Minneapolis Housekeeper Wins Hospitality Award

When our heartstrings are tugged, we have to share it. This time, it’s because The Grand Hotel in Minneapolis came into the spotlight in a very special way. It involves a caring housekeeper, a visiting family and an especially adventuresome teddy bear.

Director of Housekeeping Martha Ortiz has a grand time with "Bear"

Martha Ortiz, Director of Housekeeping at the hotel, was asked to help a family find their little girl’s lost teddy bear named “Bear.” The steps Martha took to do it earned her the Hospitality Hero Award from Meet Minneapolis, the city’s tourism bureau.

After searching the guest room, Martha found Bear. But it didn’t end there. The family was out exploring the city, so Bear decided to have a little fun of his own. Martha took Bear around the hotel, where photos were taken of his assisting many departments. Bear made keys for guests at the Front Desk, rode the elevator with the chief engineer, and assisted Housekeeping in cleaning rooms.

Before the family returned, Bear was perched on the guest room table next to a martini glass full of jellybeans. He had even found a new friend! The hotel had purchased a new teddy bear that was also waiting for the little girl.

The family was thrilled with Martha’s caring and playful attention. And Bear … well, he had an awful lot of fun, in the process. Check out the pictures below to see more of his journey!

Have your own heartwarming adventure at The Grand Hotel, 612 Second Avenue South, Minneapolis (612-288-8888 or

"Bear" and his friend get fitted for Kimpton robes!

"Bear" assists with check-in at the Front Desk.

"Bear" takes a ride on the service elevator.

"Bear" and his new friend land back at their guestroom.

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