Guest Services - The Standard 2025 Edition

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Guest Services, Inc. • 2025 Edition

Flamingo District at Everglades National Park, Florida

4 A Message from the CEO

Reflections on recent 2025 achievements, resilience, growth, and gratitude, with a forward-looking vision as Guest Services enters its 110th year.

6 Strategic Context and Business Direction

How strategic collaborations drive retail, culinary, and experiential innovation, expanding reach, creativity, and guest value.

8 Property Spotlights

Highlights from standout destinations showcasing hospitality excellence, unique landscapes, leadership, and future-focused guest experiences.

20 Business Development

Contract wins and renewals that reflect trusted stewardship, longterm partnerships, and continued growth across diverse markets.

22 Corporate Initiatives

Updates on enterprise systems, culinary programs, and marketing tools driving efficiency, accountability, innovation, and scale.

32 Celebrating New Faces in Leadership

Recognizing promotions and emerging leaders whose experience, vision, and dedication strengthen Guest Services for the future.

34 Employee Perks and Discounts

An overview of exclusive savings, travel benefits, and experiences available to employees across the Guest Services portfolio.

36 Guest Services Awards

Honoring outstanding individuals whose leadership, service, and impact exemplifies excellence across Guest Services.

250 Forward

Sign up with your email and phone number to win thrilling adventures and top-notch travel gear, plus receive exclusive offers sent right to you. At Adventures Unbound, every journey is an experience unlocking extraordinary moments. Don’t miss out – new winners and exciting deals every month!

Giants Ridge Recreational Area, Minnesota

The Lodge at Wakulla Springs, Florida

A

Message from Chief Executive Officer, Nico Foris

With the end of 2025, I would like to extend my sincere appreciation to all Guest Services team members for their dedication and to our valued client partners for their continued trust. This year has been one of significant progress, marked by exceptional teamwork, operational achievements, and meaningful growth across the Company. Throughout every challenge and opportunity, we remained steadfast in our mission to provide exceptional hospitality services for our clients, visitors, and the communities we proudly serve. Thanks to your hard work, our reputation for excellence remains strong nationwide.

Operational Growth and Strategic Achievements

This year we celebrated several key leadership promotions across our core operating divisions. These transitions have strengthened our organizational foundation and positioned us well for continued success. We also secured several strategic contract awards that expand our presence in critical markets.

Notably, we were selected to operate several new state parks in Oregon and Alabama, providing comprehensive hospitality management including lodging, campgrounds, food & beverage, retail, and recreation. We further expanded our footprint in Florida with two additional state park operations and continued the growth of our luxury condominium portfolio in the greater Naples market, adding six new properties to an already strong collection.

In addition to new contract wins, we achieved important renewals within both our National Park Service operations and our Contract Food Services division. These renewals are a testament to our history of stellar performance and the high caliber of service our teams deliver every day.

Resilience in the Face of Challenges

While 2025 brought remarkable achievements, it also presented challenges from severe weather events such as floods and wildfires to the impacts of a government shutdown. Across every affected location, our teams demonstrated resilience, professionalism, and commitment to

service. Your ability to perform under pressure continues to define who we are as an organization, and I am deeply grateful for your dedication.

Advancing Key Initiatives and Innovation

We also made important strides in several strategic initiatives. Our Adventures Unbound brand advanced significantly this year, with new collection series developed that will enhance guest experiences across many recreation sites beginning in 2026.

Our Culinary Forum continued to innovate, introducing new food and beverage concepts and expanding our proprietary menu system, allowing us to offer more sustainable, creative, and diverse culinary options. We also forged new partnerships with local restaurateurs, further enriching our offerings and strengthening our community ties.

Operationally, 2025 marked our first full year utilizing Workday following its implementation in mid-2024. The platform has brought meaningful efficiencies to daily operations and equipped our teams with improved tools for effective management. Additionally, we advanced several frontend technologies, including the integration of AI into our central reservations processes and enhanced data collection capabilities to strengthen future marketing strategies.

Commitment to Our People and Communities

Our commitment to social responsibility and team member wellbeing remains a cornerstone of our culture. This year we actively supported community initiatives, hosted Employee Resource Group sessions, maintained our rich benefits offerings, and delivered impactful training programs. Together, these efforts ensure we continue providing a supportive, inclusive, and growth-oriented environment for all team members.

Looking Ahead

Our long-term strategic plan positions us for continued success. We will remain focused on strengthening our core divisions, advancing our marketing efforts, expanding our use of technology and AI, and investing in talent acquisition and training. The opportunities ahead are substantial, and I am confident in our collective ability to achieve them.

As we prepare to enter our 110th year of operations, I am extremely honored and humbled to lead this exceptional organization. To our employees, partners, and all key stakeholders, thank you for your contributions, your commitment, and trust.

Wishing you all a bright, successful, and prosperous 2026.

Mount Rainier National Park, Washington

Washington Sailing Marina, Virginia

Strategic Context and Business Direction

Over the past several years, Guest Services has taken a disciplined look at and evaluation of our business portfolio, including select National and State Park operations. These assessments were about the best possible alignment to ensure that each operation fits our long-term strategic focus and where we can deliver the greatest value for our clients, guests, and employees. The outcome has been a sharper concentration on our core competencies: lodging, food and beverage, retail, and recreation. With decades of experience in these disciplines, expanding and refining our presence within state parks has been a natural and strategic progression.

As we head into 2026 and beyond, we are focused on building a balanced, sustainable portfolio grounded in longterm contracts, strong client partnerships, and operational excellence. The recent activity across the Company, including renewals, new awards, and shifts in focus, reflects a strategy centered on quality growth rather than growth for its own sake. Our goal is to operate where we can elevate the guest experience, support our public partners’ missions, and consistently exceed expectations.

Our key priorities include continued portfolio growth within state parks, investment in our people, innovation in guest experience, and disciplined capital deployment. Equally important is our deep respect for the mission of state parks: providing resource-based recreation while preserving, interpreting, and restoring natural and cultural resources. That mission alignment is central to our success and something we take to heart across more than 50 state park sites nationwide.

Innovation & Partnerships

Innovation at Guest Services has truly been a high point over the past couple of years, as we’ve made progress through various partnerships. Collaborations with organizations such as Bar Americano, Catboat, and America250 are not standalone initiatives, but rather strategic relationships that allow us to bring new energy, ideas, and added relevance to our operations. These partnerships have helped us enhance food and beverage concepts, introduce unique recreational experiences, and heighten the prominence of larger national narratives and celebrations.

America250 – (America250.org)

America250 is a nationwide, nonpartisan initiative engaging Americans in celebrating the United States’ 250th anniversary through public-private partnerships, volunteerism, and community-focused events that unite and inspire across the country.

Bar Americano – National Mall Food Service Kiosk

Bar Americano brings an elevated café, pizza, and natural wine experience to the National Mall, transforming a historic kiosk into a vibrant culinary destination that enhances guest engagement and offers enhanced food and beverage offerings.

Catboat – At the Washington Sailing Marina

Catboat Pizza Bar is a seasonal riverside restaurant and bar on the Potomac waterfront that offers pizza, salads, drinks, and a relaxed outdoor setting, creating a unique guest experience with scenic views and casual fare.

Washington-Liberty Crew Team

Columbia Island Marina now serves as the new home for the Washington-Liberty Crew Team, strengthening community engagement while activating park space with youth athletics and expanding the marina’s role as a hub for recreational rowing.

The Potomac Conservancy Kayak Race

Thompson Boat Center joined Potomac Conservancy to co-host the Potomac Paddle Off, a communityoriented kayak race that promotes environmental stewardship, healthy outdoor activity, and participation in the Potomac River’s vibrant paddling culture.

Rather than being confined to a single division or geography, our partnership approach is driven by opportunity. When a partnership complements our brand, supports our clients’ objectives, and enhances the guest experience, we explore how it can scale across the portfolio. This flexibility allows innovation to emerge organically while still supporting our broader strategic goals.

Growth, Revenue & Opportunity

Across the Company, several properties and business units are leading the way in piloting new ideas and identifying emerging revenue streams. These locations often combine strong local leadership with a willingness to test new concepts. This can be reflected in programming, retail offerings, or experiential recreation. Properties like James Creek Marina and others represent significant untapped potential, particularly where we can layer in enhanced amenities, expanded seasonal programming, or cross-marketing opportunities through our Adventures Unbound brand.

Experimentation at the property level is critical. Many of our most successful initiatives began as small initiatives driven by on-site teams who know their guests and communities best. Our role at the corporate level is to create an environment where creative experimentation is encouraged, lessons are shared, and successful ideas can be scaled responsibly across the portfolio.

