focus summer 2016

Focus is published for the associates at our properties who continually strive to exceed our customers’ expectations. Thanks for your efforts and commitment.

Contents

Vol. 32, No. 3

P. 2-3

Promotions

P. 2-3

Service Pledge Training

P. 3

Awards

P. 4

RVP Spotlight

P. 5

Task Force Success

P. 6-7

Focus on HR

P. 6-7

Renovations

P. 8

Community Involvement

www.whhotelgroup.com

T H E K R A ROA D M A P : I T’S I N YO U R H A N D S Department-specific Performance Objectives result in clear paths to success Successful execution of the WHG Mission Statement requires associates to deliver flawlessly against the company’s five priorities or Key Result Areas (KRAs): Customer Satisfaction, Human Resources, Product Quality, Profit and Growth. Each KRA or company priority has specific Performance Objectives and Measurement Indicators to gauge the accomplishment of the objectives. True success occurs when all five KRAs or company priorities are achieved simultaneously. This disciplined approach enables all associates to know what is expected of them every day. The best part is that WHG’s associates are involved in creating the Performance Objectives, specific to their departments, for each KRA. “We want everyone’s input and involvement at our hotels and at our Corporate Office,” says Mike Conway, CEO. “The best ideas are from those who are closest to our customers every day and bring the KRAs to life.” WHG is starting the process for 2017 and is asking associates to work with their supervisors to determine the Performance Objectives. At the hotels, once the supervisor signs off on the Performance Objectives, they are presented to the GM for approval. Upon review by the GM, the objectives are sent to the RVP for final approval. A similar goal-setting and approval process occurs at the Corporate Office. Everyone is asked to have their KRAs, Performance Objectives and Measurement Indicators in place and approved by December 1, 2016.

This decentralized decision-making empowers associates to help in determining the tools they need to be successful. Being actively engaged in KRA achievement is key to everyone’s success. “Coming up with new ideas and strategies to enhance performance requires insight,” Conway continues. “Our associates have the best knowledge of how we can continue to exceed customer expectations and grow our business.” He noted that WHG’s 10-year winning streak of the Gallup Great Workplace Award is supported by the KRA process. “The KRAs facilitate communication and allow us to focus and Conway keep things simple,” he says. “Simultaneously, this should be a living, breathing process; we could change Performance Objectives every month if circumstances change or if someone has a great idea to increase revenues, reduce costs or improve customer satisfaction.” “To create a winning team and a solid business plan to win over the competition, we need everyone’s commitment,” Conway concludes.

WHG celebrates 20th anniversary of Associate Pledge Though trends and technology have changed significantly since the 90s, for WHG, one thing has not wavered with the passage of time — the Associate Pledge. “As the 20th anniversary of our pledge occurred not long after our partnership with Pyramid Hotel Group (PHG) was finalized, we had an opportunity to celebrate what made our company great and simultaneously look ahead to a bright future,” COO Brian Perkins shares. The entire company — from its Cincinnati headquarters to its properties across the U.S. — came together at 2 p.m. EST on April 7, allowing all associates to observe and celebrate both the pledge and the WHG Mission Statement. Each location, many of which were visited by members of WHG’s senior leadership, played host to slightly different events, but the following activities occurred company-wide: leadership reviewed the Mission Statement and pledge with their teams and conducted a “re-training”; associates enjoyed the Pledge Wheel and refreshments; and each associate signed the pledge and Mission Statement. More than 1,700 associates were refreshed and refocused on WHG’s common mission as a result. (See photos of the properties’ celebrations on Pages 2-3.) “Due to their geography and markets, our hotels have inherent differences, but they all share the pledge — it’s what connects them all,” Perkins explains. “The associates are who the guests remember.”

PHG also celebrated the pledge’s anniversary at seven Marriott hotels that WHG had previously developed and Pyramid currently operates. These celebrations were a reflection of the common focus both companies share in taking care of their guests and their associates. WHG will celebrate the Associate Pledge’s anniversary every April. This occasion will mark a time to celebrate WHG’s strong history and to continue looking ahead to the future.

Above and below: WHG and JQH corporate associates celebrate the pledge.

