Urgo Hotels Expands Asset Management Portfolio

To be the most respected hotel development, ownership and management company of leading brands in the industry
by providing our owners, investors, lenders and franchisors with solid returns on their investment, by investing in our
associates and providing them with the highest quality work environment and leadership in the industry; and by providing our guests with superior products and exceptional service.
Our Mission:
Volume 12
December, 2010
Urgo Hotels Expands
Asset Management Portfolio
Earlier this year Urgo Hotels began providing asset management services to the ownership group of The Kimberly Hotel, a first class European-style boutique suite hotel located in midtown Manhattan, New
York. The Kimberly features 192 luxury guest rooms and suites, and is
ideal for both business and leisure travelers. The roof top lounge and
restaurant, Upstairs, was recently renovated and offers spectacular 360
degree views through the retractable glass ceilings and walls.
Above: the entry to The Kimberly Hotel.
Below: a King Suite.
Above: Chrysler Suite
Below: the roof top lounge & restaurant.
Page 2
D ec e m b e r 2 0 1 0
New Hotels
On June 1, 2010, Urgo Hotels began managing the 194-room Red Roof
Inn in downtown Washington DC (pictured right). The ownership group
is RLJ Development. The hotel will undergo a complete renovation, and
after a three-month closure this winter, the hotel will re-open in March
2011 as the 198-room Fairfield Inn by Marriott Washington DC!
Located in historic Chinatown, the hotel is 3 blocks from the Washington
Convention Center, across the street from the Verizon Center, and
within walking distance to many theaters, museums and monuments.
An on-site restaurant serving lunch and dinner offers a convenient f&b
option for our guests.
Under the leadership of GM Donavon McDaniel, our 26 associates are
working hard to ensure a smooth transition during construction and
renovation, as well as repositioning the hotel for re-opening in the
spring.
THANKS to all the Urgo Hotels managers and
associates who participated in task force operations during the takeover of these hotels!
We could not have done it without you!!
The Doubletree Carson Civic Center Hotel joined
the UH portfolio of managed hotels on July 1, 2010.
The 244-room full service hotel, owned by Ensemble
Hotel Partners, is the first hotel in our emerging western region portfolio. The hotel offers over 5,000 sq
feet of function space, a full restaurant and in-room
dining, sports bar/lounge, and an outdoor heated pool
and whirlpool.
Ideally located just off I-405, the hotel is convenient to
both LAX and Long Beach airports. Two miles from
Home Depot Center Sports and Entertainment Complex
(home of the LA Galaxy and Chivas USA), and a short
drive to South Bay Pavilion, Del Amo Shopping Center,
Disneyland®, Universal Studios and Knott’s Berry
Farm, the Doubletree Carson is ideal for both business
and leisure travelers.
General Manager Larry Saward will oversee the day to
day operations of the hotel as well as new projects in
the area.
Page 3
December 2010
Hotel News...
On July 6, the Hilton Garden Inn Washington
DC hosted their associates to a Nationals baseball game and pre-game buffet. Members of the
Red Roof Inn Washington DC plus Homewood Suites and HGI Rockville also attended
creating a synergy of teamwork in the National
Capital area.
Associates from the Baltimore Residence Inn
volunteered at the Maryland Food Bank during
the Thanksgiving season. Team Baltimore and
the other volunteers packed 16,153 pounds of
food during the event. The food, which translates into 13,026 meals, was distributed
throughout Maryland.
The Fairfield Inn Syosset celebrated Marriott’s
Associate Appreciation Week this year by recognizing our employees and the diverse cultures
that have become our family. A picture was
taken of every employee, then put on the flag of
their country of birth along with their name.
Their smiling faces and flags were displayed
across our front desk (below) for our guests to
see.
Baltimore Residence Inn sales team Lindsay
and Alex (pictured below) met with over 400
brides during a recent bridal show, and shared
how our hotel could accommodate suites and
rehearsal dinners for future weddings. This was
Residence Inn's first show and was very well received. We look forward to attending more!
This holiday season the local chapter of the Boys
and Girls Clubs of America will thank the staff at
the Burlington Hilton Garden Inn team for
their continued support.