Looking Ahead

Ultimately, these efforts support Guest Services’ longterm vision: to be a trusted, innovative partner known for delivering exceptional hospitality experiences in unique and meaningful places. Our competitive advantage lies in the combination of expertise, mission alignment, operational excellence, and a growing portfolio, which enables us to cross-market and build lasting guest relationships nationwide. By staying true to our core values and continuing to build on our proven success, we are wellpositioned for sustained growth and impact for many years to come.

PROPERTY SPOTLIGHT

Silver Falls State Park

SUBLIMITY, OREGON

Expanding Our Footprint in the Pacific Northwest

Guest Services proudly expanded its footprint in the Pacific Northwest earlier this year with its first-ever property in Oregon: Silver Falls State Park, the state’s largest and most visited park. Surrounded by towering waterfalls, mossy forest trails, and canyon views, this new operation brought Guest Services’ signature hospitality to one of Oregon’s most iconic natural destinations.

“Silver Falls is one of Guest Services’ newest properties and our first in the state of Oregon,” said Chad Taylor, Director of Operations, Hospitality. “It also just happens to be Oregon’s crown jewel.” With over 1.1 million visitors annually, more than 9,000 acres of forest, over 35 miles of trails, and 10 breathtaking waterfalls, Silver Falls truly lives up to its moniker.

Introducing Our Oregon Debut

From rich history to jaw-dropping scenery, Silver Falls offers an experience unlike any other in Oregon.

• Established July 23, 1933, with the Civilian Conservation Corps–built historic structures like the South Falls Lodge

• Largest state park in Oregon at ~9,000 acres with more than 24 miles of hiking, 14 miles of horse trails, and a 4-mile paved bike path

• Trail of Ten Falls: a 7.2-mile moderate loop dropping 800 ft that features 10 waterfalls, four of which you can walk behind

• South Falls: the iconic 177-ft cascade (Double Falls is the tallest at ~178 ft)

• Wildlife & nature: Douglas firs, vine maple, abundant wildlife, including deer, squirrels, cougars, and black bears

Sunset over South Falls in Silver Falls State Park, Oregon.

Hospitality in the Heart of the Forest

Located just over an hour from Portland, Guest Services now operates South Falls Café, Ten Falls Trading Company, Foothills Ranch, Davidson Ranch, and Smith Creek Village, all catering to day visitors and overnight guests. The lodges and cabins, perched near the falls, provide group accommodations, event space, and full-service commercial kitchens.

South Falls Café: Positioned near the iconic South Falls trailhead, this café offers locally inspired grab-and-go meals, coffee, and refreshments perfect for hikers preparing to explore the Trail of Ten Falls. It’s a central gathering point for visitors to refuel and relax amid scenic views.

Foothills Ranch & Davidson Ranch: These two historic lodges are nestled deeper into the park and designed for group retreats, reunions, and weddings. Each ranch features:

• Approximately 75 bunk-style beds

• A large open gathering hall with a central fireplace

• Commercial-grade kitchens for self-catering or hosted meals

• Scenic surroundings perfect for camp-style programs and rustic celebrations

Smith Creek Village: Formerly closed to the public, this once-private corner of the park is now open and reimagined as a tranquil overnight destination. It includes:

• Eight cabins with 1–3 beds each

Silver Falls represents everything we value… natural beauty, rich history, and the opportunity to create meaningful guest experiences in partnership with the community. Bringing Guest Services’ hospitality to Oregon’s crown jewel is something we’re incredibly proud of.

• Four larger six-room cabins with shared lounge areas and fireplaces

• The Calypso Cabin, a renovated VIP suite often used by wedding parties

• Two duplex cabins ideal for couples or solo travelers

• A soon-to-open Big Leaf Market & Grill, with coffee, snacks, and a casual dining experience for campers and cabin guests

• Direct access to Mackenzie’s Meadow and trailheads connecting to the broader park

Together, these properties offer an integrated hospitality experience in the heart of one of the Pacific Northwest’s most stunning natural destinations.

Recent Additions Now Open

Big Leaf Market & Grill

Earlier this year, Big Leaf Market & Grill officially opened, expanding the food and retail offerings at Smith Creek Village. This highly anticipated addition now serves as a welcoming stop for both hikers and overnight guests. The market features:

• Fresh coffee and espresso beverages

• House-made breakfast items, sandwiches, and snacks

• Selection of locally sourced goods and grab-and-go meals

• Pantry staples, outdoor basics, and travel essentials for cabin guests

Its warm, lodge-inspired interior and convenient location make it an essential hub for fueling up before a hike or relaxing after a day on the trails.

Ten Falls Supply Company

Also newly opened this year, Ten Falls Supply Company enhances the visitor experience with a refreshed and expanded retail offering near South Falls Lodge. The shop celebrates the park’s natural beauty while giving guests a more robust selection of gear and gifts. Visitors will now find:

• Premium outdoor essentials such as hydration packs, trekking poles, and rain gear

• Park-branded apparel and souvenirs inspired by the Trail of Ten Falls

• Sustainable, Oregon-made goods and artisan crafts

Looking Ahead to What’s Next

Exciting developments continue at Silver Falls, including the exploration of new seasonal programming such as birdwatching weekends, winter festivals, and expanded bike rentals. These enhancements will align with Oregon Parks’ long-term vision for the North Gateway area, which includes a new campground, visitor center, and improved parking and guest services.

“This is kind of our tryout in Oregon, and there’s a lot of potential here,” Chad adds, highlighting plans to grow community-centered programming, expand offseason events, and immerse guests in the park’s natural and historical richness.

–ChadTaylor, Director of Operations, Hospitality

• Unique keepsakes celebrating the region’s waterfalls and historic structures

Designed as a modern “mini-outfitter,” Ten Falls Supply Company complements the existing nature store and serves as a perfect stop for guests beginning or ending their hike.

Silver Falls State Park marks an exciting new chapter for Guest Services, blending thoughtful hospitality with one of the Pacific Northwest’s most iconic landscapes. As new amenities, programs, and partnerships take shape, the focus remains on honoring the park’s legacy while creating memorable, immersive experiences for every guest who visits.

Smith Creek Village Cabins

BigLeaf Market & Grill Retail

Ten Falls Supply Co. Brings

Purpose-Driven Retail to Silver Falls State Park

Located beside the South Falls Lodge and Café at Silver Falls State Park, Ten Falls Supply Co. is a carefully designed retail concept that brings purpose, functionality, and storytelling together in a compact footprint. Housed in a historic 450-squarefoot stone building constructed in the 1930s, the shop has already earned recognition for its intentional design and curated merchandise, including being described by SGN Magazine as “the world’s best little hiking store.”

Originally built as a garage and later used as the South Falls Theater, the building now serves as an outfitter for hikers preparing to tackle one of Oregon’s most iconic trails, the Trail of Ten Falls.

A Brand-New Concept Built from the Ground Up

Ten Falls Supply Co. represents a first for Guest Services retail operations. Rather than inheriting an existing store, the team was given the opportunity to design the concept from scratch.

“Typically, when we are activating a new property, we are inheriting an existing retail operation, which can make it challenging to bring the store up to Guest Services standards,” said Mark Johnson, Director of Retail Operations. “Ten Falls Supply Co. was different. We were handed a blank canvas, and the result is our pure vision. All of our operational standards are in play, making this a prototype for our wilderness store aesthetic.”

That approach allowed the team to create a space that feels authentic to its environment, blending vintage hiking shop charm with modern functionality. Some visitors have compared it to a “mini-REI,” an assessment that aligns closely with the store’s mission.

Complementing the Park’s Existing Retail

Ten Falls Supply Co. was intentionally designed to complement, not compete with, the nearby South Falls Nature Store, which is operated by the Friends of Silver Falls State Park. The Nature Store focuses on educational materials and nature-oriented gifts in support of the state park’s mission.

“They have a very clear educational focus,” Mark explained. “We wanted to address product categories that they do not carry, particularly hiking supplies. That includes trail snacks, hydration, trekking poles, first aid kits, and other active gear that visitors need to complete the hike safely.”

This collaborative approach ensures visitors have access to both educational resources and practical essentials while supporting the broader goals of the park.

Inspired by the Trail of Ten Falls

The store’s name is directly tied to its location at the trailhead of the Trail of Ten Falls, a designated National Recreation Trail and a 7.2-mile loop that passes ten waterfalls.

“Many visitors come specifically for the challenge of completing the loop,” Mark said. “We chose the name Ten Falls Supply Co. because we are the outfitter where hikers get what they need to complete that journey.”

Inside the store, guests will find items designed to celebrate the accomplishment, including apparel featuring a bold “7.2” and hats embroidered with “I hiked the Trail of Ten Falls.” These pieces are intentionally positioned as keepsakes that mark the achievement and encourage hikers to return after finishing the trail.