GM & AGM ANNOUNCEMENTS

David Kosobud

Steven Lemmerman

Ralph Mordocco

David Rosenberg

Dave Smith

David Kosobud has been promoted to GM at Marriott Columbus-Airport, Ohio. Kosobud joined the company in 2010 at Cincinnati Marriott Airport and was promoted to AGM at Marriott at Renaissance Park, Spartanburg, S.C., in 2011. As part of the transition team, Kosobud played a significant role in the hotel’s achievements, including being ranked in the Top 15 of the Marriott brand in GSS. He earned a bachelor’s degree of professional studies in culinary arts management from The Culinary Institute of America.

Erik Britz

Nic DiLillo

Dave Smith has returned to WHG as GM of Embassy Suites Lexington, Ky. Smith previously served as GM at Holiday Inn Cincinnati-Airport, Erlanger, Ky., and Cincinnati Marriott Airport for several years. He earned an associate degree from University of Cincinnati and is a certified hotel administrator.

Steven Lemmerman is the new GM of Marriott ChicagoThomas Payne Northwest. He has had many successful years serving and managing properties at Marriott and Renaissance hotels, most recently as GM of Radisson Star Plaza in Merrillville, Ind. Lemmerman has a Bachelor of Science in business administration from University of Nebraska and a Master of Science in management from Leslie College. Ralph Mordocco has joined Renaissance Hotel Indianapolis-North as GM. He began his WHG tenure in 2002 and was most recently GM at Ohio University Inn & Conference Center, Athens, Ohio, and Embassy Suites Lexington, Ky. While at Embassy Suites Lexington, Mordocco finished No. 1 on the WHG Balanced Scorecard (2015). The hotel also ranked in the Top 10 of the brand for Customer Satisfaction and achieved the “Highest Helpfulness of Hotel Team Members” 2015 Hilton Award. He graduated from The Ohio State University with a Bachelor of Science in hospitality management. David Rosenberg has returned to WHG as GM of Marriott Cleveland-East. Rosenberg returns to WHG after serving as GM at Hyatt Atlanta Midtown. He previously served in a number of assignments with WHG over eight years, including as GM at DoubleTree Suites by Hilton Cincinnati-Blue Ash. He also was a GM with Interstate Hotels for 10 years. Rosenberg attended Culinary Institute of America and also received his bachelor’s degree in hospitality management from Florida International University.

Trevor White

Erik Britz has been promoted to AGM at Holiday Inn Cincinnati-Airport, Erlanger, Ky. Britz is a hospitality graduate from Ohio University and has served in many assignments. As p.m. dining room supervisor, he was successful in increasing revenues by 20 percent and significantly improved a la carte F&B scores. “The Holiday Inn Cincinnati-Airport is very pleased to have Erik on the team,” shares Awilda Castro, HR manager. “We look forward to more successes.”

Nic DiLillo has been promoted to AGM at Marriott Columbus-Airport, Ohio. He previously was AGM at Ohio University Inn & Conference Center, Athens, Ohio. DiLillo is an Ohio State graduate who had worked in Athens since May 2015. During his tenure, the hotel reached unprecedented levels of excellence, including the highest Overall Satisfaction scores in hotel history, as well as “Excellent” ratings in METS and Quality Assurance reviews. Thomas Payne has joined Marriott at Renaissance Park, Spartanburg, S.C., as AGM. Payne graduated from University of South Carolina’s hospitality program and brings a wealth of experience to the role. He worked his way through college as director of food & beverage and later served as GM at a Holiday Inn Express and Marriott properties. Trevor White has been promoted to AGM at Ohio University Inn & Conference Center, Athens, Ohio. White is a hospitality graduate from Ohio University who joined the staff as a student. Since graduating in 2015, White has been promoted several times, most recently to banquet manager. The hotel achieved its highest Event Satisfaction Scores in its history under his leadership.

SERVICE PLEDGE TRAINING Party for the pledge

Service that takes the cake

Home run party

Embassy Suites Lexington, Ky., celebrated with food, fun, prizes and comradery. RVP Jennifer Porter joined associates to honor the history of the pledge. In addition to enjoying cake and a mega prize wheel, associates shared stories about how they have lived the pledge.

Marriott Austin-North at Round Rock, Texas, celebrated by recognizing a superstar in each department. The recognized team members each received $20 and specific examples of how they live the pledge were shared with the group.

