Moment Makers
Moment Makers
When you first read the words ‘Moment Makers’, you might think of people that have done huge things to help others, but the truth is that anyone can be a Moment Maker.
At Radisson Hotel Group, we are all Moment Makers and for this reason, we wanted to highlight some stories of employees going the extra mile: delivering impressive work, helping their communities or representing our culture.
We’re dedicating this book to all our Moment Makers around the world that continue delivering memorable moments day after day with a Yes I Can! spirit and astounding attitude.
A huge thank you to each of them.
Moment Maker
Mariusz Palasz
Assistant Chief Engineer at Radisson Blu Hotel, London Stansted Airport
Mariusz is originally from Poland and he has completed engineering studies in his native town of Rzeszow. In 2004, he decided to move to the UK for employment opportunities, but his English wasn’t great, so he decided to take a job as a laundry porter.
After working for a year, he gained some confidence and approached the Chief Engineer at the time to ask him about a job vacancy for a painter. He was great guy and asked me to paint a section of the wall as a trial after a thorough interview process. Mariusz was nervous about the interview, but knew he would impress him with his painting skills. There were 25 applicants and he managed to secure the job, and the rest is the history.
Since then, he has learned many new skills, including communicating with contractors, supervising them while they carry out work on site and ensuring the hotel is fully compliant with health and safety regulations.
He never knew he would join the hospitality industry, but he was passionate about engineering and this passion took him to an industry that he can proudly say he thoroughly enjoy working in. No two days are the same in hospitality, and in last 20 years he has enjoyed working with different leadership teams and rising through the challenges to become stronger.
Moment Maker
1. Culture Belief that represents you the most
“We are many minds with one mindset”, represents me the most. Though working in engineering doesn’t involve interacting with every guest, we play a crucial role in ensuring our guests and colleagues have the most enjoyable stays and shifts possible. Our collective aim in the engineering team is to look after our hotel, guests, and team with “Yes, I can!” spirit.
2. What hospitality means for you
Hospitality is about being a true host; it’s a people business. Digitalization and technology will support us to make the business more viable and productive, but the real impact is made by the people working in the business and creating memorable experience for our guests.
Every guest who feels welcomed and looked after will return and speak positively about our brand. Creating that environment and culture is important, and it’s done through people – our team.
3. What is the greatest accomplishment you’ve done at RHG
In last year 20 years, I have been through highs and lows, surviving the recession in 2008, COVID-19 in 2020, and other challenges. But winning the “Department of the Year“ at the annual hotel awards for 2023 has been a highlight, especially with our brand new maintenance team. To be recognized as a Moment Maker has been another highlight and shows that RHG is committed to growing talent within the business.
4. Motto that drives you
My motto has to be “Yes, I can!”. It’s just three powerful words, but drives me to excel in my role and support the hotel and the team in achieving our overall goal every single day.
Kaouther Hamrouni
Training & Branding Manager at Radisson Blu Palace Resort & Thalasso, Djerba
She was born and raised on the beautiful island of Djerba in southeast Tunisia. Djerba is bursting with cultural richness, and the sea along Tunisia’s southeastern coast contains all the Mediterranean’s usual trimmings with a mix of North African roots. Its wonderfully interwoven tapestry is most evident in its people, with the Muslim, Berber and Jewish communities peacefully coexisting on the island as they have done for centuries.
The Culture Belief that represents her the most is the ‘Yes, I Can!’ spirit because the magic of hospitality can be created onvvly with genuine smiles, empathetic service, and proactive readiness.
Her favorite hobby is gardening, including preparing flower beds, sowing seeds, and taking care of plants as they grow. She grows flowers and vegetables in my backyard. In this way, she can use her spare time productively and it is beneficial both for her health and in creating stunning memorable moments with her family.
1) Three words you think that define you and why.
Ambitious: Having great plans, striving for success. My ambitious nature made me perfect for the role. Amiable: Nice, friendly and smiling
Confident: For me, being certain of your abilities and having trust in people, plans, and the future are key elements for happiness, not only in the working environment but also in your family and with your friends.
Team player: We are a group of players forming one side in a competitive game. When people can successfully collaborate through the sharing of their different skillsets and experiences, they produce amazing outcomes that are often far greater than those generated through individual efforts.
Moment Maker
2) Learnings from Diversity Week
Diversity Week is meant to be a first step in spreading awareness of the fact that rather than diversity being about ‘someone else’ it’s actually about ‘ourselves’. Experiencing this firsthand is bound to lead to an actual change in conduct, which is our ultimate aim.
3) What you’ve enjoyed most about Diversity Week?
Participating in the workshops was an opportunity for me to take an in-depth look at different areas of knowledge and other behaviors. The new insights gained served as an incentive for individuals to take action and thus maximize not only their own performance but also that of their colleagues, which will result in a stronger organization overall.
4) For you, what is it to be a “Moment Maker”?
Being a Moment Maker means turning interactions into connections. Making a difference in the team and with guests, and brightening lives every step of the way. It only takes one moment to make a difference. When you turn a first date into a second, and take couples from prom to proposals, you are making moments that matter. Moment Makers show guests how we value them professionally. A moment maker is simply:
A dreamer
An artist
A designer
A creative
A relationship hero
A small business owner
A therapist…
Nurul Marfazillah Abdullah
Housekeeping at Radisson Hotel, Brunei Darussalam
Nurul Marfazillah Abdullah has been part of the RHG team for the past 35 years. She was born in Temburong, Brunei. The culture belief she likes most is ‘We enjoy serving with our “Yes I Can!”. Her hobbies include cooking and cleaning at home.
Moment Maker
1) Why did you start working in the hospitality industry, and RHG in particular?
I have always been very interested in the hospitality industry.
2) Can you share 2-3 memorable moments from your 36 years with the company?
Being part of RHG has allowed me to support my children and grandchildren. The most memorable moment for me is when I hurt my back while housekeeping and the hotel immediately helped me get to the emergency room for treatment.
3) What are some of the most valuable lessons you’ve learned during your time at RHG?
The most valuable lessons I have learned during my time with RHG were from my mentor and from my supervisor, Jaliha Bte Hi Rabaha and Mr. Gerek, who taught me how to complete housekeeping tasks properly.
4) What advice would you give yourself 36 years ago when you started working at RHG?
If I could give myself advice 36 years ago when I first started working with RHG, I would say keep working hard. If I could turn back time, I would definitely choose the same journey with RHG.
Hj Bakri Bin Julai
Bellman at Radisson Hotel, Brunei Darussalam.
Hj Bakri Bin Julai born in Kg Rimba, Brunei has been part of the RHG team for the past 35 years. The belief he likes most is ‘We believe anything is possible’. His hobbies include making new friends and playing football.
1) Why did you start working in the hospitality industry, and RHG in particular?
I started as a Security Officer back when the hotel was part of Sheraton and was eventually offered the Bellman position. I have since grown attached to RHG and would like to dedicate my career to the industry.
2) What are some of the most significant milestones you’ve achieved during your time at RHG?
Winning the Radisson’s Got Talent at our annual dinner with my performance.
3) How has RHG supported your personal and professional growth over the years?
During the pandemic, RHG supported me and my family by sending supplies to my home during quarantine. RHG has also supported my professional growth, helping me become more confident in who I am.
4) What is the thing you like the most about RHG?
What I like most about being part of RHG is being treated like family and being respected at all times.