A Small Space Thoughtfully Curated

Despite its modest size, Ten Falls Supply Co. offers a wide selection of active gear and apparel. Roughly 40 percent of vendors are based in Oregon, and 60 percent of products are made in the United States. Imported items are selected with sustainability in mind and often use recycled materials or support environmental initiatives such as 1% for the Planet (learn more at www.OnePercentForThePlanet.org).

One notable example includes waterproof backpacks designed for Silver Falls’ rainy conditions. The bags are made from ocean-recovered plastics, co-branded with the Ten Falls Supply Co. logo, and produced by Got Bag, a Portlandbased company. “We have given each and every product in the store this kind of thoughtful consideration,” Mark said. Local artists also play a major role in shaping the store’s identity. Designs from Portland-based artist Myranda Snyder, originally created for a bandanna, now appear across apparel, magnets, mugs, water bottles, and other items featuring owls and Pacific tree frogs.

A Living Store Supported by a Dedicated Team

While opening the store was a major milestone, Mark emphasized that ongoing care is what drives success.

“Every store is a living thing. It needs constant attention, from maintaining merchandising standards to restocking daily and reordering bestsellers,” he said. “Learning from customers and adjusting as you go is essential.”

He credited the Silver Falls team for continually refining the store and improving it each day.

With its strong sense of place, sustainable focus, and deep connection to the hiking experience, Ten Falls Supply Co. offers more than retail. It provides preparation, inspiration, and a meaningful way for visitors to remember their journey through one of Oregon’s most celebrated landscapes.

ANORTH MIAMI BEACH, FLORIDA —

Experiences that Define Oleta

Oleta River State Park

n Urban Escape in the Heart of North Miami

“Oleta is an oasis in North Miami,” said Area Manager Matt Smith. “While you’re standing in the park, you’re surrounded by high-rise buildings. This park is an escape from the busy South Florida lifestyle. You can go from bumper-to-bumper traffic, turn a corner, and in minutes be paddling through mangroves and spotting wildlife. It’s a true gem.”

For Matt, Oleta River State Park represents something few places in the country can offer: a fully immersive outdoor retreat tucked directly within a major metropolitan area. Unlike many state and national parks that require long drives into remote regions, Oleta invites guests to experience quiet waterways, shaded forest paths, and sweeping bay views all within sight of downtown Miami. As one of Guest Services’ newest properties, Oleta River Adventures unlocks an unprecedented opportunity to elevate recreation, enhance visitor services, and deepen guests’ connection to a rare piece of preserved coastal wilderness.

Guests can explore the park in a variety of ways, from kayak, canoe, and paddleboard rentals to bike routes and walking trails that wind through the park’s iconic mangrove tunnels. Oleta’s waterways offer a front-row experience with manatees, tropical birds, and the peaceful rhythm of tidal ecosystems, making it a favorite among both seasoned paddlers and first-time adventurers.

The park also features moonlight guided paddles, sunset tours, chair and umbrella rentals, and a tranquil sandy beach ideal for swimming or relaxing between activities. Dozens of picnic pavilions are scattered throughout the park, offering shaded respites for family gatherings, group outings, or simply enjoying a quiet moment beside the water.

Visitors looking to recharge can stop by Ol’eata Beach Bistro, which keeps guests fueled with casual bites and refreshments throughout the day. The balance of beachside leisure and adventure-based recreation gives Oleta its unique identity. “It’s one of those places where everyone finds their own rhythm,” Matt explained. “Some come for a workout challenge, others for the calm, but they all leave with a sense of connection to nature.”

Beyond its activities, Oleta also serves as a vital educational space. School groups, scouts, and community programs regularly use the park to learn about coastal ecosystems, conservation, and responsible recreation, further strengthening its role as a community cornerstone.

Oleta’s Future

Exciting plans are already underway for Oleta’s next chapter, as the park continues to evolve into a vibrant recreation hub for locals and visitors alike.

A complete remodel of the Blue Marlin Fish House, which will become the Oleta River Grill, is expected to open in early 2026. The redesign will introduce fresh menu options, expanded outdoor seating, and a welcoming space for guests to gather before or after exploring the park.

The park is also preparing for a renovation of its Outdoor Visitor Center which will include a new food court and upgraded guest amenities. Future plans also feature guided snorkel trips offering guests an up-close look at underwater habitats and the introduction of glamping tents to replace the existing cabins providing a more sustainable, low-impact lodging experience that blends comfort with ecological stewardship.

Additional ideas on the horizon include tour boat rides, pontoon rentals, art festivals, and classic car shows, all designed to strengthen Oleta’s role as a cultural and recreational anchor for North Miami.

“We’re just getting started,” Matt shared. “This park has so much potential to grow while staying true to its identity as Miami’s urban oasis.”

Leadership That Drives Growth

Matt also credited David Snyder, a recent addition to the Oleta team as General Manager, for helping elevate operations during this transformative phase.

“David has vast recreation and boating knowledge, is a licensed captain, and thinks outside the box,” Matt said. “He’s a hard worker and a great team leader, someone who truly has what it takes to take Oleta to the next level.”

With dedicated leadership, creative programming, and ongoing investment, Oleta River Adventures is poised to become one of South Florida’s most dynamic outdoor destinations, a place where adventure, community, and conservation meet just beyond the city skyline.

Dr. Von D. Mizell-Eula Johnson State Park

NORTH MIAMI BEACH, FLORIDA

Located in Dania Beach, just south of Fort Lauderdale, Dr. Von D. Mizell–Eula Johnson State Park (referred to as Dania Beach Adventures) is more than a coastal escape; it’s a living tribute to cultural resilience and natural preservation. Spanning over 300 acres, the park offers one of South Florida’s last undeveloped coastal ecosystems, making it a haven for wildlife, water recreation, and reflection.

Originally founded as a segregated beach, the park was renamed in honor of civil rights leaders Dr. Von Mizell and Eula Johnson, who led the fight for public beach access for Black residents in the 1950s and 60s. Today, the park stands as a symbol of progress, inclusion, and community pride.

New Event Coordinator Tiamara Hong is feeling optimistic about what’s ahead. “Excited is an understatement… overjoyed and optimistic is more like it,” she shared. With plans for new rewards programs, expanded community events, full-service weddings, and online restaurant ordering, she sees a future full of momentum and possibility at Mizell. “We want to be the place people think of first when they’re planning something special or just looking for a relaxing day by the water.”

Why Mizell Stands Out

• Two and a half miles of uncrowded coastline: complete with beach chairs, shells to hunt for, and even seasonal Jacquemontia flowers along the shore

• Whiskey Creek’s hidden sanctuary: this calm, mangrove-lined waterway supports manatee sightings and paddle adventures away from the busy Intracoastal

• Snorkel-ready reef access: drift into one of three offshore “Erojacks” reefs straight from the beach (no boat needed) and spot colorful marine life

• Whiskey Creek Hideout perks: rent kayaks, paddleboards, beach chairs, and even beach wheelchairs; grab a bite with online ordering from the concessionaire

• Event-ready infrastructure: seven covered pavilions, a boat ramp, picnic grills, and an environmental education center make it ideal for weddings, gatherings, or outdoor classes

The park also has excellent birdwatching along the Great Florida Birding Trail, paved biking on the 2.5-mile scenic drive, and beachside nighttime turtle walks.

With Guest Services at the helm, a wave of purposeful enhancements and community-driven programming are on the horizon. Planned initiatives include:

• Affordable, full-service wedding packages that make Mizell a go-to venue for couples seeking a scenic and stress-free celebration by the water

• Expanded cultural and recreational programming, including new community events, family-friendly beach days, and guided night tours through Whiskey Creek

• Local loyalty perks, such as discounted equipment rentals and special offers for Broward and MiamiDade residents

• Pop-up food and wellness events at the pavilions and Hideout Restaurant to highlight local vendors and engage returning guests

• Digital upgrades, including online ordering at The Hideout and improved access to rental bookings and event info via mobile

• Environmental education experiences, from reeffocused snorkel tours to nature walks celebrating the park’s biodiversity and history

These efforts are designed to deepen Mizell’s ties with the surrounding community while inviting more visitors to experience the park’s unique blend of relaxation, recreation, and cultural significance.

“This park has so much potential, and we’re already making great progress,” says Area Manager Matt Smith. “Our focus is on building strong connections with the community, improving the guest experience, and making sure our team has the tools and support they need to deliver something special here every day.”

“Integrating Dr. Von D. Mizell–Eula Johnson State Park into the Guest Services portfolio is significant,” says Laura Sherman, Vice President of Hospitality. “It reflects our commitment to honoring cultural heritage while elevating guest experiences. We’re focused on delivering thoughtful programming, community-driven events, and enhanced amenities that both celebrate the park’s legacy and create memorable moments for every visitor.”

Where Legacy and Leisure Meet

With its rich civil rights history, oceanfront access, and renewed commitment to community-centered recreation, Mizell is poised to become a standout destination in the Guest Services portfolio. Whether you’re watching a sunset, launching a kayak, or attending your dream wedding, a visit to Mizell offers exceptional connections.

