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www.whihotels.com
2012
Contents
Vol. 28, No. 3
P. 2
Awards
P. 3
Promotions
P. 4-5 A Disciplined Approach
P. 5
Payroll Spotlight
P. 6-7 Family Affair
P. 8
Community Involvement
Focus is published for the associates at our properties
who continually strive to exceed our customers’ expectations.
Thanks for your efforts and commitment.
Marriott awards
abound
The Marriott Global Full Service
General Managers Conference
took place March 27-29, 2012,
in Los Angeles. The following WHI
hotels and general managers
were recognized:
s Michael Trosin,
GM, Marriott Hartford/
Windsor Airport, Conn.
Global Mustang Award
s David Smith,
GM, Marriott CincinnatiAirport, Hebron, Ky.
Leadership Excellence Award
s Renaissance Hotel
Indianapolis-North
Food & Beverage Excellence
Award
s Marriott Birmingham, Ala.
Service Leadership Award
s Marriott Cincinnati-North
Service Leadership Award
s Marriott Cincinnati-Northeast
Service Leadership Award
s Marriott Pittsburgh-North
Service Leadership Award
WHI MISSION STATEMENT -
A DISCIPLINED APPROACH
IS KEY TO SUCCESS
Mission Statement
Miss
One might ask, “How do 30 hotels – under different brand
umbrellas, located across the United States, with different
management teams – steadily produce award-worthy results?” The
simple answer: execute on the basics with consistency, clarity and
follow through.
Priorities
CUSTOMER SATISFACTION
WHI hotels are among the best in the business. Harnessing
nearly 55 years of industry expertise, WHI’s experienced leadership
team has developed systems, best practices and an unwavering
commitment to customer service, associate satisfaction and
financial accountability that are adhered to throughout the entire
organization. Passed down for generations, this WHI family recipe
remains a constant, no matter the competitive landscape or
economic climate.
HUMAN RESOURCES
PRODUCT QUALITY
Kent Bruggeman, senior vice president of operations and HR,
reveals that a disciplined approach to Mission Statement execution
is what differentiates WHI from its competition. “Consistent
emphasis on – and execution of – the five priorities lets associates
know what’s expected of them. Put simply, the WHI Mission
Statement is our cultural fabric. It’s not new and trendy; it’s not ‘up
for grabs’ – by which I mean subject to interpretation. Finally, and
most importantly, it’s non-negotiable.
“The Mission Statement priorities provide a decision tree that
guides us in how we conduct business every day,” Bruggeman adds.
Regional vice president Greg Horeth states that hotels in his region
reinforce the WHI Mission Statement priorities with a steadfast
approach. “We define expectations, reinforce them, simplify our
processes and provide detailed instruction on how to execute on the
basics; we make it a point to over-communicate,” he explains.
Horeth’s management teams note that the measurement tools
are evaluated and emphasized at every opportunity, including in
staff meetings. He adds, “Hotel GMs diligently use the systems and
standards to guide the team and develop detailed action plans so
that improvement is an everyday goal.”
Some additional keys to success shared by hotel GMs include:
Hotel goes platinum
PROFIT
GROWTH
developing a team of problem solvers; having one-on-one associate
interviews in which managers only listen and take notes; and
developing an associate-based “GSS Task Force” to align all
departments in the quest for superior GSS execution.
Brian Perkins, regional vice president, echoes the need for
consistency when utilizing the tools against which we measure our
delivery of the five WHI Mission Statement priorities. “We have such
tremendous checks and balances in place with Quality Assurance,
METS, Life-Safety and the brand-driven satisfaction evaluations … the
difference-maker for us is our ability to keep them at the forefront and
make them a priority for every WHI associate,” Perkins notes.
Read more about how individual hotels execute on the basics with
consistency, clarity and follow through on Pages 4 & 5.
FAMILY AFFAIR
A number of WHI employees work
alongside members of their own
families within the same property.
On Pages 6 & 7, associates share
what it is like working with family
within the WHI family!
Quality Suites San Luis Obispo, Calif., has
been named a 2012 Choice Hotels Platinum
Award winner. This award is given to properties
that rank in the Top 3 percent of Choice Hotels
as a result of franchise inspection scores, customer
comment scores and financial results.
AWARDS t AWARDS t AWARDS t AWARDS
ROSE Award winners
Andrea Dierker, dining room server at
Doubletree Guest Suites
Cincinnati, was one of
two 2011 ROSE Award
recipients to receive the
Jim Knippenberg Award
during the 19th annual
ROSE Awards, hosted by
the Greater Cincinnati
Tourism Council. Dierker
was recognized for her
outstanding service and
the numerous guest
comments she received
in 2011.
Joe White
Jennifer Porter
David Lanterman
Ron Antonucci
GM, Marriott Birmingham, Ala.
GM, Marriott Cincinnati-North
GM, Marriott Cincinnati-Northeast
GM, Marriott Pittsburgh-North
Service Leadership Awards
Andrea Dierker
ROSE Award winner
Connie West, a.m. River City
Grille server at Marriott
Cincinnati-Northeast, is a
long-term and well-loved
associate. West is very
spiritual and always has
an inspiration of the day,
which she shares with the
serving department and
many guests. Some guests
request West just to hear
the inspiration. West is an
ambassador for the hotel,
Connie West
making the day better for
those with whom she comes in contact.
ROSE Award recognition
Becky Clark, a.m. restaurant server at Marriott
Cincinnati-North, and Susi
Kelch, a.m. concierge, were
nominated for the Greater
Cincinnati Tourism Council
Rose Awards. Kelch was
named a Rose Award finalist
at this year’s ceremony.
Marriott Birmingham, Ala., Marriott Cincinnati-North, Marriott Cincinnati-Northeast and Marriott PittsburghNorth were awarded the Service Leadership Award at the Marriott Global Full Service General Managers Conference
in March. This award is a combined service award based on the GSS scores for all service categories.
“Four WHI hotels winning this esteemed award is a testament to our unwavering commitment to the Marriott
brand,” says Kent Bruggeman, senior vice president of operations and HR.
HR with a heart
Up-and-coming artist
Michael Bosch, HR manager at Marriott ClevelandEast, was recently presented with the EL Barrio
AMISTAD Award. The hotel
is a partner of El Barrio, a
placement agency for refugees, many of whom are
alone in this county without a network of friends
and family. Bosch was
awarded the honor when
he assisted his referral
Michael Bosch
from El Barrio who fell ill
from acute kidney disease.
Ingrid Angel, director of El Barrio, says: “This award
was created for those representatives of the corporate
community who go above and beyond the call of duty.