Syed Arshad Simnani
Assistant Front Office Manager. Radisson Srinagar. J&K
I started my journey with Radisson Hotel Group in 2018, when I had the great opportunity to join as Front Office Supervisor at Park Inn by Radisson Amritsar. Later in 2021, I had another opportunity to join Radisson Srinagar as a Duty Manager, and was promoted to Assistant Front Office Manager a year later. Three years on and I’m still with RHG and very happy with where I am in my career. I admire our Group very much and I will continue to contribute to the company and our culture beliefs.
I enjoy spending time with my family, gardening, reading, and am curious about learning new things, experiencing new cultures, and meeting new people. What I like most about the hospitality industry is how it creates positive experiences, allows you to meet new people from around the world, fosters new connections, and encourages you to explore new places with different cultures, traditions, and backgrounds. Hospitality is all about teamwork and creating a warm welcoming environment for guests while providing excellent service. For me, hospitality is a way of life.
1) Culture Belief that represents you the most
We grow talent, talent grows us.
2) What does growth and career development look like to you?
My ambitions, growth, and career development involves constantly improving in the standard and scope of assistance I provide, which includes enhanced language fluency, improved problemsolving skills and staying one step ahead with the latest information to better assist others. It also involves progressing through various roles, acquiring new skills, and advancing within the industry. It is a journey of expanding expertise, taking on more responsibilities, embracing new challenges and potentially moving into a leadership role to contribute to the personal and professional advancement of myself and others.
3) If you could describe RHG in one word, what word would it be?
Innovative.
4) What does being a “Moment Maker” mean for you?
It involves anticipating and exceeding guest expectations and creating special and memorable experiences that make a positive and lasting impression and leave people feeling valued. It’s also about going beyond to ensure guests feel valued and well-cared for during their stay.
Markus Niederhauser
Chef at Radisson Blu Resort Cam Ranh
I grew up in Bern, Switzerland, where I took my first steps along my culinary journey. My international experience started in the Middle East, then I moved to Maldives and Abu Dhabi. My first Radisson Blu position was in Poland as a Sous Chef. After some time in Oman and Jordan, I was appointed Executive Chef in Bratislava, Slovakia.
Since then, my RHG journey has brought me to several Eastern European countries, including the 2014 Olympic games in Sochi, where I also became Area Chef for Russia and Eastern Europe. The next frontier became Asia – staring in China, then followed by Vietnam for what has been almost five years. In my free time, I enjoy photography and exploring the area by scooter with my wife.
Moment Maker
1) What have you enjoyed the most about working at RHG over these past 23 years?
What I have enjoyed most are the opportunities RHG has given me over the years – opening hotels in different countries and continents and building teams with amazing people and talent, with whom I could explore the flavors of the different cuisines from around the globe.
2) For you, what is it to be a Moment Maker?
A Moment Maker is when you keep the “Yes, I Can!” promise to your colleagues, the guests and to yourself, and deliver the best in every small moment – excellence is in the details and not in grand gestures.
3) What is a dream you hope to fulfil one day?
My dream is to visit the Great Ocean Road and take the most amazing drone and photo shots!
4) Leader that inspires you
Through the many openings I have been a part of with Radisson Hotel Group, I have met many people who helped me find and build who I am today, and I’ll always be grateful for these leaders and teammates for showing me what hospitality stands for.
Half a century of loyalty
and dedication
– what an amazing achievement and inspiration for us all at
Radisson Hotel Group.
Barbara Awwad, Senior Business Accountant - Payroll at the Copenhagen Corporate Office and Allan Berling Christensen, Head Waiter Banqueting at Radisson Blu Scandinavia Hotel, have hit the fifty-year milestone of service with us and their dedication makes for an entire chapter on how to truly be a Moment Maker and live our Yes I Can! spirit.
Here’s to the next 50 years!
Barbara Awwad
Sr. Business Accountant, Payroll
Copenhagen Corporate Office
Moment Maker
My name is Barbara and I work as a Sr. Business Accountant, Payroll. I am part of the Corporate Accounting team based in Copenhagen. I am originally from Poland but moved to Denmark in 1973. I have a genuine passion for engaging with people and have always been driven by curiosity, not only in terms of professional development but also through listening to people’s stories. Additionally, I have a deep love for travel, often embarking on journeys with my husband and family. My career at Radisson has played a pivotal role in making this travel-loving aspect of my life more accessible, and for that, I am grateful.
1) Culture Belief that represents you the most
We believe anything is possible: In our day-to-day operations we come across many challenges and obstacles. Having a positive and can-do mentality, even during difficult situations, is key to leading a successful team and delivering expected results. I believe you should never give up, even if there’s only a 1% chance of succeeding.
2) Why did you start working in the hospitality industry?
I was looking for a summer job back in 1973, and had plans to continue studying after the summer break. As luck would have it, the Scandinavia Hotel had recently opened its doors and was actively recruiting many new team members. I joined the Housekeeping team back then and fell in love with my work almost immediately, finding it exceptionally intriguing due to the diverse composition of my Housekeeping colleagues, hailing from various corners of the world. It was as if the whole world was gathered when we were at work, and it was wonderful. Social connections mean a lot to me, so I feel lucky that it’s been enjoyable all along, with many different colleagues. And that’s a big reason why I’m still here today.
3) What have you enjoyed most about your job?
Looking back, I cherish numerous wonderful memories. As part of Radisson, I’ve had the opportunity to travel extensively and stay at many of our lovely hotels. The hotel industry is a great match for my passion for travel, and ever since joining, exploring
different countries and cultures has become my hobby. Also, I’ve had the pleasure of working within many different teams of colleagues.
4) How has RHG supported your personal and professional growth over the years?
There have been excellent opportunities to participate in many of the courses I’ve been interested in. Additionally, I’ve had the chance to switch and hold various positions over the years as my interests evolved. It’s been wonderful to further develop myself, exchange knowledge, and of course, learn from my talented colleagues.
5) How have you seen the company evolve throughout your career?
So much has happened since I first set foot at Radisson. Everything has evolved, from the leadership and the concept from the old days to what it is now, and I’ve been here through the exciting journey and have enjoyed watching the chain flourish.
6) Do you have any advice for those entering the job market today?
Yes! Always be positive and open minded. Don’t be afraid and let fear hold you back, and never doubt your ability to tackle challenges that might come your way. Instead, you should think, “I can do anything.” Just think about our slogan, “Yes, I can!” Everyone should follow it, even in their day-to-day lives.
What motivated you to stay 50 years at RHG
Allan Berling Christensen
I work as the Banqueting Head Waiter at Radisson Blu Scandinavia Hotel Copenhagen, a hotel I joined back in 1973. In fact, the hotel opened the same year, so I have been here since the very beginning of its era. Privately, I love to spend time with my family. My wife and I share a common interest in dogs. I have been the Chairman of the Danish Dobermann Association for more than 20 years, and have also been a judge at various Dobermann competitions. Our passion for dogs has taken us around the world, from Scandinavia, around Europe, to South-Africa and Indonesia, just to mention a few places. I am a true supporter of our “Yes, I Can!” service philosophy. In my role, it’s all about creating daily memorable moments, no matter how large or small the event is that we are hosting.
Head Waiter – Banqueting at Radisson Blu Scandinavia Hotel
1) Why did you start working in the hospitality industry, and RHG in particular?
From early childhood, I always knew that I wanted to work in hospitality. My parents and siblings were in the hospitality business too, so it always felt like a natural path for me. I therefore decided to study at the Hotel & Restaurant School in Copenhagen, where I obtained my Waiters diploma.
I joined the hotel back in 1973 as an apprentice. I quickly developed an interest in Banqueting and Meetings & Events, and continued working on the team as a waiter. Just a few years later, I was promoted to Banqueting Head Waiter – a role I have held ever since.
