SHANGHAI - A moving story was recently told far and wide in Suzhou City, Anhui Province. Frank Huang, Deputy Manager of Safety and Security, DoubleTree by Hilton Hotel Anhui – Suzhou, and fellow Team Members used first aid skills, developed through regular training, and deftly operated the hotel’s first aid equipment to save the life of a guest suffering sudden cardiac arrest.
At around 8:20 a.m. on April 17, a hotel guest was walking around the hotel’s western carpark and suddenly passed out. When receiving a call for help, Frank Huang and his fellow Team Members, including Front Office Manager Alex Chen, Customer Service Manager Oscar Liu and Deputy Chief Engineer Jack Li, rushed to the scene. When seeing that the guest had collapsed, had difficulty breathing and turned purple, they immediately took action. As the guest’s symptoms did not respond to their efforts, Huang resolutely performed cardiopulmonary resuscitation (CPR) after evaluating that the guest had likely suffered a suspected sudden cardiac arrest.
Meanwhile, Alex Chen dispatched someone right away to bring the automated external defibrillator (AED) always available at the hotel, and assisted Huang with defibrillation on the guest. In combination with appropriate CPR, Huang skilfully operated the AED. The guest began breathing faintly on his own, when an ambulance arrived, just over ten minutes later since the incident began. Then, with the help of Frank Huang and others, the guest was taken to Wanbei General Hospital. The guest has now fully recovered.
Hilton has consistently prioritized the health and safety of its guests and Team Members, a commitment that informs its Team Member training programs. Routine training in hospitality practices and skills in hygiene, safety and first aid proved to be the key to success in saving this guest’s life.
“The health and safety of our guests and Team Members remains Hilton’s top priority. With this in mind, routine training of our Team Members is a serious and critical endeavor,” said Qian Jin, Area President, Hilton Greater China and Mongolia. “Frank Huang’s actions have demonstrated the valuable achievements of these trainings. We are encouraged to put even more emphasis on health and safety in the future as part of helping guests feel the light and warmth of Hilton Hospitality, and providing our guests with assurance and peace of mind when they stay at any Hilton hotel.”
The hotel’s long-term commitment to training Team Members proved essential to the success of saving this guest’s life. To raise awareness and hone the skills of all Team Members, DoubleTree by Hilton Hotel Anhui – Suzhou invites the Red Cross Society each quarter to offer training on AED use and first aid knowledge, ensuring Team Members in every department master relevant skill. Each Team Member also must participate in Food Safety Annual Audit (FSAA) training and assessments every week or month and are qualified only if they earn 90 points (on a 0-100 scale). Moreover, the hotel provides training on Make IT Right (MIR) service skills every month to help Team Members continually improve, yet another iteration of the hotel taking responsibility for the hygiene and safety of its guests.
Frank Huang is one of many exceptional Team Members at DoubleTree by Hilton Hotel Anhui – Suzhou, and fulfilled his duty to serve and protect guests just as any Team Member would. Prior to joining Hilton, Huang served in the military, where he was awarded six times as he moved up the ranks, and was named an excellent soldier, squad leader and sergeant. During the COVID-19 outbreak in China, Huang remained at his post at the hotel when it proved too difficult to return home. He managed to procure high-quality disinfectant, which was used in every corner of the hotel three times a day. To address social distancing guidelines for Team Members, Huang reached out to suppliers and organized centralized delivery of daily necessaries and vegetables, which were disinfected and delivered to Team Members’ homes. On behalf of the hotel, he also donated medical supplies to local hospitals.
Hilton (NYSE: HLT) is a leading global hospitality company with a portfolio of 18 world-class brands comprising 7,000 properties and 1.1 million rooms, in 122 countries and territories. Dedicated to fulfilling its founding vision to fill the earth with the light and warmth of hospitality, Hilton has welcomed more than 3 billion guests in its more than 100-year history, earned a top spot on Fortune's 100 Best Companies to Work For list and been recognized as a global leader on the Dow Jones Sustainability Indices for five consecutive years. Hilton has introduced several industry-leading technology enhancements to improve the guest experience, including Digital Key Share, automated complimentary room upgrades and the ability to book confirmed connecting rooms. Through the award-winning guest loyalty program Hilton Honors, the 139 million members who book directly with Hilton can earn Points for hotel stays and experiences money can't buy. With the free Hilton Honors app, guests can book their stay, select their room, check in, unlock their door with a Digital Key and check out, all from their smartphone. Visit stories.hilton.com for more information, and connect with Hilton on Facebook, Twitter, LinkedIn, Instagram and YouTube.
About DoubleTree by Hilton
DoubleTree by Hilton is a fast-growing, global portfolio of more than 640 hotels with more than 145,800 rooms across 52 countries and territories. For more than 50 years, DoubleTree by Hilton has continued to be a symbol of comfort for business and leisure travelers around the world, from welcoming guests with its signature warm DoubleTree chocolate chip cookie, to serving the local community. DoubleTree by Hilton offers contemporary accommodations and amenities, including unique food and beverage experiences, state-of-the-art fitness offerings and meetings and events spaces. Experience a positive stay at DoubleTree by Hilton by booking at doubletree.com or through the industry-leading Hilton Honors app. Hilton Honors members who book directly through preferred Hilton channels have access to instant benefits. Learn more about DoubleTree by Hilton at stories.hilton.com/doubletree, and follow the brand on Facebook, Twitter and Instagram.