HR professionals are expected to look out for a variety of
hiring sources, hire good candidates and, hopefully, retain
them. When they demonstrate that they understand they
are working with individuals who need an opportunity –
people who have limitations – they prove that corporate
does have a heart.”
Ohio University Inn
& Conference Center,
Athens, Ohio, room
attendant Tracy Snyder
was recognized as a
regional artist at an
annual art exhibit at the
Kennedy Art Museum in
Athens. The museum is
an integral part of the
educational, research and
public service missions of
Ohio University. Snyder
presented a linoleum
print in the “Butterflies
in Our Midst” exhibit.
Becky Clark & Susi Kelch
Superior satisfaction
Industry star
Holiday Inn CincinnatiAirport, Erlanger, Ky., has
qualified for the Guest
Relations Top Third Free
Award/Incentive for the
16th consecutive quarter. To meet this incentive threshold, the hotel
needed a guest relations
index score of .1900 or
less, which equates to one
quality/service complaint
per 5,287 rooms occupied.
“I credit our associates for
Awilda Putthoff
this success,” shares HR
manager Awilda Putthoff.
“It’s their dedication to handling each guest opportunity with the utmost urgency and care that continues to
qualify us for this award.”
Jordan Beck, banquet
server at Renaissance Hotel
Indianapolis-North, has been
named an Indiana Hotel &
Lodging Association Star of
the Industry award winner. Beck has been with
Renaissance Indianapolis
for three years. He works
every banquet position,
including filling in as the
banquet captain in the
absence of managers. Beck
Jordan Beck
also assists in the restaurant,
Grille 39 and Club Lounge.
GM Paul O’Connor shares, “Jordan has been invaluable
and irreplaceable, not only in the banquet department,
but in the hotel.”
Top workplaces
Best Place to Work
Marriott Austin-North at Round Rock, Texas, was
named a winner of the Austin Business Journal’s “Best
Places to Work 2012” award. These awards recognized
Central Texas companies with the best climate, team
atmosphere, benefits and engaged employees. Marriott
Austin-North was one of 20 companies honored in the
medium-sized company category.
Superior service awarded
David Smith, GM at
Marriott Cincinnati-Airport,
Hebron, Ky., received the
Leadership
Excellence
Award at the 2012 Full Service
General Managers Conference.
The award is given to general
managers who have demonstrated exemplary leadership
and have made and influenced
decisions that protect and perpetuate Marriott’s “spirit to
serve” culture.
WHI Focus
Summer 2012
Lights out, leadership shines
Michael Trosin, GM at
Marriott Hartford/Windsor
Airport, Conn., won the
Global Mustang Award at
the Marriott Global Full
Service General Managers
Conference. The Global
Mustang Award recognizes
GMs who demonstrated
extraordinary leadership,
creativity and innovation
while overcoming adversity.
In October 2011, New
England was hit by a
Michael Trosin
storm that knocked out
power throughout much of
the region. The hotel lost power on a Saturday evening,
while it was enjoying 100 percent occupancy and a strong
banquet business. The hotel was without power for
the next five days. Trosin and the team reached out to
incoming guests to inform them of the situation and set
up an emergency phone answering system to ensure all
incoming calls were answered. Trosin also ensured that
associates in need of assistance received it, as more than
80 percent of the hotel’s associates were without power
at their homes. Trosin stayed at the hotel throughout
the crisis to ensure all guest and associate issues were
resolved.
Customers really matter
The guest services team at Embassy Suites Lexington,
Ky., was among five finalists of the Embassy brand for
CRM (Customers Really Matter) based on SALT scores.
Food & Beverage Excellence Award
David Smith
2
Renaissance Hotel IndianapolisNorth has been recognized in the
Indianapolis Star’s annual “Top
Workplace” segment. The hotel
ranked 32nd out of the Top 35 companies in Indianapolis and also ranked
second for answers to the survey
statement “My manager gives me an
opportunity to learn and grow.”
GM Paul O’Connor says: “I’m very
proud that we were ranked among
the Top Workplaces in Indianapolis. With the Mission
Statement and Q12 as a foundation, this award proves that
after we talk the talk, we walk the walk.”
Tracy Snyder
Renaissance Hotel Indianapolis-North received
its second Food & Beverage Award from Marriott
International at the General Managers Conference.
“I am so proud of our entire food and beverage
team,” says GM Paul O’Connor. “Executive chef Phil
Kromer and banquet manager Chris Snyder have
been with us since opening and are the absolute best
we could ask for. Our GSS and ESS scores remain
consistently high and our staff turnover is low. New
Grille 39 managers Karen Darnaby and Taylor Felton
are excellent additions to our team, and I know they
will help us win a consecutive award for 2012.”
From left: Taylor Felton, Chris Snyder,
Phil Kromer and Paul O’Connor
GM & AGM ANNOUNCEMENTS
Nick Moschetti
Kirk Anderson
Dustin Kovats
Nick Moschetti has been named general manager at Marriott Columbus-Northwest,
Ohio. He joined WHI in 2010 after spending six years with Hyatt hotels. As AGM at Marriott
Hartford/Windsor Airport, Conn., Moschetti contributed to the hotel’s ESS improvement from
No. 190 to No. 1 in the brand. He also played a role in the improvements in GSS and an increase
in overall revenue and EBITDA.
Moschetti graduated with a degree in culinary arts from the Art Institute of Colorado.
Kirk Anderson has been named assistant general manager at Marriott Hartford/Windsor
Airport, Conn. Anderson joined WHI in 2011 as AGM at Marriott Chicago-Northwest, following four years of food and beverage service at Fairmont and Sheraton. During his time in Chicago,
Anderson helped improve the hotel’s ESS score from No. 195 to No. 6. The hotel also achieved a
4.7 Q12 score and a 92 on the Marriott QA.
Anderson is a graduate of Purdue University, where he majored in hospitality tourism management and minored in organizational leadership supervision.
Dustin Kovats has been promoted to assistant general manager at Marriott Chicago-
Chris Reger
Kim Wright
Northwest. Kovats joined the WHI team in 2011 as a management trainee at Marriott PittsburghNorth following graduation from the University of Massachusetts. Kovats worked as a full-time
supervisor at a Hilton Garden Inn while in college, maintaining a 3.93 GPA.
Marriott at Renaissance Park, Spartanburg, S.C., has named Chris Reger assistant
general manager. Reger joined WHI in 2008 after serving at Hyatt. Since 2010, he was the
assistant general manager at Marriott Cincinnati-North.
During Reger’s tenure at Marriott Cincinnati-North, the hotel was named Hotel of the Year in
2010. He earned a degree in hotel restaurant management from Erie Community College.
Kim Wright has been named assistant general manager at Marriott Cincinnati-North.
