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TORGERSON
PROPERTIES
Spring/Summer 2012
The Torgerson Times
© 2012 The Torgerson Times
MINNESOTA, MONDAY, OCTOBER 1, 2012
PAGE 1
HURRICANE WARNING
ISSUED FOR MINNESOTA!
By Henry Hurricane
Torgerson Tribune reporter
The city of Burnsville, Minnesota
recently reported seeing a set of unusual
red and black flags flying all around the
city. City officials immediately ordered an
investigation into the meaning of the rarely
seen flags. After some intensive investigative work, city leaders were celebrating
after discovering the true meaning of the
flags.
These flags indicate that a hurricane is
eminent in the area. No, it’s not a severe
weather condition, it’s Hurricane Grill &
Wings, a new and exciting restaurant concept that is poised to take the Twin Cities
area by storm.
Minnesota-based Torgerson Properties
has secured a new development agreement
that will enable the prominently known
hospitality company to open multiple
Hurricane Grill & Wings locations, bringing the island-infused menu and beach
themed, family-friendly atmosphere to
Minnesota. With their extensive experience in the field of hospitality, Torgerson
Properties has committed to developing the
southern third of Minnesota, including the
cities of Minneapolis and St. Paul, their
suburbs and other key cities in the development area.
“We are thrilled to add the Hurricane
Grill & Wings brand to our growing portfolio,” said president of Torgerson Properties,
Mitch Peterson. “We see a bright future for
Hurricane Grill & Wings in Minnesota, and
cannot wait to begin development so we
may present the Twin Cities with the over
32 flavors of fresh, jumbo wings. The family-focused environment and extensive
menu will be a great addition to the dining
scene.”
“With the proven success of Torgerson
Properties, we know that we have found a
great partner, and the Hurricane Grill &
Wings brand will be developed and managed expertly,” said Martin O’Dowd, president of Hurricane Grill & Wings.
“Minnesota is a great market for wings and
we are excited to introduce our unique flavors to Twin Cities residents.”
Hurricane Grill & Wings is known for its
uniquely savory chicken wings, offering a
choice of more than 32 signature sauces.
Menu items are cooked fresh to order with
high quality ingredients and zero trans fats.
Other menu options range from salads to
Certified Angus Burgers and Grilled MahiMahi, along with a full line of craft beers
and wine. The original Hurricane Grill &
Wings opened in Fort Pierce, Florida in
1995. There are over 45 locations, including Arizona, Florida, Indiana, Michigan,
New York, and Pennsylvania, with additional restaurants planned nationwide.
This photo captures the unusual flags that were
recently spotted flying over the city of Burnsville,
MN. Further research revealed that these flags
indicate a hurricane warning, and that the state of
Minnesota is advised to prepare for something it
has never before experienced!
2
Torgerson Properties renews its focus on growth
Tom Torgerson reveals that the Great Recession is beginning to give way to new opportunities
Hello to all who make up the world of TPI! I always enjoy the opportunity to reach out to you
in our bi-annual TPI associate newsletter. Time and time again, I tell you how proud I am of
all the hard work you do to make our guests feel so special, but I just can’t say it enough. You
are the best, and it is a real pleasure and joy for me to be a part of this organization and have
the opportunity to work with all of you. Thank you for your commitment to TPI!
We continue to heal up after the Great Recession, and we are gaining momentum. A big part
of our forward momentum is due to the completion of our deferred renovations. By the end of
this year, we will have fully completed those deferred renovation projects, allowing us to look
forward at other ways to grow TPI. At this time I would like to share with you some new
projects which TPI has in the works.
We are opening our first Hurricane Grill and Wings restaurant in Burnsville at I-35W and
Burnsville Parkway. We purchased a building that used to operate as a Hooters restaurant.
Hooters was not well received in Minnesota and ended up going out of business. We will be
renovating the property to allow for an opening on October 1 of this year. Below is a rendering showing two angles of the new Burnsville location:
Tom Torgerson
Chief Executive Officer
Torgerson Properties, Inc.
The largest scale repositioning project we have ever undertaken is in the planning stage for Willmar. We call it our Willmar
Legacy Properties Repositioning, and it completely repositions what is currently the Holiday Inn, Willmar Conference Center,
Chamber of Commerce, Green Mill Restaurant and Bar and the Comfort Inn. Here are the repositioning stages:
• Spring/Summer 2013: We will shut down the Comfort Inn and reconstruct it into a three story 75-unit Holiday Inn Express
& Suites. Simultaneously, we will reconstruct the entire parking lot and site, allowing us to reposition our parking lot along
highway 12 forty feet to the north. This will provide an area for patios and green space up against the building.
• Fall/Winter 2013/2014: We will renovate and convert the current Holiday Inn to a Best Western Plus hotel. As a part of
this the entry porte cochere will move to the west side of the hotel.
• Spring 2014: We will renovate the Willmar Conference Center to include state of the art audio and video equipment, and
add a second covered guest entry on the south face to allow for direct access to events in the back banquet rooms.
• Summer 2014: We will renovate and relocate the Green Mill Restaurant and Bar with an addition to the north of the
current Teddy Roosevelt room and add a patio to the north side as well. While this occurs, the Green Mill will temporarily
operate out of its current bar area.
• Fall 2014: A Hurricane will arrive in Willmar, the first ever. In the current Green Mill bar area, catering offices, board room,
etc., we will build a Hurricane Grill and Wings restaurant with a patio to its north side.
continued on page 7...
3
It’s a season for Hurricanes and engagement surveys
Mitch Peterson examines TPI’s new restaurant concept and the importance of associate feedback
How quickly time flies when there is recovery in the air! Though we have learned that we may
never be “out of the woods”, we continue to feel better about the current direction of the
economy. It is so much easier to pass along good news!
