The Standard

Page 1






CEO’S CORNER Once again, our talented operating teams helped make Guest Services a leader in the various industries we are very fortunate to serve. This year alone, we’ve had tens of millions of guests interact with our team members and leave with positive experiences and memories that will last a lifetime. Every day, President and Chief Operating Officer, Jeff Marquis and I are tremendously grateful and honored to work alongside such a passionate group of people that not only take great pride in their work, but treat our guests with the care, thoughtfulness, and spectacular levels of service they deserve. Without our valued team members, Guest Services would not be what it is today. This issue of The Standard showcases our many new


business successes and the markets we’re entering, as well as the programs developed over this year to enhance team member engagement. We also deservingly spotlight the people and properties who won awards and accolades throughout the year. The top two priorities of this company are doing everything with integrity and taking care of our employees. The goodness of our employees permeates the entire organization. John Quincy Adams once said, “If your actions inspire others to dream more, learn more, do more, and become more, you are a leader.” Guest Services is continuing to care for our employees and properties’ successes while maintaining the impeccable reputation of hospitality and innovation in hotel and resorts, senior living communities, restaurants, business dining facilities, recreational activities, as well as national and state parks. We are excited to continue being at the forefront of innovation within these industries, and I’m looking forward to working with all of you as we take our company to new heights.



As Guest Services’ 101st year of service comes to a close, it is a great time to reflect on what we have accomplished throughout the year, thanks to the outstanding work and unwavering dedication of our fantastic team.


We Can’t Wait to Welcome You

Surrounded by 6,000 acres of pristine forest and in the middle of the gorgeous Edward Ball Wakulla Springs State Park, The Lodge at Wakulla Springs has something for everyone. We look forward to welcoming you on your next unforgettable Florida adventure!




5 5 0 W A K U L L A PA R K D R I V E , W A K U L L A S P R I N G S , F L 3 2 3 2 7 | ( 8 5 0 ) 4 2 1 - 2 0 0 0 | T H E LO D G E AT W A K U L L A S P R I N G S . COM








A CENTURY OF SERVICE VOLUNTEERING EVENT The Guest Services’ pineapple represents the fundamental foundation of hospitality. Not only do we serve our clients and guests with impeccable customer service, but we also want to provide equivalent care to our planet and our communities. We strive for healthier and more welcoming places for everyone to live, work, and play, and that is where Guest Services’ annual volunteer initiative, A Century of Service, comes into action. Our employees participate in this annual campaign by spending the day volunteering while “on the clock” and the number of volunteer service hours this year didn’t disappoint – over 1,000 hours! “Volunteering is a great way to showcase Guest Services’ values and vision in further improving and providing for our communities,” says Danielle Verderosa, Vice President of Human Resources. “Our employees are enthusiastic to contribute more to the community outside of their jobs.” Each year, our properties participate in Guest Services’ Clean-aPark Day – ranging from cleaning up trash found in national and state parks to clearing the waterways in Weeki Wachee, Rainbow Springs, and our Boating In Boston and Boating In DC properties. The DoubleTree Suites by Hilton Naples joined the “Adopt-a-Shore” Program and cleaned the beaches and waterways in their Florida communities. This year alone, our properties collectively recycled more than 292 tons of waste. Guest Services’ contributions to making the planet a cleaner place go beyond the annual Century of Service campaign; we also perform daily acts of service that positively affect our environment. Our lodging properties participate in the “Clean the World” Program that accepts donations of guest-room amenities, primarily soap and shampoo. Our food service properties composted more than 11.5 tons of food waste, creating approximately 6.9 tons of nutrientrich soil. For over 100 years, Guest Services, Inc. has continually developed meaningful ways to support the communities in which we operate, and while our positive impact can be measured, we need to continue to do more. Verderosa knows this annual volunteer initiative will continue for our company’s next century of service saying, “The pineapple mentality in which we represent truly lives within each of our employees. I have said it before that people may think that we stop at customer service, but our company thrives on community service, and this is just one way of us doing that.” For more information, please visit






It is our honor to welcome the exciting new businesses to the Guest Services, Inc. family.

