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Contents
Vol. 29, No. 2
P. 2 METS
P. 2 Promotions
P. 3 Quality Assurance
Pages 6-7
Associates of
the Year
P. 3 401(k) Plan
4-5 Years of Service
6-7
Associates of the Year
P. 8 Supervisors of the Year
Page 8
Supervisors
of the Year
P. 10 FCRP Winner
P. 10 Awards
Focus is published for the associates at our properties
who continually strive to exceed our customers’ expectations.
Thanks for your efforts and commitment.
2012
Associates
o f t he Year
WHI SEVEN-time recipient
of G allup ®
G reat W orkplace A ward
W
inegardner & Hammons, Inc. has been named a Gallup Great
Workplace Award winner for the seventh consecutive year. Not
only is WHI one of only three companies to have accomplished
this feat, it is the only hospitality organization in the world to have done so.
This year, 32 companies, including five in the hospitality industry, have
received this award, which honors organizations that integrate engagement.
Recipients must achieve at least an 80 percent response rate, a 4.15
GrandMean or higher in at least half of their workgroups and have at least
1,000 respondents. The 32 winners’ average response rate was 92 percent;
WHI had a response rate of 97 percent.
“We are 100 percent committed to our associates and strive to offer
a workplace that encourages advancement, celebrates successes and is
engaging,” states Keith Daub, WHI president and COO. “As a seven-time
winner of such a prestigious award, we are confident that we are succeeding
in these endeavors.”
SWEEPING UP AWARDS
For the second consecutive year, Marriott International
has named Residence Inn Cincinnati-Downtown the No. 1 hotel
out of 621 Residence Inns in the U.S. for guest satisfaction. The
hotel also has been ranked No. 19 out of 650,000 hotels in the
U.S. for service in the TripAdvisor® 2013 Travelers’ Choice
Awards.
GM David Meisner says: “Our associates are dedicated to guest
satisfaction and service; receiving such prestigious accolades
demonstrates this commitment. It’s an honor to receive this
recognition.”
RANKED NO. 1
Renaissance Hotel Indianapolis-North is ranked No. 1 in the brand in the 2012 Event Satisfaction
Survey report. Congratulations to GM Paul O’Connor and the entire sales and operations teams.
O’Connor shares: “I am proud of the team for producing such excellent results. All departments help
the Event Satisfaction Survey team contribute to the success of the guests we host in our banquet
facilities. The synergy among departments and the leadership provided to exceed guests’ expectations
are phenomenal. The No. 1 ranking reflects the job our team does of focusing on every guest, every day.”
See Pages 6-7 for articles.
GM & AGM ANNOUNCEMENTS
Zac Middleton has been
named general manager of
Residence Inn Winston-Salem.
Most recently, Middleton
served as the acting GM at
Homewood Suites Dayton/
Fairborn, Ohio. He also has
served WHI as AGM at Holiday
Inn Dayton/Fairborn, Ohio,
and as F&B supervisor at
DoubleTree Suites by Hilton
Cincinnati-Blue Ash.
was instrumental in the hotel
achieving employee engagement and F&B service satisfaction scores in the Top 1
percent of the brand. Chasko
holds degrees in economics and hospitality management from The Ohio State
University.
Zac Middleton
Brian Wipprecht
Ross Chasko
Brian Wipprecht is the new general manager at Homewood Suites Dayton/Fairborn,
Ohio. His previous roles with WHI include assistant general manager at Holiday Inn & Suites
Cincinnati-Eastgate, food & beverage supervisor at DoubleTree Suites by Hilton CincinnatiBlue Ash and p.m. guest service supervisor at Marriott Cincinnati-North. He graduated with a
bachelor’s degree in business management from Austin Peay State University in 2006.
Ross Chasko has been named assistant general manager at Marriott CincinnatiNortheast. Chasko joined WHI while training at the hotel following almost three years as
an assistant food & beverage manager at the Hyatt Regency Columbus. In this role, he
Glenn McGinnis
Brandt Tiffany
Glenn McGinnis is the new assistant general manager at Marriott Suites on Sand Key,
Clearwater Beach, Fla. Prior to joining the hotel, he completed a two-month training program
at Marriott Birmingham, Ala. McGinnis previously worked for Starwood Hotels and Resorts
as a director of banquets at the West Dallas Victory Hotel and food & beverage manager at the
Westin in San Antonio. He earned a degree in hospitality management from Auburn University.
Brandt Tiffany joins Marriott Cincinnati-Northeast as an assistant general manager
– trainee. He previously served as front-of-the-house and kitchen manager at Outback
Steakhouse in Mason, Ohio. Tiffany served a key role at Outback, achieving a Top 15 ranking in the brand in overall revenue. He holds a degree in organizational leadership from
University of Cincinnati.
PROMOTIONS FROM WITHIN
Maintenance, Energy
Management,
Telecommunications,
Safety
METS success
Kevin Hetzel
Jennifer Schoenradt
Molly Smith
Erin Engstrom
Kaitlyn Knapp
Christopher Haering
Rachael Wile
Patrick Schmidt
Erik Kemeny
Bernard Anderson
FRONT DESK
Kevin Hetzel has been promoted to guest service
supervisor from assistant pool deck operations manager
at Marriott Suites on Sand Key, Clearwater Beach, Fla.
Hetzel joined WHI in February 2012. He received his
Bachelor of Arts in hospitality & tourism management
from University of Wisconsin-Stout in 2010.
Molly Smith has been promoted to guest service
supervisor from GSR at Marriott Cincinnati-Northeast.
During her tenure as a GSR, the hotel was ranked No.
1 in problem resolution out of all suburban Marriotts.
Smith also successfully completed Marriott Cincinnati
Northeast’s management bootcamp training and was a
leader in the class.
Smith interned at the hotel while in college before
joining as a GSR. She is a graduate of Ohio University
with a Bachelor of Science in health care services and a
major in restaurant, hotel and tourism.
FOOD AND BEVERAGE
Erin Engstrom has advanced to p.m. dining room
supervisor at Marriott Chicago-Northwest. Engstrom
joined the hotel less than a year ago as a GSR and received
several accolades from her peers and won Associate of the
Month in August. She has worked in customer service for
more than 10 years.
Engstrom earned a Bachelor of Science in management
from Northern Illinois University.
Kaitlyn Knapp has been promoted to a.m. dining room
supervisor from in-room dining associate at Marriott
Cleveland-East. Knapp joined the hotel in November 2011
as part of a direct recruiting program with the Kent State
University Hospitality Department. She has a direct impact
on guests and GSS scores with her positive energy.
In the summer of 2012, Knapp completed an internship
that gave her the opportunity to run a department for a
week. “Kaitlyn surpassed my expectations by completing
every task assigned to her with enthusiasm and pride,” GM
Kenny Didier says. Knapp received her hospitality degree
from Kent State.
SALES
Christopher Haering has been promoted to sales and
catering account manager at Marriott Chicago-Northwest
from guest service supervisor at Marriott Pittsburgh-North.
2
WHI Focus
Recognition 2012-13
Haering has worked for WHI since May 2008 in several
capacities including in banquets, as a dining room supervisor
and as a guest service supervisor at three properties. He
earned his Bachelor of Science in economics from John
Carroll University.
Jennifer Schoenradt has been promoted to sales and
catering account manager from sales coordinator at
Marriott Austin-North at Round Rock, Texas. Schoenradt’s
advancement is attributed to her hard work, dedication and
terrific attitude. She has a Bachelor of Fine Arts in Visual
Communications from University of Mary Hardin-Baylor.
Rachael Wile has advanced to sales account manager
from sales coordinator at Marriott at Renaissance Park,
Spartanburg, SC. Wile previously worked for Doubletree
by Hilton in Charlotte. She earned a Bachelor of Science
in hotel and lodging management from Johnson & Wales
University.
CULINARY
Patrick Schmidt has advanced to sous-chef from line
cook at Marriott Cleveland-East. He transferred to the hotel
from Marriott Cincinnati-North in July 2012. Immediately,
he demonstrated a high level of professionalism and a
courteous personality. Schmidt went beyond the line cook
description as he checked on tables to ensure that guests
enjoyed their meals. He won Associate of the Month and was
chosen by his peers as the best culinary associate in 2012.
Erik Kemeny has been promoted to sous-chef from line
cook at Renaissance Hotel Indianapolis-North. During
his tenure, the culinary team has earned GSS scores in
the Top 10 for quality of food in Grille 39. Executive chef
Phil Kromer and Kemeny’s culinary peers showed their
support for his advancement. GM Paul O’Connor says:
“Erik is steady, artistic and well respected. He has a great
future in our company.”
Kemeny completed his bachelor’s degree from The Art
Institute of Indianapolis for Culinary Management while
working his full-time job in 2012.
Bernard Anderson has advanced to kitchen supervisor
at Residence Inn Cincinnati-Downtown. Anderson was
a member of the hotel’s opening team and began his
tenure as a line cook. He was Associate of the Year in
2011. “Bernard has always been a team player, ready to
jump into any situation to lend a hand,” says HR manager
Carissa Parnitzke.
When implemented, the
METS program ensures
that WHI hotels are safe,
clean and well-maintained for
guests and associates. Although
it is important for each associate to
understand and comply with METS
policies and procedures, even a
simple common-sense approach
applied each day will work
wonders.
Jerry Yates, VP of product
management, challenges: “Look
at your hotel as if you are a guest.
What’s your first impression?
Would you be satisfied? Have
your expectations been met?”
This mindset is applicable to the
entire property (inside and out)
and the following tips should not
be limited to only an associate’s
specific department:
Jerry Yates
• METS must be considered an
important part of everyone’s
Bob Sears
daily work responsibility.
• If you notice a condition that needs to be addressed
anywhere in the hotel, complete a maintenance
request form and/or report the concern to a
supervisor.
• Use all senses. If something doesn’t look, smell,
sound or feel right, it probably isn’t.
• Energy management – Use resources such as
water and electricity wisely. Remember to keep
thermostats correctly set and turn off the lights
when they are not needed.
