WHG NEWSLETTER
THE OFFICIAL QUARTERLY COMPANY NEWSLETTER OF WESTMONT HOSPITALITY GROUP CANADA
Dear Westmont Canada Family,
As we enter this season of gratitude, I want to take a moment to extend my sincere thanks to each of you for your outstanding efforts during Quarter 3 Your dedication and hard work have not only elevated our guests’ experiences but have played a key role in our hotels’ continued success.
MESSAGE FROM THE SR. VP OF OPERATIONS
SALIM MUKADAM
In recent years, we’ve placed great focus on building a strong employee culture that fosters engagement and empowers our team to deliver top-tier service. It’s because of your collective efforts that we’ve been able to improve both our service delivery and guest satisfaction. As a reflection of your commitment, in 2024, we were honoured with nominations for two Business of the Year awards. I’m proud to share that in September, Delta Regina was named “Employer of the Year” in Saskatchewan, and our very own Banquet Manager, Marla Felicen, won “Employee of the Year” in Saskatchewan. Congratulations to Marla and the entire Delta Regina team on these incredible achievements!
We are also thrilled to announce that Delta St. John’s is a finalist for the “Community Champion” Award, and we eagerly await the results. This recognition is a testament to our ongoing efforts to make a positive impact on the communities we serve. In addition, the 2024 MINA & Full-Service Owners Conference has nominated both Delta St John’s and Delta Regina for the prestigious Serve 360 Award. We’re also proud to share that Hilton Honors has named Hilton Winnipeg as the winner of the July Trailblazer Trek Sweepstakes, and Holiday Inn Lethbridge has been selected as the IHG Community Spotlight for their partnership with Big Brothers Big Sisters of Canada organization. These accomplishments reflect the incredible dedication and hard work of our teams, whose passion for service continues to shine.
Another highlight this year was the launch of the Cross Culture Connection initiative, which was embraced with enthusiasm across our portfolio. By celebrating diversity and highlighting the rich talents within our team, we continue to strengthen our culture and deepen our commitment to inclusivity. I am also grateful that our company marked the National Day for Truth and Reconciliation on September 30 through the wearing of orange shirts in our hotels and ensuring that those residential school students who never made it home are never forgotten.
The importance of gratitude and appreciation can’t be emphasized enough Your hard work and dedication have not only enhanced the guest experience but have also created a warm, welcoming environment within our hotels.
As we approach the Thanksgiving weekend, I hope you take some time to relax, recharge, and enjoy the company of your loved ones. Wishing you all a joyful and peaceful holiday filled with happiness and blessings. Happy Thanksgiving!
Like many of us, I stumbled into the Hospitality field after returning from MAT leave in 1988. I was transferred to the position of Accounts Payable at a hotel that my company had bought while I was off. I left the Markham Suites Hotel to become Assistant Controller at the Skyline Toronto Airport Hotel which is now known as the Delta Toronto Airport Hotel.
In 1991, I transitioned to the role of Controller at the Radisson Suites Toronto Airport. When Westmont Canada acquired the hotel in 1996, Essam Mohamed recognized my potential and brought me into the corporate office almost immediately. I spent a significant portion of the next six months in Winnipeg, serving as Interim Controller and training my replacement. Since then, I’ve devoted my career to Westmont, and I’ve never looked back.
Over the nearly 30 years with Westmont, I’ve had the privilege of wearing many hats, including Trainer, Regional Controller, Senior Corporate Accountant, and most recently, Operations. I’ve been fortunate enough to visit all the Canadian hotels we’ve owned, along with properties in the US, Mexico, and Germany, either as a trainer or in a fill-in capacity. I’ve had the pleasure of working with some incredible individuals, many of whom I consider dear friends, and I still keep in touch with several across the country.
My family has been incredibly supportive of my role and the travel that came with it. Both of my children have followed me into the hospitality industry, and many dinner conversations revolved around Revenue Management strategies and controlling F&B costs. I’m pretty confident that my husband could give a seminar on inventory control at this point!
