Nora Johnson, Hilton San Francisco
Thirty-six years at the Front Desk and front lines of customer service and Nora arrives each morning ready to exhibit the same undiminished and unparalleled enthusiasm. To a person, her managers laud her gracious demeanor with each guest and colleague she meets. Effortlessly bridging the technological advances of the past three decades, she's moved from paper reservations and real keys to today's high-tech systems and multi-tiered guest rewards programs. Thorough, patient and kind, she trains each new Guest Service Agent as if her first..and she's trained over 600. She has participated in corporate training videos as a model and example of the pinnacle of customer service. She takes great pride in her hotel and her loyalty to one property provides a more fluid management with the institutional memory of people, procedures and practices. She remembers and really gets to know return guests. In fact, she has been known to visit guests in the hospital. She is introduced during a Team Sells and Site Visits and has been credited with bringing in business. Her dedicated service extends to her colleagues as well. Always supportive and considerate, she can lighten the mood after a particularly stressful day. She has been the recipient of every Team Member Service Recognition Award.
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