For better, or for worse...

Some times, the WOW moments happen behind the scenes... but they have a profound impact in our team members’ satisfaction… and that also affects out guest perception.







Last year, Reginaldo (engineering) called saying that his mother was very sick, and that she lived very far in the north of the country. He was crying because he had no money to see her.




I told him to stay calmed and that I was going to help him. I called all the airlines to find out what was the price of the ticket. Reginaldo couldn’t pay cash at that time, so I asked Cícero to lend me his credit card to make the payment in monthly installments.





Among all the team members in our department, we divided the cost of the ticket and we got the money so that he could travel. Everybody helped.


Reginaldo travelled to see his mother. One week later he was able to be with her when she died.

 Story sent by Catia Ferreira - Engineering department at the Hilton Sao Paulo Morumbi