CENTENNIAL EDITION â€“ 2017
CEO’S CORNER It’s hard to believe we’re almost through 2017, our Centennial year! Time is flying and there is much to share as Guest Services enters its second century. There is excitement in the air as Jeff Marquis and I continue our “100 Units in 100 Days” campaign that has taken us from one end of the country to the other. We feel it is so important to have an opportunity to personally thank the many, many people who make our continued success possible: our customers, our clients, and, most important, our employees. Without the loyalty and dedication that you show, the pride you take in your jobs, and the care and thoughtfulness with which you treat our guests, there would be no Guest Services. So, Jeff and I look forward to continuing to visit with you in the very near future to show our appreciation. As you go through this issue of The Standard, you’ll see our many new business successes and the markets we’re entering. You’ll also see news of the awards and accolades won by our people and our units; I am so proud of our company and our loyal employees. At the dawn of our second century of service, I feel great confidence in the direction of the company. Our rock-solid foundation of service and integrity, which has formed the basis of our operating philosophy during our first hundred years, will carry us forward into a future that is bright with the promise of continued growth and prosperity. I am grateful to all of you and wish you the very best as we move through the remainder of this very special year.
Chief Executive Officer Gerry Gabrys and President and Chief Operating Officer Jeffrey Marquis.
company celebrating one hundred years of service? What sets us apart from our competitors? “Our dedication to our employees and to our clients,” says Jeff Marquis, president and chief operating officer. “We’ve stuck to what we know: legendary hospitality and how to invest in people. This underlying formula of selecting the right employees for the right jobs, keeping them well equipped with the appropriate training and providing them with great leadership consistently provides the best possible product to our clients.”
THE NEXT 100 YEARS
Working across several industries to manage and operate an array of hotels and resorts, senior living communities, restaurants, business dining facilities, recreational services, as well as national and state parks, what is the driving force of a
So what’s next for Guest Services, Inc.? “Continuing the formula. Taking care of our employees and our dedication to what we do well has driven our success over the last 100 years, and it will continue for the next 100 years. We’re still here after a century because of the hard work and dedication of those who came before us. They laid this foundation and it is our responsibility to carry the torch forward, doing everything we can to make this great organization even better.”
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100 YEARS AND COUNTING Becoming a 100-year-old company is no easy feat—especially over the last century when the average lifespan for most companies has dropped from 67 to 15 years. That’s why Guest Services is especially proud to recognize this milestone in history. After a century of investing in our people, we are enormously thankful to know our people are investing in us. “We really look at our employees like family,” says Richard Hirsch, recently retired Vice President of Human Resources. “At Guest Services we have no shareholders; our employees are priority number one. It’s a philosophy ingrained in this wonderful organization, and also in our CEO. Gerry Gabrys makes himself readily available to any employee who reaches out for help, and encourages them to do so.” Rich retired at the end of September, 2017 after a successful 14 and one-half year career at Guest Services, Inc. Whether you were hired 25 minutes ago or 25 years ago, you are a fundamental part of the same “Pineapple Nation” that has sustained its success for a century.
“We live and die by our front-line employees,” says John Gonzales, our newly-hired President of Senior Living. “The value that every employee at every level provides is critical to the success of the firm.” This perspective is particularly refreshing coming from John, who started off over 30 years ago as a food server in a senior living community. From caregiving to maintenance and housekeeping to directing marketing and operations, John worked his way through the ranks, at one point filling virtually every position in the business. “Never see your position as a dead end or a roadblock. Don’t be afraid to ask for guidance and be coachable. Everyone here wants to help you, and everyone here wants you to succeed.”
MORGAN, LEWIS & BOCKIUS
Since the company’s birth a century ago, what has and continues to make the Pineapple brand so great is its magnificent people. Jeff Marquis says, “You’re not going to find a company that truly cares as much about its employees as Guest Services does, and our clients will attest to that.” We hope you are as proud to work for Guest Services, Inc. as we are indebted to you.