Over the past three decades, I’ve learned so much and am deeply grateful for all the opportunities I’ve been given. I look forward to continuing my journey, further expanding my knowledge, and embracing the challenges of my evolving roles at Westmont. Thank you to everyone who have aided my path
“BOSS
OF THE BOSS” CATHERINE GRAHAM
Regional Controller / Operations / Trainer / Senior Corp. Accountant
We recently stayed at and worked with the Hilton Winnipeg Airport Suites for a family wedding and our entire experience was excellent. The staff is incredible to work with; Karen, Brian, Malek, Fu and all the staff made our stay and the wedding itself really special. They answered all of our questions and accommodated our requests and last minute changes with ease, truly a great group of people. From the front desk to the lounge and banquet staff, the service is top notch. Thank you all again!
Hilton Winnipeg Airport Suites
Jack Welch
PROMOTIONS
JOELDOUGLAS
JULIABAEK
Revenue/ReservationsManage
DeltaRegina
CAMILLEAMPLEMAN
Food&BeverageSupervisor
HiltonWhistlerResort&Spa
StaffAccounting
HiltonWhistlerResort&Spa
NIMISHAMOHAN
FrontOfficeSupervisor
HolidayInnLethbridge
MANALASHFAQ
AssistantSalesManager
HiltonWinnipegAirport
RISAALLAS
AsstFrontOfficeManager
HolidayInnEdmontonSouth
I always return to the Holiday Inn at Gateway Blvd whenever I visit the province. The staff at this hotel are incredibly welcoming and helpful throughout my stay. The rooms are clean and very comfortable. I also enjoyed the delicious breakfast each morning and appreciated the convenient location close to shops and restaurants. I always have the best experience - their exceptional hospitality, clean rooms, and safe environment are the highlights of my stays. Thank you so much for making my trips to Edmonton perfect every time. A special thanks to Ms. Iren and Sir RJ for the warm welcome, as well as to housekeeping staff Ms. Justina and Ms. Josie. Until my next visit, I will definitely recommend this hotel to everyone looking for a place to stay in Edmonton!
Holiday Inn Conference Ctr Edmonton South
ROBYNSUTHERLAND
NAVPREETMANN
GuestServicesManager
HiltonWinnipegAirport
FELIPEREYES
MaintenanceSupervisor
DOMINIQUEHIRSCH
OperationsManager HIExpressMedicineHat
MELISSAB Director FourPoint
HiltonWinnipegAirport
STANLEYRODRIGUEZ
Groups&MarketingManager
HolidayInnPeterborough
ELIZABETHMCCARTHY
AsstFrontOfficeManager
HiltonWhistlerResort&Spa
PAMELATULLY ateringManager
dayInnPeterborough
GOOD NEWS STORY
Today, we made history!
For the first time since the height of the oil boom in 2014, our hotel has surpassed previous records in occupancy, revenue, and ADR! In 2023, we came close in occupancy but fell short in revenue and ADR. However, when we compare our performance against the 2019 pre-pandemic benchmarks, we crushed those numbers in 2023, and in 2024, we truly knocked it out of the park!
GRANT RICE
GM SPOTLIGHT
What’s your approach to developing and mentoring talent within your team? My approach to developing and mentoring is all about leading by example and giving feedback on the spot. I like to show that any job can be done if we work together I believe in open communication titles shouldn’t hold anyone back, and my door’s always open for anyone who wants to talk I want my team to feel comfortable sharing their ideas and concerns. I’m big on learning through doing, and I’m always encouraging people to push themselves to grow Regular one-on-ones are key for me to understand their goals and help align those with what we’re working towards as a team.
