A publication for the employees of Cooper Hotels

THE INN FORMERVol. 29 Number 1 Winter 2017

Memo fromManagementBy Allen Ruffin, CPACooper Hotels Controller

On my visits to each of your hotels, I am often asked “what can I do to make a difference?” There are many things you can do to help your hotel become more efficient and profitable, and I hope some of the suggestions below will be beneficial to you: The front desk can check the high balance report each shift to ensure the hotel receives full payment from all guests. If the balance is more than cash paid or the authorized credit card on file, politely call the guest to inform him/her the card will be authorized to cover all charges. General managers and controllers can check daily override reports to confirm correct guest room rates were input correctly into the front desk system. Housekeeping should automate the inventory detail to track all guest supplies and other items needed to adequately stock our guest rooms. F&B directors, managers and servers should make sure all restaurant and bar customers who charge to a room are actually guests of the hotel by using and reviewing the interface from the front desk to the restaurant and bar cash registers. Night auditors should reconcile the room status report with the housekeeper’s report for any room discrepancy and vice versa. Banquet and catering can check that each event has a valid method of payment three days before the upcoming function by using the ticker system on Sales Pro. Also, theft is an ever-increasing issue we are all aware of. Most theft is now credit card fraud, but there are ways we can reduce theft:• Observe walk-in guests, since the likelihood of theft is higher than a guest with reservations. • Master keys should be kept under strict super- vision and control. • Be aware of suspicious individuals, and make regular rounds of each floor. • Stagger employee lunch and break periods during the day to keep one person on duty on each floor at all times.• Finally, never reveal any guest’s name or phone number to anyone. I realize many of these controls are in place at your hotel, but it’s always good to refresh ourselves because the more profitable the hotel, the better it will be for all of us.

Hilton Naples is Recognized for Diversity EffortsHilton Naples is the recipi-ent of a prestigious 2017 FACE Award. Co-founded by D’Latinos and Gulfshore Busi-ness magazines, the FACE Awards celebrate the accom-plishments of Southwest Flor-ida companies and individuals who reflect and celebrate posi-tive values and ethnic and ra-cial diversity, and in turn serve as inspiration for others. Longtime Cooper Hotels friend and business associate JD Clinton, chairman of IN-SOUTH Bank and a Naples resident, was responsible for nominating Hilton Naples for the award.

The diversity award-winning Hilton Naples and Mr. JD Clinton who submitted its FACEAward nomination.

Two Cooper Hotels Rank #1 on TripAdvisor WebsiteWhile many Cooper Hotels rank near the top of TripAdvisor rankings in their markets, two hotels have reached first place and remained there for extended periods of time. With 126 rooms and suites, Hampton Inn & Suites Detroit Metro Airport is in first place in the ranking of 26 hotels on the TripAdvisor Website. The 167 room DoubleTree by Hilton Oak Ridge – Knoxville is ranked #1 of seven hotels in Oak Ridge, Tennessee. At both properties, the teams are committed to 100% guest satisfaction. While both prop-erties are in competition with newer hotels for business and leisure travelers, the level of service provided by dedicated team members makes them #1 in traveler reviews.

Mr. Clinton’s nomination stated that Hil-ton Naples with its Shula’s Steak House has a diverse team of staff and management who have worked since opening in 2000 to reach out to all charitable and community organiza-tions to provide volunteer support, fundrais-ing and philanthropic support. Clark Hill, Hilton Naples general manager, and Tom Do-nahue, Shula’s Steak House general manager, have volunteered their time and served for many years on numerous boards and commit-tees of a diverse group of local organizations. “Hilton Naples and Shula’s Steak House welcome guests of varied backgrounds and

beliefs from around the world every day,” said Mr. Hill. “ The respect and appreciation for diversity is deeply rooted in our business culture and applies to our employees the same way it applies to our clients.” To qualify for a FACE Award, nominated companies must have diversity programs in place, display a record of philanthropy and must have earned awards or recognition in diverse areas. FACE Awards are given in six different categories, large company (Hilton Naples), small business, nonprofit, medical, educa-tion and arts and culture.

DETROIT, MI:Embassy Suites by HiltonHilton Global Month of ServiceTeam members from the Embassy Suites partnered with sister hotels Hilton Garden Inn and Hampton Inn & Suites to spruce up the local Lower Huron Metro Park during Hilton Global Month of Service. The teams weeded the flower beds and collected dried flowers and seeds to be replanted.

