, for me it was a slight reminder of July 8, when someone dear to me departed in more ways than one.

You may have heard of this before but someone I know told me 'the airport is an amazing place with a life of its own'. It operates 24/7 round-the-clock and there's no such thing as a break at the airport or else the entire day's flight schedule gets affected.

Something else that really amazes me is that the airport also has a yin and yang, the departure level for many spells hope, dreams, a wonderful vacation, a good break, for whatever reason, but for the people they leave behind for a long period of time, just for a moment it feels like the end.

Separated by just a concrete floor, the arrival level to many also spells hope and home. People return to be greeted with warm hugs and words of love. For the people who come to receive them, it's almost as if a part of them has been returned to them to complete that missing piece.

My friends were only departing for a period of five months to intern at various hotels in China, 20 weeks as our academic structure states, 140 days, but I'm sure it felt more like 140 years for those who were leaving and for those who sent them off.

Amazing how humans learn to cherish what they hold dear when it's taken from them. I speak from personal experience and I'm sure everyone has had their moments like this. But as the days go by, people temporarily forget that loss, maybe by choice, or subconsciously overwritten by the woes and worries of daily life.

I look at departures now with a new perspective, it spells the beginning, not the end, it is a test to see if relationships stand the test of time, a time for people to learn to cherish their loved ones, an additional call for action to express love and gratitude to those whom you love.

And fret not, there is always a floor below that before long, your loved ones will return to.

Compliments

I would like to think that everyone would love to be complimented for that new hairdo that makes them look a million dollars, that Italian silk tie that adds that edge to that powersuit, the beautiful figure-hugging dress that makes them look ooh-la-la!

Whenever I see that someone has made the effort to doll up, usually the ladies, be it a nice necklace, those gorgeous pearl earrings, or just plain, natural beauty, I make it a point to compliment them as I think it is polite and kind. It doesn't take me much effort, just a little attention to details, a short sentence, and I make their day, or even just to bring a smile on their face.

But what I realise is that not many people take compliments too well.

Some just shy away with a whimper, "Thanks," and some just remain silent which makes me feel really awkward like I said something wrong.

I asked my beloved aunt/sugar mummy(we have a bit of a tiny scandal going on) about this and she told me,

"Shawn, women are not like men, we will remain humble even though we know we are HOT."

I really wonder if that's true because I met two gorgeous ladies while at work last Friday and they were the first two ladies to have received it in what I consider both class and fashion.

"Thank you.. You are very kind." And with a BE-YOU-TI-FULL smile at the end of it, one even gave me a flirtatious wink. :D

Anyway, I'd like to end off by saying, make someone's day, compliment them, and for those of you who receive one, genuinely look the person in the eye and thank them sincerely for it, don't embarrass them. ;)

My Last Day at Work

I remember going for my interview in a white polo-tee and khaki bermudas on a Saturday afternoon in March 2006 with my friends LY and E. It was sunny, hot, and I was perspiring as usual. We walked up the stairs to a nice black and white colonial house and I was received by a gentleman in black uniform, R, with his name on it.

I met S the manager shortly and I went into a nice dining room with tons of wine bottles neatly laid in bookcases and he asked me some questions about myself and before long I got the job and I was told to come in the week after.

I was searching for a part-time job for two reasons, to gain experience in mid-range and above restaurants as well as some extra pocket money. I was very hopeful and I was very willing to learn and somehow S gave me the impression that he had high hopes for me.

That day seemed not too long ago and before I know it, yesterday was my last day at work.

It was both bitter and sweet, much like luxury chocolates, as I am definitely, DEFINITELY, going to miss the companionship of my colleagues whom I've grown to love and know, the beautiful atmosphere of a colonial house done up in modern day fashion, and the wonderful guests that dine with us.

I remember my first month at the restaurant I could barely pour ice water right; I spilled ice and water on the table and had to come in early to practise pouring water! Can you believe how ridiculous that is?

My lack of experience made me fearful of doing things, to the extent that the fear haunted me when I worked and it rendered me powerless to do simple things such as pouring ice water, good lord.

I remember a night when things went really well until a moment of negligence, caused me to tip the tray I was holding, and the glass of wine on it went crashing down on to the guest and my manager had to excuse me, help to remove the wine stain with soda water and offer to pay for laundry expenses.

What I didn't tell you was that after about 5 months at the restaurant I left, as I was overwhelmed by school work and everything else. I wasn't performing at work but somehow I was acing the service skills module in school. I was letting things happen to me at work, such as people's temper and also my fear of inadequacy.

