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@guestservicesinc
@gsisocial
@guestservicesinc
CEO MESSAGE
REFLECTING BACK AND AN OPPORTUNITY TO LOOK FORWARD A Year in Review – 2021 As we reflect on this past year, it’s evident how fortunate we all are to work with a team that refuses to give anything less than 110%. It was a challenging year, and we are humbled by all the work accomplished by our great employees who have contributed so much to the company. Guest Services team members rallied beside each other to deliver exceptional hospitality to all of our guests and clients.
We saw many successes this past year with the addition or renewal of contracts – most notably with the addition of the Musical Instrument Museum in Arizona, St. Andrews State Park in Florida, and several luxury condominium complexes in Florida, to name just a few. We are extremely excited to steward these as well as our ongoing partnerships, all of which align with our core capabilities and long-term growth plan.
Our team’s ability to adapt throughout 2021 continued to bear fruits. Our contract food service and business dining units reinvented processes and offerings to cater to new demands during the ongoing COVID-19 pandemic concerns. Our recreation and outdoor activities on the water established innovative reservation procedures and new events, which ultimately resulted in outstanding customer satisfaction and record financial results.
From a capital project perspective, we are very proud of the completed phase one renovation to the guestrooms, common areas, and ballrooms at our award-winning DoubleTree Suites by Hilton in Naples, Florida. In addition, during this past year, we have made significant progress on the construction development of new cottages and a restaurant at Everglades National Park in South Florida.
Throughout our national and state park operations, visitation soared as people rediscovered their grassroots. And within our property and condominium management portfolio, we once again delivered the highest level of service and care to residents. Overall, the company continues to be in a very strong position to pursue many new and exciting opportunities which will further elevate our presence throughout the United States.
We would like to thank our clients and guests. You are the reason we show up every day and the reason we do what we do. You inspire us, encourage us and give us purpose. Thank you for your confidence as we walk these new and sometimes uncertain paths as partners together. Let’s charge forward this upcoming year with the many exciting initiatives on the horizon and not lose sight of the countless blessings we’ve been given. Once again, thanks to each and every one of you. CEO Message continued on the next page.
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CEO MESSAGE
On the Horizon in 2022 As was recently announced, my appointment as Chief Executive Officer took effect on January 1, 2022. I’m honored and humbled to lead our organization during this very exciting time. The core philosophies that have guided our company for more than a century will continue, as well as the values, culture, and a strong commitment to our clients that has defined our business. As we look ahead to 2022, there are a number of promising priorities, initiatives, projects, and business opportunities. Reinstatement of Benefits We recognize our most important asset is our Guest Services team. As such, we have reinstated all benefits to our employees to pre-pandemic levels – that was and will always be a top priority despite challenges that impact our industry and business.
park contract, Homosassa Springs. We also look forward to the expansion project of additional guest rooms, lobby renovation, and employee housing units at our owned and operated Lodge at Breckenridge! Revitalized Website And finally, we are excited to roll out our new Guest Services corporate website, which will be launched in the first half of 2022. This will showcase our special culture, values, people, initiatives, and assets of our 105-year-old company. Our prospective journey ahead is very bright and we look forward to the next century of success at Guest Services.
Nico Foris Chief Executive Officer
Talent Acquisition Our leadership teams are committed to attracting new talent and resources during this extremely challenging labor market. We look forward to eliminating the strain placed on those that have been wearing multiple hats since the start of the pandemic. Maintaining Transparency I will continue to host regular live town hall meetings so all employees have an opportunity to hear our progress and ongoing business updates. Social Responsibility We are committed to maintaining, strengthening, and elevating our social responsibilities and awareness – 1) to all employees through new and various Diversity, Equity, and Inclusion initiatives and 2) to our partners and communities through our sustainability efforts. Strategic Expansion Business development efforts remain a high priority, and we are determined to expand within existing and new geographic areas. As always, the focal points are on our core capabilities to deliver the full suite of hospitality services, including within national and state parks, hotels and lodging, recreation activities, condominium and property management, food & beverage/business dining, and senior living services. The company has added resources within our sales and marketing teams and will work collaboratively with our operators to display our capabilities to potential clients. We are already off to a great start in 2022 with the addition of a new Florida state
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GUEST SERVICES
A LEGENDARY CEO The entire Guest Services family is humbled as it recognizes the retirement of Chief Executive Officer Gerard T. Gabrys after 35 years of service and leadership. Gerry’s impact on the organization goes far beyond what can be seen on paper, and we express our sincerest gratitude for his tremendous contributions not only to the company but to its many employees. Gerry joined Guest Services in 1986 as Vice President & Treasurer. Over the past three decades, he has served in various executive leadership positions at the Company but most notably as Chief Executive Officer for the past twenty years. We often use the word “legendary” when describing Guest Services’ hospitality, and the same can be said about Gerry Gabrys as a leader, business colleague, friend, husband, and father. During his tenure at Guest Services, he always represented the Company’s core values and was a true gentleman in treating people with dignity and respect. The skills, knowledge, and other positive qualities which Gerry has instilled over these past three decades have consistently inspired all of us. We Are So Thankful for His Caring Leadership. Gerry will be remembered not just for the things he has accomplished as the leader of this business but also for the tact, care, and transparency that he always demonstrated in the workplace. By combining those skills and his ability to cultivate longstanding client relationships, he has strategically positioned Guest Services to capitalize on the many opportunities that lie in the next century of service. Gerry will still serve as the Chair of the Board and will continue to visit many of our clients as well as our employees. And… as an avid fan and graduate of the University of Notre Dame, he will most certainly be found rooting for the “Fighting Irish” on Saturdays each Fall. Between his love of golf, family, outdoor activities, and favorite dining venues, Gerry will be very busy in his next chapter. From all of us at Guest Services, we wish you health and happiness in your retirement. Thank you!