Condominium Division Shines in ‘25

Welcoming The Whitehall of Naples and the Robert Rauschenberg Foundation to Our Luxury Portfolio

Guest Services’ Condominium and Property Management Division continues its strategic growth under the leadership of Vice President of Condominium and Property Management Joana Vasilescu. Following an outstanding year of expansion in 2024, the division has added two prestigious properties that reflect luxury and legacy: The Whitehall of Naples and the Robert Rauschenberg Foundation. These new additions mark a step forward in strengthening Guest Services’ presence across Florida’s high-end residential and cultural sectors.

“Together, The Whitehall and the Rauschenberg Foundation represent both luxury and cultural significance within our Condo Division, expanding our portfolio into properties that blend exclusivity, creativity, and community impact,” says Joana.

Introducing the New Additions

The Whitehall of Naples

Located in the highly sought-after Coquina Sands neighborhood, The Whitehall Condominiums is an intimate beachfront community consisting of only 16 exclusive residences. Each spacious home, averaging around 3,000 square feet, offers direct Gulf of Mexico views, private beach access, and luxurious amenities such as under-building parking, a heated pool and cabana area, and a beautifully renovated lobby. With highly valued units, The Whitehall represents the pinnacle of boutique coastal living in Naples. Its premier location and discerning ownership make it a natural fit within Guest Services’ growing portfolio of luxury properties.

The Robert Rauschenberg Foundation

The Robert Rauschenberg Foundation brings an entirely new dimension to the division’s portfolio. Established to preserve and advance the legacy of world-renowned artist Robert Rauschenberg, the Foundation is headquartered in New York City but rooted in Captiva Island, where Rauschenberg lived and worked for nearly 40 years. His expansive 22-acre compound, featuring 12 historic and contemporary structures, now hosts the internationally recognized Rauschenberg Residency, a program that welcomes artists from around the world to live, create, and collaborate in an environment shaped by art and nature.

The Captiva property embodies creativity and community, a unique operational challenge, and a statement of Guest Services’ versatility. “The Rauschenberg Foundation allows us to support a space where creativity, collaboration, and purpose come together, showcasing the adaptability and excellence that define Guest Services,” says Joana.

Aligning with Our Vision for Growth

“These new contracts align perfectly with our strategic goal of expanding and strengthening Guest Services’ presence in Florida’s luxury market,” Joana explains. “The addition of The Whitehall of Naples reinforces our expertise in managing boutique, service-driven communities that prioritize exclusivity and exceptional resident experiences. Meanwhile, our partnership with the Robert Rauschenberg Foundation broadens our reach into the arts and nonprofit arena, reflecting our versatility and ability to support diverse operational environments.”

What Sets Our Team Apart

Behind each new partnership is a team whose approach is defined by precision, care, and collaboration. “These partnerships highlight what truly sets our team apart: our personalized, hands-on approach, strong service culture, and ability to adapt to each client’s unique needs,” Joana notes. “Our reputation for operational excellence, attention to detail, and collaborative mindset made Guest Services the natural choice for both The Whitehall of Naples and the Rauschenberg Foundation.”

The Condominium Division in 2026

As the division continues to grow, Joana remains focused on strengthening relationships with both new and long-standing clients. “I’m looking forward to building strong relationships with both ownership groups and discovering the unique character each property brings to our portfolio,” she says. “At The Whitehall of Naples, we’ll have the opportunity to elevate the resident experience within a highly exclusive, service-driven community, while the Rauschenberg Foundation allows us to help preserve an inspiring legacy through exceptional property management.”

In addition to these two new partnerships, the division also successfully renewed seven existing contracts this year, an achievement that speaks to the continued trust and satisfaction of their clients.

Congratulations to Joana and the entire Condominium and Property Management Team for another year of remarkable growth and innovation.

Rauschenberg Residency, Captiva Florida

The Whitehall Condominium, Florida

Aerial View of Naples’ Waterfront Shoreline, Florida

Long-Lasting Partnership Renewals

Guest Services is proud to announce the renewal of three significant contracts that reaffirm the Company’s reputation for exceptional service, strong partnerships, and responsible stewardship across a diverse range of properties. From the Colorado River to the North Cascades to one of the East Coast’s premier law offices, these recent awards reflect the continued confidence placed in Guest Services’ hospitality leadership and operational excellence.

Willow Beach Marina & Campground

Guest Services has once again earned the trust of the National Park Service, officially securing a 10-year renewal of its contract to operate Willow Beach Marina and Campground, on Lake Mohave within the Lake Mead National Recreation Area.

The renewed agreement, awarded through a competitive process, entrusts Guest Services with the ongoing operation of Willow Beach’s marina, general store and café, RV lot, campground, and day-use areas, core services that support tens of thousands of visitors annually.

“Being chosen to continue our operations at Willow Beach is a proud moment for our entire team,” said Chad Taylor, Director of Operations, Hospitality. “It reflects the strength of our partnerships, the dedication of our on-site teams, and the consistently high level of service we’ve brought to the property for years.”

With more than a decade of successful stewardship since 2012, Guest Services will continue enhancing visitor experiences while supporting the National Park Service’s long-term goals for environmental care and high-quality recreation access.

The North Cascades Lodge at Stehekin

Located deep within North Cascades National Park, Stehekin is known for its serenity, its remoteness, and its ability to make time feel slower. Guest Services is honored to have been awarded the renewal of its contract to manage lodging, dining, retail, recreation, and visitor services in this extraordinary and unique location.

“Stehekin is one of America’s best-kept secrets, and it is an honor to be awarded this contract,” shared Brandy Frederich, Vice President, Hospitality. “We are committed to enhancing the guest experience and stewarding this extraordinary property over the coming years.”

Guest Services’ operation includes historic cabins, a restaurant, a gift shop, kayak rentals, two campgrounds, and 19 buildings maintained in partnership with the National Park Service. The Company also plays a vital role in supporting the local community, collaborating with businesses, contributing to the regional economy, and welcoming visitors to a place where tranquility isn’t just found, it’s felt.

“In Stehekin, part of the magic is the journey itself,” Brandy added. “The destination simply completes the experience.”

Hogan Lovells and Nearly Four Decades of Trusted Hospitality

Guest Services is also proud to continue its long-standing partnership with Hogan Lovells, serving as the hospitality management provider for the firm’s East Coast offices, from Miami to Boston, with Washington, D.C. as its US home office.

This relationship, which began in 1987, reflects almost forty years of trusted collaboration. In the D.C. office, Guest Services oversees the conference center, full inhouse catering operations, the on-site café, and a specialty lounge offering custom coffee beverages, high tea service, and rotating seasonal menus.

Beyond the flagship location, Guest Services supports all 14 U.S. Hogan Lovells offices, helping shape the firm’s national hospitality and service standards. Guest Services’ culinary influence even extends globally, with company chefs consulting on menu development for the office of the CEO.

“Our partnership thrives because it’s built on shared expectations of excellence,” said Jenna Cohen, General Manager. “With a team of 67 dedicated employees, some serving the firm for over 30 years, we’re proud to deliver a hospitality experience that feels truly five-star.”

Continuing a Tradition of Excellence

These three contract renewals reflect Guest Services’ continued commitment to delivering exceptional hospitality, whether in remote wilderness, vibrant recreation destinations, or world-class corporate environments. Each partnership represents trust earned, responsibility upheld, and a future filled with opportunity.

We look forward to the next decade of growth, service, and innovation across Willow Beach, Stehekin, Hogan Lovells, and beyond.

Hogan Lovells, Washington, D.C.

Willow Beach Marina & Campground, Arizona North Cascades Lodge at Stehekin, Washington

Modern Budgeting with Workday Adaptive Planning

Guest Services has reached an important milestone in its Workday journey with the successful launch of Workday Adaptive Planning (“Adaptive”), the Company’s new cloud-based budgeting and forecasting module. Introduced in October 2025, Adaptive represents a significant step forward in modernizing how financial data is created, reviewed, and managed across the organization.

For the first time, budgeting activities no longer rely on disconnected Excel templates or manual uploads. Instead, data is entered directly into Adaptive, where budgets update in real time and leadership teams can collaborate seamlessly throughout the process. The shift to this unified platform enhances efficiency, strengthens accountability, and supports more informed decision making across all levels of the Company.

What Adaptive Means for Guest Services

Adaptive replaces legacy spreadsheet-driven workflows with a streamlined, centralized budgeting experience. Cost center managers, division leaders, and vice presidents, who will be the primary users of the system, now have a faster, more transparent tool for building and reviewing their annual budgets.

Key improvements include:

• Real-Time Budget Visibility: Instantly view full budget data as updates are made, allowing teams to monitor changes and track progress without waiting for consolidated files.

