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www.whihotels.com
Contents
Vol. 27, No. 1
2-3 Awards
P. 3 Promotions
4-5 Housekeeping Week
Page 2 Awards
6-7Teamwork
P. 8 Community Involvement
Pages 4-5
Housekeeping
Focus is published for the associates at our properties
who continually strive to exceed our customers’ expectations.
Thanks for your efforts and commitment.
WHI welcomes Marriott
at
Awards reflect
commitment to
WHI Mission
Statement
R enaissance P ark -S partanburg , S.C.
WHI’s portfolio has added a touch of historic charm with Marriott at Renaissance
Park-Spartanburg, S.C. Located in the foothills of the Blue Ridge Mountains,
Spartanburg Marriott is WHI’s 28th property and its 14th full-service Marriott.
“We are very excited at the opportunity to add this wonderful hotel to the WHI
family,” states RVP Greg Horeth. “The addition of Spartanburg Marriott reinforces
our commitment to WHI’s Mission Statement and to providing growth opportunities
for all associates. We are thrilled with the many wonderful associates at the hotel who
clearly have adopted our philosophy on taking care of guests. “The addition of Spartanburg Marriott also reinforces WHI’s vision to add hotels
that will further enhance our partnership with the various brands and continue
positioning us for future growth.”
Spartanburg Marriott boasts 30,000 square feet of meeting space, 247 rooms –
including seven suites – and two restaurants. WHI’s team will grow by 140 associates.
GM Akshay Bahl shares: “On behalf of the entire Winegardner & Hammons organization, I wish to extend a warm welcome to all of the Spartanburg Marriott associates. I look forward to working with each and every one of you as we transition the hotel
into the fine family of WHI hotels.” Spartanburg Marriott boasts 30,000
square feet of meeting space, 247 rooms –
including seven suites – and two restaurants.
WHI’s team will grow by 140 associates.
WHI and its hotels are proud
recipients of awards that demonstrate their ability to outperform
the competition and deliver on
the priorities of the WHI Mission
Statement.
WHI has secured Marriott’s
Partnership Circle Award for
the 12th consecutive year. The
Partnership Circle Award is the
highest recognition given by
Marriott to honor franchisees
whose values and operating philosophies are aligned with the brand.
Additional awards include:
WHI Mission Statement 25
I
“You must always
be aware of who
your ‘customers’
are. Then ask yourself, ‘How can I
better serve these
customers?’ Your
response is a commitment not only to
WHI’s mission, but
also to our collective
future.”
– J. Erik Kamfjord,
WHI Chairman and CEO
years strong
ntroduced in 1985, the WHI Mission Statement is the company’s roadmap to success. It embodies
WHI’s priorities and has been the hallmark of all achievements. It reinforces WHI’s chief priority – customer
satisfaction.
When introducing the Mission Statement to associates 25 years ago, Chairman and CEO J. Erik Kamfjord,
WHI president at the time, explained: “You must always be aware of who your ‘customers’ are. Then ask
yourself, ‘How can I better serve these customers?’ Your response is a commitment not only to WHI’s mission,
but also to our collective future.”
WHI’s Executive Committee made a strong personal commitment to the written statement of purpose
25 years ago, and associates have carried out this undertaking every day since.
Many things have changed since that day
25 years ago. Communication among hotels is
steadfast and fluid like never before. And the
methods of interaction with customers are
multiplying daily as new technology brings new
WHI MISSION STATEMENT
opportunities to connect, build relationships and
promote offerings.
“Our mission is to provide, within
Yet the most basic tenet of WHI, this core code
a positive working environment,
of conduct, has remained constant for a quarter
of a century. In 25 years, its importance has not
superior hotel management services for
diminished.
economically viable properties.
In recent years, the hospitality industry has
been transformed by the economic slowdown,
To this end, each of us is responsible
and WHI felt the effects. Business levels were
for providing maximum customer service
declining in 2008, and the foremost experts in
satisfaction by delivering exceptional
hospitality industry forecasting were predicting
services and quality products.
even tougher times ahead. It was a pivotal time
for many businesses; a time to re-evaluate and
By meeting and continually striving
re-position.
to exceed our customers’ expectations,
It was during this time in 2008 that Kamfjord
we will produce the results needed to
met with WHI leadership to develop a strategy
to weather the storm. The team needed to think
satisfy and attract investors and continue
outside of the box to develop cost-savings and
our individual and corporate growth.”
revenue-generating strategies. They needed
to make any and all adjustments necessary to
ensure the future success of the company. Every
business strategy, tactic and process was on the
table and open for discussion. Everything, that is,
The WHI Mission Statement was adopted in 1985 by the
except the WHI Mission Statement.
Executive Committee. Today, it continues to provide direction
The WHI Mission Statement is non-negotiable.
for all associates.
Marriott International has recognized the following WHI hotels:
• Marriott Cincinnati-North:
Customer Excellence-Overall
Customer Excellence-Problem
Resolution
Customer Excellence-Staff
Service
• Marriott Columbus-Northwest,
Ohio:
Customer Excellence-Overall
Customer Excellence-Problem
Experienced
Customer Excellence-Problem
Resolution
Customer Excellence-Staff
Service
• Marriott Cincinnati-Northeast:
Customer Excellence-Problem
Resolution
Customer Excellence-Staff
Service
• Renaissance Hotel
Indianapolis-North:
Service Excellence
• Holiday Inn & Suites
Cincinnati-Eastgate:
InterContinental Hotels Group
2010 Renovation Award
Best Place
to
Work
• Marriott Cincinnati-Northeast:
Best Place to Work,
medium-sized company,
Cincinnati Business Courier
Awards Awards Awards Awards Awards Awards Awards
Third award is a charm
Cynthia Reid, guest service agent at Embassy Suites
Williamsburg, Va., has been named a winner of “Catch Me at My
Best,” Hilton Hotels’ national program that allows guests and coworkers to submit comment cards about stellar employees. This
is Reid’s third time winning the honor.
An associate of Embassy Suites submitted this comment card:
“Cynthia is a shining star and it is impossible to not see the joy
and pride she takes in taking care of her guests. When they walk Cynthia Reid
through those doors she is there with a bright smile and a welcoming hand. We get letters from guests all the time that say they feel like she was
family and that she made their stay one of the best ever. Our return guests seek out
Cynthia because they know she will know the latest great place to shop and eat. She
has made it her business to know as much information about the area so that when a
guest asks she has the answer.”