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FLAMINGO ADVENTURES AT EVERGLADES NATIONAL PARK FlamingoEverglades.com
THE LODGE AT WAKULLA SPRINGS
TheLodgeAtWakullaSprings.com
Come Lodge & Explore in Florida’s Parks The Ultimate Adventure Bucket List with Nature
Throughout the state of Florida, State & National Parks are full of adventures &lodging opportunities for everyone! Whether you want to watch mermaids swim at Weeki Wachee Springs Park or relax on a houseboat at the Everglades National Park, you’ll be able to experience the most amazing and unique places and another check to your bucket-list.
WEEKI WACHEE SPRINGS STATE PARK
EVERGLADES ADVENTURES AT EVERGLADES NATIONAL PARK
EvergladesFloridaAdventures.com
BLUE SPRING STATE PARK BlueSpringAdventures.com
HOMOSASSA SPRINGS WILDLIFE STATE PARK
WeekiWachee.com
HomosassaWildlifeAdventures.com
ST. ANDREWS STATE PARK
LOXAHATCHEE NATIONAL WILDLIFE REFUGE
StAndrewsShellIsland.com
LoxahatcheeAdventures.com
RAINBOW SPRINGS STATE PARK
CRYSTAL RIVER PRESERVE STATE PARK
VisitRainbowSprings.com
CrystalRiverPreserveAdventures.com
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HONTOON ISLAND STATE PARK BlueSpringAdventures.com
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SHELL ISLAND WEDDINGS StAndrewsShellIsland.com
DIVERSITY, EQUITY & INCLUSION
CULTIVATING AN INCLUSIVE CULTURE A major focus of our 2021 strategy was to revolutionize the way our organization approached Diversity, Equity, & Inclusion (DEI). From training and resource groups to new leadership, the steps we’ve taken this past year and continue to implement throughout 2022 will provide our team members with more DEI tools than ever. We’re incredibly proud of what we’ve accomplished so far and we encourage you to regularly check for updates on the intranet and via the monthly Insider. Our Official DEI Mission & Strategy As a people-first company rooted in strong, positive, inclusive values, Guest Services’ culture extends beyond providing excellent service to our guests. It means hiring a diverse range of individuals with the highest integrity and investing in their future, as well as having zero tolerance for violations of equal employment laws and regulations. We do this by being partners with our employees and customers in positively impacting the communities where we operate while fostering a culture that champions diversity, promotes equity and sustainability, and celebrates inclusion. As one of the highest priorities of Guest Services’ leadership, our Diversity, Equity, and Inclusion Staff Advisory Council (DEISAC), and our Employee Resource Groups, we are committed to maintaining and always advancing these initiatives among our workforce, customers, and our wider communities as part of our long-term strategy. A Louder Voice At the Table On July 14, 2021, the Diversity, Equity, and Inclusion Staff Advisory Council (DEISAC), held its inaugural meeting. This new initiative empowers employees by acting as a springboard for positive social change. On a quarterly basis, the committee brings together a diverse group of talented minds from within our organization and across the country to discuss prevalent social issues, create action plans, and elevate successes.
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The group is a key focal point of Guest Services and receives direct oversight from executive leadership. “This is a proactive measure we’ve taken in the hopes of continuing to improve upon our foundation where all are welcome, appreciated, and given an opportunity to succeed,” says Nico Foris, Chief Executive Officer. The drive is to give those who lack representation in our organization a bigger “voice at the table.” Any methods for amplifying that voice and giving it legs to materialize into something positive will be considered when the Council evaluates suggestions. Improving our employees’ experience has always been crucial to our success, but will also always be something we can improve upon. Members of the Guest Services’ DEISAC include: •
Chair: LaJuana Warren, Director of Diversity, Equity, and Inclusion
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Jennifer Gafford, Director of Human Resources
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Addis Worku, District Manager
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Joe Van Hooser, District Manager
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Vaughn Christian, General Manager
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Wilbert Vega, Manager
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Gerry Gabrys, Chair of the Board
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Nico Foris, Chief Executive Officer
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Dan Stolzfus, Chief Financial Officer
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Doug Verner, General Counsel
Meet the Talented New Director In late October, executive leadership interviewed more than 20 extremely qualified individuals for the position of Director of Diversity, Equity, and Inclusion. This new position is a first for Guest Services and a monumental landmark in our history.