• Telecommunications – If you overhear a guest saying
that the Internet or phone system isn’t working
properly, immediately contact your supervisor.
Bob Sears, director of life-safety, shares: “Each
associate’s willingness to identify and correct unsafe
conditions and behaviors can have a positive impact
on safety and everyone’s well-being. Also, always report
even minor injuries and ‘near misses’ as soon as they
occur.”
While the goal is to keep the quantity and severity
of injuries as low as possible, the leading causes of
injuries are most often due to:
• Slips, trips and falls
• Sprains and strains
• Cuts
Associates and guests are best protected by promptly
correcting and/or reporting safety concerns.
SALES LEADERS FOR 2012
WHI annually recognizes and thanks its top-ranked sales leaders who have played a
key role in building business at its hotels. The top performers in two sales categories
are recognized with membership into the Platinum Club and the Gold Club. Listed in
order of their annual year-end rankings for 2012, sales account managers were selected
based on their percent achievement of personal annual goals, and catering and sales
account managers were selected based on their hotels’ highest revenues per square foot of
meeting space.
“Please join me in congratulating our top-ranking sales associates,” says Mike Conway,
senior vice president of marketing. “Not only has WHI benefited from their top-notch
service, but they have achieved outstanding professional accomplishments. We look
forward to watching them succeed in the coming year.”
TOP-RANKING PLATINUM CLUB MEMBERS
SALES ACCOUNT MANAGERS
Jennifer Neltner-Fay, Marriott Cincinnati-Airport, Hebron, Ky.
Vicky Hild, Residence Inn Cincinnati-Downtown
Maral Abrahamian, Marriott Chicago-Northwest
Stephanie Rork, Marriott Cincinnati-Airport, Hebron, Ky.
Sara Engelskirger, Marriott Suites on Sand Key, Clearwater Beach, Fla.
Jennifer Neltner-Fay
CATERING & SALES ACCOUNT MANAGERS
Molly Worthington, Renaissance Hotel Indianapolis-North
Ruby Rios, Marriott Dallas/Fort Worth Airport-South
McKenzie Mauck, Ohio University Inn & Conference Center, Athens, Ohio
Traci Dixon, Marriott Columbus-Airport, Ohio
Shauna Philabaum, Marriott Columbus-Airport, Ohio
GOLD CLUB MEMBERS
Molly Worthington
SALES ACCOUNT MANAGERS
Tiffany Smith, Marriott Dallas/Fort Worth Airport-South
Kim DeLong, Renaissance Hotel Indianapolis-North
Jaime Leising, Renaissance Hotel Indianapolis-North
Dedi Kavanaugh, Marriott Austin-North at Round Rock, Texas
Kim DeBrabander, Radisson Hotel Lansing, Mich.
CATERING & SALES ACCOUNT MANAGERS
Ann Netzley, Marriott Columbus-Northwest, Ohio
Lisa Kirr, Marriott Columbus-Northwest, Ohio
Gina Engler, Marriott Chicago-Northwest
Erin Browne, Marriott Cleveland-East
Jessica Dase, Marriott at Renaissance Park, Spartanburg, SC
*An associate must complete 500 hours of employment service within a period of six months and be at
least 21 years old to participate in the 401(k) retirement plan. Participation in the 401(k) plan begins on the
January 1 or July 1 date immediately thereafter. ©2013
QUALITY ASSURANCE
Five hotels achieve ‘excellent’ ratings
Marriott Columbus-Northwest, Ohio, and Holiday Inn Cincinnati-Riverfront, Covington,
Ky., join three repeat hotels with “excellent” ratings on their 2012 QA reviews. The
repeating top performers are: Marriott Cincinnati-Northeast, Marriott
Cincinnati-North and Marriott Cincinnati-Airport, Hebron, Ky.
Marriott Cincinnati North led all WHI hotels with five exceptions
on the 79-question internal audit rating system. Marriott Cincinnati
Northeast and Marriott Cincinnati Airport had eight exceptions.
“By achieving the highest rating possible, these hotels reflect
their management and staff’s dedication to the Mission Statement,”
explains Dennis Flannigan, director of quality assurance.
Dennis Flannigan
The top QA honors go to the following general manager/bookkeeper/HR manager teams:
• Marriott Cincinnati-North – Jennifer Porter/Jackie Horak/Kier Muchnicki
• Marriott Cincinnati-Northeast – David Lanterman/Debbie Harding/Lisa Compton-Martin
• Marriott Cincinnati-Airport, Hebron, Ky. – Dave Smith/Paul Rottmueller/Lorraine Sanz
• Marriott Columbus-Northwest, Ohio – Nick Moschetti/Tana Gilmore/Chrystal Lasko
• Holiday Inn Cincinnati-Riverfront, Covington, Ky. – Jason Druso/Deedra Kellerman
The purpose of WHI’s QA process is to provide the GM and staff an additional tool to
assist in hotel management. This is accomplished through an independent review of the
current status of key areas determined by senior operations and finance management.
The unannounced inspection using random sampling culminates in a report with one
of three possible ratings: “excellent,” “acceptable” or “needs improvement.” To earn an
“excellent” rating, a hotel must successfully pass a rigorous rating formula.
Making the 401(k) plan a vital part of your savings
More associates are participating in the 401(k) retirement plan than in years! At nine
hotels, 75 percent or more of eligible associates* are plan participants. Those properties are:
96% Marriott Cleveland-East
86% Marriott Pittsburgh-North
85% Residence Inn Winston-Salem, NC
79% Marriott Birmingham, Ala.
78% Marriott Columbus-Airport, Ohio
77% Holiday Inn Cincinnati-Riverfront
77% Holiday Inn Dayton/Fairborn I-675, Ohio
76% Residence Inn Cincinnati-Downtown
75% Radisson Hotel Lansing, Mich.
In addition, associates are increasing the amount of their pay that they are contributing
to their 401(k) plans, often by 1 percent or 2 percent. At the 6 percent level, associates
get the maximum “free money” for their 401(k) investment. Can you contribute more to
create a comfortable nest egg for your future?
Talk with your GM or HR manager by June 7, 2013, about enrolling in the 401(k) plan or
increasing your percent of savings.
Team approach
Flannigan agrees with the top-performing hotels’ GMs that teamwork is essential and
shares: “A team approach with a focus on effective communication, addressing issues in
a timely manner and management involvement reap the best results. The best practices
of our top performers would greatly enhance any hotel’s goal to be on next year’s list of
‘excellent’ QA properties.”
Kier Muchnicki
Jackie Horak
Debbie Harding
Lisa Compton-Martin
Chrystal Lasko
Paul Rottmueller
Jennifer Porter
Tana Gilmore
Lorraine Sanz
Deedra Kellerman
Dave Smith
David Lanterman
Jason Druso
Nick Moschetti
Recognition 2012-13
WHI Focus
3
2 01 2 M i l e s t o n e Y e ars o f S e r v i c e
25 YEARS OF SERVICE
Seasoned
professional
Marriott Cincinnati
-Airport, Hebron,
Ky., maintenance
supervisor Mike
Clark celebrates his
25th year of service
Mike Clark
with WHI. Clark
began his career at Holiday Inn & Suites
Cincinnati-Eastgate where he worked to
implement the newly-developed METS
program. In addition, he helped author
the HAZCOM Program that is still used at
WHI properties today.
Clark also had a seven-year stay at the
WHI corporate office as a product manager. In that role, he traveled to various
WHI properties to conduct METS evaluations and hotel renovations and trained
management staff for new hotel openings.
“Throughout the years, I’ve been fortunate to be a part of the team preparing for
several Presidential visits,” Clark states.
“It’s been a highlight of my time here.
Each visit required extensive coordination
with the White House communications
staff and security. Through it all, our
staff’s professionalism and work ethic
combined to make each visit a success.”
20 YEARS OF SERVICE
Two decades at WHI
Embassy
Suites
Williamsburg,
Va., breakfast
attendant
Kelvin Dillard
and room attendant Deloris Smith celebrate two
decades of WHI service with GM Rick Dunlap (L).
Kimi Peterson
Unwavering
A 20-year associate at
Radisson Hotel Lansing,
Mich., maintenance
supervisor John Hazzard
has exemplified the WHI
Mission Statement with
unwavering enthusiasm.
John Hazzard
15 YEARS OF SERVICE
A shining star
GSR Chris
Callen celebrates
15 years of service
at WHI at Holiday
Inn CincinnatiAirport, Erlanger,
Ky. Along with her
daily duties, Callen
Callen (L) and
serves as the relief
GM Greg Hurst
night auditor and
bookkeeping assistant. Because of her
efforts, she has been nominated as a
Constant Caring Friend of the Month
several times.
“A frequent guest lost his mother
at the end of November 2011, which
was not long after I had lost my own
mother,” Callen says. “I wrote him a
letter extending my condolences and
encouraged him to focus on the positive memories. The next morning, he
came to the front desk, embraced me
and thanked me for my note as tears
ran down his face. We now share a very
special bond.”
Personal approach
ROSE Hall of Fame
recipient, Byrnside
gets to know her
guests on a personal
level.
“It means a lot to
me to share life experiences and stories with
guests. It helps me
better serve them on a
daily basis,” she shares.
Holiday Inn
Dayton/Fairborn,
Ohio, executive
housekeeper Mike
Albrycht has been
a staple at WHI for
15 years. Joining the
team with a nursing
Mike Albrycht
home background,
Albrycht has grown both personally and
professionally.
10 YEARS OF SERVICE
20 years of combined service
Embassy Suites Williamsburg, Va.,
assistant bookkeeper
and sales associate
Angela Greenhow
and maintenance
technician Michael
Jones celebrate their
10th year of service with GM Rick
Dunlap (L).
