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Aida Hernandez, Palace Hotel
Since re-opening its doors in 1991, the Palace Hotel has been home to Aida Hernandez. Aida began as a Lobby Attendant, and then, because of her efficiency and thoroughness, was quickly named Office Attendant in Housekeeping. This position is the direct connection between guests, other co-workers, departments, outside vendors and the Housekeeping Department. Aida takes it upon herself to resolve as many issues as possible and, while doing so, takes the time to learn something about many of the guests who phone in. Are they at the hotel celebrating an event such as an anniversary or birthday? If so, some guest may be surprised by an unexpected amenity arriving at the door in recognition of the special day. She has even sent sympathy cards when learning that guests were in town because of a death in the family. She gets to know frequent guests, such as a regular customer who inquired about purchasing one of the luxurious hotel bathrobes. Within minutes of this inquiry, Aida got the necessary approval based on the guest’s history, pulled a new robe, wrapped it and presented it to the happy guest. This graciousness is also extended to her co-workers and she is known throughout the hotel as a loyal and caring friend. She’s prepared special meals, and offered to work extra hours to support colleagues and their families during times of illness or strife. Known as the department “Controller,” she’s the one who starts the collections for friends in need. Unsung heroes like Aida help define the culture of a property, and we are happy to now sing her praises.