DIVERSITY, EQUITY & INCLUSION LaJuana Warren set herself apart from a talented group of candidates and was unanimously selected for the role. With extensive experience studying and executing strategies within the DEI industry, she knows why it matters, how it helps organizations, and how it supports individuals and their families. We know she will bring an influential impact and look forward to seeing her passion drive her ideas to fruition. Be Vocal If you are interested in being part of any of our Employee Resource Groups or our Diversity, Equity, and Inclusion Staff Advisory Council, please email LaJuana Warren directly at lajuana.warren@ guestservices.com. Achieving Intercultural Competence As part of our ongoing internal analysis, the executive team recently completed an Intercultural Development Inventory® (IDI®) Assessment. This third-party program is conducted to better understand an organization’s capacity to shift cultural perspective and appropriately adapt behavior to cultural differences and commonalities. Upon completion of the IDI assessment, the executive team created a developmental action plan as yet another tool to align us with a path to complete intercultural competence. Cultural and Heritage Events Guest Services will be celebrating cultural holidays and heritage events throughout this upcoming year. We encourage you to participate by researching the day’s significance and showing your appreciation for these special groups. Stay tuned for more details about how we will be celebrating as a company. 90% of Fortune 500 companies have ERGs. Now, we do too. We are ecstatic about the launch of our first Employee Resource Groups (“ERGs”). Within them, members have the opportunity to develop leadership skills and have a place to be seen, heard, and valued. Consequently, organizations realize higher retention rates, establish networks for referrals, and drive overall company performance in addition to many other benefits. Currently, four are being established but we look forward to the expansion of this initiative. •
Women at Guest Services
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African Americans at Guest Services
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Latinx at Guest Services
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LGBTQ+ at Guest Services
If You Need Immediate Help We want to remind everyone that there are initiatives in place to protect you in a pressing and immediate event of mistreatment. If you are experiencing harassment or abuse of any type, please use the following resources to get help; our company hotline at (877) 220-1672 or call our EmPulse line at (833) 367-8573.
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SUSTAINABILITY
SUSTAINABILITY & ENVIRONMENTAL INITIATIVES OurPlanet Sustainability Council Similar to our DEISAC initiative (see Page Six) and as part of our Environment, Social, and Governance (ESG) program, a Sustainability Council was created in 2021 to lead our organization’s environmental charge. Led by Heather Guay Yoo, Director of Business Development, this group brings nominated supervisors from Guest Services properties around the country together to discuss the most prevalent sustainability challenges, achievements, and action plans at our units. As always, the Sustainability Report will soon be released to update you on the facts and figures regarding all efforts in 2021. Here, we will shine a light on just some of the achievements discussed in the quarterly council meetings, in addition to some of the challenges we face when operating sustainably.
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Many units including Mount Rainier National Park and Florida properties participated in the Earth Hour3 initiative on March 27, 2021.
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Washington Sailing Marina initiatives:
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2021 Achievements •
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Marbella and Stratford have added charging stations with many other properties planning to implement their own
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ISO Certifications1: National Mall Kiosks, Mount Rainier National Park, Lake Mead National Recreation Area, and DoubleTree Suites by Hilton Naples
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Clean Marinas2 title achieved by Lake Mead National Recreation Area properties
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Initiatives that many hospitality properties have been implementing: •
Exit signs with Energy Star LED
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Compact fluorescent lights
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Reuse of linens during multi-night stays
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Low flow shower heads
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Ozone laundry system
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The Weeki Wachee team executes a monthly river cleanup every third Wednesday of the month. It is a community engagement project and the first 15 people to sign up get a free kayak rental
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Regular promotion of ecological water based bottom paints for boats
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Water recycling for wash down
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Use of bicycles and tricycles instead of gas vehicles for transport
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Recycling stations
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Consistent corporate cleanups & community support
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Use of battery powered tools
Rock Creek Horse Center initiatives: •
Regularly clearing property of invasive plants and replanting indigenous species
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Stream cleanups
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Rainwater capture and reuse
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Echo Bluff State Park and The Lodge at Wakulla Springs are moving back to biodegradable products
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All hospitality units are making their transition to bulk amenities
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The Terracycle Program4 has been introduced at East Potomac Tennis Center
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Some properties have been converting blowers to battery powered blowers
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Vegetable Gardens and Third-Party Composting Organizations are powerful tools currently being implemented at multiple units.
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Clean the World5 – ask your Vice President about getting implemented at your property
We encourage you to analyze the list and apply any ideas to your own property by presenting them to your supervisor.
SUSTAINABILITY
The Importance of Education As stewards of our environment, we all must stay in tune with the most current sustainability practices. We’ve consolidated a few interesting items to get you thinking about your own impact on the environment, but we encourage you to do your own research too.
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#3 – Polyvinyl Chloride Found in shampoo bottles, medical plastics, some toys (including dog) and window trim. PVC can rarely be recycled, if you need to dispose of this material, ask your local waste management.
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Only around 9% of your recyclables from your home’s blue bin actually ends up being recycled
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Some items can be deceiving, such as water bottles – Every time you recycle a water bottle that has a cap or collar still on it that isn’t recyclable, the entire bottle gets sent to the landfill rather than recycled because of how the recycling machine works
#4 – Low-Density Polyethylene Bottles you can squeeze like shampoo or condiment bottles are often made from LDPE. It is not often recycled through curbside programs, but some communities might accept it.
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#5 – Polypropylene This is usually found in medical bottles, yogurt tubs, cereal box liners, bottle caps, some ropes, and condiment bottles. It can be recycled through some curbside programs, just don’t forget to make sure there’s no food left inside.
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#6 – Polystyrene Styrofoam is used for cups (for hot liquids), meat trays, packing peanuts and egg cartons. Not many curbside recycling programs accept PS in the form of rigid plastics (and many manufacturers have switched to using PET instead). Since foam products tend to break apart into smaller pieces, you should place them in a bag, squeeze out the air, and tie it up before putting them in the trash to prevent pellets from dispersing.
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#7 – BPA, Lexan, etc. This is a mixed bag of plastics such as five-gallon water bottles, sunglasses, DVDs, computer cases, signs, certain food containers. The best option is to consult your municipality’s website for specific instructions.