Wright joins the WHI family after years of service in the restaurant industry, including three years
with Ruth’s Chris Steakhouse. She recently completed her training at Marriott CincinnatiNortheast.
Wright graduated from High Point University in North Carolina where she was a scholarship
volleyball player.
PROMOTIONS FROM WITHIN
FRONT DESK
Kristina Warman has been promoted to p.m. guest
service supervisor at Marriott Cincinnati-Airport, Hebron,
Ky. Since joining the Marriott team in 2008, Warman has
been an integral part of the hotel’s success and has been
named Associate of the Month several times throughout
her tenure. A previous GSR, she obtained a degree from
Northern Kentucky University in 2011.
Sara Boyle has been promoted to a.m. guest service
supervisor at Marriott Dallas/Fort Worth Airport-South
after serving with the front desk team since July 2011. As
a GSR, Boyle proved top-notch leadership and customer
service skills.
“Since her promotion, Sara has worked tirelessly
to improve guest and associate satisfaction with great
results,” states Raluca Leibowitz, HR manager.
Mary Jaworski has advanced to guest service supervisor
at Marriott Cleveland-East. In her previous position as
GSR, Jaworski was instrumental in helping the hotel
improve its overall GSS scores to the Top 10 percent
of the Marriott brand. She earned a degree in business
management from Kent State University.
According to AGM Clint Deaton, “Mary exemplifies what
it takes to be a natural leader through training, problem
solving and leading by example.”
Mika Carpenter has advanced to bookkeeper at Marriott
at Renaissance Park, Spartanburg, S.C. Advancing from
Kristina Warman
Sara Boyle
her former position as GSR, Carpenter has been part of the
WHI family since 2009.
BANQUETS
Byron Dorer has advanced to assistant banquet manager
at Radisson Hotel Lansing, Mich. A graduate of Michigan
State University, Dorer has worn many hats in his eight
years with WHI, including security, valet and, most
recently, banquet server.
Hired in 2011 as an assistant pool deck operations
manager, Tom Majer has advanced to banquet manager
at Marriott Suites on Sand Key, Clearwater Beach, Fla.
Majer holds a degree in Food & Nutrition from Kent State
University.
FOOD AND BEVERAGE
Radisson Hotel Lansing, Mich., has named Will Watson
p.m. restaurant supervisor. Watson started with the hotel as
a server in August 2011. Prior to joining WHI, he managed
a full-service hotel restaurant in the Chicago suburbs.
Former p.m. cook Cassandra Carr has been promoted to
kitchen supervisor at Holiday Inn Cincinnati-Riverfront,
Covington, Ky. Carr was part of the opening team at
Residence Inn Cincinnati-Downtown before transferring
to Holiday Inn Riverfront. At Residence Inn, she was
instrumental in handling the additional volume of business
by transitioning from the evening buffet attendant to a cook.
Mary Jaworski
Mika Carpenter
Byron Dorer
Larry Mosier takes over as a.m. dining room supervisor
at Marriott Cincinnati-Airport, Hebron, Ky., after serving
as a vital part of the a.m. dining room staff for the past
year. A past Associate of the Month recipient, Mosier has
contributed to a wide array of food service positions and
recently completed course work at the Culinary Institute
at Cincinnati State. He earned a degree from The Defiance
College.
Dani Greene has been promoted to restaurant supervisor
from assistant executive housekeeper at Marriott ClevelandEast. In 2011, Greene demonstrated her leadership abilities by
playing a role in the dramatic increase of GSS housekeeping
scores after a new room cleanliness and scoring process was
implemented. She earned a degree in hotel and restaurant
management from Mercyhurst College in Erie, Pa.
Kasamanda Simmons is the new a.m. restaurant supervisor at Marriott at Renaissance Park, Spartanburg, S.C.
Simmons takes on her new role after serving as p.m. restaurant supervisor at Marriott Cleveland-East.
Michael Bosch, HR manager at Marriott Cleveland-East,
shares, “Kas has an outgoing personality and fits well within
WHI and the hospitality industry.”
SALES
Marriott Cincinnati-Airport, Hebron, Ky., names
Eric Beck sales and catering manager. Beck proved to
be a consistent and results-oriented team member as
a.m. dining room supervisor before making his recent
transition.
“I look forward to him making a very positive impact to
our award-winning sales and catering team,” GM David
Smith states.
Jillian Harrison has been promoted to sales account
manager at Renaissance Hotel Indianapolis-North. A former
banquet setup and sales coordinator, Harrison joined the
hotel in 2010 after earning a hospitality and tourism degree
from Purdue University.
“I’m very proud of Jill and her ability to grow successfully
into each new role,” states GM Paul O’Connor. “Without a
doubt, great things are going to come from Jill in the future.”
CULINARY
Tom Majer
Will Watson
Cassandra Carr
Larry Mosier
Dani Greene
Tim Conklin has been promoted to sous-chef at Marriott
Cincinnati-North. After working for two years as a line cook
at Doubletree Guest Suites Cincinnati and completing
his culinary arts degree from Cincinnati State, Conklin
has emerged as a leader in the hotel. His dedication to
increasing the consistency of food quality and making a
positive impact with guests and fellow associates solidifies
Conklin’s advancement.
Justin Kim has been named sous-chef at Marriott
Austin-North at Round Rock, Texas. A former line cook,
Kim has been a vital member of the culinary team,
recently assisting in a major transition period at the hotel
when the property did not have an executive chef. He
assumed additional responsibilities to help the concierge
team earn a No. 9 ranking in food quality.
Kasamanda Simmons
Eric Beck
Jillian Harrison
Tim Conklin
Justin Kim
Summer 2012
WHI Focus
3
A DISCIPLINED APPROACH
Right decisions,
right reasons
Guests benefit from WHI
steadfastness
GM Alex Blust of Holiday
Inn & Suites CincinnatiEastgate recalls several
opportunities during the
economic downturn when
the hotel could have cut
additional labor, positions or
supplies just to save money.
“But our goal is to execute
the Mission Statement, not find band-aid solutions,”
Blust explains. “So even during hard economic times,
we remained steadfast to the Mission Statement, ensuring that all decisions were made in the long-term best
interests of the hotel.” Due to this mindset, the hotel
ensured that guests remained satisfied and that associates had the tools needed to complete their jobs. “WHI is
about making the right decisions for the right reasons,”
he concludes.
Jacque Newton, bookkeeper at Ohio University
Inn & Conference Center,
Athens, Ohio, is keenly aware
of the positive impact that
allegiance to WHI priorities
can have. “As bookkeeper,
it is imperative that I live
up to the Mission Statement
by strictly following the QA
standards that WHI sets,” she explains. Guests appreciate
the time and effort the hotel makes to ensure their billing is accurate, credit cards are secure and account information is complete and up to date. “These standards help
us prevent guest issues before they happen and gain the
trust and respect of our guests, and that leads to repeat
business,” Newton adds. Ultimately, this has a direct
impact on profit due to less errors and concessions – not
to mention a positive relationship with the community.
