Casino Connection Atlantic City

One-Man Welcoming Committee

For exemplary service, ring this Hilton bellman

by Dave Bontempo

Bob Whaley once dreamed of becoming a policeman. His reality was far different. The law-and-order ambition instead became a career in fun and games. Whaley is a decorated bellman at the Hilton, a 23-year veteran and one-time Employee of the Year. Fate could not have worked out better. “The joy of the job is the friendships with the customers,” says Whaley. “I’ve known some of them for over 20 years. We’ve built up camaraderie. They look for me, I take care of them. “This is the type of job in which you have to be outgoing and remember that the customers are on vacation. They want to relax. They want to play. They want to feel special.” Whaley is an unofficial host to many. Longtime customers call his cell phone to tell him they’re coming. He double-checks their reservations, goes to the room to make sure it’s ready, and greets them at the door. Sometimes he ushers them through a quick check-in. That’s before his official bellman’s duties kick in. “Even when you’re not dealing with the regulars, you’re taking care of luggage for 140-passenger junkets or buses of 40 or 50 people. You store the luggage for people whose rooms are not yet ready. There is a range of responsibilities. I’m a laborer with a suit on.” He’s also on the critical front line of customer contact for the property. The bellman and the desk staff must be outgoing, friendly and efficient. Hilton management recently rewarded Whaley’s team with a Front Service award for hospitality. He credits bell captains Carlo D’Alessandro, Ronny Duerr and Danny Kearns with a customer-service assist. “When I’m not there, they become me,” he says. “They’ll get the customers what they need, and I’ll do the same for them on their days off. We all look out for each other.” Whaley also thanks his boss, Marco Marcato, for instilling a positive work environment. He doesn’t mind sharing credit. Cooperation and networking actually vaulted him into this business. “I had a job at a garage right next to the Golden Nugget (now the Hilton), where I met some bellmen,” he says. “I liked what they said about the casinos, and they told me they were looking for somebody, so I applied. I later receive a call from a man named Carlo. “He asked if I had a brother Terry. When I said yes, he said, ‘You’re hired.’ It turned out that my brother had taught him at Gateway High School.” Over the years, Whaley has experienced the high-profile end of the business. He has hung out with members of the Sopranos cast, had a drink or two with musician Stephen Stills, and adored Frank Sinatra, who tipped generously. “With all the major executives around, (Sinatra) told them to take care of the bellman,” Whaley says. “He made it important.” From customer friendships to celebrity service, casino life has worked out for Whaley. Though he never got the badge, he did get the uniform.

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