My first impression of this establishment amazed me. The idea of collecting a cluster of empty shipping containers and converting them into deluxe compact rooms was amazing. Cargo88 is a modern luxury hotel property in the outskirts of Lusaka, Zambia. (www.cargo88-hotel.com)

You’ll see a crossroad of hotel guests from many places around the world as well as those living here in Lusaka. There is one hotel staff member that stands out among his peers. Justine N. was courteous, welcoming, and willing to make my stay pleasant. I salute him for being an exemplary staff member and here’s why! One day while doing laptop/notebook work in the lobby, I asked two other employees if I could simply borrow a pencil….yes, a pencil. I was attempting to obtain one of the most undervalued writing tools known to modern man. The pencil didn’t have to be brand new; just one to borrow. Heck, I’d be happy to return it back to them. Surprisingly, the two staff members simply said “they didn’t have a pencil!” That was it…and the two walked away?
Stunned, I planned to walk to a nearby mall and purchase a set of pencils. Minutes later, Justine started his shift at the hotel. I didn’t tell him of my disappointment, so I asked if “he” had a pencil. Like the others Justine said “no” – BUT he told me that he’ll get someone to go to the mall and get me a pencil!!!! I immediately told him not to do that, yet I was impressed by his willingness to help in any way he could. After turning down the offer, I proceeded to work without the use of a pencil. Five minutes later, Justine came to me with a brand new sharpened pencil.

A hotel establishment should not only impress its guests with the look of a facility, but more importantly, the engagement effort (do what it takes) of its staff! I asked for an inexpensive writing tool – I didn’t ask for a crusted diamond (bling-bling) ink pen. You would imagine that any hotel establishment should possess a hand wooden writing tool! And yet, I was befuddled by the two staffers who raised their shoulders at me like it was an historical Egyptian mystery?
I’m not writing to boast here, but I have traveled to more than 45 countries around the world in twenty years. My engagement with Justine topped off my 10-day hotel stay experience. His smile and candor was something I expected each day I stayed at Cargo 88. If you ever stay at this hotel property, please ask for Justine!
Personally, I imagine him to be a leader or moved to a higher position that he currently has now. This idea will resonate in my head for some time with the goal of advocating for him. Hopefully, this goal of mine may give him a better career opportunity there OR another establishment that will embrace his style of customer service! This true experience to me sums it up this way: The undervalue of a pencil and a most valuable person (MVP)!
Let us go out and do some Good!