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USA produces the third most municipal solid waste per person of any country in the world – and, depending on your source, is around 7th in highest country recycling rates
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The average person consumes about 1,769 microplastic particles through water and food each week, according to a 2019 report supported by World Wide Fund for Nature (WWF) – About one kilo of plastic every three years
Recycle Triangles – Know Your Symbols The triangles of recycled matter are our best available guide to what is recyclable and what is not. Just because an item has one of the triangles on it, does NOT mean that it will be fully recycled if placed in the blue bin. What is and isn’t recyclable may change based on your location, so contacting the organization that picks up your recycling is the best way to stay up-to-date. •
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#1 – Polyethylene Terephthalate: The easiest plastic to recycle and most commonly found in plastic water/soda bottles and some food packaging. PET or PETE can be picked up through most curbside recycling programs as long as it’s been emptied and rinsed of any food. Please note, it is best to remove bottle caps and recycle them and the bottle separately (See #5 – Polypropylene).
Reduce. Recycle. Reuse.
#2 – High-Density Polyethylene This kind of plastic is usually colored or opaque and can be found in milk jugs and detergent or household cleaner bottles. HDPE can often be picked up through most curbside recycling programs, although some allow only containers with necks.
Our commitment to social responsibility and the environment is and always will be a top strategic priority for Guest Services. The executive leadership team is constantly analyzing what we are doing and have done to minimize our environmental footprint but encourages you to discuss with your supervisor what we all can do to improve.
Sources: www.hebrongoesgreen.com/recycling-symbols; www.goodhousekeeping.com/home/g804/recyclingsymbols-plastics-460321/
ISO certification certifies that a management system, manufacturing process, service, or documentation procedure has all the requirements for standardization and quality assurance. ISO (International Organization for Standardization) is an independent, non-governmental, international organization that develops standards to ensure the quality, safety, and efficiency of products, services, and systems.
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Clean Marinas is a best practices program that is awarded to marinas that are operating sustainability and abiding by a detailed list of environmental practices.
An annual event encouraging individuals, communities, and businesses to turn off non-essential electric lights, for one hour, from 8:30 to 9:30 p.m. on a specific day towards the end of March, as a symbol of commitment to the planet.
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These programs are free, national recycling solutions for typically hard-to-recycle waste streams.
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CleanTheWorld.org
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INVESTMENTS
DOUBLETREE SUITES BY HILTON HOTEL NAPLES RENOVATIONS On the gorgeous Gulf of Mexico coast of Southwest Florida, the City of Naples features stunning views, a tranquil ambiance, and access to some of the most pleasant fine white sugar-sand beaches in the state. Here at the DoubleTree Suites by Hilton Hotel Naples, our team’s exceptional customer service is one of the award-winningest and most acclaimed in all of the Guest Services and Hilton brand. Our suites are conveniently located just off the captivating Tamiami Trail, beside the Cocohatchee River, and just ten minutes from Delnor-Wiggins Pass State Park, Vanderbilt Beach, as well as Mercato, a high-end shopping destination. If the beach is too far for guests feeling lazy, the refreshing riverfront pool is right outside their room. Award-Winning Service Our services also feature a top-tier restaurant called Café Portofino that offers a breakfast buffet, all-day dishes, and happy hour specials as well as poolside service, patio seating, and room service. The ‘DoubleTree by Hilton’ brand itself is a fast-growing, global portfolio of upscale hotels. Their signature, of course, is their famous DoubleTree chocolate chip cookie that is offered to all guests at check-in. Guest Room Modernization Recently, a full-scale guest room overhaul was executed that gutted them down to the studs and introduced new outstanding contemporary amenities. Later this year, the second phase of renovations will include enhancements around the pool area, expansion of the lobby, and restaurant upgrades. We’re extremely proud of the staff for overcoming the challenges of the renovations while continuing to provide award-winning service.
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WELCOME TO THE FAMILY
MUSICAL INSTRUMENT MUSEUM (ARIZONA) We’d like to welcome our newest addition to the Guest Services portfolio, the Musical Instrument Museum (MIM) from Phoenix, Arizona. This fascinating destination features more than 8,000 instruments from over 200 countries, stunning galleries specifically designed to commemorate world cultures, and an abundance of captivating exhibits where remarkable beauty, craftsmanship and cultural significance share the story of music like never before. While most musical museums feature historic, primarily Western classical instruments, MIM’s founder Bob Ulrich (then CEO of Target Corporation) was inspired to develop a new type of museum that would focus on the instruments played every day by people worldwide. Every aspect of the museum was developed with the user experience in mind to bring an enriching, inspiring, interesting, and fun look at the musical world, unlike anything you’ve ever seen. This museum is full of incredible features: •
Every guest is given a headphone set that plays dialog based on where you are in the museum
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A windowed conservation lab
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Every few months they highlight a new exhibit to keep things fresh
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A stunning concert hall and series
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Multiple different education programs
It also garnered impressive local and national accolades: •
#1 (our of 239) Thing to Do in Phoenix on TripAdvisor
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#12 museum in the U.S. 2021
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Phoenix Magazine’s Reader’s Choice “Best Museum” 2020
Music is food for the soul, but we need real food too! Guest Services has been tasked to partner with MIM and manage all of their Food and Beverage venues including the Beats Coffee Shop, Café Allegro, as well as private events and functions held throughout the year. Our Executive Chef James Moran will introduce a reimagined menu offering a range of rotating selections that celebrate culinary influences from around the globe, many prepared with local flavors and ingredients. From original sandwiches and salads to hearty soups and freshly grilled entrees, Chef Moran plans to make weekly and seasonal menu changes. Weekly specials will include his crab corn fritters with Old Bay seasoning and a vegetarian panko-crusted cauliflower Parmesan. Guests can peruse the day’s full menu before their visit at the newly created and Guest Services’ hosted MIMDining.org. Guest Services also recently began operating the adjacent Beats Coffee Bar – offering specialty roasted coffee, espresso, tea drinks, house-made pastries, breakfast offerings, grab-and-go lunch options, wine, and beer as well as seasonal treats.
