Catch Me at My Best is Hilton’s longest running and most beloved recognition program. What makes it truly special is that it’s the only program that invites guests and fellow Team Members to spotlight the outstanding moments that bring Hilton’s hospitality to life. From heartfelt gestures to going the extra mile, these “catches” showcase how our Team Members deliver on our Customer Promise—making it right for every guest, at every hotel, on every stay.
One hotel that consistently leads the way is Hilton Dubai Palm Jumeirah, known for receiving a record number of catches year after year. What’s their secret? A passionate team that goes above and beyond to make every guest feel special. In this spotlight, we asked hotel leaders what drives their culture of recognition, the power of connection, and the Team Members who turn everyday moments into extraordinary memories.
What do you love most about welcoming guests to your hotel?
“The opportunity to create a memorable first impression sets the tone for a guest's entire stay. There is something gratifying about seeing a smile form as soon as someone walks through our doors and feels genuinely welcomed.”
How do you encourage a culture of recognition among your Team Members?
“We make recognition a daily habit by celebrating big wins and small gestures that reflect our values. Whether through monthly team huddles, daily department briefings, or our internal recognition platforms, we ensure that appreciation is visible, timely, and meaningful.”
Can you share a moment when a Team Member’s actions truly surprised or inspired you?
“Komal is not just an exceptional Team Member in our In-Room Dining department; she embodies heartfelt service and genuine hospitality. Her daily actions speak volumes about her passion for delivering service and unforgettable guest experiences. One moment that stands out as a shining example of her dedication occurred when a weary guest arrived after a long-haul flight. The guest had specific dietary needs and requested a customized meal that wasn’t readily available on our menu. Most would have explained the limitation, but not Komal. With empathy and initiative, she sprang into action. She collaborated with the kitchen team to craft suitable alternatives. She maintained clear, compassionate communication throughout, making them feel cared for.
”Our Team Members go beyond service—they create emotional connections. Whether remembering repeated guest preferences or offering thoughtful local recommendations, they make each stay feel personalized and heartfelt.”
Even amid the busy rush hour, Komal followed through with remarkable focus, ensuring the dish was ready promptly. She didn’t stop there; she delivered the meal with a handwritten welcome note that added a beautiful, personal touch. The experience deeply moved the guest. In their review, they highlighted Komal’s warmth, attentiveness, and kindness, praising her for turning a simple meal into a memorable moment of comfort and connection. She is not just meeting expectations—she is redefining them, one guest at a time.”
“Catch Me at My Best” is all about recognizing Team Members who make stays extraordinary. How do they make the stay truly unforgettable?
“Our Team Members go beyond service—they create emotional connections. Whether remembering repeated guest preferences or offering thoughtful local recommendations, they make each stay feel personalized and heartfelt."
What’s your favorite Catch that a guest has submitted?
“Our Guest Amirah Akalifa shared an incredible story of our Team Member Enock Makumbi, who helped her and her family to manage 16 bags during the night shift, where we usually operate with a minimum Team Members on duty. Our guest recognized Enock’s dedication and calm under pressure well.”
What do Team Members at Hilton do differently that sticks with guests after they leave?
“Hilton Team Members lead with empathy and authenticity, which leaves a lasting impression. Guests often tell us they felt genuinely cared for—not just served—and that emotional connection is what brings them back.”
