Walking through the doors of Nairobi Serena Hotel you cannot fail to recognise or remember the friendly smile that welcomes you. Meet Joshua Maliku the enthusiastic doorman who is fondly known to many visitors to the Nairobi Serena Hotel – Kenya . Joshua has worked at Nairobi Serena Hotel for the past 25 years, and has an interest in football, travelling and music. This is perhaps, what you didn’t know about Joshua.
What is your typical day like?
I am an early riser. I represent the hotel therefore a lasting first impression is important for me this therefore means that I need to be well groomed too and familiarizing myself with the days schedule. This is by running by the days expected VIPS list, taking note of the airport transfers for the day and taking note of the key functions for the day. I also offer support to the front office staff by recommending different modes of hotel transport to guests on request, co-ordinating the Valet services, potterage assistance and client assistance with hotel and concierge information.
What were you doing before your current position?
Prior to my current position I was employed as a kitchen steward from 1986 , then moved into the food and beverage section as a waiter and later on into housekeeping as a public area cleaner and In-Room Cleaning. Later on a position opened up in the security department and I was appointed the Security Lobby Officer.
How did you get into your current position and how long have you been with Serena Hotels?
Whilst working as the Security Lobby Officer, I was always fascinated and drawn by admiration to the former doorman Caleb Olum and how he used to carry out his job. He performed his duties with such professionalism and passion. Eventually I gathered the courage and approached the rooms division manager at the time, requesting for a chance to do the job. It took 4 months after which I was tried at the job as I relieved Caleb for four months and thereafter confirmed for this position in 1997after proving myself and my capabilities. This year marks my 25th year, since I joined Serena Hotels.
Tell us about your educational background?
I studied up until O-Levels, thereafter trained in Guest Relations and later studied the Japanese Language at Diploma level. I am currently doing a course in Computer Studies.
What do you like most about your job?
The fact that I get to meet a lot of new and interesting people from all walks of life and welcome them with a smile.
As a doorman, what are your main challenges?
Not meeting my target of a 100% attention to most of the guests especially at the times when the hotel is busy, this always poses a challenge.
Do you ever encounter difficult guests?
I believe that as long as I make the guests feel welcome, comfortable and happy and at home, then everything is a smooth sail.
What milestones have you achieved since you joined the hotel front office team?
The fact that I have acquired immense knowledge pertaining to my profession and functions on customer service. This has helped me continuously establish a good rapport with the guests that visit the Hotel.
What is your long term goal with your career?
The fact that I meet a lot of interesting people from all walks of life on a daily basis, always makes me want to impart my experience and skills with others and as such I would eventually like to open up a Customer Care Training School.