RAINBOW SPRINGS STATE PARK DUNNELLON, FL The headsprings of the Rainbow River, one of Florida’s largest springs, originates in this beautiful 1,472-acre park. Rich in natural beauty and cultural history, it is also a popular recreational spot for swimmers, kayakers, tubers, and campers. The magnificent azaleas bloom in early springs, attracting visitors from around the country. Rainbow Springs State Park is open 365 days a year to dazzle and entertain your entire family. Visit their website for more information:

LAKE MEAD LAKE MEAD, NV With over 7.9 million annual visitors, Lake Mead National Recreation Area is the sixth most visited park in the National Park Service. This property is open year-round for motorboat and paddle rentals, RV camping, and houseboat lodging at the Cottonwood Cove or Callville Bay. The renowned whitewater rafting tour is a fan favorite and starts at the bottom of the spectacularly massive Hoover Dam and travels 12 miles south down the Colorado River to Willow Beach Marina. It’s an unforgettable experience and a must-see for any vacationer. Visit their website for more information: https:// & https://www.

VILLAS AT GIANTS RIDGE BIWABIK, MN The Northern Minnesota Resort Villas and Suites overlook Wynne Lake and connect to Sabin Lake, making it possible to fish, swim, or go boating right from your doorstep. During the summer, guests are able to enjoy two championship 18 hole golf courses – the nationally acclaimed Quarry course and the beautiful Legend course. When winter arrives, residents and guests alike love being within walking distance of Minnesota’s number one ski area, Giants Ridge National Recreation Area. With 35 downhill runs, miles of cross-country trails, a snowboard park, a snow tubing park, 3 and 4-bedroom villas, and 4-bedroom deluxe villas, it’s easy to see why Giants Ridge is the Midwest’s number one winter vacation destination. Visit their website for more information:





WELCOME TO THE FAMILY REGAL PALMS RESORT & SPA DAVENPORT, FL Regal Palms Resort Orlando offers a quiet retreat from the exciting world of the nearby theme parks with a plethora of amenities you desire. The Association is comprised of 598 units—a blend of short-term rental homes and permanent residents—while the Regal Palms Club features a pool, restaurant, bar, and spa facilities. Regal Palms is conveniently located just minutes from all the major Orlando Theme Parks and other Orlando attractions, as well as easy access to Interstate 4, making this community an ideal place to visit and live.

TOSCANA AT BAY COLONY NAPLES, FL Located within the beautiful Bay Colony gated community, Toscana is a world-class building with sweeping views of Upper Clam Bay all the way to the Gulf of Mexico. Toscana offers the luxury of an exclusive condominium with private elevators to carry owners and guests directly to their front doors; a fitness spa with state of the art exercise equipment, sauna, and private bathing and changing areas; and a large pool suitable for lap swimming. With residents of all ages and experiences, Toscana at Bay Colony offers the family feel of a neighborhood when you want to socialize and the privacy of a luxury condominium when you want to relax.

VISTA GARDENS VISTA, CA Vista Gardens is a 99-resident Memory Care community approximately 45 minutes north of San Diego in Vista, California. The community features engaging resident programs such as pet and music therapy, as well as off-site outings and hydrotherapy. Guest Services Senior Living is ready to take on the management of this community by providing exemplary wellness, hospitality, and dining services while further enhancing the quality of life and peace of mind of its residents and families.






34489 Echo Bluff Drive, Eminence, MO 65466 844-322-3246 | @EchoBluffStatePark



Lodging | Camping | Picnics | Family Reunions | Weddings | Corporate Retreats | Special Events


Since our inception in 1917, team member investment has been our most essential allocation of resources and is the fundamental key to our next century of legendary service.

hires,” says Pepin. “Having an online resource that connects all parties involved in the recruiting process will greatly improve efficiency.”

With more than 4,000 team members employed at over 350 properties stationed across the country, management regularly faces the challenge of fortifying our infrastructure with training and communication while recruiting the best, most serviceoriented hospitality professionals.

This program will enhance the team member’s ability to develop as professionals.