Sherry Ukperaj
Leonardo Gonzalez-Cruz
Marriott Columbus-Airport, Ohio
Theresa Williams
assistant executive housekeeper 10
Peter Leicht
banquet server
5
Zunyi Xing
a.m. greeter/seater/cashier
5
Debra Williams
banquet server
5
Hoa To
laundry attendant
5
John Rash
cook
5
Mohamud Mohamud
cook’s helper
5
Mary Franklin
room attendant
5
Tara Corbitt
guest service representative
5
Alonzo Brown
line cook
5
Marriott Suites on Sand Key, Clearwater Beach, Fla.
maintenance utility associate
room attendant
lounge server
p.m. dining room utility associate
Recognition 2012-13
20
15
15
15
Fran Jones
Fran Iosa
Ronald Pierce
cook
15
Deborah Eysoldt
concierge
15
Debi Byrnside
a.m. dining room server
15
Terrill Rolfe
guest service representative 10
Sue Martin
concierge
10
Jodie Fry
cook
10
Katie Willing
sales assistant
5
Jarrod Mobley
a.m. dining room supervisor 5
Maria Kopek
cook
5
Monica Jacobs
p.m. guest service supervisor 5
Caroline Fritz
banquet server
5
Mary Combs
bartender
5
Ohio University Inn & Conference Center, Athens, Ohio
Connie Varner
Judith Bailey
Max Wilson
Brian Ritchhart
Ralph Mordocco
Multi-talented
Eric Driskell
GM Michael Miraglia
has been with WHI for
10 years. A member
of the Holiday Inn
Dayton/Fairborn, Ohio,
team, Miraglia has been
a face at many WHI
properties, working his
way up from a GSR/
Michael Miraglia
night auditor at Ohio
University Inn and Conference Center,
Athens, Ohio, to his current role.
Forty years combined service
Marriott Cincinnati-Airport, Hebron,
Ky., room attendant Yvonne Askew,
cook Billy Billimon, GSR Deborah
Marsh and banquet server Ronda Dinn
each celebrate their 10th anniversary.
Meant to be
Debbie Marsh, GSR at Marriott
Cincinnati-Airport, Hebron, Ky., celebrates 10 years at WHI. A Marriott
Award of Excellence, ROSE Award and
Paul Xiong
maintenance technician
10
Merita Treska
room attendant
10
Deloris Smith
room attendant
20
Gail Signore
a.m. greeter/seater/cashier
10
Kelvin Dillard
breakfast attendant
20
Fran Iosa
catering & sales account mngr10
Theresa Walker
breakfast attendant20
Taryn Zowin
p.m. dining room server
5
Angela Greenhow
asst. sales mngr/asst. bookkeeper 10
Emeline Veimau
laundry attendant
5
Michael Jones
maintenance technician
10
Jeff Leahy
cook
5
Carrie Taylor
room attendant
5
Donna Siegel
sales account manager
5
Donna Stewart
room attendant
5
Jose Santiago
maintenance technician
5
Jennifer Pierce
executive housekeeper
5
Christopher Orchard
executive chef
5
Stanley Morrissey
bartender
5
Doubletree Hotel Dearborn, Mich.
Kurt Leahy
restaurant general manager
5
Dwayne Orr
banquet setup attendant
10
Lauren Grimsley
lounge server
5
Elizabeth Rauchman
guest service representative
5
Edward Ferguson
bellperson/van driver
5
Kamlesh Surati
maintenance technician
5
Philippe Eversdijk
general manager
5
Michael Phillips
executive chef
5
Donna Bolich
human resource manager
5
Noemi Palacios
room attendant
5
Holiday
Inn
Cincinnati-Riverfront,
Covington,
Ky.
Maria Mendoza
room attendant
5
Scott Klukas
assistant general manager
5
April Showes
assistant executive housekeeper 5
Tihonia Robb
room attendant
5
Radisson Hotel Lansing, Mich.
Kevin Jones
cook
5
John Hazzard
maintenance supervisor
20
Tom Dwyer
maintenance technician
5
Jason Hoyland
bellperson/van driver
5
Keith Conrad
cook
5
Liisa Haataja
p.m. van driver/valet
5
Quality
Suites
San
Luis
Obispo,
Calif.
Kevin Gordon
maintenance technician
5
Michael Gibson
lobby/public space attendant 5
George Newland
general manager
20
Brian Lotzgesell
dining room utility associate 15
Holiday Inn Cincinnati-Airport, Erlanger, Ky.
Lili Orduna
room attendant
10
Orlando Wilson
cook
15
Maria Garcia-Martinez room attendant
10
Samuel Johnson
banquet server
15
Leticia Velasquez
room attendant
5
Christina Callen
guest service representative 15
Martha Rodriguez
room attendant
5
Joann Green
lobby/public space attendant 10
Patti Remmenga
bartender
5
Christina Meyer
p.m. dining room server
5
Salvador Maldonado
cook
5
Mariya Kamacharova room attendant
5
Christina Blaney
guest service representative
5
Michael Fette
kitchen utility associate
5
Marriott
Cincinnati-Northeast
Megan Craig
guest service representative
5
WHI Focus
Debi Byrnside
Rock solid
Embassy Suites Williamsburg, Va.
4
Marriott ColumbusNorthwest, Ohio,
bellperson Eric Driskell
celebrates 10 years of
service.
Debi Byrnside, a.m. RCG server at
Marriott Cincinnati-Northeast, celebrates 15 years of service. An Associate
of the Month, ROSE award winner and
Mauro Hernandez Pedro Perez-Hernandez
Leonardo Gonzalez-Cruz
Shiqirije Ukperaj
Kim Peterson
Mauro Hernandez
A decade of service
cook
room attendant
maintenance technician
maintenance utility associate
general manager
30
20
10
10
10
Gail Signore
Merita Treska
Paul Xiong
Bernard Dixon
banquet setup attendant
Keith Burk
maintenance technician
James Barnhart, Sr.
maintenance technician
Marriott Columbus-Northwest, Ohio
10
5
5
David Niknam
maintenance technician
Eric Driskell
bellperson/van driver
Luis Cortes
asst executive housekeeper
Bhagwati Phuloria
room attendant
Cheryl Pitt
banquet server
Rockford Penn
maintenance technician
Kelly Parrott
cook’s helper
Nickolas Corey, Jr.
p.m. in-room dining associate
Frederick Brown
maintenance technician
Holiday Inn Dayton/Fairborn, Ohio
10
10
10
5
5
5
5
5
5
Michael Albrycht
executive housekeeper
Michael Miraglia
general manager
Xuri Wang
room attendant
Jenise Rivello
bartender
Danette Hoover
asst executive housekeeper
Tyler Cates
banquet setup attendant
Homewood Suites Dayton/Fairborn, Ohio
15
10
5
5
5
5
Brian Wipprecht
Rosario Condo
general manager
room attendant
Marriott Birmingham, Ala.
Tonya Williams
guest service representative
Matthew Richardson
banquet server
Jessica Mickle
banquet server
Jason Jacks
bartender/lounge
Leedward Ryans
banquet server
Donna Woods
cook
Edward Soldesi
concierge
Gary Pikulski, Jr.
a.m. dining room utility asst
Jonathan Monserrate p.m. guest service supervisor
Benita McKinney
lobby/public space attendant
Michael McKay
bellperson/van driver
Nanika McCollum
bookkeeper
Michael Hogan
assistant general manager
Julie Golding
executive housekeeper
Mary Daniels
cook
David Cash
maintenance technician
Embassy Suites Lexington, Ky.
Thomas Waide
Deborah Hartley
Jason Faulkner
Asende Wesesa
Shannon Taylor
Sybil Sidney
Kelly Lyles
Matthew Guerrero
Michelle Gloster
5
5
10
10
10
10
5
5
5
5
5
5
5
5
5
5
5
5
lobby/public space attendant 10
laundry attendant
10
banquet manager
10
breakfast utility attendant
5
guest service representative
5
laundry attendant
5
banquet server
5
complimentary beverage bartender 5
room attendant
5
Associate of the Month
recipient, Marsh lives
the WHI Mission
Statement every day.
“When I started 10
years ago, I never realized how much I would
love my job and feel
Debbie Marsh
like I was meant to do
this for a living,” Marsh shares.
Triple threat
Marriott Chicago-Northwest is proud to
announce three associates who are each
celebrating 10 years of service.
Sharon Nieft, banquet
server and bartender,
is a staple in banquets.
She has been nominated as a Star of the
Industry twice and has
earned Associate of the
Month and Associate of
the Year honors.
Sharon Nieft
Katy Archulita,
bartender, is a past
Associate of the Month
and Associate of the
Year, and has been nominated as a Star of the
Industry. “I take pride
in getting to know our
guests,” Archulita adds.
“Putting a face to a
Katy Archulita
name and remembering
it goes a long way. Guests are continually
‘wowed’ that we pay so much attention. As
a bartender, it also helps to remember their
favorite drink.”
Concierge and GSR Rosemary Newton
has taken pride in her daily duties serving guests and beyond. A TIPS trainer,
Donna Siegel
Ed Ferguson
Associate of the
Month recipient and
Service Excellence
Award nominee,
Newton applies a
personal touch to
each situation.
“For me, it’s all
about adhering to
Rosemary Newton
the basics and living the WHI Mission Statement,” Newton
shares. “Actively listening to our guests
and solving problems are close to our heart.”
Leading by example
Renaissance Hotel
Indianapolis-North
banquet manager
Chris Snyder celebrates a decade of
service with WHI.
During his tenure,
Snyder’s role has
Chris Snyder
transitioned from
banquet setup to server, bartender,
assistant banquet manager and to his
current role. Snyder was a member
of an event management team of the
year, named Associate of the Year, IHLA
Manager of the Year and is a ROSE
Award nominee.
“Exceeding expectations must be
the standard,” Snyder says. “Every bit
of instruction and reasoning we are
taught in the fundamentals of our
careers helps us live the WHI Mission
Statement each day. It is the key to successful and effective decision making.”
GM Paul O’Connor adds: “I am
extremely proud of Chris and his
achievements. He has climbed the ladder from the ground up and has con-
Emeline Veimau
Chris Cordray
sous-chef
Laura Wilson
sales account manager
Betty Peyton
banquet server
Marriott Cincinnati-Airport, Hebron, Ky.