Associates enjoyed a baseball-themed event and free T-shirts at Marriott Columbus-Airport, Ohio. They recommitted to the pledge by putting together giant puzzle pieces, each of which displayed one of the pledge’s aspects. After the teams spent time discussing the pledge and what it means to them and their guests, the puzzle was flipped over, revealing the phrase “No. 1 team.”

From left: GM Melissa Garrett, cook Sam Trogden and AGM Mindi Marshall

Veronica Beita, RCG dining room supervisor, recognizes greeter Donna Bowman as a superstar.

Time to celebrate at Radisson Hotel Lansing, Mich.

Rally around the pledge Holiday Inn Cincinnati-Airport, Erlanger, Ky., challenged all departments to attend a rally and display its favorite Service Pledge aspect. It turned into a very creative spectacle where each team added its own flare and personality. The a.m. dining room team created a pledge garden.

2 WHG Focus Summer 2016

(Left to right) Sales and catering account managers Ingrid Meyer and Ashley White pose with Kim Wright, sales account manager, who came dressed as a telephone to the pledge party.

AGM Kevin Ross and Elena Blanco de Paez

Duane Maxwell, executive

and Aronise Delien, room

housekeeper, spin the prize

attendants, sign the pledge.

wheel.

PROMOTIONS FROM WITHIN

Carrie Ireland

Mackenzie Kucharsky Cassandra Wagenveld

BANQUETS Carrie Ireland has been promoted to banquet manager at Ohio University Inn & Conference Center, Athens, Ohio. A graduate of Ohio University, Ireland joined WHG in 2014 as a guest service supervisor and was an essential part of the front desk for almost two years. “Carrie is great in leading her associates, and we are happy to give her the opportunity to expand her knowledge,” shares Nicole Franz, HR manager.

FOOD & BEVERAGE Mackenzie Kucharsky has been promoted to relief supervisor from guest service supervisor at Ohio University Inn & Conference Center, Athens, Ohio. Per her interest in learning about F&B and a willingness to grow into sales or human resources, HR manager Nicole Franz shares, “This position will get her one step closer to learning all aspects of the hotel operation.” Kucharsky is a 2014 graduate of Ohio University with a degree in restaurants, hotels and tourism.

Antonia Fisher

Brandi Alpin

Cassandra Wagenveld has been promoted from a.m. dining room server to p.m. dining room supervisor at Ohio University Inn & Conference Center, Athens, Ohio. Since joining WHG in 2015, she has proven to be a hard worker. Nicole Franz, HR manager, says: “This has proven to be a seamless transition as she is already making a positive difference. We are excited to see her progress with the company.”

FRONT DESK Antonia Fisher has been promoted to reservations GSR at Embassy Suites Lexington, Ky. She joined WHG a year ago as a GSR and quickly learned the operations of the front desk as a part-time associate. She advanced to a full-time associate months into joining the team and has taken on additional responsibilities assisting with training new GSRs, reservations and group rooms. Fisher is pursuing her associate degree in business administration and is a certified nurse assistant and emergency technician. Brandi Alpin has been promoted to guest service supervisor at Radisson Hotel Lansing, Mich. She joined WHG in January 2015 as a GSR and was the rooms division AOY in 2015. She is pursuing an associate degree in hospitality business from Lansing Community College.

AWARDS An excellent staff

Service headed in the right direction Marriott Cleveland-East celebrated with food, fun, games and prizes. At one point, associates broke into five teams and completed a scavenger hunt, following clues to find puzzle pieces that made a key point of the Service Pledge. The winning team had to identify which section of the pledge their puzzle piece represented.

Briana Edgerson, banquet captain,

Embassy Suites Lexington, Ky., won the WHG 2015 Excellence Award and the Hilton 2015 Helpfulness of Staff award. AGM Martin Borawski (L) and GM Ralph Mordocco show off their hardware.

signs the pledge.

A rosy staff Associates had T-shirts made to represent their team.

Celebrity appearances Marriott Chicago-Northwest hosted a big celebration fit for a celebrity. Associates played games, learned about the history of the pledge, enjoyed cake and mingled with Tigger (aka GM Chris Reger). Winners of the “It’s what we do” raffle spun the Care Wheel and won prizes.