Innovation in technology must be utilized to meet the complex demands of our growing organization and provide an enlightening experience for all team members. Allison Pepin, Director of Human Resources, worked with Danielle Verderosa, Vice President of Human Resources, Katie Gianturco, Manager of Training and Development, Kristine Coe, IT Programmer/Analyst, Tricia Rickard, Webmaster & E-commerce Manager, and Joel Mangulabnan, IT Programmer Manager, to build a new Human Capital Management System called The CORE. For many months, this team worked hard to implement the next innovative system and optimize the Human Resources and Training Department’s ability to recruit, onboard, and develop talented people for our all-star team of employees. Pepin says, “The CORE is an expertly built web-based platform customized to establish an easy, efficient, and convenient line of communication between Guest Services’ management and its team members. The program’s objective is to enhance the team member experience by informing them of available services and benefits as well as other available opportunities within the company. Each team member will have an individual login for The CORE and will be encouraged to regularly checkin for information and updates.”

“The CORE provides the platform needed to modernize the learning process and has the flexibility that is necessary to provide relevant education for all business concentrations and at all ends of our vast, geographically dispersed company. Developing a team member’s skills and expertise is not only advantageous for their home property, their coworkers, and our guests, but it is also beneficial for their individual professional development. Training for a team member’s current role and one they aspire to be working in will be accessible through web-based learning modules,” says Pepin. Not only will this program develop our team members more efficiently, but it will also improve Human Resources and Training efforts internally. “The CORE will ensure that Human Resources and Training initiatives are accurately communicated and quickly distributed to all team members,” says Pepin. “It will allow us to provide them the information and resources they need, and it will enable them to take advantage of any opportunities they are interested in.”

This program will change the Guest Services’ recruitment process.

Overall, this program will positively affect the team member experience. Pepin states that having a web-based vehicle with access to information and training at their convenience will empower team members. They will have access to a single, centralized location that details team member events, Guest Services news, recognition, pay, benefits, open positions, training, and career development opportunities. The CORE will be an excellent way to stay connected and engaged, and it will provide the tools and resources team member’s need to succeed.

“Hiring Managers will be able to access The CORE to partner with the Guest Services Talent Acquisition Team to create job requisitions, view applicants, interview candidates, and make

The CORE launched in early November 2018, and we look forward to professionally advancing our team members’ careers in the years to come.






INNOVATION THROUGH TECHNOLOGY HOSPITALITY CENTRAL RESERVATION SYSTEM The Central Reservations System is a new tool that the Hospitality Division and Marketing Team utilize to make the reservation process more fluid, to require less on-site attention, to create more touchpoints for potential sales, and to boost the overall guest experience. This program is the new first line of direct contact with potential guests. Now, the listed phone numbers on our properties’ web pages will direct guests to the call center, where we have a trained team to help callers book a reservation, and also help guests with any issues they may have. PINEAPPLE EXCHANGE The Pineapple Exchange is the next development in Guest Services’ campaign to fortify internal communications and bolster our ability to inspire and learn from one another. This peer-to-peer, knowledge-based resource is an intuitively designed online portal through which team members can share and discuss the latest best practices from around the company. Every month, there is an abundance of creative events, packages, discounts, and other marketing executions that see fantastic results at one property, and could just be as successful at another.




ACTIVATE ACTIVATE is a centralized and streamlined program that facilitates new site openings with the help of an assembly of highly adept team members from throughout the organization. It was created by matching property’s unique needs with team members’ particular specializations and a blend of vast internal network of team members within our organization to create one super-group. This group is optimized for a new property’s opening as it transitions from one management company to ours. Through ACTIVATE, team members can develop their careers, expand on their professional experiences, and make a significant difference while doing so. INSIDER The Insider is our company-wide monthly newsletter created to share stories of our valued employees leading the way and behind-the-scenes insights into the properties we’re privileged to steward. Each article has valuable information for our team members that will enlighten their work experience while at Guest Services. In the past, we’ve showcased properties’ events such as Bear Mountain Inn’s Oktoberfest, awards won by our properties, and Guest Services, Inc. updates and program developments. Check your email at the end of each month for the next edition of The Insider.


