When I picked up the phone to make a reservation at a Hilton Hotel yesterday, I had no idea I was about to be reminded that one person really can make a difference. I know what you’re thinking. Who calls to make a hotel reservation when you can just book a room online? But I had a few questions that needed clarification so I felt like it was best to talk to a real person.  

We’re getting ready to head south for a family vacation for the holidays and we’re planning an overnight hotel stay where we’ll leave our car at the hotel and take a shuttle to the airport. When I dialed the 800 number, I was warmly greeted by a gentleman on the other end named James. From the moment he spoke, his voice put me at ease. He asked how he could best serve me and take care of my specific travel needs. And he did it so sincerely. When I inquired about the Park, Sleep, and Fly option, he shared that the package was available and that the rate included parking for 7 days. I asked about daily rate for the remainder of the time we’d be traveling and after looking into it he said, “In the past seven years, I’ve never seen anything like this.” The words came out of his mouth in such a way that I knew I didn’t just win the jackpot. He explained that parking at the hotel is limited and that the vehicle can only stay on the property for seven days. But he thought that sounded off base.After placing me on hold and speaking with his manager, he thanked me for my patience and let me know that while the hotel I inquired about wasn’t going to meet my needs he was working diligently to find me another excellent option. He found out that the hotel would indeed tow our car. He said, “I can’t believe it.” He acknowledged that he thought that wasn’t right. He said, “Leslie, when I pick up the phone, I just want you to know that I do so as your advocate. So right now, I want to do whatever I can to ensure you have the best possible experience. Who says this, right? Especially in such a sincere and genuine way that you believe it will be done.

James did indeed come through on his promise. He found another Hilton-owned property just a few miles away that was a little less money and included parking for the entire time we’ll be away. He went on to explain that the room was actually an upgrade from the room that was available to us at the property we originally called about.” He gave me the address of the property and had no problem allowing me a few minutes to research it online while we were still on the phone to ensure that it met/exceeded my expectations.  

While I briefly conducted my online investigation of the hotel, James shared a little bit about his background and the many years he spent in a management role in corporate America. He shared that his job required him to travel and that he had stayed in more hotels than anyone ever should. He told me about how he believes in the Hilton brand and the company’s mission and his job is to provide the highest quality customer experience and get to know the people he’s assisting so that he can best meet their needs. I said, “James, you should be teaching this stuff. Why aren’t you a corporate trainer?” He shared that he’s a Christian and the most important thing to him is to be wherever God wants him to be. And he feels that his position with the Hilton is exactly where God’s called him right now. He went on to explain that he feels it’s important to take time to “visit” in an effort to learn about his customers so that he can make a real connection with them. He shared that he’s fortunate to have a manager who agrees with his philosophy.  

James is a rock star at his job! Don’t worry. I told him that, too. If I owned my own company, I would want James working with me. He’s a leader without the leadership title and he left such a lasting impact on me. He ended the call by wishing me and my family a blessed and Merry Christmas and he told me to go out and do great things. I’m so thankful for James’ reminder of what we can all forget. I am only one person. And you are only one person. We cannot do everything, but we can do something . So let’s not refuse to do something we can do. And we’ll change the world!

P.S. After the call, I looked up the mission, vision and values of the Hilton, which, by the way, is something I’ve never done after talking with a customer services representative from any other company. And sure enough, it was no surprise that James embodies all of it! He’s so proud to be representing a company he believes in.
Hilton’s Vision
• To fill the earth with the light and warmth of hospitality- by delivering an exceptional experience- every hotel, every guest, every time.  

Hilton’s Mission:
• To be the most hospitable company in the world- by creating heartfelt experiences for guests, meaningful opportunities for team members…

Hilton’s Values:
Hospitality- We’re passionate about delivering exceptional customer experiences.

Integrity- We do the right thing, all the time.

Leadership- We’re leaders in our industry and our communities.

Teamwork- We’re team players in everything we do.

Ownership- We’re the owners of our actions and our decisions.

Now- We operate with a sense of urgency and discipline.