Welcome to Checking In, our feature that spotlights fascinating associates across the company and globe. Today, Heart of the House checks in with Michael H., Bell Captain at the JW Marriott Venice Resort & Spa. Michael was recently featured in the JW Marriott brand’s new marketing campaign, The JW Treatment.
HOTH: Putting aside the official job description, please describe what you do at the hotel.
Michael: I communicate with guests and make sure that all their needs are met with service that lives up to JW standards.
HOTH: Where are you from originally?
Michael: I’m Sri Lankan and grew up with Christian and Muslim parents. I’m a total cocktail.
HOTH: How did you get started in the hospitality industry?
Michael: After high school, I got a job as a trainee bell captain but I feel that I was born with hospitality in my veins.
HOTH: You must meet a lot of guests! What’s the most common question/request you get asked?
Michael: I meet almost all of our guests as they arrive at our main dock. Many ask for a dinner recommendation and most compliment our hotel’s entrance.
HOTH: Do guests really arrive at the hotel by boat? How do you manage that?
Michael: Yes! All guests arrive by boat. Our entrance is incredible. Guests feel like they’re in a James Bond movie. Upon arrival, guests are greeted by our bellmen team and ambassadors who help with check-in. We strive to make the experience enjoyable and efficient. We know many guests are tired from long travel days.
What part of the hotel do guests love the most and why?
Michael: Guests love walking around our olive grove. It’s very romantic, quiet and unique to our hotel. The rooftop area too, as it offers a breathtaking 360-degrees view over the lagoon and Venice!
What’s your secret to success?
Michael: Working with passion and dedication.
How do you enjoy your time off?
I love to spend every minute of my free time with the two most important women in my life – my wife and daughter.
Anything else you would like to add?
My only regret is not joining the JW Marriott family earlier in my career. I enjoy my job so much. This experience has been one of a kind.