Mike Clark
maintenance supervisor
Frances Jones
room attendant
Stacey Alexander
bookkeeping clerk
Deborah Marsh
guest service representative
Kathleen Hart
concierge
Kadir Engin
banquet server
Ronda Dinn
banquet server
Richard Cook
bellperson/van driver
Billy Billimon
cook
Yvonne Askew
room attendant
Mildred Yisrael
room attendant
James Tuemler
cook
Terry Sutton
banquet server
Tiulipe Launoa
room attendant
Jennifer Fay
sales account manager
Deborah Burns
laundry attendant
Christopher Brake
maintenance technician
Sarah Barton
lobby/public space attendant
Marriott Dallas/Fort Worth Airport-South
Jason Orchard
5
5
5
25
15
10
10
10
10
10
10
10
10
5
5
5
5
5
5
5
5
Jannie Hart
room attendant
10
Daniel Perez
bellperson/driver
10
Maricela Mancillas
banquet server
10
Ruby Rios
catering and sales account mngr 5
Maria Monsivais
room attendant
5
Betty Hall
night auditor
5
Adriana Gonzalez
banquet server
5
Francis Doyle
p.m. bellperson
5
Candilea Christie
sales assistant
5
Marriott Cincinnati-North
Jerry Rigney
sales assistant
15
Mary Mira
a.m. dining room supervisor 10
Lilian Markstein
banquet server
10
Nancy Johnson
banquet server
10
Susan Dunavent
banquet server
10
Aprill Bhoolai
p.m. dining room utility assoc 10
Kimberlie Reeves
night auditor
5
Olesya Medvedskaya
banquet server
5
Staci Lakeberg
guest service representative
5
Gayle Jencen
guest service representative
5
Kelly Ingram
banquet server
5
Maria Gonzalez
room attendant
5
Biry Deh
room attendant
5
Chloe Carpenter
guest service representative
5
Mairama Boubakar
laundry attendant
5
Amy Barton
guest service representative
5
Marriott Austin-North at Round Rock, Texas
Cathy Slobojan
guest service representative
10
Jeff Spencer
tributed to leading his team to scoring in
the Top 10 rankings for Event Satisfaction
Surveys (ESS) completed by guests. Chris
lives the Service Pledge – that drive transfers to his award-winning team.”
Proud to serve
Morning starter
Residence Inn
Cincinnati-Downtown
room attendant Darlene
St. Clair celebrates her
10th anniversary. St.
Clair began her tenure at
Holiday Inn CincinnatiDarlene St. Clair
Airport, Erlanger, Ky.
“WHI has played a special role in my life,”
St. Clair says. “I’m happy to be a part of such
a wonderful family who supports each other.”
Great decade
Banquet server
Maricela Mancillas
is recognized for 10
years of service at
Marriott Dallas/Fort
Worth Airport-South.
Maricela Mancillas
5 YEARS OF SERVICE
15 years of combined service
Embassy Suites Williamsburg, Va., room
attendants Donna Stewart (L) and Carrie
Taylor (C) and executive housekeeper Jennifer
Pierce (R) celebrate five years of service with
GM Rick Dunlap.
Jose Santiago
Kurt Leahy
Jodi Sanchez
cook
10
Javish Fernandez
room attendant
10
Jeremy Worrell
guest service representative
5
Janice Sajdak
bartender
5
Yanett Rodriguez
room attendant
5
Mahboob Kazmi
concierge
5
Deidre Calvaneso
cook
5
Collin Browning
p.m. dining room server
5
Allison Brown
guest service representative
5
Maricela Bradley
room attendant
5
Brian Cross
banquet setup attendant
5
DoubleTree Suites by Hilton Cincinnati-Blue Ash
Ricky Terry
maintenance technician
Chris Marck
sous-chef
Maria Madera
banquet server
Francetta Hall
lobby/public space attendant
Kelley Green
room attendant
Ellen Forney
laundry attendant
Lisa Edington
banquet server
Marriott Hartford/Windsor Airport, Conn.
5
5
5
5
5
5
5
Robert Ambler
maintenance supervisor
10
Thomas Sutherland
maintenance technician
10
Douglas St. Onge
executive housekeeper
10
Brunhilda Samuels
laundry attendant
10
Nawal Saleh
bartender/lounge
10
Sabiha Radoniqi
room attendant
10
Jacqueline Plante-Smithroom attendant
10
Giselle Perez
concierge
10
Randall Murdock
maintenance technician
10
Hilma Moselsky
guest service representative 10
Casey Massaro
p.m. guest service supervisor 10
Debbie Lanning
assistant executive housekeeper 10
Jennifer Jones
a.m. guest service supervisor 10
Norma DeJesus
laundry attendant
10
Ruth Clifford
a.m. dining room supervisor 10
Victoria Bass
a.m. dining room server
10
Tiffany West
banquet server
5
Hezron Wallace
in-room dining associate
5
Michael Trosin
general manager
5
Joseph Smith
banquet server
5
Kimberly Sarafopoulos a.m. dining room server
5
John Sanderson
bellperson/van driver
5
Nancy Pitt
banquet server
5
Judith Miller
bookkeeper
5
Kathryn Levitt
guest service representative
5
Mackenzie Keenan
guest service representative
5
Marie Jean-Philippe
room attendant
5
Jasmin Jahic
maintenance technician
5
Christina Gutska
guest service representative
5
Marie Francois
room attendant
5
Amy Epperson
catering & sales acct manager 5
Bushrah Ahmed
guest service representative
5
Tricia Caron
sales account manager 5
Kamlesh Surati,
maintenance technician at Doubletree
Hotel Dearborn,
Mich., celebrates five
years of service with
WHI. Surati has
Kamlesh Surati
been recognized as a
CARE Champion of
the Month several times.
“I am proud to always treat our guests
and do what I can to serve their needs,”
Surati says.
Builds loyal customers
Jaime Leising,
sales account manager at Renaissance
Hotel IndianapolisNorth, has been a
part of the WHI team
for five years. “My
job is to build loyal
Jaime Leising
customers,” Leising
says. “Keeping our current clientele
happy and building a network of prospects keeps me focused on providing a
great product and service to our guests.”
“Jaime is everything a GM looks for
when hiring a talented sales manager,”
GM Paul O’Connor comments. “She
understands our top-line goals and takes
the necessary steps to achieve them.
Jaime is a team player, big-picture thinker and is always thinking of new ways to
serve our guests. Her drive to improve
herself personally and professionally
makes her a pleasure to work with, and
our team is better because of it.”
Continued on Page 9
Lauren Grimsley
Taryn Zowin
Greg Barchetti
Marriott Chicago-Northwest
Jeffrey Winkenwerder sales account manager
15
Lance Misner
general manager
10
Minerva Velazquez
guest service representative 10
Bozena Skorska
laundry attendant
10
Sharon Nieft
banquet server/bartender
10
Rosemary Newton
concierge/guest service rep
10
Phyllis Mannix
assistant executive housekeeper 10
Adalberto Lugo-Rivera housekeeping utility associate 10
Maura Hernandez
room attendant
10
Maria Cruz
room attendant
10
Katy Archulita
bartender/lounge
10
Efren Abracia
p.m. dining room utility assoc 10
Yadira Gonzalez
room attendant
5
Marriott Pittsburgh-North
Jaclyn Ralston
sales account manager
Scott Scheidemantle
housekeeping utility associate
Sandra Jones
room attendant
James Hendricks
banquet setup attendant
Gregory Barchetti
executive chef
Marriott Cleveland-East
10
5
5
5
5
Jennifer Medina
a.m. guest service supervisor
Rusty Hall
banquet setup attendant
Michael Bosch
human resource manager
Renaissance Hotel Indianapolis-North
5
5
5
Chris Snyder
banquet manager
Jaime Leising
sales account manager
Residence Inn Cincinnati-Downtown
10
5
Darlene St. Clair
room attendant
Corrine Stewart
laundry attendant
WHI Corporate Office, Cincinnati
10
5
J. Erik Kamfjord
Susan Johnson
Dennis Flannigan
Mary Lieberth
Mary Ann Olsen
Ingrid Meyer
Jim Updike
Robert Tate
Linda Vandergriff
Brian Perkins
Karen Griffith
Darlene McDaniel
Kathy Mulshine
Marilou Brown
Mike Howard
Jeff Veigl
Laura Thurn
45
40
35
35
35
30
30
25
25
20
15
15
15
10
10
10
5
Chairman & CEO
natnl sales dir of performance
director of QA/benefits
cash management
information specialist
business dev info specialist
assistant controller
quality assurance
director of purchasing
regional VP-operations
programmer/analyst
payroll
travel coordinator/receptionist
finance/benefits support
tax department
dir. of architecture and design
staff accountant
Recognition 2012-13
WHI Focus
5
2012 Associates of the Year
A great example
Vincent Meekins, maintenance technician and AOY at
Embassy Suites Williamsburg, Va., is always willing to help,
and he never says that something is “not his job.” He sets
an example for teamwork by coming in early to help the
housekeeping staff when they are short-handed or stepping
in as the pizza chef when the kitchen needs help. Guests
compliment his pleasant demeanor and ability to quickly and
efficiently solve problems. “Vincent has been a great help to
my department and is always willing to help,” food & beverage
supervisor Tonya Bradley says. Executive housekeeper Jennifer
Pierce adds: “He has many times helped us at the last minute,
and his help is invaluable.”
GM
Meekins (R)D&
lap
un
k
Ric
Invaluable player
Elmer Bus
tamante
Whatever it takes
Pride and care
Lobby attendant and front-of-house AOY Karen Flores at
Doubletree Hotel Dearborn, Mich., is the first to volunteer to
come in early or stay late. She takes exceptional care of guests
and fellow associates. Flores delivers food to the break room
every day and will call associates to ensure they’ve finished
eating before cleaning up. She assists with associate functions
and helps the restaurant, kitchen and laundry department
when they need support. Flores also supervises and mentors
the hotel’s high school interns who have cognitive and learning
disabilities. “I take care of this hotel, because this is my home
away from home,” Flores says. “I want us to be the best.”
Karen Flo
res
Angela Vaughn
bbs
Howard Stu
Gina Simmons
Zach Julson
Ohio University Inn & Conference Center, Athens, Ohio,
GSR Kristine Murphy is an asset to the front desk, because she
always has the guests’ best interests in mind. The AOY lives the
Mission Statement every day and always has a positive attitude.