Dianely Islas, inspectress, and assistant executive

Jeff Winkenwerder,

housekeeper Phyllis Mannix with Tigger

sales account manager

Continued on Page 5.

Four associates from DoubleTree Suites by Hilton CincinnatiBlue Ash were nominated for the 2016 ROSE awards of Greater Cincinnati. Linda Cherry, inspectress; Madeline Hattar, GSR; Kelly Green, laundry attendant; and Eric Grubich, cook, were nominated for their selfless attitudes, hard work and genuine care for their guests, teammates and community.

From left: Cherry, Hattar, Green and Grubich (front)

Summer 2016 WHG Focus 3

RVP SPOTLIGHT RVPs Kyle Covington and Jennifer Porter each oversee a region of WHG properties, helping GMs and AGMs develop their skill sets, execute on the Mission Statement and ensure their hotels achieve a balanced scorecard, all while serving as the liason between properties and ownership. Get to know a little more about Covington and Porter’s tenure with WHG and what they enjoy most about their roles as RVPs.

Kyle Covington

Jennifer Porter Covington marks 16 years with WHG this year. Before joining the company, he worked for Marriott International for 10 years, his last three as a GM in the Dallas/Fort Worth area. When WHG opened Dallas/Fort Worth Airport Marriott South in 2000, he came onboard as AGM. About a year later, he became the opening GM at Marriott Austin-North at Round Rock, Texas. He served in this role until he was named RVP in early 2015.

For Covington, true value comes in walking the talk. “It’s really important for me to work for a company that does the right thing,” he shares. “Our Mission Statement isn’t just words on a board - it lives.” He believes that WHG’s success is attributed to the hard work and heavy lifting that occur at the hotels. “I’m honored to help the associates at our hotels do that heavy lifting – that’s where I really see my role having value,” Covington continues.

A 10-year veteran with WHG, Porter worked at several properties, including as AGM at Marriott Austin-North at Round Rock, Texas; opening AGM at Renaissance Hotel IndianapolisNorth; GM at Holiday Inn-Eastgate (and led the property through a renovation); GM at Marriott Cincinnati-North; and GM at Marriott Suites on Sand Key, Clearwater Beach, Fla. Porter has been an RVP since 2015. Prior to WHG, she worked at Commonwealth Hotels as the director of F&B and at Sunstream Hotels & Resorts, where she opened a boutique, independent hotel in Florida. “I enjoy helping associates from multiple hotels develop their careers in hospitality,” Porter shares. “I’m especially excited to support our opening teams ‘from the ground up’ at our yet-to-open AC Hotel at the Banks and Autograph Collection Hotel.”

Porter had the opportunity to be involved in the company’s transition from WHI to WHG. She continues: “WHG’s culture aligns Committed to WHG’s culture, he looks forward to what’s ahead: with why I personally joined the hospitality industry. Our Mission “I feel this is a great time to be in this role and to be looking to the Statement drives our culture and it’s what makes us different from other companies. We live it. I believe in our Mission Statement, future,” he says. Service Pledge and scorecard, and I care about our customers and about having fun. I’m excited about WHG’s future and to continue to be a part of its growth.”

G e t t o k n o w J o h n Q . H a m m o n s A c c o u n t i n g S e r v i c e s ww. WHHotelGroup.com.

Bill Boggess, president of John Q. Hammons Accounting Services, LLC (JQH), always carries his WHG/JQH Service Pledge card in his pocket. “Just as WHG’s hotel associates are of service to guests, JQH is of service to WHG and its properties,” he explains. JQH provides finance, accounting and IT services to WHG’s corporate office and its properties as well as to John Q. Hammons Hotels & Resorts and to some of the Pyramid Hotel Groupmanaged hotels. JQH and WHG have a strong partnership and shared culture, further fortified by their co-location in WHG’s headquarters. Boggess’ leadership team includes senior VP Jim Updike, VP of IT services Debbie McAtee, VP of general accounting and cash management J.D. Stewart, VP of tax services Ed Schreiber and VP of corporate accounting and payroll services Scott Hale. His staff of 43 associates includes four certified public accountants.

