D Selvi’s presence at the entrance of Hilton Bangalore Embassy Golflinks is nothing short of a radiant beacon of hospitality. She greets each guest with a heartfelt smile, and her ability to engage in meaningful and friendly conversations with the patrons has not only left an indelible mark but has also cultivated enduring relationships with regular and extended-stay guests, transforming mere visitors into cherished friends.
Greeting people and managing valet tickets has been a male domain. Selvi treads the offbeat track and takes pride in managing the valet desk at Hilton Bangalore Embassy Golflinks. As a tribute to Women’s Day, we catch up with this gritty lady to know more about her love for guest service and security-keeping.
What got you interested in hospitality? What made you choose the department of security?
Before I joined Hilton, I used to work as a security person in a different company inside Embassy Golflinks. Surprisingly, I said no to a job offer from the police department because I really enjoy working in security and taking care of guests. 10 years ago, while passing by the Hilton sign, I got interested in hospitality. I wanted to know what makes Hilton good at hospitality. As I saw how well the hotel does, I became more and more interested. I realized Hilton is the perfect place for me to work and that’s why since its inception, I’ve been working here.
What is a normal working day for you like?
My primary job as security is to ensure optimal security. My work involves scanning bags of people who enter the hotel, ensuring safe and secure parking. I also take care of guests who come to the hotel, whether it’s for work or personal reasons. For example, we ask how their stay was, how the food was, and so on. When guests are coming in or leaving, I warmly greet them. I want the guests to feel like the hotel is their second home.
What is the best thing you like about your job?
I like the rules and regulations part of my job. I also enjoy talking to guests and building relationships with them. Even though it’s our job, we aim to take care of the guests and make their stay safe and secure, so much so that they want to come back. When guests leave, I hope they tell others about our good services, how we take care of them, and let them explore every part of the hotel. I’m not saying we have to do all these things, but these are the things I like to do in my job, based on my experience in the service industry. I’m deeply touched when guests remember me and ask me about my well-being.
What does it feel like to be in a job which is largely male-dominated?
Whatever good we are doing through our job is not restricted to men or women; we are working as equals. When our guests come, we do not see them as men or women, we treat them as guests who require equal hospitality and treatment, the same way we work in our job as well.
What kind of challenges you face being a woman in this particular kind of job?
No, I don’t have any problems working as a woman in this field. Everyone is respectful, and my gender has never stopped me from doing my job.
What kind of response do you normally get from people?
Sometimes, when I’m not here or on a break, guests notice my absence and ask where I am during their stay. It feels like they treat me like a family member. If my family is okay, I can stay here forever. When guests say they enjoyed their stay, it makes me feel like I should work even harder to keep providing the same good service.
Tell us about how you manage the work-life balance?
I work here to support my family financially, so as a woman, I have responsibilities both at home and in the hotel. If we find a good balance, I believe we can manage both well. I try my best to do well at both my family and job because it’s important to earn money in a good and healthy way. We should be able to take care of our family with the money we earn.
Doing simple things like waking up early can help balance both aspects of life. When I leave home, I plan what needs to be done for the day. During work, I always have an official phone with me and share the number with my children. This way, if there’s an emergency and they can’t reach me on my personal number, they can use the other number to reach me while I’m on duty.
How supportive/ apprehensive has your family been in your career so far?
My family knows how dedicated I am to my work. When I find something interesting during work, I always tell my children about it and help them understand how the hospitality industry works. They have been very supportive; even when I get home late, they understand.