DETROIT, MI:Hampton Inn & Suites

COOPER HOTELS

PromotionsAdam Rachuy was pro-moted from assistant general manager to regional revenue manager. Kyle McCarthy transferred from DoubleTree Murfreesboro and has been promoted on the front desk from agent to manager.

Recently promoted team members Kyle McCarthy and Felicia Nazario promoting the new Hampton Guarantee. The brand recently announced a new Happy@Hampton Satisfaction Guarantee. The use of ‘happy’ raises the bar in terms of what hotels are promising to deliver and how guests can expect to feel when they are at a Hampton.

DETROIT, MI: Hilton Garden Inn

DECATUR, AL: DoubleTree by Hilton2016 Employee of the Year

2016 Employees of the Month■ May – Jalisha White, assistant housekeep-ing director. Management says that she is a huge asset to the team and makes sure that every guest feels the “comforts of home”.■ July – Carolyn Williams, supervisor in Twist Bar & Grill and occasionally a server. She makes sure that every guest feels special and goes the extra mile for everyone she comes in contact with during her shift.■ August – Jose Ortiz, banquet captain and supervisor in Twist, is always willing to help out wherever he is needed.■ September – Carolyn Williams, also July’s Employee of the Month, continues to make personal connections with every guest. ■ October – Trip Gilliland, originally was the Starbucks barista in the mornings. He stayed after his shift learning the system, and he was promoted to restaurant supervisor. ■ November – CiCi Brown, server in Twist. Every lunch guest in the restaurant knows her, and she knows their lunch favorites.

PromotionsAlyson Terry was promoted from sales coor-dinator to sales and events manager. Laura Saint was promoted from assistant front desk manager to director of front office. Jalisha White was promoted from inspector to assis-tant housekeeping director. LaShonda Felton was promoted from public space attendant to inspector. Carolyn Williams was promoted from server to restaurant supervisor. Ashley Pearson Clay was promoted from weekday hostess to restaurant supervisor.

Laura Saint, left, director of front office and CARE president, and Alyson Terry, events manager.

Awards and RecognitionDoubleTree by Hilton Decatur was one of three of the brand’s hotels featured in December CAREversations for having one of the top improvements in problem resolution. At the brand’s Full Service Director of Sales Synopsis in August, the property was recog-nized as a model example in social media for its Facebook page. In June, the property received a Certificate of Excellence from TripAdvisor for high scores and excellent guest comments.Community ServiceThe sales team started collecting newspapers for the local animal shelter last August. They have delivered over 1,000 newspapers, and they enjoy spending time with the animals.

To celebrate Housekeeping Week, the department was treated to ice cream from a local truck. Shown ordering his favorite ice cream is housekeeping inspector James Copeland.

For Hilton’s Global Week of Service, staff volun-teers worked in Lower Huron Metro Park har-vesting seeds from flowers so more flowers can be planted in other areas of the park next year. Shown left to right are Aldo Ceballos, Kathie Henderson, Erika Thacker, Jennifer Laemmel and James Copeland, with Vanessa Martinez in front.

Kylie Davis

Felicia Nazario was promoted from front desk agent to front desk lead.

Adam Rachuy

Nereida Acevedo (left), assistant executive house-keeper and Malessa Martinez, room attendant, were part of the volunteer teams cleaning and restoring Lower Huron Metro Park.

Kylie Davis joined the team last year as a guest service agent and was promoted to Hilton Honors Champion and reservations manager. Her positive attitude and genuine care for all guests make her a key contributor in the culture of the hotel, according to management.

Mary Moore Elected Hospitality Association PresidentThe Decatur-Morgan County Hospitality Association recently named Mary Moore, DoubleTree by Hilton Decatur director of sales catering and marketing, 2017 president.

COOPER HOTELSFORT MYERS, FL: Crowne Plaza at Bell Tower Shops2016 Employee of the YearCongratulations to JonathanHealey in the maintenancedepartment.

Shoeless Joe’s Sports Café UpgradeThe outdoor deck at Shoeless Joe’s Sports Café in the Crowne Plaza hotel has new motorized screens to protect guests from wind or rain, with one side doubling as a 12-foot wide screen for a new HDTV projector. Other improvements include a new granite bar top and LED lighting strips to change the ambiance of the deck for events and holidays.