Name one of the biggest changes you’ve seen in the hotel industry and one within Westmont over the years, and how have you adapted? One of the biggest changes in the hotel industry has been the move towards technology. From reservation apps and social media feedback to QR codes for customer service, tech has totally changed how we connect with our guests At Westmont, I’ve also noticed we’re putting more focus on recognizing and supporting employees, along with improving what we offer to keep up with what today’s guests are looking for.
SERVICE ANNIVERSARIES
What are some personal habits or routines that help you manage the demands of this role? Procrastination is definitely my biggest enemy, and I have to stay on top of it if I want to get things done. I rely heavily on my calendar as my daily guide. My routine starts with a walk around the hotel to make sure everything’s running smoothly I check in with the Front Desk, Breakfast Servers, Cooks, Maintenance and Housekeeping to get a good feel for how the day is starting After that, I spend about an hour and a half reviewing reports, guest feedback, and setting my team up for success, which wraps up with our daily stand-up meeting with department heads The rest of the day is a mix of tasks and meetings that help me stay on track. I aim to knock out most of my tasks within 24 to 48 hours, and I like to finish bigger projects at least a day before their deadlines
What’s your “secret weapon” for dealing with stressful days at work – chocolate, coffee, or something else? On really stressful days, my go-to secret weapons' are music and coffee. If I’m feeling overwhelmed, I’ll step out of the office for a quick walk around the floors, shake it off, and then get back in the game
What’s one hotel amenity you secretly wish you could take home with you? The hotel mattress and pillows, hands down They’re the most comfortable I’ve ever tried, way better than any other brand I’ve come across
WELCOME TO THE WORLD!
SERVICE SCORES
In the third quarter of 2024, we're thrilled to report that many of our hotels have not only exceeded their service score targets but have also seen impressive growth in loyalty enrollment. Furthermore, all listed properties have shown significant year-over-year improvements, underscoring our steadfast commitment to excellence. We truly appreciate your dedication and contributions to our success. As we enter the new quarter, let’s move forward with renewed enthusiasm and determination, confident in our collective ability to deliver exceptional guest experiences!
SERVICESCORES
HolidayInnLethbridge 766/715,YoYgrowth7%
HolidayInnPeterborough 732/728,YoYgrowth1%
ComfortInnBrantford 806/77,YoYgrowth5%
FourPointsHalifax 544/506,YoYgrowth8%
DeltaSt.John's 64.4/63.5,YoYgrowth1%
SheratonNewfoundland 62.8/56.7,YoYgrowth11%
ArcOttawa 84.5/83.9,YoYgrowth1%
I had an amazing stay here! The rooms were clean and comfortable, and the service was outstanding. Bilal is such a hard worker and was always pleasant every time we passed through the lobby, making sure we were satisfied with our stay - exactly the kind of person you want in the hospitality industry.I would recommend this location to anyone. Thank you!
Comfort Inn Brantford
Hilton Winnipeg 626%/130%
Hampton Inn Saint John 46.9%/11.0%
Delta St John’s 366 /292
Four Points Halifax 147 /106
Delta Regina 434 /274
Holiday Inn Peterborough 273% / 15%
Holiday Inn Winnipeg 36% / 15% Holiday Inn Lethbridge 294% / 15% Holiday Inn Edmonton 22.31% / 15%
KHALEESI
Mykola Dorosh & Faith Hill, Hilton Winnipeg Airport
HAZEL
Vishavdeep, Delta Regina
MOHAMMAD
Mehnaz Patel, Delta Regina
BIG WINS
Holiday Inn Ottawa Dwtn Parliament Hill
Immigration Canada | 20,930 RN - $3,118,570 Revenue
Best Western Plus Winnipeg
Red Cross | 6,171 RN - $1,074,109 Total Revenue
Holiday Inn Ottawa Dwtn Parliament Hill
Temple & Temple | 2,050 RN - $368,325 Revenue
MANAGEMENT NEW HIRES
Totalsbasedontop5piecesof businessfromeachhotelin eachregion WEST 114,470 RN / $3,146,200 CENTRAL 127,768 RN / $4,253,335 ATLANTIC 6,122 RN / $1,940,011
KUDOS CORNER
HEATHER McKINNON
Delta St. John‘s & Sheraton Hotel Newfoundland
Congratulations on being nominated in the “Community Champion Award (20+ Employees)” category at the 2024 St. John’s Board of Trade Business Awards, Heather!
