Excellence Awards 2015
The Third Annual
Excellence Awards Honoring Recipients of Year 2015 Gala Dinner Tuesday, March 29, 2016
We are fortunate to have world-renowned artist Gordon Huether living in Napa Valley, and as a member of CANVAS. His studio is one more reflection of how art contributes to the quality of life in our Wine Country community.
For more than 25 years, Gordon has been creating large-scale, site-specific art installations integrated into architecture and landscapes for both public and private clients throughout the world. Huether’s work has been exhibited at museums and galleries across the United States. He has received more than 60 public art commissions and over 150 private commissions for airports, hotels, universities, hospitals libraries and more. His Napa Studio and Gallery offer extraordinary smaller pieces making his art accessible to the general public. Gordon graciously designed the trophies being awarded to our winners of Excellence. CANVAS is honored to match excellence with excellence.
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CANVAS Presents! The CANVAS Excellence Awards recognize and honor those hospitality industry employees who have taken the extra step to ensure that visitor experiences in Northern California Wine Country result in a positive and memorable encounter.
For a total of six months there has been a reinforced awareness of Excellence through the process of colleagues nominating their worthy associates, a period of voting for those nominees and now acknowledging the winners at this Gala Awards evening. The Excellence Awards program serves to create greater awareness of the value of customer service and to elevate the standard of service excellence throughout our Wine Country. The Awards Program is designed to:
ensure that industry personnel are aware of the importance of service excellence to the reputation of Northern California Wine Country,
set an example and represent a leading standard for Wine Tourism in general,
support employers in recognizing their outstanding employees,
support employers customer service initiatives and training and to acknowledge the success of their programs,
• AND... excellent customer service and creating memorable experiences are our top priorities in Wine Country.
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About Our Generous Host Buena Vista Winery is California's first premium winery and was founded in 1857 by Hungarian immigrant, Agoston Haraszthy, the self proclaimed "Count of Buena Vista." Possessing a deep regard for the significance of Buena Vista's place in California wine history, Jean-Charles Boisset purchased Buena Vista in April, 2011 and added the winery to the Boisset Collection. Today, Boisset has returned Buena Vista Winery to its original glory. The wines are achieving new heights under Winemaker Brian Maloney and Consulting Winemaker David Ramey.
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Thank you to our esteemed judges who assisted in selecting the winners from the three finalist nominees. Nancy Boerum, Concierge MacArthur Place Inn & Spa
Jennifer Buffo, Owner Pure Luxury Transportation
Chris Canning, Executive Director Calistoga Chamber of Commerce
Harris Oranges, Director Renteria Family Wines
Don Rickard, Owner Platypus Tours
The Awards
Process
For several months Hospitality Professionals nominate their colleagues, sharing a specific story where the nominee went above and beyond on behalf of a guest. The next step is making those stories available to the Hospitality Community for voting. Following voting, nominees are narrowed down to three finalists. These finalists are turned over to a judging panel for final determination of the winners. Judge’s votes are based on reading the nomination write ups of the finalist's character description. Choices are most heavily influenced by the write ups. The judges are also aware of the number of votes received for individual finalists and where the stories are close the judges refer to the votes as added input. We are moved by the wonderful stories of how our community creates lasting memories for visitors. It is an honor to highlight and share the special work that our Hospitality Professionals contribute to Wine Country tourism.
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Prizes San Francisco indulgence. Experience 2 nights of luxury apartment living at Channel Mission Bay, in San Francisco. A LEED gold certified complex, it offers a fresh water pool and a fitness club. Enjoy the real San Francisco life style with a $100 gift certificate for the popular Espetus Brazilian Steak House on Market Street. And a second $100 gift certificate for Concierge highly recommended New Delhi Restaurant. It's all about SF local living. Be an urban dweller for two nights at the ultra chic 399 Fremont apartment building in the Rincon Hill neighborhood of San Francisco. Enjoy stunning city and bay views and stellar amenities, swimming pool, state of the art Fitness Center, even a bicycle storage and repair room. Along with your stay wander out for dinner using $100 gift certificates for two at San Francisco's finest Indian restaurant, New Delhi, and another dining experience at the cool hang out Daily Grill off Union Square. Play your very own Bordeaux wine colored Squier Bullet Strat guitar while sipping your favorite Bordeaux blend. Enjoy the celebrity of chart popping artists' signatures on the guitar who have played at Live in the Vineyard. Indulge in the luxury of driving a Mercedes Benz for three days from Fairmont Mercedes Benz. Enjoy a dinner for two at a luxury restaurant, and take a sail on the bay with San Francisco Bay Adventures. Satisfy your “inner wine collector� with a mixed case of stellar Napa and Sonoma wines and bubbles. Share at dinners, have a party, add to or kick start your own cellar or simply enjoy fine wines over time on a whim. Drive and explore over a three day excursion cruising in an Enterprise Exotic Car Rental. Spoil yourself by selecting your favorite from cars like BMW 640I or Jaguar F-Type Convertible or Corvette Stringray or Porsche Boxter. You get the idea. Drive in style while enjoying our wonderful scenery in Wine Country. Walk the red carpet! The Napa Valley Film Festival team is honored to present a pair of PASS PLUS Packages for the 6th Annual Napa Valley Film Festival, November 9 - 13. The Pass Plus is the movie Pass with all the parties!! Enjoy and bring your friends!