Jonathan Healey

Crowne Plaza and Boston Red Sox Team Up for Boys & Girls Clubs The Crowne Plaza hotel recently hosted its 12th annual Evening with the Red Sox, raising over $120,000 for the Boys and Girls Clubs. 350 people attended the event, which featured multiple food stations, an auction and online silent auction, player autographs and special guests from the Red Sox organization.

For this year’s Hilton Global Month of Service, volunteers assisted the local food bank, process-ing 2,856 pounds of sweet potatoes. From left are Trista Brim, front office manager; Kristine Peth, as-sistant general manager; Alyssa Tompson, front desk; Stephanie Young, sales manager; Ciera Mon-roe Banks, f & b supervisor for comp services; and William Dukes, front desk.

FORT MYERS, FL: Homewood Suites at Bell Tower Shops2016 Employee of the YearCongratulations to JannettePerez, housekeepingsupervisor.

FORT MYERS, FL:Homewood SuitesAirport / FGCU

2016 Employees ofthe Month■ September – Adler Emilien, maintenance department■ October – Javier Rivera, houseman■ November – Kathleen Crowley, restaurant day manager■ December – Abigail Hudson, housekeeping supervisor

AbigailHudson

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Kathleen Crowley

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2016 Employees of the Month■ May – Serge Labissiere, lobby attendant■ June – Gregg Metz, front office supervisor

Jannette Perez

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GreggMetz

CarmenCalel

WilliamDukes

WilnesMarcelin

LeoMoyer

PattiSnider

Tyrhonda Kemp

■ July – Carmen Calel, laundry■ August – William Dukes, guest services representative■ September – Leo Moyer, assistant chief engineer■ October – Patti Snider, maintenance■ November – Tyrhonda Kemp, evening hostess■ December – Wilnes Marcelin, houseman

Just in time for the Fort Myers busy season, the entire exterior of the Crowne Plaza at Bell Tower Shops was recently painted with a new, brighter color scheme.

2016 Employee of the Year

VirginiaSanchez

RandyRodriguez

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Jasmine Hoskins2016 Employees ofthe Month■ May – Virginia Sanchez, housekeeping inspector■ June – Jasmine Hoskins, front desk■ July – Randy Rodriguez, assistant main-tenance engineer■ August – Brooke Slayton, food & beverage■ September – John Oats, maintenance■ October – Karla Travieso, housekeeper■ November – Desire Echevarria, housekeeper ■ December – Erika Lepinske, front desk

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PromotionsJoan Barkowski was promoted from sales coordinator to guest service manager. Nasa Lopez was promoted from suite care technican to executive housekeeper.

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Housekeeping Week CelebrationAn artist drew caricatures of each housekeeping team member, there were lunches with games, and a field day with a dunk tank during Housekeeping Week. Housekeeping carts were decorated, goodies were delivered to housekeepers on duty, and on a fun rally day, there was a highest soap tower stacking contest and a blind-folded sheet folding contest.

Jasmine Hoskins on the front desk is described by her manager as “the future of hospitality”. She learned the night audit and is always looking for new challenges.

PromotionsIn the front office, Trista Brim has been promoted to manager and Gregg Metz was promoted to supervisor.

COOPER HOTELSFORT MYERS, FL: Hilton Garden Inn

JOHNSON CITY, TN: DoubleTree by HiltonCommunity Service• In October’s breast cancer awareness walk, staffers volunteered to run the kids’ booth.• During the Second Harvest Food Drive in November and December, the hotel collected canned and non-perishable food.• Recently, the hotel baked goods fundraiser benefitted sister property team members in Pigeon Forge, Tennessee, who were affected by the recent Gatlinburg fires.

2016 Employees ofthe Monthn June – Chris Fields, front desk agent, gets repeated mentions on guest surveys and on Trip Advisor. n July – Dave Wiggington, laundry atten-dant, acknowledges guests and asks how their stay is going. He also helps out his teammates. n August – Malashia Solomon, houseper-son, always goes the extra mile to ensure that the hotel is tidy and on point for guest arrivals.n September – Andrew McKinney, guest service agent. Management says that he adds “light and warmth to our hotel”.n October – Julia Gutierrez, bartender, is a “staple of our hotel and restaurant”, according to management.n November – Chelsea Boone-Belcher, ban-quet server, will pick up extra shifts and go the extra mile to help get the job done. n December – Lynn Phillips, night auditor, has worked in almost every department and is always willing to help out anywhere needed.

For the annual Johnson City Christmas Parade, team members and their families built a Whoville Hotel Float, dressed as Whoville characters, and walked in the parade treating those along the route to over 1,000 DoubleTree cookies.

