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guestservices.com
@guestservicesinc
@gsisocial
@guestservicesinc
CEO MESSAGE
THE COMPANY, OUR EMPLOYEES AND OUR PARTNERS As our leadership team reflects upon 2020, we remember how fortunate we are to have our family, friends, colleagues and partners. This was a challenging year and we are humbled by all the work that has been done by our great employees who have contributed so much to the Company. We began the year with the sale of our Lancaster Foods division, which was a significant and strategic transaction that closed in February 2020. The sale provided a number of key benefits for our business, but most importantly, it allows the Company to focus our management and capital resources on our core hospitality operations: food service, lodging, recreation, property management and senior living. Further, it puts Guest Services in a very strong position to pursue the many new, exciting opportunities which will further elevate our presence throughout the United States. Shortly after the sale of Lancaster, we along with the rest of the world, witnessed the historic pandemic of COVID-19. While the COVID-19 situation remains dynamic, we have been vigilant in anticipating and overcoming the obstacles it has presented. This is first and foremost a health crisis, and our thoughts go out to those who have been affected by the virus in their communities. In light of the difficulties, we have continued to deliver for our customers, without compromising our employees’ safety. Unfortunately, many of our units closed or had limited operations as a result of the adverse impacts from the crisis.
We would like to express how proud we are of our team for making Guest Services such a great and enjoyable place to work. Staying united as we have always been, we assure you that we will overcome these difficult times together, driven by our sense of responsibility, discipline, and dedication to best serve both our valued guests and the communities we operate. Despite these very challenging and difficult times, we have achieved several business wins this past year, and been awarded State Park concession contracts in Florida, California and New York. We have further expanded operations within our Senior Living division, notably at Saint Anthony’s in Kansas City, Missouri, which aligns with our long-term strategic plan to grow within this space. In addition, we completed the full transition of hospitality and recreation services in Nevada where we now operate five separate contracts for the National Park Service in the Lake Mead National Recreation Area. Our business development efforts remain focused and we are poised to capitalize upon future opportunities as we transition into 2021. We would like to send our warmest thoughts to all of you and our partners as we embark on a new and hopefully fulfilling year ahead. Once again, our most heartfelt thanks to each and every one of you, for setting a wonderful example of dedication, professionalism, and responsibility. Gerry Gabrys
Chief Executive Officer
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Nico Foris Chief Operating Officer
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COVID-19 RESPONSE
THE IMPACT OF COVID-19 ON THE HOSPITALITY INDUSTRY As the effects of COVID-19 spread across the entire world, the primary focus of Guest Services was to ensure the safety of our people and guests. We were proud of the intense efforts by our teams to move quickly and make many operational adjustments throughout our businesses. The intense efforts to implement new procedures, policies and safety measures were conducted successfully and helped mitigate consumer concerns. The impact from the pandemic remains dynamic and resulted in many units closing or limiting services during 2020, notably in our hotels, restaurants, and cafeterias. In addition, the entire disruptive effects of the travel ecosystem strained visitation to many property locations throughout the United States. Working collectively as a unified team, Guest Services stayed strong during this most stressful and delicate time. The situation brought new business models and opportunities, which we initiated. For instance, we activated new delivery concepts, human capital sharing platforms (i.e., video conference calls) and reservation-only applications. We elevated the communications and transparency to our guests, deployed safety and security plans, sanitation and cleaning procedures, prominent signage and transformed our digital platforms to drive important COVID-19 messaging to visitors. As the pandemic commenced, Guest Services established its Transitional Re-Opening Manual. This document provides key guidelines, updated required policies and various best practice considerations and standard operating procedures for unit re-openings. With this health crises impacting all facets of our operations, it was imperative that we executed
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a plan to promote the health and safety of our employees and customers. The Company effectively distributed and implemented the manual and the following items to all our teams: • • •
Safety Checklist Forms Screening Forms Training & Acknowledgment Forms
Transitional Re-Opening
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Guest Services, Inc. has establishe d this Transitional highlights various Re-Opening Manual key guidelines, new which required policies considerations and and various standard
operating procedur best practice operate. The COVID-19 es as units begin crises has and will to reopen and foreseeable future impact how we will and operate for the safety of our employee it is imperative that we do our part to promote the health s and customers. and Individual units may have additional procedur other tools that will es, best practices complement this , checklists and manual, especially operations that Guest given the wide variety Services conducts your respective units of across the country. are required to approve Vice Presidents of those supplemental procedures.