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Prizes Be spoiled by Chris Sawyer, "Sommelier to the stars while traveling in elegant comfort with Pure Luxury Transportation. Experience a Sommelier guided wine tour for six. Curated just for your interests, Chris will take you on a once in a lifetime excursion. Visit secret and private properties where you'll "hang out" with the winemakers of limited release wines and learn the nuances and stories of the wines and the passions of Napa or Sonoma. Follow your foodie impulses with a Culinary Extravaganza for 2. Dinner on the Wine Train; BBQ, Beer Garden and entertainment at Rossi's; feasting at Farmstead; and enjoy the new Johnny's restaurant & Bar, Calistoga. Obtain greater knowledge and professional certification from the Napa Valley Wine Academy, a trusted internationally-recognized organization. Get your WSET Level 2 Award in Wines and Spirits. This qualification is for those in the hospitality, retail or restaurant industry.
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Prize Contributors for the
Case Wine Winners! Benziger Family Winery CANVAS Conn Creek Winery Cosentino Winery Ehlers Estate Ferrari Carano Vineyards & Winery Fortunati Vineyards Humanitas Wines Imagery Jarvis Winery Jessup Cellars Joseph Phelps Kendall Jackson Mt. Brave Raymond Vineyards Robert Mondavi Winery Siduri Wines Trefethen Family Vineyards Virginia Dare White Oak Vineyards & Winery Yao Family Wines
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The Robert Mondavi
Grand Prize Trip for two to Nashville!
The town that harvests American music, Southern hospitality, unbelievable cuisine, and a boundless spectrum of nightlife. Rated by Lonely Planet as Best in Travel, one of the Top 10 Cities in the World to experience. Enjoy Airfare for two on Southwest Airlines, a two night hotel stay, and an Enterprise rental car for three days.
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We are proud to highlight the CANVAS Excellence Awards Grand Prize
The Robert Mondavi Excellence Award Educating the American public about wine, food and the arts has always been part of the philosophy behind the Robert Mondavi Winery. The winery was one of the first to present tours, culinary programs, concerts and art exhibits, and its visitor programs have become world renowned. In 1966, Robert Mondavi founded the Robert Mondavi Winery with a vision: to put Napa Valley wines in the company of the greatest wines in the world. Robert Mondavi recognized the potential of the Napa Valley, and especially a site in the heart of Oakville that he believed could produce some of the world’s finest Cabernet Sauvignon: the historic To Kalon Vineyard, home of some of Napa Valley’s oldest vines. There, he built the first new winery in the Napa Valley since the end of Prohibition and started a renaissance in the Napa Valley that transformed American wine culture. The combination of Napa Valley’s terroir, innovative winemaking techniques, and most importantly, Robert Mondavi’s relentless pursuit of excellence, resulted in the creation of many of the Napa Valley’s most iconic wines, including the venerable Cabernet Sauvignon Reserve. From its founding the Robert Mondavi Winery has been dedicated to enriching the American cultural experience. Thanks to Robert and his wife Margrit’s innovative vision, it was one of the first wineries to bring together cultural and culinary arts. The Robert Mondavi Winery has become an internationally acclaimed showplace for artists, musicians, and the great chefs of the world, as well as a testament to the many ways fine wine enriches life.