2) Can you share 2-3 memorable moments from your 50 years with the company?
I have so many fond memories from my time at this hotel, so picking 2-3 is very challenging! One of the first things I remember is serving at a very nice event that was held at the hotel before it was fully operational. I remember we didn’t even have the wallpaper up yet!
One of the biggest highlights for me is when I had the chance to serve for HRH Queen Margrethe II of Denmark. She was attending an event with us in the early 70s, and I was appointed her personal waiter for that evening. It was a very special evening, and everything ran as smooth as it possibly could. Did you know that she became Queen in 1972, so she has also recently rounded 50 years of service!
3) What are some of the most valuable lessons you’ve learned during your time at RHG?
One of the most valuable aspects I have learned is that diversity matters, and that it is important to be open to other people’s opinions. Whether it’s a colleague, a guest, or a manager, and with all our different opinions, this industry provides space for us all. Respect is key. This is also part of our DNA and in our beliefs: We are many minds, with one mindset.
4) What advice would you give someone about to enter the job market?
Regardless of where people are in their career, and regardless of age, I would encourage everyone to reflect on how they feel at work. It is my impression that many people change jobs today rather frequently. If you are happy at work and have great colleagues, maybe think twice before you change to something else.
What motivated you to stay 50 years at RHG
From the Hotel Lobby to the Ice Rink: The Story of Hotel GM and Ice Hockey Coach Petr Dubsky
Petr Dubsky is not a typical RHG hotel General Manager. While he is dedicated to his hospitality career and leading the hotel team at The Diplomat Radisson Blu Hotel, Residence and Spa Bahrain, he is also passionate about ice hockey.
Petr’s journey within RHG began 15 years ago. Since then, he has worked his way up the ranks to become a General Manager of one of the first five-star hotels in the Kingdom of Bahrain.
But it’s not just his impressive career in the hospitality industry that makes Petr stand out. After obtaining his international ice hockey coaching license in the Czech Republic, he decided to support the development of ice hockey in a very unusual location, the Kingdom of Bahrain, spending his free time at the ice rink coaching kids, the senior men’s team, and a dedicated group of Bahraini women.
Petr’s passion for ice hockey began at the age of five in the Czech Republic, where ice hockey is the national sport. At the age of 20, he decided to move on and pursue a career in hospitality abroad in a variety of countries, such as Ireland, Georgia, Bahrain, KSA and Oman, which limited his options to play ice hockey.
It was in Oman during COVID that he accidentally learned about ice hockey in Oman, then joined, practiced with, and eventually became a coach of the team.
When he moved back to Bahrain, he knew he wanted to continue his involvement in the sport. Eventually, he took on the role of Head Coach of the Bahrain National ice hockey team. After many months of consistent practice and improvements, both the men and women’s teams took part in an international tournament in January 2023 alongside twelve other professional teams – Bahrain’s first major experience and exposure in ice hockey.
This May, the men’s Arab Cup tournament took place in Kuwait featuring eight countries. The tournament was where the team from Bahrain secured its first win in the history of ice hockey on such a level, beating Algeria. The team followed this up with a second win over Tunisia, securing fourth place in the overall tournament standings.
His focus remains on being a hotel GM; however, Petr puts great importance on supporting the local community, and he believes that both roles complement each other. His experience in hospitality has helped him manage the hockey team more effectively, while his coaching skills have helped him adapt a variety of leadership styles in the workplace.
Petr’s dedication to both hospitality and ice hockey is a testament to his hard work and determination. He is proof that pursuing your passions outside of work, balanced with family life, can lead to a more fulfilling career and a well-rounded and balanced life.
From the lobby to the ice rink, Petr Dubsky’s unique story and experiences have helped him become a successful hotel GM, a respected ice hockey coach, and a pioneer in the development of ice hockey in the Kingdom of Bahrain.
Petr Dubsky
General Manager at The Diplomat Radisson Blu Hotel, Residence and Spa Bahrain
1) Culture Belief that represents you the most
We believe anything is possible: in our day-to-day operations we come across many challenges and obstacles. Having a positive and can-do mentality, even during difficult situations, is key to leading a successful team and delivering expected results. I believe you should never give up, even if there’s only a 1% chance of succeeding.
2) What does being a “Moment Maker” mean to you?
Hospitality is a unique business. We welcome guests to ‘our house’, make sure they sleep well, eat well, and we do the best possible for them to feel at home. I believe that if a guest feels as comfortable at our hotels as they do at home, then we have achieved the most memorable moment possible.
3) What is a dream you hope to fulfil one day?
In the short term and within my hospitality career, I wish to eventually work in an area that is well-connected with nature and have the opportunity to breathe fresh air and appreciate the most valuable asset our earth has – nature.
In my private life I aim to eventually settle into a hustle-free environment, away from all the busy cities. I admire people that manage to disconnect from the fast-moving world and focus on their well-being and finding the right balance.
4) Motto that drives you.
Treat everyone the way you would like to be treated. Always give back to the society you are living in.
Christopher Peach
General Manager at Radisson Blu Waterfront Hotel, Jersey
I am a former chef turned Hotel General Manager, and have worked with Radisson for 11 years.
Growing up, living, and working around the world – New Zealand, Middle East, Far East, UK, and Africa – has inspired me in so many ways, from food to my hobby of creative woodwork.
I have pent up creative frustration and for me there is nothing more cathartic and rewarding than exploring overgrown woods and timber yards, getting lost in the wilds looking for discarded, misshapen natural treasures to transform. I am outdoorsy and passionate about everything I do.
I am constantly looking for and experiencing the wonderful. The plethora of the world’s colors and textures, fragrances and flavors, but mostly the souls of people and places have left me with a greater appreciation of art and culture, formulating the beauty of the world we live in.
1) What does the YIC is the belief that looking for reasons happy.
2) If you could describe Catalytic
3) What does being This is an odd one really. of it. Being a Moment is to help the people were working under
4) What is a dream Oh, I have several, but mountain bike. And
5) Motto that drives Simple! If you do what
Moment Maker
the Yes I Can! spirit mean for you? that brought me to Radisson all those years ago. It is, for me, about getting things done, not why something is impossible, and the fundamental empowerment of the team to make guests
describe RHG in one word, what would it be?
being a “Moment Maker” mean to you? really. One does not do something or should not do something hoping for a reward at the end Moment Maker is of course lovely and I am thrilled to be selected; however, what I did, with my team, people that help us daily – the rescue and emergency services. This was done at a time when they extreme pressure and stress in the aid of others. They are the real Moment Makers.
dream you hope to fulfil one day? but one I have always thought about is riding the length of the Great Wall of China on a hopefully doing it with one of my kids. drives you. what you have always done, you will get what you have always gotten!
Melih Aydin
DOSM of Radisson Residences Vadistanbul, Turkey
Melih Aydın made an impressive effort to support Hatay, the city most affected by the earthquake in Turkey.
Through tireless work and determination, Melih managed to collect an impressive three truckloads of goods to donate to earthquake victims. From food and water to clothing and bedding, every item was carefully selected to address the most pressing needs of those affected.
Melih and his friends accompanied the trucks to Hatay, ensuring that every donation was delivered safely and efficiently to those who needed it most. By going the extra mile and personally delivering the goods, he demonstrated a level of compassion and commitment that is truly inspiring.
Melih’s selfless actions serve as a shining example of what can be accomplished when we work together to help those in need. We are incredibly proud of him and grateful for his ongoing efforts to make a positive difference in the world.
Moment Maker
Tell us about yourself.