Achieving excellence times three
Master of all trades
Angela Greenhow, assistant bookkeeper at Embassy Suites
Williamsburg, Va., is a Spirit of Embassy Suites winner. In
addition to her day-to-day duties, Greenhow buses tables, assists
guests, refills breakfast items, lends a hand in the laundry
department and helps cover shifts and lunch breaks at the
front desk.
Greenhow also is instrumental in the success of the Casey
Cares Foundation, a program that provides vacations and family
Angela Greenhow
trips for terminally-ill children. Prior to their visit, Greenhow
receives a list of the children’s hobbies and interests and makes
sure they have a surprise waiting in their rooms when they arrive. She also recruits
volunteers to decorate each room.
“Though she is not always seen by the guests, her impact is great on every department,” shares HR manager Breanna Dill.
Marriott Cincinnati-North received three Customer Excellence Awards from
Marriott International for its performance. The three awards, Staff Service Excellence,
Overall Customer Satisfaction Excellence and Problem Resolution Excellence, are
based on overall satisfaction ratings on guest satisfaction surveys.
“To win three out of five awards available was an outstanding accomplishment for
the whole team,” says GM Jason Kreul. “I give all the credit to the incredible associates who are committed to live the Pledge every day.”
Change is good
InterContinental Hotels Group (IHG) has
selected Holiday Inn & Suites CincinnatiEastgate as a 2010 Renovation Award
winner. This prestigious award is given only
to hotels that merit special recognition for
successfully completing major modernization and renovation programs that update
the quality and image of their properties.
GM Jennifer Porter says: “We were one of 42 hotels across all IHG brands that
won the Renovation Award. We would like to thank the corporate teams of product
management and construction and design, and our team here at the Holiday Inn &
Suites for doing such a great job maintaining the hotel throughout the
renovation process.”
Extra touch, extra mile
Two-time service winner
For the second consecutive year, Renaissance Hotel Indianapolis-North took home
the Service Excellence Award at the Marriott International North America awards banquet.
GM Paul O’Connor is thrilled but not surprised. “We rank in the Top 10 in almost
every category of GSS. We have ROSE winners, STAR winners and Hoosier Hospitality
Award winners, all for serving our guests with outstanding customer service. Everyone
at our hotel is committed to the No. 1 priority of our Mission Statement. I have no
doubt we’ll keep it going.”
Champions of the brand
Renaissance Hotel Indianapolis-North has announced that
Staci Sharp, guest service supervisor, and Erin Hayek,
HR manager, are Guest Experience Mentors (R GEMs) for the
hotel. R GEMs are champions of the Renaissance brand.
“Staci and Erin were chosen because they epitomize the
Renaissance brand,” shares GM Paul O’Connor. “They are
‘discoverers’ at heart, have a passion for the locale, are respected
by their peers and empathetic by nature. Staci and Erin will take
on the role of championing the entire team in ‘R,’ the authentic
Renaissance image.”
Chuck Meyer, night auditor at Marriott
Cincinnati-Airport, Hebron, Ky., was honored
with the Spirit to Serve Award from Marriott
International. Meyer was recognized for his commitment to service excellence and guest satisfaction in a letter to CEO Bill Marriott.
The letter, from consumer Dee Shandera, highlighted Meyer’s encounter with her 94-year-old
father Herbert Stevens. Stevens was traveling
Chuck Meyer (right)
to Cincinnati but was delayed due to inclement
weather. While waiting in the Chicago airport, Stevens asked his daughter to locate a
hotel room that could accommodate his 2 a.m. arrival. Shandera called nine hotels,
but they all had zero vacancy until Meyer answered the phone at the Airport Marriott.
He worked with the daughter to inform Stevens of transportation to the hotel and he
guaranteed a safe arrival for her elderly father.
Shandera called the hotel several times wondering if her father had checked in,
but due to other delays, Stevens didn’t arrive until 4 a.m. In the end, Meyer called
Shandera to let her know her father was safely tucked away in his room. Shandera was
very grateful for Meyer’s kindness.
“We never know how our actions, whether great or small, may make a difference
in the lives of others,” shares Mr. Marriott. “This spirit to serve lies at the heart of
Marriott’s core values and culture.”
Exceeding guests’ expectations
Staci Sharp
Holiday Inn Cincinnati-Airport, Erlanger, Ky., has been awarded the IHG Recovery Award. With more than 3,400 properties in
the Americas region, it is one of only 220 hotels to maintain the
top third guest relations status since rolling out changes in June
2008.
“When you have genuinely caring associates who are empowered to handle any guest’s concern, you see positive results,” says
AGM Charles Mahabir.
Charles Mahabir
Spotless service
Winning delights
Lobby attendant Karen Flores at Doubletree Hotel Dearborn,
Mich., was awarded the Spirit of Care Award from Doubletree
Hotels in September. This award is given to team members who
exceed expectations and make outstanding contributions to
guests and fellow employees.
HR manager Sandra Deanna shares, “Karen works tirelessly to
keep our lobby/commercial areas clean and our guests and associates happy.”
Karen Flores
When Doubletree hosted a social group of more than 700
people over a recent weekend, the commercial and lobby areas
became trashed. But when associates returned to work on Monday, the lobby was spotless. Due to Flores’ hard work, no one would have ever known the area was used by
guests.
This is the first Spirit of Care Award given to any of the hotel’s associates since
becoming a Doubletree brand in 2006.
In September, the culinary team and
various managers at the Holiday Inn
& Suites Cincinnati-Eastgate manned
a booth with specialty menu items at
the Taste of Clermont. The team was
awarded Best Entrée for the blackened
salmon salad and Best Dessert for the
Belgian waffle on a stick.
2
WHI Focus
Winter 2010-11
Awards Awards Awards
Dedicated service recognized
Monica Jacobs, GSR at Marriott Cincinnati-Northeast, has
been recognized by the hotel for her dedicated service and, as a
result, has assumed the role of athletic coordinator. With this
new responsibility, Jacobs will be the direct contact for all athletic team contacts and parents. She is working toward her associate degree in hospitality management at Cincinnati State.
