Experience of a lifetime for Freddy

WITH more than 50 years in the hospitality industry, Freddy Pather, the head concierge at the Protea Hotel Edward has many stories to share, but none more exciting than his recent trip to the United States of America where he was awarded the J Willard Marriott Award of Excellence.

Freddy’s service excellence, which he has demonstrated over his 50-plus years in the hospitality industry, was recognised by Marriott International this year, when he became the first-ever South Africa-based employee of the world’s largest hotel group to receive the coveted award, the premier award available to associates within the Marriott group.

For Freddy, this award was the source of great pride and attending the awards ceremony was also an opportunity for him to travel abroad, something he had never done before.

“My wife Alice and I were absolutely thrilled to visit the United States and the trip was awesome. I’ve never been out of the country and it was definitely a once in a lifetime experience, especially at my age! We got to travel first class as well!” he said.

During this trip to the USA, he and his wife got to tour Washington DC, the Smithsonian Museums and the national harbour in Maryland as well as a visit to Marriott International’s head office building. He and Alice also enjoyed a few days in New York before returning home on 13 May.

“The awards were on Tuesday, 10 May, and we enjoyed it. Alice was very proud and excited that she too got a name badge! It was fantastic and we enjoyed the VIP treatment. It was terrific being recognised by Marriott. I was never aware of this award and only heard about it in December. To be chosen out of so many of Marriott’s hotels worldwide was amazing, I never thought it would happen. My general manager, Werner Geere nominated me, and has been with me all the way,” he said.

The awards were established to honour those in the Marriott International group throughout the world who have been recognised for outstanding service. Recipients are acknowledged for their achievement, character, dedication, effort and perseverance.

Mark Satterfield, Chief Operating Officer for Marriott International, Middle East and Africa, and Marriott International’s Business Leader for Protea Hotels, said: “The fact that Freddy is one of just eight associates recognised from the entire Marriott group of 4 200 hotels across the globe demonstrates the magnitude of his achievement. He is also the only person among this select group from the Middle East Africa region and from Protea Hotels.”

Freddy joined the Edward Hotel in 1961 in a junior position when he was just 16 years old, working part-time in the afternoons after school. His awareness of the service ethic goes back to those early years.

“My work entailed showing guests to their rooms, and carrying hats and coats, so I’ve always been in the frontline as regards interacting with the guest. I learnt the ropes as time went by. Once I had completed my schooling, I was offered a permanent position as the night switchboard operator,” he explains.

For the past 55 years, Freddy has remained a loyal member of the hotel’s staff.

“I was offered other jobs, but I enjoyed my job and am the kind of person who sticks to one place,” he said.

Freddy said he got to meet interesting people and was privileged to meet Robert and Ethel Kennedy in the 1960s, when they stayed at The Edward while on holiday.

“Despite coming from a family recognised and revered all over the world, they were very humble and warm. I have always treasured the tie pin that Mr Kennedy gave me, and I have kept it for all these years as a precious memento of him,” he said.

Freddy’s current position as the Concierge at the Protea Hotel Edward involves him interacting with guests to ascertain their wishes.

“I co-ordinate all our guests’ needs with the respective departments in the hotel. This role means that I work with 19 associates, and we work together to ensure that we exceed our guests’ expectations. Most important is that we action the guests’ requests speedily, and provide feedback.”

The typical requests that Freddy and his two fellow concierge colleagues receive are to arrange trips to natural attractions in the region, to recommend restaurants, and to book vacations for international guests.

“I always recommend the local food – my favourite is lamb curry. As for the tourist trips, safari excursions to Hluhluwe or Ithala Reserve are popular,” he said.

Freddy said he hoped that in the future, another staff member of the Protea Edward Hotel would be honoured with the award.