Murphy engages guests as they walk in the door and has had
many great comment cards about her customer service.
Kristine M
urphy
Infectious enthusiasm
Shina Lee
F&B AOY Shina Lee, a.m. dining room server at Radisson
Hotel Lansing, Mich., began working at the hotel in February
2012 and occasionally serves banquet shifts. She previously
managed her family’s restaurant in the Lansing City Market. HR
manager Michelle Miller shares: “Shina is a joy to work with.
She is always upbeat, friendly and happy to be at work. Her
enthusiasm is infectious.”
Brad Clap
p
Always reliable
Gibson (L) &
GM Greg Hurst
Charles Gibson, banquet setup attendant at Holiday Inn
Cincinnati-Airport, Erlanger, Ky., has established himself as
a leader. The hotel relied on the AOY greatly for day-to-day
operations when it did not have an official banquet manager.
Gibson anticipates guests’ needs and has a strong sense for
what is best for the hotel while ensuring guests are receiving
exceptional care. Holiday Inn Cincinnati Airport has received
many guest letters complimenting his attention to detail and
willingness to exceed expectations. Gibson says he is “living
the dream.”
Andrew S
trzelecki
Bev Guillen
Jose Moreno
GSR Brad Clapp from Marriott Columbus-Northwest, Ohio,
is the epitome of an associate who is dedicated, a team player,
self-motivated, honest, adaptable, ethical and an ambassador.
It is possible to see the AOY working at 1 a.m., 8 a.m. or 9
p.m. due to his versatility, willingness and flexibility to help
cover any shift. He has learned his job and the jobs of others to
ensure that every guest receives the best care possible. Clapp
has gone above and beyond to help with hotel forecasting
and inventory balancing. Clapp’s take-charge attitude and
problem-solving skills make it easy for him to solve issues with
little guest impact in order to keep the hotel competitive. His
positive attitude is a morale builder, and he is willing to help in
any situation and any department.
Holiday Inn Dayton/Fairborn, Ohio, a.m. McKenna’s server
Beverly Guillen can always be counted on to get the job done
with a smile. An example of a great associate, the AOY always
goes above and beyond for guests as well as her co-workers.
In 2012, Guillen assumed additional leadership
responsibilities in the department. Donna Walz, a.m. dining
room supervisor, is thankful to have Guillen on her team and
shares: “Bev is a great employee whom everyone loves. She is a
definite asset to the hotel and this company.”
Stands out in a crowd
Hope Clark
Inspectress Hope Clark from Homewood Suites Dayton/
Fairborn, Ohio, is an associate who stands out in a crowd and
is a caring and compassionate individual. When executive
housekeeper Tianna Malensek is off, the AOY runs the
department with professionalism, and the entire team respects
her to the highest degree. Every day, she brings an air of
freshness and lives the pledge. Clark is a natural leader and role
model. She shares: “I love my job and everyone with whom I
work. I can’t think of a better place to be.”
Helps everywhere
Well respected
Cook Jose Moreno from Marriott Suites on Sand Key,
Clearwater Beach, Fla., was the March 2012 Associate of the
Month. Jason Orchard, executive chef, cannot say enough about
the back-of-house AOY: “Jose is a pleasure to work with. He is
well respected by the management team as well as his peers. He
always has a smile on his face and is willing to do whatever it
takes to assist his team and to provide an exceptional product/
service to our guests. He is truly an asset.”
Morale builder
Can always be counted on
Puts the guest first
Marriott Columbus-Airport, Ohio, maintenance technician
Andrew “A.J.” Strzelecki shares: “I live the Mission Statement
by always putting the guest first. I put on a smile and do
anything for the guest.” Maintenance supervisor Dan Wilgus
shares: “Andrew is always cordial to guests, and he rearranges
his own schedule to make sure the maintenance team has
coverage.” The AOY is a hard worker who will do anything for
the hotel and the team.
Gina Simmons, room attendant/inspectress at Marriott
Cincinnati-Northeast, is an asset due to her tenure and position
inspecting guest rooms. The AOY assists with the training
of new managers as well as the training of all housekeeping
associates. According to executive housekeeper Mikki Fassler,
Simmons is the “most productive human on Earth.” She is
able to open the house, close the house, inspect rooms, work in
laundry and assist in public space all day.
Her knowledge and experience are invaluable each day but
especially during inspection time. During last year’s Marriott
QA, the executive housekeeper was out on family leave,
and Simmons stepped up to facilitate the inspection. Her
knowledge and passion for excellence were critical.
Positive attitude
Always smiling
Rooms AOY Zach Julson, bellperson/van driver at Radisson
Hotel Lansing, Mich., started working in the valet department in
February 2012 and has occasionally assisted in the maintenance
department. Always smiling, guests and fellow associates
appreciate his friendly demeanor and willingness to help at any
time. Julson says: “I love working here, because I get to spend
time with a great group of co-workers in the valet department. I
work in a hotel that has beautiful surroundings, and I enjoy the
satisfaction of being able to provide timely and helpful service.”
Room attendant Angela Vaughn at Holiday Inn CincinnatiRiverfront, Covington, Ky., is a true team player. HR manager
Deedra Kellerman describes the AOY: “Angela is a person you
can count on to always be at work. A true team player, she
is always willing to come in and help if needed. Angela has a
‘whatever it takes’ attitude and walks the walk every day and
never hesitates to jump in where needed. Angela communicates
well with our guests and has great problem-resolution skills.”
‘Most productive human on Earth’
Positive presence
Back-of-house AOY Howard Stubbs, kitchen utility at
Doubletree Hotel Dearborn, Mich., is always willing to help, and
his upbeat, contagious attitude positively affects others. Stubbs
also helps ensure the break room food is ready on time and then
returned to the kitchen. He is instrumental with mentoring the
hotel’s high school interns and takes time to teach them new
things. Stubbs shares: “You have to enjoy what you do. That way
we can take care of our customers and each other.”
Marriott Suites on Sand Key, Clearwater Beach, Fla., dining
room attendant Elmer Bustamante was the November 2012
Associate of the Month. AGM Renee Potoczny praises the frontof-house AOY: “Elmer is an all-around great associate. He
never complains, always has a smile on his face and has proven
himself to be an invaluable player in our a.m. dining operation.
He never gets frazzled regardless of how busy it may be and is
always willing to help whenever and wherever needed.”
Nelson Posey
Marriott Birmingham, Ala., p.m. maintenance technician
Nelson Posey is the definition of multi-functioning. “Nelson
deserves this recognition because he helps out everywhere,”
says Patrick Mercier, maintenance supervisor. At night, the
AOY may have a list of maintenance work, but he will also get
called to help in banquets, deliver a fridge to a room and help
guests with luggage. Yet, he still completes his original tasks.
Well-respected by all departments, Posey has a quick smile and
is the first to help.
Golden rule
Jennifer Landrum
6
WHI Focus
Recognition 2012-13
GSR Jennifer Landrum, front-of-house AOY at Marriott
Dallas/Fort Worth Airport-South, excels at the basics by being
empathetic to guests’ situations. “I treat guests as I would
want to be treated if I were staying in an unfamiliar city at an
unfamiliar hotel,” she shares.
2012 Associates of the Year
Go-to person
Works everywhere
Banquet server Jamie Landers at Embassy Suites Lexington,
Ky., exemplified the Mission Statement this past year. Not only
is the AOY great with guests, but she helps in nearly every
department. Landers is the go-to person and rises as a leader
when her supervisors are busy or off.
Legendary
DoubleTree Suites by Hilton Cincinnati-Blue Ash line cook
Jeff Hyle is a very important part of the culinary department’s
success. Hyle’s commitment to creating exceptional food and
his desire to exceed guests’ expectations are two of the many
reasons he was named AOY. Hyle is passionate about his food
and even visits the dining room for guest feedback. One guest
even called him “legendary” when Hyle asked about his steak.
“It is nice to be recognized for my hard work and dedication
over the year and being able to provide exceptional customer
service and experiences for our guests,” Hyle shares.
Banquet houseperson/server Steve Vasko at Marriott
Pittsburgh-North was the only associate to work in every
department in 2012. The most impressive part, however, is
that no matter where the AOY works, the quality is always
top-notch. He has volunteered as a utility, housekeeping
houseperson, cook, bellperson and dining room server
and has assisted in maintenance. During the opening of
Courtyard Pittsburgh North-Cranberry Woods, Vasko was
called on to assist with nearly everything, from culinary to
housekeeping.
Jamie Landers
Puts everyone at ease
Night auditor Isiah Dobson at Renaissance Hotel
Indianapolis-North is considered more than just a night
auditor; he is a third-shift hotel manager. With comfort
and confidence, the AOY makes crucial decisions regarding
guests and internal hotel operations. It’s not unusual for
hotel managers to arrive at work and see a report of a
crisis that was averted by Dobson. He takes care of many
situations, including customer satisfaction, hotel security,
financial management and scheduling changes due to overnight call-offs.
Hotel management and guests cannot say enough about
Dobson. “I sleep better at night knowing Isiah is at the
hotel,” GM Paul O’Connor says. “It says a lot about a night
auditor when the entire management team votes for him to
be Associate of the Year, despite the fact that none of them
are at the hotel when Isiah is working,” HR manager Erin
Hulsey shares.
Marriott Cleveland-East bartender Michael Smith is
committed to the Mission Statement, Service Pledge and
100 percent guest satisfaction. The F&B AOY has adopted
the “every guest, every day” mentality and gives each
guest a personalized experience. Not only does he excel in
guest satisfaction, he also contributes to a positive work
environment, challenges himself daily to exceed forecasted
revenues, works diligently to ensure his work area and
equipment are in perfect condition and acts as a salesperson
for the hotel.
