Security & Safety Council Service Award Yolanda McHayle

Yolanda exemplifies the true spirit of service and hospitality every day she steps into work, but we are nominating her specifically for her remarkable actions detailed below. In early June around 11 am, the front desk received a call from a housekeeping inspector informing us that an elderly woman was wandering the guest floors, visibly upset as she was locked out of her room. Our management team sprang into action, bringing her downstairs while we attempted to locate her family or the guest room she was searching for. Despite the language barrier, Yolanda remained undeterred in her efforts to assist the elderly woman. OCSO arrived to help, but communication remained challenging. However, Yolanda's determination and compassion shone through. Throughout the day, she diligently attended to her tasks while continuously returning to the lobby to ensure the comfort and well-being of the elderly woman. Yolanda went above and beyond, providing the guest with a pillow and blanket to ensure she was comfortable. She took breaks from her duties to accompany her to the bathroom and ensure her safety. Although other team members offered food and water without success, Yolanda's unwavering perseverance enabled her to get the guest to enjoy some soup and hydrate with water and Gatorade.

Even after her shift ended at 3 pm, Yolanda's care did not cease. She diligently left detailed care instructions for the PM lobby attendant and continued calling the hotel to check on the guest's status after departing for the day and continued until she learned the guest as back with her family in the room.

Yolanda's dedication and compassion extended far beyond the call of duty, leaving a lasting impact on the guest and our entire team.

Recently, Yolanda met a family (Mother, Father & Daughter) who were visiting our property. Yolanda found out they were actually here to celebrate the Mother’s 70^th birthday. As Yolanda started speaking to the daughter every day, she found out they didn’t have transportation of their own. Yolanda wanted to help the daughter celebrate and make her mother’s birthday special so, she offered to drive the daughter to Publix after she finished her shift to surprise the mother with a cake and balloons.

Yolanda then went up to the room with the daughter and together they sang Happy Birthday to her. This made the guest’s birthday so special and she will never forget her visit to Orlando and meeting Yolanda. This guest still frequently keeps in contact with Yolanda.

Her exemplary service embodies the very essence of hospitality, and we are incredibly proud to nominate her for the 2024 Security & Safety Service Award.