4 WHG Focus Summer 2016

Boggess states: “Most important to us is maintaining our reputation of providing a quality product, including timely and accurate reports that are beneficial to management and owners as well as timely and accurate payment of wages to all associates.” As a testament to the company’s close affiliation with WHG, JQH participated in the company’s Service Pledge anniversary celebration on April 7, where Boggess made remarks alongside WHG leaders during the ceremony. It was important to participate in the pledge anniversary, as it underscored JQH’s commitment to WHG’s associates, according to Boggess. “WHG’s hotels and people are our clients, and it’s our pleasure to help them every day,” Boggess shares. “They should always feel free to contact JQH; our door is always open.”

TASK FORCE SUCCESS Three WHG managers recently completed task force work for Pyramid Hotel Group (PHG). Their hard work, commitment and results are a testament to the partnership between WHG and PHG. Thank you to these associates for their successful completion of these special projects:

GM David Kosobud,

HR manager Mike Schlutz,

HR manager Julie Baker,

When properties undergo ownership and other significant leadership changes, maintaining high associate morale is a challenge, as the workforce faces perceived uncertainty about the future. When Hilton North - Raleigh, N.C.’s new ownership group tapped PHG as the property’s management company, priority No. 1 was to eliminate associate fears.

After undergoing an ownership transition, The Graduate Tempe in Tempe, Ariz., joined PHG’s property-management portfolio. Schlutz traveled to the property twice to conduct training on Kronos, the workforce management system that the property implemented after the transition.

PHG recently assumed management responsibilities for the Graduate Hotel in Oxford, Miss. To help ensure a smooth transition, members of the hotel’s management team needed to be trained on their new payroll and workforce management systems.

Marriott Columbus-Airport, Ohio

Marriott Austin-North at Round Rock, Texas

Marriott Pittsburgh-North

Kosobud traveled to the property two weeks before the ownership transition was finalized to explain to associates what the benefits and day-to-day life would be like under PHG’s management. Throughout his one-week stay, Kosobud met with all 130 associates - both in large groups and in one-on-one meetings. By week’s end, associates were not only at ease, they were excited; everybody’s jobs were retained, and they would be receiving additional benefits. “This experience affirmed a very important similarity between WHG and PHG - both companies take care of associates and deliver for our guests,” Kosobud shares.

He trained both supervisors and associates on how to perform their respective functions during his first visit. On his second trip, Schlutz helped with payroll, input insurance information into the software and helped the bookkeeper become well versed with the system. Beyond Kronos training, Schlutz also updated I-90s, verified employment and helped the property catch up on its HR-related paperwork. His efforts helped the property get up-to-speed on its HR functions ahead of schedule. Schlutz developed great relationships and still keeps in touch with the hotel’s team. “It was a lot of fun and a great experience,” he shares. “The hotel has a great management team; they will be very successful.”

Baker traveled to the hotel to conduct training on the software with the GM, AGM, HR manager and F&B director. She was onsite for three days, making sure that the hotel’s management was thoroughly trained on the systems. “I enjoyed traveling to the hotel,” Baker shares. “The PHG associates with whom I worked were very nice and helpful.” Graduate Hotels are boutique properties located in top university towns, and each reflects the theme and spirit of the nearby college. The Graduate Oxford exemplifies all things Ole Miss and not only caters to out-oftown guests but to current students who are invited to use the hotel’s common facilities.

SERVICE PLEDGE TRAINING (cont.) What is the Service Pledge, Alex?

A special year

Associates at DoubleTree Suites by Hilton CincinnatiBlue Ash hosted CEO Mike Conway. The culinary team provided snacks and refreshments while all associates learned the history of the pledge. Associates’ knowledge was tested in a highly competitive game of Jeopardy. Each member of the winning team received a $10 gift card and bragging rights.

It was a special year for associates at Ohio University Inn & Conference Center, Athens, Ohio, as they celebrated their 20th anniversary of both the pledge and the property joining WHG. Associates were introduced to the new pledge card and enjoyed a Pledge Wheel with prizes ranging from a large flat screen TV to cash. The culinary team provided food and refreshments.

Room attendants Sara Everett, Carletta Williams, Marcia Campbell and Selina Crum enjoy the celebration.

