What started as a part-time job turned into a rescue from the recession for Tyrone Jackson, recipient of the 2012 ROSE Award in the “Guest Service: Bell Attendant” category.
The “Recognition Of Service Excellence” program is presented each year by the North Florida Hotel & Lodging Association to salute the region’s front-line hospitality industry workers.
Jackson began working as a bellman at the Adam’s Mark Hotel after watching the riverfront structure being built from the ground up.
He monitored the progress every day as he went to work as a draftsman in the City’s engineering department.
By the time the hotel opened for business in 2001, Jackson’s family was growing and he had taken out a mortgage, so he decided to take a part-time job as a bellman.
He’s one of several people who made the transition when Hyatt took over the property in 2005.
“I thought it would be a good way to make some extra money. I could work nights or weekends and have a flexible schedule,” Jackson said.
Last September, after 18 years with the City, Jackson was laid off when his department was downsized.
Five minutes later, he called his Hyatt supervisor, explained the situation and almost immediately went to work full time.
“He told his boss before he told his wife and we were here for him,” said Mirjana Grbic, Hyatt guest services manager.
“For most people, finding out you just lost your job is a disaster. The Hyatt is a blessing,” said Jackson.
The bellman is the hotel’s “lobby ambassador,” said Jackson. After a guest checks in, he escorts the guest to the room while explaining the hotel’s amenities and local dining, entertainment and shopping options.
“We have to be knowledgeable about the city and make sure our guests are pleased. Everybody who stays here gets the royal treatment,” Jackson said.
“Our bellmen need to know the concierge side of the business. Tyrone is one of the best,” said Grbic.
Jackson learned when he abruptly left his job with the City that life can change in a moment, but he said he also knows what wouldn’t change if he returns to his professional career.
“Even if I was offered a job with the biggest engineering firm in the world, I’d still work here at the Hyatt,” he said.
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