2016 Employee of the Year

Julia Gutierrez

2016 Employees of the Monthn November – James Panza, front desk, is the first person to welcome guests and make sure they find what they need.n December – Robyn Elliot, banquet captain, always makes sure that all her functions run smoothly and clients are happy.n January – Steve Lattin, bartender, makes guests feel at home, with a great attitude.

RobynElliot

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In November, the two Fort Myers airport hotels helped collect Teddy Bears for a local children’s hospital. From left are Kimberly Borrero, hostess; Jennifer Pope, catering and sales manager; Nicole Reich, cook; Brooke Benkert, assistant front office manager; and Daryl Miesner, Hilton Garden Inn general manager.

Julia Gutierrez, bartender, is a 13-year team member who constantly receives positive guest comments on brand guest service reports and on TripAdvisor.

KINGSTON, NY: BEST WESTERN PLUS Hotel & Conference CenterNew Sales ManagerDayle Nuzzolese joined the Kingston hotel team as corpo-rate sales manager. He has an extensive food and beverage background in full-service and luxury hotels. Management says that moving to sales was a natural step for him.

2016 Employee ofthe YearCongratulations to Nicole Reich, Cook.

Nicole Reich 2016 Employees of the Monthn June – Maria Singh, front desk agent n July – Brian Lithicum, shuttle driver n August – Betty Ali, housekeeping supervisor n September – Monica Borrero, f&b supervisorn October – Celina Lopez, f&b dishwashern November – Angelie Rivera, housekeeping supervisorn December – Nicole Garcia, front desk agent

Safety Committee ActivitiesIn August, the Jackson Police SWAT team gave an active shooter presentation with tips on what to do in such an event. The commit-tee also discussed fire safety with the city fire chief and tornado preparations. As of Febru-ary, the hotel was one year accident-free.

In October, staffers visited third graders at their elementary school partner in education, provid-ing fire safety activity books and encouraging them to know what to do in case of a fire. In the group selfie, left to right, are Ginger Meeker, res-ervations manager; Charis Davis, sales manager; and Shani Ruffell, assistant controller.

2016 Hero of the YearCongratulations to Zack Helton in the banquet department.

JACKSON, TN: DoubleTree by Hilton

2016 Heroes ofthe Monthn August – Fannie Hankins,housekeepingn September – Zack Helton, banquetsn October – Chris Garmon, maintenancen November – Sedarius Morris, kitchenn December – Crystal Baker, housekeeping

FannieHankins

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2016 Employees of the Month

(front of house/heart of house) ■ June – Angela Chambers, assistant executive house- keeper / Robert Trice, driver■ July – Quoeda Parker, front office supervisor■ August – Wayne Sanders, banquet setup / Marilyn Walton, guest service agent■ September – Wanda Brown, cook / Cerchel Brown, banquets■ October – Lillian Johnson and Latrice Kennon, room attendants / Jasmine Diggs, hostess■ November – Ladosha Cobb, room atten-dant / Cerchel Brown, banquets■ December – Jack Valentine, engineer / Somartha Prak, restaurant supervisor

2016 Employees of the Month ■ June – William Pitts, shuttle driver, always goes above and beyond, greeting every guest with a warm smile that makes them feel at home. He is always there to lend a helping hand.■ July – Ashante Jones-Gill, banquet server, is always on task and willing to help co-workers without having to be asked. ■ August – James McPherson in mainte-nance, always follows through with his work. ■ September – Nathan King, server, makes the guests feel at home with his Southern accent and phenomenal service.■ November – Ricky Deloach, houseman, always goes above and beyond for guests.■ December – Christina Chick, front desk, is a fine example of customer service. She is also very reliable and constantly asks about ways to improve her performance.

COOPER HOTELS

2016 Employees of the Month■ May – Leslie Lambert, guest services■ July – Heather Crye, restaurant server■ August – Francisca Maldonodo, laundry■ September – Reyna Canales, room attendant■ October – Uvi Aguilar, hostess/server■ November – VyrnaSue Calkins, room service attendant■ December – Brandon Pierce, culinary

PromotionsA team member at Hilton Knoxville Airport since 2006, Mary Moore was promoted from the food and beverage department to sales coordinator. Adriana Perez was promoted in housekeep-ing to inspector. Devin Proffitt was promoted on the mainte-nance staff to supervisor. Leslie Lambert was promoted on the front desk to morning supervisor.

