Posted By: SilverBirch Hotels & Resorts
Interview: Arnulfo Panit, Houseperson, TownePlace Suites Mississauga Airport Corporate Centre
Born in San Fernando, Launion province Philippines, Arnulfo Panit came to Canada in September 1999. He began working at a factory for 2 years. In 2002 he saw an ad for a houseperson position at a hotel in Vaughan and decided to apply for it, as his wife also works in a hotel. Having no hotel experience and never using devices such as a radio before, Arnulfo took on the challenge with determination. The executive housekeeper trained him and he quickly excelled at the position.
Still learning English terms he remembers a funny story about the first time he was asked to bring a cot to a room, he understood cat, and wondered if there was a mouse in the hotel. He then learned what a cot was and from that day forward it became an inside joke that the cot or rolling bed was called ‘the cat’. He stayed with that hotel for two years, and then was hired by SilverBirch Hotels & Resorts, TownePlace Suites Mississauga Airport Corporate Centre, in July of 2012.
Arnulfo was the first Associate of the month for the TownePlace Suites as well as Associate of the year for 2012. His hard work and excellent guest service earned him the well-deserved SilverBirch Hotels & Resorts Associate of the Year award.
2013 has so far been an exciting time for Arnulfo. Not only was he recognized for his hard work, he also welcomed his first child in February.
We give our guests a superior experience by
delivering service that goes beyond what they expect.
SBHR: What does Quality mean to you?
AP: For me quality means that every job I do is done well and should always satisfy our guest. Every job I do is done sincerely without taking shortcuts.
SBHR: Why is the Quality value so important to you?
AP: The Quality value is important to me because I feel the quality of my work and exceeding our guests expectations will make our guests feel welcome, comfortable and at home and make them want to return. I want our guests to feel proud to say that they stay with us.
SBHR: How does the Quality value guide you in your day to day life?
AP: It is a big part of my day as I find it helps me with all of my tasks as I want to see to it that I am doing the best I can to satisfy our guests and my fellow associates. When I see that our guests and my fellow associates are happy, this shows that our hotel is a great place to be and the positive energy transfers to a great experience for our guests.
SBHR: Why do you think the Quality value is important to an organization?
AP: Quality means that you are putting out your best as an associate of the hotel, showing how you want to be there, going that extra mile for our guests and exceeding their expectations. This will keep the guest coming back; they will spread the word on the great experience they had staying at our hotel. If we want to keep our guests coming back and bring in new guests, we must always go above what they are expecting of us.
SBHR: Can you share an example of when you witnessed an associate exemplify Quality?
AP: One of our Room Attendants got to know one of our extended stay guests very well. They have a young boy who recently celebrated a birthday. This young boy is very fond of this room attendant and she wanted to do something for him as they were checking out the next day. The Room Attendant got a small frame and made a birthday greeting for the young boy, and the hotel bought him a birthday gift as she informed guest services that it was the boy’s birthday. The parents of the boy wrote a letter thanking the staff and the room attendant for making them feel like they were part of a family, and how much they would miss everyone at the hotel.