You will read in this edition that TPI has some very exciting things going on. Tom details a
number of these initiatives in his article, so please be sure to read about them. One specific
initiative that I will expand upon is our decision to introduce a new restaurant concept to
Minnesota. Earlier this year, we signed an agreement to develop a minimum of 17 Hurricane
Grill & Wings restaurants over the next several years. The Hurricane Grill & Wings concept
began in Florida and only recently focused on national expansion. We are extremely excited
to be the company that will introduce this concept to Minnesota. It is a fun, family oriented,
breath of fresh air in the casual themed dining arena. In the depths of winter this concept will
be a great way to escape a cold, Midwestern, winter. The concept is very much tailored after
Mitch Peterson
an ocean side “beach shack”. The inside of the restaurant is designed to make you feel as if
President of Operations
Torgerson Properties, Inc.
you are someplace on the beach. In addition to the decor, the menu offers some of the best
“wings” available, featuring 32 signature sauces which are sure to satisfy the most discerning
“wing fan”. Though the wings are a signature item, the menu also offers a tremendous variety of options from great seafood,
awesome salads, and fantastic burgers in addition to many other menu choices.
For the first time in history, there’s a Hurricane about to make landfall in Minnesota!!! As of this writing, we have secured our
first location in Burnsville, MN at the intersection of I-35W and Burnsville Parkway. Our current plan has us opening store
number one on October 1 of this year. We also hope to have our second and third locations identified by July 1, and intend to
have these two stores opening at some point in the first quarter of 2013. This is a very exciting opportunity for TPI, and we
are very focused on making sure that we do it right! Stay tuned for further updates on this project. In the meantime, if you are
interested in more information, you can learn all about this exciting new brand at:
http://hurricanewings.com
http://www.facebook.com/HurricaneWingsofMinnesota
As I thought about what else to write about it came to mind that we are quickly approaching our annual TPI Associate
Engagement Surveys. I wanted to take the time to impress upon each of you how important your feedback is from these
surveys. We take your feedback very seriously and it shapes the decisions that we make about TPI’s strategic direction. Since
the inception of this valuable tool, we have made a number of changes directly intended to enhance your work life experience.
Granted, there are some things that come out of the surveys that regrettably aren’t possible for us to address. That being said,
we do listen to your feedback, take it very seriously, and respond where it makes sense for the greater good of TPI’s
associates and TPI at large. In the past, the input from the surveys guided us to addressing our policies on benefits (holiday
pay and enhanced PTO for example). This past year, the feedback caused us to recognize a number of things that we have
since responded to. For example, we learned that the value and importance of our housekeeping teams fell short of being
acceptable and we intend to continue to find ways to improve upon this. Another enhancement that was directly related to your
feedback was a restructuring of our health insurance offerings. As a result, we spent a number of months developing an
enhanced benefit that was just recently rolled out. The cost of health insurance in general has simply gotten out of control.
There really is no way to ignore, or avoid, the rising costs. We believe however, that we have worked to provide better and
more flexible options that will be more suitable to many of you. In this regard, we will continue to try to find ways to make this
benefit more affordable, and more attractive.
Please take the time to complete the survey when it comes to your property in late July and early August. The more feedback
we receive, the better the chance that we can continue to improve your employment experience. In addition, and equally as
important, your feedback truly does assist us in guiding our decision making. Your input is very much respected and
appreciated. Please continue to provide us with your valuable feedback!
You’re the “best of the best” and we truly do appreciate your individual and collective contributions. Thank you for all you do
to make TPI a “Best Places to Work”!
~ Mitch
4
TPI housekeepers...the best of the best!
TPI’s single largest contingent of associates is also the single most impactful
In the last issue of Innside TPI, Tom Torgerson identified a serious challenge that existed within the TPI culture. Tom stated,
“Our housekeeping associates tend to be buried deep into our hotels, away from our front doors and away from our lobbies,
restaurants, bars and other common congregation areas. They are in the commercial laundry, the corridors and guest rooms
of our hotels. Their work is to a large degree unseen, other than their finished product that is at the center of our guest
experience. They repeat their work day in and day out, and it is hard work, it is physical work and their finished product is held
to a super high quality bar by our management teams and guests. Their work is essential to the success of our hotels.
Unfortunately, the shear fact that our housekeeping associates are geographically buried deep into our hotels means that we
don’t interact with them frequently.” Through our annual associate engagement survey, our housekeeping teams
communicated a sense of being underappreciated. On top of this, many of the housekeeping teams didn’t even have a place
to meet or enjoy a break. Taking a break often meant eating lunch in the laundry area next to the washers and dryers. This
condition was not acceptable and needed to be addressed.
Armed with feedback from the engagement survey, and personal feedback received during a company-wide tour of the
housekeeping departments by Tom Torgerson, Mitch Peterson and Pete Bromelkamp, the challenge was clear. We need to
do a better job of recognizing the amazing work our housekeeping teams do day in and day out. We need to assure that they
can work in an environment that promotes teamwork and recognizes their accomplishments.
With these goals in mind, TPI recently created new housekeeping break rooms at three different locations. Holiday Inn Austin,
Holiday Inn Fairmont and Holiday Inn Willmar all converted one of their existing guest rooms into a meeting and break area for
the housekeeping teams. New lighting and bright colors, combined with a refrigerator, microwave and lockers, provide a
positive environment for the housekeeping teams. Now, they have an area to enjoy their break periods, and hold important
pre-shift meetings as well. Each housekeeping team was allowed to add thier own personal touch to the rooms to create a
truely unique meeting area.
Our work does not stop here. We must continue to recognize the amazing accomplishments of the largest single contingent
of associates within the TPI family...our housekeepers! We are very proud of each and every associate on the TPI team, and
our housekeepers are a huge source of that pride!
Austin
n
Fairmo
t
Willma
r
Torgerson Properties Housekeepers ROCK!
5
Torgerson Properties Flashback
This is our first edition of the Torgerson Properties Flashback, where we will feature a vintage picture from years gone by. Do
you know who these partners in crime are? Do you know what year this picture was taken? Can you identify what state this
picture was taken? Be the first to submit the correct answer to all three questions to pete@tpimn.com and you will win a $25
Hurricane Grill & Wings gift card! Look for more great pictures from TPI’s past in future editions of Innside TPI.
If you have a great vintage TPI picture to share, please send it to pete@tpimn.com and maybe it will be featured in the next
edition of Innside TPI.
Green Mill Fairmont team is off to the races
The restaurant is this year’s title sponsor featured at the Fairmont Raceway
The Green Mill Fairmont team has a “need for speed”! They are the title sponsors
at the Fairmont Raceway and are selling Green Mill pizza at the concession
stand. The races draws an average of 1,300 people each Friday from
April through September. Each driver is competing to
qualify for the “Green Mill King of the Hill”
event on September 21. This season-ending
event is expected to draw over 2,000
spectators! Good luck to the entire
Green Mill Fairmont team...
