hmc times - Hospitality Management Corporation

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NEW EMPLOYEES TO HMC
Christy Austin, Corporate Executive Assistant
Tex Ball, General Manager - Microtel Inn & Suites Kenedy, TX &
Holiday Inn Round Rock, TX
Donna Barrett, General Manager - Holiday Inn Round Rock, TX
Jill Fishler, Controller/Manager - Best Western Oasis Pahrump, NV
Cindy Flues, General Manager - La Quinta Inn & Suites, Pearsall, TX
Kaycee Martinez, General Manager - Hampton Inn, Pleasanton, TX
Terri Nelson, Acct/HR Manager - Country Inn & Suites Austin, TX &
Holiday Inn Express Round Rock (South)
FEATURED HMC PROPERTY
LA QUINTA INN & SUITES
PEARSALL, TX
HOTEL AMENITIES
HMC ANNIVERSARIES
(10+ Years)
Sheraton Harrisburg Hershey
Darlene Hershberger, Housekeeping - 29 Years
Iris Ruiz, Houskeeping - 19 Years
Phorntipha Chennavasin, Front Desk - 18 Years
Radisson Hotel Harrisburg
Susan Westford, Accounts Receivable - 23 Years
Dorothy Wissler, Houskeeping Manager - 15 Years
Kyle Shepherd, Cook – 11 years
Dana Shellenberger, Banquet Server – 11 years
Valerie Crawford, Housekeeping – 10 years
John Sheppard, Dishwasher – 10 years
HMC CORPORATE OFFICERS
Leo Spriggs - President/CEO
Bill Sullivan - EVP/CFO
Daniel Killian - EVP, Accounting
Del Robinette - VP, Sales & Marketing
Gerald Morris - VP of Hotel Operations
Patrick Bajdek - VP Development
Libby Shaw - Dir. of Human Resources
Email submissions for next
edition to:
[email protected]
Cindy Flues
General Manager
The Pearsall area is ideal for local
hunters as it boasts the world’s largest
population of whitetail deer and is
a major flyway for the United States’
largest dove population. The hotel
is conveniently located on Interstate
35, at the halfway point between San
Antonio & Laredo, and is close to the
Wilson Whitetail and Wing Shooting
Ranch, the old Frio County Jail and local
restaurants.
(Continued from page 1)
The common ORM mistakes include:
The 2ND ANNUAL
“CUTEST PET CONTEST”
is around the corner!
Start taking those photos of
your favorite furry friends to
win fun prizes!!! More details
to come...
JANUARY
Summer
2016
HMC EMPLOYEE RECOGNITION FOR LYNN PILCHER, AREA CONTROLLER
Lynn Pilcher began her career with HMC in 2010 as a Part–time Accounting Clerk at the Holiday Inn Midtown in Austin,
Texas, and then promoted to a full–time Accounting/Human Resources Manager at the Holiday Inn Express in Austin
in 2011. Based on her many accomplishments in her role and varied hospitality background prior to HMC, she was
promoted again to Area Controller in 2013, overseeing the accounting processes for multiple properties over the past
several years.
Time and time again, Lynn has proven to be an invaluable asset to HMC, even more so when put in positions with greater
responsibility. Her achievements as an hourly employee led to her first promotion and full–time status with the company
where she took the accounting and human resource areas to a new level and set the standard for all other Accounting
Managers. After her promotion to Area Controller, she began to oversee the accounting effort for three limited service
properties in the Eagleford Shale region in South Texas. Because of her continued success, she was quickly elevated to
oversee accounting for seven hotels, while recruiting and training an assistant, Shelba Valenzuela.
170 Medical Drive
Pearsall, TX 78061
(830) 872-3277
hamptoninn3.hilton.com
17950 Preston Road
Suite 710
Dallas, TX 75252
Phone; (972) 934-2040
hospitalitymgt.com
HMC TIMES
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Mistake #1 – Giving Users a Horrifying Website Experience
A horrifying website (dated information, fuzzy images or difficulty in
contacting you, etc.), can put people off very easily. It’s critical to give a good
first impression. Almost 5 out of 10 people will immediately cite a website’s
design as the main factor in deciding whether or not to trust a business.
