Claudia Calleja
'It's not servile to serve' in hotels or restaurants
The hotel and catering industry offers a rewarding not servile career path, as some perceive it to be, according to hotelier Winston Zahra.
Once, the parent of a young man who applied for the job of a waiter had told him she did not want her son to serve people.
"This sort of attitude offends me... A company is as good as all the people who work there," he said, stressing how important it was for firms to invest in ensuring employees across the board were satisfied with their job.
Mr Zahra, CEO of Island Hotel Group Holdings, was speaking during a Quality Management Conference organised by the Malta Chamber of Commerce, Enterprise and Industry.
He outlined how his company went about empowering workers by involving them, offering training and performance appraisals among others. Ultimately, he said, it was the employee who came into direct contact with the client, so it was vital that all workers were trained and projected the company's ideals and brand as part of a team.
"Money makes things possible but people make things happen," he said.
Mr Zahra said the industry faced various challenges, such as the negative perception of being servile rather than offering a service, a shortage of skilled employees and lack of awareness of environmental issues among workers.
Building on Mr Zahra's argument, Johannes Schneider, president of Abertax Quality Ltd, said it was essential that people who worked in a company knew why their job contributed to the firm's success, irrespective of the size of the business.
"Questioning why you are doing your job is the fastest route to demotivation," he said, adding it was important all companies had policies in place to ensure its people knew their role, understood it and felt valued as part of a team.
"Whether it is the top management or those who clean the floors, they need to understand why they are important in the company," he said.
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Jesmond Micallef
Nov 21st 2009, 20:47
The question of qualifications is indeed a good one. This is not just in the Hospitality Industry but in other industries too.
Quote : "Questioning why you are doing your job is the fastest route to demotivation,"
My observation : What demotivates me are the little "piglets" who seem to circulate around Malta with somekind of Politicians Backup. I am referring to those who get "Politically Appointed". Should I dare to mention, qualifications, here ??
This article has indeed very valid points. I just wanted to add another "Dimension" to it.
One should feel proud of his work, whatever that may be.
Louis Gialanze
Nov 21st 2009, 14:37
I do agree with Mr Zahra's mantra that "a company is as good as all the people who work there" but then wonder why so many people without formal training are given jobs within the hospitality industry in preference to locals. Maltese workers may be facing more than just competition from foreign workers in this particular sector. Indeed, I very much wonder whether this is a case of positive discrimination or mere cheap labour.
Gino Schiavone
Nov 21st 2009, 11:37
If the Tourism and hospitality industry employ graduates of the Institute of Tourism studies Malta and similar institutions which provide the necessary skills and competencies then the industry will not have problems of good customer care and they would have been trained and experienced too, to understand why they are important for such an industry. But it also holds true that salaries must be adequate as well. I had a student once who told me 'Sir, I am not going to work as a Fitness instructor but as a waiter.' I asked why. He said 'because with the pay and overall tips I earn more' The psychology behind this is that the young generation mostly employed are looking for getting enough money too . The Industry must show that it is after creating jobs and not threatening jobs- and maybe in this way they would have convinced the government to lower vat on meals and other Tourism services.
My question is are you employing adequate numbers or are you operating on skeleton staff. And is at least 80% of the workforce coming from recognised institutions. Or is the Industry SERVING business purposes only- employ less qualified for less pay.