Time for reflection
Ohio University Inn &
Conference Center, Athens,
Ohio, p.m. guest service
supervisor Leigh Rathje
regularly reads the hotel’s
GSS scores and guest comments, which reflect on how
the associates exemplify
the Mission Statement and
pledge card every day. She
shares: “Our guests are always complimenting the front
desk staff on how genuine we are and how we make
every guest feel important. Guest satisfaction is our
main priority, and it shows we care when we read our
scores. My commitment to the priorities has helped
me successfully manage the front desk by living by our
pledge card daily.”
A goal of every department
Keeping hotel and WHI
goals in mind are of the utmost
importance at Doubletree Hotel
Dearborn, Mich. Executive
housekeeper Leticia Smith
says: “The WHI priorities
really help keep my department organized. The inspection forms are like a road
map, and if you follow them, you will have a well-run
department. I have worked with other management companies, and the WHI priorities and Mission Statement
definitely give supervisors an edge.”
Randy Garver, executive
chef, uses these priorities
when planning his monthly
meeting agenda. “We cover
all bases following the
Mission Statement and create awareness for our associates,” he explains.
Priority allegiance equals
quality service
Marriott Columbus-Airport,
Ohio, assistant executive housekeeper Theresa Williams
understands that priorities are set to ensure success, so adherence to
priorities helps associates be successful. “With
regular meetings to communicate news and celebrate accomplishments,
my department prides itself on keeping the Mission
Statement top of mind daily,” Williams shares.
Managers aim to improve
Laura Vogel, F&B supervisor at Marriott ChicagoNorthwest, notes that Q12
is an excellent tool to help
managers improve their performance. Vogel explains:
“As managers and supervisors, we take a very steadfast
approach to the HR priority of the Mission Statement,
which is why Q12 is so important. Learning from Q12
enables us to execute on HR better and better each year.”
They’ve got it down
Across all roles at Marriott
Columbus-Northwest, Ohio,
allegiance to the WHI Mission
Statement is priority No. 1.
Associates define what a steadfast approach means to them:
Rob Payne, executive chef:
“We live by the WHI Mission
Statement, discuss the daily
From left: Stacy Hundt,
basics and our top prioriRob Payne and
ties in our daily huddles and Shannon Staley-Theriault
focus on improving the Big 6.
Consistency of these basic fundamentals is the key to our
overall success.”
Stacy Hundt, executive housekeeper: “Our approach is
firm, fair and consistent in Mission Statement execution
every day.”
Shannon Staley-Theriault, banquet manager: “We focus
on the five priorities of the WHI Mission Statement every
day and are consistent in all interactions with guests and
associates.”
Foundation of expectations
Stephen Burke, banquet
manager at Ohio University
Inn & Conference Center,
Athens, Ohio, says it simply:
“Adherence to, and steadfast
execution of, the five priorities of the WHI Mission
Statement have helped
ensure my department is
consistently successful in
day-to-day operations.”
Being consistent …
yet still having fun
Brittany Rogers, suitekeeper at Homewood Suites
Dayton/Fairborn, Ohio, successfully demonstrated the
Customer Satisfaction priority of the WHI Mission
Statement when cleaning the rooms where young boys
were staying while participating in a drum line competition. Rogers noticed that one of the boys had made a bed
in the closet. She left a note explaining that he could
use the pull-out sofa, and then made his closet-bed and
4
WHI Focus
Summer 2012
placed a mint on the pillow. “I always keep the
Customer Satisfaction
priority top-of-mind and
execute on this pillar
consistently. I found this
to be a unique way to
do so in a fun manner,”
Rogers says.
The next day, she was
surprised to see that the boys had arranged a fun
scavenger hunt for her that spanned across six rooms.
Throughout the morning, Rogers found gift cards,
money and all kinds of assorted gifts.
Starting on the right foot
Leaders of all departments at Residence Inn
Cincinnati-Downtown understand the importance
of aligning to the Mission Statement, especially as a
fairly new hotel. Associates across multiple departments share their secrets to success:
Lydia Van Harlingen,
front desk supervisor:
“The Product Quality of
the beautiful brand new
Residence Inn cannot be
surpassed. I approach the
execution of this priority
in a consistent manner,
keeping the hotel beautiful by wiping spots off the
floor and writing maintenance request orders. This is
also an easy task to delegate to my associates, as they
are proud of the property and want first-time guests
to be impressed.”
David Smith, executive
housekeeper: “We maintain daily inspections and
checklists. Housekeeping
is then able to execute
on the five Mission
Statement priorities, making a positive impact on
the hotel.”
Darryl Foster, kitchen
supervisor: “By living and
committing myself to the
Mission Statement, I have
been able to execute on
Customer Satisfaction by
ensuring my associates
have the best materials
and products to do their
jobs. Also, by acknowledging my associates for their hard work and dedicated approach to executing on the Mission Statement,
a positive workplace environment is developed. This
allows my associates to feel like they are part of the
WHI family.”
It starts with a successful
orientation
At Homewood Suites Dayton/Fairborn, Ohio, orientation teaches the importance of commitment to,
and execution of, the Mission Statement as associates
start Day 1. The following associates, from left, assist
at a recent orientation: Kaitlyn Osborne, comp services/GSR; Jessica Artiaga, GSR; Amanda Catalano,
GSR; and Acacia Nickles, suitekeeper.
The numbers prove it
AGM Aaron Bedik of
Marriott Cincinnati-Airport,
Hebron, Ky., says that each
team member’s commitment
to abide by the Associate
Pledge and live the Mission
Statement on a daily basis has
resulted in the property being
ranked in the Top 25 percent
of the brand for GSS scores.
“All associates consistently execute the Mission Statement
by being engaged and focused on each guest’s wants and
needs,” he shares. The associates’ drive for satisfaction
enabled Cincinnati Airport Marriott to achieve a 95 percent
in its recent surprise brand standard audit. Bedik explains,
“As Guest Satisfaction is the top priority of the WHI Mission
Statement, so is the priority of the Cincinnati Airport
Marriott team to make every guest’s stay a perfect one.”
Makes life simple
According
to
Kyle
Covington, GM at Marriott
Austin-North at Round Rock,
Texas, the Mission Statement
keeps the hotel’s goals in the
forefront. He explains: “It
provides an easy platform
from which we can discuss
all operating decisions.
Therefore, when decisions
need to be made, we don’t have to weigh out all the pros
and cons to decide what is important. We simply execute
on the five priorities of the Mission Statement. This
makes our lives simple!”