STARPATH: INVESTING IN THE FUTURE The new StarPath program was shaped by a combination of our talent identification strategies, our leadership training, and our team member investment strategies to provide a unique growth opportunity for the “Future Stars” of our company. “The initiative began as an idea for internal development and blossomed into a robust program to seek out, recognize, and foster individual excellence. The goal is to find the hidden gems in our organization and give them the opportunity to develop as leaders, expand their knowledge, obtain new business familiarities, and take the next steps toward reaching their full potential,” says Gianturco. Due to the high number of qualified nominations, there were two classes this year; one around March, while the second program ended at the beginning of November. The program was designed to occur on an annual basis, but the team anticipates the need to run StarPath twice again next year. StarPath is split into three phases. Gianturco says, “First, Future Stars will be welcomed at the corporate office where they will receive in-house custom leadership training; meet other future GSI leaders, VPs, and officers of the company; and then finish with a thorough overview of the exciting journey to come. Next, participants will tour three different standout properties on a customized schedule based on their experiences, knowledge, and home property. “The last phase concludes with external leadership development training from the Disney Institute, an organization chosen for its industry leadership, hospitality expertise, and world-renowned service excellence. Participants will engage in Disney’s ‘timetested best practices, sound methodologies, and real-life business lessons that facilitate corporate culture change.’”


Gianturco continues, “This program demonstrates Guest Services’ renewed commitment to developing talent internally and represents a new way we can invest in our team members. StarPath allows team members to learn more about our exceptional company and return to their home properties with new, valuable information that can have a significant impact on their career and others around them.” Standout properties were selected after a comprehensive process conducted by the executive committee. Selections were based on a detailed analysis of the entire operation and demonstrated business excellence. Any Guest Services, Inc. team member can (and is encouraged to) nominate co-workers for StarPath; they can even nominate themselves to participate in the program. After careful consideration of all nominees, the selection committee extends a formal invitation to participate in StarPath to a small class of 4-6 Future Stars. StarPath is just one way Guest Services expresses its commitment to team member development. Benjamin Franklin said, “An investment in knowledge pays the best interest,” and at Guest Services, Inc., we couldn’t agree more. To perform to the best of our ability, we must invest in our team members and provide the tools necessary to thrive. We look forward to the continued expansion of our development and training processes and are thrilled to welcome more Future Stars into this program in the near future. We would like to recognize the first two StarPath classes. Class One: Michelle Osborn of Weeki Wachee, Patti Wiest of HPDTA, Renny Parziale of AFETA, and Tara Ruocco of Hogan Lovells. Class Two: Alexis Groon of Paradise Inn, Boris Ardisoni of Moorings Park, Chris Sgro of WTC, Jessica Ivascu of ONI, and Mauricio Rojas of Sculpture Garden



The most crucial investment Guest Services, Inc. can make is in its own team members. This past year, Katie Gianturco, Training and Development Manager, and her team guided two rounds of StarPath participants, and they are excited for more.


FLAMINGOEVERGLADES .COM ( 855 ) 708-2207 @flamingoeverglades @FlamingoEvergld @flamingoeverglades

DAILY BOAT TOURS • KAYAK RENTALS CAMPING SITES • HOUSEBOAT RENTALS PONTOON RENTALS • BIKE RENTALS Located at the southernmost tip of the Florida peninsula within Everglades National Park, Flamingo provides beautiful campgrounds, an abundance of recreational activities and phenomenal views of the largest subtropical wilderness in the nation.Visitors are delighted by the exotic wildlife and bird watching, as well as a variety of concession operated services, such as boat slips & launch ramps, houseboat rentals, boat tours, canoeing and kayaking, fishing and hiking.


4.1 tons of plastic packaging reduced. 68,252 water bottles reused. 292 tons of waste recycled. In 2017 alone, we enhanced our sustainability to a level the hospitality industry hasn’t seen before; and we aren’t stopping there. The common phrase, “reduce, reuse, recycle,” is always at the forefront of our work. Doug Verner – Vice President, Secretary and General Counsel – states that Guest Services is a part of the “cutting-edge solution” to the plastic pollution problem by no longer using plastic bags, plastic stirrers, and reducing the usage of plastic overall. In July 2018, we took it even further by participating in the Skip the Straw campaign. Guest Services, Inc. will no longer use plastic straws at all of our owned and managed properties by the end of 2018. We also pledge to convert all of our plastic bags used for customer purchases to either reusable or paper bags. “We are extremely proud of this most recent development in our ongoing and meaningful sustainability efforts,” says Gerry Gabrys, Chief Executive Officer of Guest Services, Inc. “We expect our latest action to reduce the amount of plastic bags entering the environment by millions annually. We also hope it will help build heightened awareness while encouraging other companies and organizations to operate with more environmentally-friendly strategies.” With a yearly goal of reducing energy consumption by 2%, there are many ways our businesses’ interact with sustainability. We have LED lighting and an electronic records system in most locations, while all properties regularly recycle paper, glass, cardboard, plastic, and aluminum. Here is a list featuring a few other environmentally-friendly actions: •