NEW REQUIRED
POLICIES AND
PROCED
URES: 1. Use of Face Coverings — see Exhibit A 2. Employee Temperat ures Through No-Conta see Exhibit B ct Thermometers — 3. Handwashing, Use of Hand Sanitizer — see Exhibit C 4. COVID-19 Training, Acknowledgment Form — see Exhibit D
3055 Prosperity Avenue, guestservices.com
Fairfax, VA 22031
| (703) 849-9300
/guestservicesinc
@gsisocial
@guestservicesinc
Our corporate marketing department created a set of social distancing messaging and signage that assisted our units in conveying safety messages such as standing six feet apart from other individuals, avoiding facial contact and washing your hands after every interaction, always wearing a facial covering when going out in public and staying in tune to symptoms recognized by health leaders like the CDC and the WHO. Due to many rules varying from stateto-state, our teams emphasized messaging that was quick, clear, and direct.
Signage was displayed for our hospitality, food service, retail, recreation and senior living facilities. By establishing an internal work stream, our managers were able to access and procure signage through our proprietary marketing portal, which was a platform established in 2019. This platform was initially developed for other marketing and collateral needs but broadened to provide new and updated offerings depending on the specific COVID demands at the specific locations.
COVID-19 RESPONSE
Our internal COVID task force conducted regular meetings and included many individuals from leadership as well as our Safety & Security Director. The team was disciplined to ensure best practices were leveraged from CDC guidelines at our managed units to take precautionary steps to stop the spread of the virus. Further, each employee was required to take the newly created training curriculum as well as complete the Transition and ReOpening COVID-19 Manual.
STRATEGIC MARKETING Information on our social media channels, email blasts and websites are updated daily for COVID-19 related information from the properties and state-mandated changes. Our properties have the appropriate social distancing messaging in place and are constantly maintained by on-site operations team members. Due to pandemic, consumer behavior drastically changed, and we adjusted strategies in order to meet the needs of our customers. People felt communal anxiety and grief, their daily routines changed completely, and many lost their jobs or risked their health to keep essential services functioning. We aligned our focus to keep the business in front of consumers, which helped improve their perception of our brand. We focused on strengthening the customer relationship, engagement and building brand loyalty. COVID-19 dramatically reduced our sales rates, and on occasion, we temporarily closed properties by individual state mandate. Our messaging targeted our loyal and local patrons who will keep our business running well beyond the end of any global pandemic. We engaged consumers with the following efforts: Content Marketing and Coronavirus. Focus on what our guests want which is to provide updated information about our properties. This includes the safety measures we have enacted ensuring customer and employee safety, closures and reopening, updated amenities and features available to them and relevant content aimed at relaxation and anxietyrelief. Paid Advertising. We’ve worked diligently in auditing our advertising cash flow (moving away from conversionfocused ads and more toward user engagement) and strengthening our overall identity and values. Social Media Marketing and Coronavirus. We used social media platforms to build relationships and trust with our followers and have embraced the conversation when appropriate. With engagement such as encouraging customers to post photos of their past visits with family and friends to our locations, we generated friendly conversation among our followers and building excitement for when there was a return to opening properties to their full capabilities.
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Offering Discounts and Targeted Promotions. With a sensitivity to our guests’ sentiment, we slowly engaged in marketing specific discounts and offerings that were attractive to new customers, built loyalty to existing customers, drove traffic to our sites, and increased sales in the time that we remained operational at our units. Such promotions that took advantage of our situation included elopement/micro-wedding packages tailored to smaller crowds which fell in line with state mandates, hero packages specifically offering discounted room nights for front-line workers and their families, as well as early 2021 season pass pushes which encouraged guests to book earlier reservations in 2020 for unique opportunities in 2021, like houseboat rentals or camping sites. Two of our very successful promotions included: •
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Stay Local and Staycation Packages This campaign was activated at the beginning of the year throughout our properties to adjust to the changes in travel industry. It became one of our most popular promotional campaigns, giving our repeat and new guests a discount while maintaining occupancy. Hero Special (aka Front-line Heroes) Packages Hospital workers, firefighters, law enforcement officials, etc. receive a special rate for being essential workers. This gave them the opportunity to take a much needed break. Guest Services, Inc. extended special hotel rates to these specific workers and volunteers that served in our communities during the COVID-19 crisis.
Email Marketing. We communicated with our guests via email to directly inform them of our new policies, reservation cancellations and operational information. In addition, we
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sent email blasts to encourage our past guests to share their experience on past visits to our properties. Optimizing our eCommerce Store and Retail Options. As consumers were homebound, they turned to online shopping. We recognized that this was a great opportunity at our state and national parks to disperse revenuegenerating experiences and souvenirs. We created a program to introduce our site to new customers, optimized our product pages, and maintained an engaging interface.