Mistake #2 – Flaunting a Vague, Ineffective USP
Your USP (Unique Selling Proposition) is the dividing line between success
and failure. Can you clearly communicate the benefits your customers will
have if they choose you? If not, how will they know that you have a winning
product or service?
Mistake #3 – Falling Prey to Procrastination
If someone posts a review indicating they had a horrible experience with
one of your staff, and you respond after days, or even worse – don’t
respond at all - the customer immediately blacklists you as an irresponsible,
unconcerned brand. When people have taken their time to talk to you, it
means there is room for winning their favor.
Mistake #4 – Creating Fake Reviews
The worst thing you can do is to fake reviews that throw way too many
compliments at your brand. It’s like fooling your audience and people see
through it. If your product or service hasn’t received reviews yet, please don’t
write them yourself, or pay someone to write one. Guests are leary, and if
they discover that you’re creating fake reviews, it will be incredibly difficult to
recover their trust.
She has adapted amazingly to this workload and has been instrumental in implementing HMC’s accounting policies and procedures despite the limited
staffing available in some of the more remote locations. In fact, given that these are relatively new assets for HMC, she has also developed many of the
procedures and training methods to assist the General Managers in handling their roles at the properties, thus adding other accounting duties.
In addition to managing her current workload, she has provided assistance in other areas for HMC’s Corporate Accounting staff. The following is just a
short list of her accomplishments over the past few years:
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Worked Closely with Oilfield Lodging in developing their billing system and purchase order platform to create quicker and more accurate
payments and minimizing accounts receivable turnover.
Developed HMC’s tax exemption procedures.
Impleted methods and processes for Corporate Lodging Consultants for expedited payment.
Coordinated multiple successful audits for Wyndham in a detailed and timely fashion.
Provided outstanding training (including Opera System) for General Managers on AR/AP and payroll handling, as well as spending
countless hours on accuracy and follow-up.
Assistance with property transitions.
Successfully completed an audit for Oilfield Lodging that resulted in a 90% payment on accounts receivable that were aged in excess of
two years.
HMC wants to openly recognize and extend its gratitude and appreciation to an employee who goes above and beyond when called upon. The company
flourishes only by the hard work of the people in their organization and Lynn is a tremendous ambassador. We are incredibly proud to have her as a part
of the HMC family.
The Importance of Online Reputation Management (ORM)
Current and future hotel guests have unlimited access to social media and online travel sites and it’s critical that the monitoring of these sites is a daily
priority. You should never underestimate the cost of a poor reputation as bad reviews can have a huge impact on your overall brand, as well as future sales
and revenue opportunities.
So why are people saying bad things about us on the Internet, and what can we do about it?
It can be unsettling to see defamatory remarks appearing online, especially when the notations may not be constructive and or include outrageous
accusations and even slanderous or libelous remarks. Even worse, the negative reviews are often on websites that rank high in search engines, so
anyone doing a search on the company name will probably see them. Whether the comments are true or not, these negative search results jeopardize the
company’s online reputation. In addition, it’s a lot more expensive and difficult — sometimes impossible — to clean up a reputation after negative comments
appear online than it is to be proactive.
Plus, just because the results are good today, doesn’t mean they’ll be that way tomorrow. Search engine results can change at any time based on recent
news, social media, algorithm changes or a number of other factors. Creating and keeping a positive online reputation is a continuous, ongoing process that
all brands need to be involved in.
It’s also critical to have “Constant Monitoring” of online brand mentions and sentiment, and strong threat detection and protection. Because social media
happens in real time, customers expect fast responses. To prevent minor problems from becoming reputational crises and to maintain a good reputation
during a crisis, communicate and respond quickly. Fast communication is especially important if the crisis involves product/service quality and safety or the
security and privacy of customer or employee information (continued on page 4).