Throughout the year
the HGI staff volunteers their time and talents at
various events sponsored by the club: spring
clean up, golf tournament, etc. Andrea Vallerand, Sales Manager at the HGI, says the HGI
managers “are sponsoring a child this year, to
ensure the children of the club have a magical
Christmas and holiday gift to open Christmas
morning”.
The Courtyard by Marriott Stamford team
celebrated Miracle Jeans Day and Children's
Miracle
Network by
rocking
their favorite jeans!
Page 4
D ec e m b e r 2 0 1 0
The Hilton Garden Inn Washington DC Downtown and Executive Chef Christopher Willis are
pleased to announce their new restaurant concept, Grist Mill. The 64-seat restaurant and adjoining 40seat lounge will focus on American and International comfort food. "Comfort food also allows me to push
my culinary boundaries”, says Executive Chef Chris Willis. “Comfort food is very personal and very
regional. In Kansas City, it's ribs! In Boston, it's a clam bake and a lobster roll. In Madrid, paella.
Perhaps cassoulet in France. Comfort food evokes your fondest childhood food memories, and I am
focused on elevating them". The concept, slated to roll out in January, 2011, will be value focused, and
above all else, fun. “I want people to smile when they read the menu. It’ll be whimsical, and really
tasty.” The beverage program at Grist Mill will feature numerous local and regional beer and wine
offerings. “Our restaurant caters to many out-of–town travelers. We want to make sure that people have
a sense of discovery when they come to our restaurant,” says Food and Beverage Director George
Hummel. “The wine and craft beer community is growing in notoriety and quality. Promotion of that will
be a focus.”
St. Johns Courtyard began a partnership with
the
Janeway
Children’s
Health
and
Rehabilitation Center this year...and their
enthusiasm and fundraising efforts really paid
off for the local hospital! “I’ve been working
with Elizabeth Adams and her staff to come
up with great ways for them to get involved,
and they have really gone above and beyond;
especially considering this is their first year with
us”, says Janine Kerrivan, Manager of
Community Initiatives for the foundation. The
Courtyard team had a penny drive and raised
$887; a Hot Chocolate Stand outside the hotel’s
front door during the annual Santa Claus Parade
raised an additional $300; and they are still
counting the money raised from a 50/50 draw
the staff participated in. The team is already
planning next year’s fundraising events!
Above: St John’s Courtyard staff sell hot chocolate during the
Santa Claus parade, raising money for Janeway.
Associates at the Fairfield Inn Syosset held a food drive during the
Thanksgiving Holiday.
The hotel’s
outside reader board let the community know the hotel was collecting
food for needy families in the
area...and the results were tremendous!! For three days our staff took
turns collecting food and supplies donated by guests and the local community. The hotel collected enough supplies to give to two separate food
pantries supporting the local area.
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D ec e m b e r 2 0 1 0
Twice a year the Doubletree Brand promotes a program
involving individual hotels and their team members with
the students from a school within the community. The
program, “Teaching Kids to Care”, emphasizes issues
that range from the importance of recycling to the preservation and planting of trees. This year’s theme:
Community Drive to Fight World Hunger. The Doubletree Hotel Carson teamed up with 5th grade students
from the Bonita Elementary School in Carson, CA, to
explore the scope of hunger within their own community as well as across the globe. The students were encouraged to paint, draw or color a message inspired by
the class experience, and these pictures were then used
to decorate the food drive collection bins sponsored at
t h e
hotel.
“The artwork was perceptive and incredibly touching!”
says Sheila Causing, Sales Coordinator of the hotel.
(One student’s work displayed left.) To enhance the
experience, the Doubletree Hotel Carson invited the
students for a hotel tour. Once in the kitchen, Chef
Danh Kom (pictured above) demonstrated the variety
of smart food choices that can be made, even in fast
food restaurants. The students then proceeded to the
ballroom, where a healthy, yet delicious buffet lunch
had been created exclusively for them by Chef Danh.
This experience -- our hotel, our philosophy, our team
-- was a win-win for the community and, most importantly, through the eyes of a fifth grader, for the students of Bonita Elementary School.
Wheelchair Games
For Kimberly Anderson-Felga, Hilton Garden
Inn Washington DC’s Director of Business
Travel Sales, the National Veterans Wheelchair
Games is an annual event to volunteer.