OTHER CORPORATE INITIATIVES Our Purchasing Department ensured that we procured an adequate supply of personal protective equipment (PPE) to implement safe practices for our employees. Through our preferred vendor relationships, we successfully built our inventory of safety supplies and distributed them in a timely manner. Our long-standing, healthy relationships allowed for our Company to effectively execute the delivery of these essential products into the field. As part of adapting to the COVID environment, our I/T team was integral to the innovation and implementation of technology changes. They fully migrated the email system to the cloud, which allowed for full mobility and streamlined access to our applications in remote and work-at-home environments. The dynamic of communications both internally and externally was heavily impacted, and the Company rolled out various platforms including Microsoft Teams and Zoom (workspace chat and videoconferencing and file storage). These features enabled users to collaborate in real time while working remotely during the pandemic. At our operating venues, we successfully implemented online ordering point-of-sale (POS) systems for many locations.
COVID-19 RESPONSE
These systems allowed online ordering orders for takeout and delivery options for our customers. Further, reservation systems were programmed to adapt to the restrictions on capacity limits within the various jurisdictions where we operate. This strengthened our ability to manage and control the number of visitors to be in compliance with those respective mandates.
provide. I am hopeful this temporary situation will end sooner than later.” —Boeing Global Services Customer “Thank you for forwarding this letter to us. We appreciate the responsible tone and approach to the current COVID-19 public health emergency and the calming nature of the letter.” —National Institutes of Health Customer
CUSTOMER TESTIMONIALS We measure our successes and performance, in part, by the feedback from our valued partners and guests. This is very important to how Guest Services continually improves and delivers the highest level of service. We have been humbled by the direct acknowledgment of our efforts, as noted in the testimonials shared below. “When I speak of “superlative client service,” an important part is making the client feel valued, respected, comfortable and well taken care of. We spent the better part of Wednesday and Thursday with our clients meeting in conference rooms. What really put us over the top was the work done by a number of people in Guest Services. They provided superlative client service to our team, as their clients, and to the firm’s client. Perhaps it not often recognized, but those “little” details matter a lot. The food was delicious and attractively displayed, the hot water, tea bags, coffee, etc., were frequently and silently replenished, the room was kept clean – no need to list it all, but it was all done very, very well. I’m sure this is the high standard Guest Services sets for all of its work, and I wanted to tell you they met the mark, it was noticed, and it contributed to a successful series of meetings.” — Hogan Lovells, Washington, D.C.
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“I am writing you this message to applaud the group of people who help us day in and day out and never really get the appreciation that you deserve. You are the great people who keep the BWI cafeteria going even in these crazy times. Not only do you feed us, but you continually find new and interesting ways to try to give us what we’d like to eat in a safe way. To a person, I find that everyone who works in the cafeteria is friendly and willing to entertain new ideas. So, I say hats off to you. You get up every day and come in so that we’ll have good food to eat along with your friendly smiles as we go through the cashier’s line 6 feet apart from one another.” —Northrop Grumman Customer “I just want to say thank you for everything you have done in response to our current situation and evolving instructions. You have all continued to be extremely accommodating, supportive and pro-active. All requests and actions have been addressed quickly, accurately and with a positive attitude. I know these are difficult times, but I truly appreciate your flexibility and everything you have done for us. We will miss you and the services you
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PROPERTY SPOTLIGHT
LAKE MEAD ◆ MOHAVE ADVENTURES; ALL UNDER ONE ROOF Guest services hit the water with a splash at Lake Mead National Recreation Area adding Callville Bay Resort and Marina, Temple Bar Marina, and Lake Mead RV Village to the current operations which include Cottonwood Cove Resort and Marina, Willow Beach Marina and Black Canyon Rafting which were acquired in 2019. What makes these operations unique is how diverse they are together with marinas, houseboat and small boat rentals, RV parks and campgrounds, motel rooms, raft tours and much more. Spread out in the park between two lakes, Lake Mead ◆ Mohave Adventures sits on Lake Mead which is the largest reservoir in the United States by volume and the park boasts an expansive 1.5 million acres and Lake Mohave which embodies the Colorado River between the Hoover Dam and 60 miles South to Laughlin. In 2020, when getting outdoors and enjoying time with family was key, Lake Mead and all that it offers was the destination of many. Lake Mead Mohave Adventures became the beneficiary of this regional travel boom starting Memorial Day Weekend and saw an uptick in both previous and new visitors to many of its locations. Rod Taylor said, “For many of us that have been here a long time, this was one of the most exciting and successful seasons we have experienced in years.” The transition from Forever Resorts to Guest Services, Inc. was completed early in the year bringing a seasoned staff on board just in time for the onslaught of adventurous visitors. With 2020 testing our resolve, the team stood up to the challenges and finished the year with exceptional results. The team at Lake Mead ◆ Mohave Adventures is looking forward to 2021 and continuing the successes. “The addition of the Lake Mead/Mohave operations to the Guest Services portfolio could not have happened at a better time, remarked Barry Trice, Vice President of Guest Services’ Hospitality Division. “We had a tremendous year with the pent up demand to be outside and recreate during challenging times. Rod Taylor and the entire Lake Mead/Mohave team have fit in well with the Guest Services culture in such a short period of time. We expect 2021 to be even better than 2020.”