Think like an owner
Doubletree Guest Suites
Cincinnati GM Dave Sundermann
shares that all managers have
been challenged to “think
like an owner.” He explains:
“The Mission Statement’s
priorities provide a clear
framework to guide the management’s decision-making
process, and consistent execution of the Mission Statement allows us to provide a
clean, safe, well-maintained hotel filled with problemsolving, pledge-living associates.”
Fast is key
Maintenance supervisor Glenn Lynch says that guests of
Marriott Chicago-Northwest are surprised at how quickly
his team responds to problems. “We consistently execute
on the Mission Statement, allowing us to deliver exceptional service. Our maintenance staff aims to respond to
service calls within 10-15 minutes or quicker. Working
together with the front desk and housekeeping departments, our GSS scores have been rising,” Lynch shares.
Fast-paced environment
requires firm goals
Since the F&B department at Ohio University Inn
& Conference Center, Athens,
Ohio, is fast-paced with the
need for fast decision-making, the five priorities of
the Mission Statement are
an integral guide to ensure
associates make choices that
align with company expectations and standards. According to Nick Hutchinson,
p.m. restaurant supervisor: “It is imperative that we
stick to the five priorities of the Mission Statement
like glue in such an environment. Such consistent
execution of the Mission Statement allows us to make
sure we are still focusing on the 20 while we are in our
day-to-day operations of the 80.”
Confidence in self and team
According to Kevan Jacobs, maintenance technician
at Marriott Cincinnati-North, one of the most important
tools in ensuring a potentially negative scenario has
a positive outcome is by giving associates the authority to take necessary measures, knowing that they
devotedly execute on the
priority of Product Quality.
“The ability to execute the
Mission Statement on the
spot without the need to
involve another team member allows me to confidently
deliver premium customer
service. By being dedicated
to the Mission Statement, I
feel confident when I approach a situation with a guest,
regardless of its nature or magnitude, that I can find a
resolution and leave with the guest happy,” he shares.
Jacobs continues, “In all of my traveling, I had never
experienced the level of customer service that I held
myself accountable to until I came here, and the customer service that each staff member at our property
practices every day.”
From the bottom to the top
Marianne Soeder, catering & sales account
manager (second from left), and GM Kenny Didier
pose with special guests during a holiday activity.
Marriott Cleveland-East GM Kenny Didier explains that
the property uses each priority of the Mission Statement
to stay focused and views the associated metrics as a cultural beacon. Didier describes a recent hotel success with
the Customer Satisfaction priority, measured by GSS/ESS
results:
“We began the summer of 2011 in the bottom 10 percent
in our customer service scores, an area of operation that
our team was neither used to, nor comfortable, in working.
In response, we took an incredibly unwavering approach
to executing on Customer Satisfaction. A dedicated marble
presence from all managers put us in front of our guests,
and, along with a meticulous tracking and follow-up process of each and every guest incident, we have successfully
climbed back into the Top 10 percent of the brand.”
Unexpected priorities
Most people would probably think that HR is the
most top-of-mind priority
for human resource managers. Erin Hulsey, HR manager at Renaissance Hotel
Indianapolis-North, shares
that she focuses heavily on
Growth during recruitment:
“I am incredibly committed
to adhering to the Growth priority. I execute on it by asking myself if I have filled a position with someone within
whom I see growth potential. Sometimes, that just means
going from part-time to full-time; other times, it means
developing into a supervisor.”
Hulsey has learned that when she focuses on Growth in the
interview process, filling open positions down the road with
talented and qualified internal candidates is much easier.
The right way to make
decisions
Jenna Reinke, a.m. restaurant supervisor, and executive
chef Michael Peterson initiated a pre-shift, interdepartmental meeting of the River
City Grille and kitchen staffs
at Marriott Cincinnati-North
after learning that the kitchen’s ability to meet its day-toJenna Reinke (L)
day basics was a staff concern.
and Michael Peterson
Before instituting the joint
meetings, Reinke and Peterson evaluated how the meetings stood up against the five priorities of the Mission
Statement:
PAYROLL SPOTLIGHT
The WHI payroll department is a hub of activity. The
six-member department reviews payroll transmissions
and 401(k) administration with HR managers at the 30
WHI-managed properties and assists GMs and AGMs
with labor variances. It also handles payroll functions at
John Q. Hammons’ more than 80 properties. The group
processes payroll 52 weeks a year and files tax returns in
more than 30 states at least once each month.
The team successfully converted WHI and its properties to a paperless payroll system in the first quarter of
2012. “It was a huge undertaking with more than 1,000
hours invested by our department and programmers,”
explains Scott Hale, corporate accounting and payroll
supervisor at WHI. “The paperless initiative increases
efficiency at both the corporate and hotel levels, saves
money on shipping costs and helps the environment by
eliminating our paper usage.”
Hale attributes the department’s success to having
smart, dependable associates who work hard to ensure
that deadlines are met, employer-specific responsibilities required by government agencies are fulfilled and
advances in technology are adopted and embraced. He
adds: “Thousands of associates depend on us to be accurate and timely week in and week out. By advancing to
a paperless system, associates don’t even need to come
to work to receive their pay; they have immediate access
to their money through their bank account or paycard.”
The payroll department has more than 70 years
combined experience with WHI. In addition to Hale,
a 16-year associate, the team includes staff accountant Chad Hiles, eight years; staff accountant Lisa
Fischesser, six years; payroll processor Andrea EiserToole, eight years; payroll processor and 401(k) administrator Sylvia Hall, 25 years; and payroll processor
Darlene McDaniel, 14 years.
In 2011, the payroll department processed more
than 18,000 W2s. “My team has a demanding schedule
throughout the year, but our busy season is December
through February,” Hale shares. “Team members work
late during the week and on Saturdays during this
period as we tackle the work required for tax season.”
Hale notes that the challenge of servicing more than
100 hotels in 30-plus states is a task that this group
tackles with ease. “We’ve been together a long time,
and there is no substitute for experience. Having longterm associates also says a lot about the company …
WHI is a great place to work.”
Back row, L to R: Chad Hiles and Scott Hale.
Front row, L to R: Darlene McDaniel, Lisa Fischesser,
Andrea Eiser-Toole and Sylvia Hall.
Priorities don’t stand alone
GM Paul O’Connor and
maintenance supervisor Bryan
Miller recently executed
on the Product Quality
and Profitability priorities at Renaissance Hotel
Indianapolis-North while
walking the grounds of the
hotel, surveying trees and
shrubs that didn’t survive
the winter.