In fact, this story began when I was a child. I used to work in the technical service as an intern. My first professional signing to the RHG family was in 2012. My first department was the food and beverage department. I learned a lot…As time went on, I realized in myself my ability to sell. In 2015, I moved to sales department. I was very happy and wanted to change things. I left beautiful family in 2017. I continued with a different chain to have a different experience. But one year later I came back to Radisson Family again.
I signed a contract with Radisson Blu Hotel Kayseri. Afterwards, I worked in following hotels respectively (Radisson Collection Vadisanbul and Radisson Residences Vadistanbul)
At the moment I’m a department manager and working at Radisson Residences Vadistanbul as Sales and Marketing Manager. And I’m really happy. The journey I started is still going on.
What you’ve enjoyed the most about this experience?
I want to explain this in one word .. The mobilization of all people is something we can only understand by living. It’s a great feeling to see that.
Similar actions you’ve done in your life.
I’ve never experienced a situation like this.. I’ve taken a lot of action in support. The last time I did a wheelchair campaign for people with disabilities. Every help or donation gives different feeling.
Motivations that drove you to do it.
Just put yourself in those people’s situation and imagine you lose your everything in one day including your parents.. I wanted to be the heart and voice of earthquake survivors.
Culture Belief that represents you the most.
In the Anatolian culture which I belong to, there is a necessity to help people. In the context of this culture, regardless of the religion or race of the person who needs help, it is my philosophy of life to use all the means we can to help that person.
Nilam Thuwan
Executive Pastry Chef at Radisson Blu Hotel, Kuwait
Nilam Thuwan is the Executive Pastry Chef at Radisson Blu Hotel, Kuwait and has been part of the RHG team for the past 35 years. His hobbies include cooking and photography.
Culture Belief that represents you the most
We grow talent, talent grow us.
Best memorable moment you had at RHG
Innumerable – Nilam has experienced many unforgettable memorable moments in his time with RHG.
Best memorable moment you created for someone
We asked Nilam’s team about the memorable moments he has created for them.
Wassim, Chief Steward – NIlam is someone who can stand up and find solutions when operations are busy or whenever there is a struggle with staffing.
Moment Maker
Chef Tony, Sr. Chef De Partie – I will never forget the support he extended to me during the Horeca competition, during which I won a gold medal. Chef Nilam can see the best in me. This was one of my greatest moments.
Chef Jitto, Demi Chef – Nilam is a very caring boss. When I had difficulties with my family and my mother was in the ICU, I resigned. However, he refused my resignation and instead sent me on open vacation until I overcame all my issues. This was the best moment I ever had – I felt important, valued, and cared for.
Joanna, Assistant HR Manager – Nilam is a giving person who can pass information on smoothly. I will never forget his contribution during the HACCP audit.
Margot, Assistant Marketing Manager – Nilam is gifted and always taking care of small details. Whenever we had a photo shoot, he would come up with original food displays and contribute with his eye for photography.
Mohamed Shakil, Financial Controller – Nilam has a big heart. During the COVID pandemic while our employee accommodation was under lockdown, he used his time and resources to bake daily pastries for all employees.
Philippe Pellaud, General Manager – Nilam was a valued member of the team and a true moment maker. We have received numerous positive comments for his innovative cake design and successful events. We are very proud of him and his passion for developing talent.
What have you enjoyed most about working in hospitality?
• Creativity
• Teamwork
• Development opportunities
• Recognition
• Standard and efficiency
Quyen Le
Rooms Division Manager at Radisson Blu Cam Ranh, Vietnam.
My name is Quyen and I have worked in the hotel industry since 2011. Five years ago, I had the great opportunity to join RHG when I took on my first assignment as Front Office Manager at Radisson Blu Resort Phu Quoc, where we were opening the first RHG property in Vietnam. In this role, I had the chance to host the RHG Asia GMs meeting, where I met the company’s former President of Asia, Katerina, who inspired me to set new career goals.
After 1.5 years, I moved to Radisson Blu Resort Cam Ranh because I wanted to inspire young girls in my hometown and show them that everyone can follow their dreams. I was promoted to Room Division Manager after 1.5 years here, and just two years later, I am now training to become Operation Manager, a role I will be taking on in 2023.
After five years and counting with RHG, I am very happy with where I am in my career. I appreciate our Group very much and I will continue doing my best to contribute to the company and our culture beliefs.
1. Three words you think define you and why.
Passionate: I am a true hotelier who has loved hospitality since the first time I entered an international 5-star in Nha Trang as the leader of a choir. Now, I can’t imagine doing anything other than working in hospitality, and I still have a big goal to achieve.
Adventure: My journey started 12 years ago at the Sheraton Nha Trang Hotel & Spa, where I was first employed as a Guest Service Agent. I then set a goal to become Front Office Manager within seven years. After three years of working in hometown, I wanted to change my life, so I decided to work in Abu Dhabi at the St. Regis Saadiyat Island as a Butler. It was an adventure for a girl who had previously spent 24 years in one place. There were 2,000 employees, 73 nationalities and I was the only Vietnamese person there. Then I made another move to get closer to Vietnam by working at the Crown Plaza Vientiane, Laos as Club Lounge Manager and eventually moved up to Guest Experience Manager.
And then after six years of working in hotels, I achieved my goal of becoming Front Office Manager at Radisson Blu Resort Phu Quoc. I do appreciate Peter Ferran, who believed in me and gave an amazing opportunity to work for Radisson Hotel Group.
Confident: I truly love and enjoy working in hospitality because it gives me opportunities to work with different types of people, different backgrounds, different cultures and have chances to learn so many skills for my career. All of this makes me extremely confident in my job.me to continue to work hard.
Moment Maker
2. Culture Belief that represents you the most
Coming back to work at Radisson Blu Resort Cam Ranh – my hometown – I want to inspire people with young mindsets working at the hotel. We can deliver Memorable Moments from our hearts every day, everywhere, every time.
3. Dream you hope to fulfil one day
I have a dream to become a General Manager one day. To be honest, I never had that dream until I met Katerina, our former Asia President in Phu Quoc. She told me, “If you can manage the house, you can manage the hotel.” From that moment, I’ve had a big goal of becoming a GM.
Every day I learn and do things that bring me closer to my goal. I am a Room Division Manager who is currently training to become Operations Manager at my property.
4. Best memorable moment you created for someone at RHG
We had our first town hall during the pre-opening of Radisson Blu Resort Cam Ranh, and my GM said each department needed to present their team to the hotel. As a Front Office leader, I decided to make a video for all employees. It was the easiest way to tell people what we do at the Front Desk. My team and I had so much fun doing it, and the entire hotel was impressed with our performance. Please see the link for the video.
Moment Maker
Rakesh Sethi
South Asia’s Corporate Executive Chef
As the Corporate Executive Chef at Radisson Hotel Group, South Asia, I am responsible for designing exclusive menus, creating progressive Indian dishes, and presenting my interpretations of traditional Indian recipes in contemporary style, with a specific focus on pre-openings, conceptualizing new F&B outlets, streamlining operations, and improving service while preserving the highest levels of quality and hygiene.
An alumnus of The Institute of Hotel Management, New Delhi, I am an industry veteran with close to four decades of experience in the kitchens of India’s best hotels.
I am a national award-winning, progressive culinary professional with a unique blend of creative flair and passion for food.
Moment Maker
1. What does winning this award mean for you?
I am honored to be recognized by the Government of India through the most prestigious India Tourism National Award.
This award is an approval that makes all my efforts feel worthwhile. I am happy to be perceived as a valuable member of the RHG team. I thank India’s Tourism Ministry for this recognition and my Managing Director, Senior Directors, and colleagues for their support, which always motivates me to continue to work hard.
