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JULY 2013 | ISSUE No. 9

Dharma Path at The Oberoi, New Delhi

On 20th April 2013, Pramod Singh Chaudhary from the Housekeeping

team was on his night shift when he got an enquiry from a guest who

had come to attend a function in the ballroom, that he had lost his

brown colour bag containing his Apple laptop and some jewellery. The

guest was quite worried as by now the function was over and the

setup was being dismantled. The Ballroom was full of contractual staff

from a contractual Company. Pramod instantly alerted the Duty

Manager and also the security in charge Mr. Hooda. Mr. Hooda

blocked all exits of the banquet hall and checked every person and

finally found one bag. Unfortunately, this bag did not belong to the

guest. Pramod was concerned and again spoke to Mr. Hooda. They

both again checked the contractual staff and finally found a brown

color bag from one of the contractual staff. This bag was shown to

the guest and this time the teams efforts proved to be fruitful! The

Guest was very happy and delighted to see all his belonging intact in

the bag.

Guest appreciated Pramod and Mr. Hooda for the prompt response

and concern.

Dharma Path at The Oberoi, Mauritius

On Saturday, 30th March, 2013, Raj, the limousine driver at The Oberoi, Mauritius

accompanied guests to Port Louis city for shopping in the hotel BMW car. The guests

were dropped near the local market and Raj informed them that he will be in the

surrounding area and will pick the guests up from a nearby Post Office whenever they

are ready to leave. The next couple of hours became a nightmare for hundreds of people

in the city including the guests and Raj as there was sudden torrential rainfall and flash

floods in Port Louis and near the Post Office. When Raj made his way to the Post Office,

there was already a huge traffic jam as nearby roads were getting flooded and cars were

stranded. Fortunately, Raj knew his way around the small streets in Port Louis and he did

not hesitate to go into ‘No Entry’ roads and to reverse the car when required as his only

concern was to reach the guests as soon as possible.

Cars in front of him got carried away by the floods. People were in a panic mode. Guests

called Raj to tell him not to come with the car as water kept pouring all over the place.

Raj was able to park his car several meters away from where the guests were waiting. He

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Raj was able to park his car several meters away from where the guests were waiting. He

ran to meet the guests and got them back safely to the car. The guests were extremely

thankful to Raj after having escaped the floods, safe and sound. Sadly, 11 people died in

the Port Louis floods on that infamous day.

Dharma Path at The Oberoi, Bangalore

Jay from Housekeeping was going about his usual chores when he noticed that a guest wanted his

room serviced whilst he was getting ready for work. During his cleaning routine Jay noticed that

Mr. Singh was trying to multi task drinking his coffee, ironing his work wear and watching the

news. Jay pulled out the chair next to the coffee table and requested Mr. Singh to enjoy his

coffee with the news and offered to iron his clothes. Mr. Singh was touched and could not

express his gratitude towards Jay for being so sensitive.

Dharma Path at Trident, Bandra Kurla, Mumbai

Security Assistant Brij Bhushan Thakur showed extraordinary composure and understanding of the

Oberoi Dharma while handling a highly intoxicated and belligerent guest at one of the hotel’s

restaurants.

He took the lead in getting the guest to calm down, moving him out of the restaurant and back to

his room in the hotel, all of which had to be done swiftly so as not to disturb the other guests. In

order to ensure that the guest remained safe throughout the night, Brijbhushan stayed with the

guest till early hours of the morning, leaving only when the guest was back to normal and out of

danger of hurting himself.

All through the incident, Brij constantly reassured the guest’s family (wife and daughter) who were

staying in an adjoining room. The guests were highly appreciative of the selfless efforts of Brij.

Dharma Path at The Oberoi, Gurgaon

Here is a letter from the guest to Mr. David Mathews

Dear David

“The service and treatment in general was outstanding by all of your team across

the board. However two people stood out. My butler Shiv Nath Katariya was

exceptional. He was very responsive to my needs and even took the proactive step

to provide throat lozenges for me as I was suffering from a cough without me even

requesting. He was professional and made a real difference to my stay.

I also want to acknowledge my housekeeper, M inakshi, whom I did not meet in

person, but was kind enough to provide me a tie carrier proactively after seeing

my ties hanging on a hanger in the closet. She took the time to write a personal

note. What a “wow”!

Both of these employees are great examples of the importance of high quality

people in the hospitality business. Being in the service business with American

Express, I have great appreciation for other companies who are deeply committed

to delivering on the promise.”

With best wishes,

J. Bush

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Dharma Path at The Oberoi Udaivilas, Udaipur

Mr. Hamamoto had requested for a specific channel to watch Super Bowl Game between San

Francisco and Baltimore, prior to arrival. Guest was informed that as per the latest news on

internet it will be telecasted on Star Sports and ESPN channel in India at 0500 hrs. But at 0500 hrs

when both the channels were checked it was telecasting another game. Realizing that the same

match could be watched online, Pravir without wasting any time connected the computer to the

television. To enhance the guest experience for better viewing he arranged for the speakers in no

time and set up the game for the guest in his room. The guest was extremely happy with the

prompt and quick witted service and was delighted that he could see the match.

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