St. Louis. St. Lou Is... All Within Reach.
Hospitality Heroes
2009 Hospitality Super Heroes
- Carlos Cuartas
- Catherine Aichs
- Melissa Waggoner
- Mary Kaufman
- Tom Shepherd
- Alvianita Guy
- Nilda Burnside
Carlos Cuartas
Maintenance Engineer, Drury Inn & Suites near Forest Park
A frantic mother-of-the-bride had broken the heel on one of her dress shoes for her daughter’s wedding. Of course, this all happened at the last minute, so time was of the essence. Carlos went into action. He went to the maintenance workroom and cut off a small piece of a rubber door stop and then fashioned a heel to replace the broken one. Carlos then presented the repaired shoe to the guest. She was overwhelmed and relieved that Carlos came to her rescue. For getting them to the church on time, Carlos Cuartas is a 2009 Hospitality Super Hero.
Catherine Aichs, (IKES)
Guest Service Agent, Drury Inn & Suites Convention Center
An ill hotel guest approached Catherine at the front desk, inquiring about directions to a local store for some medication for the flu. She gave him directions and off he went, but Catherine became concerned after he didn’t return right away. When the guest finally did return, he was out of breath and stated he couldn’t find the store. Catherine sprung into action: she had the guest sit in the lobby while she went out to the local shop and purchased the items needed. She returned to a very grateful guest, who offered Catherine a large tip, but she refused. A Florence Nightingale for those in distress, Catherine Aiches is a 2009 Hospitality Super Hero.
Melissa Waggoner
Front Desk Agent, Four Points Hotel by Sheraton – Fairview Heights
On Valentine’s Day weekend, a local couple made there way into the Four Points after confusion over their reservation at another hotel. They explained their disappointment to Melissa and seeing their frustration, she sprang into action. The hotel had availability and she honored the rate from the other hotel, as well as upgraded them to a suite, and made dinner reservations for them. While they were dining, Melissa decided to add some special touches to their room – chilled champagne, chocolate covered strawberries, soft music on the radio, rose petals throughout the room, heart-folded towels and a personal note. For putting the “r” in “romance,” Melissa Waggoner is a 2009 Hospitality Super Hero.
Mary Kaufman
Guest Services Director, Saint Louis Science Center
When a little girl hit her head while visiting the Science Center, her family brought her to the lobby for assistance. While the injured little girl and her mom were being cared for in the First Aid room, Mary noticed how upset one of her sisters had become. Knowing just what needed to be done, Mary took action. She took the little girl over to the food court, got her a drink, and sat with her. Her kindness calmed the little girl. But that’s not the end of the story…Mary followed up with the family to let them know about insurance information and she provided the family with free passes to return and experience the Science Center again. For knowing how to fix all kinds of “boo boos,” Mary Kaufman is a 2009 Hospitality Super Hero.
Tom Shepherd
Guest Services Manager, Saint Louis Science Center
On what started out as a typical day at the Science Center, a man ran through the lobby with a lifeless child in his arms. Tom followed the man outside to provide assistance and he quickly went into action determining that the little girl had a pulse and was breathing, but not responsive. He brought the two into the First Aid room. Emergency assistance was on the way. Tom followed up with the family at the hospital, checking on the girl’s condition. She was conscious and talking. Tom presented the family passes to return for another visit and gave the recovering girl a stuffed polar bear. For quick action at the drop of a hat, Tom Shepherd is a 2009 Hospitality Super Hero.
Alvianita Guy
Building and Grounds Supervisor, Lumiere Place Casino and Hotels
On a recent May day, a rather large group had just finished dining at Lumiere Place and had walked out toward the casino floor. They wanted to now go see the Gateway Arch and knew that it was nearby, but were confused as how to get there. Alvianita was nearby cleaning and sprang into action to assist. She offered directions, but quickly determined they didn’t understand the language well. Alvianita decided to show them the way herself by first taking them to the Lumiere skyway so they could see the Arch from their location, and then escorting all seventeen of them to the Arch. For knowing that service doesn’t start and end at the front door, Alvinatia Guy is a 2009 Hospitality Super Hero.
Nilda Burnside
EVS Porter, Lumiere Place Casino and Hotels
Earlier this year, Nilda came upon a guest in distress. The woman was not feeling well and needed help in getting to the restroom. Nilda’s actions put the woman at ease: she wheeled the woman to a nearby restroom into the handicapped stall, assisted her in her personal needs and stayed close-by to make sure she was okay. Nilda got the woman a cold bottle of water and, when the woman determined she was going to be fine, Nilda escorted her out and back to the casino. For showing compassion for all who come in the door, Nilda Burnside is a 2009 Hospitality Super Hero.