Mount Rainier: Operates five propane-gas powered vehicles, receives locally sourced guest amenities, offers guests reusable water bottles for complimentary fill-ups at three hydration stations within the Park

Lancaster Foods: Compressed natural gas (CNG) fueled trucks, LED warehouse lighting

All full-service marinas and many boathouses: Certified Green Marinas that control waterway pollution (Lake Mead’s Cottonwood Cove is the world’s first floating green building to receive LEED® gold certified marina building)

National Mall Kiosks and Retail centers: Heated and cooled through a closed-loop geothermal system (first National Park Service partner to do so)

“There will be some exciting new developments in 2019,” says Verner. “They have the potential to reduce the use of cleaning chemicals.” Through collaboration with our clients, employees, suppliers, and business partners, we incorporate sustainable practices into our business and personal lives, actively practicing recycling/composting and energy conservation, and making sound environmental policy a part of our business model. “Guest Services looks forward to continuing our sustainability platform in the near future, and we thank our valued guests for joining us in our commitment to protect and preserve the environment,” says Gabrys.







• 11 tons of glass • 14.1 tons of metal • Almost 56.8 tons of cooking oil Elimina ted tons of more than 2 ,0 cardbo ard cas 00 es

n illio 02 m per . 3 a than dp ore ecycle m r d Use ets of she

er e ap mor p y ts d ere ion b shee w t Lo mp 000 , u ns 00 co an 8 th

Decrea sed p waste by 4,79 lastic 4 poun ds

E pla limi the stic nate d Do was bott 1,0 ub te les 00 leT str fr ree ea om Hi m in lto n

TOP TEN ACTIVITIES TO DO WITH YOUR EMPLOYEE DISCOUNT As a valued Guest Services, Inc. team member, you deserve a 50% discount on every service we offer! All available lodging, recreation, retail, and food and beverage (excluding alcohol) included! With this discount, it may be difficult to decide what to do at one of our properties around the country. We compiled a few ideas for you to explore!

Orlando Adventures at Regal Palms in Davenport, Florida Enjoy all the incredible amenities found on-site at Regal Palms such as a relaxing spa, impeccable pool, and be only minutes away from all the major Orlando Theme Parks and other Orlando attractions!

Houseboating at Lake Roosevelt Adventures in Davenport, Washington Enjoy the freedom of being on the vast waters of Lake Roosevelt on a houseboat! You don’t need any special license to experience the unplugged time with family and friends, and there is a marina store on sight for everything you may need! Relax the day away on the houseboat or go on an adventure like waterskiing or fishing!

Nature Adventures at Bear Mountain Inn in Bear Mountain, New York Whether you’re visiting for one day or two weeks and no matter the season – there are so many outdoor activities! Hiking and walking trails, boating, visiting the Iona Island Nation Estuary – it’s easy to get lost in the beauty of nature surrounding the Inn. It is also near various unique destinations such as the West Point Military Academy and the Hudson River.

Boating at Key Bridge Boathouse in Washington, D.C. Escape the hustle and bustle of the city! Enjoy the sights of the Potomac River as you paddleboard or boat past some of DC’s most stunning monuments near the Georgetown Waterfront and Roosevelt Island, and float underneath the beautiful Key Bridge. You can also kayak and board your way up the river to the C&O Canal for a relaxing day of tranquility. Experience the fun of this superb water adventure!

Outdoor Activities at Giants Ridge in Biwabik, Minnesota Giants Ridge is the top Minnesota family vacation destination. For every outdoor enthusiast and nature lover, there’s always something exciting going on at Giants Ridge every day of the year! You have many activities to choose from – golfing, biking, hiking, snow tubing, skiing, snowboarding, ice fishing, scenic chairlift rides, and more!