“Monica balances her responsibilities as athletic coordinator
along with her passion as a guest service representative at the
Monica Jacobs
front desk,” share front desk supervisors Gina Robinson and
Kristi Kuhner. “Since she has accepted her new role, we have received a lot compliments and positive feedback from clients regarding the relationships she has built.”
GENERAL MANAGER
Joe White is the new general manager at Marriott
Birmingham, Ala. Most recently, White served as the
general manager at Marriott Detroit Airport where he was
able to positively impact GSS, AOS and financial results. He
began his career at Radisson Plaza Hotel & Suites.
VP-HR Dave Gordon states: “During his tenure as director
of restaurants at the Radisson, Joe’s successful management
of four food & beverage outlets resulted in numerous
Four Diamond ratings and the Radisson President’s Award
designation.”
ASSISTANT GENERAL MANAGER
National honors abound
Marriott Columbus-Northwest, Ohio, received top honors in four categories
from Marriott International for its performance. It was deemed among Marriott’s
best in Overall Customer Satisfaction Excellence, Staff Service Excellence, Problem
Experienced Excellence and Problem Resolution Excellence.
“Our success is achieved through everyone working together as a team and by living
the WHI Mission Statement every day,” shares GM Lisa Garner. “We are all looking
forward to a successful 2011, and everyone on staff will continue to raise the bar on
guest satisfaction.”
Superior performance recognized
Marriott International has presented Marriott Cincinnati-Northeast with two
national awards for superior performance for full-service hotels. GM David Lanterman
and his team were recognized for Staff Service Excellence and Problem Resolution
Excellence.
“Guest Satisfaction is central to our business plan,” Lanterman shares.
“Generating repeat and referral business is key to achieving our personal and professional goals. Our supervisory team empowers associates to solve guest issues. Forget
the phrase, ‘I have to check with a manager.’ We challenge associates to focus on
the solution ... ‘I can help you.’
“Sales is not a department; we all sell,” he continues. “Be visible to guests; take
time to speak with them; and you will be surprised by what you learn.” Joe White
Clint Deaton joined WHI as an assistant general manager at Holiday Inn Dayton/Fairborn, Ohio. Deaton brings
a wealth of hospitality experience including four years in
various food and beverage positions. Most recently, Deaton
served as general manager at 87 West, an independently
owned restaurant and wine bar in Cleveland, Ohio, which
was awarded Top Wine List by Cleveland Scene and was
a finalist in the Best Wine Bar category by Cleveland
Magazine.
Clint Deaton
“Clint’s accomplishments include significantly increasing restaurant revenues along with a 10 percent improvement in profitability,”
shares VP-HR Dave Gordon. Deaton is a graduate of The Ohio State University.
Michael Hogan has been named assistant general manager at Marriott Birmingham, Ala. Hogan joined WHI in
2007 as the AGM at Marriott Hartford/Windsor Airport,
Conn. Dave Gordon, VP-HR, shares: “During his time in
Hartford, Mike was instrumental in the hotel’s dramatic
improvement in GSS, from a ranking of 136 in the brand
to 15 at the time of his transfer. The hotel also improved its
Q12 performance from a 4.04 to a 4.51 grand mean.”
Hogan has a BS in hospitality management from
Appalachian State.
Michael Hogan
Top local employer
Marriott Cincinnati-Northeast has been named “Best Place to Work” in the medium-sized category by the Cincinnati Business Courier. “Our approach is very simple
– associates are the foundation of our success,” states GM David Lanterman. “Never
pass associates without greeting them.”
Lanterman also stresses the importance of challenging associates to be the best at
their positions. The hotel is constantly recruiting, developing and growing the best
talent in the marketplace. “Just as you expect your fellow team members to assist
you in times of need, you need to make yourself available to assist them,” he adds.
Pumpkin Patch
Guests voted, and the front desk team’s
pumpkin (right) took top honors during the
annual pumpkin carving contest at Marriott
Birmingham, Ala.
Marriott Pittsburgh-North held
its annual pumpkin carving contest.
Amy Chapman’s design (near right)
took top honors, while Cassie
Fleming’s creation (far right)
was named runner-up.
from within WHI
Shauna
Philabaum
Tricia Brooks
Nicole Palmieri
SALES
Shauna Philabaum has been named
a sales and catering account manager
at Marriott Columbus-Airport, Ohio.
Philabaum joined WHI in 1999 and has
since served as a guest service representative, guest service supervisor and sales
coordinator.
“Shauna took on the role as our wedding specialist in the last year and has
the patience to work with the most
demanding clients,” shares Brett Caron,
HR manager.
Marriott Cleveland-East has promoted
Tricia Brooks to sales account manager
from catering sales account manager.
Brooks joined WHI full time in 2006 as
an assistant banquet manager after she
graduated cum laude from Kent State
with a bachelor’s degree in hospitality
management. While in college, Brooks
worked at the hotel as a server, restaurant supervisor and events coordinator.
She was promoted to executive meeting manager in 2007 and catering sales
account manager in 2008.
FRONT DESK
Kindness goes a long way
During a Wellpoint seminar hosted at Marriott CincinnatiNortheast in September, Connie West served an attendee and
her mother. While conversing with the patrons, West learned the
mother had been in the hospital for seven months and had nearly
died.
The daughter needed to participate in a lunch for the seminar but was concerned about her mother’s well-being. When the
Wellpoint meeting resumed, West kept the mother company and escorted her to her
room to ensure she was comfortable. The woman’s daughter was shocked anyone
could be so nice.
Nicole Palmieri’s hard work contributed to her recent promotion to front
desk manager at Marriott Birmingham,
Ala. Palmieri started at WHI in February
2010 as the p.m. River City Grille
supervisor. She graduated from Auburn
University.
“Nicole became the go-to manager
during evening shifts, covering manageron-duty responsibilities with confidence
and attention to detail,” shares Karen
Emily
McKenzie Mauck
Weinstock-Stout
Jacob, HR manager. “We are pleased to
see Nicole broaden her knowledge of the
hotel industry by taking on this important role.”