What I am happy to tell you is that shortly after I finished my second year early this year, I went looking for a job again and I smsed my ex-manager S to ask him how he was doing and upon hearing I was looking for a job and that I was cash-strapped, he offered me $8 per hour from the normal $6 per hour and asked only for more commitment of at least 3 times a week.

At that time I was waiting to hear from a tourist attraction offering $10 per hour but I guess the offer was really irresistable, flexible hours and a more than reasonable wage, I couldn't wait any longer and I took the job.

This time, I returned with confidence, I started fresh, and I wasn't going to allow things to happen to me again, I was going to take charge, and I did.

Now I do not fear imperfection as no one is perfect and I can calmly pick up where I left off wrong, I do not take things personally and my focus was that everything is about the guest. I did not whine about polishing plates and glasses each time I start my shift as I recognise the importance of the first impression.

My standards were raised by another assistant manager R. He taught me so much, from ironing, to suggestive selling, to tricks of the trade such as setting tables quickly and effectively, and also to deal with his occassional mood swings.

Oh and the gentleman, R, who received me last year when I went for the interview, he is also promoted to assistant manager. Two assistant managers with the initials R.

Looking back, I have grown so much and I feel proud of myself and I am very thankful that I have been given such an experience to learn from.

I can confidently say that they are going to have a hard time without me, from someone who couldn't even pour ice water right, I went on to manage waiting five tables alone and along the way, I met guests who have touched my life and in turn, I believe I have also touched the lives of others by providing the best service and experience I am capable of.

While I am certainly going to miss that beautiful place I call my second home, I am also happy to move on from F&B to, in my opinion, the best luxury hotel in the world. My experience at the restaurant will definitely positively influence my working attitude and performance during my internship and I can only hope that I learn as much as I have at the restaurant in craft and myself.

I will look back at the restaurant with fond memories, and I look forward to the next time when I shall dine there as a guest.

Sunday, September 9, 2007

The Joy of Giving

I remember not too many years ago that I was a participant at Anthony Robbin's Unleash the Power Within in Singapore. I was 16, lost but eager for answers and I saw Tony, as he is affectionately known to the masses, in the papers and I thought if Quincy Jones, Andre Agassi and the likes of these outstanding individuals called him for that extra edge, why not me.

So I went on to piss my mum off, by depositing my first $200 with the events company bringing him in and went on to make 4 more subsequent payments.

When I finished the program, I was so eager to share my new tools and ideals but now that I recall not too many were keen on listening, not too many were looking for answers. But that's not my point, my point is as I think back then, I realised I looked upon Tony as more than an ordinary being and well of course he is extraordinary beyond measure but I didn't think he was a human being.

I believed that if I did all he did, I could reach the same level of success and have everything that I ever wanted, but I learnt after a while, I didn't wanna be him.

4 September 2007, I volunteered to crew at his event Unlimited Power, along with Internet Marketing guru, Stephen Pierce, and relationships expert, Allan Pease. This time, I got to see what happened behind the scenes, I saw these 3 extraordinary beings in an ordinary light for the first time.

Seeing them walking around having conversations with members of their staff, and just seeing them offstage, they look so human, so ordinary, ORDINARY, they could be that stranger in a business setting the way the looked.

Somehow it was good to see them that way, that they have kids, they have problems but the difference is that they are extraordinary in applying the principles they preach, they are the doers, and that's why it's always good to hear it's possible and when you listen to how they have come from such humble beginnings, I know it's possible.

Crewing is a tradition that I don't really remember how it came about but each time you attend any of Tony's event, it's the crew that really makes it happen because they come in the throngs of hundreds, maybe even halfway round the globe just to volunteer their time and energy, to help with logistics, security, registration and the many other things that happen during the events.

And by being an attendee of his events, you automatically qualify as a volunteer, because you know what the environment is like, how things happen, the energy level and it is most importantly, a platform for you to give without expecting anything in return.

Well when I went for the briefing it was the same thing, lotsa energy and enthusiasm. This was also where we were asked, why are we here.

Some came because they were fans of the speakers, some came because they wanted to help and learn behind the scenes, some were paid, one, was forced to come by his sister.

For me, the only reason I came, with no hidden agendas, was to serve the people because before I was a firewalker, they made it possible, without them, I wouldn't have been able to walk six feet of burning coals without so much as a mark with no training whatsoever.

