Michelle Quinn: making dreams come true
Michelle is living proof that people make places and recently won ISS’s highest recognition for service. In her role, operational excellence and human connection go hand-in-hand, and supporting patients and their families is at the core of everything she does.
“I joined ISS 14 years ago as a part-time evening cleaner. Now I’m overseeing all facilities and cleaning at Saint Francis Hospice Dublin. We have a lot of interactions with the patients while cleaning their rooms. I always remind my colleagues that our goal is to be the smiling faces and helping hands for everyone who walks through the doors.”
Working in a hospice means navigating some of life’s most difficult moments and dealing with challenging situations on a daily basis. But for Michelle, it’s also where she brings kindness by showing empathy and making sure people feel supported and cared for.
“We see people at their most vulnerable moments. So, everything we do – how we manage the space, how we work with staff, and how we solve challenges – must be grounded in empathy. I feel so lucky to work alongside a team that shows such compassion and empathy every single day.”
Creating moments that matter
That deep sense of care is something Michelle brings into every aspect of her job - but it reached a new level when she met a 29-year-old patient whose final wish was to marry her fiancé.
“Everything starts with being close to the people we serve. That’s when we hear what truly matters to them – and that’s the reason we succeed. When I heard her wish, I didn’t hesitate for a second. I just thought – let's make this happen.”
Organising and planning everything, Michelle created a beautiful experience for the patient and led the transformation of the hospice into a beautiful wedding venue. She worked hand in hand with the patient and her family, making sure every detail felt special - from a handmade flower arch to balloons, cakes, and delicious food. She even arranged for the bride to have her hair and nails done – ensuring she felt radiant on her big day.
“The hospice staff formed a guard of honour, and the doors were opened to create that ‘gasp’ moment – everyone was in awe as the bride came down the aisle. It was a moment of pure emotion, but my most precious and lasting memory is that she spent the whole day with a smile on her face. It reminded me of the purpose behind everything I do at my job - making a positive impact for someone by acts of service that connect people and places to make the world work better.”
Living our purpose every day
For Michelle, this wasn’t an isolated moment of compassion: “I wake up every day with a sense of responsibility – not just to ISS, but to every patient, family, nurse, and colleague who rely on us. In a hospice, the atmosphere we create is essential. It’s about more than keeping things running smoothly – it’s about shaping an environment where people feel seen, supported and uplifted.”
Michelle’s dedication reminds us that leadership, honesty, and service excellence are not just values – they are the everyday actions that shape unforgettable experiences for patients, families, and colleagues alike.
“When we listen closely, we build a service culture that goes beyond what is expected - creating moments that matter and supporting the ambitions of the customers we serve.”