PUT THE PEDAL TO THE METAL!
6
Rochester hotels move to the front of the class
Courtyard and SpringHill Suites locations in Rochester experience an amazing transformation
Co
R o ch e
urtyard
tro
ster Bis
SpringH
ill Suite
s R o ch
e
ster Lo
bby
Recently, both Courtyard Rochester and SpringHill Suites Rochester experienced an almost
shocking transformation. The two locations have taken on a very sleek, modern look with new furnishings,
colors and designs. The updates reflect TPI’s ongoing commitment to keep all properties on the cutting edge of what our
guests are looking for. These enhancements place both locations in premiere status in the Rochester market.
At the Courtyard, the new Bistro concept was incorporated into the lobby area (top left). This expanded the bar area and added
Starbucks coffee service, along with quick serve breakfast and dinner items that are perfect for on-the-go guests. The
enhancements include new seating and floor planning that provide private media pods and high top gathering tables. Saints
on Second continues to offer handmade menu items for lunch and dinner. In addition, the business center was expanded and
the Marriott GoBoard™ was installed (bottom right). The signature GoBoard™ acts as an interactive digital information
center for guests, showcasing live news from USA Today, as well as information on local attractions and up-to-the-minute news,
weather and sports reports. The GoBoard™ gives users control over the output on the screen, making it an excellent tool to
customize offerings based on guest preferences.
The SpringHill Suites lobby was transformed by removing the fireplace and creating a wide-open floor plan. Updated colors
and improved lighting created an unbelievable new look (top right). In addition, each guest room received new carpet, window
treatments, art mirrors, wall vinyl and sofa sleepers (bottom left). To complete the project, all of the public corridors received
new carpet, wall vinyl, lighting and signage.
Wow! What a transformation. Both teams are enjoying the opportunity to
show off the new facilities to their guests.
SpringH
ill Suite
s Roch
este
r Studio
Suite
ster
R o ch e
d
r
a
ty
r
Cou
rd
GoBoa
™
7
...Tom Torgerson, continued from page 2
Our Willmar Legacy Properties first opened in 1972, a whopping forty years ago. Granted, a lot of changes have occurred to
the properties during those forty years. However, this repositioning will set up these businesses to effectively compete in the
market place for the next 20 years.
In 2013, we will start construction of a Hampton Inn and Suites on I-394 in Minnetonka. This hotel will be located at the
intersection of I-394 and Hopkins Crossroads. We are partnering this project with John Dammermann, who is our partner at
the Homewood Suites in New Brighton and St Louis Park. This new hotel will replace the current Hampton Inn located one
block east of our site. Below is the conceptual drawing of Hampton Inn Minnetonka.
In Rochester, with Marc Carpenter, we will build a Homewood Suites located next door to our current Courtyard, and just down
the street from our SpringHill Suites. We are planning on breaking ground on this project in the spring of 2013. It will be a
seven-story structure incorporating a parking ramp. This will be the first Homewood Suites to enter the Rochester marketplace.
Here is a conceptual drawing of the Homewood Suites Rochester site with the current Courtyard Rochester to the right.
On Highway 100/Normandale Boulevard & I-494 in Bloomington, we will build a Hampton Inn and Suites in 2013/2014. We
are partnering this project with Bixby Bridge Capital out of Chicago. We are very much looking forward to our first venture with
Bixby Bridge Capital. This new hotel will replace the Hampton Inn currently located at the intersection to our east and will look
very similar to the Minnetonka location pictured above.
We have other projects in the very early planning stages, but they are not hard and fast projects that I feel comfortable
announcing at this time. I can say that we are looking to open at least two Hurricane Grill and Wings restaurants per year for
as far as we can see. Initially, we will be targeting metro high traffic regional addresses, and then building out more locations
in smaller marketplaces after that.
Well, that is what is transpiring in our development arena, certainly plenty to keep us all busy. There are plenty of other great
initiatives going on in our operations, and you can read about them in other areas of this newsletter.
I wish you all a very nice summer, take care!
~ Tom
8
Whatever it takes for outrageous guest service...
A TripAdvisor guest comment received at Holiday Inn Express Eagan...
“You just can’t
help but want
to come back
to this place!
I won’t stay
anywhere else
in the Twin
Cities!”
I am a flight attendant and travel five days a week. This hotel has the best ambience,
service, and breakfast in the country! They pick you up at the airport in exactly the amount
of time that they tell you the van will be there. The van drivers are educated,
accommodating people. They take care of your bags, open the door for you at the van and
the hotel, and generally exhibit a very caring attitude. The front desk makes you feel like
you have come home. Jen, Lucas, Sue and Lisa all welcome you with a smile and an
attitude of what can they do for you. The breakfast is great. The area is clean and the food
is fresh. The rooms are spacious and VERY clean. You just can’t help but want to come
back to this place! I won’t stay anywhere else in the Twin Cities!
A TripAdvisor guest comment received at Staybridge Suites Eagan...
The transportation was prompt in picking me up from MSP airport, and later in the afternoon
transported me free to the Mall of America and back. Great job! The indoor pool and hot
tub were clean and well kept. The staff, especially the young ladies on Saturday afternoon,
11/5/11, were just great, and it's obvious that they very much enjoy working at the hotel and
interacting with those staying there. Thank you, Staybridge Suites. If I am in the Eagan
area again, I would definitely stay there.
A guest comment received at Perkins Austin...
We have been to the Perkins in Austin, MN many times. We have been to a lot of Perkins in many different areas, but the
one in Austin, MN stands out. The servers have always been cheery and friendly. The manager has always come over to
our table and she is just amazing. I have managed many different businesses, so it takes quite a bit to impress me, much
more than the average person. I look for many different details, and I have no problem telling the management about my
experience, good or bad. What the manager and staff in the Austin, MN Perkins has is quite simply very impressive. The
food was really good also. I do not know how or why, but the food there is absolutely better. I feel that this Perkins site
should get a loud “Great job!” from the district managers and even the higher ups! Thank you for making the dining
experience for my whole family worth the fifteen mile trip into town.
A guest comment received at Staybridge Suites Bloomington...