Jeff Hyle
Matthew Furst, maintenance technician at Marriott
Cleveland-East, is guest- and associate-focused. “Matt
keeps our Mission Statement and company’s vision at the
heart of everything he does,” maintenance supervisor Mike
Gorski says. The rooms AOY is the go-to associate for guest
technical issues in the evening staff. After assisting guests, he
will help carry luggage to their rooms. With a smile always
on his face, Furst increases GSS scores by leaving chocolate
and a hand-written note in a guest’s room while working on
maintenance.
Yvonne Askew
Always looking for improvements
Residence Inn Cincinnati-Downtown valet attendant David
Hyden’s comprehension of work responsibilities and positive
attitude add value to the team. The AOY constantly looks for
ways to improve the hotel, from purchasing special tools to
valet radio selections. He also adds a special touch to guest
interactions. Hyden once requested that the culinary team
make a very hungry guest a sandwich despite the dining room
being closed. HR manager Carissa Parnitzke shares: “The
guest was very excited and pleased with our commitment to
service. That is just one example of David going above and
beyond.” Hyden was the May 2012 Associate of the Month.
Marriott at Renaissance Park, Spartanburg, SC’s, climb to
No. 1 in the company for a.m. dining room service was due
to the dedication that a.m. dining room server Samantha
Padgett and the rest of the morning dining room team
demonstrate. “If we could place a picture alongside the
dictionary definition of ‘friendly,’ it would be of Samantha,”
HR manager Kathy Rollins shares. The AOY delights guests
and inspires her co-workers. “I live the Mission Statement
by making sure each customer has the opportunity to
experience the best we have to offer,” Padgett shares.
Isiah Dobson
Padgett (L) &
GM Mike Nelson
Holding others to high standards
Kelsey Beckenhaupt
Housekeeping inspectress Dana Hoey at Marriott
at Renaissance Park, Spartanburg, SC, consistently
demonstrates her commitment to product quality. The AOY
holds her staff to the highest standards to ensure each guest
has a great room. The room overall score improved by more
than 100 ranking positions and finished the year in the Top
100 for the brand. “I live the Mission Statement by treating
everyone with respect and making sure that my guests are
my No. 1 priority,” Hoey shares.
A sure thing
Marriott Hartford/Windsor Airport, Conn., banquet
server Kevin Barrett has always been the most accountable
associate. Each department has benefited from the AOY’s
flexibility and willingness to help. He is the “go-to” associate
and has even sacrificed holidays to give others time off. With
a hospitable personality, guests enjoy having Barrett take
care of their functions, and the concierge lounge and dining
room also benefit from his expertise. Banquet manager Kam
Saleh says: “I cannot count how many times I have asked
Kevin to fill in for myself and other department managers,
and I can’t remember him ever refusing. He epitomizes the
saying ‘a sure thing.’”
Heath (L) &
GM Lance Misner
Hoey (R) &
GM Mike Nelson
Kevin Barrett
Takes initiative
David Hyden
Always happy
Room attendant Paula Cruz-Munoz at Marriott PittsburghNorth is a pleasure with whom to work. The AOY has a great
attitude and is always happy no matter how tough the day
is. “If we are busy and need someone to stay or come in on
their day off, Paula is one of the first to volunteer,” executive
housekeeper Joe Konyak says. Cruz-Munoz also is a two-time
Associate of the Month.
Furst (L)
Didier
& GM Kenny
Friendliness counts
Thought of highly
Linda Heath, a.m. concierge at Marriott Chicago-Northwest,
soars in GSS quality of service, goes above and beyond to
accommodate her guests and is highly thought of by them.
One guest, Mr. Becker, noted: “The concierge lounge at
Chicago Marriott Northwest is the best of any in the country
I have visited – bar none.” Anne Smith, RCG supervisor, also
praises the AOY: “Linda is a hard worker and requires no
supervision to get the job done. She is an asset to our team.”
Smith ,
GM Kenny Didie(L)
r&
Smith’s daughter
Focused on everything
Makes a positive impression
GSR Kelsey Beckenhaupt at Marriott Cincinnati-North
does a fantastic job taking care of guests. Managers describe
the AOY as “always willing to learn,” “never lets a guest go
unsatisfied” and “a true team player who goes above and
beyond and has a great work ethic.” Beckenhaupt was hired
this past year and has made a positive impression on guests,
associates and managers.
ko
Benefits guests and hotel
Heart is in it
Yvonne Askew, lobby attendant/room attendant at Marriott
Cincinnati-Airport, Hebron, Ky., has been an anchor in the
housekeeping department for 10 years. The AOY is a dedicated
associate who works hard to maintain her areas. Askew is
willing and eager to learn and assumes new responsibilities
daily. She is even trained to open the department and inspect
rooms when needed. Ruth Krohman, executive housekeeper,
states: “Yvonne’s heart is in her position. She loves to detail
things and cares so much.”
Steve Vas
Paula Cruz-Munoz
The “can-do” attitude and determination of GSR and
banquet server Maria Villanueva at Marriott Austin-North
at Round Rock, Texas, are second to none. The AOY’s
excellent service skills started at the front office and have
also benefited banquets, the dining room, night audit and
any area of the hotel that presents an opportunity for her to
make a positive impact. “Her willingness and versatility have
allowed her to positively impact the entire hotel in 2012. She
is a great example to the entire team,” GM Kyle Covington
shares.
Villanueva says: “I try to excel by simply doing what is
expected of me. I usually don’t wait to be told what to do. I
try to take initiative any chance I get.”
Handles anything
Marriott Chicago-Northwest room attendant/lobby
attendant Yadira Gonzalez has a passion for taking care of
guests as quickly and pleasantly as possible. The AOY is
happy to help whenever and wherever she can.
Honors every guest
Nathan Bryant, maintenance technician and back-of-house
AOY at Marriott Dallas/Fort Worth Airport-South, shares: “An
example of how I satisfy every customer every day is by always
going above and beyond to make sure every guest is happy and
comfortable while staying with us.”
Nathan Bryan
t
Villanueva (L) &
GM Kyle Covington
Recognition 2012-13
Gonzalez (R) &
GM Lance Mis
ner
WHI Focus
7
20 1 2 s up e r v i s o r s o f t h e Y eaR
Supervisors of the Year (SOY) are selected annually at many WHI-managed properties. They are the
“best of the best” and selected for their dedication to demonstrating leadership, providing maximum
customer satisfaction and increasing revenue.
GM Rick
Dunla
and Mase p (L)
ngale
Sales superstar
High achiever
Candace Masengale, director of sales and SOY at Embassy Suites
Williamsburg, Va., has been instrumental in pushing the hotel to
higher sales every year since joining the team. Clients love her
because she is attentive and detail-oriented. Masengale praises
co-workers’ sales efforts and teaches them sales techniques. She
knows the key to success is working together as a team.
“Candace has been a superstar for this hotel in helping us to
maintain our current clientele, and her great rapport with everyone continually brings in more business,” GM Rick Dunlap says.
Marriott Birmingham, Ala., has named executive chef Scott
Berg SOY. Berg has achieved 102 percent of his goal for Quality
of Food Overall in GSS, 104 percent of his goal for Quality of
Food Overall in ESS, 107.3 percent of his goal in his Q12 rating,
100 percent of his goal in associate evaluations and department
meetings, 100 percent ratings on his Life-Safety evaluation,
METS Evaluation and Marriott QA rating (food safety). He also
achieved 103 percent of his goal for food cost and PI in 2012.
Focused on customers
Guest service supervisor Megan Marshall has been named
SOY at Doubletree Hotel Dearborn, Mich. Marshall consistently performs well and exceeds her goals. For the past three
years, she has scored a five on the Q12 Associate Opinion survey. Marshall keeps her team customer-focused and challenges
them to go above and beyond in every customer interaction.
Marshall says: “I am only as strong as my team. I want to always
ensure they have what they need from me to make them successful.”
l
Megan Marshal
Will Watson
Willingness to help
Valet manager William Watson has been named the associates’ choice SOY at Radisson Hotel Lansing, Mich., for his willingness to help in the dining room, banquet, valet and other
areas in the hotel. He was nominated because of his easygoing
demeanor and knowledge in food & beverage serving. Watson
joined the hotel as an a.m. dining room server in 2011 and was
promoted to a.m. dining room supervisor in 2012. When the
valet manager position became vacant, Watson was quick to
express his interest in managing a rooms’ function.
Watson explains: “I love working for an employer that provides
stability and is committed to hiring and developing engaged
employees. Every work day is a new challenge, and I love having
the opportunity to do something new and different each day.”
Helping wherever needed
Bookkeeper Bill Drake is the managers’ choice SOY at
Radisson Hotel Lansing, Mich. He can always be counted on to
help other departments, from parking cars to seating guests in
the dining room or working at the front desk. Drake started at
the hotel as a GSR in 2010 and was promoted to bookkeeper
three months later.
Drake says: “I enjoy working with such a great team of managers who are dedicated to customer satisfaction. It’s nice to be
recognized by my peers.”
Bill Drake
Service with a smile
le
Savannah Keeb
Savannah Keeble is SOY at Marriott Suites on Sand Key,
Clearwater Beach, Fla. Keeble joined the hotel as recreation
director in 2010 and was promoted to pool deck operations
manager three months later. She has been cross-utilized in
dining and front desk operations. Keeble received Supervisor
of the Quarter in Q2 2012 and Q3 2010.
GM Philippe Eversdijk says: “Savannah is a supervisor who
can be counted on whenever and wherever needed. Although she
oversees an area which can be very demanding, she never hesitates to jump in and help other areas. She frequently receives
accolades from our guests and is respected by our team.”
Living the Mission Statement
Ohio University Inn & Conference Center, Athens, Ohio, has
named Darby Kurtz SOY. Kurtz joined the hotel in 2011 and
was promoted to p.m. guest service supervisor in 2012.
HR manager Nicole Franz says: “Darby lives the Mission
Statement and ensures that her staff does the same. She has
been a great addition to the management staff and the hotel.”
Darby Kurtz
Rare passion
Stacy Hundt, executive housekeeper at Marriott ColumbusNorthwest, Ohio, has been named SOY. Hundt is willing to put
in any effort to achieve results. She also truly cares about guests
and co-workers.
