Security & Safety Council Service Award Roxana Ramirez

Roxana has been employed with Hilton for over 25 years, working in various departments and expanding her knowledge and career. She finally found her place as a security officer. For many years, Roxana has displayed loyalty and excellent teamwork to the company and the security team. She takes on a lot of tasks on a daily basis and ensures that everything is completed in the most professional and timely manner. She is always punctual and never hesitates to pick up extra shifts and help another department when needed.

During New Year's Eve, Roxana picked up an extra shift to help out her team during the busy time. It was on this night when a call came over the radio after midnight that an unattended child was found wandering the hallways looking for their parent. Roxana was the first on the scene to approach a young child who was in distress. She began communicating and noticed that the child was speaking a language not familiar to Roxana. Thinking outside of the box, Roxana used her smartphone and voice translator to communicate with the child. This action became interesting to the young child who calmed down and began using Roxana’s smartphone to communicate. While other security officers were assisting in searching for the parent around the property, Roxana assisted the child to the marketplace where she purchased a few snacks and made the child comfortable enough to remember their last name. With this information, Roxana was able to find only one matching last name in the hotel reservation system and identify the room number. Roxana was then able to use her smartphone once again and contact the parents who were celebrating New Year's Eve at the restaurant and did not know that the child had left the room.

Roxana’s actions, smart thinking, and quick responses ensured that the family was reunited and that the rest of the night went smoothly without any further incidents. This is just one of the stories that shows Roxana’s true passion for the work.