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Thursday, August 30, 2012

My experience at the Miami Airport Hilton Hotel

About 10 years ago, I spent a lot of time in South Florida and developed a real appreciation for the culture, food and weather. They say humidity is good for the skin!

Today, I arrived in Miami and took the shuttle to my hotel, which was on the airport property. I was hungry for lunch when I arrived, and the front desk told me they served lunch until 3:30 p.m. I headed to the restaurant 20 minutes later and noticed a sign that said they were only serving lunch until 3 p.m. After all of the confusion, I finally found the hostess, who said they were closed. I pointed out it was only 2:55 p.m., but she told me again they were closed.

I proceeded to look for the manager, but with no one in the restaurant, I went into the kitchen. It took about three times of asking, "Anyone home?" before a gentleman walked out and offered to help me. I told him what happened and he said, “of course we can make you lunch.”

Ken (that’s his name) walked me to a table, found me a server who took my order: a portobello mushroom burger (vegan, of course!).

When I finished lunch, Ken came to check on me and I invited him to sit down. I told him I run a business myself and realized he had a training opportunity on his hands with his hostess. I was curious how he was going to handle it, and the most interesting conversation began.

It turns out that Ken isn't the manager, but the company “troubleshooter” that comes in from corporate to assist hotel properties having challenges.

We had a fabulous conversation about training and he told me how Hilton Hotels work. He talked about their systems and processes for sanitation (really important in the foodservice business), how they are creating healthier food options on their menu and how they plan to make the entire check-in process for the business traveler more friendly and seamless. We talked about the kinds of water  he wants to serve in the hotels (he likes Voss) and importance of uniforms on wait staff. Ken has been in the food business for at least 30 years, but his current role is being an expert for “perfecting the guest experience.”

Ken totally gets the “360 experience” from the viewpoint of a guest. When I handed him my card, it was heartening when he recognized our company name. “Frieda’s?" he said. "I’ve been using Frieda’s products for years!” Little did I know that my one day trip to Miami would inspire me to be even more passionate about the importance of training and setting expectations.

From Miami,



  1. Glad you had a wonderful experience at the Miami Airport Hilton Hotel and it's great to hear Ken remembers your company name.

  2. It is good that your experience at the Hilton Hotel did not get all sour after the confusion with the closing time happened. Good thing there’s Ken to help you with that situation. And I think he did a great job creating a good working system for the hotel. I hope that when you come back at the hotel, you will be given the ‘perfect guest experience’ that Ken is trying to promote in the hotel on how to serve its customers.

  3. Great explanation of your experience at the Miami Airport Hilton Hotel. thanks for sharing…
    Miami Airport Hotels

  4. I totally agree with Beulah, Karen. I think Ken saved the day there! Thank goodness for good people skills and professionalism! It could have been embarrassing on the hotel’s part if he hadn’t stepped up to the plate.

    Erasmo Milsap

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  6. It is a wonderful experience that you had at Miami Airport Hilton Hotel. And it is a good job that is created for working system in Hilton hotel, i suggest you to visit Accommodations in Miami for next time which gives you a awesome look and you can feel the comfort. So i am expecting another blog from you, so that you can share the experience for Accommodations in Miami. Click here.


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