Bryan Miller (L)
and Paul O’Connor
O’Connor explains: “We are 100 percent steadfast to
the Mission Statement in all decisions. Since our guests
expect our hotel’s landscaping to look beautiful and
manicured, we knew we needed to replace the trees to
adhere to Product Quality. As snow removal was minimal this year, we found extra funds that could justify the
replacement of the trees, a Profitability consideration.
Execution of the Mission Statement in this way helped
us maintain a happy P&L (and a very happy GM!).”
The meetings kept associates informed and allowed
them to contribute their ideas. The teams addressed any
issues, reviewed actualized covers from the previous day
and forecasted covers for the current day.
“Both of our departments take the Mission Statement
seriously and understand the importance of reinforcing
it in a consistent manner,” Reinke explains.
Summer 2012
WHI Focus
5
Family ties
FAMILY
Banquet server Joanie Bolling has been
with Holiday Inn & Suites CincinnatiEastgate since 1998. Her son, banquet
houseman Zachary Bolling, joined the WHI
family in 2011. A past Associate of the Month
recipient, Zachary Bolling recalls coming to
the hotel as a young child: “I remember visiting with Debbie Harker, banquet manager.
She would always make me feel welcome. It’s
been great to work alongside my mom and
the many others I grew up knowing so well.”
Sister act
Joanie and Zachary Bollling
Lisa and Beverly Hayes both serve as room attendants at Ohio University Inn & Conference
Center, Athens, Ohio. They work very closely
together and often carpool to work.
“It has always been my favorite part of the job to
work so closely with my sister,” Lisa Hayes states.
Lisa (left) and Beverly Hayes
Two peas in a pod
Chip off the old block
Bobbi Ward (left), a.m. front desk supervisor, and her
father, van driver Bob Plaskett, are proud to serve Holiday
Inn Cincinnati-Airport, Erlanger, Ky.
Home is where you make it
Since 1985, bartender Pam Cretney
has been a part of
the Doubletree Hotel Dearborn, Mich,
family. Since birth,
her daughter Calla
Cretney, has been a
part of the family as
well, sitting in meetings and training sesPam Cretney
Calla Cretney
sions over the years. A
GSR, Calla Cretney started with the hotel in 2012.
“I guess it was inevitable that Calla would one day work here,” Pam Cretney states.
“I am proud of Calla. She is a straight A student and loves working at the front desk.”
“I really enjoy my job,” Calla Cretney shares. “Now I know why my mom has
worked here for all these years.”
All in the family
Linda Jensen, a.m.
restaurant server, has
been with Ohio University Inn & Conference
Center,
Athens, Ohio, for
almost 22 years. Her
niece, Tracy Snyder,
has been serving as
a room attendant for
one year. Though they
Linda Jensen
Tracy Snyder
are not in the same department, they enjoy being able to talk about their day.
“I love when Linda helps out in the housekeeping department on busy weekends,” Snyder states. “It’s entertaining to watch my aunt make beds.”
Public space attendant Carletta Williams has been
an associate at Ohio University Inn & Conference
Center, Athens, Ohio, for nearly 23 years. Her sister,
laundry attendant Barb Kasler, has been serving for
nearly 18 years. They work very closely on a daily
basis in the housekeeping department.
“We’ve always been ‘two peas in a pod,’” Williams
states. “It is a privilege to work with my older sister.”
Carletta Williams (left) and
Barb Kasler
Two of a kind
One year after the grand opening of Marriott
Columbus-Northwest, Ohio, banquet manager
Shannon Staley-Theriault referred her sister
Stacy Hundt for a room attendant position. A few
months later, Hundt was promoted to executive
housekeeper and now both sisters have been managers at Marriott Columbus-Northwest for more
than 13 years.
Full house:
brothers and sisters
From left: banquet server Jose Hernandez,
room attendant Lorena Cruz, room
attendant Maura Hernandez and kitchen
utility Miguel Hernandez at Marriott
Chicago-Northwest.
Family portrait
Danette Hoover, room attendant/inspectress at
Holiday Inn Dayton/Fairborn, Ohio, felt the hotel
would be a great place for her son Kyle Beatty to
get his foot in the door, as he was a culinary student
at Greene County Career Center. Two years later,
Beatty is still employed at the hotel and continues
to hone his culinary skills as a kitchen utility.
“I’m very proud of Kyle,” Hoover states. “He’s doing a great job!”
Danette Hoover (left)
and Kyle Beatty
Inseparable
Brotherly bond
Brothers Kapil and Ganga Acharya are
room attendants at Radisson Hotel
Lansing, Mich. As refugees from Bhutan, they are fortunate to be able to live
and work together, as most refugees who
come to the U.S. must leave their families
behind.
h
Crossing paths
James “Barney”
Barnhart, Sr. has
worked in the maintenance department at
Ohio University Inn
& Conference Center, Athens, Ohio,
for nearly five years.
His daughter, Christi
Barnhart, has been
a room attendant for James “Barney” Barnhart, Sr.
Christi Barnhart
eight years. Though
they cross paths several times a day, they agree they do not get to spend as
much time with each other during the work day as they would like.
6
WHI Focus
Summer 2012
Shannon Staley-Theriault (left)
and Stacy Hundt
Heather Stathas (left) and
Nicole Greathouse
Server/bartender Nicole Greathouse joined
the Holiday Inn Dayton/Fairborn, Ohio, team
in 2008. When the McKenna Restaurant was looking for additional help in 2010, Greathouse recommended her sister, server/bartender Heather
Stathas.
Since then, the sisters have worked together,
lived together, taken classes together, volunteered
together and, just recently, Greathouse was a
bridesmaid in Stathas’ wedding.
The house of Cates
Banquet setup Ty Cates
began his career with Holiday Inn Dayton/Fairborn,
Ohio, in 2007 while attending Wright State University.
His younger brother Jared
Cates joined him as a banquet setup in 2008. Together,
the brothers have been strong
banquet employees from
setup and service to bartendZach (left)
Zach (left)
ing and tear down. The third
and Ty Cates
and Jared Cates
Cates brother, lobby attendant Zach Cates, moved to the Dayton/Fairborn area in 2009. Naturally, the hotel was a
perfect fit for him as well.
Each Cates brother has been recognized as Employee of the Month at least twice.
AFFAIR
It’s a family affair
Room attendants Gerry and Tiffany Jackson are
both new hires at Marriott Cincinnati-Airport,
Hebron, Ky. As mother and daughter, the Jacksons
enjoy seeing each other every day at work. Executive
housekeeper Ruth Krohman assigns their rooms
close together, further allowing them to share time.
Can you feel the love?
GSRs Mackenzie and Siobhan Keenan work
side by side at Marriott Hartford/Windsor Airport,
Conn.
