EMPLOYEE FEATURE Our

SERVING UP MEMORIES

Hilton Sandestin Beach Employees Share How They Make Your Stay Unforgettable

BY REBECCA PADGETT

With miles of soft sand, gently rolling Gulf waves and breathtaking sherbet- hued sunsets, there’s no denying Emerald Coast beaches evoke a sense of inner peace and sheer happiness. When the sun has set, salt and sand encase your skin and the last sandcastle of the day has been built, Hilton Sandestin Beach Golf Resort & Spa hopes your footprints in the sand lead to their doors, welcoming you in for continued joy, relaxation and memories. Once inside Hilton Sandestin Beach, you feel it, the familial embrace of someone who is excited to see you. Whether you are a first time visitor or following generations of lifelong family guests, the employees of Hilton Sandestin Beach strive to be a source of your memory making. From the front desk to your restaurant server to the department managers, each service offered by the hotel is carefully catered with a guest’s enjoyment in mind. It’s the small gestures — remembering your breakfast order, bringing extra towels, knowing your special dates — that make Hilton Sandestin Beach an inviting atmosphere. All this results in long-lasting memories that we hope will keep you coming back, whether its yearly family vacations, your honeymoon or just the place you most want to be. Hilton Sandestin Beach employees serve in order to help you create some of your fondest memories, and you, in turn, provide them with their most cherished moments.

SANDCASTLES SERVER I worked at Hilton Sandestin Beach from 2005–08 and returned here for a job in the summer of 2018. I was amazed how many of the employees were still working here, and how much it felt like I was coming home. It wasn’t long before I started recognizing guests of the hotel who I’d met 10 years ago. It’s incredible how much of a timeless and family-like atmosphere exists here, between both employees and the guests we serve. SERGIY TODOROV

HOUSEKEEPING My favorite Hilton Sandestin Beach memory is when I helped a little boy locate his parents after the elevator he was on closed before his parents could get on. He was crying and upset, so I immediately went into “mommy mode” to calm him down. I assured him that everything would be OK as we searched for his parents, whom we located in the lobby. That made me so happy. MALISA SAULTERS

AMANDA MERRITT

ACCOUNTING Working in the accounting office, most of my interactions with guests are over the phone. One of my fondest memories was last summer when a family had just departed before realizing they still had a couple of questions regarding their final bill. I was able to assist with their questions while they were driving home, to help clarify the charges. Over the car’s speaker, I could hear the family’s excitement in their voices (especially the kids) as they relived their past week with us. The family explained how beautiful our property was and how they could not have had a better vacation anywhere else. They were so grateful for the hospitality and customer service they received. They stated this was their first time here and decided the Hilton Sandestin Beach would be their annual summer vacation spot. They thanked us for the prompt assistance they received from the moment they walked through the doors all the way to the help they received after they had departed. Moments like these are what being in the hospitality industry is all about.

SPA FRONT DESK SUPERVISOR I remember one day answering a call from a woman looking to book services at Serenity by the sea Spa. She wasn’t sure of what she was hoping to book, and was very inquisitive regarding details of the services, what order she should book them in, and general scheduling. I was more than happy to discuss her plans for the day and ensure her services would allow enough time for her to enjoy our Spa. After some time, she noticed that we had been on the phone for over 20 minutes. She went on to thank me for being so patient with her. She was very grateful that we were so accommodating, and once she arrived for her services, she asked to speak with our director so she could reiterate her sentiments.