KEY BRIDGE BOATHOUSE
NATIONAL INSTITUTES OF HEALTH
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BEAR MOUNTAIN INN
CENTURY OF SERVICE VOLUNTEER INITIATIVE Every organization’s logo has its story and special significance. Our pineapple represents the fundamental foundation of hospitality: everyone is welcome here. While we serve our clients and guests with legendary customer service, we also do what we can to make our planet, our cities, our communities and our neighborhoods healthier and more welcoming places to live, work and play. A Century of Service, our signature Centennial volunteer initiative, provides an opportunity for every employee to be paid for an entire day of charitable volunteering. By the end of the year, Guest Services will have collectively contributed thousands of hours of volunteer service, proudly continuing our company tradition of giving back to causes greater than ourselves. BOATING IN BOSTON
The corporate HR and Training teams made the most of this initiative. Located in Southeast Washington DC, Ballou High School is one of the most underprivileged schools in the District. The vast majority of the 755 enrolled students are economically disadvantaged and only 52% of them will graduate. Fortunately, many are doing everything they can to provide these kids with the opportunities they need in order to succeed. Chef Frederick Monroe is the director of Ballou High School’s culinary program, which offers students of various ages and skill levels a culinary arts education. Learning of his program, Danielle Verderosa, vice president of Human Resources, and the HR and Training teams, reached out to Chef Monroe and asked what they could do to help. “We saw that this was a unique opportunity to link a local school’s culinary program with our organization, which has such a vivid culinary background,” says Danielle. Chef Monroe asked that Guest Services, Inc. support his culinary program by supplying school supplies and assorted gifts he calls “Prizes of Unspeakable Value.” After only two weeks of collection at the corporate office, the results were bountiful.
The HR and Training teams weren’t alone. Throughout the year many units have seized this opportunity. In collaboration with a local nonprofit (The Corps Network) our corporate Marketing team spent a day refurbishing areas on The National Mall. The DoubleTree Suites by Hilton Naples and Weeki Wachee teams made enormous contributions to the Hurricane relief effort and river cleaning in their Florida communities. Boating In Boston and Boating In DC teams played a vital role in maintaining the waters they operate in all along the East Coast. “I already knew that a few people on our team had a charitable mindset,” says Danielle. “But it was inspiring hearing how eager everyone was to help the community. Managers might be skeptical about participating in the Century of Service program because it takes time away from work, but this is truly an amazing team building exercise that brings people together for a great cause with an invaluable reward. Talk to your team and you will see how much they want to give back to the community.” When asked about the significance of the Century of Service Initiative Danielle said, “It speaks to Guest Services’ culture. We are a service company. People may think it stops at customer service, but community service also is the heart of who we are. We get to do something extraordinary with this initiative and at the end of the day that is what makes this organization so special.”
Please visit www.gsiemployees.com for additional details about this service opportunity where so many benefit
THE NATIONAL MALL
CENTENNIAL EDITION 2017
WELCOME TO THE FAMILY
It is our honor to welcome the following exciting new businesses to the Guest Services, Inc. family.
BOATING IN DC, FL, MA, MO, NY, VA, WA The acquisition of Boston Outdoor Recreation further strengthens Guest Services’ position as the premier watersports management company in the United States. GSI Boating operations for national and state parks now span Washington, D.C., Virginia, New York, Missouri, Florida, and Washington State. Michael Aghajanian, President of Guest Services Recreation Division, states “We are proud to join with Guest Services to bring our successful team to more waterfronts around the country. It’s a great feeling for us to watch our team grow and know that our passion for what we do is matched by yours.” Gerry Gabrys welcomed Michael and the Boston Outdoor Recreation team to the Guest Services family: “This is an outstanding organization delivering fun and excitement to thousands of waterloving guests; we are delighted to bring them into our fold so that, together, we can serve thousands more boating enthusiasts across the country.
WEEKI WACHEE SPRINGS WEEKI WACHEE, FL The only city of live mermaids is now managed by Guest Services!
Sitting in the 400-seat submerged Mermaid Theater, you feel like you’re inside the flowing spring itself,
CENTENNIAL EDITION 2017
transported back to simpler times before super theme parks and super highways. And now, the only city of live mermaids, its recrational water sports areas, food service and retail areas are managed by Guest Services! Learn more at www.weekiwachee.com
Since 1947, Weeki Wachee Springs has been dazzling visitors with its beautiful, mesmerizing mermaids who swim in its cool, crystal-clear waters. Weeki Wachee Springs State Park is a magical entrance into a mysterious blue underwater world of mermaids, manatees, turtles, and bubbles.
