“Awesome,” “very professional” and “helpful” writes one guest. Another guest credits him for helping to make their stay an amazing experience, stating “The moment I arrived, I felt so cared for and taken care of. Milton was incredible and went out of his way to ensure I had everything I needed.” A third guest notes the kind and friendly demeanor they witnessed upon arrival. “He really made checking in an event worthwhile. I felt supported and taken care of. He helped me take all my boxes to the registration area, and he is very helpful with parking.”
When pursuing online guest reviews for the Luskin Hotel and Conference Center, it’s almost impossible to not notice that one name pops up again and again.
Milton De León, a bell attendant, is often the first person guests interact with when they pull their cars into the front driveway to unload their bags before check-in. Standing outside of the hotel, De León, eagerly waits for an approaching car to park in the front drive. He approaches the person exiting the passenger side door and warmly greets them before walking to the back of vehicle to take their baggage from the trunk. He makes a little conversation, shares a quip or a joke, when appropriate, and sets the tone for their time on the property.
“Milton is the definition of a rock star, says Gorkem “Gigi” Gokmen, front office manager and De León’s supervisor. “The way he connects with the guests is so genuine, so personal. Every single interaction he has offers a personal touch.”
When De León joined UCLA in May 2023, it was his first hotel job. He says he was looking for a role that he could enjoy in the years leading into retirement and was hoping to find one that would leverage his previous experience working in sales and as a facilities assistant.
“As I got to learn more about how the hotel operates, I became very fond of working the front drive because you deal directly with the guests coming in, said De León. “Since I always felt I had good customer service skills, I felt this role was perfect for me.”
De León brings his best each day and says that his success in this role – and the feedback he receives from guests – is rooted in one key principle.
“I think it boils down to the fact that I enjoy what I do, plain and simple,” he says. “I interact with them to make them feel welcome – more than welcomed – and, so far, it’s working out.”
Gokmen says that De León adds an inspiring level of positivity to her team and she shares all the positive feedback Milton receives with him right away. “He takes a huge pride in what he does, he goes above and beyond... Hospitality needs more Miltons.”