Kimberly
first heard about the National Veterans Wheelchair
Games through her longtime client, Paralyzed Veterans of America, with whom Kimberly has worked
with for a number of years. The Wheelchair Games,
an Olympic-style event, routinely attract more than
500 athletes with disabilities from across the nation,
military veterans all. The men and women compete
in 17 medal events over five days — from quad
rugby to basketball. “It’s one of the most inspirational things I have ever witnessed. It makes me so
proud to be a part of this country,” Kimberly said.
“These
athletes
have
sacrificed
limbs
and
more...defending our country. It is an honor to volunteer.” Kimberly and her daughter have already
signed up for next year’s event; the 31st National
Veterans Wheelchair Games take place in Pittsburgh,
PA, August 1-6, 2011.
Patricia and Alexandra, pictured
below with GM Patrick Miner,
won gift cards for their participation
in Residence Inn Story Days.
Page 6
December 2010
From our Guests....
“Today was my last day of a
16 week stay at the Hampton
Inn in Garden City. I could
not leave without letting you
know what an exceptional staff
you have there. Joe Rosanio
has done a wonderful job of
managing a remarkable group
of employees who take their
roles seriously and carry out
their responsibilities diligently
and courteously. What made
the 16 weeks away from home
most tolerable, was the "Wow"
factor from your staff. Beginning with Debra
Russo
who coordinated my stay and
made sure everything was just
perfect, to the staff, I was
made to feel welcome and appreciated. Everyone there deserves recognition for outstanding service but I would
like to call out 4 staff members
who repeatedly offered the
best service: Theresa, Evelyn,
Ferdie
and
Mahrooz.
Whether Evelyn
was behind the desk or working the breakfast shift, she
never failed to smile and greet
me with her sunny disposition.
Ferdie could not be
more accommodating in making sure I was eating a good
breakfast and addressing my
every need courteously and
warmly.
Theresa
and
MJ were the friendly faces behind the desk who I most often
dealt with and who could not
possibly have done more to
make my stay each week as
pleasant
as
it
always
was.
Upon check in every
Monday, I was greeted as if I
were a family member returning from a trip, and saying my
goodbyes to them this week
was bitter sweet. I trust you
will let them know how much I
appreciated their efforts.
Hampton Inn will continue to
be my choice for business related and personal travel accommodations. Best, Sue M.
(Hilton Gold member)”
“I have stayed at perhaps 50
Courtyard hotels. Stamford
Downtown is the best. The
staff is wonderful and makes
me feel wonderful. It starts
with Sean Meade and continues with Marie, Alejandra,
Leidy Monica, Carla, the
housekeepers, the valets,
the maintenance team, etc.
What a great property you
have here! Thank you. David
H.”
“Jeff, I wanted to thank you
for the warm hospitality of
your and your team during our
visit (Singer Island). Being
a Platinum member of Marriott
I see and stay in many Marriott properties, and yours is
definitely among the best. The
service was outstanding and I
was extremely pleased with
the attentiveness of your entire staff, from housekeeping
and maintenance, to Bellmen, front desk and others.
I also want to compliment Tori
LaBella for the incredible work
in securing our 2011 meetings.
This property was not in consideration for our 2011 business, however her professionalism, persistence, and pleasant demeanor made selecting
your property a No Brainer.
She is the best! I look forward
to seeing you again soon.
Great Job! Gary L.”
“Mr. Rish, I am writing to apprise you of the outstanding
service I received while a
guest at your hotel (HGI
DC)...I was unpacking in
preparation for a meeting at
the White House when to my
horror, I discovered I had
failed to pack a dress shirt
with my suit. As it was now
close to midnight, no stores
were open for me to purchase
a replacement before my
7:30am meeting. I called the
front desk and was put in
touch with George Hummel.
Ten minutes later, Mr. Hummel
was at my room with a freshpressed dress shirt and—
beyond all expectations—
exactly sized to my measurements! He would accept neither payment for the shirt –
despite my having offered “any
amount” to make this nightmare go away, nor would he
even accept a tip. My work
calls for me to travel a great
deal...and I can assure you
from direct experience that
most hotels do not have a
George Hummel on their team.
He is that rare individual who
can find a way when others
cannot. I would like to offer
my profound thanks to Mr.
