Award-winning entrepreneur Brittany Hodak once remarked that there are three important qualities of customer service, rotating in what he termed as the 3 P’s; “Professionalism, Patience, and the People-first” attitude.
According to Hodak, Customer care services may differ from one company to another “but the 3Ps are essential to keep a customer care service provider on track. This makes customer care a service beyond smiling and sweet talking.”
Mohamed Fataha 40yrs is a retired Arabic teacher in Cairo – Egypt, currently working as a hotel attendant at Marina Sharm Hotel in Sharm – El – Sheik, Egypt’s tourism city. He has remarkably mastered well the principle of the 3 Ps.
The Marina hotel at which Mohamed passionately exhibits his professional customer care services, is strategically located on the shores of the Red sea – a salty historical biblical water mass in Egypt.
“I am Mohamed. Am going to be attending to you for the time you will stay here,“with a bright smile, Fataha introduced himself while ushering me to a cozy hotel room.
His beaming smile, could always usher me into brighter days, and assurance for comfortable hours of the night.
The faint difference in languages between us never hindered effective communication. Each day, he could narrate an episode of his 17years of working in different 5-Star hotels in Egypt.
He reminisced such times while still teaching Arabic in school, a job he said, could not sustain himself and family. A father of four, took a bold decision to work in accommodation facilities. It remains a job he executes with passion.
“I don’t have academic papers for this kind of job. I have learnt everything on job. I give in my time to learn what others are doing and this has helped me to give the best to our clients,” he remarked while designing a bed in which I was to sleep.
It was the daily beautiful innovative bed designs and decorations in animal shapes, that swept my feet off the ground.
He could use the towels, bed cover, tiny leaves and flowers, toilets tissues and serviettes to do his lovely decor that could bring life to the rooms and make the clients feel at home. In less than fice minutes, Mohamed could have the bed smiling at the client.
“Even when I receive rude clients, I will always smile and design their beds in such a way I deem pleasant,” remarked the 40year-old Egyptian.
My best bed decoration was the two love hearty ducks with a candle-lit dinner, designed with my name letter initial “D…!” Sadly, it was my last night at Marina Sharm Hotel – Egypt and indeed a memorable one!!
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