Outdoor Activities at Echo Bluff State Park in Eminence, Missouri Echo Bluff State Park is the complete, quintessential Missouri Ozark destination. As your Basecamp for Ozark Adventures, Echo Bluff State Park is the perfect combination of a remote location and connected accessibility to the best of the Ozarks. Fill your days floating down cool, crystal waters or tackle some of the best smallmouth bass fishing in the Midwest. Enjoy kayaking, mountain biking, and of course, hiking miles of scenic trails.

Mermaid Watching at Weeki Wachee Springs State Park in Spring Hill, Florida Weeki Wachee is an enchanted spring where you can see live mermaids, take a trip on a riverboat cruise, learn about Florida wildlife, and swim in the pristine waters at Buccaneer Bay. You can also embark on a paddling adventure down the beautiful waterway of the Weeki Wachee River. Weeki Wachee Springs State Park is one of Florida’s most legendary and unique family destinations, entertaining audiences since 1947.

Adventure and Dining Experiences at Mount Rainier State Park in Ashford, Washington As an active volcano, Mount Rainier, is the most glaciated peak in the contiguous United States. Experience the outdoor activities such as camping, fishing, skiing, snowboarding, and more, but also taste the exquisite dining options available too! The expert culinary staff utilizes organic ingredients produced by sustainable agriculture when available.

Relax at the DoubleTree Suites by Hilton in Naples, Florida DoubleTree Suites by Hilton Hotel Naples offers a picturesque location situated right by the Cocohatchee River and close to stunning Gulf beaches with DelnorWiggins Pass State Park just two miles away. Enjoy all North Naples has to offer from the style and shine of Mercato to the flourishing Naples scene filled with shopping, dining, and entertainment.

Whitewater Rafting Tour at Lake Mead National Recreational Area in Boulder City, Nevada You must try the fan-favorite rafting tour that starts at the bottom of the spectacularly massive Hoover Dam and travels 12 miles south down the Colorado River to Willow Beach Marina. Also, it is a great place to go sightseeing of the endless pristine shorelines, remarkable red rock cliffs, and gorgeous marinas filled with epic aquatic accommodations perfect for a nautical adventure.





Our people are passionate about helping residents live life to the fullest with the support they require. We value the trust our residents and their families place in us as we customize a solution which puts the life they seek within reach. Vista Gardens offers various resident programs, which include visits from physicians, dentists, podiatrists, optometrists, and psychiatrists. Physical therapists work with our residents based on respective doctors’ orders, and Vista Gardens has LVN’s on staff who can administer insulin injections. Our mission says it all—enriching the lives of those we serve with compassion, respect, excellence and integrity. You’ll find it’s what we strive for each and every day here at Vista Gardens.



• 2018 TripAdvisor Certificate of Excellence for Lodge at Breckenridge, Bear Mountain Inn, North Cascades Lodge at Stehekin • TIPS (Training for Intervention ProcedureS) Company of the Year • DoubleTree: 12 Time Winner of Hilton’s Connie Award, TripAdvisor’s Top-Ranked Naples Hotel • Rainbow Springs #12 America’s Most Extraordinary State Park • Bear Mountain State Park #9 America’s Most Extraordinary State Park • Echo Bluff – 2018 TripAdvisor five-star rating • National Park Inn at Mount Rainier – TripAdvisor’s #1 Best Value place to stay in Mount Rainier National Park • Big Sur Lodge – TripAdvisor’s #1 Specialty Lodging in Big Sur • Wakulla Springs State Park – TripAdvisor’s #1 thing to do in Wakulla Springs

Congratulations to manager Phat Phu and the wonderful team at Great Falls Maryland Food Kiosk for being Guest Services’ top performing property in 2017. We also congratulate all of the other 2017 Q Award winners. Our centennial year represented a record number of properties scoring over 90% on the annual QA evaluation. Thank you to everyone involved for setting the Guest Services standard for service excellence in your properties across the United States! Hungry visitors are encouraged to grab something to eat at the Great Falls Food Kiosk located in the Visitor Center courtyard at Great Falls Park. The snack bar is open on a seasonal basis offering light snacks, hot dogs, pizza, French fries, and beverages. We also would like to send our condolences to Phat Phu’s family as he passed away this year. Rick Wayland, Vice President of the Operations Division, remembers Phat as “a person who always knew when to lend a hand, was passionate about his job, and all-around amazing person.” Our thoughts are with the family, friends, and coworkers.