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Beauty & Health WINNER
Maria LeVicki, The Spa at Renaissance --From Maria: "I had the honor of giving a very nice guest from the east coast, a facial at our Spa. She and her husband were visiting San Francisco/ Sonoma for 8 days. They spent the 2 first days in San Francisco, nearly freezing to death! During the facial the guest told me that she was very disappointed because of the cold weather, especially in San Fran. They had left behind all winter clothes and needed to find a clothing store so she could buy sweaters and a jacket. They were going back to San Fran for two days, but they were coming back to Sonoma for the last days of their trip. I offered her some of my clothes. The same evening we met at the Swiss Hotel, where they were having dinner. I brought a bag of clothes, 2 sweaters, a warm but elegant jacket, quilted vest and 2 dressy scarves! Two days later she came back to our Spa for a second facial because of her experience."
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Bartending WINNER
McKenzie Silva, Carpe Diem Wine Bar --We recently hosted the Napa Chamber of Commerce's Ambassador Luncheon over the holidays. Since Carpe Diem is a Dinner Only restaurant, I wasn't going to bring in a bartender for the luncheon and was going to serve the group with our owner and myself. Once McKenzie heard who the group was, she offered to work a double that day so that we could focus on the food portion of the luncheon and she could serve and host the group for the afternoon. Her kind demeanor and professional attitude left our Napa Ambassadors with a memorable and fulfilling experience. Tim McMilliam, Sweet T's --There are so many great stories of how Tim goes above and beyond for his guests. He always makes sure that every customer has a great experience. Tim has been known to go into the kitchen in search of special ingredients for his guests special cocktail requests. Not only has he called cabs for guests but at times he has been known to personally take guests home for their own safety. Tim's greatest attribute is that "I feel lucky to get paid to see so many wonderful people and show off Sonoma County". Jenna Wikeen, Sweet T's --One day while Jenna was speaking with a couple from New York at the bar were asking her what were the best things to do while they visited Sonoma County. Jenna told them all about some wineries on Westside Road to visit and maybe a zip line in Occidental. Jenna mentioned that the next day was her day off and she was planning to go zip lining. She invited the couple to join her and they made reservations. In the morning they enjoyed a zip line experience and wine tasting along Westside Road in the afternoon. The guests told Jenna it was the most memorable day of any trip they had ever taken. It was brilliant of Jenna to take this couple out for a "locals" Tour. This is a great example of showing the visitor the wonderful sites, wineries and people of Sonoma County are.
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Restaurant Service Gerald Cavazos, Napa Valley Wine Train --Being on board a moving train, our service team must act as ambassadors of the Napa Valley as well as serving an elegant meal. Gerald is very curious often shares stories and truly acts as a concierge for our guests. Specifically, our guests often say, "We loved the Wine Train!!! We are so glad we chose the Vista Dome car. Our server, Gerald, was outstanding! He was very attentive, took care of all our requests, and gave us recommendations about things to see and do while in the Napa Valley.The Wine Train may have been our favorite experience of the entire trip. We have already recommended it to friends." A guest who celebrated a milestone said, "Our waiter, Gerald, was great. Totally exceeded our expectations. Genuine, caring and loves Napa. Thank you for a perfect day." The reviews listed above stand out as the management team can see his leadership and passion for both the Napa Valley and the Wine Train. WINNER
Guy Barstad, Archetype --Guy is instinctive. A guest made a reservation with Guy and he recognized she had a cold. He asked if it was allergy and she replied that she just wasn't feeling very well. She had a beautiful Golden Retriever named Katy with her. Twenty minutes later, Guy called the room. He said, "Ms. Stein, I have tea coming up to you and a whiskey chaser." If its all right with you, I can have prepared some healing soup, comforting gnocchi, and some greens to speed your healing. I have a medium well steak for Katy and an organic cookie for her. Would you prefer that given your cold? Ms. Steiner accepted Guy's thoughtfulness. This is just an example of how Guy raises the bar. Vicki Schmit, Sweet T's --One night a couple was at Sweet T's and noticed a gentleman sitting alone at a table and asked Vicki if she knew the gentleman. Vicki told the couple that it was Rev. Smith and that he had just lost his wife. She suggested to the couple that maybe he would enjoy some company and said she would be happy to ask him if he would like to join the couple. they agreed and Rev. Smith joined the couple. The couple and Rev. Smith have become great friends and now have a standing dinner date every month. Both the couple and the Reverend have benefitted from Vicki's introduction.
