Nicholi Nembhard

Lead Supervisor
Cleveland, OH

Nicholi Nembhard joined us in March 2023 at the Hilton Columbus Downtown and made an immediate impact in both service to our guests through our online presence and to our client with positive reviews. When we won the contract for the Westin Cleveland Downtown, Nicholi immediately asked to be part of the new Cleveland Team we were building and joined as the Lead Supervisor. The Westin Cleveland Downtown was a vital location to our growth of the Cleveland area and to the growth of the Midwest Region. It was the first hospitality location in Cleveland for Propark. The Westin was also important to personal relations as the General Manager of the Westin is someone that both Rudy Touvell and myself have known collectively 25+ years. We officially assumed operations on July 1st, 2023 at 1.00pm. From Day 1, Nicholi again made an immediate impact on guest service by providing memorable experiences. The transition plan included both Propark and the outgoing valet company to share the drive utilizing two podiums. Propark would take any new arrivals and the outgoing valet company was to handle any departures. A couple was awaiting their vehicle following checking out from their room. They were in town for a close friend’s wedding and were heading to brunch for their friends. As their vehicle approached the drive, one could see that their rear window was rolled down and there were many muddy footprints on the window and roof of their vehicle. The valet from the outgoing valet company simply handed the guest their keys without even a simple “Thank you for staying with us”. The couple inquired about the footprints and window and received the response “Oh looks like the window was left down and a racoon got in your car”. No apologies, no offer to clean, no guest recovery. Valet simply left and went about his retrieval of other guests’ vehicles. Nicholi observed the couple and the interaction while assisting an arriving guest. Nicholi immediately approached the couple and offered his assistance. Nicholi gathered cleaning supplies and began cleaning the windows, roof and the interior of their vehicle. Nicholi also walked the
couple through what they should have the outgoing valet company do regarding filing a claim. Even though these guests were part of the departures the outgoing valet company was to handle, Nicholi wanted the couple to leave with a positive last impression of the Westin. Throughout the remainder of the day and opening weekend, Nicholi continued with his exemplary service. The Westin Team received 4 5-Star TripAdvisor reviews on opening day with Nicholi specifically mentioned. Since July 1st, The Westin Hotel has received 29 new TripAdvisor reviews with 22 of those reviews specifically mentioning above and beyond Valet Service with many mentioning Nicholi. This is simply a snapshot in time, but represents the servant leadership that Nicholi has brought to Propark and the Midwest Team. Nicholi brings this same passion to everything he does that is both seen and unseen. “The servantleader is servant first… It begins with the natural feeling that one wants to serve…then conscious choice brings one to aspire to lead… to make sure that other people’s highest priority needs are being served… A servant-leader focuses primarily on the growth and well-being of people.” – Robert Greenleaf ”

Nominated by: Sean Mulryan