The purpose of this trip was to meet with my mastermind group - Master Speakers International. We've been meeting four times a year for the last 10 years.
The city was great and the hotel was good but it didn't rate a 12.5 score.
Let me explain:
Pedro - he gets the 12.5!
He was the doorman. An extraordinary doorman. I couldn't help but notice all the little and positive things he did with his customers. He gave new meaning to the words customer service.
From the neck down he had a body like Woody Allen - maybe even smaller.
From the neck up he reminded me of Billy Crystal.
He was animated, energetic, and funny in a subtle way.
Last Wednesday, as Bernadette and I were going to dinner, a taxi pulled up and a 50 something guest greeted Pedro with, "Pedro, I'm back and it's so good to see you again. I have a gift for you."
Pedro made you feel special when he was waving at you - as you are entering or leaving the hotel. It wasn't like a royal wave with a stiff outstretched palm with a rotating cupped hand.
No, when he waved his little fingers were fluttering like he was simultaneously playing the piano and conducting a symphony.
He greeted everyone like a long lost friend.
I asked him, "Pedro, what makes you so special to all of the guests at the hotel - everybody likes you so much?"
He responded with a great deal of humility. "I'm just a doorman," he said.
In a low-key way, which is hard for me to do, I repeated the question.
He said, "I just want everybody to be happy and have fun when they're here at the Westin Hotel."
He was always smiling.
He always had a bounce to his step.
His eye contact was strong and focused on his guests.
He is a small man with a large presence.
His impact is powerful and memorable.
His job description probably says - doorman.
Even Pedro thinks he's just a doorman.
Pedro is not really a doorman, he's an Ambassador, for the Westin Hotel. In my book he rates a 12.5 on a 1-10 scale. He should be Director Of Customer Service.
I'm sending a copy of this to the CEO of the Westin hotels, and if he has any sense he will give Pedro some recognition for his obviously outstanding job performance.
I also recommend a big peso bonus for the hotel's premier Ambassador.
What are you doing to become the Ambassador role model for your ccompany?