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WELCOME TO THE FAMILY
ST. ANDREWS STATE PARK (FLORIDA) As one of our newest and most promising properties, it’s quickly becoming obvious why St. Andrews State Park was crowned by U.S. News as the #1 Thing to Do in Panama City Beach and why the property has a 4.5 star TripAdvisor rating and 4.8 star Google rating, both after thousands of reviews. Besides the breathtaking 1200 acres of sugar-sand beaches, crystal clear waters, paradise landscapes, and stunning views, the park features Guest Services’ specials like boating, camping, swimming, water sports, fishing, hiking, and bird/wildlife watching. Panama City’s Must-See Destination The natural reserve of St. Andrews State Park also includes the “crown jewel” of Panama City Beach, a 7-mile long barrier island known as Shell Island. Accessed via private boat or the official Guest Services run ferry, this hidden gem is a local delight. Visitors adore the timeless island activities like snorkeling above colorful tropical fish, dolphins, and sea turtles; hiking the interior of the island with rare coastal plants, birds, and wildlife communities; and laying out on the unspoiled, undeveloped white-sand shores. Thoughts from the General Manager, Cameron McAdams “The park is personal to me and the rest of my team. I think Laura [Sherman] did a great job putting us together because we’re all locals and know the area very well. We know the people and what they expect. We also know how much it means to everyone to see the changes and growth of the park that Guest Services has introduced,” says McAdams. Expanding into the Local Market The property also brings an immense amount of opportunity for our organization to capitalize on. Laura Sherman, Vice President Hospitality Division, says, “it was incredible seeing what had not been explored before us from a business standpoint. Something we want to do is attract the locals in the Panama City area and present the property as somewhere they can go in the evenings to explore and enjoy the food and views. This hasn’t really been extended to them before and we see it as a great opportunity to bring in guests.” We will also be offering new wedding packages, increasing the campsites from 60 to 160, adding eco-tents to the newly renovated campground, expanding the menu of the new 7-day-a-week concession stand, and building a brand-new camp store with graband-go snacks, camping gear, and plenty of other amenities. Excellence Recognition The team is doing an incredible job representing Guest Services and encapsulating the hospitality mindset our guests expect. It isn’t going unnoticed either. “It’s not just us and the guests who are thrilled about the changes. The park manager and his team are delighted with the operations and the working relationships that are being developed there,” says Sherman.
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WELCOME TO THE FAMILY
HOMOSASSA SPRINGS WILDLIFE STATE PARK (FLORIDA)
Home to Some of the World’s Rarest Species
An Aquatic Wonderland The Fish Bowl Underwater Observatory floats in the mainspring and allows an up-close view of the pristine waters, thousands of Gulf of Mexico fish, and adorable manatees. A live-feed television screen is conveniently located on the sundeck allowing visitors to view the marine wildlife from another underwater perspective.
The locally adored Wildlife Walk brings guests on an exciting journey woven through Homosassa Springs Wildlife State Park’s many animal exhibits. Guests walk on paved and elevated boardwalks that are accessible for visitors in wheelchairs or with strollers and allow for aerial views. Rain shelters and picnic pavilions are also conveniently located around the park.
Look to the Sky… And Trees
The park is home to alligators, black bears, red wolves, key deer, flamingos, and whooping cranes each serving as their species’ ambassador. All of the animal inhabitants are in the reserve for the same reason: they are unable to survive in the wild on their own.
All Aboard!
Meet Lu The oldest hippopotamus in captivity, this lovable beast turned 62 on January 26, 2022. Happy Birthday, Lu! Fun fact: hippos can’t really swim… They can float and walk on the seafloor, but they don’t have the traditional swimming methods you might think. Most of their time is spent standing in shallow enough water to stand, but deep enough to submerge themselves and protect their skin.
The 0.75-mile Pepper Creek Birding Trail runs from the visitor center parking area along the tram road and loops through the parking areas at the West Park Entrance before returning via a boat ride along Pepper Creek. This trail is one of 20 birding trails in Citrus County that are part of the ‘Great Florida Birding Trail’.
Our delightful 15-min Boat Tour departs from the Visitor Center Boat Deck and makes its breezy way through Pepper Creek towards the West Entrance of the Park. Once guests arrive, the West Entrance of the Park where the Wildlife Walk and Fishbowl are located is only about a 75-yard walk. The boat ride is $3.00, but visitors can also take a free tram or walk. A Classic Florida Personal Boating Experience Guests enjoy classic boating activities such as kayaking and canoeing on the legendary Homosassa River. Acclaimed for its stunning nature views and manatee visits, the river is also home to a colorful collection of freshwater fish in addition to many reptile species, birds, and other creatures. Hobbyists quickly find themselves adding it to their list of outstanding Florida boating locations. Quick & Delicious Dining The Wildside Café is located at the park’s west entrance, offering indoor and outdoor dining areas. Snacks and sodas are also available at the Gator Bites snack concessions located inside the park on Saturday and Sunday.
