Hospitality Heroes

The Hospitality Hero Recognition Program is the St. Louis CVC’s frontline employee recognition program designed to stimulate and reward exceptional service by hospitality industry employees. Frontliners who best exemplify our community’s ongoing commitment to great service are designated Hospitality Heroes.

Nominations are solicited from management of hospitality industry companies each June and judged by a panel of customer service experts. Of these nominations, the frontline employees who, in addition to giving high quality guest service, go a step farther to WOW a guest by rising to an unexpected occasion and pulling out all the stops to come to a positive and memorable resolution are named Super Heroes. Nominees are recognized annually during the CVC’s Annual Meeting.

Hospitality Heroes Nomination Form (PDF)

View the video below to see the 2011 Super Heroes and their “WOW” moment.

2011 Hospitality Super Heroes

Kris Franz, Luggage and Valet Attendant
The Westin St. Louis

On a Saturday in June, a young woman had lost track of her friends after a baseball game. Kris noticed her at the front of the hotel – alone and possibly intoxicated. Concerned for her safety, Kris stepped up to see if he could help. Through Kris’ assistance, he was able to gather her personal information and determined that the woman was not a Westin hotel guest, but one of another downtown property. Kris asked the Manager on Duty for permission to accompany the woman back to her hotel in one of the Westin’s cars. Once at the property, Kris placed her in the capable hands of that hotel’s security officer.

Gina Fayek, Assistant Front Office Manager
Sheraton West Port Hotel

A guest had traveled to St. Louis to conduct employment interviews at the Sheraton West Port Hotel. The interviews were to start at nine-thirty in the morning, but at nine o’clock, the gentleman was down at the hotel gift shop, as he had forgotten his tie. Finding there weren’t any ties in the shop that matched his suit, Gina stepped in to help. She jumped into her car and drove to a nearby store and purchased a coordinating tie, returning to the hotel in time for the guest to conduct his first interview on schedule. He offered to pay, as well as give a tip, but Gina refused, stating it was a gift from the hotel.

Joel Martin, Engineer
Parkway Hotel

Many of the guests of the Parkway Hotel are patients of a nearby hospital. A guest and her daughter were in town for the daughter’s neck surgery. When the guests returned from the hospital, the mother mentioned to the front desk staff that she was unable to secure a high-back wheelchair from the hospital. This type of wheelchair would have made her daughter more comfortable. Joel overheard the guests’ lament and quickly went off to the engineer’s shop. By cutting a few pieces of plywood, wrapping them with some towels and securing them with a few screws, Joel created a support, allowing the guest to rest her neck without worry or strain.

Randy Means, Night Auditor
Holiday Inn Forest Park

As night auditor, Randy works the eleven p.m. to seven a.m. shift. Early one morning, frazzled parents came into the hotel. Randy learned that these were the parents of a recently abducted, and found, little girl. Though conversation, Randy learned of their traumatic night and thought these folks could use a break. First off, he asked for and received approval to provide the nights stay at no charge. Then after his shift ended, he drove down to a nearby drug store and purchased toys and games for the kids with his own money. When the mother was presented with the basket of goodies, she was touched by Randy’s kindness.

Willie Dixon, Banquet Server
Levy Restaurants at America’s Center

While on a break during a convention, Willie came upon three ladies in distress. The women had packed up their exhibit booth materials, but found the boxes were much too heavy for them to carry. So Willie assisted by getting a cart and loading the heavy boxes for them. Then the women asked if he could take the cart across the street and load them into their car. After receiving approval to leave the property, Willie followed the ladies and placed the items in the car. They were so grateful for his help.

Crystal Donald, Executive Housekeeper
Hampton Inn Gateway Arch

While Crystal was inspecting rooms on the fifth floor of the hotel, a guest came running up from the parking garage on the fourth floor. The frantic guest explained that her car had been broken into and that other family members had the thief trapped in the car. Crystal sprang into action. She radioed for assistance in the garage from the maintenance department and the houseman. She then contacted the front desk to call police. Crystal then went down to the garage to provide any additional assistance. The police were quick to arrive and took the man into custody.

Tony Moore
Lambert-St. Louis International Airport Police Department

It was Good Friday and storms were about to hit the area. Sergeant Moore was on lunch break and away from the airport, but could tell that something serious was brewing in the sky. Tornado sirens were blaring. Tony went into action and initiated the emergency response for the Airport. He called all his officers, giving them the directive to move passengers to safety. This provided officers enough time to move passengers inside the terminal just minutes before the tornado hit. When he returned, he walked Concourse C and informed Airport Authority that it was too dangerous and should be closed.

Amanda Bradham-Little and Amy McIntosh, Catering Sales Managers
Hyatt Regency St. Louis at The Arch

Amanda and Amy were riding the elevator with a family and learned though conversation that they were often inSt. Louissince their son was being treated for cancer at a local hospital. The ladies made two observations – one, that the little boy wore a Cardinals t-shirt, so must be a fan and, two, the mother commented that they felt like they “lived inSt. Louis” since the family traveled so often for treatment. Amanda and Amy hatched a plan and immediately got to work making phone calls for a Cardinal Build-A-Bear, candy, popcorn, a hotel stay, baseball tickets and a personal meeting with Fredbird. The ladies presented their treasure basket to the family, who were extremely touched by their thoughtfulness.