Hummel, and to the Hilton
Garden Inn for what I consider
the equivalent of ‘pulling a
rabbit out of a hat’. Thank
you! Sincerely, Philip S.”
Page 7
“We spent our 10th wedding anniversary at your Marriott
Singer Island hotel...every aspect from the time we arrived to
the time we departed was outstanding. The bellman brought
every bag to the room from our
car INCLUDING our bottled water we had brought with
us...One of the light bulbs was
out in our kitchen the first night,
yet without us saying anything it
was replaced the next day when
the room was cleaned. Even the
man who delivered a crib to us
was very friendly and hospitable. The pool slide was an absolute blast -- I took my 20 month
old daughter down it no less
than 30 times. The Pool Staff
and Pool Bartenders always
had smiles...Santiago
and
Damian (restaurant) are two of
the best servers in the industry!
Frank in concierge was so
friendly and made us feel like
we were his most important
guests. The property and
amenities are outstanding but
the people that are running this
location are ALL truly amazing!
The whole property is such a
gem!” Craig C.
December 2010
and Vanessa meant more to us
than words can say. You can be
proud to have them on your
staff. Many thanks, Richard T.”
“It was a pleasure to deal with
the Garden Inn in Burlington
MA this month at our annual
gathering. We must commend
Andrea Vallerand, Andrew
Boardman, Jose Pena and
John Hellman as well as the
rest of the day and night staff
for their commitment to excellence. From the time we walked
in the door to the final billing
our only issue was, we had
nothing to complain about.
I
have handled the arrangements
for this gathering at other major
chain hotels and cannot remember one running so smoothly.
We sincerely appreciate all your
efforts to make our function
very enjoyable. Your staff made
this one of the best and by far
the easiest (for me at least)
gathering to host. We have received nothing but accolades
from those in attendance. The
bad news is you have raised the
bar to new heights for our next
gathering in Ohio. As I told Andrea before leaving, “pencil us
“Dear Lori, I recently stayed in for the same weekend in
again at the Fairfield Inn 2013”. Regards, Steve O.”
Syosset, this time for a family
funeral. Three of your employees gave the most considerate “Joe, Thank you for your supand helpful treatment to me and port in contributing to successful
my family during that difficult events to benefit the National
Cancer
Coalition
visit....Jason and Janese on Ovarian
the front desk, and Vanessa (NOCC). Your excellent service
from Management, all saw to and support before and after
it that we had a very quiet NOCC's National Board of Direcroom, and that when unforeseen tors Meeting was instrumental
changes happened, they took to its success. Your staff took
care of them without any hassle care of all of the details, from
and with great tact. At such a catering, to IT, to special remoment in our lives, the care quests - all were handled prowe received from Jason, Janese, fessionally and successfully!
Your staff exceeded our requirements, but Theresa Rosenberger deserves special recognition. When I notified you that
our Long Island Walk for Ovarian Cancer was short on bottled
water for participants, the
Hampton Inn team came to the
rescue...Theresa volunteered to
pick up the needed water from a
local discounter that afternoon,
and deliver it to the Walk in Eisenhower Park the following
morning. Talk about going
above and beyond! Thank you
to everyone at the Garden City
Hampton Inn. We highly recommend you! Sincerely, David
Barley CEO.”
“Patrick, Alex, Lindsey, and
Cathy, Thanks so much for the
efforts you all put forth in making our meetings go so well last
week (Baltimore RI).
Alex
and Patrick, you were right
there every time we needed
something, whether it was a
power strip or for someone to
watch our laptops while we ate
lunch. The meeting room was
perfect, the snacks and meals
were just right, we couldn't
have asked for anything more in
our sleeping rooms. Most importantly, the level of interest
and service you demonstrated in
meeting our needs was what
really distinguished you.
I
don't need to tell you that it's a
competitive environment at the
Inner Harbor. We called a number of hotels to explore possibilities. But nobody showed the
responsiveness you did to our
initial inquiries.
And nobody
could have offered us any more
in terms of service and attention
while we were on site. Thank
You! Gray W.”
Old Montreal SpringHill Suites
awarded the
2010 Springhill Suites Best
Renovation Award
at Marriott’s 2010 Owners Conference!
Urgo Hotels was also recognized among a select
group of franchise partners recognized for doing
business with Marriott for 20 years.