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FULL-SERVICE STAR MANAGER
Sarah Lagyak is our Full-Service STAR Manager
from The Sheraton Harrisburg Hershey. She has
been employed by the hotel since June of 2008,
as a Front Desk Clerk. She has also held various
positions in the Sales Office and at the Front
Desk. Prior to joining the Sheraton, she was
employed at the Radisson Hotel Harrisburg, PA,
which HMC also operates.
She is always open to accepting additional
responsibilities, especially during recent
renovations including:
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Preparing a schedule of all room types and punch items that needed
to be addressed to complete each room.
Working closely with the contractor to assign rooms on a daily basis to
complete outstanding items.
Assisted with the Engineers and Housekeeping staff to get rooms
being worked on turned over and back in service.
Being solely responsible for all temporary signage and notifications to
the guests regarding any inconveniences that they experienced during
that time.
Is also VIP and Club Services Manager and is the first point of contact,
ensuring all amenities and requests are managed for guests by
personally checking every room and handling all unexpected requests
in a professional and courteous manner.
All this was completed in addition to her regular duties. Based on the
above and her continued dedication to raising guest experiences, HMC is
happy to select her for this award.
SELECT-SERVICE STAR MANAGER
The Microtel Inn & Suites Kenedy and HMC
would like to congratulate Michelle Pena as the
Select-Service Star Manager of the Quarter.
Tex Ball, General Manager, shared “Michelle
is, hands down, the best FOM I have worked
with in any hotel. Dedication does not begin
to describe Michelle’s work ethic. She actively
seeks out what needs to be completed and
sets out to accomplish any task set before her.”
Pena also makes sure that other associates,
in all departments, meet their objectives each day. She has on many
occasions, folded laundry while making sure the desk is covered in
order to keep housekeeping on track and is one of the primary reasons
for Microtel Inn & Suites Kenedy receiving an “A” grade on their recent
Wyndham QA inspection. She noted what was lacking the previous year
and directed staff to make corrections to avoid being penalized for the
same infractions. Pena has patience and understanding, and has been
called at home during the night, days off and even during vacation to
answer questions for GSRs without the slightest note of irritation or
impatience.
In addition, Her level of engagement in the success off the property
is without peer. This hotel was able to recover a former client directly
because of her willingness to engage a former guest in the local
supermarket when she recognized him. She brings great credit to herself
and this hotel and it is with great pride that we recognize Michelle Pena
with this award.
FULL-SERVICE STAR ASSOCIATE
HOW TO BEST PROVIDE FOR YOUR
GUESTS TECHNOLOGY NEEDS
Radisson Hotel Dallas - North has nominated this
issue’s Full-Service STAR Associate selection,
Vanessa Mendoza.
She goes above and beyond daily to assure
her team and the hotel guests are taken care
of. Mendoza has worked for the hotel since
HMC’s arrival in September 2014 working in
the restaurant as a server and in Housekeeping
making sure the hotel runs efficiently. In addition,
she has taken on the responsibility of stepping
up to the front desk, ordering supplies for the
Gift Shop and training new employees all while providing friendly and
professional guest service.
Mendoza was one of the first at the desk to achieve a perfect Signature
Training call, a 5 out of 5 rating. She also did several coaching calls
in order to proficiently learn the material. The hotel also tracks when
a team member is named on a survey or on social media and she has
lead the way for Radisson Hotel Dallas - North with five different reviews
expressing their gratitude for her outstanding service and as a star
employee at the hotel. Even after a car accident in April 2015, she never
let it slow her down. She finished her rehabilitation on her leg and ankle
while still working at the front desk and even assisting in the restaurant
and with housekeeping. She has been the hotel’s anchor at the front
desk. Lastly, she is always willing to work any shift necessary with a
smile.
Thank you Vanessa for a job well done!
