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Winning True Waldorf Service Nomination.

This is a superb nomination because it clearly shows how the Team Member exemplifies brand pillars. Instead of saying, “BP helped us organize a tough event,” the nomination details exactly how he did it while showing his commitment to teamwork, passion, and responsiveness—all the ingredients for True Waldorf Service.

Excerpt of the Olympic Memoirs of a Reception Manager Passion, Anticipatory and Team. I cannot think of three better service values to describe Bhupendra Gurung a.k.a. BP, Guest Service Assistant. Wednesday 18th July 2012 (1 week to go for Olympics London 2012) Our Director of Operations, Oliver, organised three Chinese Chefs, to come over from China to England to help us over the Olympic period as we were exclusively booked by a group. Moreover we wanted to make it as seamless as possible for our kitchen staff and above all homely for our guests. All three Chefs agreed to work with us and even accommodation was arranged. It all looked fantastic for us… Monday 23rd July 2012 (Three days before the big arrival) Oliver receives a call from the one of the three Chinese Chefs telling him that unfortunately due to the fact that their visas have been declined they were unable to come to the UK. This was a big shock! We all could already picture ourselves standing in the kitchen making “Dim Sum” (A Chinese dish of small steamed or fried savoury dumplings containing various fillings, served as a snack or main course). In that very moment, BP was checking his rota and could not overhear the bad news Oliver just received. BP went over to Oliver’s desk and asked if he could help. Oliver sarcastically said: “ Yes sure BP. Could you please organise three Chefs that can cook Chinese and let me know when it’s done. Thank you!” BP responded: “Sure Sir, I will do.” As always and went off. Oliver tried to use all his contacts within the company to get someone to help us out but to no avail. In the meantime BP called a friend who works as Chef at an Oriental restaurant and has a passion for cooking Chinese food. BP asked him whether he would be able to help him and especially our hotel in cooking Chinese food for London Syon Park, A Waldorf Astoria Hotel. But he would need three Chefs in total. As soon as he heard the hotel’s name he said: “Don’t worry BP, leave it with me.” Half an hour later he called BP back to say that he has two other Chefs who can cook Chinese food and confirmed availability over the Olympics for all three of them. BP knew that his friend would not disappoint him. He then went to Oliver’s office to inform him about the good news. Oliver couldn’t believe it was so easy for him to arrange this. BP also agreed a test run with Milan the following day in order to prove their skills in making Chinese food. Tuesday 24th July 2012 (The test run) Milan and his two friends arrived at the hotel. Oliver and BP met them and went straight into “business” (the kitchen) with them. Even if he and his friends received skeptic looks in the first place, they cooked all the dishes on the menu that Oliver has put together and even the Executive Chef was impressed by their skills. Having worked with BP for almost two years now, I can say that there are not many team members like him. He is a team player through and through with a constant “Can-Do” attitude. If there is one person in the hotel that deserves to “go for Gold”, it should be BP and therefore I would like to nominate Bhupendra Gurung, due to his fantastic last minute help prior to the Olympics and his excellent service during the Olympics. He really saved the hotel a lot of trouble. Thank you BP for all your hard work! ——— BP has worked hard to ensure that the hotel has got the product that was promised prior to the Olympics. He has shown a constant can-do attitude and has helped to avoid a disaster from happening.



Posted on Jan 10, 2013

Topic(s): The Spirit Award

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