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PROPERTY SPOTLIGHT
ST. ANTHONY’S SENIOR LIVING FULL-SERVICE OPERATIONS
During this past year, we further expanded our services through Guest Services Senior Living (GSSL), and were awarded to operation of the full array of senior care services to operation of this iconic community. This new ground-up property strengthens the company’s senior living portfolio. Barry Trice, Chief Executive Officer of Guest Services Senior Living, points out the value of a smooth transition during unprecedented times, “The goal during this process is not only to make this transition as smooth as possible, but to keep as much of that personal touch that Guest Services is
known for, intact, during the COVID-19 pandemic and with social distancing. I really appreciate all the great support and excitement that I’ve gotten from everyone regarding this new upcoming addition to the senior living portfolio.” St. Anthony’s is a gated, resort-style senior living community that offers one and two-bedroom apartment homes in residential living, and assisted living. Designed for residents who are 62 years of age and better, this modern community is perfect for those who wish to pursue an active, healthy and spiritual lifestyle. The community welcomes all and offers a vibrant culture with the small-town charm of friendly neighbors, safety and security. This new community will be the perfect fit for those looking for a new community that offers a continuum of care.
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Guest Services entered into a partnership in 2019 to operate the food services at St. Anthony’s, a full-scale senior living campus of independent living, assisted living and memory care.
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WELCOME TO THE FAMILY
BLUE SPRING & HONTOON ISLAND STATE PARKS (FLORIDA) Blue Spring State Park is a treasured Florida State Park situated along the St. Johns River. It is a premier destination for visitors to see wintering manatees and other unique wildlife exclusive to the area. By 2005, after years of park improvements and manatee protection efforts, wintering manatee numbers exceeded 200, and by 2018 that number skyrocketed to a record 485. Besides “sea cows,” fish abound in the spring run and attract a variety of wading birds, ospreys, eagles and kingfishers. Visitors can hike along the spring run or on the 4.5-mile Pine Island Trail to see the park’s wonders or take to the water and launch a canoe or kayak or enjoy a river boat cruise. Not far down the river is Hontoon Island, accessible only by private boat or park ferry. The island is full of Native American history with an extensive visitor’s center. Boating, canoeing and fishing are popular activities and canoe rentals are available. Picnic areas include tables, grills and a playground. These two parks are part of the rich history of Florida and were a natural addition to Guest Service’s portfolio. With interpretive tours, recreational rentals and concessions, our experience made them a desirable opportunity to pursue. In addition to projects that have already been implemented such as healthy additions to the menu, local and sustainable ingredients, and upgraded kitchen equipment, Guest Services will install mobile food carts and offer grab and go items for visitor’s convenience. We have also initiated our sustainability efforts by eliminating straws and plastic bags in addition to using recycled food containers and composting. Furthermore, we have ramped up marketing efforts to include a web re-design and social media campaigns as well as cross-promotion with our other Florida state parks.