I work the night shift, so it’s difficult for me to go to sleep at night. I spent several hours at the front desk talking to the young
man who works the night shift. He is from Guyana and my daughter married a guy whose family is from there, so it was
great to talk about traditions and culture. I’m also in school and with the planning of last weeks event, I put my school work
on the back burner and had a paper due early this week.
We had a great time at the Bloomington Staybridge Suites. Everyone was commenting how great the hotel was and how
the staff was so accommodating. Thank you very much for the hospitality. I invited the staff to have food with us and I was
so glad that they did. We always end up with a ton of food at the get-togethers. We bring enough for the entire Marine Corps
and their families!
I had left a thank you note at the front desk to be forwarded to you, along with a large veggie tray for the day shift since they
had gone home before we started eating on Saturday. I was hoping that they would have passed that on. Thank you so
much for helping me pull this all together. All the rooms were great and the hospitality suite was awesome. Please
commend your staff for a job well done.
My son arrives home next week and I can’t wait to see him. It’s been a long journey, and it will be nice to have him home.
He gets out of the Marine Corps for good on April 28th. His wife and baby, along with the rest of his family really miss him.
Thanks again for everything. We had a great time.
9
...YOU have the power!
A guest comment received at Staybridge Suites Naples...
We stayed with you on December 15th and 16th. We are from England, but have stayed with you for many years every
November and December. We enjoyed our stay very much this time, as usual. Lindita at reception is excellent, and
seems to be a loyal and long-standing member of your staff. The young lady at breakfast, (I’m sorry, but I forgot her name)
is a very caring, warm person and seems to go over and above the course of duty in being queen to many of the elderly residents and helping them. Many thanks to her. Lastly, manager Tracy Neumeyer seems to be a very “hands on” manager.
She is always keeping an eye on what is going on around the hotel. I like that. Thank you to everyone, we hope to see you
again next year, God willing.
A guest comment received at the Hilton Garden Inn Shoreview...
I wanted to send a customer compliment for Donette Gould, a housekeeping staff member at your Hilton Garden Inn property on Gramsie Road in Shoreview, MN. I stay at that location three to five times a year. I first met Donette in the hall
and she was pleasant and conversational and just so nice. An experience like that at the start of a day can really make a
difference! Thank you.
A guest comment received at Holiday Inn/Otto’s New Ulm...
I just wanted to pass on how my stay at the New Ulm Holiday Inn and Otto’s has been going. I have been staying here on
and off for several weeks, and as a matter of fact, I will continue to stay through July. Everyone that I have come in contact
with, including the housekeeping team, has been very pleasant. Starting with the Otto’s crew, Marti Bennett, Hugh Carbert
and Matthias Leyrer have treated me great every time I go into Otto’s. There is a hostess that works in the restaurant, her
name is Maureen Bohnen, and she has the greatest, positive attitude, all with a smile. There is also a gal named Grace
Thomas that manages the restaurant, she is wonderful. Also, Megan Humeston, who is a waitress in the morning, makes
me laugh. In closing, what Torgerson Properties has going on there as a team should be set as a standard. I am already
looking forward to my next stay. Thank you!
A guest comment received at Holiday Inn/Green Mill Fairmont...
Thank you so much for hosting the Martin County Beyond The Yellow Ribbon beach/zumba party. Everyone had a great
day enjoying the pool, zumba, and delicious food. The staff at the Holiday Inn and Green Mill went over and above during
our event. Thank you again for supporting our Military families!
A guest comment received at Holiday Inn Willmar...
I just wanted to let you know what a wonderful stay we had at Holiday Inn Willmar on April
27th and 28th. We live near Hibbing and my mother Carol, who is a Platinum member, and
I stayed with her guard dog, Sadie. When I arrived, a very helpful and patient lady named
Heather Johnson checked me in. She took the time to show me where the quietest place for
Sadie would be and made a special note in our reservation so that the last rooms to book in
case the hotel got busy would be the ones on either side of us. They did remain empty during our stay, which was wonderful.
My brother lives in Litchfield and we usually stay with him, but this past weekend he had a full
house and we were worried about Sadie. Being a guard, she is trained to hear and notify
everything. The area behind your hotel by our room was great for Sadie to play and use the
grass. Also, your pool area was fantastic. You don’t see 8.5-foot deep pools anymore, or the
pool side rooms like that. It was a fabulous stay and we will be back. I also again wanted to
thank Heather for being patient when we were trying to figure out where to put Sadie.
“A very helpful
and patient
lady named
Heather
Johnson
checked
me in.”
10
Whatever it takes for outrageous guest service...
“We have
travelled
extensively
and we have
never had a
staff person
that was so
courteous and
competent.”
A guest comment received at Hampton Inn Fairmont...
The Hampton Inn of Fairmont, Minnesota was amazing! Everyone went above and beyond
to make us happy and comfortable. We will be staying at more Hampton Inns because of
the hard work and dedication of this location. Thank you!
A guest comment received at Country Inn & Suites Willmar...
We stayed at the Country Inn & Suites of Willmar from Friday, March 30, to Sunday, April 1.
We were impressed with the customer service in all areas of the hotel. Justin Solbrack at
the front desk was especially impressive. We have travelled extensively and we have never
had a staff person that was so courteous and competent. We really appreciated the extra
effort he made to make our stay more pleasant, as we were in town for a funeral.
We actually had conversations about how if we were running a business, we would want
Justin as an employee! We would recommend that you use him for training other
employees in other hotels on how to excel at customer service. Thanks so much!
A guest comment received at Holiday Inn Express Eagan...
Dear Emmett and staff, you guys are too much! I was so surprised when I entered my room and saw the birthday goodies.
At first, I thought someone had left their things in the room. Then I read the card you gave me and was totally surprised.
How special and thoughtful to do that for me. I want to thank you and your staff for being part of my birthday. I will always
remember how excited I was to see the balloons and get the gift card. Your hotel is a special place to me and it will always
be a five-star hotel. Thank you so much.
A note card received by Stephen King at Perkins Red Wing...
You are certainly very special to have been so kind over the phone after we left the “Bailey Photos” behind at the restaurant.
I was so happy to get them back so promptly. You are certainly the kind of person our world needs more of! Please share
this with your manager, as this is good PR for Perkins. You went above and beyond the call of duty!
