Hilton Worldwide : Lawrence Luo

Lawrence Luo

January 05, 2017

Meet Lawrence Luo, an Assistant Concierge Manager at Hilton Chengdu in China. Lawrence has proved to be both a dedicated and reliable Team Member, who is passionate about delivering exceptional guest experiences.

When a guest recently left his iPad behind at the property containing important documents, Lawrence immediately stepped in to save the day. Knowing the guest was already on his way to Hangzhou and was only staying there for two days, Lawrence quickly realized that the iPad would unfortunately not reach the guest in time before his departure.

After learning the guest would be travelling via Beijing to San Francisco, Lawrence, being resourceful, contacted the Chief Concierge at Conrad Beijing for assistance. Working together, the two Team Members successfully coordinated with Conrad Beijing's Airport Representative to ensure the guest received his iPad while he was transiting in Beijing. Upon receiving his iPad, the guest expressed how appreciative he was of the services provided by Lawrence and other Team Members involved.

By going above and beyond to help a guest in need, Lawrence demonstrated his ability to be an expert problem solver and his commitment to providing the best guest experience possible. As a team leader, his actions also showed how teamwork can solve a problem. Thank you, Lawrence, for demonstrating Hilton values of Hospitality, Integrity, Leadership, Teamwork and Now. You are the Heart of Hilton!