Guests are in safe hands with Radisson SAS Sharjah bellboy Joy S Nofies, who talks to Hotelier Middle East about his responsibilities, dedication to customer service, and his future dreams.
How long have you worked at the Radisson SAS Resort, Sharjah?
Well, I worked in the government sector in the Philippines for almost six years, in the Legislative Department of the City Government of Paranaque. I’ve been with the company [Radisson Hotels and Resorts] for more than four years now. I started on November 16, 2003 and it’s my first job outside my beloved country, the Philippines.
What attracted you to the position of bellboy?
Working in the hotel industry is a very challenging role. What attracted me to my position was the opportunity it presented to deal with people of different cultures, and the fact that it would allow me to broaden my knowledge and capabilities. This role is very different to my previous roles. With my present role I have to be more confident, a more customer service oriented person, who is friendly and has unlimited patience.
What training have you received?
I have undergone lots of training with this company to ensure that I perform properly and am able to meet the guests’ requirements. I’ve been trained in how to handle guest complaints, telephone etiquette and the ‘yes I can’ philosophy of Radisson SAS. I’ve also been trained on the Fidelio and Opera systems. And I was trained under the Sharjah Commerce and Tourism Authority’s ‘Sharjah and so Much More’ programme and with Dubai Tourism and Commerce Management’s ‘What’s New in Dubai 2007′ programme.
What does your job entail?
In this kind of job you must have patience; you must be a customer service oriented person with a wide knowledge about places, with dedication and the spirit to deliver a consistently high quality of service. Everyday before I go to work I pray that I have enough strength and knowledge to answer the guests’ enquiries. Actually in my position as a bellboy, from time to time I encounter lots of guest requests and when I see them satisfied with my response to their enquiries it makes me feel that my day has been productive – that it is complete.
What do you do to ensure that you deliver the best service?
With the ‘yes I can’ philosophy of Radisson SAS Resort Sharjah, I am focused on assuring our guest that at the time they enter the hotel they will receive a warm welcome from friendly staff, ready to assist in any way they can. I believe in the saying “first impressions last”. Being friendly to the guest is one of the main ingredients to my job and I have to work in the spirit of good service, and to make sure that every guest that comes to our hotel can experience the best in town.
What is the most rewarding aspect of your job?
A very nice question, which I am inspired to answer. My aim as a bellboy is to meet the guests’ expectations. Achieving the highest quality of service I can give to the guest is the most rewarding aspect.
What is the most challenging aspect of your job?
The most challenging aspect of my job is to deliver the most ‘impossible’ request of the guest. Sometimes I feel I cannot do it but in the end I manage to acquire what the guest needs and live up to expectations.
How do you think you have improved over time?
Actually with the combination of my training, the support of the management and my colleagues, I have improved my skills in customer service and learnt to deal with different kinds of guest and their enquiries and requests.
What makes a good bellboy?
Being a good bellboy is not a talent, it is understanding the spirit of good service, and dedication to your chosen career.
What are your future career plans?
To continue what I have started and to be at the top. I would like to become service manager, lobby manager or front office manager someday, and with my dedication to my job, more training, and believing in myself, I ensure that I continue to improve.
Follow us on