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Front of House
WINNER
Kristen Bucher, Platypus Tours --We pick up at the Vallejo Ferry a few days a week for our Join In Tour guests that come from San Francisco. Guests are given specific instructions for catching the ferry and of course the importance of making the ferry departure time. In September we had a newly-wed couple scheduled for the ferry pick-up. They explained at the time of booking that they were so excited to visit because they had some Napa Valley wines served at their wedding and this was on their bucket -honeymoon "to do" list. The morning of their tour they called the office desperate because they had missed the ferry. Kristen as always was caring and had on her problem solving hat. As the tours would have already started by the time they caught the next ferry Kristen arranged for someone from the office to pick them up at the ferry and connect them with the rest of the group. The Taylors were so happy and grateful that we could accommodate them! They ended up having a wonderful tour despite a challenging start. They posted photos and comments about their trip through social media and specifically mentioned how helpful Kristen was and that this tour was the highlight of their honeymoon. Jamie Cherry, The Inn on First --Jamie had a couple coming in from out of town. They were staying at The Inn on First for a few days and he was going to be driving them around for about three days. The guest was planning on proposing to his girlfriend. He called Jamie and asked him to help coordinate the whole proposal and day of wine tasting so it would be perfect Jamie booked them tastings at Pride and Baldacci Family Vineyards. Jamie had also helped coordinate a videographer to videotape the whole proposal. Jamie's husband Jim, who is the Chef at The Inn on First had prepared a fabulous lunch for the guests to enjoy also. After the guest proposed at Pride they arrived at Baldacci Family Vineyards. The newly engaged couple was so ecstatic. We had set up a special tasting for the guests per Jamie's request. They could not stop thanking Jamie for such a wonderful day. I was so impressed with how Jamie went above and beyond to make sure these guests had the best experience possible. Mitchell Scorza, formerly with Senza Hotel --He had a load of work to do as a bellman and as a Front desk man and also maintenance. He went and help a guest during a busy wine reception to help change a flat tire. He has also in the past has opened trunks because a guest just got in a car wreck. He was a Paramedic in his last job and made sure the guest was alright. He is special because he is caring and he does his job right and well with no if and's or but's. He is the perfect candidate. 20 18
Retail Samantha Stone, The Taste of Tea --Though everyday I see Sami go above and beyond for our guests and also hear all the time from our clients how great she is. There is a recent event that sticks in my mind and exemplifies our core values. A group came in to try some teas and food. Sami immediately rearranged a seating area to hold them and through conversation developed a tea and food tasting menu on the fly. She regaled the group with local stories, tea facts and food tasting notes. She also helped create retail packages so the group could remember their experience. This may not be uncommon for our staff and standards, but it is an experience I know that group will never forget. WINNER
Allison Hargrave-Bernard, Starlet Bridal --When a bride, her mom and her future mother in law stepped into Allison Hargrave-Barnard's Starlet Bridal & Tuxedo in Montgomery Village in Santa Rosa they never expected the overwhelming example of how to go above and beyond for your guest or customer. Allison sensed that something was wrong with the women and found out that the bride and her mother had both lost their homes two days earlier in the Valley Fire in Middletown. But they were determined to go on with the wedding and move forward. Allison was so deeply moved by their family's fire-borne tragedy and determination to continue with the wedding and make it a joyful occasion she invited her client to select a gown of her choice, at no cost. But she didn't stop there. She, right then and there, made calls to everyone she knew in the wedding industry asking them to contribute their services and products to the nuptials of this victim of the fires. No one turned her down. In a matter of just a hour Allison had arranged donations of a wedding ring, a cake, cases of champagne, all the necessary flowers, photographic services, harp music and more. Needless to say there were many tears of thanks and hope. Allison is the greatest example of compassion and love. Thank you Allison for being so wonderful.
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Event Service Raquel Bickford, Roque Napa Events --I think that her wedding gift to her most recent bride and groom was the most thoughtful and stylish thing EVER! The florist that she was working with, to have lanterns with flowers spilling out of them hung in our huge Oak tree, drew up a colorful sketch of what it would look like. Raquel not only kept the sketch but had it framed for them in a theme matching the style of their wedding! Also, to celebrate a client's 50th Birthday, Raquel coordinated a series of 50 small events that took place all week long. Wine tasting, lunches, yoga, shopping, painting, pedicures, farm tours and more - this was an extensive week of service for a small group. Always eager to go the extra mile for her clients, Raquel worked with her client to create a custom logo themed after the birthday girl's name. The logo was used on the invitations, signage, and even embroidered onto robes for the birthday guests. As you can imagine the client was floored at the creativity and personal touch. Carly Orris-Jinks, Meritage Resort --Carly is a joy to work with. My husband and I got married at the Meritage Resort and Carly coordinated all of the details for our wedding. Our wedding was no average ceremony and included a week's worth of events which Carly helped plan down to every last detail to make sure that our celebration was a success. Carly went above and beyond what a normal Catering Sales Manager would be expected and not only helped solidify all of the events and make them perfect but even came to the Church off-property with us to make sure that everything went smoothly there and that we had everything we needed. WINNER
Gillian Tyrnauer, Healdsburg SHED --At a recent small wedding reception, with a young, but mellow crowd, the dance floor was empty and the young couple had no plans to do a first dance. Gillian approached the groom and suggested that he choose a song and ask his bride to dance. Gillian put on the music and because of her gentle suggestion the couple had a lovely first dance together. Gillian goes above and beyond at every event to make sure our client's experience is as memorable and enjoyable as possible.
