Hospitality matters
By Farah G Decano
LAST December 22, I was thrilled to attend my first graduation as Dean of the College of Law. I thought to myself that, by attending the ceremonies, I will be honoring the memory of my father who was the first dekano among the Decanos in Pangasinan.
Bringing my elderly mother to the commencement felt surreal. She donned her Doctorate in Civil Laws graduation gown as she marched the aisle and sat beside me. While I was posing with her, clad in our glorious graduation gowns for posterity, I suddenly remembered an old picture of her and Papa. They were both professors of the College of Law while Papa was its dean. Mama eventually became a Dean, too, in another school. Being the college head was not something I aimed for. To me, it was nerdy job. Now here I am, in the same profession as both my parents. Who would have thought?
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My recent encounter with a duty manager in a Pangasinan hotel reminds me of how memorable and pleasant my stays were in other hotels, here and abroad. Instead of bashing the haughty supervisor, I prefer to express gratitude to the people who are much better in the hospitality industry. His more experienced general manager made up for the transgressions committed by her subordinate. I would have wanted to mention her name here but that would identify the hotel. The owners themselves have been very kind to our family and are well-respected in Dagupan.
I like Benjie of the Leisure Coast Resort. Having organized several occasions at the Justin Hall and occupied their Presidential Room more than a few times, I need not repeat to him anymore what I expect. He is one who would get his hands dirty just to make my family’s stay at the resort pleasant. Dr. Voltaire and Mrs. Loreta Arzadon must have taught Benjie the importance of personalized customer relations. This power couple know how to remain humble despite their success.
I also like Emily of the Star Plaza. She makes regular customers feel their warm welcome especially when she grants simple guest requests. On her own initiative, she even offers available discounts to them. There was no need to make their lodgers feel like beggars for price-cuts. Mr. and Mrs. Charlie Ngo certainly have not forgotten how they started that, even to this today, they still value their original patrons and remember to appreciate them yearly.
In the restaurant business, Les Boissons is definitely superb in this department. Noah does not mind my Mom stretching her legs despite the elegance of the venue. He provides her pillows and plays old songs for Mama whenever she arrives.
Richelle Novales of Breadhouse makes you feel at home. I cannot forget the time she saw me looking at the menu searching for tinola. When she heard that the chicken preparation was for my sick Mama, she had her staff cook it even though it was not offered on the list. Isn’t she so sweet? My heart definitely melts whenever someone invites or considers my Mom with high regard.
I also appreciate the Sabina Restaurant. The waiters there immediately know what Mama needs. They rush to the sofa where she sits and provide her pillows for her aging back to recline on. They really pay attention to their customers’ needs.
Kudos to Roman Valdez of the Cristoforo Restaurant, Monarch Hotel. He makes my family feel valued. He would even remind us that my family were the first customers of the hotel’s Elizabeth Grand ballroom. Feeling embarrassed about my mama’s conduct of wrapping her left-overs from the breakfast buffet area, I volunteered to bring to his attention mama’s funny habit. He replied that it was ok. He understands that these were the old ways of people of the yesteryears. I am grateful for his liberality towards Mama.
I might be mistaken for a brat. I am of the belief, however, that frequently returning customers must not be faulted if they look for “consuelo.” It is after all earned due to their continuous patronage and loyalty. Arrogance definitely has no place in the hospitality industry.
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