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WELCOME TO THE FAMILY
MONTAUK POINT & HITHER HILLS STATE PARKS (NEW YORK) On the eastern tip of the South Shore of Long Island, Montauk Point State Park, offers stunning views of the Atlantic Ocean where it meets the Block Island Sound. Visitors can enjoy walks along the rocky shoreline or a visit to neighboring Montauk Lighthouse, the oldest lighthouse in New York State, commissioned by President George Washington in 1792. Nearby Hither Hills State Park offers visitors scenic picnic areas and fireplaces, a sandy ocean beach, playing fields, a playground and a 189-site campground on the ocean. The unique “walking dunes” of Napeague Harbor are located on the eastern boundary of the park, which also has woodlands filled with Russian olive, oak, shad and pine trees. Both parks offer anglers year-round fishing in addition to beautiful hiking, nature walks and biking. These two parks were a wonderful addition to our presence in the state of New York which already included Watkins Glen, Bear Mountain, Lake Welch and Rockland Lake. We will be able to draw on the already stellar programs we have in place inclusive of high quality local products which support the Taste NY initiative. The opportunity also brought a coastal aspect to the existing portfolio of parks and a new opportunity to shine with oceanfront placement, new interpretive themes and differentiating tastes. Since assuming operation in August, Guest Services has purchased a mobile employee housing unit and intends to upgrade the dining and kitchen equipment at George’s Lighthouse Café at Montauk Point. Hither Hills has received new signage for the snack bar and updated merchandise displays in the general store.
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DOHENY BEACH STATE PARK (CALIFORNIA) “The Guest Services’ hospitality division is excited to add Doheny Beach to our portfolio, and a second property to the California State Park system,” says Laura Sherman, Assistant Vice President of the Hospitality Division. “Doheny Beach will broaden our reach in California and gain the company exposure to over one million visitors per year. We anticpate adding new rental programs and unique food and beverage offerings that compliment the casual and fun atmosphere of Southern California and its relaxed and healthconscious environment.” Doheny State Beach is one of the most popular beaches in California. The property was donated by oil tycoon Edward L. Doheny for public use in 1931 and was California’s first state beach. It draws over one million visitors each year. With its beautiful coastline and ever forming waves it welcomes everyone—from surfers to sunbathers. New and seasoned surfers appreciate the iconic waves on the northern end while the southern end of the beach offers campgrounds, with some of the campsites only steps away from the beach. Guests can explore the tide pools during low tide and learn more about the native flora and fauna of the area at the visitor’s center and aquarium. Then they can run off to enjoy a day of sunbathing or play beach volleyball on one of the many sandy courts. Surf fishing is also a highly popular among visitors. From the onset of exploring more about Doheny State Park, it was clear that this was a special and unique site on the California coastline. The concessions and rentals are directly in line with Guest Service’s offerings and there was a true opportunity to take this park to the next level. Upon onset of operations in fall of 2021, Guest Services intends to fully update the existing concession spaces. This includes expanding the existing picnic area, refurbishing the exterior service building, implementing new LED patio lights and installing LCD/ LED menu screens. We will also incorporate local artwork and install a special interactive game area for children. Throughout all of our improvements and changes we will keep sustainability top of mind by using green products whenever possible.
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SUCCESSFUL CONTRACT RENEWALS
LAKE WELCH STATE PARK; BOEING & ONI FOOD SERVICES Guest Services has operated food and beverage concessions at Lake Welch Beach – Harriman State Park since 2010. Guest Services successfully renewed this contract in 2020. As part of our new initiatives, Guest Services will update the menu offerings at The Beach Shop to include more variety for park visitors. The new menu will include regional and international items as well as healthier options including vegetarian and plant based proteins, gluten free and dairy free options. We will also add picnic tables and new umbrellas and refresh the exterior. The plan at Lake Welch Beach also includes touching up the retail area and revising various pricing metrics to better serve the needs of park visitors. Guest Services intends to install a new floating dock at the boathouse in order to rent paddle boats. Since 2009 Guest Services has been operating the café at Office of Naval Intelligence’s (ONI) headquarters in Maryland. We are currently assisting the client with the transition back to work and reopening the employee café. We have revamped the rotation of food stations and will change or add some of their national food brands currently in their space. Boeing has been a client of Guest Services since 1997. Our recent successful re-bid will continue our operations of three food service located in Virginia and New Mexico. These include cafeteria, catering, and vending services. “The success that has been realized at both the Boeing enterprise and ONI is a direct result of the trust that Guest Services has established over our many years of service,” remarks Rick Wayland, Vice President, Operations Division. “Knowing that we do what we say we’ll do and always seeking to achieve the highest performance levels has meant that exceeding expectations is the performance standard.” We are consistently growing and reacting to client needs wants are ever-changing. As such, we are currently in the process of assisting our client with a touch-less POS system for future use.
