The Magazine of Essentials for a Successful Hotel Business
From a Guest's Perspective - Becky Oliver
I like to travel - a
lot! I have traveled to many places that are not only in the United
States but also over in Europe. One of my traveling experiences is
that I go to a retreat every January at the Hilton hotel located at
North Myrtle Beach, SC, near the Kingston Plantation. I have been
going there for twenty-four years.
The first year, I
met one of the guys that meet you out front to help bring in your
bags; a concierge or porter. His name is Arter (pronounced
Arther). I'm not certain, but I believe his native country is
Brazil. When I first met Arter, he had a big smile, was very happy,
and was eager to do anything to assist you.
He has a great
attitude and always makes you feel very comfortable and wanted at
Every year since, I
have always tried to get him to be the person that brings my bags
inside the hotel. The more I have gone, the better we have gotten to
know each other. He always recognizes me. He knows who I am, and I
know who he is. If I have to wait until Arter can help me when I
arrive I will do so.
I was running late
for the most recent retreat. When I finally arrived, he said, “I
was getting worried about you. I didn't see you come early and I was
hoping everything was OK. I'm so glad you made it safe! I have some
extra special things for you this time. Here's complimentary vouchers
for a free breakfast and a free Starbucks coffee.” That was a
really nice surprise! I didn't ask for those items. He just gave them
The next day when I
came down to the lobby, he said, “Ma'am, do you need two more of
those vouchers?” I said, “Sure, that would be great!” So I did
not have to pay for my breakfast for Friday, Saturday or Sunday; they
normally charge for the breakfast buffet at that hotel. He was
definitely taking care of me.
That is why when I
give him a tip I always tip him extra-extra because I appreciate
people like that. He even gave me a hug when I arrived and called me
by my name. This is what makes somebody a good hotel representative.
The other guys that work there are sometimes nice but sometimes not.
Sometimes they're attentive; sometimes they're not.
I know if I get
Arter, he's always very willing to provide whatever I need. He will
ask questions such as “What can I
get you?”, “Do you need anything?”, “May
I take your stuff to
your room for you?, “Are
you hungry?”, and “Do
you want me to get anything for you on the way up?” He is
always attentive to what I might need as a guest.
That is why I enjoy
going to that particular Hilton and meeting him there each time. He
is wonderful, and kind-hearted with a heart of gold. He also has a
smile that goes from ear to ear. He has one of the kindest souls. I
can't say enough about him. I'm sure he has many other guests that
recognize a lot of good things about him as well.
I asked him during
one of my visits if he loves his job. I said, “You must really
enjoy what you do.” He replied, “Oh, I love it! I get to meet and
serve all sorts of people. I get a chance to see where everybody
comes from.” So he takes advantage of his job and gets the best
out of it.
outstanding service. He steps up and inspires other workers to do a
better job. He takes pride. That is the biggest thing. He takes pride
in his work, and it absolutely shows!