WELCOME TO THE FAMILY
GIANTS RIDGE BIWABIK, MN Giants Ridge Recreation Area is a four-season golf and ski resort in the heart of the Iron Range and the number one family destination in Minnesota. Recently Guest Services was contracted by the Iron Range Resources and Rehabilitation Board (IRRRB) to manage the food, beverage, special events, recreation and retail services at the resort. Giants Ridge is operated by the Hospitality Division under the direction of vice president Barry Trice. Learn more at www.giantsridge.com
FAIRFIELD INN & SUITES ASHLAND, VA The new Fairfield Inn & Suites by Marriott Richmond Ashland (Virginia) opened its doors in April, 2017. Guest Services and partner Holladay Properties jointly own the hotel, which is managed and operated by the Hospitality Division of Guest Services, Inc. Gerry Gabrys expressed his sentiments on the opening of the hotel: “Expanding our award-winning hotel portfolio with a property in the Commonwealth was an easy decision because of the Fairfield brand’s heritage of great service and warm welcomes, which is congruent with Guest Services’ heritage and culture. Our team of talented hospitality professionals embodies the southern charm of the Richmond area, and we greatly look forward to warmly welcoming guests to our property.”
CENTENNIAL EDITION 2017
ECHO BLUFF STATE PARK EMINENCE, MO The crown jewel of the Missouri Department of Natural Resources, Echo Bluff is a state park and quintessential outdoor destination for adventurers and nature lovers looking to experience all that the Ozarks have to offer. Set in a valley surrounded by towering bluffs and unsullied forest, and cut by the Sinking Creek, the property is a stunning, one-of-a-kind location that amazes all visitors. Guest Services provides its legendary hospitality in the management of accommodations at the iconic Lodge, cabins and rustic campsites, as well as dining and special events management. Visit www.echobluffstatepark.com for more information
SENIOR LIVING DIVISION FLORIDA & WASHINGTON Looking to capitalize on its successful history and current achievements of dining service management for senior living communities, Guest Services has launched a new Senior Living Division to expand into full-service (housing, facility and clinical) management within this growing industry. Providing exemplary services at The Marbella at Pelican Bay and Moorings Park in Naples, Florida, as well as Emerald Heights and Heronâ€™s Key in Washington State, forms a firm foundation for expansion. Building upon these accomplishments, the goal is to elevate Guest Servicesâ€™ reputation for legendary hospitality to the senior living industry.
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Paddle. Relax. Explore.
With over thirteen locations all over the Washington D.C. and Boston areas, there is no doubt one of these wonderful boathouses has exactly what youâ€™re looking for. By providing these great cities with boating lessons, clinics, camps, kayaks, canoes, pedal boats, paddleboards, and more, Boating in DC and Boating In Boston have been bringing smiles to boating enthusiasts since 2002.
INNOVATION THROUGH OPERATIONS Every day, DC boaters would come in and out of the beautiful Washington Sailing Marina docks and pass Indigo Landing. This white-tablecloth restaurant had a wonderful customer base, but wasn’t necessarily catering to those in boating attire and locals looking for a quick, delicious and affordable bite to eat. An untapped market was casually floating by a prime location yet to reach its full potential. This realization was the foundation of the industry research, market research, and menu analysis that led to the creation of the modern-style, over-the-top burger joint, Triple Craft. The challenges of overhauling a restaurant or service are predictably unpredictable. Imagine changing a fine dining steakhouse into a burger shop. Renovations were challenging, with unforeseen structural complications. Once those were hurdled, the next obstacle was the secluded location and minimal traffic exposure. The team decided to tackle it head-on by hosting a VIP event. Local food critics and social influencers were invited to come enjoy the delicious burgers, beers and shakes while indulging in the beautiful views of the Potomac River on the newly renovated deck. The resulting social chatter sparked a heavy influx of customers, which fueled the success of the Potomac River’s newest dining gem.
Henry Ford said, “If you always do what you’ve always done, then you’ll always get what you always got.” It isn’t always about recognizing a problem and determining the solution. Sometimes it’s about recognizing opportunity, believing you can do better and taking risks. These aren’t just two success stories, they’re stories of metamorphosis. Do something different, create something new, trust in your abilities and you will reap the fruits of your ambition. Visit www.triplecraftdc.com and www.boatingindc.com/ marinas/columbia-island-marina/ for more information.
COLUMBIA ISLAND MARINA
COLUMBIA ISLAND MARINA
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Meanwhile, just a few miles up the Potomac River, Joseph Cangianelli and Phil Williams at the Columbia Island Marina had a similar inspiration. Originally, this marina simply provided services to 386 slip holders with a small, casual café and outdoor deck. But Cangianelli and Williams recognized a similar target market (hungry and willing to spend) that motivated the Triple Craft transformation. Utilizing the full potential of their talented team and corporate resources, diversifying their menu, upgrading aesthetics, and adopting strategies from other thriving East Coast marinas, they successfully enhanced their business model with the creation of the Island Time Bar & Grill. They saw their opportunity, and they capitalized on it.
