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At Omni Hotels & Resorts, we know that any one event can impact an entire stay. One extra gesture, one kind interaction, one example of going above and beyond to help someone with something he or she needs—all these and other small exchanges can add up to a profound change in perception and experience. Recently, Isaac Uy, bellman at Omni San Francisco Hotel, embodied our ‘Power of One’ service philosophy and was recognized by the Hotel Council of San Francisco. During the 16th annual Hotel Hero Awards, Isaac received the ‘Beyond the Call of Duty’ award for going above and beyond his routine duty as bellman at Omni San Francisco Hotel. Thank you to Joanne Black at No More Cold Calling for sharing her first-hand account of Isaac’s story with us. “We need to speak up when people do the right thing. Whether you’re watching the news or perusing social media, you’ll see plenty of stories about people behaving badly, selfishly, or rudely. So, it’s always refreshing to be reminded that the world is also full of kind, compassionate people who go out of their way to help others, even strangers. Isaac is one of those people. I met Isaac a few weeks ago when my sister came for a visit and stayed at the Omni Hotel, San Francisco. My daughter and I joined her for dinner at Bob’s Steak & Chop House in the hotel (great steakhouse, by the way). We were already seated when my daughter rushed in. She was so excited to tell us what she had just witnessed. She was at the entrance of the hotel when an Uber driver arrived with three sight-impaired women—all using white canes. The doorman helped them out of the car, and the driver left. That’s when the ladies discovered that the driver had taken them to the wrong address. They were headed to the Julia Morgan Ballroom. A bellman at the door told them their destination was less than a block away. But it was a cold and drizzly night, and the pavement was slick. So, the bellman took one of the ladies by the arm and walked them down the street to the ballroom. That bellman was Isaac Uy. Why was this so surprising? It seems like something anyone would do, right? Well, not anyone. Certainly not the Uber driver who abandoned blind women at the wrong location. And probably not just any hotel employee. But Omni Hotels & Resorts is different. I’ve been to many meetings there. The people at the front door always smile, greet you pleasantly, and open the door graciously. They’ve even offered to walk me down the stairs. Impeccable customer service and caring are just part of their culture. There are many definitions of culture, but the one I’ve adopted is: “Culture is what people do when no one’s looking.” And no one was looking when Isaac guided the women to their destination. No one except my daughter, who was both impressed and inspired by what she saw. After dinner we got to meet Isaac. My sister needed to move to a quieter room, and Isaac showed up to help. I mentioned I’d like to write a blog about what he did and asked if that was okay. He said the hotel would be pleased. What can we learn from Isaac? Always do the right thing. Be gracious and kind. Not only will you make the day of the person you help, but you will also inspire everyone who witnesses your kindness. The value of kindness is important to remember every day, but it is especially significant when dealing with prospects and clients. Go above and beyond and do the right thing by them. Give as much as you can to help, even if they don’t become clients. You’ll not only feel good, but your business will grow as you forge stronger and stronger relationships.”

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