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.
2013 Hospitality Super Heroes
View the video below to see the 2013 Super Heroes and their “WOW” moment.
The St. Louis Cardinals and the Friends of Kids with Cancer organization arranged for a special day for a young boy named Michael. From being greeted at the front office to watching batting practice, Michael was in awe. While dining at the UMB Champions Club, Donta greeted the family, making sure they were having a good time. Michael commented on how much he liked Donta’s watch. Donta left the table and after thinking about Michael’s comment, returned and gave him the watch. Grandma offered payment, but Donta refused.
This year, the hotel launched a series, highlighting independent musicians. On one evening, the musician for the night arrived without several pieces of equipment. Dimitri, being a musician himself, knew he could assist. After calling around to find the replacement pieces, off he went. He picked up the instruments, delivered and set them up for an ecstatic performer. He returned the borrowed equipment the next day on his day off.
A group of dental students were in town to take their exam. One of the students came down to the front desk at 5:20 a.m. frantic, as he has left his white dress shirt, part of the required dress code for taking the test, on the plane. Toz overheard the conversation and offered to drive home and bring back a white shirt of his own. Toz rushed out, retrieved two shirts and returned just in time for the guest to change and catch the 6:00 a.m. shuttle to the testing site.
Young Aidan has been a patient at St. Louis Children’s Hospital and stays at the Parkway Hotel while receiving treatment. Aidan and Denise have formed a special bond. He follows Denise around the hotel while she is on patrol, watches the security cameras for “bad guys” and helps guests at the parking garage. One day, Aidan asked Denise if he could take her to lunch. Unable to leave the hotel while on duty, Denise suggested they dine at the hotel. So she went about preparing a special lunch experience with a white table cloth, rose petals and a candle. When Aidan arrived, he was overwhelmed. It was a special lunch neither will forget.
Welcome to Miss Alberta’s Café – the employee cafeteria at the Sheraton Westport Plaza Hotel. At eighty-six 86 years young, Ms. Alberta works tirelessly for the hotel’s employees – the internal guests – to make sure they have a memorable dining experience. She ensures the food is of the highest quality and with nearly 70 years of hospitality experience, she knows all the right stuff. Alberta knows all the employees by name and is sure to give each one a hug as they come through her serving line.
Cab driver Terrence Reid pulled into an area gas station and noticed an elderly man who appeared lost, confused and frightened. Nearly out of gas and with darkness approaching, Terrence consoled the man, who had been driving around for five hours trying to get back to Interstate 70. As the gas station attendant called the gentleman’s nephew, Terrence struck up a conversation and was able to ease the frayed nerves of the man. When the nephew arrived, he thanked Terrence for his help and offered to pay for his assistance, but Terrence refused.
Weddings are special days, but for one local bride, her father had become too ill to attend. The bride was looking forward to the father-daughter dance. Melody came up with a plan with the help of the bride, the groom and the mother of the bride. After another event at the Palladium, Melody had the bride come in with her gown, while the mother of the bride convinced Dad they had to return to the venue to pick up something from Melody. A bit later, Mom and Dad arrived, all to Dad’s surprise of a fully gowned daughter. Melody produced a suit for the father and after changing, escorted his daughter for their special dance.
Late one night on their normal rounds, Randy and Curtis noticed a young boy walking outside the hotel, on his way to the Arch grounds. The boy had awoken during the night, found that he was in an unfamiliar place and decided to walk home. Curtis brought up the security truck, while Randy covered the boy with his coat. Through questioning the boy and a little investigative work, Randy and Curtis discovered that the boy’s grandparents were staying at Hotel Lumiére. The front desk contacted the grandparents and they were reunited with their grandson.