• Centralized Workflow: Budgets are built, reviewed, and approved directly within Adaptive, eliminating separate templates, formula adjustments, and manual ERP uploads.

• Collaborative Planning: Adaptive facilitates clearer communication across cost centers, divisions, and finance teams, ensuring alignment throughout the budget cycle.

Workday Support and Assistance

For technical or training questions, please contact: workday@guestservices.com

• Streamlined Forecasting: Adjustments to personnel and operating budgets can be made quickly and consistently, reducing administrative effort and improving accuracy.

All of the 2026 budgets will be completed entirely within Adaptive, marking the beginning of a fully integrated budgeting future for the Company.

Adaptive Planning Frequently Asked Questions

How Does Adaptive Change the Way We Work? With Adaptive live, budgeting becomes a continuous, system-based activity rather than a manual, file-heavy process. Users can make updates, view summaries, and collaborate in real time, helping ensure budget development is consistent across all departments.

How Do I Access Adaptive?

Adaptive can be accessed online at: https://login.adaptiveinsights.com/app

Where Can I Find Training Resources?

A full library of training materials, step-by-step guides, and short video tutorials is available at: https://gsiemployees.com/workday-adaptive

Additional Workday Enhancements

Alongside the Adaptive rollout, several improvements have been introduced across the broader Workday platform to support operations and enhance everyday efficiency.

• New Reporting Tools for End Users: Multiple new reports are now available to help teams better understand what’s driving their operating statements. A full list of reports can be found at: https://gsiemployees.com/workday-reporting

• Improvements to AP & Invoice Processing: Workday has simplified invoice submission by eliminating the need for coversheets for certain vendors, provided invoices are submitted under the correct cost center.

• Enhanced Login Security: SMS verification has been added as a new authentication option, improving login security alongside existing email and authenticator methods.

• Centralized Company Forms & Documents: Policies and forms previously housed on the internal Guest Services Intranet are now accessible directly within Workday under Company Forms & Documents, allowing users to find and use essential materials more easily.

Culinary Forum Growth and Initiatives

The Culinary Forum continued to gain momentum throughout 2025, strengthening its role as a central hub for collaboration, innovation, and professional development across Guest Services’ culinary teams. With steady growth in both the website community and monthly conference calls, the program has evolved into a dynamic two-part platform that inspires creativity, enhances operational knowledge, and drives consistent excellence across all units.

Monthly Collaboration

Attendance for the monthly culinary conference calls continued to rise month after month, reflecting the value chefs and managers place on these engaging sessions. Delivered in a dynamic, presentation-based format, each meeting covers a thoughtful mix of educational and inspirational content. Regular segments include:

• Unit spotlights

• Food safety updates

• Cost management strategies

• Healthy Balance initiatives

• Limited Time Offers (LTOs)

• Sales-driving promotions

• Guest chef presentations

Every session is designed to spark ideas, deepen operational knowledge, and help teams improve quality, efficiency, and sales performance throughout the Company.

Website Growth

The Culinary Forum website also experienced steady growth in membership and participation over the past year. Chefs increasingly use the news feed to share recipes, food cost tips, innovative programs from their units, successful promotions, catering highlights, and other valuable content that showcases their creativity and passion.

The website’s resource library expanded significantly throughout the year. Enhancements included:

• Migration of the Food Safety section from the old Intranet

• Expanded sections for food cost tools and chef tools

• A new dedicated area for plant-based culinary ideas

• An enriched catering gallery and additional culinary resources to inspire menu development and problemsolving

These improvements offer chefs practical solutions and creative inspiration in one centralized location.

What to Expect In 2026

The Culinary Forum will continue its upward trajectory into 2026, with plans to expand attendance for monthly calls and further develop the website. A key enhancement will be the integration of the Culinary Forum website with the ‘Guest Services Food Safety Program: Building and Sustaining a Strong Food Safety Culture’, creating a single destination for innovation and safe practices.

Healthy Balance Initiatives

The Healthy Balance program will grow significantly in the coming year through monthly promotions centered on nutritious foods, healthy eating habits, and Guest Services’ culinary philosophy. These initiatives will reinforce the core message that FOOD IS POWER, helping guests make more informed choices and highlighting the role of nutrient-dense ingredients. Each month will spotlight a theme featuring:

• Lean proteins

• Cruciferous vegetables

• Beans

• Mushrooms

• Berries

• Root vegetables

• Other nutrient-rich food groups

To support business units, the program will provide educational materials, signage, logos, and promotional assets to help communicate Healthy Balance themes clearly and effectively.

Continuing the Culinary Forum’s Mission

With growing participation, enriched resources, and expanded wellness initiatives, the Culinary Forum is poised for another year of meaningful progress. These efforts empower chefs across the Company to deliver exceptional food experiences, strengthen operational performance, and continue elevating the culinary identity of Guest Services.

The Culinary Forum was very excited to share the results of the 2025 Culinary Recipe Contest, featuring pineapple as the theme ingredient. After much delicious deliberation, the team was pleased to announce Chef Chanica Massey of Hogan Lovells in Washington, D.C., as the 2025 contest winner!

Chef Massey impressed the Forum with her creative dessert entry — a duo of mini charred pineapple cheesecake and spiced pineapple bundt cake — which perfectly highlighted the versatility and vibrant flavor of pineapple. Congratulations, Chef Massey, on your well-deserved win! And thank you to everyone who participated and helped make the contest such a fun and flavorful success.

The 2025 Culinary Recipe Contest Winner!

Corporate Marketing Introduces Workamajig to Improve Workflow & Accountability

The Corporate Marketing team has officially transitioned to Workamajig, the department’s new workflow and project management system designed to bring greater structure, transparency, and accountability to how marketing work is requested, executed, and delivered across the Company. The shift from Teamwork to Workamajig is already creating meaningful improvements in how tasks are organized, information is shared, and priorities are managed.

“We moved from Teamwork to Workamajig to create more clarity and accountability for both our internal clients and the corporate marketing team,” said Kat Summers, Director of Digital Marketing. “Teamwork helped us get started, but it did not give us the structure, reporting tools, and the workflow consistency we needed as our workload grew.” Kat emphasized that Workamajig directly supports the department’s long-term goals. “Workamajig aligns with our broader goals by helping us manage requests in a more transparent way, track work from start to finish, and ensure that everyone understands priorities, timelines, and deliverables. It is helping us modernize how we plan, execute, and measure marketing support across all properties so we can be more strategic and efficient instead of reactive.”

A More Transparent and Accountable Workflow

For Creative Director Dave Schall, the new system introduces a level of structure that benefits both marketing and the clients they support. “We built in an approval process so that when someone orders something, there’s accountability,” Dave explained. “Vice Presidents can see it. The people making decisions that are tied to budgets are aware of those projects being ordered.”

One of the most immediate improvements is real-time visibility. “Decision makers are able to go in and see their tickets without having to wait on status updates from the marketing team. They have their own login,” Dave shared. Workamajig is also improving the quality and clarity of project requests, reducing confusion and overly broad submissions. “We’re seeing more organized project intake

and a much clearer understanding of priorities,” said Kat. “Teams are providing more complete information up front, which helps them think beyond a single deliverable and consider the full range of tools available. That clarity reduces back-and-forth communication, streamlines workflows, and ultimately speeds up turnaround.”

Clients now have real-time insight into where a project stands. “There is better visibility on timelines as clients can track progress in real time,” Kat said. “This helps set realistic expectations and allows both sides to stay accountable. Internally, we are gaining insight into capacity and workload so we can plan smarter and deliver support more consistently.”

Building Stronger Partnerships Through Data & Insight

“Next year we’re looking at more reporting and more accountability, both on the client side and on our team,” Dave said. “We’re looking at trackable hours so we can articulate to clients how much time is needed and what turnaround times look like.”

The team is also developing new tools to help units evaluate and refine their marketing efforts. “We’re developing a ‘postfollow-up,’” Dave shared. “Say Halloween is over, or Trunkor-Treating is done, we’re following up with a questionnaire where units can say what the successes were. How do we build on things? How do we customize the marketing campaign for next year or the next event? Do you need more emails or do you need more budget?”

These enhancements support stronger collaboration between Marketing, GMs, and VPs. “It’s about building relationships with general managers and the marketing team, as well as with the Vice Presidents,” Dave said. “It’s helping reduce miscommunication.” This also sets the foundation for deeper integration with annual Marketing Plans.

A Modern System for a Modern Marketing Team

The transition to Workamajig marks an important evolution for Corporate Marketing, one that strengthens communication, enhances accountability, and helps ensure that teams across the Company receive timely, strategic, and well-executed support.

Advancing Environmental Stewardship Through Measurable Action

uest Services continues to advance sustainability across its portfolio through intentional, datadriven initiatives that reduce waste, conserve resources, lower emissions, and engage both guests and communities. In 2025, these efforts scaled across parks, marinas, retail operations, and corporate functions, demonstrating that environmental stewardship and operational excellence go hand in hand.

