GALLUP, N.M. – The best hospitality stories often begin with an ordinary interaction that turns into something unforgettable.

Recently, internationally recognized market strategist Vickie Sullivan returned to Hilton Garden Inn Gallup and shared a story with bartender Desiree Perez that came as a surprise. During a previous stay at the hotel nearly three years ago, Vickie had watched Desiree calmly and confidently manage a busy bar following a wedding reception. That experience left such a lasting impression that it inspired Vickie to write her article, “What a Bartender Taught Me About Marketing Intangible Services.”

In the article, Vickie reflects on how exceptional service often reveals itself when people are at their busiest—a lesson inspired by watching Desiree in action.

For those who know Desiree, the story comes as no surprise.

Since joining Hilton Garden Inn Gallup in March 2023, Desiree has become known for her professionalism, positive attitude, and genuine commitment to every guest who walks through the door. Whether serving guests during a quiet evening or managing a packed bar after a special event, she approaches every shift with pride, composure, and a passion for hospitality. Just as importantly, she is a dependable teammate who is always willing to support those around her.

As Desiree shares:

“I am honored to work at the Hilton Garden Inn. It’s been a pleasure meeting so many wonderful guests. I love my job. I love coming to work and helping our business prosper by giving our guests the best customer service. Without every person on our team, things wouldn’t run as smoothly as they do. There is no ‘I’ in TEAM.”

We believe the people behind our hotels are what truly set us apart. Desiree’s story is a reminder that the care, professionalism, and pride our team members bring to work each day can make a lasting impression—sometimes in ways we never expect.

This story is a wonderful reminder that the everyday work our team members do can leave a lasting impression. We’re proud of Desiree and thankful to Vickie Sullivan for sharing the experience that brought this story full circle.

Congratulations, Desiree, and thank you for representing Hilton Garden Inn Gallup and Total Management Systems with excellence every day.

Read Vickie Sullivan’s article: What A Bartender Taught Me About Marketing Intangible Services

For more information about our hotel portfolio and this article, contact Joesolie@tmsnm.com.