In 1992, the Ritz-Carlton Hotel received the Malcolm Baldrige National Quality Award. It was the first hotel to win this award. This award is a prestigious award which the U.S. government gives to an enterprise with an outstanding quality of service. The hotel decided to offer a Five Star Award to an employee who made a key contribution in earning the award. The name of the employee that won was Virginia Azuela; a housekeeper at the hotel.
Ms. Azuela believed that “room service is a key task that decides the image of the hotel,” and she did her best to clean the rooms and keep them neat. She always thought about how to please customers. She even kept a notebook with her cleaning supplies, making a note whenever she had a good idea or found a problem in order to provide better service. She always did her best to remember customers’ names, and called them by their name when they came back to stay at the hotel. She also remembered things like what newspapers and drinks they liked, and prepared them beforehand. Her careful efforts moved the customers and also raised the prestige of the hotel.
If you are considerate of other people and faithful to the work entrusted to you, you will always shine.