The Hospitality Hero Recognition Program is the Explore St. Louis 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 Explore St. Louis Annual Meeting.
2017 Hospitality Super Heroes
View the video below to see the 2017 Super Heroes and their “WOW” moment.
A guest who was a St. Louis native had recently moved back home to live with his sister after being diagnosed with terminal cancer, had a last wish to visit Grant’s Farm, a site of fond childhood memories. Since the guest was not able to visit the Farm due to his health, Kaleigh brought the Farm to him. She created a video tour of Grant’s Farm. Kaliegh presented the guest with the video and a cuddly rabbit in the comfort of his own living room.
A family was checking in for the weekend and their youngest son was celebrating a birthday. When the boy learned that bacon was not on the menu he became upset. He ate bacon daily for breakfast at home. After leaving work, Denise purchased bacon from the store and arrived early to work the next morning to prepare the bacon for the boy’s birthday.
A family was staying at the Ritz for two weeks with their children for their daughter’s surgery. It was also the couple’s 11th anniversary. Following the girl’s successful surgery, Kelly and Daniel had transformed a room into a cozy movie theater complete with teddy bears and a romantic dinner for the parents. A photographer captured the memory and the family was able to go home with a framed photo.
Rita received a very last minute request by an event organizer. She was to replace the flowers outside of the ballroom with new flowers before an event the next day. Rita purchased flowers and returned with her daughter that evening and removed the existing tulips and replaced them with geraniums.
Regina came upon an elderly woman laundering her soiled clothes in a women’s restroom after getting sick. Regina and Gertrude retrieved soap, a washcloth and a robe to help the woman get cleaned up and stayed with her until medical attention arrived.
Lindsey helped fulfill requests a guest made for an upcoming trip for his father-in-law who was diagnosed with stage four cancer. Since going to a Cardinals’ game and seeing the Arch were on his bucket list, Lindsey and Suzana upgraded the family to a room with the view of the Arch and contacted the Cardinals to put his name on the scoreboard during the game. In addition, special St. Louis amenities and a signed card by the staff were placed in his room.
A family was stationed on assignment in St. Louis from Russia. After nine months, their little boy outgrew all of his clothes. Tomecka provided clothes, shoes and toys for the child through a clothing drive. Shortly before the family returned home in the winter, Tomecka purchased gifts with her own money and wrapped them for the child to celebrate the holiday.