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Phipps on Fire: A Chief Engineer at Hilton Garden Inn Albany Medical Center, NY, Takes Ownership In a Crisis.

There’s a good reason why his team calls Tom Phipps “the life blood that keeps our hearts pumping.”

Tom’s phone rang just as he got in the door. He was coming home from a 12-hour shift as Chief Engineer at Hilton Garden Inn Albany Medical Center, NY, when a neighbor called to tell him that the Holiday Inn Express, a sister property, was on fire.

Tom took ownership and rushed to the scene. When he realized no manager was on the property, he took a leadership role by directing firemen and comforting evacuated guests.

After another long shift, an associate called Tom to report that a hotel shuttle laden with guests struck a deer and broke down. Without hesitation, Tom hurried to the accident and took pictures of the damage while soothing frightened guests. He arranged transportation for the guests and provided them with a free breakfast the following morning.

Tom’s team says his trademark is his positive attitude, constant smile and stunning hospitality. The cancer survivor is especially talented at connecting with guests, consoling grief and lifting spirits, especially with guests from the adjacent Albany Medical Center. The engineering department was the first in Tom’s hotel to reach a 90 percent SALT score and helped keep the Hilton Garden Inn Albany Medical Center securely in the Top Ten for that region.

Thank you, Tom, for your care, leadership and ownership!

Posted on Apr 16, 2012

Topic(s): Department-Specific Recognition, Hilton Worldwide Values, Maintenance and Engineering, Recent Recognition Ideas

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