2. What do you like most about your work?
The ability to be creative, and the sense of satisfaction one achieves by cooking a satisfying meal. As a Corporate Executive Chef, I often get the chance to travel, which offers a perfect opportunity for me to try new foods and gain knowledge about different food cultures.
3. Dream you hope to fulfil one day
My dreams are to:
• Make RHG restaurants a culinary destination
• Showcase Indian cuisine and its rich culinary heritage, both in India and at a global level.
• To contribute to eliminating hunger and malnutrition, to the greatest extent possible, in the underprivileged sections of Indian society.
4. Best memorable moment you had at RHG
There have been two notable memorable moments for me with RHG. My first most memorable moment was in 2017 when, based on my performance and contribution to the company, I was selected to be part of the RHG corporate team as Corporate Executive Chef of one of the fastest growing Hotel Groups in Asia, which had 97 hotels in operation at the time. My second most memorable moment was when we opened our 100th RHG hotel in India –being part of such a proud team achieving a historic milestone of 100 operating hotels in India with the opening of Radisson Bhopal was something I will never forget.
5. What does the Yes I Can! Spirit mean for you?
To me, the Yes I Can! spirit means understanding my purpose as a Chef and part of a hospitality company, while being a guest-focused team player who thrives in a busy environment and delivers a memorable service, every time.
Moment Maker
Rushali Mahesh
Cluster Welfare, Training and Accommodation Manager at
Radisson Blu Hotel, Dubai Media City and Park Inn by Radisson Dubai Motor City
Rushali was born in a small city called Mangalore and raised in Kuwait. After graduating in early 2020 with a degree in Hospitality, she started an HR internship with RHG which was her first experience in a hotel and human resources. It’s been a little over two years, but she says it feels much longer thanks to the opportunities and experiences she’s been so fortunate to have. She joined as Human Resources Coordinator in July 2020 and was promoted to Cluster Welfare, Training and Accommodation Manager in September 2022.
1. Three words you think define you and why
Driven, Engaging, Creative
I am excited and driven by my goals and take a creative approach to engaging colleagues and myself to achieve these goals and contribute to my little but beautiful space in the big picture. A leader who inspires you
I have had the pleasure of being mentored by really amazing leaders and am really grateful for all of their contributions to my growth and development. But if I had to talk about who inspires me, it’s definitely the people I work with and have the pleasure of learning from every day, be it the General Manager or a Housekeeping Attendant. Being able to see how you’ve impacted their days even in the tiniest of ways, getting to be part of their development, seeing them take the next big step in their career – that feeling is incomparable and is what keeps me going and inspires me every single day.
2.
A Culture Belief that most represents you
In 2021 I was voted EMM Ambassador for the, “We value open and direct interactions to build trust,” culture belief.
As a novice, I noticed how HR was seen as a back-of-house department that does paperwork and pays salaries. Moreover, people were often hesitant to come to the HR office or even say hi. But for me, I saw HR in a completely different light and wanted everybody else to feel the same way about it. HR is more than just paperwork and salaries – it’s about building relationships and trust so
Moment Maker
colleagues can come to you when they need a shoulder to cry on or want to celebrate their wins. But it’s also about knowing where to draw the line, since you are the neutral force in an organization and might be disciplining those same people somewhere down the road.
People think twice before knocking on the HR office door, so I just leave the door open myself.
Baby steps and I think we can slowly change this stereotype.
“We have fun in all that we do,” is also another culture belief I truly believe in. We spend most of our days at work, and having fun while we do it is something that I believe is really important. I’m nicknamed “Chuckles” because there’s always laughs and giggles around, there’s music playing in the office and in the corridor, funny little dance moves here and there, silly jokes, lunching with friends from other departments, sharing food and learning new things together. A lot of that comes from ability to let loose sometimes and enjoy those moments with my work family.
3. What hospitality means to you
I was exposed to this big beautiful world from a very young age, and I couldn’t imagine a place better than this to work at, because you’re not just sat at a desk and facing a computer. You get to meet so many people from all walks of life, live so many experiences, share amazing food, serve and care for the people that come to your door for the service you provide –that is so fulfilling for me. To me hospitality is wholesomeness and the feeling of belonging. I am profoundly influenced by Maya Angelou’s quote, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel!”
Moment Maker
Marco Rabbia
General Manager at Radisson Blu in Brazzaville, Congo
Marco is a travel junkie who started his life adventure at a very early age by leaving Italy to live in South East Asia before he was even two years old. This gave him the opportunity to live in and experience countries such as Hong Kong, South Korea, Singapore, Thailand and Taiwan, before moving to Australia, where he finished his schooling and decided to get into hospitality. Once he completed Hotel School, he decided to continue adding layers to his world travels and became a hospitality nomad, starting as a receptionist in France and slowly moving up while working in the UK, Belgium, Netherlands, Greece, Eritrea, Maldives, Dubai, Kazakhstan, Azerbaijan, Turkey, and now in Congo. He joined RHG in 2002 at the Radisson Collection in Brussels and was given his first General Manager role in Antwerp in 2005. He then left the group in 2009 to work for several privately owned properties, before returning “home” to RHG in 2020 as General Manager of the Radisson Blu in Brazzaville, Congo.
Moment Maker
1. What do you like doing in your free time? I enjoy spending time with family, kiteboarding, woodworking, cooking, and gardening.
2. Three words you think define you and why Family – Without a doubt I would not have achieved what I have today without my parents believing in me and helping me follow my dreams from an early age, and later in life without the continuous support, patience and understanding of both my wife and daughter.
Passion – Life is too short not to do what one enjoys doing, and most of all, not doing this with passion. While not always easy, I believe we should make every moment a special moment, both in our own lives and in the lives of those with whom we cross paths.
Food – I enjoy preparing and eating it, because life revolves around the kitchen and the table. Food is a reason for people to get together, families to reunite, friends to share stories, and each time it tells a story and evokes memories.
3. Culture Belief that most represents you
I believe in people and in their potential to grow, develop, and build something for themselves. I believe that the hospitality industry is one of the few industries offering the opportunity to start from the bottom and work your way up the ranks. It offers opportunities to people, especially youngsters, of all ages, social backgrounds, and education levels. With dedication, passion, and the right attitude, I believe hospitality offers a future to children coming from less fortunate backgrounds, and I believe it is our responsibility to prepare the next generation of hoteliers with this in mind. Everyone should be stimulated to learn something new and be encouraged to have fun along their journey.
Sabrina Yu Moment Maker
Ms. Bao is a regular guest who had a minor complaint one day when she wasn’t entirely satisfied with the view from her room during her stay. In the process of dealing with this complaint, Sabrina showed respect for the guest’s personal hobbies and then helped her solve the problem. After that, every time
Ms. Bao stayed at our hotel, Sabrina would inquire about the guest’s needs in advance and make proper arrangements. Ms. Bao was very satisfied with each stay, and she also praised Sabrina many times when leaving comments online. Sabrina says she always takes every opportunity to create a memorable moment for guests through her own efforts.
Guest Service Manager at Radisson Plaza Chongqing, China
Moment Maker
1. A dream you hope to fulfil one day I aim to become an excellent hotelier and create memorable moments for every guest I serve, making their stays warm and unforgettable.
2. What does hospitality mean to you?
To me, hospitality means doing everything with sincerity, courtesy, and respect. We always deliver memorable moments from our hearts, and always put ourselves in the guest’s position to make them feel attended to, comfortable, and at ease.