But what I also saw was the two sides of a human being.

Some people were being just plain superficial, the whole energy and all was as good as a show, egos needed to be kept in check, communication was a total flop and considering that the company has been doing this for its entire lifespan it shocks me that they have not established a system that allows for all these to take place seamlessly.

And I realised, that the whole tradition of crewing was ruined by the company as most 'crew' around me were receiving payment which was a totally disgusting idea because I bothered to email the company to volunteer myself and they told me that they had considered my proposition not to pay up for any ticket and ALLOW me to CREW. The audacity.

But surprisingly when I found out towards the end of the day, after dealing with angry participants who were late and expecting us to rush for them, doing a lot of manual labor, doing sales, being on your feet most of the time, it felt amazing to be one of those who give without expecting to receive.

I believe that my 3 hours of sleep for a full day event was worth every bit as I want to believe I touched every soul that I met and gave all that I could.

I think that's one of my qualities that many consider "allowing others to take advantage" but it's something that's me, I own it, and it's the same as it is at work when I'm at the beautiful restaurant.

Tempers may flare, things might go wrong, but when has anything ever gone all right? :D It's all in a day's work and really it's all about the people, and the joy of giving.

The joy of giving, you really gotta give it a go, it's addictive.

Sunday, August 26, 2007

Someone waiting for you

As I finished work like any other Saturday night, I would pack my bag, punch my card, take the long flight of stairs down the restaurant and head for the train station. Usually by then I would feel a chill from the air-conditioning on my perspiration and I would take the MRT from City Hall back to Tampines and I will take a bus back home from the bus terminal.

This Saturday felt different.

Since I got my driver's license, I have been working late through midnight and driving my dad's car home, or to supper at Fei Fei Wantan Mee, or to find some friends for company. But this Saturday, yesterday, I went about my old routine of taking the good ol' public transport.

I felt the void.

I used to have a pesky A.P. who would send me smses even during my shift, and after work, I will definitely see a message that asks caringly, if I have finished work or am I tired, or, she would say that she was tired and she'd be turning in and I'd see her tomorrow.

Yesterday, I received no such messages, and it made me ponder, is there someone waiting for all of us?

It made a whole lot of difference, having someone wait up for you whilst you head home, because even though you're alone, you don't feel alone, because someone is waiting, someone notices if you were to make it back home safely or if you might have been involved in a car accident.

Don't take your someones for granted, they are the ones that keep you company when you're lonely and make sure you're home safe each time you venture.

Saturday nights feel lonelier than usual now.

Tuesday, August 21, 2007

"Boats", navigation and decisions

I believe I have always been a positive person, even before I knew I was one. My experiences in life only serve to remind me further that you find a way or you make a way, you choose what to feel and what not to feel, and you can empower yourself with the simple act of decision-making.

We make decisions every day, some more significant than others, but nonetheless these decisions regardless of their gravity will shape our destiny and future.

The day we were born, we were all put into "boats"; our families and environment decide what boats we sail on, a luxurious yacht or a simple speedboat, and there we go, sailing into the mysterious sea that is seemingly calm one moment and turbulent and threatening the next.

Every voyage is different; it brings with it different climatic conditions, and as much as we have the technology to predict the weather and sea conditions, we are not often prepared to deal with the sudden change in the environment and the decisions we make in these crucial moments determines our destination, if we do have one planned in mind that is.

We can't control the boats we receive but we can use the stars, or whatever tools we have in our possession to chart our course. Because the one thing we can control is ourselves, our thoughts, our feelings, our emotions, and that is what makes us human, and not animals that act on instinct. As much as we humans often claim to have no control over ourselves, I am sure many of us remember a moment or many moments when we took over, and these feelings and emotions held no reins over us.

And I have decided four years ago, that I will be happy no matter what, I will not put myself down, neither will I allow myself to sink to that pitiful, depressing threshold because I've been there and I had enough. I will chart my own course, even though I do not know my final destination, but I will keep going in search of my own paradise.

But yet the people around me whom I love dearly are struggling in their own oceans.

Few were blessed to receive machines with navigation systems and capabilities of 16 knots or more, and many of them are plunged into the most turbulent seas and torrential weather. And whether they do or do not know it, they have slowly subjected themselves to fate, and everyday they curse and swear at the seas, at the weather, wondering what they have done to deserve such an agonizing voyage.

And I start to ponder, is this not for everyone? Are "navigation charts" proving useless in the most turbulent oceans with the most primitive "equipment".