MILAGROSCHARRIEZ
ConferenceServicesManager
DeltaRegina
KIMBERLEYWALL
DirectorofSales
HiltonWhistlerResort&Spa
NICOLEWALL SalesManager
1
MOHAMEDHADOU
CorporateSalesManager
HiltonWhistlerResort&Spa
HolidayInnEdmontonSouth
There is simply no substitute for hard work when it comes to achieving success.
Heather Bresch
TEAM DELTA REGINA & MARLA FELICEN
Delta Regina was the recipient of the Hospitality Saskatchewan Employer of the Year award and our Banquet Manager – Marla Felicen was the recipient of the Hospitality Saskatchewan Tourism Employee of the Year award.
As always, this hotel provides us with a great place to stay whenever we are in the area, whether coming or going. You are our go-to hotel, and we always recommend you to our friends.
Best Western Plus Winnipeg Airport
EMPLOYEE RECOGNITION | 2024-Q3 WHG SUPERSTARS
Every quarter we recognize those employees who stood out for delivering exemplary hospitality, going above and beyond and being integral to the success of our company. Each employee will receive $100 in Bucketlist points and certificate of recognition for their hard work.
PATRICIAMILA Cook
ArcThe.HotelOttawa
PAMELLABOUZANE RoomAttendant HamptonSaintJohn
LEONARDBATILLER NightAuditor HolidayInnLethbridge
OLGAGOLOVINA GuestServicesAgent BestWesternPlusWinnipeg
CERWINBONDOC GuestServicesAgent HiltonWinnipegAirport
MADDISONKINRADE LaundryAttendant ComfortInnBrantford
JOSSELYNHUACONROSALES
Res&GroupsCoordinator HiltonWhistlerResort&Spa
HANNAHDEMIDOVICH F&BServer HolidayInnOttawaDPH
ESTEBANARDILA BanquetServer HolidayInnPeterborough
JANKIPATEL GuestServicesAgent DeltaRegina
MAHABUBARAFAT LaundryAttendant HolidayInnWinnipeg
PETERCOLLINS ChefdePartie SheratonNewfoundland
SHERIJOHNSON
RoomAttendant DeltaSt John's
SANJAYUNNIKRISHNAN Cook
FourPointsbySheratonHalifax
MARTHATOBAR RoomAttendant HolidayInnEdmontonSouth
CRISHAAGUILA GuestServicesAgent TheParkHotelLondon
JOAONASCIMENTO
BreakfastAttendant HIEXMedicineHat
JOSEPHINECAYQUEP
RoomAttendant TravelodgeVancouverAirport
WE WANT YOU ON OUR TEAM!
WE ARE (ALWAYS) HIRING! Scan the QR code with your smartphone to visit our CAREERS CENTRE for our current position openings.
Our personnel mission is to build one of the finest employee cultures in the hospitality world through great benefits, unique rewards and recognition programs, attentive training, and supportive work environments.
HOUSEKEEPING HACK
3 Easy Ways to Remove Water Stains from Wood — No Special Cleaners Needed!
Water stains on wood surfaces can be frustrating, but there are several effective ways to remove them. The method you choose depends on the colour and severity of the stain. Here’s a quick guide to identify the type of water stain and the best cleaning techniques to restore your wood's natural beauty.
· White stains: These occur when moisture gets trapped in the wood's finish. Cleaning methods work well on these stains.
· Dark stains: Darker rings mean the liquid has reached the wood, and you may need to refinish the surface.