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We’re proud to introduce one of the latest Floridian recreation properties welcomed to our portfolio, the Homosassa Springs Wildlife State Park. Here, Guest Services will introduce many of our classic offerings such as boat tours, retail, and dining services. We look forward to expanding operations and maximizing the potential of this gorgeous destination.
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WELCOME TO THE FAMILY
LOXAHATCHEE NATIONAL WILDLIFE REFUGE (FLORIDA) Kayaking and canoeing are two of the greatest ways to experience the Everglades, and Guest Services is proud to now offer both in Loxahatchee. Guests can adventure through the beloved natural splendor of the local wilderness and ride with unique fish, turtles, birds, frogs, and even alligators. A Fisherman’s Delight Whether guests are looking for a rare catch or just trying to enjoy themselves with some leisurely casting, Loxahatchee is an outstanding fishing destination. More than 40 species of fish consistently appear in the refuge including largemouth bass, channel catfish, black crappie, bowfin, redear sunfish, and chain pickerel in addition to more exotic types like blue tilapia and butterfly peacock bass. Anglers can cast off the banks of the refuge, enjoy the local fishing pier, rent one of our Jon boats, or combine all three for a fantastic evening of fishing. The closest location to get bait is about 3 miles away, but we look forward to developing our own supply shop soon. Everglades Wildlife From wet prairies and sloughs to cattails and sawgrass, the Loxahatchee National Wildlife Refuge has 143,954 acres of astounding Everglades nature. The area also includes a 400-acre cypress swamp, the largest intact cypress area remaining in the eastern Everglades system. Over 250 different species of birds, 20 mammals, 15 amphibians, and 5 reptiles call the refuge home. From raccoons, armadillos, and bobcats to the invasive Cuban tree frog, turtles, and alligators, the park is full of exciting wildlife waiting to be discovered. In total, the park offers three public boat ramps, a fishing pier, a boat staging dock, and two walking trails. We provide guests with 15 canoes, 6 sit-in single kayaks, 3 Jon boats, and look forward to expanding our services to include tandem kayaks and bikes later this year. Our teams have also discussed the possibility of introducing our classic concession offerings here.
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SUCCESSFUL CONTRACT BIDS & RENEWALS
DRIVEN BY OUR DEDICATION TO WORLD CLASS SERVICE Guest Services enriches the overall environments of condominium communities through acclaimed hospitality, a proven and instilled spirit of service, social stimulation, and an ideal resident experience. Our commitment to excellence drives our contract competitiveness, and we’re proud to report some of the major wins and rebids of 2021. Congratulations to the Condominium Team for their 2021 Rebids and New Contracts!
One of the latest additions to our condominium portfolio, this gorgeous high-rise condo development has 31 spacious suites with luxurious amenities. Built in 1985, the Waldorf is a gulffront, seven-story building located in the Moorings neighborhood of Naples with stunning panoramic views of the Gulf of Mexico. It is one of the only buildings in the area that has beach views from every unit. Since starting in the fourth quarter of 2021, our team has begun executing new roof renovations, general restoration and painting, and a project to modernize the elevator. We’re proud to say we are already having an impact on the structural, lifesafety, and integral parts of this boutique condominium. Kalea Bay (Master Agreement Contract) While we already operated this property, our team at Kalea Bay will soon also be awarded the Master Agreement to manage the common areas and security. The luxurious Tower 300 will also fall under our contract’s purview once its construction is completed in the 4th quarter of 2022. Located on the last waterfront property in North Naples, Kalea Bay’s five high-rise towers offer stunning views of the Gulf of Mexico ideally positioned to take advantage of the magnificent sunsets. The rooftop terrace features an open-air fitness center, sky lounge, and negative-edge pool with breathtaking views. Har-Tru tennis courts sit adjacent to the 88,000-squarefoot Amenity Center, where guests enjoy three more pools, drink and dining options, and a sprawling deck. Stratford (Rebid Contract) Within easy walking distance to the Naples Philharmonic, a local art museum, the Waterside Shops, and restaurants, the Stratford’s 81 spacious, well-designed units provide one of the most convenient locations in Pelican Bay. The Guest Services team has reshaped and modernized the Stratford with upgrades and intense redesigns including hurricane rated social spaces, structural wall improvements, an elevator update and much more. The renovations are paramount at a property struck by both Hurricane Wilma (2005) and Irma (2017).
We are proud to announce we have been awarded the rebid contract and will continue to offer our services here. Regal Palms Resort & Spa (Rebid Contract) Since November 1st, 2018, we’ve had the privilege of bringing our legendary services to Regal Palms. This past year, we were proudly awarded a 32-month contract extension. The Regal Palms Resort welcomed its first owners in 2004. Since then, the resort has blossomed into an acclaimed vacation spot visited by thousands of new and returning guests annually. The resort is conveniently located, providing shopping and dining options within walking distance from the Clubhouse and just a short 15-minute drive to Disney Theme Parks. With almost 600 homes, the community sits on 2.5 acres and provides an abundance of world-class features to vacationers, residents, and owners. Our main attraction is the Regal Palms Club with its aquatic pavilion, fitness center, indoor hot tub, sauna, and steam room. Guests also enjoy a full-service Cenote Spa, an eclectic selection of food and drinks at the Club restaurant, and an awesome arcade full of video games. Toscana Condominiums (Renovations Completion) Toscana offers an exclusive condominium with private elevators to carry owners and guests directly to their front doors, a new exercise facility with state-of-theart equipment, an infra-red sauna, a large pool suitable for lap swimming, and an abundance of other unique amenities. There are other thoughtful touches throughout the 65-unit building, such as a garden filled with flowers and various types of herbs, which residents can clip for cooking or cocktails. Our teams started operations here in late 2018, but recently completed a major first floor and suite renovations project.