A guest comment received at Hampton Inn Arbor Lakes...
Great service, great people, great stay...need I say more? Simply perfect!
A guest comment received at Super 8 Fairmont....
Thank you for being a dog friendly hotel. We were traveling on Interstate 90 and were caught in the snowstorm on Dec 31,
that descended upon the Fairmont area. I had two dogs, my wife and my mother-in-law in the car. My wife suggested Super
8. So, we stopped and thankfully they allowed dogs in the hotel and even provided us with a doggie treat sack for our dogs.
That was really cool! Also, we were given a senior discount because my mother-in-law is a senior. Talk about great
customer service! YES!
The front desk person, Jerry Heidelberg, was an outstanding hotel attendant and answered all my questions and was a very
personable and charming young man. He was wonderful and deserves accolades for doing a great job helping us out for
our stay. Despite the circumstances we found ourselves in, Super 8 came to the rescue. Thank you, and great job to all of
you at the Fairmont, MN Super 8!
11
...YOU have the power!
A note card received by Brooks Bernhardt, Guest Service Representative at Holiday Inn Express Golden Valley...
Brooks, we just wanted to say thank you for always helping us out when we want to come and stay at the Holiday Inn
Express. We appreciate you! Thanks, from the sisters who love your hotel. See you in January!
A guest comment received at the Holiday Inn Arbor Lakes...
Thanks to everyone at the Holiday Inn Arbor Lakes! Everyone in our family had an awesome time at our family holiday
gathering. The complimentary room you let us use was perfect for our pizza party and for the children opening their
Christmas gifts. Everyone at the hotel was very helpful. The front desk people were so nice and the rooms were so clean.
The water park was also great, and our little ones said they can’t wait until next year. Thanks for making our get together
extra special.
A guest comment received at Hilton Garden Inn Eagan...
My daughter and I had the pleasure of staying at your Hilton Garden Inn hotel this past weekend in Eagan, MN. I would like
to commend your hotel on the excellent service that we received from your personnel; Linda Dollinger, Karen McCrillis, Jason
Davy, Patti Greseth and Jason Mercord. They all were quite knowledgeable and extremely helpful during our stay, as were
all of the hotel shuttle drivers. They helped to make our stay in Minnesota very enjoyable. I work for an airline and will be
sure to recommend your hotel to our friends, co-workers and family. Thank you.
A guest comment received at Hilton Garden Inn Shoreview...
As a Diamond Hilton guy who spends a lot of his life in hotels, I would have to say I’m a reasonably good judge of hotels
and how good or bad they are. When I’m on business, which is most of the time, good service is appreciated, but it is most
appreciated the couple of times a year that I have my family with me.
We just completed our visit to Minnesota where we had six superb days at your Hilton Garden Inn in Shoreview. The staff,
especially your front of house and kitchen group, absolutely made our stay! We were treated like family. A special hello
goes out to Trevor Johnson, the omelette king. Please pass on our thanks to your entire team. We will be back.
A guest comment received at Staybridge Suites Naples...
This is just a quick e-mail to let you know how impressed we were with our stay at the
Staybridge Suites in Naples, Florida. We are from the UK, and I, my husband and a friend
stayed for ten days in November. Although I am a Platinum Priority club member, I have
never stayed in Staybridge Suites before and if the Naples hotel is representative of your
brand, we will certainly do so again.
Tracy Neumeyer and her team were such great professionals, and we were made to feel
welcome and at home by all the staff. Although renovations were taking place, they were
not at all intrusive and did not spoil our stay at all. We were so surprised at the free generous breakfasts, sundowner receptions, laundry, internet and the home away from home
atmosphere. The icing on the cake was our upgrade to a two-bedroom suite, when available, which made all the difference in our stay. We cannot speak more highly of the way
Tracy carries out her role. She is always a consummate professional, and highly dedicated to making the Staybridge Suites offer such a welcoming atmosphere.
Please pass on our comments to Tracy and the entire Staybridge team because they
deserve recognition. We hope to stay again when we return to Florida in the future.
“Tracy
Neumeyer and
her team were
such great
professionals,
and we were
made to feel
welcome and
at home by all
the staff.”
12
Whatever it takes for outrageous guest service...
A guest comment received at Holiday Inn Arbor Lakes...
“In all of my
travels I have
not found a
more
consistently
friendly staff
than this one.”
The staff at the Holiday Inn in Arbor lakes was an A+. In all of my travels I have not found
a more consistently friendly staff than this one. At breakfast, Breanne Durey and Deb
Larson were awesome. They were prompt and helpful in every way. Thanks for an
awesome stay. It wasn’t home, but it was the next best thing!
A guest comment received at Hilton Garden Inn Bloomington...
The reason we are writing is because everything started with a wrong booking date on our
end. The manager was more than helpful on fixing the arrival date from 11/26/2011 to
12/26/2011. From that time on we were extremely satisfied with the personnel, hotel, food,
and room. If we had a problem or question, everyone was more than happy to help. We
wanted to thank you for making our anniversary so special. We are also telling everyone of
our great experience at the Hilton Garden Inn of Bloomington.
A guest comment received at Hampton Inn Fairmont...
I had the opportunity to stay at your Fairmont Hampton Inn last night and all I can say is…NICE!! I want to especially
acknowledge Nancy Wannarka at the front desk. She is one of the most pleasant and engaging guest service agents I have
ever met. Her sense of humor and professionalism was appreciated by everyone in our group. Thank you for a great stay.
The beds were very comfortable and the rooms were quiet…just the way I like them.
A guest comment received at Holiday Inn Express Eagan...
We have stayed in many hotel rooms over the years. By far, the staff at the Holiday Inn Express Eagan has been the most
friendly, helpful and caring. Housekeeping, front desk and maintenance were all exceptional! Thank you for helping us feel
at home, for the extra small touches and little details that mean so much. We will recommend this hotel to others and we
do so because of your staff. Looks like people are happy to work here – lucky group of people! We will see you again.
A guest comment received at the Austin Conference Center...
Dear Jayna and staff, thank you so very much for arranging the room and buffet for our son Danny’s memorial. The food
was excellent and plentiful and the room set-up was perfect. Your entire staff was very helpful and courteous. All of our
family and friends were very impressed. Thank you!