GUEST SERVICES
Emily Weinstock-Stout has been
promoted to p.m. guest service manager
at Holiday Inn & Suites CincinnatiEastgate from AYS agent at Marriott
Cincinnati-North. Weinstock-Stout
contributed to Marriott’s increase in
guest satisfaction scores and was the
leader in guest satisfaction at the front
desk. She received the People’s Choice
Award at Marriott Cincinnati-North in
2008 and 2009.
HR manager Amy Rahe shares: “We
are excited to have Emily join us at
Holiday Inn. Her superior problem resolution and customer service skills will be
an asset to the entire team.” WeinstockStout holds a bachelor’s degree from the
Art Academy of Cincinnati.
BANQUETS
Ohio University Inn & Conference
Center, Athens, Ohio, has promoted
McKenzie Mauck to banquet manager
from banquet server. Mauck joined OU
Inn as a front desk intern and a part-time
banquet server. She recently graduated
from Ohio University with a bachelor’s
degree in hospitality management.
“What a great place to start a career
with WHI,” shares GM Ralph Mordocco.
“She is a great addition to the OU Inn
management team, and with her positive
energy, determination and eagerness, she
will become a valuable asset to the Inn.”
Winter 2010-11
WHI Focus
3
International Housekeeping Week
International Housekeeping
Week (IHW) was held Sept.
12-18 at all WHI hotels. Food,
games, prizes and relaxation
were on the agenda, and each
hotel’s Focus correspondent
was challenged to capture
the week in photos.
Who had the best action shot?
Quality Suites San Luis
Obispo, Calif.
Marriott Cincinnati-Northeast
The housekeeping department gets together during IHW to spell out
We R NE (We are Northeast) – the hotel’s battle cry.
Embassy Suites Williamsburg, Va.
Skills were put to the tes
t du
housekeeping week. Suite ring
attendant
Tere Jasoo races through
the
bed-making contest.
Doubletree Guest Suites
Cincinnati
Public space attendant
Francetta Hall enjoys a catered
meal from KFC during IHW.
Quality Suit
es San Luis
Obispo, Ca
lif.
Renaissance Hotel Indianapolis-North
Banquet server Jordan Beck (left) competes with Jermaine
Gibson, laundry attendant, during Housekeeping Olympics.
ast
leveland-E
C
t
t
io
r
r
a
M
Embassy Suites Williamsburg, Va
.
g team
usekeepin all, a
o
h
e
th
,
ls
leve
hirlyB
h business
i,
ling and W
Despite hig get off-site for bow bumper cars, jai ala
Room attendants Rebecca Ogle,
g
to
l
d
in
e
re
in
e
g
J
b
a
n
m
Deloris Smith
a
in
m
game co tured above, Erw
g
and
in
Lisa Laguna build towers of soa
d
il
u
ic
P
p.
y.
team-b
and hocke
basketball WhirlyBall.
in
Marriott Cincinnati-North
competes
Suite atten
d
the piñata ant Juana Salinas att
during the
empts to h
e
it
Housekeep
ing Week. vents of Internationa
l
Doubletree
Hotel Dearborn, Mich.
Holiday Inn CincinnatiRiverfront, Covington, Ky
Houseman Reggie Jackson
felt like a prince(ss) after
receiving a relaxing
massage.
Renaissance Hotel Indianapolis-North
Marriott PittsburghNorth
pletely Clean
The No. 1 ranked WHI hotel for Com
ent with food,
rtm
depa
g
epin
seke
congratulated its hou
y.
games, a scavenger hunt and disco part
Laundry attendants Yaa Boakye (left) and
Jermaine Gibson compete during Housekeeping
Olympics.
Ohio University Inn & Conference Center, Athens, Ohio
Lobby attendant Helen Baker
struck a pose near a
demonstration of her
exemplary cleaning ability
during IHW. She does such
an outstanding job cleaning
windows that a guest walked
straight into the glass.
Marriott Dallas/Fort Worth Airport-South
Room attendant Paula
Cruz is all smiles in
anticipation of her
massage.
Marriott ColumbusNorthwest, Ohio
Waffles, omelets, pizza, ice cream, goody bags … the OU Inn served up satisfaction during IHW.
Marriott Hartford/Windsor Airport, Conn.
Chef Rob Payne helps
lobby attendant Omar
Khadra make a famous
dish from her home
country, Somalia.
Quality Suites San Luis
Obispo, Calif.
Embassy Suites
Lexington, Ky.
Marriott Birmingham, Ala.
Room attendant Yolanda Rivera
observes AGM Michael Hogan’s
bed-making skills.
Marriott Columbus-Airport, Ohio
Holiday Inn Cincinnati-Airport, Erlanger, Ky.
The housekeeping department strikes a pose during IHW.
GM Greg Hurst kicked off the festivities by mailing a
thank-you letter to each team member’s home along with
the agenda for the week.
Renaissance Hotel Indianapolis-North
Suite attendant Gloria Vasquez
prepares to toss some toilet
paper during IHW.
4
WHI Focus
Winter 2010-11
Sandy Wise, in-room
dining associate, enjoys
shaved ice during IHW.
Laundry attendants Letebrhan Reda (left)
and Wudase Gebrehiwot take a break from
BINGO during IHW.
The competition was heated as associates wrap each
other in toilet paper during housekeeping week.
Embassy Suites
Williamsburg, Va.
PHOTO Winner
Renaissance Hotel Indianapolis-North
Lobby attendant Jose Ramirez (left) and inspector Angelica Estrada
toss toilet paper during Housekeeping Olympics.
Photo Credit: Erin Hayek
Marriott Suites on
Sand Key, Clearwater
Beach, Fla.
Marriott Pittsburgh-North
Embassy Suites
Williamsburg, Va.
Room attendants
Rebecca Ogle and
Donna Stewart show off
their pedicures.
Doubletree Hotel
Dearborn, Mich.
Renaissance Hotel Indianapolis-North
Creshawn Dixon, (right)
assistant executive housekeeper, and Advo Avment,
laundry attendant, take a
cake break during housekeeping week.
Houseman
Gregorio Bayona
(above) and Cassie
Fleming show off
their skills at the
bowling alley.
Embassy Suites Lexington, Ky.
Room attendant Beverly
Willis strikes a pose
during International
Housekeeping Week.
Deloris Smith, room
attendant, enjoys a
pedicure during IHW.
