Man proves his worth in the hospitality industry despite hearing impairment.
To foster an inclusive work environment and cultivate empathy among employees, organisations and businesses should consider hiring individuals with disabilities. However, this endeavour is not without its challenges, primarily in finding suitable roles that align with their unique capabilities.
People with disabilities continue to face significant disadvantages in this regard.
These disadvantages can manifest in various ways, most notably through the negative biases held by leaders and colleagues who may doubt the ability of individuals with disabilities to fulfil their job responsibilities effectively, comparing them unfavourably to their non-disabled peers.
Fortunately, in Brunei, several businesses and government departments have taken steps towards providing equitable opportunities for people with disabilities, actively offering employment opportunities that match the capabilities of these individuals, and ensuring that they are well-suited for the tasks assigned to them.
One notable local establishment leading the way in this regard is Radisson Hotel Brunei. The general manager, Miriam Wolber, emphasised the hotel’s commitment to diversity and community support.
This commitment extends to people with special needs and disabilities, reflecting the hotel’s dedication to fostering a more inclusive and supportive workplace environment.
Abid Aimaduddin bin Md Shahrilnizam, one of their hearing-impaired employees, in an interview with the Bulletin, shared the challenges and triumphs in his industry.
Abid’s entry into the hotel industry came as a result of a recommendation from a close friend. Despite lacking any prior experience in the hospitality sector, he gave himself a chance to venture into a new field.
Reflecting on his journey, Abid said he found valuable guidance and support from friends who helped him to understand his role and responsibilities.
“In providing the best customer services despite my disabilities, the technique and strategy I applied were due to the guidance and assistance from fellow team members who are there to lend a helping hand. This includes my supervisor Pak Dadang, who gave me great support despite the struggle in the early days,” said Abid.
His current job doesn’t involve interaction with customers, he said. However, he sees opportunities to learn new things every day, including assisting in the kitchen and preparing food for hotel guests. This aspect of his job has allowed him to continuously expand his skills set and knowledge.
“One of the biggest challenges I have to face is communicating with my team, as many of them have limited knowledge of sign language, he said, adding that nevertheless, it has not deterred our sincere intentions to learn from each other”.
He also underlined the importance of accepting individual differences as it strengthens the ability to work together efficiently and harmoniously.
Sharing his own thoughts was Dadang, who said, “This is my first time having worked in Brunei for so many years, having a hearing impaired individual under my supervision. It has been a valuable experience to be able to teach him despite the communication challenges.”
Dadang said he recognises Abid’s initiative and eagerness to learn.
“Abid consistently demonstrates a strong desire to expand his knowledge and improve his work.”
Dadang took on the role of guiding and supervising Abid during his initial months on the job, ensuring that he gained the necessary skills and confidence. This support was crucial until Dadang was confident that Abid could work with minimal supervision, similar to his other colleagues.
Initially, their primary means of communication was through writing, but as time passed, even though Dadang didn’t have an extensive understanding of sign language, they developed a strong bond.
Dadang learnt to better understand Abid’s needs and intentions without the need for written communication, fostering a deeper connection between them.
“Our collaboration has been quite positive, as long as we maintain a mutual understanding, and we both fulfil our job responsibilities effectively.
“Abid’s inquisitive nature is noteworthy; he frequently asks about my tasks and seeks guidance on his own. His humility shines through in his interactions, as he easily connects with individuals from various departments, including his two fellow seniors who are also hearing-impaired,” added Abid’s supervisor.
As an international hotel, their commitment to diversity and supporting the community extends to individuals with special needs and disabilities.
“Currently, we have three team members who are hearing impaired, and they have made significant contributions to our hotel.
“One of them has been with us for over 20 years in the stewarding department, another for approximately 14 to 15 years in laundry, and the latest addition joined us in April 2022,” said Miriam.
The introduction of Abid into their team came about when they faced a shortage of staff during Ramadhan. A senior hearing-impaired staff member recommended him, and Miriam had a conversation with her executive chef about the challenges of recruiting for the demanding stewarding role. This led to Abid joining their team.
“We are genuinely pleased with the performance of all three team members. Communication has been the most significant challenge for me personally because I am not proficient in sign language.
“Therefore, the recent sign language workshop was an invaluable opportunity for me to bridge this gap,” added Miriam.
During a recent family day event at the hotel, the hearing-impaired steward took the initiative to guide Miriam through the dishes served, explaining each one. She had found this gesture truly remarkable and hopes to continue learning from them over time.
“Currently, we are in discussion to hire someone for our kitchen team. We are exploring recommendations from individuals who can connect us with more special needs individuals.
“It’s essential for us to support these individuals, as not everyone is willing to provide them with opportunities due to the extra effort required,” said Miriam.
She added, “Our current special needs team members are learning and adapting as they go. Hiring Abid in the stewarding department was made easier due to the presence of a senior team member who is also hearing impaired.”
Miriam said, “We are actively working towards expanding his responsibilities, with the possibility of him becoming the steward manager. I would be delighted if that came to fruition.”
At Radisson, the general manager said, bias is not tolerated, especially towards special needs individuals. Thus, they are treated the same way as other employees. Miriam believes hearing impairment should not make any difference in how they are treated.
“Considering our plans to hire one or two more individuals for the kitchen team, we are contemplating hosting another sign language workshop.
“Our kitchen team has yet to be exposed to sign language, so this is definitely something we will explore in the near future,” said Miriam. – Lyna Mohamad