Crowning moment

Entertainers

All smiles

Renaissance Hotel Indianapolis-North associates from left (front): room attendants Amaal Hanna, Manal Henin, Martiza Hernandez and Maria Echevarria, inspectress; (back) banquet servers April Vanrenterghem and Eric Arce

Sandy Beam, lobby attendant, and Ashley Stanley, bookkeeper, entertain the crowd during the celebration at Marriott Pittsburgh-North.

Associates from Marriott Suites on Sand Key, Clearwater Beach, Fla., were all smiles during their celebration.

Summer 2016 WHG Focus 5

FOCUS

Will help for excellent scores Nicole Franz, HR manager at Ohio University Inn & Conference Center, Athens, Ohio, worked for WHG for five years before taking on an HR role. The verdict? “I love every minute of it,” Franz shares. “The people we have working at OU Inn inspire me to do my best every day, and I want what is the best for each and every one of them.” When Franz is not helping out by jumping in to make beds or serve in the dining room, she is keeping organized. “Making sure files are exactly as they should be, life safety information is updated in a timely manner and scoring excellent in QA and Life Safety/METS are always accomplishments of which to be proud,” she says.

Finding inspiration Since starting her role as HR manager last August at DoubleTree Suites by Hilton Cincinnati-Blue Ash, Anna Wipprecht is “still learning every day.” “I’m thankful for my nearly 10 years of experience on the operations side of hospitality, which, I believe, help me better understand the challenges that come into my office,” she says. Wipprecht finds inspiration in her fellow associates. “I’m lucky to hear their stories and see their victories, large and small,” she shares. “I like the days when I feel like I’ve helped someone, even if it’s something as simple as lending an ear. At the end of the day, I’m here to help our associates in any way I can.”

The seasoned veteran Michelle Miller, HR manager at Radisson Hotel Lansing, Mich., has 22 years of HR experience spanning IT and employee/labor relations in the steel, chemical and insurance industries. Her six-and-a-half years with WHG, however, have been unique. “I like meeting and getting to know people from all walks of life, their backgrounds and what motivates them,” Miller says. Inspired by her family, especially her son’s educational goals, she understands the value of hard work. “My biggest challenge is finding engaged, talented candidates who are willing and able to do the kind of work this industry requires,” she says.

No question When asked what inspired her, Awilda Castro shares, “my associates, no question.” As HR manager at Holiday Inn Cincinnati-Airport, Erlanger, Ky., “Nothing makes my day more than being there for my team when they need me,” she says. “Whether I am assisting in their departments, offering advice or helping to bridge any and all gaps, knowing that I am helping to make their job experiences more pleasurable is what drives me.”

A YEAR OF RENOVATIONS Two WHG properties - Holiday Inn Cincinnati-Riverfront, Covington, Ky., and Marriott Suites on Sand Key, Clearwater Beach, Fla., - are undergoing Property Improvement Plans (PIP) this year. A PIP is a brand-mandated guide, issued every few years, that brings properties in compliance with current brand standards. Project manager Jay Lenihan is overseeing both projects, ensuring that their respective PIPs are fulfilled to their brands’ satisfaction.

Cincinnati Riverfront Holiday Inn

What ’s new?

WHG has owned and managed Cincinnati Riverfront Holiday Inn since it was built in 1969. Responsible for the completion of the entire PIP, WHG is implementing a comprehensive renovation of the hotel, including its 155 guest rooms, commercial/communal areas, landscaping and parking lot. Its dining room also will feature a new theme and menu, plans for which are underway by the culinary team.

• Showers (with sliding glass doors) have replaced bath tubs

Renovation began in December 2015, and the guest room overhauls already are complete. As the hotel’s guest rooms are in high demand in early May for Cincinnati’s Flying Pig Marathon and during Cincinnati Reds’ home games, it was imperative for the rooms to be renovated first and quickly.