GM Paul O’Connor thanks room attendants Ahbi Tun
(left) and Aye Ye for their hard work throughout the year.
Marriott Austin-North at Round Rock, Texas
The housekeeping team explored downtown Austin in a duck vehicle, learning some fun facts and history. Associates shared laughter,
camaraderie, songs and, of course, quacking noises.
Embassy Suites
Williamsburg, Va.
Holiday Inn Cincinnati-Airport,
Erlanger, Ky.
Marriott Columbus-Airport, Ohio
Quality Suites San Luis
Obispo, Calif.
Lili Orduna, suite attendant, races
through the towel-folding contest.
Marriott Birmingham, Ala.
Vanessa Wallace, room
attendant, returns back to
work after getting a manicure.
Marriott CincinnatiNortheast
Associates take a break from the food and
games of IHW to reiterate, “They’re No. 1.”
Marriott Cincinnati-Airport,
Hebron, Ky.
Houseman Hassan Abdi (left) and Mohammud
Mahamud, prep cook, check out the mysterious old lady during Let’s Make a Deal. Phyllis
Wayland, a.m. restaurant supervisor, shocked
associates as she strolled around the gathering
incognito in her old lady disguise.
Room attendant Yolanda Rivera supervises as HR manager Karen Jacob
takes over housekeeping duties.
Marriott Hartford/
Windsor Airport, Conn.
Marriott Dallas/Fort Worth Airport-South
Associates compete in a water balloon
toss during IHW.
Marriott Birmingham, Ala.
Chef Marty Chermley, AGM David
Kosobud and executive housekeeper
Ruth Krohman pack up take-home
dinners for the housekeeping team, a
favorite tradition of housekeeping week.
Holiday Inn CincinnatiRiverfront, Covington, Ky.
Embassy Suites Williamsburg, Va.
s her
Room attendant Janice Dowdell show
.
ling
skill in toilet paper bow
The hotel’s fun-filled week
ended with a luncheon and
a few games of bingo. Room
attendant Ingrid Horst gets a
bingo.
Housemen Ben Cano (le
ft)
and William Torres enjoy
one of the many meals
served during housekeeping week.
Houseman Carlos Perez and a.m. front desk supervisor
Bryttni Grazetty take a refreshment break during IHW.
Holiday Inn Dayton/Fairborn, Ohio
Marriott Dallas/Fort Worth
Airport-South
The housekeeping team fights for a
seat during a game of musical chairs.
Feasts, Movie Day and competitive activities
filled the week. Room attendant Kimberly
Peterson gives lessons on stacking toilet paper
rolls while eight months pregnant.
Winter 2010-11
WHI Focus
5
Getting it done with teamwork
The kitchen and the A.M. Bistro work hand-in-hand at Doubletree Guest Suites
Cincinnati, according to Chris Marck, sous-chef. “It’s common not to have a dishwasher scheduled, but it’s not uncommon for a restaurant server to jump back on
the dish tank so that the line cooks don’t get behind. It’s not asked, it’s just done,” he
states. Both departments work together to keep the buffet fresh.
Natalie Bullock, a.m. restaurant supervisor, adds: “I think this is one of the few
places I have worked where you never hear the phrase, ‘That’s not my job.’ Whatever
needs to be done, no matter the department, we are a team. We do whatever is needed
to make sure the other team member or department doesn’t go under.”
Collaboration is key
“Within our walls, the teamwork at Marriott
Cincinnati-Airport, Hebron, Ky., is superior and
flawless,” says HR manager Lorraine Sanz. “We are
within three miles of sister property Holiday Inn
Cincinnati-Airport, Erlanger, Ky., and the two hotels
constantly collaborate for the betterment of both
properties.”
The hotels share banquet servers and van drivers,
Awilda Putthoff (left) and
while the HR managers collaborate on recruiting
Lorraine Sanz
and hiring needs. The two sales departments also
join forces to maximize revenue for both properties. “We
even threw an outstanding joint picnic this past summer,”
Sanz adds. “We had a super turnout and had some friendly, healthy competition.”
Awilda Putthoff, HR manager at Holiday Inn Airport,
echoes Sanz’s enthusiasm about the event. She also adds,
“As a new HR manager, it was great to be able to work
with another HR manager with so much experience in
Sales coordinator Carolyn
putting together this great event.”
Russelburg tosses cornhole
at the summer picnic.
Teamwork
transforms hotel
Ohio University Inn & Conference Center,
Athens, Ohio, hosted the biggest business afterhour event in the city of Athens shortly after
GM Ralph Mordocco joined the team. “I figured
this would be another event with great food,
great service and opportunities to meet Athens’
finest business owners and community officials,” he recalls. “Imagine my surprise when
the combined efforts of the team made over our
patio into the adventurous Land of Oz. The staff
and the management team exceeded the expectations of all those in attendance as they
transformed the hotel and themselves into an imaginary place that can only be found
‘somewhere over the rainbow.’
“A special thank you to the staff and management team for their hard work, imagination and commitment to excellence,” Mordocco adds.
Team praised, individuals recognized
As a new HR manager, Awilda Putthoff from Holiday Inn Cincinnati-Airport,
Erlanger, Ky., has relied on HR professionals from other area WHI hotels to continue
her on-the-job development. “We work closely together to conduct orientations, tips
classes and life-safety training. It’s not uncommon to have associates from at least
three WHI hotels in any of those sessions,” she explains. “This practice is instrumental
in ensuring all of our associates receive the proper training and certifications needed
to stay compliant in their respective roles.”
Bill Marriott recently visited
Marriott Cleveland-East for the first
time while traveling with his church
group. Mr. Marriott and members of
his group were blown away by the
food quality and extraordinary service levels of the hotel.
Mr. Marriott singled out banquet
servers Rachel Fullum and Ben
Gandy and banquet manager Mark
Racz, calling the event the best
function the church has hosted in
the 15 years of doing such events at
Marriott hotels. He also commented L to R: Ben Gandy, Rachel Fullum and Mark Racz
on his positive interactions with
restaurant servers Lauren Graf and
Allison Less.
“It takes an entire team – making the most of every interaction – to impress a
seasoned hotelier like Mr. Marriott,” says HR manager Michael Bosch. “This event was
truly an example of the power of teamwork!”
