Pamela McClain, J. Willard Marriott Award of Excellence

Pamela McClain
Accounting/Human Resources Manager
The Raphael Hotel, Autograph Collection
Kansas City, Missouri

After 43 years on the job, Pamela McClain is a historian, ambassador, trainer and cheerleader at The Raphael Hotel, Autograph Collection in Kansas City, Missouri. Since The Raphael opened in 1975, Pamela has gone above and beyond the responsibilities of whichever role she has assumed.

For the last eight years she has served as HR manager, choosing to arrive by 6 a.m. each morning to get a jump on her responsibilities. Director of Sales Patrick Joyce says, “Because she gets to work so early, she is a liaison with our third-shift employees—traditionally an underrepresented staff. She gives them a voice and keeps them engaged.”

As a native of Kansas City, Pamela is passionate about sharing all the best her city has to offer to guests and associates alike. She has created a small book and presentation about the history of the hotel and its role in the city. When she leads each new hire orientation, Pamela uses that as an opportunity not only to get to know her new associates, but also to share how each associate can “sell the city.” She says, “If I can plant a seed in one associate about how great this city is and our hotel here, they’ll do the same for our guests!”

Many associates consider her a mentor and come to her for help because of her role in new hire orientations. Several years ago, Pamela learned a guest service agent was pregnant but had no family in the U.S. because she had emigrated from Zambia. Without hesitation, Pamela stepped in to support the associate during her pregnancy and even coached the mother through the baby’s birth!

Although her current role is associate-facing, she is one of the most featured associates on Guest Satisfaction Surveys and social media feedback. The positive reviews mention her exceptional service, her thorough knowledge of the hotel and city, and her willingness to provide support however needed, leading to return business, strong customer retention and guest loyalty.