Narrative Stories: Bringing Every Moment to Life in a Hotel

That morning, as usual, I arrived early at the hotel. The aroma of fresh coffee from the lobby bar greeted me as soon as I stepped inside. This hotel—Aston Madiun—is not only where I work, but my second home. The familiar, calm atmosphere in the morning hides the hustle and bustle that will come once guests start arriving.

My job that day was to make sure everything was ready for the breakfast event—a buffet that awaited about a hundred guests. The kitchen team has been busy since dawn preparing various dishes. Each team member has a role. There are those who cut fruit, there are those who prepare bread, and of course, the Chef is busy with the special dishes of the day.

While checking some things in the dining area, I saw a foreign guest who looked confused. He stood by the food table, apparently hesitant to take a dish. I approached him with a smile and said hello, “Good morning, can I help you?” The guest smiled and nodded, then said in a slightly foreign accent, “I don't know what this food is like, can you explain?”

I started explaining the various choices available, from fried rice, chicken noodles, to several fresh salad options. The guest seemed to feel more comfortable after my explanation. “Thank you,” he said with sparkling eyes. I watched him go to the table with great confidence, choosing the food I mentioned. It's a small moment, but to me, it means providing an experience that's more than just eating breakfast—it's the human interaction, which makes this job meaningful.

The day went on and more guests arrived. Every time there is a special request or even a complaint, I feel it as a challenge. Our job at Food & Beverage is to make sure our guests feel comfortable, enjoy their meal, and of course, feel appreciated. Sometimes, challenges come in the form of unexpected requests, such as a guest asking for food without salt due to health concerns. In situations like that, I learned to stay calm, communicate with the kitchen, and make sure the guest gets what he needs without any problems.

When the afternoon approached, and all the guests had gone back to their rooms or left for the event, I sat for a moment, soaking in the day that had passed. There is a sense of satisfaction, because even though the hard work behind the scenes is often invisible, I know we have given our best. Seeing guests' smiles as they enjoy their food, or even hearing them say thank you, makes it all worth it.

Working in hotels, especially in the F&B department, taught me more about patience, perseverance and the true meaning of service. Every day is an opportunity to learn something new, meet new people, and of course, provide experiences that make guests feel special.