POPULAR DEVICES USED WHILE AWAY ON VACATION
ONLINE REVIEWS FROM TRAVELERS
agree “they give me insider knowledge not available elsewhere.”
agree “they give me confidence I need to book.”
Source: Facebook-commissioned global survey of 10,500 people who use social media.
INNOVATION THROUGH TECHNOLOGY WEB REDESIGN SUCCESS As the business grows, so does the method to communicate to the clients and guests who visit, eat, rest, and play at any of the numerous locations managed by Guest Services. The time-honored customer comment card is passé and the speed with which remarks are shared is immediate. The primary vehicle to introduce and share a unit’s services and beauty has become the internet, with constant feedback received from numerous social platforms. Hence the importance of the design of each location’s website. Recent updates to many websites have rebranded the look and feel of the messaging of each location with cross-utilization of digital channels and social media outlets. Results have been astounding and provide ease of access for visiting guests, who now find an attractive contemporary design that is photo driven to communicate in the proverbial thousand words. New website features: • Responsive • Image heavy • Real photos chosen over stock photos for units • Block-centric design • Less copy Benefits include: • Mobile-friendly • Brand consistency among units • Easier to read and navigate • Saves money on developing a separate mobile site • Increases visibility and higher ranks in search engines • One content management system allows for setting updates in one interface EMPLOYEE RESOURCE LAUNCHED Employees spoke, asking for assistance. Guest Services listened, and www.gsiemployees.com was created. Understanding the limitations of many locations for internet access through the firewall, the new website provides a platform for communication to all employees. Currently housing human resource information, the portal will continue to evolve to provide material for development, activities within the company, important details, and general resources for employees.
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The idyllic destination getaway for the adventurer, the romantic, or those looking to celebrate a special event in a historic venue. Enjoy scenic hiking, world class fishing, seasonal skiing, and plenty more in the company of the Hudson Valley and Bear Mountain natural splendor.
@ BEARMOUNTAININN @ BEARMTNINN
LO D GI NG
REC R E AT IO N M A N AG E M E N T
INNOVATION THROUGH HEALTH & WELLNESS CORPORATE NUTRITIONIST— JUDY CAPLAN, MS, RDN As a registered dietitian with over 40 years of experience in the field of health and wellness, Judy Caplan is in touch with the constantly changing health trends that have swept our nation. Using this insight, she is the architect of the new Health & Wellness program, GOBEFULL. Judy focuses on the idea of “food as medicine,” using a holistic natural approach that provides her clients with lasting results and a transformational foundation. After completing both undergraduate and graduate degrees in Human Nutrition, Foods, and Dietetics at the University of Arizona, Judy was ready to change the proverbial “white bread, junk food” world. Her career has consisted of appointments as a health educator, a nutritionist at Canyon Ranch, and the researcher for multiple celebrity health publications. Moving to hospital dietetics, she continued her health crusade, attempting to transform the processed, overcooked meals served to patients and employees to fresh, healthy and seasonal selections. Judy has counseled thousands of clients to provide a realistic and sustainable approach to better health; been an active motivational speaker to large corporations, businesses and organizations; worked to improve school lunch menus while educating scores of children of all ages; and written four books and many articles, all of which catapulted her to become a spokesperson for the Academy of Nutrition and Dietetics. Judy believes that a transformation, both physical and emotional, can occur as people begin to nourish themselves with healthier foods and get in touch with what it means to be full. What often starts as physical nourishment can lead to what she refers to as “nourishment of the soul.” Judy truly believes that properly feeding our bodies can assess deeper levels of self-awareness, opening doors to possibilities never imagined.