SELECT-SERVICE STAR ASSOCIATE
Spencer Turner is this issue’s selection for
Select-Service Star Associate of the Quarter on
behalf of the Baymont Inn & Suites in Big Spring,
Texas.
Turner is a true Star Associate. She joined the
team before it’s official opening and has become
a valuable asset to the property. Baymont Inn &
Suites currently has the #1 Spot for its participation
in Company Tracker.
She remains diligent on following important
companies staying with the hotel and insures they are tracking for all
stays. Turner does not consider herself solely a front desk associate, but
refers to herself as a “Baymont Team Member” and covers for breakfast,
housekeeping, and night audit. The team knows they can reach out to her
for any help or questions at any time without question. She is vital to the
team and receives numerous positive guest reviews for her consistent
commitment to clients and guests.
HMC is proud to have her as part of our growing family!
“Very Friendly and Clean Hotel.”
The hotel was really nice and clean. Spencer checked me in quickly and
was very friendly. Jessica was also very friendly when I had some questions
about the hotel and area. Spencer also went up and got my pillow that I had
left in the room and had it at the front desk when I drove by to get it. I will be
staying here again when I am passing through.
BEST WESTERN PAHRUMP SUPPORTS
TEXAS 4000’s BIKE RIDE FOR CANCER
The Texas 4000 is the longest annual
charity bike ride in the world over 72
days, starting in Austin on Day Zero, the
team splits on Day Two into the Sierras,
Rockies, and Ozarks routes and later
reunites in Canada to ride the last nine
days together into Anchorage, Alaska.
Each rider logs more than 4,000 riding
miles throughout the course of the
event with the goal of raising $850,000
for cancer prevention and research.
John Cousins, Best Western Pahrump’s
GM, met up with the riders on day 22
just outside Las Vegas and rode with
the group to Pahrump. The group had already logged over 1,200 miles.
Vendors are creatively engineering new ways to make
charging stations plentiful, seamlessly integrated
and versatile. Self-charging plates and outdoor, solar
technologies are on the horizon. The other takeaway is the
emergence of outdoor spaces in hotels; it’s not enough to
simply have a pool anymore. While new hotels incorporate
engaging outdoor spaces, renovations offer opportunities
to transform existing amenities.
Properties will soon help guests recharge their batteries - literally and
figuratively - by sitting by a cozy fire pit under the stars, while they rest
their beverage of choice on an end table made of a charging-enabled
counter top.
Gone are the days when guests are simply looking for a pool as the
property’s chief outdoor amenity. The concept of outdoor spaces is
being revamped to include resort-like pool decks, fire pits, rooftop
lounges, water features and scenic overlooks. While the wellness
benefits abound, these spaces have the added benefit of making
guests feel at home and social.
COUNTRY INN & SUITES AUSTIN
CELEBRATE RE-GRAND OPENING
To find out more about this amazing cause, visit their Facebook page or
website: www.texas4000.org.
Wingate Inn by Wyndham Assists with
“Keep Slidell Beautiful” Effort
The Slidell city government oversees the organization, as
part of the “Keep American Beautiful” campaign. It includes
attention to Litter Prevention, Beautification, Community
Improvement and
Waste Reduction in
the City of Slidell.
Other programs
include Education,
Recycling, AdoptA-Street and
Neighborhood
Green Teams.
Supported by
Mayor Freddie
Dennan and the
Slidell City Council,
the Wingate Inn
by Wyndham
participated in
keeping the city and
neighborhoods a
great place to work
Sandi Slayton, Director of Sales, and Donna Sta Theresa,
General Manager, Serve Cake to Guests
The Renovated Den and Dining Area
Lori, Lindsay, Brock and Anthony of the Wingate Inn Slidell
Assited in the Clean-Up Tasks
The Country Inn & Suites in Austin, TX, had fun at their Re-Grand
Opening! Along with food and prizes for their 100 guests, hotel
tours provided attendees with a look at the amazing new makeover.
Congratulations!