Sunburnt!

At the Hilton Barbados, nature (and our Team Members) have all the solutions...

We call it the SALT walk. It was on this tour of duty that Jocelyn met Lana Yamnizki. Here’s the story.

Scheduled team members meet at 3 pm during the week with the Manager on Duty, and are assigned to an area of the hotel to interact with the guests. This is done to find out how the stay is going, and if there’s anything to improve their stay. Jocelyn was assigned to the Executive Lounge.



When she got to the eight level lounge, she noticed only three guests were there. Occupancy was not very high. Jocelyn introduced herself to the two other persons and inquired about their stay. Great, Fantastic, were some of the words describing how the stay was going so far.

Then she moved on to a lady quietly sipping afternoon tea and introduced herself, that’s when she met Lana. She told her everything was going fine up to this point. Jocelyn inquired further. You see, it was here in the Lounge Lana was hiding away from it all. She did use Suntan lotion, but it was no match for our Caribbean sun. She showed Jocelyn her badly burnt skin, almost uncomfortable to touch. She couldn’t go back to the pool, and just felt absolutely uncomfortable. Her holiday was practically ruined!.

Jocelyn suggested she used an aloe plant, which would soothe the burns and allow her to enjoy her stay. “Where do I get it from? The store downstairs? Lana inquired. Jocelyn told her no, this is the actual plant, straight from the garden. She explained how to use and handle it, and the taste! Jocelyn told her that she would be happy to bring some for her the next day when she came to work. She assured Lana it was quite safe and would improve her mood and stay.
Jocelyn brought the plant to work the following day, and called for Lana. She did not reach her, but left a voice mail to ask at the front desk and one of her colleagues would give it to her. Lana did pick it up the same day. A couple of days later Jocelyn called to ask how she was doing. She didn’t reach her, but this was a good sign. She was out and about.

On Lana’s departure, she completed the comment card and was very appreciative of the gesture. The aloe helped rescue her holiday and the care and thought that went in to the gesture she said was unsurpassed. As a team member, this was good acknowledgement. As for Hilton Barbados, it was great, because we know Lana will be back!