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Refugee employer, employees hail "culture of cooperation"
Housekeeper P'lek Wah on the job at the Omaha Marriott Hotel.
Photo: Carol Fouke-Mpoyo
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When four Burmese refugees came up for their first performance review after a month as housekeepers at the Omaha Marriott Hotel, the only problem that surfaced was one that any employer would like to have.
They were being too conscientious about their work.
Normally, each housekeeper cleans his or her 18 rooms, then a supervisor inspects each room to be sure everything has been completed to specifications. That's simply routine quality control.
But the four new housekeepers -- eager to do well in their first U.S. job ever -- were taking time out of their 30-minute lunch break to go back to inspect their own rooms. As a result, they reported, they didn't have enough time to eat lunch.
"They were scared to make a mistake. What if they turned a pen the wrong way?" said Nasima Baerde, human resources coordinator. She reminded the employees, "You can't get into trouble if you miss something." An employee would get written up only after failing repeatedly to correct a persistent problem.
Lutheran Refugee Services (LRS), a Church World Service affiliate agency and program of Lutheran Family Services of Nebraska, regularly refers refugee clients to the Omaha Marriott Hotel for job interviews and considers it to be one of Nebraska's "exemplary employers of refugees."
LRS Education and Employment Specialist Kathleen ("Kate") Gobel commented, "Marriott's corporate philosophy embraces diversity in the workplace. But more important to the refugee starting his or her first job in the United States, Marriott staff accept and accommodate their new co-workers with respect for the specific obstacles each refugee encounters."
 Oliver Steven, in the Omaha Marriott Hotel laundry. Photo: Kyle Behrens, Lutheran Family Services of Nebraska, Inc.
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Oliver Steven, a Sudanese refugee who resettled in Omaha last summer, agrees with LRS. He has been working in the hotel's laundry for a year. "It's a great hotel," he said, citing a culture of cooperation. "I don't see any mistakes people there are doing to me. All the team is proud of me and sees me with respect, and I respect them."
In turn, Baerde commented, "LRS has been working wonderfully with us. They orient candidates to the U.S. culture and work ethic. They have sent us great associates."
Among them are Steven, "who has a great work ethic and attitude," she said. "When LRS referred him to us, they said, ‘He can do anything!'"
The four Burmese women also were referred by LRS. "Within two weeks, they were asking me for more rooms to clean," Baerde said. "They clock in on time and do their jobs perfectly. When P'lek (pronounced Pa-Lay), who speaks a little English, sees me, she always says ‘Thank you! I am so happy for this opportunity.' That makes us so happy we took a chance through LRS."
The Marriott's working relationship with LRS started about a year and a half ago, Baerde said. She had just joined the hotel staff, and there were a lot of openings in housekeeping.
"We can't ever find enough documented applicants," she said. The hotel's general manager knew that LRS sought jobs for newly arrived refugees -- all fully documented and legally authorized to work. So Baerde gave LRS a call.
"Initially we were nervous about hiring refugees who didn't speak English, and many of whom had never had a job," she said. Indeed, things did not go perfectly at first. Of the first 10 refugees hired, only two stayed -- a housekeeper and a lobby attendant. Among those leaving were several men who balked at cleaning bathrooms, a task considered demeaning for men in their cultures.
 Nasima Baerde, human resources coordinator at the Omaha Marriott, and Craig Robinette, housekeeping manager. Photo: Carol Fouke-Mpoyo
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As a result, a refugee man hired three months ago agreed to perform all housekeeping tasks, but "at first he wanted us to tell people he did something else," Baerde said. "Now he's bringing his cousin from out of state to see if there's a job."
All applicants, whether newly arrived refugees or American born, are treated equally, Baerde emphasized. All undergo a drug test and background check. An LRS translator assists at interviews and trainings, and whenever there are questions or misunderstandings.
Craig Robinette, housekeeping manager, commented, "I can't imagine anyone not wanting to hire refugees because of their background. They need to work, make money, and fit into society.
"The diversity is wonderful," he continued. "I'm learning a lot -- it's like taking a multicultural class."
Robinette described one cross-cultural challenge. "When we'd ask the Burmese women to do something, they'd cry. We thought something was wrong. Then they told us, ‘It's just the way our bodies react to authority. Let us have this emotional time.' I didn't know that. Now I do. That's one story of many. It's a matter of adjusting."
He added, "It's a great opportunity to learn about other religions and holidays. Not everyone celebrates Christmas or Thanksgiving, so they don't mind working those days. It actually helps with scheduling!"
Key is keeping communication open about special needs, Robinette said, stressing that "I want them to be happy and to understand we are being fair with them. For example, we had a request for prayer. We ask them to pray in the break room or locker room. They get breaks during the day -- lunch and two 15-minute breaks -- and can use them when needed to pray."
Robinette added, "Everyone socializes. Everyone knows the others. We've never had ‘My God is better than your God.' Those who lack English try to practice. Many master it after a year."
The Omaha Marriott Hotel has hired refugees as housekeepers, dining room and lobby attendants, and laundry workers. Employees may seek to transfer to another department and/or be promoted after working six months with no warnings.
"Refugees' eyes light up when we tell them the director of operations started as a dishwasher here," Baerde said. "The general manager started as a bellman. The director of sales and marketing was a banquet server at this hotel 10 years ago. If you have the drive to succeed, you can do so."
Refugees also are inspired to learn that Baerde was a refugee herself, from Afghanistan. She was four when her family arrived in Omaha in the mid-1980s.
Asked what she would advise other employers considering hiring refugees, Baerde said, "Think outside the box. Give it a try." For his part, Robinette said, "It's a great experience. If anyone questions that, they can call me."
By Carol Fouke-Mpoyo
First in a series of articles featuring enterprises identified by CWS affiliates as exemplary employers of refugees.
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