GOBEFULL PROGRAM LAUNCHES In a continued evolution and improvement of services, Guest Services, Inc. is launching an all-new, allencompassing Health & Wellness program called GOBEFULL (GBF), an acronym for the elements in the program comprising eight keys to good health as a foundation for a lifetime of nutrition and fitness success. GOBEFULL is a new way of thinking about food and fitness. Built on the latest medical knowledge and nutrition guidelines, GBF focuses more on healthy food groups, exercise, and an understanding of food labels rather than specific nutrient limitations and diets. This program demonstrates the power of certain foods to prevent disease, with a focus on a regimen that is plant-based, nutrient-dense, calorie-light and antioxidant-heavy. Filling up on GBF foods can reduce your intake of refined sugars and flours, excess sodium, unhealthy oils, and unwanted extra calories. “GBF is designed to help you quickly bring together the elements of a healthy diet in simple, accessible ways that can be applied anywhere and everywhere,” explains Judy Caplan, corporate nutritionist. Whether guests or employees aim to lose weight, prevent disease, eat less junk food or accomplish any other health-related goal, GOBEFULL provides the knowledge to tackle it with confidence.
G Greens O Oils B Beans E Exercise F Fruit U Unrefined Grains L Lean Protein L Labels
Rollout plans for a comprehensive program will be made available on the intranet and will include highlighting menu items with specialized labels, unit visits for dietitian events, food tastings, and printed educational materials.
CENTENNIAL EDITION 2017
Due to the ever-evolving dietary requirements of our guests, an allergenfree food concept has been designed to offer healthier options for those with dietary restrictions. Currently, the services are being tested and vetted at CHEFS, with the focus on a daily menu featuring wholesome, fresh ingredients without: • • • •
Shellfish Dairy Soy Tree Nuts
• • •
Peanuts Wheat Eggs
Local Roots offers international variety, temptingly presented with attention to specific food handling practices that ensure minimized opportunities for cross- contamination; even utensils are color-coded for our guests’ peace of mind. In addition, an educational component exists for employees and guests regarding the specifics of the cuisine and its production. Future opportunities for an expansion of the program are likely in the ongoing evolution of diets and markets, with strong consideration for the new Senior Living Division and general locations with a demand for healthy and allergenfree cuisine.
Pineapple Salsa Yields 14 servings
INGR EDIE NTS • 2 cups diced fresh pinea pple • 2 medium tomatoes, seed ed and chopped • ¾ cup chopped sweet onion • ¼ cup minced fresh cilant ro • 1 jalapeno pepper, seed ed and chopped • 1 tablespoon olive oil • 1 teaspoon ground coria nder • ¾ teaspoon ground cumi n • ½ teaspoon salt • ½ teaspoon minced garlic • Tortilla chips
MET HOD In a large bowl, combine the first 10 ingredients. Cover and refrigerate until serving. Serve with tortilla chips.
ALLE RGE NS None
NUT RITI ON INFO RMATION PER SER VING Calories: 322; Protein: 10g; Fat: 10g; Cholesterol: 0mg; Carbohydrate: 49g; Sodium: 800mg; Fiber: 7g
CENTENNIAL EDITION 2017
IN THE FACE OF ADVERSITY Imagine your commute, but that the route you normally take has been completely and utterly demolished by enough earth to fill up 800 Olympic swimming pools. This is the roadblock the Big Sur Lodge in California has faced for the past year following the winter storms and mudslides that closed Route 1 and caused the Pfeiffer Canyon Bridge to be condemned. The glorious road trip up the spectacular California coast normally adored by guests was abruptly cancelled, and so was Big Sur Lodge’s stream of reservations and subsequent business. Overcoming a hurdle this big is a daunting task for any business, regardless of the circumstances. The team at Big Sur Lodge planned meticulously to utilize their time as efficiently as possible and keep things on an even keel until the bridge’s reopening in midOctober. The significance of maintaining one’s composure and tenacity in the face of adversity cannot be overlooked; and their story is an inspiring example. Adversity comes in all different shapes and sizes and is almost always unexpected, especially when it comes from Mother Nature. Perhaps no one knows this better than those who faced Hurricane Irma, and won. The Condominium Division risked their own safety by staying behind and making sure residents had everything they needed during the historically powerful storm. Weeki Wachee and Boating In Florida staff worked tirelessly to clean up and restore not only the Weeki Wachee State Park and surrounding state parks, but also anywhere else
Satellite image of Hurricane Irma on September 9, 2017. (NOAA/GOES)
that needed help in Hernando County, Florida. Thankfully, when the storm receded no one was injured, all were accounted for, and property damage was below expected. During a year in which reports of wide-spread tragedy were relentless and news detailing the next major natural disaster was unavoidable, it’s refreshing to hear about those who endured on the front lines. It’s even more refreshing knowing that they are a part of the very special Guest Services community.