No ifs, ands or grunts about it
Cooking up a side of teamwork
The Marriott team tugs for all its worth.
Inter-hotel professional development
The banquet set-up staff at Doubletree Guest Suites Cincinnati consists of two
associates, which requires the maintenance staff to routinely step in when no one is
scheduled to help with last-minute change requests.
“There are never any grunts about it; they are always happy to help,” shares HR
manager Kier Muchnicki. “It’s also amazing to see that as soon as word gets out to the
management team that there is a tight flip, or multiple meeting room refreshes, every
manager shows up to assist. No one is asked; they just make time in their busy days to
assist.
“The entire staff at Doubletree Guest Suites truly believes in the greater good of the
hotel rather than each person’s individual success.”
WHI star strengthens sister team
Karen Jacob, HR manager at Marriott Birmingham, Ala.,
shares her gratitude for the assistance received from Tiffany
Hughes, restaurant manager at Marriott Cleveland-East: “In
an industry where there is constant hustle and bustle, it can
be difficult to find time to fine-tune your skills as a manager.
When someone comes along with the willingness and drive
to make you successful, it’s a wonderful blessing to a team
and a career. We recently had the pleasure of getting to know
Tiffany, a GSR turned front desk manager turned restaurant
manager.
“She came to our property to assist in the training of front
Tiffany Hughes
desk manager Nicole Palmieri and River City Grille manager
Crystal Thomas. Tiffany worked
countless hours and made a
tireless effort to train these
associates. We cannot express
enough gratitude to Tiffany for
her continuous efforts to help
strengthen another team in the
WHI family. We are now family,”
Jacob adds.
Crystal Thomas
Nicole Palmieri
L to R: Mike Albrycht, Donna Walz and Marc Boroff
Restaurant supervisor Donna
Walz and executive housekeeper
Mike Albrycht stepped in with
no notice to handle lunch buffet duties at Holiday Inn Dayton/
Fairborn, Ohio, after Marc Boroff,
executive chef, was injured in a
kitchen accident.
“Donna and Mike had a good
time preparing the needed items,
and the guests never knew the
difference,” recalls HR manager
Jacquelyn Evrard. “Thank you for
stepping in and helping out a fellow team member.”
Less me, more we
“I define teamwork as a collection of individuals working toward a common goal
while sharing successes and disappointments alike,” states Troy Ruyten, AGM at
Marriott Austin-North at Round Rock, Texas.
Teamwork was at its best recently as the hotel hosted a dinner with more than 400
attendees for the local chamber of commerce. The event went off without a hitch,
which was quite a feat considering the property’s executive chef was absent due to a
personal matter. River City Grille a.m. supervisor David Townsend, Austin Marriott’s
former sous-chef, took the reigns and orchestrated the plate-up as if he hadn’t been
away from the kitchen for two years. The rest of the management team joined his
efforts.
Ruyten adds: “I’m proud to be a member of a management team that can circle the
wagons and take care of its own. Simply stated, it’s less me and more we.”
Winter 2010-11
WHI Focus
7
TEA M W ORK
Winegardner & Hammons is a team of more than 2,500
individuals working together to achieve a common mission
– to meet and exceed customers’ expectations through exceptional hospitality management services and quality hotel
products. To be successful, communication, coordination,
support and cohesion are essential parts of WHI’s culture.
The following articles detail WHI’s teamwork in action:
Hotel-wide effort
Teamwork on both ends
Radisson Hotel Lansing, Mich., recently
benefited from teamwork in action when Emily
Dunlavy, bookkeeper from Holiday Inn Dayton/
Fairborn, Ohio, spent two weeks assisting the
hotel with bookkeeping tasks.
“Emily was able to streamline our bookkeeping
processes and train current associates while we
searched for a new bookkeeper,” shares Michelle
Miller, HR manager. “She was a tremendous
help. I don’t know what we would have done
Emily Dunlavy (left) and
without her!”
Nathan
Hamilton
While Dunlavy supported Radisson Lansing,
GSR Nathan Hamilton stepped in to maintain the
bookkeeping responsibilities at the Fairborn Holiday Inn. Dunlavy shares, “Without
Nathan’s capabilities, I would have never been able to lend a hand to a fellow WHI
hotel.”
Teamwork … all day, every day
JoAnn Masi, HR manager, explains how teamwork allows associates at Marriott
Hartford/Windsor Airport, Conn., to present a united front of “aggressive” hospitality
in which each associate ensures outstanding experiences, regardless of what a name
tag says.
“Teamwork is the hallmark of what makes a hotel successful. I see and hear teamwork in motion each and every day. If you can’t count on the people you work with to
provide the same level of service that you do, you can’t have faith that our guests will
have a great experience,” she says.
There was no horsing around at Embassy Suites Lexington, Ky., when it hosted
officials of the 2010 World Equestrian Games (WEG), along with teams from the
United States, the Netherlands, Switzerland and Saudi Arabia. The hotel added van
service, GSRs, restaurant servers and hosts, cooks, maintenance technicians and
housekeeping associates during the 17-day event.
HR manager Susan Kluenenberg describes some of the specific services during the
week: “The culinary team created a specialized menu to accommodate the different
teams’ needs during the Games. Housekeeping delivered gift bags that introduced a
little bit of Kentucky to all guests arriving during the event. We also included transportation to and from the airport to ensure guests received door-to-door service.”
Kluenenberg calls out a handful of associates who stepped into new roles and did an
exceptional job in leaving a lasting impression on WEG guests: Mason Stappe, Jessie
Criswell, Wes Bryant, Daiquon Whitley, Jamie Roberts, Tina Kohrs, Michelle Dunn,
Jiman Hilligas, Amber Spencer, Justin Mitchem, Grant White, Drew Pope, Kelly May
and Jason Faulkner.
All hands on deck
Holiday Inn Cincinnati-Airport, Erlanger, Ky., hosted nearly 30 horse groomers during the World Equestrian Games. The group visited McKenna’s restaurant each morning. “The team employed an ‘all hands on deck’ strategy to ensure each and every
guest received the best service possible,” says HR manager Awilda Putthoff. “Everyone
from our banquet department to our sales office to our GM pitched in to make certain
we delivered excellent service to all guests.”
