Dolly Punwasi wakes every morning eager to get her day started as Breakfast Server at the JW Marriott Marco Island Beach Resort. She arrives 30 minutes early, anxiously waiting in the parking lot before she can begin her shift, greet her team and connect with guests at Maia, the hotel’s casual coastal restaurant.

Dolly began her Marriott career at the hotel 11 years ago, helping to stock products in the coffee shop. Leaders at the hotel quickly noticed Dolly’s willingness to pitch in wherever she was needed, whether that was in banquets, beach service or in the restaurant. They also noticed her special connection with guests, even sending them postcards or small mementos from the hotel after their stay. Even when on vacation, Dolly sends notes to her teammates about serving guests she knows will be staying while she’s out. She says, “This job is about relationships.”

One relationship Dolly developed will impact her for years to come. She was serving breakfast to a mother, daughter and grandmother one morning. She struck up a conversation with the three ladies and learned that the young mother, Ashley, was battling cancer and given just weeks to live. The family wanted one last vacation together. Dolly orchestrated the rest of their stay, arranging for meals, a pool party, and even a mother-daughter spa day. She created experiences that would give this family precious moments together. Ashley passed away shortly after returning home. Dolly collected money from hotel associates and sent a donation along with a condolence card. The family invited Dolly to attend Ashley’s celebration of life service in Chicago. Dolly and her husband not only attended the service, but also helped the family with the grieving process after the service. She continues to send Ashley’s daughter letters and gifts every holiday and on her birthday.

Dolly believes that any success she has realized is because of caring and kind associates at the hotel. She considers them family and says that it is their support that allows her to take care of the guests as well as she does.