3. Best memorable moment you had at RHG
My best memorable moment would be when I was named the winner of EMM 2021, and was recognized as the outstanding performer of our, “We deliver memorable moments every day, everywhere, every time,” belief.
4. Best memorable moment you created for someone
One day when I was on duty, I saw a lady sitting at the Lobby Lounge alone with her eyes red and swollen. I noticed her struggling to open a small bottle but failed, so I went up to her and offered to help. After talking to her, I understood that her eyes were inflamed and the swelling was causing her not to see clearly, so she was limited in being able to complete her daily tasks. Plus, the doctor suggested that she eat light food, yet most of the food here is spicy. Hearing that, I called the restaurant to prepare a bowl of porridge, delivered it to her room and handed over the guest’s case so we could pay attention to her diet. Also, I learned that the guest needed to take eyedrop every three hours, so I set an alarm and went to her room to help her with it. Several days later after the guest checked out, we received online feedback from her saying, “it was a real five-star experience and true Yes, I Can! spirit.”
Sharfuddin Newaz Moment Maker
Director of Sales and Marketing, Radisson Blu Dhaka Water Garden
I am a passionate hotelier with a love for business and relationships. I believe in people empowerment and innovation and my forte is building relationships by providing solutions along with hardcore sales and marketing strategies and actions.
Years at RHG: More than 10 Years
What do you like most about working in hospitality?
Having the opportunity to work with people of different cultures is special, and meeting new people every day is what I love most about hospitality. There is so much to learn and so much to explore through the pleasant (and at times unpleasant) interactions with different guests and customers daily.
What award did you win and what does it mean to you?
I attended the National Education Career & Cultural Carnival Bangladesh 2022 organized by the Federation of Hospitality, Tourism and Event Management as the guest of honor and received Bangladesh’s “Icon of the Hotel Industry” award. Mr. Jabed Ahmed (Additional Secretary, Bangladesh Government), Chief Executive Officer of Bangladesh Tourism Board, presented the award to me. The award ceremony was held on 29 March at the Bangladesh Parjatan Corporation. They mentioned my significant contribution and long-time unique performance in the hospitality and tourism sector.
Nothing feels better than establishing a sense of progression. If you know you’ve done the hard yards, the emotions that come with it are enough to fuel you to take bigger and better steps in the future.
1. Leader that inspires you: Mr. Andre de Jong, VP – Operations, Southeast Asia & Pacific, RHG
2. What hospitality means for you: Caring, Well-being and Appreciating
3. Complete this sentence: “I wish I can exceed the guests’ expectations all the time.”
4. Best memorable moment you had at RHG: Journey from Senior Sales Executive to Director of Sales and Marketing at Radisson Blu Dhaka Water Garden
Graham Chalmers
Curator at Radisson RED Glasgow, has been in his role for over three years and he is incredibly passionate about his career. He loves working in hospitality because of the constantly evolving role and challenges. Graham tries to create a working environment where ideas are welcomed and his team is encouraged to think for themselves. He try to always innovate and this is something he cares deeply about. ‘We ALWAYS want to lead, never follow.’
Moment Maker
1. Three words do you think that define you and why
Driven, Dedicated, Innovator.
I am hugely driven – my work is my passion, and I am utterly dedicated to my career and my hotel. This is not a job for anyone who wants to knock off when they leave the building. I am constantly on call and beyond that, I like to act on ideas as I have them, as my team and brand partners can confirm. So, it’s not unusual for me send an email or text with an idea to colleagues or brand partners late at night to pick up the next day.
My dedication is a matter of pride to me – I love what I do and hope that shines through in my daily work. I am determined to always lead the way and never want to follow. I am always available and keen to act on ideas as I have them, night or day.
I believe Radisson RED Glasgow leads the way while others follow – time and time again, other hotels in the city imitate our ideas. I can’t comprehend doing this. I always want to lead the way in terms of ideas, events, and activities, and that is what we do.
2. Thing you like the most at work
Freedom.
I am very lucky that our owners and Radisson Hotel Group give me complete freedom to run the hotel as I want and create new ideas, events, and initiatives. We have been hugely successful in this – from our charity events raising a lot of money for good causes, to our streams and in-person events with big-name DJs and bands like the Fratellis. I enjoy leading the way and am delighted to be backed continually while doing so.
3. Dream you hope to fulfil one day
Running my own hotel or expanding my current role.
I very much enjoy my role, but the obvious next step I feel has to be going to the very top and operating my own hotel. Yes, it’s ambitious, but you have to be just that. I have learned so much from my owners, who I feel has mentored me a lot, and I’d love to channel that knowledge into my own venue. However, the idea of expanding my role within the group also appeals to me, as I love both Forrest Hotel Group and Radisson. So, developing my role to help grow the group would also be hugely appealing.
4. Best memorable moment you had at RHG
This is a tough one as there have been so many memorable moments. Probably my campaign Be Kind To Hospitality taking off and seeming to actually make a difference to workers in the industry across the UK and beyond. That or standing in the Sky Bar and seeing events I had dreamed up come to life, with big acts and concepts playing out as I had envisioned them. We raised over £40,000 for charities like Hospitality Health and The Ben, making a difference to people within our own industry.
Ania Kazmierczak
Moment Maker
Ania recently won an award as ‘Trysil-Employee of the year 2021’. Thank you for your continuous Yes I can! Spirit and for representing what hospitality stand for.
Ania started in the restaurant business as a summer job at the age of 16. She worked in a coffee shop, which was a “big city” experience. She was soon promoted to supervisor and worked to support her studies at the Academy of Higher Physical Education. She eventually planned to work and travel in Norway for a year and was employed at Radisson Blu Trysil. She started at breakfast and worked through all the F&B outlets, then became the team leader of La Piazza & Lobby Bar, where she is currently working. She ended up falling in love with Trysil and building a life there.
‘Being a team leader is a challenge with different obstacles to overcome on a daily basis. I have learned a lot and have been inspired by many people along the way.’
1. Is there something you´ve dreamed of doing for a long time?
I always dreamed of travelling, spending my time actively and learning about different cultures. Fortunately, working at Radisson Blu Trysil has given me this opportunity. Over the past years it has become very international here in Trysil, Norway. It is now a popular travel destination all year round, which gives me the chance to be active outdoors and enjoy different activities year-round. With Trysil being so international, there is a constant flow of different people and cultures, which gives me many opportunities to meet new people and experience different ways of life.
2. Leader that inspires you
It was difficult to choose one person, but all these people are worth the title they have – they all have characteristics that every leader should have. Together they create the perfect leader.
Pontus Åkesson – a true leader
He promotes our vision – together at Radisson Blu Trysil we created our core values. He displays integrity and high personal culture, always treated employees as working partners, never any less, and was always there for his staff and willing to listen. He helped further develop staff through different courses and trainings. He has unconditional respect for people – was fair and kind to employees, made everyone felt seen and important, and was always willing to jump in and lend a helping hand.
Veronica Aaneby – always on point
She is a woman I look up to for being strong and decisive, highly competent at her job and always willing to listen. She is someone people trust and can count on, and I respect her for having a strong opinion and for never being afraid to stand up for her beliefs.
Anett March – F&B & HR superstar
She is highly organized and hardworking, believes in people and always gives everyone a chance. She is kind and positive with all her staff, and is someone you can count to solve problems and take control of situations.
Trysil guide Eva Ruder Thoren – passion and people
She’s a strong and independent woman, and is always positive no matter what. She’s a wonderful person with big heart who puts people first and is an example that work can be fun! She’s made her workplace special, so everyone feels like a family member. She runs a company with many employees, but sees everyone. These leaders inspire me everyday!!!