• New fabrics are featured on the window treatments

The changes haven’t gone unnoticed. The newly renovated guest rooms have garnered high praise from guests, and hotel associates have acknowledged that the improved rooms are easier to maintain. The renovations of the commercial/communal areas are scheduled to be completed during the second half of 2016, and the landscaping and parking lot overhauls are slated to be done by the end of the year. Cincinnati Riverfront Holiday Inn is able to stay open throughout the PIP by closing only portions of the hotel at a time while it undergoes renovations. “The property’s associates have been incredibly helpful throughout the PIP process,” Lenihan shares. “Brand representatives, who have made site visits throughout the process, have been pleased with the progress on the PIP thus far.” 6 WHG Focus Summer 2016

• The furniture and walls feature new colors and finishes

• The bathrooms feature updated stainless/ chrome finishes and new light fixtures, wall covering, toilets, carpets and linens • Commerical areas are more communal with fewer walls

ON HR

Wearer of many hats

Answering the call “I am one of the truly lucky people who have found their calling in life,” says Aliza Bruchs, HR manager at Marriott Columbus-Airport, Ohio. “I love being a part of the journeys of those with whom I work, helping in some small way during my time with them and watching people become leaders.”

When it comes to the hotel HR world, “you wear a different hat every hour,” shares Julie Baker, HR manager at Marriott Austin-North at Round Rock, Texas. “The biggest challenge is that I must switch gears every time an associate needs something from me. Ironically, that challenge is the same reason I love HR.” Citing a thorough knowledge of HR and hotel operations, “being wellrounded” is Baker’s advice for those interested in HR. “Trust your instincts, but apply thorough investigations, whether it’s during an interview or hiring process, associate issues or planning an event to thrill your team.”

Even though there is never enough time in the day, Bruchs meets that challenge by finding a balance between the everyday grind and helping the team operationally. Her advice for those looking to get into the HR field: “Begin building relationships now. That is the key to both your success and the success of your team.”

Enjoy it “In every orientation, I tell new associates: ‘We all have to work for a living, so we might as well enjoy it,’” says Kerry Fels, HR manager at Marriott ClevelandEast. “I, myself, enjoy the opportunity to be that person who can positively affect my environment.”

People, passion, patience Lorraine Cecil, HR manager at Embassy Suites Lexington, Ky., urges those interested in HR to “remember why you’re interested: people, passion and patience.”

“In HR, you get to put people first,” Fels continues. “I love that this company enables me to do what is right for my team.”

“Every day, I have the opportunity to make an impact on the lives of so many people, whether by a simple smile, conversation, comforting word or growth opportunity,” Cecil shares. “I get to interact with our guests, build relationships with our associates and be their biggest cheerleader. Working in HR, I have the best of both worlds.”

Always open For Gaby Garcia, HR manager at Marriott Chicago-Northwest, her office is an open door for associates. She notes that patience, providing a neutral point-of-view and being positive are important. “Some associates focus on housekeeping, others focus on serving, but regardless of their positions, they all focus on providing excellent service to guests,” Garcia says. “If we expect our associates to provide great service, then it is also expected of HR to provide great service to our associates, as they are our ‘guests.’”

New Construction Update

Sand Key Clearwater Beach Marriott An entire-property renovation is underway at Sand Key Clearwater Beach Marriott – a WHG-managed property since 1989 – and WHG has been charged with upgrading the property’s 220 suites. The renovation began in June and is scheduled to be complete the week before Christmas, as the hotel has an uptick of travelers throughout the holidays, especially those traveling from Europe.

WHG’s new construction projects also are making excellent progress, underscoring a year of growth for the company, which has more than $80 million in new construction underway with more to come.

Work began on the 10th floor of the property, and the team is working its way down floor by floor.

What ’s new? • Showers featuring sliding glass doors

The WHG constuction team topped off the AC Hotel at The Banks this spring, a symbol of progress for the highly anticipated hotel.

• Vanity lights have been replaced with sleeker, recessed lighting

During a PIP, one room is renovated first as a model for the other rooms. Upon approval from the brand, this “mock-up” room serves as a template for the renovation of the others.

• The rooms feature LED bulbs, new toilets, vanities, sinks, linen packages, paint and furniture

Construction on the Austin Hyatt Place continues to move forward despite unusual torrential rains in Texas. From left: project superintendents Tanya Jenkins and Tim Jamieson

Winter Summer 2014-15 2016 WHG Focus WHI Focus 7

COMMUNITY INVOLVEMENT The pillow project

Susan Fogle and Kay Higgins, catering managers, initiated the program.

