Gilluz Reyes, Housekeeping attendant, Fairmont Dubai
During the first month from joining the housekeeping team, Gilluz Reyes started receiving Tripadvisor mentions from guests. Due to his humble and shy nature, his leaders became very curious to find out how he achieved so many more mentions than his colleagues. When his supervisors spoke to the guests, who constantly asked to meet the executive housekeeper to praise Reyes and take a photo with the “man behind the magic”. Not one room remains untouched by Reyes’s creativity and thoughtful gestures. Tripadvisor reviews had skyrocketed when Gilluz joined the housekeeping team, resulting in the largest number of mentions in the hotel’s 16-year history. Moreover, Gilluz’s efforts resulted in housekeeping department achieving a 98% score in the guest satisfaction survey, which is a 12% increase year-on-year. He has created a worldwide best practice, called “wow-moments” which he adapts based on every individual guest and has consequently become the mentor and role model for his colleagues.
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