My goal is to be a true leader like Pontus, always have a strong opinion like Veronica, be highly organized and hardworking like Anett, and be cool like Eva.
Daniel Pedreschi
Moment Maker
Daniel Pedreschi has spent an unbelievable 30+ years in the hospitality industry and has held roles in some of London’s infamous icons, including Grosvenor House, Cafe Royal and Somerset House.
In 2009, he started his journey with PPHE Hotel Group and his association with Radisson Hotel Group as Hotel Manager with the iconic new opening of Park Plaza Westminster Bridge London. By 2011, he had been promoted to General Manager of this fantastic flagship hotel and became Regional General Manager UK in 2018, overseeing 10 Park Plaza properties.
In his current role as Vice President, UK Operations at PPHE, Daniel is responsible for supporting the General Managers of the UK properties, and is also overseeing preparations for the openings of the art’otel london hoxton and art’otel london battersea power station in 2022. Alongside his day-to-day role, he’s also involved with the charity Hospitality Action, serves as the Director of the South Bank Employers Group, is a Master Innholder and a Fellow at the Institute of Hospitality.
1. Takeaways from winning this award
Winning the Hotelier of the Year 21 Award has given me an incredible sense of pride and made me reflect on what we have achieved, not only in the past 18 months, but also throughout my career. It has also shown me how resilient this industry is during these uncertain times, and the effort we are all willing to put into surviving and thriving.
2. Three words that define you and why
- Family – undoubtedly, without my wife and children by my side, I could not have achieved a fraction of what I have.
- Team – nothing is possible without a dedicated team and their loyalty. I have been fortunate to have worked with many teams during my 37 years in hospitality and they have got me to where I am today.
- Hospitality – through and through. It is me; I am it, and I am incredibly passionate about the industry as a whole, both personally and professionally.
3. Your best memorable moment at Park Plaza UK
There are two standout moments for me. Opening Park Plaza Westminster Bridge London, our 1,019-bedroom flagship hotel, and more recently, winning the AA Large Hotel Group of the Year 2019-20.
To be part of one of London’s biggest new openings was an incredible moment for me and the team, and then to be recognized by the industry for all our efforts to become Large Hotel Group of the Year gave us all a real sense of pride and achievement.
Moment Maker
Sofia Kupriyanova
Front Office and Food & Beverage Service specialist at Park Inn by Radisson Pulkovo Airport, St. Petersburg.
My professional journey began at the age of 18, when I had the opportunity to work for a chain of hostels in St. Petersburg. Every year, 10 million tourists visit my beautiful city. Therefore, there were many areas within the tourism sector where I can improve my professional skills. However, I chose the Park Inn by Radisson Pulkovo Airport because I was charmed by the sight of planes taking off and travelers arriving. Looking back, it certainly wasn’t a mistake!
Now, I am developing into an all-rounder; a multipurpose employee who connects two departments – Front Office and Restaurant. The experience of working in the Front Office helps me optimize work at the contact points of different departments. This helps us avoid duplicating operations. These interactions also offer many creative opportunities.
1. Thing you like the most at work and why
Definitely the team! Every day I work side by side with energetic, talented and motivated people. Most of all, I like the fact that I can help colleagues facing challenging situations. During my shifts, I try to support new employees and give them hints about what to say and do in different situations. With the help of other managers, I develop trainings and teach others how to improve our service. In general, my task is to help both departments function like clockwork and share important information both quickly and efficiently.
2. Best memorable moment you had at
RHG
Perhaps the most memorable moment in my career was last week, when our FO manager went on vacation. It may sound strange, but it was such a valuable experience that it left a vivid impression on me. I faced all kinds of difficulties that come with making responsible decisions. The supervisor and I responded to guest reviews and monitored the work of the entire department. We also dealt with guest complaints and needed to take the qualities of each team member into account to prevent possible problems. The realization that we managed to cope with such an important task and even raise the GRI brought a lot of satisfaction.
3. What does hospitality mean for you?
Hospitality is an important part of my life. I try to make everyone around me feel comfortable, both at home with my family and at the hotel with guests. After all, the most important thing is to show guests that you are happy to see them and that you really want to make their stay at the Park Inn comfortable. For example, if a guest is waiting for a check-in for a long time, there is always an opportunity to offer them a seat at the bar for a complimentary drink. But the Front Office often forgets about this possibility and tries to solve the problem on its own. And on the contrary, when restaurant employees need to charge airlines for the buffet, they cannot do so without the help of reception.
In general, an all-rounder position allows me to take care of guests comprehensively and charm them with excellent service. Thanks to this mindset and the care each Park Inn by Radisson Pulkovo Airport employee put into their work, our property takes the honorable first place among the rest of the chain’s hotels.
Moment Maker
Niklas Jonsson
General Manager at Radisson Blu Latvija Conference & Spa Hotel, Radisson Blu Elizabete Hotel, and Radisson Blu Ridzene Hotel, is another Moment Maker. Niklas has a diverse career and has lived in six countries and three separate continents over the past 14 years. Together with his team at Radisson Blu Latvija Conference & Spa Hotel, he just hosted the IIHF Ice Hockey World Championship for 12 of the 16 participating teams as a “bubble” hotel. It was a major success!
1. What did you enjoy most about this experience?
I truly enjoyed being part of this amazing team that did the impossible. From the contracting part with our Commercial Team to the planning and execution from the Operations Team – it would not have been as successful as it was without these fantastic individuals. There were so many aspects that made it very complicated and the first 10 days of the event were very tough on the team, but they never hesitated or took a step back. They simply pushed through the very long hours and the pressure by supporting each other and just being awesome.
All participants were self-isolating in their rooms for the first two days, so the team delivered full breakfast, lunch, dinner and two individually packed snack meals per day. That is approximately 5,500 meals delivered over two days. This was followed by delivering the same amount of meals spread over 13 buffets in different places in the hotel with different menus.
Our housekeeping department only got access to teams’ rooms while they were either training or playing games, so the coordination and limited time given is truly impressive to manage without any complaints.
To observe how different departments heledp each other and how many of our former colleagues that we unfortunately had to let go due to Covid-19 came back to help us for four weeks is certainly one of the highlights of this event. So, I echo Bob Hartley, the head coach of the Latvian National Ice Hockey Team: “The employees of the Radisson Blu deserve a gold medal, plain and simple – I don’t think excellent is good enough.”
The feedback from all the ice hockey teams and organizers was overwhelmingly positive. Our entire team can be proud of what they achieved, and I feel privileged to work with the best and I am really looking forward to continuing our journey together. Thank you for making it so easy for me to look good.
2. Similar actions you’ve done in your life
Given the circumstances of this specific event, the short amount of time we had to prepare, the complications with Covid-19 protocols, and essentially going from 0 for the past year to 100% occupancy with 12 teams and all their needs covered has been unique. I can’t compare it to anything I have done before. so it’s certainly another great new experience.
3. Name a leader that inspires you
There are many leaders that inspire me. What they all have in common is that they have understood the power of their people and how to utilize that for the benefit of the individuals in the team and the benefit of the company.
Moment Maker
Jérôme Martens
Cluster Executive Chef at Radisson Blu Hotel Antananarivo Waterfront, Radisson Hotel Antananarivo Waterfront and Radisson service Appartements Antananarivo City Center, is another one of our Moment Makers. Jérôme has been with the company for 25 years and has created a legacy through his knowledge of standards and focus on customer satisfaction. He has grown up with the group, starting his career with RHG in 1995 at the Radisson SAS Hotel in Brussels as the Demi-Chef de Partie for the Sea Grill restaurant. He feels proud to be part of Radisson Hotel Group and we’re proud of having him with us, too!