Embassy Suites Lexington, Ky., partnered with Women’s Recovery Home and The Hope Center to donate all pillows and pillowcases that had been changed out within the property. The organizations were extremely grateful for the donation and associates hope to continue the partnership in the future.

Handbags for hope Associates at Marriott AustinNorth at Round Rock, Texas, collected purses for the Texas Advocacy Center’s Handbags for Hope Campaign for the second consecutive year. The property donated nearly 1,000 purses from its staff and the local community.

M Club opens in Austin Marriott Austin-North at Round Rock, Texas, opened the property’s M Club Lounge this spring. WHG now offers the M Club, a 24/7 lounge featuring all-day F&B offerings in addition to other amenities, at two of its Marriott properties.

Race for the cure Associates at Marriott Columbus-Airport, Ohio, raised money for breast cancer awareness at the Susan G. Komen Race for the Cure in May. About 20 associates, along with friends and family, braved the cold and rain to show support for team members who have been affected by cancer.

A duck’s tale Gwen Gray, room attendant at Radisson Hotel Lansing, Mich., jumped into action when she heard baby ducks trapped in the sewer drain outside of the hotel. Not minding a little dirt, she helped save the ducklings and reunited them with their mother along the banks of the Grand River.

Treasuring teachers Chris Snyder, banquet manager, and Kim Delong, sales account manager at Renaissance Hotel Indianapolis-North, made a large donation of leftover supplies from Kim Delong (right) groups hosted at the hotel and Teachers’ Treasures to Teachers’ Treasures. representative The organization provides supplies for teachers’ classrooms so that they don’t need to purchase materials out of their own pockets.

Playing with puppies National Puppy Day was a big celebration at DoubleTree Suites by Hilton CincinnatiBlue Ash. Associates donated towels, blankets, biscuits and food for the puppies at SPCA in Sharonville, Ohio, and a platter of DoubleTree cookies for all shelter volunteers.

Deciphering data Charts, graphs and dashboard summaries of data often bring to mind the iceberg analogy. The visible portion of an iceberg that sits above the water is simple and uncomplicated. There is more than meets the eye, however, below the water’s surface. There, the rest of the iceberg exists in a large, sprawling mass. That’s where Mike Scott, director of hotel revenue maximization and financial & operations analyst, comes in. GMs rely on data-driven, actionable insights to make informed decisions to ensure their hotels are profitable and operationally sound. With seemingly countless sources of data, including brand-specific measurement and reporting, integrating and deciphering relevant information is critical to success. Scott works under the water’s surface, with vast amounts of data, to ensure that the output he provides to GMs is simple and clear - and is the right data on which their attention should be focused. This output is the tip of the iceberg, which concisely summarizes all of the important data GMs need to make informed decisions. Scott analyzes data from all incoming sources and then quickly consolidates it into a report for GMs, which he puts in the cloud. Upon reviewing this thorough, streamlined report, GMs are enabled to make the right decisions regarding their properties. Impressed with the sophisticated outputs that Scott produces, Pyramid Hotel Group (PHG) has tasked him with providing this same data “product” to its 60 hotels. “I’m very excited about this position,” Scott shares. “This has been a great opportunity to learn more about PHG.”

A new look A sample of offerings at Austin Marriott North’s M Club.

From left: p.m. server Samantha Radcliffe, p.m. host Albe Dominquez, executive chef Tom Stafford and sous-chef Greg Driver

8 WHG Focus Summer 2016

WHG has launched a new website, offering an easy-to-navigate scrolling feature, large visuals of its properties and comprehensive information for prospective partners and associates. Check out the new resource at www.WHHotelGroup.com.

Summer 2016 Vol. 32, No. 3 Winegardner & Hammons Hotel Group, LLC 4243 Hunt Road Cincinnati, OH 45242 513/891-1066 Editorial Staff: www.whhotelgroup.com Vehr Communications 513-381-8347 (phone) Publisher 513-651-4101 (fax) Kent Bruggeman Darcy Schwass, editor WHG Chief Financial Officer Suzi Buzek, writer Corporate Editor Jackie Koopman, writer Sarah Sampson, writer Dave Gordon WHG VP of Human Resources Jason Cowdrey, designer PRINTED ON RECYCLED PAPER Sam Sowder, designer © 2015 WHI