Sustainability

in Practice at Mount Rainier

At Mount Rainier National Park, Rainier Guest Services delivered one of the Company’s most comprehensive sustainability performances in 2025, with measurable results across waste diversion, recycling, energy efficiency, and resource conservation.

During the year, more than 144,310 pounds of commingled recycling were diverted from landfills. Additional material-specific recycling included 472 gallons of used cooking oil converted into biodiesel, 135 pounds of ink cartridges, 210 pounds of batteries, and 180 pounds of fluorescent light bulbs recycled responsibly.

Beyond recycling, Rainier Guest Services repurposed 400 pounds of used soft goods and donated 2,100 pounds of usable items, contributing to a total waste diversion rate of over 34% in 2025. Hydration stations located throughout the park helped eliminate an estimated 286,600 single-use plastic water bottles, significantly reducing plastic waste in a high-traffic natural environment

Long-term infrastructure investments have supported energy and emissions reductions. The complete conversion of Rainier Guest Services’ vehicle fleet to propane-powered vehicles, finalized in 2019, continues to deliver benefits, reducing emissions by approximately 20,500 pounds of CO₂ annually. Propane vehicles burn cleaner than gasoline or diesel, supporting air quality goals within the park.

Guest room energy management systems, installed for electric heat and lighting, further reduce energy consumption by keeping systems on scheduled cycles and automatically turning off lights when rooms are unoccupied. Guest-facing conservation initiatives, including towel and linen reuse programs and reusable retail bags featuring conservation messaging, reinforce shared responsibility between operations and visitors.

Retail Sustainability and Responsible Sourcing

Across retail operations, Guest Services continues to prioritize sustainable sourcing, local partnerships, and waste reduction. At Silver Falls State Park, Guest Services’ first property in Oregon, the retail department achieved a milestone in 2025 with 60% of products sourced locally or made in the USA. Of the remaining imported items, the majority are sustainably produced, support environmental initiatives, or are affiliated with programs such as 1% for the Planet. Overall, 90% of the product mix is sustainable and/or locally sourced.

This location, along with others across the portfolio, transitioned to bagless retail in 2025, eliminating singleuse retail bags entirely and further reducing plastic waste at the point of sale.

At Willow Beach Marina and Campground, retail sustainability efforts resulted in an 80% reduction in single-use plastic bottles. The store transitioned the majority of beverages, including water, from plastic bottles to aluminum cans, a packaging shift that improves recyclability and supports a more circular waste stream.

Better Infrastructure, Cleaner Water

Guest Services’ marinas continue to play a critical role in protecting waterways through both operational changes and infrastructure investments. An environmental analysis of the James Creek Marina fuel dock demonstrated the tangible benefits of localized fueling access along the Anacostia and Potomac Rivers. By reducing unnecessary travel to distant fuel stations, the James Creek fuel dock saves an estimated 3,500 gallons of gasoline annually, preventing approximately 31.4 metric tons of CO₂ emissions. This reduction is equivalent to the carbon sequestered by 37 acres of U.S. forest in one year, or the energy required to

charge more than 2 million smartphones. The analysis highlights how operational efficiency can directly translate into environmental gains.

Community Cleanups and Environmental Engagement

In 2025, Guest Services expanded its commitment to hands-on environmental stewardship through regular community cleanups and public engagement initiatives. Teams hosted an Earth Day Clean-Up at The Wharf Boathouse and conducted weekly cleanups every Friday throughout the summer at Ballpark Boathouse, removing debris from high-traffic waterfront areas and reinforcing a culture of shared responsibility.

Guest Services also supported water-focused programming and events on the Potomac River, encouraging public participation in outdoor recreation as a pathway to environmental awareness. As CEO Nico Foris has noted, once people get out on the water, “there’s a vested interest” in keeping rivers healthy, an approach that connects experience with conservation.

State and National Park Packaging Reductions

In Florida, Guest Services achieved a major sustainability milestone in 2025 with the complete elimination of singleuse plastic water bottles across all state and national park units. Initiated as a challenge in February 2025 and completed by May, the transition represents one of the Company’s most comprehensive packaging changes to date. At Flamingo in Everglades National Park, Guest Services is also advancing sustainability through ongoing efforts toward Green Hotel certifications, aligning lodging operations with recognized environmental standards.

Companywide Operational Sustainability

Sustainability improvements in 2025 extended beyond guest-facing operations into corporate infrastructure. The Payroll Department successfully transitioned all remaining employees receiving physical paychecks to employee pay debit cards, eliminating weekly next-day air shipments to units across the country. While paper savings alone are modest, the reduction in air shipping significantly lowered transportation-related emissions tied to payroll distribution.

From Mount Rainier’s extensive waste diversion and energy efficiency programs to packaging reductions, cleaner waterways, and operational efficiencies across the Company, Guest Services’ sustainability strategy is defined by measurable outcomes. Each initiative reflects a broader commitment to protecting natural resources while delivering exceptional experiences for guests and communities alike.

The Wharf Boathouse, Washington, D.C.

—

CORPORATE INITIATIVES —

Strengthening Connection and Community

OurPeople Continues Its Mission

The OurPeople program continued to grow in impact and visibility throughout 2025, reinforcing Guest Services’ commitment to fostering an inclusive, engaged, and empowered workplace culture. Through active Employee Resource Groups (ERGs), meaningful celebrations, leadership collaboration, and year-round programming, OurPeople served as a unifying force across departments, properties, and communities.

OurPeople Council: Four Years of Collaboration

The OurPeople Council met quarterly throughout the year, offering senior leaders and ERG representatives an open, collaborative forum to discuss business updates and organizational priorities. Now in its fourth year, the council continues to be an important venue for dialogue, shared understanding, and collective problem-solving. The group’s ongoing work plays a key role in strengthening communication and ensuring that diverse perspectives shape company initiatives.

Celebrating Our ERGs and Their 2025 Events

Each ERG brought creativity, connection, and cultural enrichment to the Company through signature events and celebrations.

WIN ERG – International Women’s Day

The WIN ERG celebrated International Women’s Day with a hybrid in-person and virtual meeting held at headquarters. The event marked WIN’s third anniversary, originally launched on International Women’s Day in 2022. Members gathered in the lobby for a group photo featuring this year’s global theme gesture, “Accelerate Action,” followed by a celebratory reception and cake in the cafeteria.

BELIEVE ERG – Juneteenth Celebration

The BELIEVE ERG hosted its fourth annual Juneteenth Celebration at Columbia Island Marina. The culinary team prepared a festive menu, and the event featured a lively “Boots on the Ground” line dance with lessons for those joining in for the first time. Participants also enjoyed Juneteenth trivia, with winners receiving books that highlight Black literature and storytelling.

Kaleidoscope ERG – Pride Month

Kaleidoscope marked Pride Month with a “Kayaking with Kaleidoscope” event at Key Bridge Boathouse. Participants enjoyed a guided kayak tour of the D.C. monuments paired with a thoughtful history lesson on LGBTQ+ heritage and the community’s contributions to the region.

HOLA ERG – Hispanic Heritage Month

HOLA celebrated Hispanic Heritage Month by sharing stories of Hispanic culture, the history behind the month’s observance, and profiles of notable Hispanic U.S. military heroes. The ERG also decorated the headquarters lobby with vibrant displays and served traditional flan to employees attending the Food Show.

Connection is built when people feel seen, heard, and valued. Our work through OurPeople and our ERGs is about creating spaces where every team member can show up fully and feel a true sense of belonging.

“ ”

–LaJuana Warren, Director of OurPeople

OurPeople Speaker Series: A Year of Insight and Inspiration

In 2025, the OurPeople program hosted several guest speakers who offered meaningful perspectives on leadership, identity, and inclusion:

• Myla Deloatch – A Lesson On Emotional Intelligence And Deploying Its Skill Set

• Stephanie Klein – Imposter Syndrome; Author of Shining Through Disruption

• Earl Hunter (Black Folks Camp Too) – Creating equitable access to the outdoors and making parks more welcoming to people of color

• Queer Travel Consultancy (Matt Kirouac & Nathan Lane) – Inclusive destination marketing and authentic LGBTQ+ travel storytelling

These speakers provided thoughtful insights that continue to shape how Guest Services approaches leadership culture, guest engagement, and inclusion across all properties.

Continuing Our Commitment

With growing ERG participation, new educational resources, and the continued leadership of the OurPeople Council, 2025 served as a defining year for strengthening belonging across the Company. As the program continues to evolve, Guest Services remains committed to creating an environment where every employee feels seen, supported, and empowered to contribute to our shared success.