More than 1 million tons of rock, dirt, and debris tumbled onto the highway, burying one-third of a mile of road just south of Big Sur.
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OUR PEOPLE-FIRST PHILOSOPHY SETS THE INDUSTRY STANDARD Since its inception in 1917 as a provider of food and recreation services for government workers in Washington, D.C., Guest Services has recognized that in this business, investing in people means investing in guest experiences. Being committed to excellence in hospitality means being committed to providing a team-focused work environment and personalized programs that elevate its clients, and giving back to its communities. At the DoubleTree Suites by Hilton in Naples, Florida—one of several properties Jennifer Wallace leads as the managing director—Jennifer recalls one of her first meetings with Gerry Gabrys, Guest Services’ CEO. She sought his approval on an order for all-new bedding for an updated brand requirement, asking him if he would like to phase in the orders as is typical in the industry. His response? Order all of them. “I remember him asking me why would we want a guest to have one experience that didn’t match their next visit,” says Jennifer. “This is rare in hotel ownership.” And the returns show this level of commitment. The DoubleTree Suites by Hilton Naples has been the recipient of 12 Hilton Connie Awards—the highest hotel award for all brands across Hilton’s worldwide portfolio—the most of any DoubleTree hotel in the world. In addition, the hotel has also been the recipient of many additional awards from the brand including the DoubleTree Pride Award, and DoubleTree Environmental Award, the Excellence in Hospitality Award, Creating a Rewarding Experience (CARE) Award, and more. In 2016, Jennifer also was recognized with the DoubleTree Leadership of the Year Award.
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DOUBLETREE SUITES BY HILTON NAPLES
“At Guest Services, and under Mr. Gabrys’ leadership, we understand the value of delivering a quality and consistent experience,” says Jennifer. Guest Services’ approach focuses on consistent quality to drive revenues, rather than a short-term mindset that might negatively impact customer experience and long term revenues. Guest Services has transformed and evolved as the needs of its customers and communities have changed over the past century. But one thing remains: Building a people-first company results in a people-first work culture and spectacular guest experience. “The thing that I love about working with Guest Services is that the people-first approach starts with the CEO; it genuinely permeates the corporate office and makes its way to the teams managing properties on-site,” Jennifer says.
6329 WYNNE CREEK DRIVE, BIWABIK, MINNESOTA 55708 @GIANTSRIDGE
B I WA B I K , M I N N E S O TA
A season pass at this legendary snowy getaway grants unlimited access to finely groomed Nordic ski trails and the best snowboarding terrain park in Minnesota. With hiking, tubing, fishing, biking, and more available, winter time in the critically acclaimed Giants Ridge wonderland is unforgettable for any snow adventurer.
AWARDS & ACCOLADES THE #1 COMPANY TO WATCH IN 2017 This issue has detailed some of the many successes of Guest Services, Inc., such as the acquisitions of promising new business through major contract wins with the National Park Service, Florida State Parks, and Missouri State Parks. In recognition of these great achievements, Food Management magazine ranked Guest Services, Inc. as the #1 company to watch in 2017. It is an exciting honor to receive such an accolade, and we look forward to finishing out the year as strongly as we started.
PRESTIGIOUS AWARDS FOR INDUSTRY LEADERS Continued praise and recognition of efforts and on-going attention to details provide a wealth of awards and commendations from guests, clients and the industry. Congratulations to the teams across the country whose diligent work has resulted in these positive acknowledgments: •
• • • • • • • • •
DoubleTree Suites by Hilton Naples—2016 TripAdvisor Certificate of Excellence, Ranked #1 hotel in Naples, FL, TripAdvisor Gold Level GreenLeader, 2016 PRIDE Award Lodge at Breckenridge—2016 TripAdvisor Certificate of Excellence Bear Mountain Inn—2016 TripAdvisor Certificate of Excellence, TripAdvisor Silver GreenLeader Ivey House—2016 TripAdvisor Certificate of Excellence Heartwood—2016 TripAdvisor Certificate of Excellence Mount Rainier National Park Inn—2016 TripAdvisor Certificate of Excellence, TripAdvisor GreenLeader Partner Mount Rainier Paradise Inn—2016 USA Today’s 10 Best, Reader’s Choice Best National Park Lodge North Cascades Lodge at Stehekin—2016 TripAdvisor Certificate of Excellence Boating in Florida at Weeki Wachee Springs State Park— 2016 TripAdvisor Certificate of Excellence Echo Bluff—2016 TripAdvisor five-star rating
TRIESTE AT BAY COLONY
2016 Q AWARD Congratulations to manager Gordon McIntosh and the staff of Trieste at Bay Colony on winning the 2016 Guest Services Q Award. Trieste received an outstanding total score of 97 percent, which included an exceptional combined customer service rating of 99 percent received from the residents and the client. Trieste at Bay Colony is part of the Hospitality Division under the direction of vice president Barry Trice. Trieste at Bay Colony features top of the line luxury condominiums that offer world-class amenities and stunning panoramic views of the surrounding nature preserve, Gulf of Mexico and the Bay Colony skyline. Trieste at Bay Colony board president Brian Maher provided a great deal of positive feedback regarding Guest Services’ 2016 job performance at the unit, stating “From the cleaning staff, maintenance and guards, to the management, the customer service is a 10.”