A guest comment received at Staybridge Suites Bloomington...
We are writing to commend the staff at the Hilton Garden Inn of Eagan for their excellent service on each and every
occasion we have stayed with you this year. Everyone was pleasant and helpful when we made our reservations by phone
and when we checked in and out. The room rate was excellent and the rooms were always clean and freshly stocked.
On the morning of Saturday, March 1, shortly after 7:00 am, we were waiting in the lobby for the rest of our party, when the
desk attendant that came on duty that morning offered us coffee while we waited and asked if we needed any maps. I shared
with her that unfortunately we were in Eagan for a very different reason. She asked if we had eaten yet and offered each of
us a complimentary breakfast. We were so touched by her care and concern for us and the gentleman that served us was
also very kind. The meal was delicious and was exactly what we needed to boost our spirits and nourish our tired bodies
and minds. Thank you on behalf of my entire family.
13
...YOU have the power!
A guest comment received by Sheila Stuart, Catering Manager at Hilton Garden Inn Shoreview...
Hi Sheila! It was so nice to meet you. You are such a nice person! I want to thank you for doing such a wonderful job. The
funeral lunch couldn’t have been better. The food was great. We especially loved the potato salad, brownies and pistachio
pudding! Everything was set up and displayed beautifully. Kudos to you and your entire staff. I am so glad Linda choose
to hold this event at your place. I will remember this for a long time and pass on the recommendation to others. You
provided a wonderful service for a grieving family. Thank you!
A guest comment received at the Holiday Inn/Otto’s New Ulm...
I just want to thank you and your staff for an outstanding job in handling our group that met on March 28, 29 and 30. Amber
Backous and Karla Olson were always there when I needed something at the front desk. They were smiling and greeting
every guest that came in the door. Tammy Buegler was terrific to work with. She was very attentive, asked how I wanted
her to keep tabs on us, and had a great sense of humor. The rooms were very comfortable and quiet. There was a group
of kids at the pool when I went to bed, but I could hardly hear them. Whenever we are in the area, you can be sure that we
will be back at your hotel!
A guest comment received at Perkins Austin...
We went for supper with another couple and we had the best experience with the service, food, and the staff. We have been
going to Perkins in Austin for about two years now, and we are always treated so nice. The staff and the manager always
make us feel like we want to come back again and again. This manager we have come to know only from eating there is
just an excellent manager.
If you need anyone to be trained, they should come down and spend a week with him. He is probably one of the best
managers I have ever seen in action. No fluff, just the truth. We also get a waitress by the name of Terry Cambern quite
often because she works the supper shift. Terry is an excellent waitress. We really enjoy eating out at the Perkins
restaurant in Austin!
A guest comment received at Holiday Inn/Green Mill Fairmont...
Thanks again for the wonderful service throughout our meetings on May 23 and 24. It made for a smooth and successful
event for my team.The rooms were quiet and clean. The food was well prepared. On all levels, the staff (housekeeping,
front desk, management, sales, Green Mill restaurant and bar) were all very courteous and accommodating. Please forward
my thanks to them as well. The over-and-above gestures of service were noted and appreciated (making adjustments to
immediate requests, etc). We look forward to using your services in the future for other events and meetings.
A guest comment received at Holiday Inn Express Golden Valley...
We recently stayed at the Holiday Inn Express in Golden Valley. We were saddened and
emotionally and physically spent having just attended the memorial service of our dear
four-year-old grandson. When learning of the reason for our stay, your staff took us under
their collective wing with thoughtful treats and a lovely arrangement of flowers.
Thank you! Thank you!
Dear people, you will never know how you touched our hearts and comforted us. When we
are in the Twin Citied we will never stay anywhere else, and have told many others of your
kindness. A huge bonus was the cleanliness and comfort of our room. In this day of
sometimes dwindling customer service, your staff is a bright and shining light.
“Dear people,
you will never
know how you
touched our
hearts and
comforted us.”
14
A Blast From The Past!
Although we’re always looking to the future, once in a while it’s fun to remember the past. This new section of the newsletter
will feature pages from past editions of Innside TPI. Below is a page from the 1992 spring edition that covers the Halloween
storm of 1991 and the introduction of the TPI 401-k plan. Wow! Who is that fine young man at Perkins Austin?
by Dave Torgerson
15
The TPI team welcomes home two of its own
Ronnie Aldrich and Shane Gray return safely from military duty in Kuwait
Two Torgerson Properties associates were recently welcomed home from military deployment in Kuwait. Ronnie
Aldrich, from Torge’s Live, and Shane Gray, from Perkins Fairmont, both returned to the United States in early May.
Below, left, the Austin team celebrates Ronnie’s return at their Mother’s Day brunch. To the right, Shane (second row,
second from the left) participates in a welcome home ceremony at the armory.
Words cannot describe the great pride that the entire TPI team has for Shane, Ronnie and the thousands of service
men and women who sacrifice so much to keep our country free. It is only though their efforts that we are able to enjoy
the many freedoms that exist in the United States today. Thank you both for your service, we are proud to have you
as members of the Torgerson Properties team!
Staybridge Suites Naples loses a member of the family
Longtime guest John Fioriti was a fixture at the Naples location
John Fioriti, also known as John Fish’n, passed away on Friday
morning, May 4, 2012, from a massive heart attack. John was a part
of our family at the Staybridge Suites in Naples, Florida. He was
remodelling the Fresh Market in Naples and his project had him here
from 2008 through 2009. He was a residence of room 301 for over
a year. He has done so much for our team here at the Staybridge.
John installed the motion light that is up behind the Chickee bar. He
wanted to make sure our team and our guests were safe at night.
Every time I walk back there and the light comes on I think of Good
old John. John purchased twenty steaks from the Fresh Market and
prepared lunch for the entire Staybridge team. There were many
nights he helped out with grilling and helping with our evening
socials. When we were holding a charity event for a little girl that
was born with a heart disease, John was right there to help out. He
guarded the back gate to collect donations and he helped clean
everything up after the event. After John’s project was completed in
Naples, he still kept in contact any time he was in town. He always
made sure to stop in and hang out with the team. John you will truly
be missed. We hope you are up in Heaven doing what you loved
best, FISHING!!!
