Hospitality Heroes

Spotlight: Alicia Gilbert, Excalibur Hotel-Casino

“Hospitality Heroes” is a program created by the Las Vegas Convention and Visitors Authority (LVCVA), in conjunction with the U.S. Travel Association’s National Travel and Tourism Week, celebrated annually in May. The LVCVA (which produces Las Vegas Newswire) and its tourism partners honor employees who deliver superior customer service. Since the program began in 2008, nearly 600 “Hospitality Heroes” have been recognized in Southern Nevada. This series spotlights the 2019 Hospitality Hero winners.

Hero: Alicia (Alice) Gilbert

Employer: Excalibur Hotel-Casino/MGM Resorts International

Position: Sales associate

Department: Retail

Years in current position: 20

Years as a Vegas resident: 22

Originally from: The Philippines

Comments from Alice’s supervisor, Dalkis Vaz:

Excalibur Hotel-Casino Retail Sales Associate Alicia (Alice) Gilbert receives an LVCVA Hospitality Hero award from LVCVA Host Committee Chairman Oscar B. Goodman on Wednesday, Jul 3, 2019. (Mark Damon/Las Vegas News Bureau)

“Alice Gilbert, retail sales associate, may be approaching 20 years with Excalibur, but her enthusiasm for her job makes it seem like it’s her first day. She demonstrates a passion for being on the sales floor and makes sure guests feel welcome and special. In fact, when Alice encounters a guest who is celebrating a birthday, she always sings a few quick lines of “Happy Birthday” to them. It’s that type of customer service that translate to WOW moments for our guests that they will never forget.

“Alice also takes tremendous pride in the work that she does, which translates to our guests and she truly treats Souvenir Central as if it was her own store. When the director of retail checks in with her daily, he always notices how well she keeps the cooler stocked and expertly faced (items conveniently placed for customers) at all times. This is a tough task as the store sees a lot of foot traffic. A recent comment from a guest sums it up well: ‘Alice was amazing, she deserves a raise!’

“We hope that with this commendation, we can give back to Alice what she has given to so many of our guests – an unforgettable moment!”



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