Lends a hand
Multi-talented associates
At Doubletree Hotel Dearborn, Mich., associates are ready
and willing to take on additional responsibilities and jump
into different departments, as needed. HR manager Sandra
Deanna explains: “It can be difficult to staff accordingly when
there are unexpected spikes in business. When we hire food
and beverage associates, we hire them with the understanding that they will work in both banquets and the restaurant.
When we hire kitchen associates, we look for both culinary
talents and serving abilities. It’s a win-win situation as associates get more hours and the hotel gets well-trained associates
to fill in.”
Rondah Harris
Recent hire Rondah Harris, server, is a shining example of
an all-around food and beverage associate. Deanna adds: “Rondah works all positions
– bartending, greeting, banquet server/set-up and food runner – and has a flexible
schedule. She will work any job, any shift; she is a perfect example of a team player.”
Sharing resources
“With spikes in business levels in June and July, we called our sister property
Radisson Hotel Lansing, Mich., for some assistance,” explains Sandra Deanna, HR
manager at Doubletree Hotel Dearborn, Mich.
Associates lending a hand included Katie Wedge, server; Charles Lily, banquet
set-up attendant; Moses Kalumbu, banquet manager; and Monte Penton, bell person/
van driver.
Deanna adds: “What a great example of teamwork. Radisson Lansing is 70 miles
from our hotel, and these associates had to give up personal time with their families.
Thanks so much to GM Gus Pine and his team.”
Teamwork on display
Marriott Columbus-Airport, Ohio, had the power
of teamwork on display during a conference with top
client McDonald’s. “We had more than 300 group room
nights over three days and the whole hotel was on it,”
shares HR manager Brett Caron.
Monsante Jones, banquet setup, spent three mornings running breakfast food for the a.m. restaurant.
GSR Andrew Summers tagged and secured luggage to
expedite the check-out process on his day off. “We had
a number of associates working in multiple job classes
over the three days. Each department would look to
help out another when its area was slow. It’s all worth
it when the client says it wants to come back next
year,” Caron says.
6
WHI Focus
Winter 2010-11
Monsante Jones (left) and
Andrew Summers
Tana Gilmore
Tana Gilmore, executive bookkeeper, is a true
team player at Marriott Columbus-Northwest,
Ohio. “She has stepped up to support our new front
desk supervisors by helping them in any way she
can, including learning check-in and check-out
procedures,” says HR manager Chrystal Lasko.
“She has taken on this added responsibility to
ensure that our guests still receive superior service
during a time of transition.”
Pledge training begets raving fans
Teamwork is the essential ingredient in the quarterly pledge training sessions at
Marriott Cincinnati-Northeast. Associates participate in exercises in which teams of 10
rotate through different activities that focus on pledge service items.
A recent training session focused on the “Can Do” and “Owning Customer
Complaints” parts of the Associate Pledge. The game show format presented teams
with potential guest scenarios and challenged them to solve the problems and then
deliver something more for the guests. “The ‘then what’ concept, as it’s called by GM
David Lanterman, empowers each team to do something creative for the guest to create a raving fan,” shares Debbie Harding, executive bookkeeper. “Every team
member gets involved and contributes ideas.
“The training sessions bring associates from different departments together,
strengthen the entire hotel team and lead to better communication and guest
experiences,” she adds.
Banquet Nation
Marriott Cincinnati-North’s
traveling banquet team, a.k.a.
Banquet Nation, extends its
magnificent service to all WHI
hotels in Greater Cincinnati and has
even traveled to Renaissance Hotel
Indianapolis-North and Embassy
Suites Lexington, Ky., to help with
big events.
HR manager Elizabeth Hill states:
“Banquet manager Chuck Karnes
manages this banquet staff of 35, the
largest in the company. These associates are always ready and
willing to lend a hand to all WHI
properties.”
From left: Nikki Koedel, Deb Barnett, Nancy
Johnson, Nancy Ingram and Mary Kober
t6zeXYsr3fqqkoLd,E
C o m m u n i t y
I n v o lv e m e n t
Associates at WHI properties are active contributors to the communities in which they live and work. Focus correspondents at the following properties
reported news of individual associates as well as teams of staff members who contribute time and effort to help others in the community.
Running with a purpose
Employees from Radisson Hotel
Lansing, Mich., recently
Jodi
participated in runs to
Maslowski
raise money for several
(above)
charities and organizaand Karen
tions. Sales coordinator
Wilson
Jodi Maslowski ran in
(right).
the Bank of America
Chicago Marathon to
raise money for the fight against
breast cancer while restaurant manager Karen Wilson
participated in the Making Strides Against Breast Cancer
5K Run/Walk.
Celebrating the importance of
Big Brothers/Big Sisters
Executive chef Matt Avram from the
Radisson Hotel Lansing, Mich., participated in the Big Brothers/Big Sisters of
Michigan Capital Region Annual Dinner
that celebrated the bigs, littles, sponsors, donors and all the people who make Matt Avram
a positive impact in the community. The
annual dinner featured bigs and littles who told their
stories and shared the impacts of their relationships.
Making dreams
come true
Each year, many
full-service hotels
in Indianapolis
participate in
Extreme Dreams, a
program that gives
bedroom makeovers to
disabled children from families in
need. Several associates from the
Renaissance Hotel IndianapolisNorth spent a weekend at a family
home in Noblesville, Ind.
Project leader and HR director
Erin Hayek shares: “It was a lot of work! We re-did the
entire bedroom for a 13-year-old with a chromosome
disorder that causes slower development. We painted,
hung new blinds and curtains, installed new closet doors
and purchased all new furniture and bedding. We also
cleaned the entire house from top to bottom and landscaped the outside. The family was ecstatic!”
Ghosts, goblins, great cause
Complimentary service agent Danielle
Worland from Homewood Suites
Dayton/Fairborn, Ohio, participated in
the Ghost & Goblins 5K Race. The event
benefited The Children’s Medical Center
of Dayton.
“I’ve never won the race, but participating in such a great cause is rewarding
enough,” Worland shares.
Danielle
Worland
Ice, ice Dayton
Vanilla Ice and
Stephen Brown
Homewood Suites Dayton/
Fairborn, Ohio, recently hosted
Vanilla Ice while he was performing at McGuffy’s House of Rock
for a 9/11 benefit. Sales manager
Stephen Brown got the opportunity to hang out with the rap star.