GM Nick Moschetti says: “It is incredibly rare to find the passion that Stacy has. Regardless of staffing changes, business level
increases, power outages or other adverse situations, Stacy’s
expectations don’t change, nor do her department’s results. She
embodies the Mission Statement every day and is a true asset to
this hotel.”
Stacy Hundt
Helping others
a
Louie Orteg
Louie Ortega, sous-chef at Holiday Inn Dayton/Fairborn,
Ohio, has been named SOY. Ortega joined the hotel in July
2011 and is an all-around great manager. He is a hard-working
leader and teacher.
HR manager Jacque Evrard says: “Louie loves his job, but his
favorite part is working with other culinary members to help
them get better.”
Problem preventer and solver
Hogg (L) and
GM Chris Covert
8
WHI Focus
Marriott Dallas/Fort Worth Airport-South METS supervisor
Terry Hogg encourages staff by providing a positive work environment and leading by example. When issues arise, the SOY
springs into action and remembers the saying, “Overwhelm the
guest with service, so they will want to have a problem during
their next stay.”
Recognition 2012-13
Scott Berg
Living the pledge
Kelly May, assistant banquet manager at Embassy Suites
Lexington, Ky., says: “Banquet manager Jason Faulkner’s No. 1
priority is our guests’ experience. His actions and policies are
consistent with the company’s. He treats us all with respect and
guides us in a way that allows us to do our best.”
Faulkner joined the hotel in 2002 as assistant banquet manager and has been named SOY for the past two years. He is a manager to whom others go for advice and guidance. Everyone counts
on Faulkner to provide excellent guest satisfaction, achieve consistent SALT results and treat everyone with respect. He has had
the highest Q12 scores in the hotel for the past four years.
Jason Faulkner
Taking care of guests
Assistant executive housekeeper Annamarie Gardner was
selected as SOY at Marriott Cincinnati-North. She has been at the
hotel for almost two years.
Comments overheard about Gardner by her peers include: “She
always stays flexible to help everyone and every department;”
“She loves this hotel and does whatever needs to be done to
take care of our guests;” “She is a positive influence to the staff,
because she is always upbeat and has a great attitude;” and “She
is a rock star and gives 110 percent to her job. She steps up to the
plate no matter the task.”
Annamarie Gard
ner
Glad to be back
Executive chef Meredith Wilde is SOY at Marriott ChicagoNorthwest. She joined the hotel in 2003 as an a.m. server and was
promoted to sous-chef in 2005. Wilde opened Renaissance Hotel
Indianapolis-North as sous-chef before returning to Marriott
Chicago in 2011.
HR manager Katie Clark states: “Meredith did a great job this year
rolling out a new menu, which included menu specs, presentation,
programming micros and training the F&B and front desk teams.”
GM Lance Misner
(L)
& Wilde
Successful return to the kitchen
The staff enjoys working with and learning from Nick Saxon,
sous-chef and SOY at Marriott Pittsburgh-North. Saxon makes
an effort to help others learn and grow. He was a cook’s helper in
2003 when the hotel opened and rejoined in 2011 as sous-chef.
“Why do it twice when you can do it right the first time?”
Saxon says.
Leading the charge
Mark Racz, banquet manager and SOY at Marriott ClevelandEast, led the charge in moving the ESS needle from No. 121 in
the brand in 2011 to No. 12 in 2012.
GM Kenny Didier says: “Mark has done an outstanding job this
year by living the Mission Statement and embracing the Service
Pledge. He is a very valuable team member.”
Nick Saxon
A dedicated leader
Bookkeeper Mika Carpenter has been named SOY at Marriott
at Renaissance Park, Spartanburg, SC. Her dedication and leadership resulted in significant improvements in the accounting
department and to the hotel’s first successful WHI QA audit.
Carpenter says: “I have had the pleasure of watching the team
grow into a cooperative body, and I’m absolutely thrilled about what
lies ahead for 2013.”
Racz (L) and
GM Kenny Didier
Improving productivity
Monica Jacobs, guest service supervisor and SOY at Marriott
Cincinnati-Northeast, has been promoted three times in two-anda-half years. She was the AYS agent for a desk team ranked No. 1
in problem resolution. Under Jacobs’ leadership, the front desk
improved productivity by 10 percent, earned Top 10 percent service scores and excelled in HR and METS disciplines. Jacobs will
be leading the p.m. desk after producing tremendous results in
the a.m. She aspires to develop into an executive leadership role
with WHI.
Carpenter (L) &
GM Mike Nelson
Embodies service
Guest service supervisor Sue Kunz has 12 years’ worth of
experience of positively impacting guests and associates at
Marriott Austin-North at Round Rock, Texas. But the SOY’s
internal drive to create truly memorable and exceptional
experiences is what sets her apart. GM Kyle Covington shares,
“Sue lives our pledge and our Mission Statement and leads by
example for all to see.”
Monica Jacobs
Kunz (L) &
vington
GM Kyle Co
2 01 2 M i l e s t o n e Y e ars o f S e r v i c e
Positive outlook
Multi-talented
Michael Gibson, lobby/public
space attendant at Radisson
Hotel Lansing, Mich., celebrates
five years of service with WHI. “I
demonstrate the WHI values by
delivering items like extra towels,
refrigerators and microwaves so
guests feel at home while they’re
away from home.”
Danette Hoover, assistant executive housekeeper at Holiday Inn
Dayton/Fairborn, Ohio, celebrates
five years with WHI. “I was hired as
a room attendant and through hard
work and dedication, I have taken
on leadership roles in the hotel
Danette Hoover
such as trainer and inspectress and
have been recognized as Associate of the Month.”
Michael Gibson
Valued associate
Service is key
Radisson Hotel Lansing, Mich.,
maintenance technician Kevin
Gordon has been with WHI for
five years. Gordon began his
tenure as a bellperson/van driver
until he was promoted to his current position in 2011. A two-time
Associate of the Year, he has also
been recognized as the “Yes I
Can!” employee of the year.
Five-year associate Jenise
Rivello, bartender at Holiday Inn
Dayton/Fairborn, Ohio, has been
named Associate of the Month
and Co-Associate of the Year during her tenure.
Enjoys every minute
Kevin Gordon
Driving success
Valet/p.m. van driver Liisa
Haataja has been part of the
WHI family for five years. As
an overnight employee, Haataja
enthusiastically greets each guest
at Radisson Hotel Lansing, Mich.
In a guest’s words, exhausted after
a long nighttime ride, “You would
never know it was the middle of
the night.”
Liisa Haataja
Jason Hoyland, bellperson/van
driver at Radisson Hotel Lansing,
Mich., celebrates five years.
Jason Hoyland
Creative pride
A five-year associate, room
attendant Rosario Condo is proud
to be a part of the WHI team
at Homewood Suites Dayton/
Fairborn, Ohio.
Brian Wipprecht
Decade of greatness
Tara Corbitt
Mohamud Mohamud
Left to right:
Assistant executive
housekeeper April
Showes, maintenance
technician Tom Dwyer,
cook Keith Conrad and
room attendant Tihonia
Robb celebrate five years
of service at Holiday Inn
Cincinnati-Riverfront,
Covington, Ky.
Embassy Suites Lexington, Ky.,
associates Michelle Gloster and
Rosario Condo
Sybil Sidney each celebrate five
years of service.
Along with her daily duties as
a room attendant, Gloster trains
and mentors new associates.
“When guests tell me that they
love visiting our hotel and have
enjoyed their stay, it tells me that
we, as employees, are doing our
Michelle Gloster (L)
job right,” Gloster says. “Focus on
and Sybil Sidney
what you can do verses what you
can’t do. Go the extra mile to serve guests.”
Sidney, a laundry attendant, also trains and mentors
new associates on top of her daily routine of inspecting
rooms and maintaining the public space. To her, giving
100 percent is the only option.
“One time a guest misplaced a wedding ring. As we
looked for the ring, I took time to ask questions and
get to know the guest – to help calm her down and be
courteous,” Sidney comments. “The guest shared some
of her favorite engagement moments with me and we
made a personal connection. We found the ring and
both had a great story to tell afterwards.”
Each guest feels special
Serving with a smile
Kevin Jones
Dedicated service
Bhagwati Phuloria, room
attendant at Marriott ColumbusNorthwest, Ohio, celebrates five
years.
Jackie Ralston
Scott Scheidemantle
20/10
Francetta Hall, public space
attendant at DoubleTree Suites by
Hilton Cincinnati-Blue Ash, celebrates five years. Hall began her
tenure as a room attendant and has
assisted the hotel on many fronts,
including in the laundry, kitchen
Francetta Hall
and banquet departments.
“As a public attendant, it is very important to follow
the ‘20/10 Rule,’” Hall says. “I try to make eye contact
with guests when they are 20 feet away and greet them
at 10 feet. It makes them feel welcome and adds a personal touch to our service.”
Maria Madera, banquet server
at DoubleTree Suites by Hilton
Cincinnati-Blue Ash, celebrates five
years of service. Madera’s commitment to WHI extends beyond her
typical role. While holding another
full-time job, she has assisted as a
banquet server, bartender and dinMaria Madera
ing room server.
In one instance, Madera helped a diabetic guest in
need of medical attention: “I noticed a guest staggering
around and looking very confused,” Madera shares. “I
assisted him and informed a manager for further help.
We were able to get the guest the attention he needed.
If I would have ignored the signs, the results could
have been much different.”
Recipe for success
Proud associate
Alonzo Brown
Celebrating the big five
Kevin Jones, cook/bartender at Holiday Inn CincinnatiRiverfront, Covington, Ky., celebrates five years of service.
Xuri Wang
Homewood Suites Dayton/
Fairborn, Ohio, GM Brian
Wipprecht celebrates five years of
service.
Cooking up success
Mohamud Mohamud, cook’s
helper at Marriott ColumbusAirport, Ohio, celebrates five
years. Starting as a kitchen utility, Mohamud has previously
won Associate of the Month and
Associate of the Year.
Ty Cates
Superior service
Lasting impressions
Tara Corbitt, GSR at Marriott
Columbus-Airport, Ohio, celebrates five years. “My proudest
moment was when our front desk
team was able to make a distressed
passenger feel safe and secure. She
even opts to stay at our hotel when
she has to use the Columbus
airport.”