The Hilton Knoxville Airport team donated 55 cases of Gatorade to the U. S. Forest Service fire crews battling the Great Smoky Mountains wild-fires. Devin Proffitt (left), maintenance supervisor, and Alex Squires, chief engineer, helped load and deliver the Gatorade.

KNOXVILLE, TN: Hilton Airport

UviAguilar

VyrnaSue Calkins

Brandon Pierce

2016 Employee of the YearHeather Crye joined the Hilton Knoxville Airport team in March 2014 as a server. She cross-trained in several positions in f&b. She ensures guests receive excellent service.Heather Crye

LeslieLambert

Francisca Maldonodo

ReynaCanales

MURFREESBORO, TN: DoubleTree by HiltonCARE Community Service• In honor of 9/11 first responders, the team de-livered DoubleTree cookies to local fire stations.• Team volunteers helped with the United Way Stuff the Bus program in August, assisting with stuffing backpacks full of school supplies for children in need.• At the annual VA Hospital Carnival in Oc-tober, the team helped disabled veterans get around and helped them play the many games.

Megan Henley (left), catering director, and Tara Conner, assistant controller, were some of the many team members who assisted with the Unit-ed Way school supplies for children in need pro-gram in August.

2016 Employee of the YearCongratulations to William Pitts, shuttle driver.

William Pitts

MEMPHIS, TN: DoubleTree by Hilton

In a team building exercise at Go Ape Treetop Ad-venture obstacle course, team and family mem-bers climbed rope ladders, walked across bridges and tried the zipline. Left to right are Jenna Fisher, server; Nikki Dyer and Rick Dyer, family of control-ler Sandra Dyer; Gail Hines, restaurant supervisor, and Johnathon Hines; Jacinta Humes, hostess; Kurt Harrop, general manager; Alicia Martin, assis-tant controller; Anthony Troxel, director of sales; and Terrance Fulton, steward.

2016 Employees of the YearQuoeda Parker, front desk supervisor, was chosen for her helpfulness to guests and co-workers. She has gone above and beyond many times for guests. Wayne Sanders, banquet setup, is always willing to help wherever he is needed without any questions.

Quoeda Parker

Wayne Sanders

Director of Sales Visits Southwest Airlines HeadquartersAnthony Troxel, director of sales, catering and marketing, is a member of SoundCheck, a young professionals group with the Mem-phis Chamber. In October, he was one of five members who won a complimentary trip to Dallas for a tour of Southwest Airlines corpo-rate headquarters. Anthony won the trip by an-swering questions about hospitality and what he would like to learn about Southwest. A pan-el of business leaders selected the trip winners.

NAPLES, FL: Hilton2016 Team Member of the YearBella Hernandez, guest services

COOPER HOTELS

Community Service and Events Here are just a few of the hotel’s activities:• Gatlinburg Fire Victims Donation – Donated 10 cases of water, unclaimed clothing from lost/found and five cases of canned foods.• Roane Alliance Gala – The hotel donated a weekend stay for auction to raise funds toward economic development.• Toy Drive Event for Holiday Bureau – The staff collected two boxes of toys and provided 14 hours of community service.• Neighborhood Watch Party in the Park – The hotel donated 250 cookies for the event.

OAK RIDGE, TN: DoubleTree by Hilton

2016 Employees of the Month■ July – Robert Nowacki, maintenance and hotel porter, is dedicated to keeping the hotel looking good.■ August – Mary Johnson, housekeeping, acts promptly to fill guest needs. ■ September – Josh Sullivan, bartender, gets great reviews from customers and meets ex-pectations.■ October – Caitlin Overholser, housekeep-ing, is very cordial to guests and goes out of her way to please them. ■ November – Sean Morgan, kitchen, always has the energy and willingness to get the job done.■ December – Krystal Cole, server. Guests just love her and request her tables, her super-visor reports.

Gretchen Julius, general manager, and local resident Keith Lay (right) provided $50 gift cards for use atBurchfield’s restarant in the DoubleTree by HiltonOak Ridge to all 57 Oak Ridge police officers tothank them for their service. The hotel and Mr. Lay shared the cost of the cards.

Hilton Naples Voted Best Business Hotel in Southwest FloridaOnce again Hilton Naples received the Gulf-shore Business Annual Readers’ Choice Award for Best Business Hotel in Southwest Florida. Gulfshore Business is a leading business-to-business magazine in Southwest Florida. Over 4,000 readers participated in the survey.