“Siobhan is not just my sister at work, she is my best
friend, teammate and confidant,” Mackenzie Keenan
says. “Working together has brought us closer than ever.”
Siobhan Keenan concurs: “Working with my older
sister is awesome! Our teamwork is unrivaled because we can predict what the other needs. Guests
always ask if we’re twins, but I get to joke that despite being taller, I’m the younger sibling!”
Mackenzie Keenan (left)
and Siobhan Keenan
Tiffany (left) and
Gerry Jackson
Dynamic duo
Banquet servers Nancy and Kelly Ingram are
a powerful mother/daughter combo at Marriott
Cincinnati-North.
“I love working with my mom,” Kelly Ingram
says. “I was only 16 years old when I started
working with her. She’s always telling guests
that I’m her daughter and always doing things to
embarrass me. I’m thankful for her willingness to
help me learn new things. Thanks, Mom!”
Making memories
Pauline Martinez, maintenance technician, and her son, cook
John Turner, serve together at Radisson Hotel Lansing, Mich.
Lean on me
Nancy (left) and Kelly Ingram
Sisters Jasquella Groce and JoAnna Marshall,
room attendants at Marriott Cleveland-East,
share a love for working together.
“It’s great to work with JoAnna because we get
along so well,” Groce states. “But it’s also a good
thing that we don’t live together,” she adds.
Marshall adds: “I love working here. I have a large
family and wanted to help my baby sister get her
feet on the ground. WHI has helped us come together even more.”
Double-take
Walter (left) and
Johnny Guzman
Fraternal twins Johnny and Walter Guzman
work together at Marriott Austin-North at
Round Rock, Texas, as banquet servers.
“We enjoy working together because we always help each other and know we are there for
each other,” the brothers echo. “It’s fun to have
a family member at work because you already
know someone and it makes it easier to make
new friends.”
Jasquella Groce (left) and
JoAnna Marshall
Cut from the same cloth
Banquet servers Jill Iles and Jamie Corry are a
sibling duo at Renaissance Hotel IndianapolisNorth. When asked what it’s like to work together, Iles
quickly says, “Agonizing,” while Corry claims, “She’s
bossy!” Despite the affectionate banter, both come to
work with smiles each day that are contagious.
Banquet manager Chris Snyder adds: “It’s clear
that Jamie is cut from the same cloth as Jill. They
are both very hard working and positive people. If
there were more siblings in their family we’d welcome them with open arms!”
Togetherness remembered
Linda Cherry (left)
and Freeman Perkins
Linda Cherry, inspectress, and Freeman Perkins, laundry attendant, had been working in the
housekeeping department at Doubletree Guest
Suites Cincinnati for more than six years. The
pair worked together closely to ensure the department operated smoothly and the guests had
a top-notch experience. Since information was
submitted for this article, Doubletree lost a friend
and a brother when Perkins passed away on
May 14, 2012.
HR manager Cindy Alles says: “Our condolences go out to Linda and her family. Freeman was a
good man and a friend to all, and he will be missed.”
Jill Iles (left) and
Jamie Corry
A mother’s love
Room attendant Biba Jahic and her son, maintenance technician Jasmin Jahic, serve together
at Marriott Hartford/Windsor Airport, Conn.
“It’s amazing to work alongside your mother
each day,” Jasmin Jahic states. “WHI feels like
one big family, but working with her is the greatest feeling in the world! Family at home, family
at work!”
It’s all relative
Cousins Sara Everett, room attendant/laundry attendant, and
Mike Campbell, banquet server, love working together at Ohio
University Inn & Conference Center, Athens, Ohio.
Biba (left) and Jasmin Jahic
Home away from home
at Marriott Cincinnati-Northeast
ITA supervisor
Dan Segrist (left) and
his daughter
Piper Segrist,
Starbucks barista.
Starbucks barista
Regan DeGeorge (left)
and her sister
Courtney DeGeorge,
GSR/athletic coordinator.
Brotherly love
Brothers Anthony and Alex Abram are line cooks
at Renaissance Hotel Indianapolis-North. Anthony Abram helped open the hotel in 2008 and referred
his brother when a kitchen utility position opened.
“Working with Alex is both rewarding and challenging,” Anthony Abram shares. “We are both competitive and always trying to one-up each other. We even
compete over sandwich skills by seeing which one of
our sandwiches goes first on the buffet line.”
Alex Abram adds: “Anthony has my back and he’s
my best friend at work, so that makes the day fly by.
Yes, we do compete with the buffet, but I don’t see it
as a competition because I never lose!”
Alex (left) and
Anthony Abram
We are family
Lisa Birck (left),
sales account manager,
and daughter
Olivia Birck,
cocktail server.
Sisters and room attendants Vindalina and
LaVinna Ross bring family fun to Renaissance
Inn Cincinnati-Downtown. “Even though we live
together, I never get tired of seeing LaVinna,” Vindalina Ross says.
“Vindalina knows how to have fun even if she’s
having a bad day,” LaVinna Ross states. “She always keeps a smile on her face, which helps everyone else smile, too.”
LaVinna (left) and
Vindalina Ross
Summer 2012
WHI Focus
7
t6zeXYsr3fqkoLbyo
C O M M U N I T Y
I N V O LV E M E N T
Items go to those in need
Operations competition
Giving time and supplies
The team at Holiday Inn & Suites Cincinnati-Eastgate collected personal care products, non-perishable foods and cleaning supplies for victims of the tornadoes that struck the region
on March 2. The storms damaged areas in which many of
the hotel’s associates and their families reside, so the impact
was felt closely by all. The items collected were brought to
Matthew 25: Ministries and distributed to the storm victims.
In February, Jacque Evrard,
HR manager at Holiday Inn
Dayton/Fairborn, Ohio, and
Jenise Rivello, McKenna’s
bartender, served as judges in
the Regional Family Career &
Community Leaders of America
Hotel Linen Operations compeJacque Evrard (left)
tition in Springfield, Ohio. This
and Jenise Rivello
was the fifth year that Evrard has
judged the competition and the first year for Rivello.
The tornadoes that affected Northern Kentucky and
Southwest Indiana in March left many families homeless and
in need of basic supplies. Residence Inn Cincinnati-Downtown
donated time and supplies to victims of the storms. Donated
supplies included linens, towels, shampoo, conditioner, soap,
toothpaste, sewing kits, toilet paper and paper towels.
Caring and cookies
This past winter, the
CARE Committee of
Doubletree Hotel Dearborn,
Mich., partnered with
Knowlin Elementary
School in Dearborn for the
“Caring Community Cookie
Project.” Team members
taught first- through sixth-grade students about volunteering and
how to help others in need. The team shared stories and pictures
that demonstrated how hotel employees care for team members,
customers and people they see every day.
