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.
2014 Hospitality Super Heroes
View the video below to see the 2014 Super Heroes and their “WOW” moment.
A hotel guest was overcome with chest pain. John assisted by monitoring the gentleman’s pulse and breathing, and then called an ambulance. Once help was on the way, John took the guest’s children to the hotel’s game room as a distraction to their dad’s illness. The kids were entertained by John while the gentleman and his wife went to the hospital. When the wife returned, she was greeted by happy children and gifts for the kids for the return trip to the hospital. John followed up with a phone call to check on the patient’s progress
One afternoon before Thanksgiving, a local minister and his wife were dining at the buffet. They mentioned to Jessie that they were struggling to get enough donations to feed the homeless a Thanksgiving dinner. Earlier that day, the Lumière staff received frozen turkeys as gifts from the company, so Jessie decided to donate his. He then talked with a few co-workers and persuaded them to donate their turkeys, too. The minister left with nearly enough turkeys for the entire dinner.
A tour group from Springfield, Missouri, was gathered and ready to make the trip back home from their day at Missouri Botanical Garden when it was discovered that a woman from the group was missing. Alice overheard the conversation and volunteered to look for the woman. The search lead Alice to a restroom where the woman had taken ill and soiled her clothes. The woman was quite embarrassed, but Alice put her at ease by helping her clean up. With no other clothes to wear, Alice gave the woman her wrap skirt for the long bus ride back home.
It was just another day at work for Gerry, when a hotel guest approached him and asked for a favor – to be his best man at his wedding. Gerry cheerfully obliged, got all the vital information from the couple and made it a date. The next day, Gerry drove one hour and arrived early for the ceremony. Finally, the couple arrived. They were married in a simple ceremony and Gerry was included in the family photos. Later that evening, the couple returned to the hotel and thanked Gerry for his kindness.
Scotts Sparks, Ground Transportation Enforcement Supervisor
Whelan Security at Lambert St. Louis International Airport
Scott was working in the Terminal One (1) parking garage when a woman approached him stating her husband had fallen and needed help. Upon arrival, Scott found the man lying face down. He turned the gentleman over and found his face was discolored. Scott immediately called EMS as he checked the man’s breathing and pulse. He then called for an Automated External Defibrillator and began CPR. When the AED arrived, he began to resuscitate the man, who was then transported to the hospital. After his shift, Scott went to the hospital and checked on the couple.
One of the hotel’s regular guests came in for breakfast with his arm bandaged, struggling to get through the buffet line. Augusta helped him with his food and sat with him. She found out that he had fallen down an escalator a few days prior. The bandages were soiled and needed to be changed, but the guest refused to go to the hospital. Since the gentleman and his family frequent the hotel, Augusta was able to pull the family contact information. She called the guest’s niece in Chicago, explained the situation, made a room reservation and urged her to come quickly. Arriving later that day, the guest was taken to the hospital where it was discovered he had a blood infection. He was hospitalized for three days. The niece returned to the hotel to thank Augusta for her kindness.
An elderly couple came to the front desk to sign up for the complimentary shuttle to take them to a doctor’s appointment. Seeing that the shuttle was unavailable, the couple asked Quinton if he could help them get to the doctor’s office. The gentleman was in a wheelchair, but the woman told Quinton that she was up for the fifteen to twenty-minute walk. Quinton pushed the wheelchair, while the woman walked beside him. As they were walking through the skywalk, the woman became short of breath and couldn’t go on. Quinton immediately called for a BJC transporter to bring a wheelchair and assist in getting the couple to their appointment on time. The couple was able to take the shuttle back to the hotel and once they arrived, they stopped at the front desk to thank Quinton for his help and quick thinking.
True and her grandma, Miss Vicky, are regulars at the Clocktower Pasta House Company restaurant. They always sit at Table twenty-one (21.) True is mildly autistic and a bit shy, but over the past year, Peggy and her staff have helped True come out of her shell. Peggy knew True’s birthday was coming up and she would love to have a bike. Peggy rallied her staff and each contributed their own money to make True’s wish come true. Tears came to Miss Vicky’s eyes when Peggy presented her with the birthday contribution. On their next visit, Miss Vicky and True showed Peggy and her staff the wonderful new birthday bike.