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TECHNOLOGY
CORPORATE WEBSITE UPDATE The pandemic changed the way customers engage with businesses and reshaped the digital marketing landscape. While we are still seeing the results of this new environment, we know enough about online customer habits to identify the need for a major website upgrade. After competitive and industry analysis, internal discussion, and third-party consultation, our executive and marketing teams are proud to announce the upcoming launch of our new corporate website. Responsive Web Pages In the first quarter of 2021, mobile devices generated 54.8 percent of all global website traffic. (Statista, 2021) The need for a mobile-friendly website has never been more paramount. This means designing a platform that will fit any screen our users might be using; i.e. smartphones, tablets, video game systems, smartwatches, etc. User Interface Optimization 73.1% of web designers believe that a non-mobile-friendly design is a top reason why visitors leave a website. (GoodFirms, 2021) It’s not necessarily about keeping our audiences on our web pages as long as possible but having a user experience optimized for maximum efficiency. We want them to conveniently find what they’re looking for whether it’s contact information or property listings, and have a memorable experience engaging with the interface. Digital Facelift 50% of consumers believe that website design is crucial to a business’s overall brand. (Top Design Firms, 2021) Our website is often the first look a potential client has at our brand and their first impression of our organization. Aesthetics matter. Our graphics team is working with developers to design interactive elements to engage site visitors, inform them of all we offer, and convert them into a client. A Website to Brag About In 2021, 53.9 percent of all retail ecommerce is expected to be generated via mobile devices. (Statista, 2021) Once the corporate website roll-out is completed, the final product will act as a template for all our properties. This will enable stronger brand recognition, more fluid cross-promotions, and the opportunity to introduce powerful new ecommerce tech. Our Marketing Department is especially proud of what they’ve accomplished so far and looks forward to overhauling all property websites. Stay tuned for more updates and highlights of marketing innovations to come.
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MODERNIZING GUEST SERVICES •
Launch of the online and mobile-friendly Qualtrics platform to help us safely and securely monitor employees’ vaccination status
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Expansion and centralization of our call center as well as investment in related software to streamline reservations and general inquiries
Over the past two years, this initiative has accomplished a long list of innovations and new technology introductions including: •
Accounting/Payroll has implemented an online expense report system, Chrome River, which was officially launched company-wide in the Summer of 2021
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HR (with the assistance of the IT team) completed implementation and launch in November 2021 of the new online benefits enrollment system
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IT has largely completed a behind-the-scenes move of historically physical servers supporting many of our back-office systems to virtual cloudbased servers
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Accounting has begun vendor payment automation and the move away from paper checks
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Purchase card automation – we’ve been pushing vendors to allow us to pay by Pcard
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For vendors that do not take Pcard, we’ve proactively moved as many as possible away from paper checks to payment by ACH
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HR and Training have been focused on continued optimization of The CORE
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The company has continued investment and roll-out of state-of-the-art point of sale systems such as Clover and Aloha (for dining services), Counterpoint (for retail), and Fair Harbor and Molo (for boating and marina operations) Since the onset of the pandemic, IT has rolled out many new technologies to enable a more remote, flexible work environment (i.e., Microsoft Teams, SharePoint, new ATT VPN, etc)
Currently Being Implemented Our teams are constantly working, often behind the scenes, to keep our organization in the modern age. Here is a list of the most prevalent and current projects: •
In early 2022, we expect to complete the outsourcing of printing of the remaining population of checks to the vendors and employees
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VOIP Phone Systems – We are moving many of our phone systems off antiquated landlines to cloudbased VOIP systems (Voice Over Internet Protocol) which provide a much greater amount of functionality and a significant cost savings (including access to our phones from apps or computers, visual voicemails, conference numbers, etc)
On the Digital Horizon We are beginning the search for our new ERP/HRS/Payroll/ AP system to replace the existing PeopleSoft system which has been in place for over 20 years. This will be a large and challenging project, but we are very excited to commence this long-term project in early 2022. Once we upgrade our HRS (Human Resource System) and Payroll systems, we expect to explore a real-time pay solution. These solutions allow employees to take a draw/advance on a portion of their pay at any time (at no cost to employees) so they don’t have to wait for the pay date every two weeks.
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What We’ve Achieved So Far
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EMPLOYEE PERKS & DISCOUNTS
50% OFF THE ENTIRE GUEST SERVICE PORTFOLIO* At Guest Services, all team members and their families have the opportunity to enjoy the country’s most iconic destinations and experience what makes this organization so unique. As a token of our appreciation, we offer team members exclusive lodging, recreation, and dining discounts. Our partnerships with National Park Service and state parks enable 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 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 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 fanfavorites, like fried shrimp at The Lodge at Wakulla Springs in Florida, further engulfing you in the uniquely captivating experience. “Guest Services offers a variety of retail, food & beverage, and recreation discounts at our properties. From boating in the nation’s capital to adventuring at one of our Florida state parks, there is an activity for everyone! We encourage our team members to take advantage of these opportunities through our discount program.” Erin Hirche, Benefits Specialist Learn more about property-specific discounts on the following websites: •
GSIEmployees.com/Discounts
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GuestServicesIntranet.com/Employee-Discounts
Booking a Reservation at a Lodge If you’re requesting a lodging reservation, send the following information to khristopher.edwards@guestservices.com. •
Your name, employee ID, and unit ID
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The destination and dates you wish to stay
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The number of people traveling
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Proof of Guest Services employment (i.e., recent pay stub, employee ID) along with a photo ID (i.e., passport, driver’s license, etc.)