25-YEAR CLUB HONORS Congratulations to all of our new 25-Year Club Members; your hard work over the years is very much appreciated and respected. The 2017 celebration included the induction of new members: • Joyce Williams (Lincoln Food) • William Lum (Lancaster Foods) • Donald Bucklew (Lancaster Foods) • Mary Lou Whitfield (Office of Naval Intelligence) • Juana Maria Leonzo (Morgan Lewis & Bockius) • Addisalem Worku (D.C. Metro Retail) • Anthony Demarzo (National Emergency Training Center) • Gray Price (Boy’s Home) • Robbin Smith (National Emergency Training Center)
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This brings the total of employees with at least 25 years of service to an inspiring 114 current members. The recognition of the dedication and loyalty of this elite club’s members every year is the least we can do to show our thanks. To learn more about the 25 year club and its members, please visit www. gsiemployees.com.
SUSTAINABILITY ACHIEVEMENTS Our sustainability program, known as OurPlanet 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 2016 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. “We’re constantly brainstorming methods to improve our sustainable practices and operations,” says Doug Verner, vice president, secretary and general counsel, and leader of the sustainability program at Guest Services. “Sustainability at Guest Services means establishing practices that do not damage the environment, from purchasing and cooking to sourcing and waste reduction.” One specific example of these efforts, the Rock Creek Park Horse Center located in Washington, D.C. is home to 40 to 50 horses. For decades, the waste generated by the Center was stored outside, washing down into the local creeks during heavy rain storms and polluting a key water source for the region. As the property’s manager, Guest Services saw a need for improvement—and acted on it. Today, rather than storing the waste, it is converted into fertilizer to improve soil and grass throughout Rock Creek Park. “We turned a previously detrimental aspect of our client’s property into an asset,” says Doug Verner.
Annually, Guest Services presents the ACE Award (Award for Conserving Energy) to the unit showing the greatest percentage increase in energy conservation. For 2016, the winning unit was the Thomas Jefferson Memorial Food Kiosk which had a 26.2 percent decrease in electrical consumption below the prior year. Congratulations to the team, whose efforts strengthened the practices of eco-service to benefit guests for years to come. SUSTAINABLE STAY The ourPlanet program not only is designed to encourage 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 more than 127 Guest Services locations. As we continue our journey in the interest of world preservation, we ask our guests to join us. In fact, we are offering to pay them to help. A recently initiated campaign has enabled guests to assist in upholding our sustainability goals. Guests who take our new Sustainable Stay Pledge at our lodging units receive a reusable bag, water bottle, Sustainable Stay sticker, and $5 per night off their room rate. Their pledge signifies their dedication to the environment, and also to personal wellness. Among many other commitments, guests are forgoing daily housekeeping, limiting their use of electricity and water, making healthy food choices, and promising to actively enjoy the great outdoors. The OurPlanet program isn’t just a movement to increase awareness of the environmental impact of our actions; it is a sustainability project expressing how far individual actions can go in changing our lives, the lives of our peers, and the lives of our families. The Sustainable Stay Program is an extension of our efforts in the hopes that our guests share the same passion for ensuring the future of the planet we call home. Please visit the intranet for Sustainable Stay Program details.
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.
CENTENNIAL EDITION 2017
Overindulgent Overloaded Over Here
Totally over the top farmto-fire burgers, monstrous signature milkshakes, critically acclaimed local microbrews, and a front row seat to the Nationâ€™s Capital skyline. Escape the run-of-the-mill burger joint to the extraordinary Triple Craft experience. 1 Marina Drive, Alexandria, VA 22314