In the bustling world of tourism, where every smile and greeting can shape a visitor’s experience, the significance of dedication stands out.
It’s not just about fulfilling job requirements; it’s about embracing a life commitment that transforms a career into a calling.
At Tokoriki Island Resort in the Mamanuca archipelago in the Yasawas, one can find Penioni Fakauliafa, a 74-year-old veteran of our hospitality industry who was recently awarded the “Best Director of Operations” by the prestigious Haute Grandeur Global Awards 2024.
Mr Fakauliafa hails from the village of Sawana in Vanuabalavu, Lau, historically known as where the legendary Tongan chief Ma’afu settled.
Raised by his uncle the late Sailosi Kepa, a statesman, Mr Fakauliafa’s journey began when he moved to Suva at the age of 10, a pivotal moment that opened doors to opportunities and experiences that would shape his life.
After attending primary school in Nabua and completing his education at Navuso Agricultural School, Mr Fakauliafa took some time off before stepping into the workforce at a young age, being employed at the Suva wharf in 1970.
His career in hospitality began in 1975 when he joined the Regent of Fiji, the first hotel in Denarau, where he started as a porter.
In this role, he was the first point of contact for guests arriving in Fiji, a position that ignited his passion for hospitality.
“We are literally the first group that a tourist interacts with,” he said, reflecting on the importance of the role.
As he moved up the ranks from porter to night clerk to duty manager, his dedication and commitment to service never wavered.
Today, Mr Fakauliafa views his work as a way to contribute to the broader community.
“I see tourism as not only a way to help me look after my family,” he said.
“I’m looking at a broader picture; I am contributing to the country as a whole.”
Mr Fakauliafa understands that tourism is a lifeline for many Fijians.
His heart swells with pride knowing that he plays a role in this vital economic sector.
Waking up at 3am each day, Mr Fakauliafa begins his routine with a commitment to excellence.
“I want to show people how dedicated I am,” he said, emphasising that this dedication stems from a deep-rooted passion for his work.
He believes that his ability to serve customers with warmth and genuine hospitality is a gift from God.
“This is a God-given gift for me. I respect and really love what I am doing.”
Having worked for years in the hotel industry, Mr Fakauliafa said he had become aware of the changing dynamics in the hospitality industry.
“Back in the day, smiling was an important aspect of our job,” he recalled with a hint of nostalgia.
He said the authentic warmth that once characterised Fijian hospitality was fading.
“Tourists don’t come for the beaches or the luxury hotels. They come to experience the Fijian culture, for the smiles, the laughter and for the warmth that Fijians are known for,” he said.
In a world increasingly focused on productivity and profit, Mr Fakauliafa stands as a reminder of the power of passion and dedication. His philosophy is simple yet profound:
“We should always put our heart into the little things we do,” he said.
For him, work extends beyond just service; it is a life philosophy that influences how he interacts with staff and guests alike.
He believes that creating a positive work environment is crucial for team performance, leading by example, participating in all aspects of work, from greeting guests to picking up litter, showing that no task is beneath him.
Mr Fakauliafa’s leadership style fosters a family-like atmosphere at Tokoriki Island Resort, where he has been working since 2006.
His colleagues affectionately call him “Tua,” meaning “grandfather” in his Lauan dialect, a title he cherishes today.
“I want my staff to see me as their companion,” he said, highlighting his commitment to building trust, camaraderie and striving to ensure that every staff feels valued and appreciated in their work.
Reflecting on his life and career, Mr Fakauliafa acknowledged the personal sacrifices he has made along the way.
Having lost his beloved wife during the COVID pandemic, he draws strength from his faith and the support of his four children. Despite challenges, he maintains a positive outlook, believing that dedication to both family and work can coexist harmoniously.
Mr Fakauliafa’s resolve remains unshaken moving into the future.
He sees his role as not just a job but as a legacy to inspire others in the industry.
“If every working individual gives their all, I think Fiji will be in a better place,” he said.
Mr Fakauliafa’s story is a reminder that dedication, passion, and a genuine commitment to making others happy can transform not just an individual’s life but an entire community.
As he continues to greet guests with a smile, he leaves an indelible mark on everyone he encounters, embodying the spirit of Fijian hospitality.
This post was originally published on here