Celebrating Key Promotions Across the Company

The New Faces in Our Leadership

Guest Services is proud to recognize a series of significant leadership promotions across multiple divisions, reflecting the Company’s commitment to developing internal talent and strengthening our foundation for future growth. These newly elevated leaders bring deep experience, proven dedication, and a shared passion for delivering exceptional service across every corner of our organization. Their contributions will continue to guide our teams, support our partners, and enhance the guest experience company-wide as we move confidently into the next chapter of growth and innovation.

Chris Bloyer — Vice President, Operations

With a long history of operational excellence, Chris has consistently demonstrated a results-driven approach and an unwavering focus on service quality, employee development, and operational performance.

Brandy Frederich — Vice President, Hospitality Brandy brings years of operational expertise and a strong commitment to guest experience, team engagement, and strategic growth. Her leadership has been instrumental in shaping hospitality programs and driving innovation across multiple properties.

Joana Vasilescu — Vice President, Condominium & Property Management

Joana’s leadership in property management has elevated standards across the division. Her strategic mindset, problem-solving abilities, and strong client partnerships continue to strengthen Guest Services’ presence in this sector.

These three leaders will play an essential role in advancing organizational priorities and shaping the Company’s course in the years ahead.

Recent Promotions Across Our Hospitality and Property Management Divisions

Several rising leaders in the Operations, Hospitality Services and Condominium & Property Management divisions have also been recognized for their outstanding contributions and continued impact:

• Paulette Lassiter — Director of Operations

• Gabi Muskett — Director of Operations

• CJ Brenner — Director of Operations

• Victoria Decker — Senior Director of Operations

• Jeremy Briggs — Director of Operations, Hospitality

• Michael Schmidt — Area Manager, Hospitality

• Jill Hamilton — Regional Business Analyst

• Heather Roberts — Managing Director, The Marbella These leaders bring a wealth of experience in operational oversight, team management, and strategic planning. Their expertise continues to support major properties and expand the Company’s capacity to deliver high-quality services across diverse operations.

Stronger Through Empowered Leadership

The promotions celebrated this year reinforce Guest Services’ belief in cultivating talent from within and equipping leaders with the support and opportunities needed to thrive. With new Vice Presidents, Directors, Area Managers, and senior operational leaders stepping into expanded roles, the Company is well-positioned to continue driving innovation, strengthening partnerships, and elevating experiences for guests and clients nationwide.

Guest Services congratulates each of these outstanding individuals on their achievements and looks forward to the leadership, vision, and dedication they will bring into the Company’s next chapter.

Honoring Rick Wayland and Rod Taylor on Their Retirement

Guest Services is proud to honor the remarkable careers of two outstanding leaders, Rick Wayland and Rod Taylor, as they step into well-earned retirements after years of dedicated service and significant impact on the Company’s success. Please join us in celebrating their remarkable careers and wishing them every happiness in the years ahead.

Rick Wayland, Vice President

After nearly two decades with Guest Services, Rick Wayland retired from his role as Vice President of Contract Food Services and Operations in 2025, leaving behind a legacy defined by operational excellence, team development, and deep relationships built across the organization and with external partners.

Rick joined Guest Services in 2008 as Director of D.C. Metro Recreation and Dining Services and quickly rose through the ranks—becoming Assistant Vice President in 2010 and Vice President in 2011. Over the course of his career, he leveraged 28 years of hospitality experience across business dining, government and military dining, school dining, retail operations, and vending to strengthen the Contract Food Services division and elevate its performance.

His leadership was characterized by a people-first approach, mentoring countless team members and setting a standard of professionalism and care that has shaped the division’s culture and success. As Rick steps into his next chapter, he leaves behind a strong foundation and a lasting influence on the many colleagues he inspired and supported.

We extend heartfelt gratitude to Rick for his years of service and wish him joy and fulfillment as he embraces retirement, enjoying time with his family and pursuing his passions.

Rod Taylor, Vice President

Guest Services also proudly celebrates the retirement of Rod Taylor, Vice President of Operations, whose strategic leadership played a pivotal role in shaping the Company’s operational success, particularly within the National Park Service portfolio.

Rod’s tenure was marked by thoughtful mentorship, strong team building, and a steady commitment to excellence. Throughout his time with Guest Services, he oversaw many of the Company’s National Park Service contracts— including key sites within the Lake Mead National Recreation Area—and was instrumental in securing longterm contract renewals that have ensured stability and continuity for our teams and partners.

Highly respected for his integrity, professionalism, and deep industry knowledge, Rod has been a mentor to many and a guiding force within the organization. While he officially retired at the end of September 2025, we are pleased that he will continue to support special project work at Lake Mead sites in the coming year.

We offer our sincere congratulations to Rod as he transitions to this next chapter, enjoying more time with his wife, Julie, and indulging in hobbies such as restoring hot rods, boating, and cheering on his favorite teams.

Employee Perks and Discounts

At Guest Services, all team members and their families can enjoy the country’s most iconic destinations and experience what makes this organization so unique.

Our partnership with the National Park Service and state parks enables employees to enjoy the natural splendor of the magnificent Mount Rainier, the gorgeous coastal cliffs and redwood forests of Big Sur, the unique swamps and marshes of the Everglades, and so much more.

Your lodging is a fraction of the normal guest price. And during your stay, you have access to up to 50% discounted bikes, paddleboards, kayaks, canoes, small boats, boat tours, and an abundance of other recreation services that make your journey even more exceptional.

The appetite you work up after your otherworldly adventure will be met by yet another massive discount at any of our restaurants and dining services. Our executive chef’s exquisite cuisine is locally beloved and often features many of the area’s fan favorites, like fried shrimp at The Lodge at Wakulla in Florida, further engulfing you in the uniquely captivating experience.

“Guest Services is thrilled to offer an incredible array of discounts on retail, food & beverage, and recreation at our properties! Whether you’re boating in the heart of Washington, D.C. or embarking on an adventure in one of Florida’s stunning state parks, there’s excitement waiting for everyone. We encourage our team members to dive in and take full advantage of these amazing opportunities through our discount program” said Jennifer Betancourt, Senior Director of Human Resources.

Proof of Employment & How to Redeem

To take advantage of our Employee Discount program, you will need to present proof of employment with Guest Services. Proof of your employment can easily be accessed through Workday. Go to https://gsiemployees.com/discounts to learn more.

For assistance, you can reach out to our Human Resources team at benefits@guestservices.com.

To inquire about rates and availability, please send all inquiries to employee.rate@guestservices.com along with the following: dates of travel, the property name you want to visit, and the type of accommodation you’re looking for.

Exclusive Service Discounts

Your work-life balance and general well-being are as important to us as the work you contribute. That’s why we’re excited to offer you a savings marketplace, your one-stop shop for exclusive and convenient savings on the products, services, and experiences you know and love. There is no cost to team members, and it’s easy to enroll. Just sign on to https://guestservicesinc.savings.workingadvantage.com and begin saving today on items.

Team members are encouraged to monitor their inbox for The Insider, Guest Services’ monthly internal newsletter highlighting employee perks, exclusive discounts, benefits, new properties, as they are added to our portfolio, and much more. Each edition offers timely updates, spotlights, and opportunities to take full advantage of everything Guest Services has to offer. If you are not currently receiving The Insider, please email quinn.pochekailo@guestservices.com to be added to the distribution list and stay connected.

Paradise Inn, Mount Rainier National Park, Washington

Excellence Award

For more than two decades, Guest Services has celebrated the achievements of extraordinary team members through the prestigious Excellence Award (E-Award). This annual recognition honors individuals who exemplify the highest standards of service, leadership, creativity, and care across our organization.

Congratulations to these remarkable leaders, whose commitment and excellence make a lasting impact on the communities and guests we serve.

Kathy Ziegenfuss, 2025 E-Award Winner

General Manager, Food Service | Operations, Children’s Home of Easton

This year’s E-Award winner, Kathy Ziegenfuss, is celebrated not only by her team but by the Children’s Home of Easton (CHE) community she serves with exceptional devotion. While we gathered notes from direct reports for all nominees, Kathy’s story is told best through a heartfelt message from a longtime CHE staff member, a client who worked alongside her for more than 25 years. Her words capture the essence of Kathy’s impact:

“She is so deserving. I have never met someone who cares so much about the children at CHE. She goes above and beyond for the students AND staff… special meals for homesick kids, birthday celebrations, dietary support, teaching them to cook, beautifully prepared holiday meals, decorations to make the dining hall feel like home. She always finds a way to get the impossible done. Many of the students call her ‘grandma’ because of her love, understanding, and guidance.”

Kathy joined Guest Services in 2014 and has spent 11 years serving CHE with unwavering compassion, organizational excellence, and a deep sense of responsibility for the well-being of every student. She is known for her calm leadership, impeccable standards, and gift for making young people feel cared for and seen. Students and staff alike rely on her as a steady, supportive presence.