Students selected the military as their special group who they
felt could use some caring. The kids bagged 2,500 Doubletree
cookies and presented them to members of the armed forces at a
school assembly.
Radisson Hotel Lansing,
Mich. logs miles for causes
On Jan. 7, six Radisson Hotel Lansing, Mich., associates
participated in Lansing’s second annual Lansing for Haiti 5K
Run/Walk, which benefitted the
victims of the 2010 earthquake
in Haiti. This cause means
a lot to hotel associates who
were born in Haiti and whose
family members were affected
by the earthquake. Employees
who participated included:
Haiti 5K Run/Walk
Rose Joseph, room attendant;
Jemimia Milien, room
attendant; Michelle Miller, HR manager; Ian O’Gieblyn, front
desk supervisor; Michelle Rivera, executive housekeeper; and
Jocelaine Therve, room attendant.
Nine Radisson Hotel Lansing, Mich., associates participated
in the Run for the House 5K on March 24, which benefitted
Ronald McDonald House of Mid-Michigan, a haven for families
with hospitalized children.
Participating associates included:
Joanna Balcom, GSR; Bill Drake,
bookkeeper; Rose Joseph, room
attendant; Scott Kovalick,
AGM; Tyrice McClinton, GSR;
Jemima Milien, room attendant;
Michelle Miller, HR manager;
Run for the House 5K
Ian O’Gieblyn, front desk
supervisor; and Jocelaine Therve, room attendant.
On April 15, eight Radisson Hotel Lansing, Mich., associates
participated in the Race for the Place 5K, which benefitted
Michigan State University’s State Place, a shelter for survivors
of violence and their children.
Participating associates included:
Bill Drake, bookkeeper; Rose
Joseph, room attendant; Scott
Kovalick, AGM; Ellen McManus,
sales coordinator; Jemima Milien,
room attendant; Michelle Miller,
HR manager; Ian O’Gieblyn,
Race for the Place 5K
front desk supervisor; and
Jocelaine Therve, room
attendant.
Cooking for the greater good
Jon Lange, executive chef at Ohio University Inn &
Conference Center, Athens, Ohio, has submerged himself
in the CHIP (Complete Health Improvement Program)
Community. CHIP is a lifestyle enrichment program designed
to reduce disease risk factors through
the adoption of better health habits
and lifestyle modifications. Lange read
the CHIP books and tried the recipes
following the CHIP guidelines. He
spoke to a group of 200 guests at a local
church about new recipe ideas and then
cooked dinner for attendees. The group
loved his work and is excited to return to OU Inn for future
educational meetings and trainings.
8
WHI Focus
Summer 2012
Breakfast with Santa
Embassy Suites Lexington, Ky., hosted the second annual
Make a Difference Breakfast with Santa and helped raise
more than $1,300 during
the two-and-a-half hour
event. The money will help
provide food and medicine
to children in the Daniel’s
Care program, part of the
Hospice of the Bluegrass.
Hopping around
Lorraine Sanz, HR manager
at Marriott Cincinnati-Airport,
Hebron, Ky., along with her
son’s baseball team, the Boone
County Bombers, worked at a
local craft fair to raise money and
promote awareness for carcinoid
cancer. The Bombers’ coach was
diagnosed with carcinoid cancer
in August 2011.
Donating time to the
community
Maral Abrahamian, business travel sales
account manager at Marriott ChicagoNorthwest, serves on the executive board of
the Hoffman Estates Chamber of Commerce.
Within the chamber, she serves on the golf
and fashion show committees, is chair of the
membership committee and is on the board
of the Shop with a Cop program. The Shop
with a Cop program benefits needy children from Hoffman
Estates. The children go on a shopping spree with Hoffman
Estates police officers to buy holiday presents for their families
and new coats, gloves and hats for themselves. The hotel will be
hosting the Hoffman Estates Police Department’s Shop with a
Cop breakfast with Santa this December.
Sales account manager Vicky Hild, with the help of family
and friends, spent an entire weekend removing debris from
victims’ homes and properties to make way for bulldozers.
Room attendant Darlene St. Clair also kept those in need
top of mind when the hotel recently changed its brand
standard for shampoo, conditioner and soap. Once the new
products were received, she donated the remaining inventory
of the previous supplies to a local homeless center.
Coaching in the community
Demarlo Smith, banquet houseman
at Marriott Birmingham, Ala., is a
busy father, husband and community
leader. One night a week, Smith tutors
students who need extra help with their
schoolwork through the Boys and Girls
Club of America.
Smith also has been volunteering his
time to coach community football and basketball teams for
the past 10 years. Currently coaching 8-year-olds, he is able
to move up with his team each year and be a consistent role
model in the kids’ lives. Some of the young men Smith has
coached have become coaches and are now giving back to
their own communities.
ADDITIONAL ACKNOWLEDGEMENTS
Please congratulate the following
associates who were either misidentified
or did not appear in the 2011-2012
Recognition Focus for Years of Service
or Associate of the Year/Supervisor of
the Year honors:
Rose Joseph
Frank Dunlevy
Michael Baxla
Steve Brickles
Peggy Lee
Terry Linville
Sherlene Parker
Associates in training
Marriott Cincinnati-North
For the seventh consecutive year, Marriott Pittsburgh-North
participated in Bring Your Child to Work Day.
Serving weekly
Kaylee Wright, sales coordinator at
Renaissance Hotel Indianapolis-North,
attends and volunteers with Northview
Church in Carmel.
Wright shares that she participates
with her LifeGroup, akin to a Bible
study group, and volunteers in the
community at least one day each
week. “I enjoy serving our
community, because it is a
way for me to give back. My
LifeGroup also has a lot of
fun when we are serving
together, no matter if
it’s cleaning a kitchen or
digging up weeds.”
Summer 2012
Vol. 28, No. 3
Winegardner
& Hammons, Inc.
4243 Hunt Road
Cincinnati, OH 45242
513/891-1066
www.whihotels.com
Fatemeh Zanjaninia, housekeeping inspectress,
10-year associate
Marriott at Renaissance Park, Spartanburg, S.C.
SOY Rick Brackett,maintenance supervisor
SOY Jessica Dase, catering sales account manager
AOY Christopher Boemhke, room service server
(front of house)
SOY Darren Pearson, maintenance tech (heart of house)
Publisher
Kent Bruggeman, WHI
Senior VP of
Operations & Human
Resources
Corporate Editor
Dave Gordon, WHI VP of HR
Editorial Staff:
Vehr Communications
513-381-8347 (phone)
Laura Phillips, editor
Darcy Little, writer
Dan Guttridge, writer
Megan Haughney, writer
Jodi Zureick, designer
PRINTED ON RECYCLED PAPER
© 2012 WHI