Springfield, MO

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Five Questions: Denise Severance

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Hilton Worldwide’s Spirit of Care award is given to less than 1 percent of Doubletree Hotel employees across the country each year. Worldwide, Doubletree Hotels employs 50,000 at more than 230 hotels. Doubletree Springfield hotel room attendant Denise Severance earned the honor in 2010.

Q: Your co-workers nominated you for the Spirit of Care award because they say you demonstrate loyalty, attitude and service in your daily work habits.  How do you keep up the good attitude – and good relationship with co-workers?
A: I like working with people, and this is a good way to do that. With my co-workers, I just try to help get the job done and do a good job doing it. Training isn’t part of my job, but I do offer advice. I just say, keep a good attitude, always focus on the guest first, make things as nice and tight as possible – and clean.

Q: At work, you’ve become known for going the extra mile when it comes to customer service. Can you give an example of some things you’ve regularly done?
A: I just make customers feel comfortable, make sure they don’t need anything and that they have extras of what they do need. I fill up their ice buckets with ice so they don’t have to go get it. If they have beverages, I put refrigerators in their rooms. We have feather pillows, and you need like six pillows to hold your head up. If I see a guest who has six pillows piled on top of each other, I put in foam pillows. I probably do all of it to make them feel special and comfortable when they’re away from home.

Q: You also create and sell your own jewelry. Are there any similarities between your day job and the jewelry business, and what makes you successful at both?
A: No, there are no similarities. With jewelry, I’ve always enjoyed being creative. I go with what’s popular at the time. Here, it’s all about the guests and mingling with the public.

Q: You’ve been at Doubletree Springfield for four years. What advice would you give to employers who are looking for good employees and want to keep them around?
A: Pay them accordingly. And make sure they’re friendly and guest-oriented.

Guest-oriented means you leave your troubles and worries at the door. They shouldn’t influence your mood at work.

Q: What is the most common item left behind in a hotel room?
A: Shoes.[[In-content Ad]]


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