Sales Team is Tops in Quarterly AwardsJane Stabler received the Coo-per Hotels Top Sales Manager Shining Star Award for the second quarter, 2016. Robin Castleberry won the Cooper Hotels Top Director of Sales, Catering & Market-ing Award for the third Quar-ter, 2016.

2017 WeddingWire Award WinnerWeddingWire®, the leading global online mar-ketplace for the wedding and event industry, announced Hilton Naples as a winner of the esteemed 2017 WeddingWire Couples’ Choice Awards® for Ceremony & Reception Venue and Rehearsal Dinner Location in Naples. The awards are based on reviews from clients.

Hilton Naples Rated 4-DiamondHilton Naples received a 2017 Four Diamond Rating from AAA. Four Diamond Award-rated hotels are refined, stylish with upscale physical attributes, offer extensive amenities and a high degree of hospitality, service and attention to detail.

Bella Hernandez

2016 Manager of the Year and 3rd Quarter Team Member AwardDiane Cepaitis, guest services

2016 4th Qtr. Team Member AwardMaria Blanco, banquet department

Diane Cepaitis

2016 2nd Qtr. Team Member AwardJose Lopez, housekeeping

At December’s Make-A-Wish Southern Florida Donor Celebration, Shula’s Steak House Naples received the In-Kind Angel Award for service to the organization. Jeff Jerome, Shula’s Naples director of marketing and sales, accepted the award from Lesley Robichaud Colantonio, senior special events coordinator.

Shula’s Naples 2016 MVP Winners, team members from the front of the house and back of the housewho go above and beyond. They are team playerswith leadership potential and self-motivation.MVPs follow all Shula standards and policies, andthey are dedicated to their team, supervisors and company. Shown are (from left) Pace Cooper,Cooper Hotels president and CEO; Tom Donahue, Shula’s Naples general manger; MVP Alex Nickel,sous chef; MVP John Gravez, server assistant;MVP Taylor Guffey, front of house supervisor;Mark Healey, executive vice president, Shula’s SteakHouses LLLP; MVP Ed Balevic, back of house sous chef; Dave Shula, partner, Shula’s Steak House LLLP.

2016 Employee ofthe YearJosh Sullivan, bartender, takes on many responsibili-ties and is one of the most dedicated employees. Ac-cording to management, he has impeccable job perfor-mance and an outstanding attendance record.

Robert Nowacki

MaryJohnson

CaitlinOverholser

SeanMorgan

KrystalCole

JaneStabler

Josh Sullivan

RobinCastleberry

Maria BlancoJose Lopez

Shula’s Earns Wine Spectator AwardFor the second consecutive year, Shula’s Steak House Naples has earned the prestigious Wine Spectator Best of Award of Excellence.

PIGEON FORGE, TN: Holiday Inn

COOPER HOTELSORLANDO/ALTAMONTE SPRINGS, FL: Hilton

2016 Employees of the Month■ July – Oscar Rodriguez, engineering■ August – Kenyette Halasz, food & beverage■ September – Yanelis Dominquez, house-keeping■ October – Estaban Colon, bellman■ November – Kay Weisenbaiger, concierge■ December – Carolina Castro, banquets

Upcoming RenovationIn May, a total renovation of all guestrooms will begin. It will feature the latest modular furniture instead of traditional component fur-niture. Upgrades will include new platform bedding with new mattresses, modular headboards with built-in night tables, a modular unit for a desk, hospitality center, television, dresser, refrigerator cabinet and luggage bench. New carpet will be installed and a modern paint/color scheme will be introduced. Bathrooms will be retiled, lighted mirrors will be installed, bathtubs will be refinished and new wall covering will be added. The bathroom entry will be a new sliding door, al-lowing more space in the bathroom.

2016 Constant Caring Friend of the YearPaula Adkins, front desk. Management says that she is amazing with guests, taking every guest’s needs person-ally and following through to make sure they are met. A team player, she also works in housekeeping when needed.

PIGEON FORGE, TN: Holiday Inn Express Hotel & Suites

2016 Employee of the YearJason Garner, laundry, has been part of the Holi-day Inn Express Pigeon Forge team for one year. Jason is always willing to help out and does so without being asked.

SEVIERVILLE, TN: Baymont Inn & SuitesThe hotel’s

annual client appreciation

event was an Octoberfest

Hilton Honors enrollment celebration with many

prizes, food and drinks.

Shown from left: Hayley

Schultz, sales administration; Rachael Clark,

accounting/hu-man resources;

and Lanlee Santana in

reservations.