25-YEAR CLUB HONORS Congratulations to all of our Twenty-Five Year Club Members; your hard work over the years is very much appreciated and respected. The 2018 celebration included the induction of new members: • Brenda Wimbush (Natural History Food) • Roger B. Chappell (Harvey Point) • Minja Chung (Triple Craft) • Marlon Kerin Amaya (CHEFS LN-1) • Jose O. Caballero (Sculpture Garden Café) • Fernando Rodriguez (Lancaster Foods) • Raymond Palmer (Boeing-Southwest) • Steve Jacobs (Information Technology)




This addition brings the total of employees with at least 25 years of service to an inspiring 108 current members. This dinner is all about recognizing the outstanding and long-time team members of Guest Services. The more we can properly recognize and thank them, the better off we are. We want to thank every employee who is a part of the Twenty-Five Year Club, and we look forward to adding many more loyal employees in the future.


THE HISTORY OF GUEST SERVICES In 1917, Washington’s workforce swelled as never before due to the great numbers of people who came to work for the government, supporting the WWI effort. There was plenty of work for them to do, but a sad lack of services to provide them with lunch and opportunities for recreation. An unaffiliated group of vendors saw the need and banded together to provide hospitality services for these government workers, and this inauspicious way was how, originally named Government Services, we came to life. In 1926, under the leadership of Major General Ulysses S. Grant III, the organization was incorporated in the District of Columbia to serve federal workers at the numerous agency buildings and to manage facilities for the National Park Service. Throughout the years, the company began to expand its horizons; first to North Carolina, where we operated a government-owned resort known as Fontana Village, and, in later years, to Washington state and California, where we operated national parks; we still operate Mount Rainier National Park 73 years later. Along the way, our sphere of influence widened to include operations in the private sector in addition to our government and National Park Service accounts. These include our partnership with the National Mall in Washington, D.C. to serve tens of millions of visitors at our food kiosks and retail outlets for over 40 years, as well as building a DoubleTree from the ground up in Naples, Florida and is now a Best Choice Hotel ranked by Hilton. And so, in 1982, we changed our name from


Government Services to Guest Services, Inc. to signify our abiding commitment to our clients, public and private, and our valued guests. Since then, a variety of our locations have received TripAdvisor’s Certificate of Excellence for multiple years including Lodge at Breckenridge, Bear Mountain Inn, Giants Ridge, both Mount Rainier lodges, North Cascades Lodge at Stehekin, Boating in Florida at Weeki Wachee Springs State Park, and the Pavilion Café at the Sculpture Garden in Washington, DC. In 100 years, Guest Services has evolved from an unincorporated group of vendors to one of the largest and most influential hospitality and recreation management companies in the United States. From managing food and recreation services in Washington, D.C., we have also grown to become a force in the hotel and resort industry and have brought our “legendary hospitality” to retail, condominium and senior living services management. Our reach is national; however, for the entirety of our first “Century of Service,” our focus is and always has been on our local clients and guests, wherever they may be. As we move into our second century, our focus and commitment remain unchanged: 1) deliver the highest quality services to our customers; 2) remain loyal, innovative partners to our clients; 3) be good stewards in the communities in which we serve; and 4) provide interesting, fulfilling careers to our employees. Our clients, guests, and employees are and will continue to be the reason we serve. Guest Services’ legacy is only possible with the work of every employee of every property, so we thank you all.



We love Guest Services but where did it all begin? The history of our beloved company might come as a surprise to some.


Eight Keys to a Heal thy Life Guest Services, Inc. believes food has the power to inspire and transform. The right foods keep us healthy and energetic. Unfortunately in today’s world, the wrong foods—those highly refined and full of empty calories—are heavily advertised and easily accessible. In this environment, how does one achieve nutritional and physical fitness? We do it with GOBEFULL. GOBEFULL helps our customers stay fueled, fit, and informed through the food we serve, the activities we promote, and the educational programs we provide. Because every today turns into a tomorrow, “filling up” on healthy food, fitness, and a foundation for good living today can ensure a healthier tomorrow. Get up, get moving, get all you can out of life, and, most of all, GOBEFULL.

For more detailed information about our GOBEFULL program, visit us online at