1
Combine Vinegar and Olive Oil for a DIY Wood-Stain Remover
Vinegar and olive oil can act as a powerful duo against stubborn water stains. The vinegar will help remove the stain, while the olive oil acts as a furniture polish.
2
Remove Water
Stains with Baking Soda
Form Paste. Start with 1 Tbsp of baking soda and add water in small increments until a paste forms. Rub In. Use a microfiber cloth to gently rub the paste into the surface of your water stain. Wipe Clean. Wipe away any remaining paste with another dry microfiber cloth.
3
Remove Water Rings with a Hairdryer
The heat from a hairdryer will quickly dry up any water sitting near the wood's surface, which can prevent lasting stains. Aim the hairdryer towards the stain and hold until the stain disappears. Polish the table with furniture oil. If you don't have furniture oil on hand, olive oil works, too.
MARLA FELICEN Banquet Manager Delta Regina
RUTARAJ SHARASBUDHE Second Cook Sheraton Hotel Newfoundland
CELEBRATIONS & TEAM EVENTS
CELEBRATIONS & TEAM EVENTS
COMMUNITY INVOLVEMENT
HOLIDAY INN PETERBOROUGH WATERFRONT
Kids Against Hunger Canada: We are proud to have supported this organization this year by donating a gift certificate for their annual fundraising campaign.
HAMPTON SAINT JOHN
Kourtney Creamer Foundation Fundraiser: Every year so far we have sponsored a prize to be used for their fundraiser. Some team members know the family and supporting our community directly is what we care about.
Boy Scouts of Peterborough: We are excited to share that we contributed to the Boy Scouts of Peterborough by donating a gift certificate for their fundraising auction. Our donation helps support their important programs that encourage leadership, community service, and personal development in youth. It’s an honour to be able to give back to such a wonderful organization that positively impacts the lives of young people in our community.
DELTA ST. JOHN’S
Jimmy Pratt Outreach Centre: for our monthly contribution we served almost 250 clients this quarter. Thank you to our Culinary Team and all associates who could donate their time.
Cardiac Rehab Walk Fundraiser: We are once again happy to support fundraising efforts for Cardiac Rehab. They can count on your support yearly.
Lifepoint Church Youth Event: We are happy to support the Life Point Church for the youth event. They have supported us through the years and our relationship continues to build.
Saint John Hotel Association: Our team competed in the Hotelympics sponsored by the SJHA. We won 2 games and believe we were the best dressed. The team earned prizes and had a great time. Next year we will win the trophy.
Salvation Army: Our hotel is proud to donate needed materials to the Salvation Army. Our community outreach team does their best to serve all aspects of the community.
COMMUNITY INVOLVEMENT
DELTA REGINA
Newo-Yotina Friendship Centre: The team prepared and handed out many during their meal program.
North Central Family Centre: The team sponsored an afternoon snack for the kids program. We took watermelon, ice cream and chips for the 75 plus kids that attend the program each day.
Canadian Blood Services: Team Delta donated blood.
Two Spirit BBQ: We participated in the Two Spirit BBQ which was held by one of our downtown community outreach programs. We baked and handed out over 500 cookies to attendees.
Regina Humane Society: They put out a call for help as they did not have enough food to feed their cats. We helped them with enough food to feed all the cats for a couple of days.
Children’s Miracle Network: Delta Regina held their annual Rootbeer Float fundraiser to raise money towards this cause.
National Lacrosse Championships: We were the host hotel for Team BC Members of our sales team volunteered and spent time at the event keeping score and working the penalty box.
