Elliot is a bellboy at the Hilton Mexico City Reforma who is always smiling and looking for ways to assist when is needed. A guest in May wrote in SALT “Elliot was helpful, I needed to make a call and he helped me immediately lent me his own personal cell phone. He is the best Team Member that you have”. Also, Elliot has received in two months three Hilton Moments as a recognition of the excellent services that he delivered in a daily basis.
Note: SALT stands for Satisfaction and Loyalty Tracking... It's Hilton's system for guest surveys that helps us monitoring our service and mantaining high standars of quality. If you are our guest you may receive it... We always aim for a 10!
Check out the rest of this post to read a heart moving story told by Elliot that looks like coming from a movie...
This began in the Hilton Mexico City Reforma Hotel during the ITF conference at the beginning of august 2010.
One morning I was attending to the concierge desk and suddenly a person approached and asked me if I could help. He said that long time ago one of his friends used to go out with a woman from Mexico, and they had a daughter together. He told me that this friend had been murdered in Colombia five years ago, and that he was now trying to find this woman and his daughter to talk about the insurance that his friend had left for them.
After the explanation, I offered to call this woman for him and he told me there was a problem... he only remembered her name, and that she lives in a small town call Cuernavaca.
He gave me the name and I started to check in the white pages. We found a woman with a similar name, and we called it but it wasn’t her. However, she mentioned that people confuse the two names a lot, and was able to provide the correct number.
I spoke to the woman because she didn’t speak English and my guest didn’t speak Spanish. They finally made arrangements to meet on Friday. He was very happy that we found them. I started to explain how to get to Cuernavaca and he told me he would look for me Friday morning before he left. I saw him Friday morning and I wished him good luck.
Days go by, and one day before the congress finished he came to me on the verge of tears, thanking me. He told me that what I had done had no value, because he met his friend’s little eight year old daughter and her mom, he was so happy. He said that enjoyed his trip to Cuernavaca a lot and they were so nice to him. The little girl never knew anything about her dad and was asking many questions. He also showed them pictures of him and he described to them his life and his adventures.
He says that the little girl is now going to receive the insurance that belongs to her and now he feels like he helped his friend. He said some words that I am never going to forget, “I wouldn’t have been able to do anything without your help Elliot.” Then he took many pictures of me and asked for my email address. He told me to keep in touch and always work hard and keep true.
The way I see it, is that I feel much fulfilled and I’m glad to see that the people left happy with my help. It is also nice to have made a new friend from a different part of the world.
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