We see many guests at our Spa, and they come from all over the country and the world. Going that extra mile for our guests is a standard for us, and it is always heartwarming when you know you’ve made a positive impact on someone’s day. LUIS GARCIA

PURCHASING à I’ve had many great interactions while working at Hilton Sandestin Beach, but one in particular is by far a favorite. Football is a great passion for me, and one of the groups we were lucky enough to have come to our property was the Southeastern Conference. Coaches and players I’m very familiar with were staying with us, and I was privileged to interact with some of them throughout my workdays. I was happy to help them whenever I was asked because it’s not something everyone gets to experience during their work day. That memory will definitely remain with me. SAM WILLIAMS

COFFEE SHOP/PICNIX SUPERVISOR I’ll always remember the Meffert Family. I met them in early August on a Monday night while working in Picnix. This family of six from Texas, came in shortly before 7 p.m. and were planning to do a movie and pizza night in their room. Picnix offers Pizza Hut personal pan pizzas, but they were actually looking for a larger size, so I directed them to Sandcastles and In-Room Dining.

The next night I was closing in the Coffee Shop when the Mefferts came in, and one of their children recognized me right away. They all got ice cream cones and were happy to find out that a single serving was actually two scoops. When they returned to the Coffee Shop for more ice cream and café mochas Wednesday night, Mr. Meffert asked that I explain our unique serving terminology, that a single serving equals two scoops. “See, I told you!” he said to his wife. Explaining they had some discussion about this the night before and I had settled it in his favor.

Later that night, the missus returned with one of her children to make sure she had my name correct. I was appreciative thinking she would mention my service in a review, and I jumped up and down when I received the notification from my supervisor. On Friday night, while I was working in Picnix, they went out of their way to see me as they returned from the beach.

The Mefferts made my first season working at the Hilton Sandestin Beach very memorable, and I look forward to running into them next year. DENISE VALERIO

HUMAN RESOURCES My most memorable guest experience took place when I was working as a front desk agent. I had a guest check in that had a miserable trip down. She not only got a flat tire, but also didn’t have a spare to put on. She had to wait hours for a tow truck to come and fix it. When she was finally able to get to our property, she was exhausted and extremely upset to say the least. I was able to upgrade her to one of our suites, which absolutely made her day and her stay. We stay in contact to this day, and when she’s in the area, she always stays with us at Hilton Sandestin Beach. Being at the front desk truly allows you to make a guests stay a memorable one. EMILY ROECKLE

BANQUET SET UP I had an interesting interaction with a guest this summer that really stuck with me. The woman stopped me in Sandcastles one morning and said she had been here a week, and every day at 2 p.m., she would watch the guys in the blue and yellow shirts set up tables and chairs for the special events taking place. She told me she noticed we were very organized, and that she appreciated how hard my crew works. It was nice to hear her kind words and share those with my teammates. RAMOAN HOGANS

SPA FRONT DESK SUPERVISOR My most memorable moment here at Serenity by the sea Spa was when I was able to help accommodate a guest who was experiencing some pain. Ms. Reeves needed an 80-minute massage, and we were fully booked for the day. I asked her if she wanted to book an appointment for the following day. Ms. Reeves replied, “I am leaving tomorrow. I really need one today because my back is hurting so badly! I desperately need one. I’m in tears.” I spoke with one of our massage therapists to see if she was able to stay late to perform an 80-minute massage, and she said absolutely. When I told Ms. Reeves the great news, she was over the moon happy. She explained she had the best spa experience and was grateful that I went out of my way to accommodate her. I will never forget this memorable moment and the impact I had on this guest. BRANDI HARRIS

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Renew YOURSELF

Think of our resort amenities as your very own refresher course, and you are the subject. Our staff is eager to pamper as they make sure you spend every moment in luxury enjoying the experience of a lifetime. Serenity by the sea Spa will be the calming influence on your getaway as you relax with award-winning services, including facials, massages, pedicures and body treatments for ladies and gentlemen. Renew body and spirit in our saunas and

steam rooms, then cap it off with a visit to our full-service salon.

Relax your mind and let us handle the kids in our seasonal Kids Krew program, which lets them experience an abundance of activities in a supervised setting, both during the day and at night.

If a more active setting is preferred, visit one of the resort’s four championship golf courses, 15 tennis courts or head down to our 24-hour, state-of-the-art fitness center. Whatever you decide, let your worries fade as we do the heavy lifting.