Nashville Airport Marriott
Miss Que’s Floor
At the Nashville Airport Marriott, a loyal guest checks in and is informed that all of the suites on the 18th floor are occupied by a large group. She takes her keys, and is about to head to the 17th floor, but has one more request: “Can Miss Que please still clean my room?”
Que Nguyen, known by guests and co-workers alike as Miss Que, has been a housekeeper with the hotel for 22 years. “Everyone knows she owns the 18th floor,” says Shannon Bowles, general manager. “She treats our guests as if they were guests in her own home.”
Originally from Vietnam, Que vividly remembers her first day at Marriott – her first job in the U.S. “It was June 29, 1991, and I was so excited for training,” she says. Turns out Que has a special gift for training others herself. Since she started, she’s had a hand in mentoring almost every housekeeper hired.
“It’s my job to keep our hotel beautiful,” Que says, which can be a challenge since the 32-year old property recently went through a major renovation. And when it comes to caring for her rooms on the 18th floor, Que means business. “She’ll report a problem to our engineering team, and they know she will likely be there waiting for them in the room,” says Troy Carver, assistant general manager and Que’s nominator. “She won’t leave until everything is flawless.” But she doesn’t just make the hotel shine, she makes it a welcoming place for guests. It’s not unusual for Que to bring a bowl of soup to a guest who is feeling under the weather or tuck in a teddy bear to cheer up a child, all without being asked.
She has had a profound impact on her fellow associates as well. “She remembers everyone’s birthday and always brings in special treats like homemade eggrolls,” says Troy. “When I see Que, she always greets me with a warm smile. It’s the highlight of my day.”
Que’s kindness and generosity are also felt in the community. Patrick Yoes, president of the Fraternal Order of Police, met Que on Christmas in 2006 when he was on a business trip. He asked Que why she was working over the holiday. Que let him know that she often works holidays so that her co-workers can take off and be with their families. To this day, Patrick tells this story at his annual conference as an example of what passion is all about.
“When Patrick found out that Que was being recognized as an Award of Excellence honoree, he sent her a dozen roses,” says Troy. “She really does inspire our associates and our guests. She is part of our hotel’s fabric.”