Exclusive Service Discounts Team members are also eligible for discounts on car rental services, retail stores, recreation, and more. •
5% Discount off market rates at Enterprise Rent-ACar – elink.enterprise.com/en/21/01/guest-servicesinc.html
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Shop for discounted Dell computer products – www.dell.com/mpp/guestservices (discounts are built into the site and do not require a code)
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Save up to 12% on qualifying AT&T services – www.att.com/wireless/guestservices
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Verizon offers team members a 22% discount on monthly access fee, new two-year activation on eligible calling plans $34.99 or higher (line access fees and unlimited plans not eligible for discounting), 35% off eligible Verizon Wireless accessories, 10% access discount on all other purchases – www.verizon.com/discount-program
For more employee perks and discounts or questions about existing offerings, please contact Human Resources at (703) 849-9382, by email at benefits@guestservices.com, or go online to either The Core or the Guest Services’ Intranet. *Subject to availability. Specific properties may vary.
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AWARDS & ACCOLADES
KRISTINE COE PeopleSoft Developer Information Technology Every year, we are honored to announce the E Award as it gives us the opportunity to acknowledge exemplary levels of performance by Guest Services team members. Please join us in extending congratulations to Kristine Coe, our E Award recipient, and the outstanding finalists: CJ Brenner, Mary Danitz, and Tim Raible. “Kristine is extremely well regarded by everyone she works with and someone PeopleSoft users enjoy interacting with. She has a great relationship with users at corporate and throughout the field. Everyone Kristine deals with knows she is always welcoming and willing to assist. She greets everyone with a smile and friendly attitude, whether it is in person or on the phone,” says Steve Jacobs, Senior Director of Information Technology. “Kristine is our IT subject matter expert on all topics related to Guest Services’ Accounting, HR, and Payroll applications. She does an outstanding job implementing new projects that improve workflow and productivity while supporting all existing PeopleSoft processes.” Kristine Coe received a BS in Accounting from Virginia Tech and an MBA with a concentration in IT from George Mason University in 2005. She came to Guest Services as a General Ledger Accountant in August of 1999. In 2003, Kristine transferred to the IT Department as a PeopleSoft Developer. Some of Kristine’s accomplishments over the years have included: taking on a significant leadership role in 2020 and becoming the subject matter expert and technical lead supporting all PeopleSoft applications across the Company; taking the initiative to learn and support various new technologies to further support the back office and operations; making a positive financial impact on the Company by working with PeopleSoft users to develop efficient processes and workflows to simplify manual workarounds. In addition, Kristine has developed creative solutions to fix complex problems, whether it’s troubleshooting payroll issues and regulation changes or problemsolving communication issues between PeopleSoft and Cornerstone. There isn’t a challenge she isn’t up to and always remains calm and collected under pressure, often completing work after hours and under tight deadlines. Kristine is married to her husband Gavin, and they have two children: Alex, 6, and Charlie, 4.
25-YEAR CLUB HONORS Congratulations go out to our new 25-Year Club members for all their hard work over the years. Their persevering and diligent efforts are very much appreciated and held in the highest regard here at Guest Services. This year inductees included: • • • •
Adolph “Ronnie” Gorham, Government Food Service Craig Cascio, Florida Southern College Seble Seyum, Lincoln Memorial Retail Kiosk Frank Dauphin, Government Food Service
“We are so appreciative of our long-standing 25-year club members and the dedication from this special group of employees. We’re grateful for the hard work and commitment they put in on a daily basis and congratulate them on 25-years of service to our Company. Thank you!” – Nico Foris, CEO “Each year we have the exciting opportunity to celebrate this great milestone with new 25-year Club inductees. We sincerely appreciate their commitment to Guest Services and hope to continue providing an industry leading company environment that recognizes their hard work.” – Jennifer Gafford, Director of HR
PROPERTY AWARDS •
Bear Mountain Inn – The Knot: “Best of Weddings”
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Lodge at Breckenridge – TripAdvisor: “Travelers’ Choice”
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Echo Bluff State Park – TripAdvisor: “Travelers’ Choice”
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Giants Ridge Recreational Area – Golf Digest’s Editor’s Choice Award “Best Golf Resorts in the Midwest”; Golfweek “Best Courses You Can Play in Minnesota” (The Quarry #1, The Legend #8); GOLF Magazine “Top 100 Courses You Can Play” (The Quarry #68); Golfweek “Ultimate Guide to Golf Course Living and Great Escapes” (The Quarry #36, The Legend #193); Golfweek “Top 100 Courses You Can Play” (The Quarry #47); Golfweek “Top Golf Resort Courses” (The Quarry #36); Golfweek “Next 100 Top Resort Courses (The Legend)
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St. Andrews State Park – Google Reviews: “Ten Most Popular Florida Beaches” (#2)
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Weeki Wachee Springs State Park – Tampa Bay Times: “Best of the Best People’s Choice Award Best Kayak Rental”
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Lodge at Wakulla Springs – The Wakulla News: “Readers’ Choice Award 2021”
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