1. Culture Belief that represents you the most
We enjoy serving with a Yes I Can! spirit’ and ‘We deliver memorable moments every day, every time and everywhere’, reflect the Culture Beliefs thatbest represent me and allow me to share my knowledge with others and help them grow
2. Things you like the most about your work
The feeling of working with a team to satisfy our clients and getting immediate feedback from our host about the quality of my work. I’m proud of all the cooks I have trained and being able to see them grow with our company to become chefs
3. A dream you hope to fulfil one day
To one day become a corporate chef for a big company like ours.
Moment Maker
Mahieddine Sekkal
Concierge at Radisson Collection Hotel, Royal Copenhagen, has become a fundamental part of the hotel over the 40+ years he’s worked for RHG. Mahieddine has shown dedication, service and commitment towards our guests, colleagues and hotel. He has helped arrange private planes, secured impossible restaurant bookings and gained access to department stores after hours so guests can go shopping – and he always performs these exceptional tasks with a smile. Euroman Denmark – a monthly Danish magazine – published an article about him in its latest edition.
1. Thing you like the most about your work
Being in contact with guests from all over the world and helping them have the best stay possible. Also, no two days are ever the same – so every day comes with new challenges and opportunities.
2. Culture Belief that best represents you
My home country is Algeria, so I have of course brought a lot of Mediterranean culture, including our warm and carefree attitude, with me. Now that I have
been living in Denmark for 40 years I have adapted to the ‘Hygge’ approach to coziness and comfortability, which I then also pass on to our guests.
3. Best memorable moment you’ve had at RHG
Nelson Mandela stayed at our hotel a few years ago and I had the privilege of meeting him. I even asked him for an autograph for my son – we are not supposed to ask, but it was Nelson Mandela after all. I’ve also enjoyed building bonds with guests and all my colleagues I have been working with over the years.
Svetlana Gvozdeva
Svetlana Gvozdeva, HR Training & Development HOD at Radisson Slavyanskaya Hotel & Business Center in Russia, is one of our Moment Makers. Svetlana has been with Radisson Hotel Group since 1991, when the Radisson Slavyanskaya first opened its doors, which means she’s been creating memorable moments and serving with a Yes I Can! spirit for 30 years already. She chose RHG because when she applied, the job description mentioned “serving with a smile” and “Yes I Can!” which seemed very interesting and attractive to her. She’s been a Radisson Moment Maker ever since.
1. What does hospitality mean for you?
To make guests forget that they crave the comforts of home and to make everything feel comfortable and welcoming for them.
2. What’s the best memorable moment you created for someone?
We have an ongoing tradition at our hotel where we introduce new employees to our Yes I Can! motto during their first week of work. As a result, I conduct the Yes I Can! training almost every week (we have more than 800 employees at our hotel). I am absolutely convinced that Yes I Can! is so unique, positively charged, motivating and genuine that for many of the new employees it is a memorable moment.
3. What does the YIC! spirit means for you?
Yes I Can! is what unites all the employees at our hotel and makes us feel that we are part of the same family of like-minded people. More than half of our huge team has been working at the hotel for more than 10 years. There are currently 14 people working at our hotel, who like me, began working there as soon as it opened. And this year we are celebrating our 30th anniversary of employment at Radisson Slavyanskaya Hotel. We are all united by the Yes I Can! spirit – this is our attitude for work, toward our guests, and among colleagues. This the language we speak and our lifestyle.g with over the years.
Paul Busa
Paul Busa, housekeeper at Park Inn by Radisson North EDSA. He always goes the extra mile to serve our guests, which is reflected in the positive guest feedback he always receives. When asked to share his best practices, he says, “Proactive engagement with guests is key, and I always leave a little thank you note after cleaning their rooms.”
Moment Maker
1. Three words you think that define you and why
Trustworthy – Being trustworthy is an important part of working in a hotel and delivering a memorable guest experience. Establishing a good rapport with colleagues and guests is the number one rule for us Room Attendants, and trust plays a big role in this regard.
Dedicated – While I’m focused on achieving my professional goals, I’m also committed and dedicated to helping my colleagues achieve their goals as well. I believe that collaborating with each other helps create a strong, positive work culture built on support and trust. This culture also contributes to the company’s overall success.
Flexible – Being able to adjust to different situations and tasks is important. I usually work as a Room Attendant but can also perform Sanitation Personnel and other tasks when needed.
2. Best memorable moment you created for someone
I take pride in providing exceptional service for all guests from different walks of life. Even before the pandemic, I always leave a personalized thank you note after cleaning their rooms. This is my way of showing gratitude to all our guests for entrusting their stay with us. It may be a small and simple gesture, but it has a huge impact based on the online reviews we are receiving.
3. Things you like the most at work
Yes I Can! is what unites all the employees at our hotel and makes us I like the fact that it’s both physically and mentally challenging. I manage my time properly and see to it that I manage my daily tasks while also lending a hand to my colleagues. I don’t mind rolling up my sleeves to get the job done because I always enjoy serving with the Yes I Can! spirit.
Jaswinder Singh
Jaswinder Singh, Director, Brand Operations & Guest Experience, South Asia
Jaswinder started his career at Radisson Hotel Group in 2001 as a Management Trainee before moving into several other positions (General Manager, Cluster General Manager) within the group. Today, Jaswinder is the Director, Brand Operations & Guest Experience, South Asia, and currently handles the portfolio of 97+ hotels in the region. Jaswinder has stand out for helping and going the extra mile with our guests in the hotels from his area. He has received many great feedback. He has been a Moment Maker ever since and his story will leave you feeling inspired. Thank you Jaswinder for the exceptional journey you’re drafting at RHG.
Moment Maker
1. What have you enjoyed most about this experience?
My 20-year journey in hospitality has been fantastic and fruitful. During my time in Guest Services, I constantly raised the bar to accelerate my own learning curve. I didn’t just grow professionally, but even personally by learning so much through a journey I had been crafting for myself along the way – and most importantly, one that I had initiated and believed in pursuing. My family and loved ones always encourage and provide me with remarkable support in anything I’m passionate about, no matter how much of that thing may be a departure from ‘the norm’. And I am so grateful for it! I believe in the selfless act of serving people, as it helps me to stay passionate in everything I do. We take pride in providing our guests with genuine hospitality straight from the heart and nurtured with love and care for all guests.
2. What are your motivations?
The source of my motivation is based on my attitude of gratitude value system where I am thankful for the opportunities that come and demonstrate this thankfulness through my actions. Much like the service industry, my personal belief is to act selflessly with everybody I come in contact with. I view these situations as opportunities to not only demonstrate and exhibit my company’s stance, but also make a meaningful difference for others.
3. What does hospitality mean for you?
I strongly believe in “Atithi Devo Bhava,” which basically means ‘The Guest Is God’. It is a traditional Indian culture that represents the dynamic guest-host relationship in India. We consider and treat our guests as God. We believe that if we treat our guests well, then God will be pleased and bless us. It’s an Indian concept of respecting and showing hospitality to the guest with all the heart. “Atithi Devo Bhava” is my philosophy and means that we always put our guests above us. This guarantees that guest experiences are delivered straight from the heart with warm, efficient and selfless service, which is unique and rare. The selfless act of serving others is a way of bringing more happiness into the world. For me, hospitality is a selfless passion of the heart that makes guests feel good and ultimately put smiles on their faces. For me, ‘selfless service’ is an art of living that involves acting selflessly and helping others in a variety of ways, without any reward or personal gain. It is a way of life for me and a part of my daily routine.
#MomentMakers