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SUSTAINABILITY
SUSTAINABILITY MESSAGING To kickstart 2021, the Guest Services’ Sustainability program will officially transfer responsibilities from Vice President, Secretary and General Counsel Doug Verner to Heather Guay Yoo, Senior Director of Business Development. “I am truly excited to be taking over this important initiative for the Company and aspire to take the program to an even higher level moving forward. As we look ahead, I anticipate greater unit participation, elevated energy conservation and the implementation of new sustainability practices this year and beyond,” said Mrs. Guay Yoo in response to the transition. With its many accomplishments, Mr. Verner remarked, “It has been my pleasure and honor to manage the program for the past decade. During that time, the program successfully implemented annual Clean-a-Park days at units across the country; eliminated single-use plastic items such as bags and straws; installed electric car charging stations at Bear Mountain Inn (New York); increased the use of recycled paper, expended recycling of items from electronic equipment to cooking oils, to horse manure; rolled out the Clean-the-World program at lodging facilities around the country; and won several awards for sustainability, including the award for building the two Lincoln kiosks [on the National Mall] with geothermal heating and cooling. Thank you to everyone who participated in these efforts.” Guest Services is at the forefront of the industry in regards to practices that conserve energy and preserve the environment. Each unit is held accountable for its own sustainability practices. Our sustainability program focuses on the “Three Rs” of environmental accountability: • Reducing consumption, when possible. • Reusing items, if possible; and • Recycling or composting items that cannot be reused or saved through reducing use. The Sustainability Report (available on the intranet) contains news about our initiatives and statistics on the company’s accomplishments. We are proud of our efforts and congratulate all of our employees who take steps every day to ensure improvements to the records year after year to produce cleaner water, greener parks, and happier communities. Guest Services highly encourages our employees to think of their actions as affecting their entire environment, but also to show Guest Services’ commitment to sustainability. Implementation of electric car charging stations, compressed gas vehicles, LED lighting, non-carbon dioxide electricity sources, and many other ecofriendly initiatives have significantly reduced the environmental footprint of many Guest Services locations. As we continue our journey in the interest of world preservation, we ask our guests and customers to join us and share the same passion for ensuring the future of the planet we call home.
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SUSTAINABILITY
Eliminated over 1,000 plastic Bottles from the waste Stream.
Used more than 1.27 million sheets of recycled paper.
Donated more than 3,400 bottles and soap bars to Clean the World Program.
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Lowered paper consumption by more than 850,000 sheets.
REcycled 10 tons of glass, 10 tons of metal and Almost 14 tons of cooking oil.
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Escape to the Pacific Northwest 's Most Celebrated Natural Icon 14,410 FEET OF FUN AND ADVENTURE AWAIT YOUR EXPLORATION AT THE BEAUTIFUL AND SERENE
MOUNT RAINIER NATIONAL PARK Located about 59 miles south-southeast of Seattle and ascending to 14,410 feet above sea level, Mount Rainier stands as an icon in the Washington landscape. An active volcano, Mount Rainier is the most glaciated peak in the contiguous U.S.A., spawning six major rivers. Subalpine wildflower meadows ring the icy volcano while ancient forest cloaks the range’s lower slopes. Wildlife abounds in the park’s ecosystems. A lifetime of discovery awaits. When you stay amidst the natural splendor at Paradise Inn or National Park Inn, you’ll immediately discover why this is a place to inspire, educate and enjoy. Winner of the Travelors’ Choice Award from TripAdvisor, you’ll find from summer activities like hiking, fishing, guided nature walks, and learning to rock climb to guided snow walks, crosscountry skiing, and snowboarding and tubing in the winter, there’s something for everyone to love in Mount Rainier National Park. NATIONAL PARK INN 47009 Paradise Road E, Ashford, WA 98304
MtRainierGuestServices.com Reservations: (855) 755-2275
EMPLOYEE PERKS & DISCOUNTS
EMPLOYEE PERKS & DISCOUNTS After all of your hard work, we look forward to welcoming you on your next, much-deserved vacation!
contains the telephone number, email, and chat options for employees. The phone number is (866) 979-0302.
We believe that all Guest Services team members and their families should have the opportunity to explore the country’s most iconic destinations and experience what makes this organization so unique. As a token of our appreciation, we offer team members exclusive lodging discounts at our gorgeous, award-winning properties across the nation.
You could be saving up to 12% on qualifying AT&T services. To purchase online, visit www.att.com/wireless/guestservices. Or, to find the AT&T store closest to you visit: www.att.com/ find-a-store. If you visit a local AT&T store, please have proof of eligibility (employee badge, paystub or student ID). Mention FAN: 5210139.
As a valued Guest Services Inc team member, you may have up to 50% off* at our unique and exciting portfolio of hospitality properties. Experience what your Guest Services, Inc. discount offers at various retail and recreational properties available on or off our lodging locations across the country!
