60 short years
Three of the Metropolitan Hotel's longest serving staff members share some of their memories
Between them they have amassed more than 60 years service with the
Metropolitan Hotel. Each was at the hotel before the first guest had
checked in their baggage. The long- serving triumvirate of 'back-room
boys' are the unseen cogs and gears responsible for the hotel
functioning
smoothly.
Cedric Barretto, the laundry manager, Maqbool Hussain Khan from
personnel
and A.P.V Naidu of the accounts section are the stalwarts of the
Metropolitan Hotel. They were there when the doors opened, watched with
awe as Princess Anne strode in and bowed before the UAE's rulers.
All three men clearly fit the company's employee profile as stipulated
by
the general manager Rahim Abu Omar. Soft- spoken, humble and polite, the
men typify the perfect unflappable employee. And their longevity
verifies
the accuracy of the staff recruitment policy.
When Barretto chose to leave India to come to Dubai in 1978, he was
among
the early batch of sub-continent expatriates to make the exodus to the
'promised land' of Dubai. But far from being a novel and scary
experience, the passage to the Middle East was a path well-trodden by
his
siblings. "My brothers already lived in Saudi Arabia, Qatar and Muscat
in
Oman so I had some idea of what to expect when I came here from Bombay,"
said Barretto.
The transitions that have taken place in Dubai since his arrival when
the
Sheikh Zayed Road was just a two lane carriageway have been reflected in
the changing technology employed in the laundry.
"The scope of the job has increased markedly since I started," he said.
"Where once we processed half a tonne of laundry, we now handle the
three
Metropolitan hotels and put through about two and a half tonnes of
washing every day of the year," said Barretto.
While the train may have progressed from steam driven to electrical, the
reverse has happened in the development of laundry equipment. "We
originally used electric powered machines but nowadays it is all steam.
It has been interesting to watch the hotel and the surrounds develop
over
the years."
Since the three men first fronted for duty, more than 2,400 people have
been employed by the hotel, including the 1,300 employed in the hotel
chain today. The personnel clerk best qualifies to relay this
information
is Maqbool who arrived at the hotel from his native Pakistan on November
6, 1978, a date he quotes with the ease of one who is overly familiar
with staff movements.
His own progress closely rivals that of the hotel he has spent much of
his life dedicated to serving. From a young, enthusiastic bell boy,
Maqbool was progressively promoted to concierge, where he served for
nine
years, before moving on to the personnel department.
"My experience with the hotel was my only qualification. With the
experience of dealing with people here over many years comes an
understanding of the job in personnel," he explained. The changes he
has
seen in his tenure with personnel have come more from outside than
within
the hotel. "There is a lot more bureaucracy and red tape to contend with
these days. The government's rules and regulations are stricter and more
thorough than in the earlier days," he explained.
Like himself, the staff of the Metroplitan hotel tend to stay on for the
long term once they have joined the group, he said. Although the hotel
employs people from scores of different nationalities, the majority
reflect the demographic constitution of Dubai itself. Pakistanis,
Indians, Philippinos and Sri Lankans comprise the bulk of the staff. But
an increasing number of Europeans and South Africans are joining the
ever-growing list of 2,400 people to have worked for the group. "One of
the pleasures of the job is that you get to meet and work with people
from all sorts of backgrounds. We have Argentinians, Russians - you name
it," said Maqbool.
Naidu came to Dubai from Bombay and spent two years working in the
stores. These first two years were a precursor to a wealth of jobs and
experiences he would benefit from throughout a so far unfinished 20 year
career with the Metropolitan Hotel.
Stints as a ledger clerk keeping tabs on the vast stacks of the complex,
cellarman, night auditor, receptionist and cashier followed. From
handling the relatively small sums of money as the lone cashier, he now
oversees the processing of the entire company's enormous payroll.
"As my experience grew and resignations were handed in by those in other
positions, I advanced through the company to where I am today," Naidu
explained. Dealing with customers in any form of enterprise can be both
rewarding and frsutrating. For Maqbool and Naidu, however, both agree
that if there is one thing they miss about their old positions 'on the
front line' it is the regular contact with hotel guests.
"We spent a fair amount of time together on the front desk, probably
about five years. you have a good sense of comeraderie in that sort of
job which is something I miss a little about being behind the scenes in
the office," said Naidu.
Maqbool echoed those sentiments, adding, "It can be quite lively and
entertaining working on the front desk and interacting with guests. You
still do that now and then, but not as an everday part of the job." "You
get good and bad guests as with any other walk of life," added
Naidu."But
you always try to remain a diplomat and accommodate everybody in this
business because, after all, they are the ones who pay our salaries."
Among the famous guests to have stayed in the hotel, all three were
unanimous as to the biggest and most impressive. "Princess Anne was here
in 1980-81 for a horse show and the staff were all excited at the
prospect of getting to see her in person," said Maqbool.
"You get used to it," said Naidu of the celebrities that regularly grace
the hotel foyer. "I think it was back in 1984 when the football World
Cup
was being played and the Saudi Arabian team had qualified for the finals
that it was the most chaotic I have ever seen in the hotel. All the
players were jubilant in the foyer and the place was full of fans
blowing
horns and celebrating with members of the team," he said.
After 20 years in one city and one hotel, each is reluctant to reveal
what the future holds in store. "So much has changed over the years and
it won't be long before this hotel goes from being outside the city, to
the middle of the city to the other exptreme perimeter of the city.
Dubai
is growing that fast," summised Naidu. "But we've been here a long time
and it is hard to say whether we could return to our home countries and
assimilate again because things have also changed there and people have
moved on. I'm not really sure what the future holds."