A 9/11 memorial display containing steel from a World Trade Center building was dedicated in the hotel lobby several years ago by members of the Central Florida Fire Chiefs Association, which has regular meetings at the hotel. A special 15-year memorial event was held last September. Shown with the display is Altamonte Springs Chief Gas-ton, one of many first responders and guests who attended the memorial event.

Kenyette Halasz

2016 Employee ofthe YearKenyette Halasz was also recently promoted from server to food and beverage manager.

Constant Caring Friend of the Month■ June – Dorinda Derwin, accounting assis-tant, also assists the human resources and guest services managers, and she works on the front desk. She was involved in organizing Inter-Continental Hotels Group’s “Celebrate Service Week” at the hotel. Then, instead of attending the functions she worked the front desk so the staff could attend.■ July – Lauren McMahan, front desk, “gives 120% every day”. She is always pleasant and

Paula Adkins

helpful to guests and co-workers, stays late when needed and handles last minute schedule changes with professionalism. ■ August – Patricia Rodriguez, housekeep-ing and training instructor. Her rooms are al-ways clean, she is punctual, helps guests with anything they need and goes above and be-yond to help co-workers. ■ September – Claudia Euceda, housekeep-ing, is a versatile, 10-year staff member. She can work as a room attendant, lobby attendant or in the laundry. ■ October – Hostilio Mejia, groundskeeper, helps out in the laundry and in maintenance. He cheerfully works when needed, including on scheduled days off.■ November – Lauren McMahan, front desk, is great at her job and great with guests. She truly cares about guests and wants them to enjoy their stay, her supervisor said.■ December – Betty Adams, housekeeping, is thorough, meticulous, happy to help wher-ever needed, and she volunteers for projects.

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2016 Co-Employees of the YearDebbie Jordan, room attendant, always does a great job, according to management. Mary Elaine Rumberger runs the hotel laundry and fills in as assistant executive housekeeper. She also does an outstanding job for the property.

Service RecognitionHoliday Inn Pigeon Forge was presented a Certificate of Appreciation by the Southern Area Incident Management Team for out-standing logistical support during the Smoky Mountain wildfires in November.

Debbie Jordan Elaine Rumberger

THE CUSTOMERS ALWAYS WRITE – OR POSTDoubleTree by Hilton Jackson“Highly recommend!!!!”Very nice hotel! Beds were super comfy, nice big TVs, room service was very good, very updated and staff was very friendly and helpful! Lots of nice amenities. Will definitely be back!Kandice74, Olive Branch, MS

Hilton Garden Inn Detroit Metro Airport“Great Staff”I arrived late and fortunately the hotel had a 24 hour airport shuttle. Very nice hotel with very friendly staff. The people at check-in and check-out were pleasant and the breakfast staff was excellent as well. Extremely comfortable room. knife2016

Homewood Suites by Hilton Fort MyersBell Tower Shops“Another Great Stay”I stay at this hotel every January while I play baseball in town. The place is great, the service is perfect. I couldn’t be happier. There’s always a good mix of people staying here; business, families, etc. That shows you it’s a great place to stay.I4713LLmichaelm, St. Paul

Best Western Plus Kingston“Great Experience”Great family hotel. Breakfast and dinner were amazing. Great bar. Indoor pool and arcade were a nice surprise. Laundry facility was very convenient. Staff was very accommodating. Room was very nice.debrafeeney

Holiday Inn Express Hotel & SuitesPigeon Forge“Great Stay”The location is great. Very clean and quiet rooms. Never even heard anyone else’s water running. Very friendly staff. Will definitely stay again. Very close to main attractions. I felt very safe and secure.Z1553GAjudithb

DoubleTree by Hilton Johnson City“Wonderful!!!!!”We love staying at DoubleTree. The staff is always very professional and kind to our family. The staff always goes above and beyond to make our stay pleasurable. Our kids love it when we stay at DoubleTree. They enjoy swimming and ordering from room service. Diamondcrest10, Tennessee

Hampton Inn & Suites Detroit/Airport-Romulus“Great Experience”Great hotel, walking distance to great restaurants. Staff was great and very helpful. The hotel was very clean, and the breakfast selections were awesome. They had coffee in the lobby 24 hrs, and it was just right on those cold nights after returning from all day meetings. Felt like I was at home.robertaF7669XV