John Fioriti, aka “John Fish’n”, enjoys one of his favorite past times...fishing. The Naples team
has experienced a deep sense of loss after John passed away unexpectedly in early May. Mr.
Fioriti was truely a beloved part of the Staybridge Suites family.
16
Inn the news at Torgerson Properties
Kannika Bessent has been with
Staybridge Suites Naples since 2009 as
a Guest Service Representative. As of
January, 2012, she has taken on an
additional roll as Sales Administrator and
has been a big help to the Naples team.
Kannika worked at a Intercontinental
Hotel in Bangkok, Thailand before she
moved to the United States. She has
lived in Naples for the last six years and
even teaches the Naples team how to
speak Thia every now and then.
Congratulations
on
your
new
responsibilities, Kannika. The Naples
team is proud of your accomplishments.
The Eagan Campus welcomes Jacob
Gonsior as the newest member of their
sales team. Jacob grew up in Lakeville
and studied Hospitality Management at
Normandale Community College. He
and his five-year-old daughter, Kailey,
currently live in Rosemount. Jacob
brings plenty of experience to the table
with four years at Sun Country Airlines
and most recently, four years at the
Crowne Plaza Hotel in Eagan. “My Dad
always said hard work pays off, and I live
by that to this day”, Jacob stated. After
one month of working in the hospitality
industry, Jacob feels like it is the ideal
career path for him.
Troy Schiesser is the new Assistant
General Manager for the Willmar
campus. He is native of Willmar, and
brings a background in both rental
properties as well as retail. Troy’s family
includes five children, plus another one
on the way. He enthusiastically supports
most Minnesota sports teams, and
especially enjoys spending time with his
family.
Welcome to the Torgerson
Properties team, Troy!
The Arbor Lakes Hotels welcome Jenna
Kurzeka as their Catering Manager.
Jenna graduated from St. Cloud State
University with a degree in Travel &
Tourism/ Hospitality. Jenna just moved
to northeast Minneapolis and she enjoys
walking her dog on one of the many
trails, and trying out new restaurants in
the area. Jenna spends her spare time
gardening, cooking and going to Twins
and Wild games. Welcome aboard
Jenna!
The Perkins Fairmont team would like to
welcome Danielle Grotzinger as their
new Kitchen Manager. Danielle brings
over a decade of restaurant experience
to the Fairmont team and has always
had a passion for cooking. She is a lifelong resident of Fairmont and enjoys
spending time with her husband and
three daughters. In her free time,
Danielle enjoys softball, hockey and the
Minnesota Twins. Welcome to Perkins
Fairmont, Danielle!
The Eagan campus of hotels is pleased
to welcome Glenn Crawley as the new
Campus Maintenance Engineer. Glenn
has worked for various employers in the
long term care industry, including
churches, schools and synagogues. He
and his wife Peggy live in Belle Plaine
and enjoy the small town atmosphere.
Their children are all grown and they
enjoy their many grandchildren. Glenn
enjoys politics and sports, much to
Peggy’s dismay. Glenn looks forward to
many happy years with TPI.
17
Inn the news at Torgerson Properties
The Hilton Garden Inn of Eagan is
thrilled to introduce Charlotte Belton as
their new Director of Housekeeping.
Charlotte has spent the past several
years working for CSM at brands such
as the Residence Inn and the Towne
Place Suites. Charlotte will be a great
addition to the TPI team with her positive
attitude and “Outrageous Guest Service”
focus. Welcome Charlotte!
Gina Carroll started out her TPI career
as a housekeeper at the Holiday Inn,
Super 8 and Comfort Inn of Fairmont.
When the new Hampton Inn was built
she learned the housekeeping routine at
her fourth property. In 2009, she was
promoted to Housekeeping Supervisor.
Gina has recently been promoted to
Executive Housekeeper at the Holiday
Inn and Super 8 properties in Fairmont.
She enjoys the variety of guests she gets
to meet, and loves working with her
co-workers. Gina was recently married
to her husband Danny, and they enjoy
their dogs, Grizzley and Bear, and two
cats, Tink and Isa.
Sarah Brandhorst recently joined the
Staybridge Suites Naples team as their
new Chickee Bar Manager. Sarah is
originally from Ohio and has made
Naples her new home.
She is a
graduate of Ohio University with a
degree in Advertising Design. In addition to her many talents, Sarah also
makes a mean Margarita! Welcome
aboard Sarah!
Noel Romer has joined the Staybridge
Suites Naples team as their Chief
Engineer. Noel brings a diverse wealth
of knowledge from his experience in the
condominium, high rise and the hotel
industry. Noel has lived in Naples the
majority of his life and he knows the area
very well. Congratulations on your new
position, Noel. The Naples facility is in
good hands.
Jessica Coulter is the new Assistant
General Manager at the Fairmont
Hampton Inn and Comfort Inn. In
December, 2011, Jessica graduated
from Black Hills State University with a
degree in Hospitality and Marketing.
She brings valuable experience in the
Hampton Inn and Holiday Inn brands
from previous positions held in Mitchell,
Deadwood and Spearfish, South Dakota.
She credits her family’s annual summer
vacations for shaping her as person and
inspiring her to follow a career in travel
and tourism. Jessica says, “I’m proud to
be part of an inspiring and hardworking
team in the Fairmont community”.
The Austin team in thrilled to introduce
Tracy Benesh as General Manager of
the Austin Holiday Inn and Days Inn.
Tracy graduated from the University of
Wisconsin Platteville where he earned a
degree in computer science. He grew
up in Reedsburg, WI and just recently
moved to Austin from Madison, WI. In
his free time, Tracy enjoys fishing,
hunting, hiking and spending time with
his two beautiful nieces. Welcome to
Torgerson Properties, Tracy.
18
Enhancing your 401-K retirement savings plan
Sweet Financial reminds us of services that are available with the TPI 401-K plan
Many Torgerson Properties associates are not sure how much participating in the TPI 401-K Retirement Savings Plan costs,
or what value they receive in exchange for specific fees. As of August 30, 2012, the Department of Labor requires all plan fees
to be disclosed to all eligible associates, participants and beneficiaries of the plan. These disclosure rules are based on new
regulations issued by the Department of Labor in February of this year.