Lending support for a friend
Homewood Suites Dayton/Fairborn, Ohio, honored
Breast Cancer Awareness Month in
October by helping suite keeper Tina
Freeman raise money to offset costs
associated with battling the disease.
Associates purchased pink ribbons
for $5 and dressed down on Oct. 29.
“The generosity of our associates was
overwhelming,” shares bookkeeper/HR
manager Gina Moore. Freeman and her
Tina
family could not express how much the
Freeman
generosity meant to them.
Serving dinner and compassion
Marriott Cincinnati-Northeast’s executive bookkeeper
Debbie Harding and front desk supervisor Gina Robison
led a dinner-serving team at the Ronald McDonald House.
The team included GM David Lanterman, AGM Bill
Kilimnik, HR manager Lisa Compton-Martin, executive
housekeeper Laura Lambert and their families.
8
WHI Focus
Winter 2010-11
Team of
walkers
from Marriott
ColumbusAirport, Ohio
Worthy causes unite associates
Below, Lee
Dratch and his
son, Andy
Associates of the Marriott ColumbusAirport, Ohio, along with their friends
and families, participated in three
charity walks: the American Heart
Walk, Children’s Miracle Network
Torch Relay and the Autism Walk in
Columbus.
The American Heart Association
is a hotel client, and the Children’s Miracle Network is
sponsored by Marriott. The associates’ participation in the
Autism Walk was in honor of night auditor Lee Dratch’s
son, Andy, who has Autism. This walk yielded more than
18,500 walkers, making it the biggest walk in the country.
Cincinnati Turkey Trotters
Marriott Cincinnati-Northeast
associates and managers participated in their first 5K together,
the Turkey Trot, thanks to banquet houseman Jarrod Mobley’s
initiative. Mobley assembled a
team of 16 employees who ran
Jarrod Mobley and
in the event, which benefited
Mikki Fassler
YMCA’s Livestrong program.
“For the vast majority of the
team, it was their first running event, so Mobley put
together a ‘couch to 5K’ program to get everyone ready,”
shares HR manager Lisa Compton-Martin.
Outstanding coach, manager
When not working, Marriott Cincinnati-North’s executive housekeeper Tammy Clements spends her time coaching, mentoring and organizing youth athletics. Clements
is the director of the
Madison Fast Pitch
Softball League, referee
coordinator for the
Madison Say Soccer
League and a trustee
to the Madison Sports
Club. She also coaches
her daughter’s soccer and softball teams.
“I attribute my successful management style to years
coaching young people,” Clements shares. “Continually
reinforcing the positive, teaching new techniques and
expecting the best have made me a successful coach and
manager.”
Finding the positive
Marriott Birmingham,
Ala., hosted Altec
Industries’ annual teambuilding event – but ultimately contributed much
more than a venue space.
As part of the event, Altec assembled 16 children’s bicycles to donate to a well-known charity. But the organization never collected the bikes once they were completed.
When Altec expressed its disappointment, the associates of
Marriott contacted another organization, Phillips Bikes for
Foster Kids.
Joette Phillips, founder of the organization, was in tears
when she received the phone call stating that 16 bicycles
and helmets were available. The event planner for Altec
Industries could not have been happier knowing the gifts
were going to a worthy cause.
GM Joe White and AGM Michael Hogan helped load the
bikes for delivery. “It was heartwarming for all involved
to see this gift gone wrong turn out so right,” shares HR
manager Karen Jacob.
Soccer anyone?
Ohio University Inn & Conference
Center, Athens, Ohio, sponsored a
soccer team this year.
“Coaching the Ohio University Inn
Travis Brand soccer team was a great pleasure and
a wonderful opportunity to spread the
word about the Inn while also showing the community that we are involved and care,” shares
bookkeeper Travis Brand. “The children on the team all
have different strengths, and managing these strengths to
optimize the team’s success is very similar to what we do
with our departments here at the Inn.”
Bringing the community together
Each year, the Ohio
University Inn &
Conference Center,
Athens, Ohio, hosts
the “Taste of Athens”
to raise money for
March of Dimes. As
part of the program,
the Inn asks five restaurants to donate two
signature dishes for
sampling and hosts silent and live auctions to raise money.
This year, the Inn raised more than $5,000 for March of
Dimes.
“I was so proud to be part of the successful March of
Dimes event this year,” says catering manager Emily
Davenport. “I believe that we have the foundation and
team in place to make this a great fundraiser every year.”
Making strides
Associates at Holiday
Inn Cincinnati-Riverfront,
Covington, Ky., took a
stand against cancer this
fall. HR manager Deedra
Kellerman captained
Team HI Riverfront in the
Making Strides Against
Breast Cancer walk. The
team raised $1,072 to help
fight cancer.
Team HI Riverfront consisted of GM Alexander Blust,
sales manager Mark Calitiri, GSR Pamela Foraker, AGM
Todd Metzger, GSR Tori Pohl, chef Chas Barracato and
guest service specialist Patrick McNearney.
Steak’in Alive
Each year, the
staff at Ohio
University Inn &
Conference Center,
Athens, Ohio, supports The Fry and
Auction, Athens
Area Chamber of
Commerce’s largest fundraiser. This year’s theme was
“ah, ah, ah, ah Steak’in Alive, Steak’in Alive” with a 1970s
motif. The management, chef and staff were an integral
part of the event.
The staff dressed in appropriate 70s attire and networked
with more than 200 local community and business members. They assisted with setup, handled donations and
prepared 210 made-to-order steaks.
GM Ralph Mordocco received an award on behalf of
his staff as a premium sponsor for the event. The president
of the chamber remarked that the steaks get better
every year.
Winter 2010-11 Vol. 27, No. 1
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)
Laura Phillips, editor
Amy Jones, writer
Darcy Little, writer
Amelia Riedel, designer
PRINTED ON RECYCLED PAPER
© 2010 WHI
Focus correspondents
WHI’s company newsletter relies on a correspondent
from each property to submit newsworthy information
about co-workers and his or her hotel. Since the last
issue of Focus, we welcomed Chrystal Lasko, Marriott
Columbus-Northwest, Ohio, as our newest member of
the newsletter correspondent team.