Room attendant Xuri Wang celebrates five years with Holiday Inn
Dayton/Fairborn, Ohio. A former
Associate of the Month, Wang
always puts the guests’ safety and
comfort first.
Jimmy Hendricks
Does it all
Guests first
Successful five
A five-year associate, Marriott
Columbus-Airport, Ohio, line
cook Alonzo Brown takes pride
in his creations. “I take pleasure
in producing a quality product for
our guests. I have received several letters over the past five years
complimenting the food quality.”
Ty Cates, banquet server/setup/
bartender at Holiday Inn Dayton/
Fairborn, Ohio, has enjoyed
five years with WHI. A two-time
Associate of the Month, Cates
thanks his superiors for the experience he’s gained.
“WHI has allowed me to learn
many different skill sets,” Cates
shares. “As I’ve gained experience,
I’ve become more efficient in my
service and professional development.”
Jenise Rivello
Continued from Pages 4 and 5
DoubleTree Suites by Hilton
Cincinnati-Blue Ash banquet
server Lisa Edington has been
with WHI for five years. A previous Associate of the Month,
Edington tries to make each guest
feel special.
“I try to make notes about our
Lisa Edington
frequent guests’ preferences,”
Edington says. “I do it to make them feel more at
home. In addition, I try to address the guests by name
whenever possible. Creating a personal connection
goes a long way.”
Sous-chef Chris Marck, a
DoubleTree Suites by Hilton
Cincinnati-Blue Ash five-year associate, joined WHI as a line cook.
While serving the hotel, Marck’s
department has won awards for
Best Entrée, Best Appetizer and
Best Dessert at The Taste of Blue
Chris Marck
Ash festival.
“I always pay special attention
to guests attending a banquet who may have a food
allergy,” Marck says. “Last-minute adjustments are
inevitable, and we take pleasure in preparing a special
meal for those guests.”
Award-winning service
Ricky Terry, maintenance technician at DoubleTree Suites by
Hilton Cincinnati-Blue Ash, is
a five-year WHI associate. Terry
has been nominated for a ROSE
Award and is a past Associate of the
Month.
“Instead of pointing out direcRicky Terry
tions to guests, I take time to escort
them to their destinations,” Terry says. “It’s one way we
can make a connection to ensure satisfaction.”
High-fives for service
Marriott Cleveland-East celebrates its five-year WHI associates:
Jennifer Medina, a.m. guest service supervisor, has served WHI
in many roles, including stints as
a sales coordinator and guest service supervisor. Medina has also
been a ROSE Award and Marriott
Jennifer Medina
EDGE Award nominee. “Going the
extra mile and making guests feel
at home is what we strive for on a
daily basis,” Medina adds.
HR manager Michael Bosch lives
the WHI Mission Statement. In
2012, Bosch was presented with
the El Barrio Amistad Award for
helping area immigrants and refuMichael Bosch
gees find employment and become
accustomed to the Cleveland area.
“I take pride in making myself available to each new
HR manager in the WHI family,” Bosch adds. “It’s our
ability to come together as a staff and a company that
makes us great.”
Continued on Page 10
Bhagwati Phuloria
Recognition 2012-13
WHI Focus
9
Continued from Pages 4, 5 & 9
Y e ars - o f - S e r v i c e A n n i v e rsar i e s
OFF TO A GREAT START
Ready for the future
Marriott Cleveland-East banquet setup associate
Rusty Hall celebrates five years of service with WHI.
Hall began his tenure as a housekeeping utility
associate:
“I’m honored to have served five years with such a
great company,” Hall says. “I’m excited to see what
the future has in store for me and the WHI family.
For me, it’s all about stability and growth, and both
parties are moving in the right direction.”
Rusty Hall
The magician
Corrine Stewart, laundry attendant at Residence Inn
Cincinnati-Downtown, has been with WHI for five years.
Stewart began her tenure at Holiday Inn CincinnatiRiverfront, Covington, Ky., and is known as “the magician” by her fellow associates.
“I truly value the family of friends and co-workers I
have established during my tenure with WHI,” Stewart
shares. “It’s great to come to work, have fun and know
you’re making a difference in your guests’ stay.”
Corrine Stewart
Team of success
Marriott Cincinnati-Airport,
Hebron, Ky., maintenance technician
Christopher Brake, laundry attendant Deborah Burns, room attendants Tiulipe Launoa and Mildred
Yisrael and banquet server Terry
Sutton celebrate five years of service.
Time to celebrate
From left to right: Banquet server
Adriana Gonzalez, bellperson/driver
Francis Doyle and sales assistant
Candi Christie celebrate five years at
Marriott Dallas/Fort Worth AirportSouth.
Residence Inn Winston-Salem has
been managed by WHI since November
2011. The newly renovated Generation 1
Residence Inn is located within close
proximity of Wake Forest University in
historic Winston-Salem, NC. GM Zac
Middleton says: “The hotel is off to a
great start in 2013, living the pledge
with endless enthusiasm and earning
a spot within the Top 25 percent of the
brand in overall guest satisfaction.”
WHI’s Focus Correspondent
Recognition Program
Michael Bosch wins Focus Correspondent Award of Excellence
HR manager Michael Bosch has been recognized for his contributions to the Focus
Newsletter on behalf of Marriott Cleveland-East. Bosch ensures Marriott Cleveland East’s
events, accomplishments, community involvement and associate news are consistently
featured.
“Not only does Michael, time and again, provide news on behalf of
Marriott Cleveland East, but he provides high quality submissions that
are second to none,” Dave Gordon, VP-HR says. “Thank you, Michael,
for all of your hard work to ensure your hotel and its associates are
recognized.”
The Focus Correspondent Recognition Program recognizes the
outstanding effort put forth by these hotel ambassadors.
Other finalists:
Michael Bosch
Katie Clark, Marriott Chicago-Northwest
Sandy Deanna, Doubletree Hotel Dearborn, Mich.
Jacque Evrard, Holiday Inn Dayton/Fairborn, Ohio
Chrystal Lasko, Marriott Columbus-Northwest, Ohio
JoAnn Masi, Marriott Hartford/Windsor Airport, Conn.
Lorraine Sanz, Marriott Cincinnati-Airport, Hebron, Ky.
A W ARD S
Business of the Year
Service Champion Awards
At the Hoffman Estates Chamber of Commerce’s annual
Celebration of Excellence, Marriott Chicago-Northwest
received the “Business of the Year” award. Residents were
invited to vote for their favorite nominees online. There were
a total of nearly 700 votes.
“GM Lance Misner and the team are involved with the
community and have certainly been recognized for their
efforts,” says Greg Horeth, regional vice president.
Marriott Columbus-Airport, Ohio, presented 10 Service
Champion Awards to associates at the annual awards
gathering. Award winners demonstrated that they excel at
executing the Mission Statement and the Marriott Genuine
Care Service. Winners include: Great Impressions Award,
Eric Bland, line cook; In the Know Award, Benny White
III, bell captain; Personalize Award, Gretchen Conlon,
bartender; Difference Maker Award, Jane Xing, a.m. dining
room hostess; Passion for Service Award, Sheri Fleig,
banquet server; Problem Solver Award, Marquist Staples,
banquet setup attendant; Teamwork Award, Sonia Brown,
housekeeping utility associate; Genuine Care Award, Ribeka
Bezu, room attendant; Marriott Pride Award, Vicky Evans,
GSR; Can Do Award, maintenance team; and Relationship
Builder, Sherlene Parker, a.m. concierge.
Peak performer
Embassy Suites Williamsburg, Va., received the 2012
Hilton HHonors Peak Performers award for Recognition in
the Embassy Suites brand. The award recognizes the No. 1
performing hotels for outstanding achievement in support of
the HHonors program. Awards are given based on property
rankings tracked by the HHonors Every Guest Initiative. The
Recognition category winner was calculated using “Welcomed
as an HHonors Member” scores in SALT. The hotel also won
the “Recognize Our Members” award from Hilton HHonors
all four quarters of 2012.
GM Rick Dunlap states: “Our associates’ commitment to
excellent customer service is the root to the success achieved
at our hotel. We provide personalized service and recognition
to all guests. When we add the benefit of being a Hilton
HHonors Member, it’s a recipe for success.”
Rookie Eagle award
Andy Albers, kitchen utility associate
at Ohio University Inn & Conference
Center, Athens, Ohio, received the
Rookie Eagle award at the associate
awards banquet. Albers is a hard worker
who puts everything he has into what
he does. He always comes to work with
a smile on his face and has a willingness
to help others.
Andy Albers
Radisson renovation
Radisson Hotel Lansing, Mich., has received the Radisson
Renovation Award for 2012. GM Bryan Johnson and
regional VP Greg Horeth will accept the award at the Full
Service Brands Business Conference. The award recognizes
hotels that demonstrate a strong commitment to product
improvement and enhancing the guest experience.
10
WHI Focus
Recognition 2012-13
BREAKFAST WITH SANTA
Embassy Suites Lexington, Ky., hosted the annual
Breakfast with Santa on December 15 with more
than 200 people in attendance. The goal was to help
raise $2,000 for the Daniel’s Care program, part of
the Children’s Hospice of the Bluegrass. Several local
businesses donated to the silent auction, and two
autographed basketballs (one by the University of
Kentucky 1996 championship team and one by Coach
John Calipari) were raffle prizes. The hotel raised more
than $3,100.
Recognition 2012-13 Vol. 29, No.2
Winegardner & Hammons, Inc.
4243 Hunt Road
Cincinnati, OH 45242
513/891-1066
www.whihotels.com
Publisher
Kent Bruggeman, WHI Senior VP of
Operations & Human Resources
Corporate Editor
Dave Gordon, WHI VP of
Human Resources
Editorial Staff:
Vehr Communications
513-381-8347 (phone)
513-381-8348 (fax)
Darcy Little, editor
Dan Guttridge, writer
Megan Haughney, writer
Jodi Zureick, designer
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© 2013 WHI