** We've edited the letter to protect the identity of the guest**
Dear Mr. Concari,I am writing you this afternoon to say “FELICIDADES.” While I do not check out until tomorrow, Saturday, July 24 (room #2009), I would like to communicate to you my comments regarding my stay, your staff, and the event held in your hotel today.
I am extremely grateful for the fact that the rooms offer BOTH Ethernet/cable connectivity and wireless. This was a real bonus as I usually have a terrible time with Internet connectivity and speed when only wireless is available. This was a real plus for me!
My only negative comment regarding the property is the lack of variety of restaurants. I would have liked to see more choices in food besides the one restaurant. This is a minor point, but worth mentioning.
The main reason I am writing you today, however, is to highlight the professionalism, courtesy, genuine sincerity and attention, and positive “can-do” attitude of every staff member I came across. I’ve been here for 5 days and your staff has learned my name, they go out of their way when they see me to come over to shake my hand and ask me how my day is going. Ramon (one of your bartenders/wait staff) is a star. He remembered my favorite drink and had it ready when he saw me approaching the bar at the end of the work day. These small details go a long way during business travel when a smile is often difficult to come by in the service/hospitality industry. Your staff is motivated; they take pride in their jobs and really made me feel very welcomed. I completed about 3 or 4 Hilton Moment Nomination cards for the housekeeping and F/B staff throughout the week—and it was a pleasure to do so.
I also want to make a very special mention regarding your Event Staff. While all your team on the 5th floor was proactive, professional and very friendly, one in particular deserves special praise. Ms. Yajaira Maldonado is a super-star. I came to the Hilton for a 1-day seminar my company was sponsoring. My company had shipped 2 boxes via FedEx to the hotel that got delayed at Customs. The inefficiency of FedEx and the Customs agency resulted in my boxes not making it to the hotel in time for the Seminar. Those boxes contained literature and a display booth. Yajaira went out of her way to contact FedEx to help me and when no viable solution was available through FedEx, she quickly contacted printing companies to help me reproduce literature the night before the event. She helped me secure a projector, screen and materials necessary to allow me to properly participate in the Event. She saw I was visibly angry with what had happened with FedEx and she took the right, proactive approach and showed tremendous problem-solving skills. She was my savior. Another member in the same office (I don’t know her name), proactively went and brought me a glass of Scotch as she KNEW a small drink would make me feel better. Who does that today?! It was truly exceptional. Meanwhile Yajaira kept a smile on her face and knew just how to calm me down and worked with me to solve the problem. Today, she went looking for me to follow-up and make sure everything was going smoothly. The Event went-off without a problem and the results proved excellent for my business.
Having traveled to over 45 countries, and flown more than 1 million miles in my professional career it is indeed rare to find someone like Yajaira. She is a real asset to your hotel and the Hilton name. I cannot praise her enough.
It is a real sign of excellent leadership when every employee takes demonstrable pride in his/her work, takes a pro-active approach to ensure guests are satisfied, and always clean, smiling, and helpful. I congratulate you on this achievement. There are a few Hilton properties I’ve stayed at before that should learn from you and your staff. I really believe you have set the benchmark. My expectations were truly exceeded.
I look forward to future trips to Santo Domingo and can say with 100% confidence, there is no other property I will choose…the Hilton Santo Domingo is the BEST!!!!
Thank you and your Team again for everything.
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