Halifax U17 Girls Soccer: Latitude 44 Restaurant BBQ / Hot dog sponsor donation to help a local U17 girls soccer team follow their dreams and head to Nationals! Sponsor –they raised over $700 on this one event
Giving For Good: Planting trees in our community
HOLIDAY INN EDMONTON SOUTH
FOUR POINTS BY SHERATON HALIFAX
COMMUNITY INVOLVEMENT
HILTON WINNIPEG
Canadian Blood Services: Our team continued the tradition of participating in the Winnipeg Blood Drive
Main Street Project: Our team donated sandwiches and drinks
Craig Street Cat Donation & Winnipeg Humane Society: we donated food and toys for the animals
Siloam Mission: we donated linen and bottled water
Indigenous Healing Women’s Centre: Our team donated supplies
Diabetes Canada: donations
HOLIDAY INN LETHBRIDGE
Interfaith Food Bank Society: Our team successfully collected and contributed food to this great organization. A heartfelt thank you to all staff members who participated in this event and supported this worthy cause. Your generosity has made a significant impact, and we appreciate your commitment to giving back.
Hilton Winnipeg supported nsoring a hole in golf tournament.
ALBERTA WILDFIRE RELIEF: recently held a fundraiser to support Alberta Wildfire Relief. Our hearts go out to the residents of Jasper who have lost their homes. We extend a huge thank you to the rescue teams, community supporters, and government agencies for their incredible efforts. We are especially grateful to all our staff members who contributed to this event and to our valued guests for their generous donations. Your support makes a significant difference. Thank you to the dedicated Management team who made this event successful.
HOLIDAY INN WINNIPEG
Main Street Project: donated food, helping to provide meals
Siloam Mission: donation of disposable items to support our local community
Sri Chinmoy Oneness Home - Peach Run: We are proud to be part of this inspiring event and contribute by providing complimentary rooms to participants, giving them a chance to relax & rejuvenate after their run.
2024 WHG CROSS CULTURE CONNECTIONS
2024 WHG CROSS NNECTIONS
CHEF’S CORNER
THIS OR THAT PUMPKIN PIE BITES FOR THE KIDDOS
Embrace the fall season with these deliciously adorable treats! These delightful pumpkin pie bites are bursting with the rich, cozy flavors of pumpkin pie, making them the perfect addition to any autumn gathering.
INGREDIENTS
15 oz pumpkin puree (425 g), 1 can
12 oz evaporated milk (355 mL), 1 can
¾ cup sugar (150 g)
1 teaspoon cinnamon, extra for taste
¼ teaspoon ground cloves
½ teaspoon ground ginger
½ teaspoon salt
2 eggs
2 pie crusts, refrigerated Whipped cream
Ice cream
PREPARATION
1. In a bowl, mix the dry ingredients thoroughly.
2. Add the eggs and pumpkin, and mix.
3. With a jar lid, cut 12 4-inch (10 cm) circles out of the pie crust. Press into each of the cups of a greased muffin tin.
4. Pierce the bottoms of the crust gently with a fork.
5. Fill each pie crust to the top with filling.
6. Bake for 20-30 minutes, until top of crust becomes golden brown.
7. Add your favourite ice cream or whipped cream with a pinch of cinnamon powder
GINGER BEER MOCKTAILS
Prep Time: 10 minutes | Servings: 1
An easy non-alcoholic drink with only 6 simple ingredients. You'll love the hints of cinnamon and maple in this fall inspired mocktail.
INGREDIENTS
3 tbsp maple syrup
⅓ cup orange juice chilled
4 tbsp simple syrup chilled
¼ tsp orange bitters
2 tbsp freshly squeezed lime juice
1 cup Ginger beer chilled
PREPARATION
GINGER BEER MOCKTAIL
RIM & GARNISH
2 tbsp water
2 tbsp granulated sugar
1 tsp cinnamon
1 lime wheel per glass for garnish
1. To rim the glasses, start by pouring the water into a small bowl. In another bowl, mix together the white sugar and cinnamon Dip the rim of the glass in the water, then twirl it in the sugar mixture.
2. To build the drink in the glass, carefully pour in all the ingredients except the carbonated drink Stir then top off with the ginger beer
3. Gently stir.
4. Garnish each glass with a lime wheel and enjoy immediately
A N A D A n e w s l e t t e r