A Verizon corporate discount is also available to all employees. This offer includes a 22% discount on monthly access fee, new two-yearr activation on eligible calling plan $34.99 or higher (line access fees and unlimited plans not eligible for discounting), 35% off eligible Verizon Wireless accessories, 10% access discount on all other purchases.
• Your name, employee ID**, and unit ID • The destination and dates you wish to stay • The number of people traveling • Proof of Guest Services employment (i.e., recent pay stub, employee ID) along with a photo ID (i.e., passport, driver’s license, etc.) Team members are also eligible for discounts on car rental services, retail stores, recreation, and more. Guest Services Inc. employees can take advantage of negotiated rates with National Car Rental or a 5% discount off market rates at Enterprise Rent-A-Car whenever you need a vehicle for your personal rental needs. Please visit https://elink.enterprise.com/ en/21/01/guest-services-inc.html when renting a car/truck with this discount program. Guest Services, Inc. (GSI) members can shop 24/7 for Dell computer products at www.dell.com/mpp/guestservices. All member discounts are built into the site and members are not required to log in or use any codes to qualify for discounts. Additionally, a sales team member is also available who will provide customer quoting and assist with the ordering experience. There is a blue tab on right of the page above
Simply visit https://www.verizon.com/discount-program and scroll down to “Enroll Now” button. Click “Continue” and enter the authorized signer contract information. Next, enter additional signal point of contact information (if necessary). Click on “View Agreement” (the Member must check both the authorized contact box and agree to the terms and conditions for approval). Once completed, the Member Agreement will display. For more employee perks and discounts or questions about existing offerings, please contact Human Resources at (703) 849-9382, by email at benefits@guestservices.com, or go online to either The Core or the Guest Services’ Intranet.
*Offer based on availability. Restrictions may apply. Offer does not apply to your working location. Cancellation policies will apply and vary per location. Team members may book a maximum of two rooms and must use a credit card to guarantee a reservation at the location requested. Offerings start at 20% off on food and beverage, retail and recreation offerings. Offer does not apply for tobacco and alcohol products. Echo Bluff State Park is 25% off all recreation, retail, food and beverage offerings. Lake Mead ◆ Mohave Adventures offers a 40% discount on all general merchandise, 20% discount on groceries (excluding tobacco and alcohol), 50% for souvenirs and logo apparel, 20% on food and beverage, 20% on propane and $0.10 per gallon on fuel. **To take advantage of our Employee Discount program, you will need to present proof of employment with Guest Services, Inc. Proof of your employment can easily be accessed through The Core at www.TheCore.GuestServices.com. Once on the homepage of The Core, click My Profile > Actions > Launch Employee ID. You will be asked to sign your ID, which requires entering your username and password. To access the signed Employee ID, click My Profile > Documents > Documents icon.
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Requesting a reservation is easy, send the following information to Khristopher.Edwards@guestservices.com.
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AWARDS & ACCOLADES
2019 Q-AWARD WINNER
2020 E-AWARD WINNER
The “Q” Award annually recognizes the leadership and staff of the Guest Services’ unit with the highest Quality Audit rating during the year.
DELONTA BRANDON Facilities Supervisor - Facilities and Maintenance
It is the goal that most Guest Services units will be evaluated annually on quality standards. The evaluation will result in a numeric score based on: (1) the on-site observation of specific criteria by a member of the Quality Assurance staff (2) customer surveys and (3) a client survey. The maximum score possible is 200. Congratulations to Joel Cabezas and the staff at NIHFisher’s Lane in Rockville, Maryland who is the 2019’s winner of the annual Guest Services Q Award. NIH-Fisher’s Lane received an exceptional total score of 98%. Congratulations is also due to the Guest Services’ units which scored a 90% and above in 2019. Congratulations to everyone!
Congratulations to Delonta Brandon on becoming the 2020 E-Award Winner. Delonta helps to run the maintenance department and meet the needs of the company by efficiently assigning the team members to various work orders, continually meeting with contractors, price evaluations and manages the company’s inventory. “I am proud and honored to work alongside Delonta,” says Mark Vunak, Director of Facilities and Maintenance. “I have appreciated his insight, knowledge and expertise that he has shared with me from his twenty-five years working here at Guest Services.”