DoubleTree by Hilton Murfreesboro“Great business meeting experience”Business meeting and 2 night stay at the hotel. Have stayed before and would definitely stay again. Great restaurant and bar. Staff was very knowledgeable and friendly. Breakfast was as good as it gets.dougI544, Gibsonville, NC

Baymont Inn & Suites Sevierville“Great”I was very impressed to see a hotel that was American operated, and I found the staff to be very helpful and polite. Our room was great and very clean. Cindy in housekeeping was a wonderful help with our needs. This will be our go to place to stay from now on. Highly recommended.Donna R

Hilton Orlando/Altamonte Springs“Great People with Great Attitudes”Great hotel with great people. They always go out of their way to make you happy. Great food and great service from the front desk to the shuttle driver. General manager and his staff do a great job, and they meet every morning with a smile. S7595EVrobertf

Hilton Knoxville Airport“Great place to stay”Friendly staff; outstanding room service. Had pre-ordered a fruit and cheese tray because I would be arriving after room service closed. Beautifully presented; great selections of cheeses and fruits. The breakfast was very good, too. Marilyn B.

Crowne Plaza Hotel Fort Myers“Guest Compliment”On the weekend of August 5-August 7, 2016, the 71st Reunion of the Ninth Infantry Division Association of World War II, of which I was chair person and coordinator, was held at your Ft. Myers hotel. I can’t say enough about how wonderful it was and how smoothly it ran. Stephanie Young of the sales department and Laura Spencer, head of catering made my job so easy and were so wonderful to work with. Any time during this three day weekend our questions, requests and our needs were immediately taken care of with a smile by Billy Yetter. Never in seventy one years of previous reunions had we ever experienced the conscientious attention and care we received from Billy and the hotel.Arlene Silver

Holiday Inn Pigeon Forge“Nice hotel and very nice staff”This was an overnight stop for us on our way to Knoxville. The room was very clean and nice. I was told all rooms have refrigerators and microwaves like ours did. The restaurant appeared very nice. Overall, a very pleasant experience.mark h

DoubleTree by Hilton Decatur Riverfront“One of the Best”We attended our annual Yacht Club’s Commodores Ball at the DoubleTree Hotel by Hilton and had a wonderful time. The staff was excellent and professional; the food was great. My wife and I opted to stay the night at the hotel after the ball, and the prices were very reasonable. The breakfast bar the next morning had anything you could want for breakfast at a very reasonable price. E4525NKjerrys, Lawrenceburg

Embassy Suites Detroit Metro Airport“Had a good time”Very impressed with this hotel. Evening reception was really nice - free food and cocktails! The breakfast was the best! Made to order omlettes. I will be staying here again. Also enjoyed the pool and hot tub. 888marshas

Homewood Suites by Hilton Fort MyersAirport/FGCU“Very Clean”A great location off 75 by Florida Gulf Coast University. Lots of shopping and restaurants nearby. The beach is a little bit of a drive due to the traffic. The hotel is very clean and the staff is very nice. The shuttle service they have is great. We had Scott a couple of times, and he was awesome. The outside area is great to enjoy the sunshine. Toddamy

Hilton Garden Inn Fort MyersAirport/FGCU“Excellent experience”Staff was friendly and accommodations were perfect for our needs. The room was clean and comfortable, and my children loved the large aquarium in the lobby. We would definitely stay there again. 992tanah, Suwanee, Georgia

Hilton Naples“Great anniversary trip”We have returned to the Hilton Naples for our anniversary for about 12 years. We love it. The room was clean and comfortable. The pool area was quiet & relaxing, mostly adults. The concierge lounge amenities were fantastic. There are free bikes and a regular free hotel shuttle to the beach. Everyone working there was super nice. We’ve recommended this hotel to friends & family and they also really liked it. We will definitely go back next year.Missy Z

DoubleTree by Hilton Memphis“Outstanding Staff”I love this hotel. I try to stay here every time I come to Memphis - it has great proximity to everything, but it’s not right in the heart of downtown (which makes it quieter). Super friendly staff in all parts of the hotel. The breakfast is outstanding. They recently remodeled, and it’s very nice.Michelle M, Philadelphia

DoubleTree by Hilton Oak Ridge“Look Past the Decor and Find Real Beauty”This hotel was exactly what we needed for a quick night of rest before traveling for a full day. The bed was comfortable. The staff was friendly. The breakfast was as good as it should be. I would recommend booking the stay on the Hilton website and getting the Bed and Breakfast deal.D8843AUjenniferw, Lakeland