Mike Lutz, 2025 E-Award Finalist

General Manager, Food Service | Hospitality, Doheny State Beach

A visionary culinary leader, Mike Lutz has transformed the Doho Café at Doheny State Beach into a destination for fresh, coastal cuisine and memorable guest experiences. When Guest Services first assumed the contract in 2020, Mike joined as Executive Chef during a period of limited equipment, weekend operations, and significant

permitting challenges. Through perseverance, creativity, and unmatched culinary talent, he stabilized the operation and eventually stepped into the General Manager role.

His leadership, creativity, and commitment to excellence have made Doho Café a standout venue within the California State Parks system and a shining example of hospitality done right.

Jeff Monahan, 2025 E-Award Finalist

General Ledger Manager | Accounting, Corporate

Since joining Guest Services in 2012, Jeff Monahan has become an indispensable member of the Corporate Accounting team. His journey from Senior Accountant to General Ledger Manager reflects his expertise, reliability, and deep understanding of Guest Services’ financial systems.

Known for his sharp financial instincts, Jeff routinely identifies questionable charges and legacy fees, recovering savings and ensuring fiscal responsibility. His peers describe him as proactive, collaborative, and highly respected.

Ashley Rodriguez, 2025 E-Award Finalist

General Manager, Food Service | Operations, Boeing NRO

A graduate of Johnson & Wales University and a seasoned hospitality professional, Ashley Rodriguez brings more than 20 years of experience across dining, hotels, supermarkets, museums, and business & industry environments.

Ashley joined Guest Services in 2016 and played a central role in launching one of the Company’s largest government accounts, CHEFS, overseeing all 11 locations, designing commissary workflows, ensuring recipe consistency, and managing quality control.

He is also known for his technical expertise, having created reference guides for Workday, NextStep POS, inventory systems, and US Foods ordering, resources currently being used company-wide.

GUEST SERVICES 2025 Q-AWARD HONORABLE MENTIONS

Q-Award presentation with the team

— GUEST SERVICES AWARDS — Honorable mention is also due to the units which scored a 95% and above in 2025. In addition to the operations scoring 95% and above, there were a total of 30 units that scored a 93% or above.

2025 Quality Assurance Award

Congratulations to Jayme Waters and the team at Willow Beach Hoover Dam Rafting Adventures!

Hoover Dam Rafting Adventures is 2025’s winner of the annual Guest Services’ Q-Award. The Q-Award is presented to the unit which receives the highest quality assurance score in the Company. Hoover Dam Rafting Adventures’ operations received an outstanding total score of 97.15%.

2025 was a full year of Quality Assurance (“QA”) visits to approximately half of the units operated by Guest Services. More than 50% of the units audited scored 95% and above. The results were exceptional.

Congratulations to all!

• Air & Space Museum National Mall Food Kiosk (F&B)

• Blue Spring State Park (F&B, Recreation, Retail)

• Callville Bay Marina (F&B, Recreation, Retail)

• The Children’s Home of Easton (F&B)

• Cottonwood Cove Marina (F&B Retail)

• De Leon Springs State Park (Recreation)

• Doheny State Beach (F&B)

• Everglades Florida Adventures (Recreation, Retail)

• Fletchers Cove Boathouse (Recreation)

• Hogan Lovells, DC (F&B)

• Key Bridge Boathouse (Recreation)

• Lake Mead RV Village (Recreation)

• Lake Welch Beach - Harriman State Park (F&B)

• Memorial Beach Boathouse (Recreation)

• Musical Instrument Museum (F&B)

• Natural History Museum National Mall Food Kiosk (F&B)

• Rainbow Springs State Park (Recreation, Retail)

• Riva Del Lago (Condominiums)

• St. Andrews State Park (F&B, Recreation, Retail)

• Temple Bar Marina (F&B, Lodging, Recreation, Retail)

• Watkins Glen State Park (F&B, Retail)

• Willow Beach Marina (Recreation, Retail)

• Weeki Wachee Springs State Park (F&B, Recreation, Retail)

Hoover Dam Rafting Adventures, Nevada

— GUEST SERVICES AWARDS —

25-Year Club Members

New Members Welcomed to the 25-Year Club

We proudly introduce the 2025 inductees to the 25-Year Club, recognizing their enduring commitment and exceptional contributions across diverse roles and locations. Congratulations to this year’s inductees for their unwavering commitment and exemplary service. Thank you for your incredible contributions!

LORETTA ALEJANDRO

Server, Marbella at Pelican Bay

With 25 years of service, Loretta Alejandro has been a dependable and versatile member of the Marbella dining team, supporting operations in roles ranging from server to room-service runner and phone support. Known for her strong work ethic and attention to detail, she is deeply appreciated by residents and colleagues alike. A devoted mother, Loretta balances her professional and family commitments with pride and care.

SHERWANDA BANKS

Relief Manager, Lincoln Memorial National Mall Food South Kiosk

Sherwanda Banks has contributed 25 years of dedicated service since joining Guest Services in 2000. She is admired for her enthusiasm, customer-first mindset, and ability to support both guests and teammates across multiple locations. Outside of work, Sherwanda treasures time with her daughters and grandchildren and enjoys relaxing with family and comedy shows.

ADOLFO CONSTANCIA

Cook, Hogan Lovells, Washington, D.C.

For 25 years, Adolfo Constancia has been a reliable and highly skilled member of the culinary team. As Lead Breakfast Cook for the past eight years, he is known for consistency, presentation, and exceptional time management. A devoted family man, Adolfo is respected for his professionalism, calm demeanor, and unwavering commitment to excellence.

KAREN HAGER

Special Projects Accountant, Corporate Office

With 25 years at Guest Services, Karen Hager is a trusted and respected member of the Corporate Accounting team. She supports key functions including insurance accounting, fixed assets, and complex reconciliations, always with precision and responsiveness. Known as a true team player, Karen balances her career with family life and a love for reading and outdoor activities.

KLARITA IVANAJ

Server, Marbella at Pelican Bay

Klarita Ivanaj has been a beloved presence at Marbella for 25 years, admired for her warmth, dedication, and willingness to help wherever needed. From serving to decorating and floral support, she brings care and pride to every task. As a single mother, Klarita’s strength and commitment have made her a deeply respected member of the community.

DONNA LICCARDI

Night Auditor, DoubleTree Suites by Hilton Hotel Naples

For more than 20 years, Donna Liccardi has been the heart of the DoubleTree’s overnight operations. As Night Auditor, she ensures smooth financial closeouts while providing thoughtful, compassionate guest service. Known for her kindness and generosity, Donna is cherished by colleagues and guests alike for her warmth and reliability.

TAMMY NGUYEN

Assistant Director, IT, Corporate Office

Tammy Nguyen has spent 25 years supporting Guest Services through her expertise in IT, currently overseeing network and security systems. Valued for her calm approach and strong customer service, she is known for solving complex issues and mentoring others.

JOE PICCIONI

District Manager

Since joining Guest Services in 2000, Joe Piccioni has supported a wide range of operations, from new openings to challenging turnarounds. His adaptability, steady leadership, and willingness to take on complex assignments have made him a trusted and respected leader across the organization.

JEROME SUMMERS

Front Desk Agent, Monaco Beach Club

For 25 years, Jerome Summers has provided exceptional service and security to residents at Monaco Beach Club. Known for his professionalism and calm presence, he consistently ensures a welcoming and safe environment. His background in military and government service adds depth to his long-standing commitment and reliability.

MIMI TEFERA

Payroll Manager, Corporate Office

With 25 years of service, Mimi Tefera is a cornerstone of Payroll and Human Resources operations. She oversees payroll processing and supports employees with accuracy, patience, and care. Respected for her resilience and positive attitude, Mimi balances her professional dedication with a strong commitment to family.

DoubleTree Suites by Hilton Hotel Naples, Florida Marbella at Pelican Bay, Florida Monaco Beach Club, Florida

Guest Services’ Corporate Office, Virginia

Lincoln Memorial National Mall Food, Washington, D.C.

Experience the moments. Treasure the memories.

Uncover the wonders of America’s great outdoors with Adventures Unbound, your exclusive gateway to iconic destinations and hidden gems, where the beauty of simple moments creates unforgettable memories.

At Adventures Unbound, we are passionate about the transformative power of travel. Each journey with us is more than just a trip; it’s an immersive experience that promises extraordinary adventures and profound moments of discovery. When you visit our properties, you’re not just seeing new places; you’re reconnecting with your true self, unlocking the extraordinary, and creating memories that will forever enrich your spirit of adventure.

Embark on an extraordinary journey where we transcend the ordinary to offer unparalleled experiences in some of the nation’s most iconic destinations and hidden gems. Whether you seek the thrill of adventure, the serenity of relaxation, or the enrichment of cultural immersion, our diverse destinations promise a tailor-made adventure for every wanderer.

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