PROPERTY AWARDS •
Bear Mountain Inn - The Knot “Best of Weddings”
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Echo Bluff State Park – Hotels.com “Loved by Guests Award”; TripAdvisor “Travelers’ Choice”
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Everglades Florida Adventures – TripAdvisor “Travelers’ Choice”
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Everglades Flamingo Adventures – TripAdvisor “Travelers’ Choice”
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Fairfield Inn & Suites by Marriott Richmond Ashland - Hotels.com “Loved by Guests Award”
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Giants Ridge – The Quarry – “Golf Digest’s America’s Best 18 Holes Since 2000 – Hole #13”; “Golfweek – #1 Best Courses You Can Play in Minnesota”; “Golfweek – #43 Top 100 Best Courses You Can Play in the U.S.”; “Golfweek – #119 Next 100 Modern Courses, 1960 to Present”; “Golfweek – #46 Ultimate Guide to Golf Course Living and Great Escapes”
25-YEAR CLUB HONORS Congratulations go out to all of our new 25-Year Club members for all your hard work over the years. Your persevering and diligent efforts over the years are very much appreciated and held in the highest regard here at Guest Services. The 2020 online celebration included the induction of the following members: • • • • • •
Delonta Brandon – Facilities and Maintenance Bruce Burwick – Saint Luke Institute Heidi Goddard – Accounting Department Rebecca Powell – Boys Home Rod Taylor – Lake Mead ◆ Mohave Adventures Clyde Tisdale – Defense Contract Unit
Thank you valued team members for your continued contributions. All of our organizational achievements are made possible because of your individual efforts as well as the actions of your team members. We look forward to your ongoing accomplishments and a continued bright and successful future together.
STANDARD
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2020 EDITION
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Giants Ridge – The Legend – “Golfweek –#10 Best Courses You Can Play in Minnesota”; “Golfweek – #192 Ultimate Guide to Golf Course Living and Great Escapes”
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Giants Ridge – Golf Digest’s Editors’ Choice Award for “Best Golf Resorts in the Midwest”
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The Lodge at Breckenridge – Weddingwire “Couple’s Choice”; The Knot “Best of Weddings”; TripAdvisor “Travelers’ Choice”; High CountryEnvironmental Champion Award
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The Lodge at Wakulla Springs – Wakulla Chamber “Excellence Service Award”; TripAdvisor “Travelers’ Choice”
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Mount Rainier National Park – TripAdvisor “Travelers’ Choice”
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and Canoe Rentals and tourson • paddle Everything is Better the Water Kayaking board rentals • Dragon and Swan Boat Rentals • Yoga Classes • Lesso wboats For everything under the sun, now is the time to get out and take advantage of all that nature•offers at one •of our Guest Services’ recreation and boathouse locations! Tubing Tour Boats andoutdoor Nature Cruises • Segway Tour odging and Canoe Rentals and tours • paddle board rentals • Biking • Camping • Hiking • Sail cave• diving Trails orkeling andKayaking Rowboats Dragon and Swan Boat Rentals • Yoga Classes • Lessons and Park • Fishin • Live• Mermaid • Water Slides Shows co TentsSailing and Nature Tubing • Tour Boats Cruises • Swimming • Fishing and cave diving • Biking • Camping • Hiking • Lodging and • Swimming • Dining Trails Special Events House Snorkeling Boat rentals • Live Mermaid Shows • Water Slides and Park • Rafting Tours Eco Tents and and tours • paddle board rentals Rentals Kayaking HouseCanoe Boat rentals • Segway tours • Dining and Special Events wboats • Dragon and Swan Boat Rentals • Yoga Classes • Lesso odging • Tubing • Tour Boats and Nature Cruises • Segway Tour orkeling and cave diving • Biking • Camping • Hiking Trails • Sail co Tents • Live Mermaid Shows • Water Slides and Park • Fishin House Boat rentals • Swimming • Dining and Special Events Kayaking and Canoe Rentals and tours • paddle board rentals wboats • Dragon and Swan Boat Rentals • Yoga Classes • Lesso odging • Tubing • Tour Boats and Nature Cruises • Segway Tour orkeling and cave diving • Biking • Camping • Hiking Trails • Sail BoatingInDC.com (202) 337-9642
BoatingInBoston.com (617) 299-3392
LakeMeadMohave Adventures.com (352) 597-8484
LakeRoosevelt Adventures.com (855) 961-1055
BlueSpringAdventures.com (833) 953-2583
FlamingoEverglades.com (855) 708-2207
EvergladesFloridaAdventures.com (855) 793-5542
TheLodgeAtWakullaSprings.com (855) 632-4559
VisitRainbowSprings.com (352) 533-4305
WeekiWachee.com (352) 597-8484
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