Hilton Worldwide : Charles Arquiza

Charles Arquiza

May 21, 2018

Charles Arquiza‍ has been with The Madison, which recently became a Hilton hotel, since 1983. Charlie's unique role as Engineer in preventative maintenance frequently puts him in public Guest areas where he has the opportunity to provide exceptional hospitality to all visitors. While he is known around the hotel as the man who can fix almost anything, he is also happy to go above and beyond his duties to assist Guests by brining extra towels, toiletries, sugar for coffee or anything else a guest may request.

Living the HILTON values, Charlie relies on his ingenuity and technical skills to get almost any engineering job done. If something needs to be repaired, Charlie takes the initiative and goes for it.

One time, when the wheel detached from a Guest's suitcase, Charlie figured out a way to attach it again and secure it so that the Guest could comfortably continue their trip. Another time, when a Guest's son received a scooter as a gift, Charlie happily put it together for the boy to enjoy right away.

One time, Charlie received word that a guest was visually impaired and needed help dialing out from his room. Charlie took action and changed the phone type to a cordless phone, showed the guest how to use it and provided an additional one for the guest to use during his stay. The guest was so appreciative that he honored Charlie with a musical concert ticket.

Charlie also has very closer relationships with Team Members at The Madison Washington DC. Recently, a Team Member's toilet was clogged and leaked to the floor below. Not knowing what to do, Charlie stepped into action, draining one of the pipes and saving the day and preventing additional damage.

These gestures of genuine hospitality create heartfelt experiences for Guests and have earned Charlie recognition and respect among his fellow Team Members.

'Charlie is committed to service,' said Juan Manrique, Chief Engineer, The Madison. 'He is always looking for ways to delight our guests and provide assistance to our Team Members when needed. He is experienced and professional, setting and accomplishing goals from simple guestroom calls to big projects.'

Thank you, Charlie for your role in making Hilton the most hospitable company in the world.