Meet Joshua Maliku - Doorman at the Nairobi Serena Hotel in Kenya

Walking through the doors of Nairobi Serena Hotel you cannot fail to notice or remember the friendly smile that welcomes you. So we interviewed him to find out a little more about the man behind the warm welcome.

Meet Joshua Maliku the enthusiastic doorman who is fondly known to many visitors to the Nairobi Serena Hotel – Kenya . Interestingly Joshua has worked at Nairobi Serena Hotel for the past 25 years, and has an interest in football, travelling and music. This is perhaps, what you didn’t know about Joshua.

1. What is your typical day like?

I am an early riser. I represent the hotel therefore a lasting first impression is important for me this therefore means that I need to be well groomed too and familiarizing myself with the days schedule. This is by running by the days expected VIPS list, taking note of the airport transfers for the day and taking note of the key functions for the day. I also offer support to the front office staff by recommending different modes of hotel transport to guests on request, co-ordinating the Valet services, potterage assistance and client assistance with hotel and concierge information.

2. What were you doing before your current position?

Prior to my current position I was employed as a kitchen steward from 1986 , then moved into the food and beverage section as a waiter and later on into housekeeping as a public area cleaner and In-Room Cleaning. Later on a position opened up in the security department and I was appointed the Security Lobby Officer.

3. How did you get into your current position and how long have you been with Serena Hotels?

Whilst working as the Security Lobby Officer, I was always fascinated and drawn by admiration to the former doorman Caleb Olum and how he used to carry out his job. He performed his duties with such professionalism and passion. Eventually I gathered the courage and approached the rooms division manager at the time, requesting for a chance to do the job. It took 4 months after which I was tried at the job as i relieved Caleb for four months and thereafter confirmed for this position in 1997after proving myself and my capabilities. This year marks my 25thyear, since I joined Serena Hotels.

4. Tell us about your educational background?

I studied up until O-Levels, thereafter trained in Guest Relations and later studied the Japanese Language at Diploma level. I am currently doing a course in Computer Studies.

5. What do you like most about your job?

The fact that I get to meet a lot of new and interesting people from all walks of life and welcome them with a smile.

6. As a doorman, what are your main challenges?

Not meeting my target of a 100% attention to most of the guests especially at the times when the hotel is busy, this always poses a challenge.

7. Do you ever encounter difficult guests?

I believe that as long as I make the guests feel welcome, comfortable and happy and at home, then everything is a smooth sail.

8. What milestones have you achieved since you joined the hotel front office team?

The fact that I have acquired immense knowledge pertaining to my profession and functions on customer service. This has helped me continuously establish a good rapport with the guests that visit the Hotel.

9. What is your long term goal with your career?

The fact that I meet a lot of interesting people from all walks of life on a daily basis, always makes me want to impart my experience and skills with others and as such I would eventually like to open up a Customer Care Training School.

For more information visit and follow on Twitter - @SerenaHotels

Claire Roadley
Marketing & PR Manager
Ethos Marketing®
Unit 5, Field Place Estate, Byfleets Lane, Broadbridge Heath, Horsham, RH12 3PB
Tel: 44 (0)1403 243619

Ethos Marketing is the UK Sales, Marketing and PR office for luxury hotels and game lodges in Southern and East Africa.


About Us

Ethos Marketing (established as African Ethos in April 1994) provides a highly effective marketing, PR and sales function in the UK for luxury hotels and lodges in Southern and East Africa.Ethos’ dynamic and professional team of six has developed a unique portfolio of prestigious clients, maintained by a constant quality of service and high level of commitment.Longstanding clients include The Blue Train and Garonga Safari Camp in South Africa (both clients since 1998) and Serena Hotels & Resorts in East and Southern Africa (clients since 2003).Other clients include Newmark Hotels (The V&A Hotel, Queen Victoria and Dock House - all on the Waterfront as well as La Splendida in Cape Town) as well as Motswari Private Game Reserve in the Timbavati (Greater Kruger) and Coral Lodge in Mozambique, Fancourt on The Garden Route, Majeka House in the Stellenbosch Winelands and Steenberg in Cape Town's Constantia Winelands.Ethos Marketing also represents 4 fantastic properties in KwaZulu-Natal including Fordoun Hotel & Spa, Ghost Mountain Inn, Isandlwana Lodge and Thula Thula Game Reserve. Ethos' Zulu Route gives visitors an authentic experience of all the main highlights of the province in a range of easy to book itineraries. The 10 member properties include Amakhosi Safari Lodge, Cathedral Peak Hotel, The Cavern, Fordoun Hotel & Spa, Ghost Mountain Inn, Isandlwana Lodge Pakamisa Private Game Reserve, Tembe Elephant Park, Thula Thula and Umkhumbi Lodge. Due to the rapidly growing worldwide tourism market, and the increase in the number of facilities available, it has become increasingly important for companies wishing to take advantage of this to market themselves effectively and cost efficiently on an international basis.Ethos offers the full service from regular sales calls, trade workshops and attending consumer shows to market research, marketing, public relations and media monitoring. Flexibility is key … every agreement is tailormade to suit the particular needs of a company, in line with their strategies.For more information or to access our high res image gallery visit