A professional knows that faking it is no substitute to knowing it
Dropping in one morning, at a takeaway counter located at the lobby of a 4-star city hotel to fetch myself a ‘latte’, I happened to notice the patisserie counter had an impressively wide range of cakes and pastries on display. But before asking about one or two items that suddenly set my hunger pangs alight, I politely enquired from the smartly jacketed female server the name of the hotel’s manager.
Incidentally, I had a faint inkling of who that might be, but being unsure as I only vaguely remembered his name, I wanted to be certain. Surprisingly, the young lady struggled to give an answer. “Mmm…I think it is… just give me a moment, it’s…” Realizing by then that she was totally in the dark, I prompted her with the name of the hotel manager - but with a slight twist. Instead of providing his actual name which was *Rohan, I ventured to ask, ‘Is it Mr. *Ruwan?” *(actual names are withheld).
She literally grabbed at it like a lifeline, replying ‘Yes, yes, that’s him” whilst vigorously nodding her head. By this time I lost all interest to ask her about those snack items that had caught my eye, since I felt she may be unable to provide me with accurate information. I admit I could have been wrong... but first impressions at that moment dictated my actions.
This incident took me several decades back in time, to an occasion where, during my internship at a luxury 5-star hotel, I was called in to assist as a banquet attendant for a particularly large celebrative event. I can still clearly remember a ‘moment of truth’ that I encountered that evening - one that has stayed with me right up to this day.
I was given a tray laden with a half-dozen assortment of appetizers, and hustled out of the kitchen to serve guests who were beginning to gather in the banquet hall. As I made my way rather hesitantly, I was accosted by a smartly dressed gentleman who began to quiz me on the names of the appetizers, what they contained and how they were prepared. It immediately became evident that I barely knew how to identify the items, let alone describe what they contained..
The well-dressed person (who I later came to know was the hotel manager), looked me squarely in the eyes and told me quietly yet firmly “Young man you are thoroughly unfit to be of use this evening. Go back to the kitchen and find out what you are serving. Until then, I do not want to see you here”. Having said those ‘telling’ words…words that still cling to my memory, he strode away.
After that memorably unhappy first encounter with the hotel manager I immediately went back to the kitchen and thoroughly acquainted myself with the proper name of each appetizer, its ingredients, and preparation. I then went back to the hall, found my way to where the manager was and thoroughly explained each item. With a faint smile he said “Now, that’s what I expect from you – be a professional in whatever you do. Get to know what you are doing; never be a fake on the job."
Shafeek Wahab – Editor, Hospitality Sri Lanka, Consultant, Trainer, Ex-Hotelier
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