As a result of these regulations, you will now see additional information regarding the Torgerson Properties plan, including fee
and other details, which will appear in several locations and formats such as:
•
•
•
•
•
Annual disclosure statements
Comparative charts of the investment options available
Glossary of terms
Enhanced website showing disclosures
Enhanced quarterly participant statements
Your retirement plan is a valuable asset, and is an important part of your total employee benefits package as an employee of
Torgerson Properties. Various services are available within the plan for you to take advantage of:
•
•
•
•
•
•
Tax advantaged way of saving for your retirement
Matching contributions by Torgerson Properties
Professional investment management
Retirement education
Online tools & resources to help you plan for your retirement
Retirement & investment consultation through Sweet Financial Services, Inc.
Torgerson Properties has partnered with Sweet Financial Services and Alerus Retirement Solutions to provide these retirement
benefits to you. We continue to monitor and evaluate all of the changes in the retirement plan industry to insure we are
providing you this valuable benefit at a reasonable cost. If you have any questions on how to take better advantage of the
Torgerson Properties 401-K Retirement Savings Plan, you can contact Alerus Retirement Solutions at 800-433-1685 or Sweet
Financial Services at 800-658-2507. It’s a great plan, and it can be even better when you take advantage of the available
services.
19
TPI Teams bring home the gold
Numerous recognition awards maintain a long-standing tradition of excellence for the TPI teams
Over the past twelve months, the Torgerson Properties teams have been honored by numerous national, local and brand
organizations for their outstanding performance. Congratulations to everyone for your amazing performance. It is your
commitment to a memorable guest experience that makes the TPI team second to none. Well done!
• Courtyard Rochester – Marriott's 2012 Silver Circle Award
• Staybridge Suites Naples – IHG's Regional Top Heartbeat Score award
• Staybridge Suites Naples – IHG's Regional Most Improved RevPar award
• Perkins Austin - Perkins Corporate 2011 Top Performer award
• Staybridge Suites Arbor Lakes – IHG’s Regional Top Revenue Growth award
• Staybridge Suites Bloomington – IHG’s Regional Top Heartbeat score award
• Country Inn & Suites Willmar – Carlson’s 2011 Presidents Award
• Homewood Suites New Brighton – Hilton’s Top New Hotel merit honoree
• Homewood Suites New Brighton – Hilton’s Suitekeeping Team of the Year merit honoree
• Tara Halen, Homewood Suites St. Louis Park – Hilton’s Director of Sales of the Year merit honoree
• Todd Roy, Homewood Suites New Brighton – Hilton’s General Manager of the Year merit honoree
• Homewood Suites New Brighton – Hilton’s Connie Pride Award – Hotel of the Year merit honoree
• Angie Buchholz, Hampton Inn Arbor Lakes – Hilton’s 2011 Hampton Inn Spirit of Pride award winner
• Holiday Inn New Ulm – Minnesota Lodging Association's 2011 Property of the Year
• Perkins Austin – Perkins Corporate 2011 Gold Flag Award
• Staybridge Suites Naples - 2011 Talk of the Town Award for Excellence in Customer Satisfaction
• Torgerson Properties - Voted one of the Top 10 Places to Work in Minnesota by the Business Journal
• Hampton Inn Fairmont – Hilton’s Hampton Inn Wall of Fame award
• Holiday Inn Arbor Lakes – TripAdvisor’s 2011 Certificate of Excellence award winner
• Staybridge Suites Naples – TripAdvisor’s 2011 Certificate of Excellence award winner
• Hilton Garden Inn Bloomington – TripAdvisor’s 2011 Certificate of Excellence award winner
• Courtyard Arbor Lakes – Marriott’s 2011 Silver Circle Award
• Courtyard Rochester – Marriott’s 2011 Silver Circle Award
• Homewood Suites St. Louis Park - Homewood Suites New Hotel Opening Performance of the Year
20
2012 TPI Engagement Survey dates announced
Annual anonymous survey provides valuable feedback to the TPI leadership team
Over 80% of all TPI associates participated in the 2011 engagement survey. This anonymous survey provides feedback that
assists the TPI leadership team in searching for new ways to enhance the work experience. By listening to the participants,
TPI has been able to address many challenges that may have gone unheard without the survey process. Open and honest
communication is a vital part of effective leadership, and this communication must exist at all levels of our organization.
We believe in our associates, and encourage each of them to take part in this valuable communication tool. Below
are the times and dates for each survey location. Be sure to participate in your property’s survey!
We want to hear from you!
~ Fairmont
9:00am to 5:30pm
~ Willmar
10:00am to 7:00pm
~ Austin
11:00am to 7:00pm
~ Bloomington
7:00am to 6:00pm
~ Red Wing
11:00am to 6:00pm
~ New Ulm
10:00am to 7:00pm
~ Maple Grove
1:00pm to 5:00pm
~ Eagan
9:00am to 6:00pm
~ Maple Grove
7:00am to 11:00am
~ Maple Grove
Noon to 5:00pm
~ Rochester
Noon to 5:00pm
~ Shoreview
7:00am to 7:00pm
~ St. Louis Park/Golden Valley 7:00am to 4:00pm
~ New Brighton
7:00am to 5:00pm
~ Naples
TBA
Thursday, July 19
Friday, July 20
Tuesday, July 24
Wednesday, July 25
Thursday, July 26
Friday, July 27
Saturday, July 28
Wednesday, August 1
Thursday, August 2
Thursday, August 2
Friday, August 3
Tuesday, August 7
Wednesday, August 8
Thursday, August 9
TBA
Holiday Inn Fairmont
Holiday Inn Willmar
Holiday Inn Austin
Staybridge Suites Bloomington
Perkins Red Wing
Holiday Inn New Ulm
Holiday Inn Arbor Lakes
Hilton Garden Inn Eagan
Staybridge Suites Arbor lakes
Courtyard Arbor Lakes
Courtyard Rochester
Green Mill Shoreview
Homewood Suites St. Louis Park
Homewood Suites New Brighton
Staybridge Suites Naples
At Torgerson Properties, we believe in our associates...
“Whatever It Takes For Outrageous Guest Service
...You Have The Power!”
Torgerson Properties, Inc.
Water’s Edge Professional Building
103 15th Avenue NW Suite 200
P.O. Box 1020
Willmar, MN 56201
Phone: 320-235-7207
Check out our web site at www.torgersonproperties.com