Home Hotel service Fast-acting hotel manager saves guest from injury and receives award for vigilance

Fast-acting hotel manager saves guest from injury and receives award for vigilance


SINGAPORE — An innocuous request from a guest at Clan Hotel Singapore to borrow a pair of scissors from the concierge turned into an alarming situation when the man in his 20s began cutting his wrist with them.

Ms. Marie Joyce Agustin, who was at the concierge desk, quickly sprang into action and snatched the scissors away from him to prevent him from harming himself. The customer service manager managed to defuse the situation.

On Monday, the 34-year-old received a special mention at the annual Hotel Security Awards ceremony held at the Furama Riverfront Hotel.

The awards recognize acts of bravery, honesty and vigilance and are awarded jointly by the Hotel Association of Singapore, the police and the National Crime Prevention Council.

Recounting the incident, which happened in October last year, Ms Joyce said she applied pressure to the man’s wrist to stem the blood loss after removing the pair of scissors from him . The man suffered only superficial scratches to the wrist.

She then took him to a quiet area of ​​the hotel, where she listened to him express his frustrations while waiting for the authorities to arrive.

“I tried to put him at ease. I listened to him, had empathy for him and shared that growing up I also had a lot of insecurities about my appearance,” she said. told him he wanted to hurt himself because he wasn’t sure how he looked.

Besides Ms. Joyce, 17 other hotel employees were also recognized at the ceremony.

Two of them, Mr. Gary Sim, 56, and Mr. Muhammad Zulhimi Suhardi, 29, were lifeguards on duty at the Shangri-La Rasa Sentosa on the morning of August 9 last year. Rescuers were alerted to a woman and a man struggling in the open sea near the station after their kayak capsized.

Rescuers rushed to the scene, placed the drowned man on a rescue board and brought him to shore. The man had dislocated his left shoulder trying to reassemble the kayak.

The woman managed to kayak back to shore on her own.

Once ashore, rescuers put the man’s arm in a sling and applied ice packs to his shoulder while they waited for paramedics to arrive.

Even though the two rescued men were not guests of the resort, Mr Sim said it was instinctive to rush to the scene.

“We take a proactive approach to aquatic monitoring,” he said.