Sometimes it takes a group effort to go the extra mile for a guest! Thanks to Jonathan Rodriguez, Assistant Front Office Manager at Four Points Times Square, for relaying this story:
I noticed a guest's distressed look, and she told me she lost her passport. I was puzzled for a good amount of time figuring out how she is going to get home. After a fifteen minute conversation with the guest I found out that she had lost it in a cab. This was the time to pull my team together and figure out how we were going to get her passport back or at least get her on her flight home. After gathering with my team we came up with two solutions: to call 311 to try to find the taxi she left it in and try to have them bring it back, or to call her airlines and find an alternative of getting her on a plane without a passport, so the research began. Louis, our bellman, contacted 311 and did his best to try to track down the cab but no luck. Ashley at the front desk contacted the airlines and asked a million and one questions about what the guest could do. We informed the guest that she had to contact the embassy or the consulate. Long story short, I contacted the embassy and inquired about the required documents needed to get the guest on her flight and you know what... We got her on her flight in time. The guest could not believe the extent of our hospitality, but we just cared about her safety and how we would feel if we were in that position. Thanks team for your assistance tonight.