>Is what you see in the movies true to life? Seow Kai Lun and Bryan Toh finds out
Maid In Manhattan
Hollywood version: A senatorial candidate falls for a hotel maid, thinking she is a socialite when he sees her trying on a wealthy woman's dress. Will there be a happy ending for the playful and gorgeous, but working class Marisa (Jennifer Lopez), and the politically blue-blooded Christopher Marshall (Ralph Fiennes)?
Question 1: What happens to hotel staff who get caught trying on - or,(gasp!) even stealing - a guest's possessions?
Answer: All employees undergo training by the hotel including on topics such as the correct method of handling guests' belongings.
Honesty and integrity are critical to all hotel associates and employees.
Different corrective measures will be taken, depending on the context, nature and severity of any mistakes made by hotel associates.
- Madam Patricia Tan, 40, executive housekeeper at Pan Pacific Singapore
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Pretty Woman(top picture)
Hollywood version: A billionaire cut-throat businessman (Richard Gere) hires a hooker, Vivian (played by Julia Roberts), to be his date at social events, then falls in love with her.
In the meantime, he puts her up at the very swanky Regent Beverly Wilshire (now a Four Seasons property), whose staff take care of her every need, from teaching her table manners to helping her pick out the perfect evening gown.
Question: In the industry, how far does the concierge's call of duty go?
Answer: I once received a request from a guest to locate his long lost friend with nothing but a 30-year-old address and phone number. After work I went to the address, but realised that the person had moved.
In the rain, I went from door to door asking neighbours if they had any clue where the person was now. One even set his dog on me.
My efforts paid off in the end when I managed to reunite the two friends. I found someone who knew him.
- Mr Reuben Idil, 44, chef concierge at Goodwood Park Hotel
Answer: We endeavour to ensure our guests' requests are all attended to, going above and beyond to exceed their expectations. There was an incident when I was tidying a guest's room and spotted a jacket he forgot to take along for an event. I took the jacket personally to him at the event and he was very grateful. All this is part of the job that we ought to do.
- Mr David Devasarayan, 41, Pacific Club butler
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Hotel Rwanda
Hollywood version: Based on the life story of Paul Rusesabagina, a hotel manager who helped protect more than 1,000 Tutsi refugees during their struggle against the Hutu militia in Rwanda.
In it, Rusesabagina (Don Cheadle) turns his hotel into a shelter for refugees, who hide out there to escape their enemies.
Question: In times of crisis, can hotels transform into auxiliary shelters for victims or refugees? How well prepared are hotels for such events?
Answer: The hotel has to take into consideration the guests already there, so it might not be the best idea to expect hotels to become temporary shelters.
However, as it is a social responsibility to help out in times of disaster, the hotel could take in people and distribute what resources it has. - Ms Justina Loh, 29, marketing communications manager of Goodwood Park Hotels
Answer: Accommodation for over 1,000 guests is possible at any given time in our hotel, and we will be able to provide temporary shelter for those who need it.
But our food supply is delivered on a regular basis to ensure the freshness of the ingredients. Thus the supply at any given time is unlikely to be sufficient for a long duration.
- Ms Cheryl Ng, 30, public relations manager, Pan Pacific Singapore
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Las Vegas (TV series)
Hollywood version: Welcome to the Montecito Resort & Casino in Las Vegas, where you can try to get away with anything...Just be warned that Ed Deline and his crack surveillance team will be watching.
But remember, what happens in Vegas, stays in Vegas. Still, one can't help but notice that Ed's staff are remarkably free, even though they perform the pivotal role of keeping security.
Question: How much do casino staff, or even hospitality industry workers, spy on the activities of their guests?
Answer: Staff are not allowed to spy on guests.
Should they be found doing so, they will be subject to disciplinary action and, depending on the severity of the act, may face immediate dismissal. If the guest wishes to pursue the matter, the hotel may report the case to the police. - Ms Justina Loh, 29, marketing communications manager of Goodwood Park Hotels
This article was first published in In Depth, The Straits Times on Nov 10, 2008.