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Concierge窶年apa
WINNER
Royce Ann Hawkins, Westin Verasa --A family visited the hotel; The father was terminally ill, and this was to be their their last vacation together. Royce Ann put together for them a selection of activities, making their time in the Napa Valley special and very memorable. She arranged in-room massages and pedicures and specially prepared nutritional drinks be served to the father at regular intervals. Also, a ceremony for the parents to renew their wedding vows. Including the location, clergyman, music, flowers, photographer, and even the arch under which they stood. And a private winery tour and garden tour for the family. Royce Ann personally guided this outing. Plus, a private space in the hotel overlooking some local festivities one day. Drinks and small bites were served. The family sent a warm & personal letter two weeks later: the father had passed away. They were very grateful to have been made to feel so welcome, and to have left with such special memories during such a poignant time in their lives. Lynn Jakubowski, Visit Napa Valley --In May Lynn was working with a mom and daughter who were having car problems. They needed to rent a car because theirs needed work done. They had driven down from Redding to enjoy a few days in the Napa Valley. The ladies thought they would arrive in Napa a lot earlier and would have the time to find accommodations so none were made prior to their visit. As it was late afternoon Lynn not only worked with them to arrange service for their vehicle, she also assisted them in renting a car and then found them last minute lodging for the evening. The ladies were definitely struggling to keep their emotions together and Lynn was very patient and calming to them. She offered them coffee and a small snack to settle their nerves. During harvest time the same ladies returned to say, "Hello" to Lynn specifically and to book lodging again. Lynn worked her magic and was able to find them lodging. In this digital age, to see these ladies make the extra stop to stop in to thank Lynn and receive the personal attention she gives was such a refreshing site. Gloria Noel, Calistoga Ranch --Gloria has WOWed many a visitor to the Napa Valley. One time Gloria had a guest staying in the Estate Lodge at the Calistoga Ranch. The guest made a couple of comments to Gloria about how the occasion was his girlfriend's birthday and how she loved the artist known as Prince. That day Gloria had arrangements made for a full sized cardboard print out of Prince to be made at Kinkos in Napa. When the guests returned from dinner that evening the cardboard cut out was standing in the living room with a Prince CD playing in the background. Needless to say the guests were overwhelmed and over-joyed. This type of going above and beyond for her guests is Gloria's signature. 27
Concierge—Sonoma
WINNER
Chris Morano, The Fountaingrove Inn --As one guest said "I would like to especially comment your concierge Chris. He truly went above & beyond the call of duty to save the day for my daughter, Erica. Her bridesmaid dress did not fit properly & could not be worn as is for the wedding on Saturday afternoon. The bridal party was leaving the hotel for the site at 1:15 pm. I phoned Chris with this dire situation that VERY morning at 9 & he was able to find a seamstress that performed a one hour miracle with the dress, creating a perfect fit! I do not know what we would have done without his assistance. It is a rare thing in today's world to have someone in your employ that will go to such lengths to help a guest. We currently reside in Manhattan & have stayed at the top hotels in this country & have never had a more positive experience." Elizabeth Fenn, Beau Wine Tours --Recently, a couple secured a reservation with Beau Wine Tours and requested only wineries that allowed people over 21 yrs. old. Two days before their tour, they informed Elizabeth that they decided to bring along their children. Elizabeth happily changed their itinerary so that the entire family had a memorable time in the Wine Country. Ruth Chambers, Gaige House --Ruth recently had guests come into the Gaige House who wanted to have an elopement ceremony. She filled in as wedding planner and got her local minister to perform the ceremony, as well as a photographer and florist. She also set up reservations at a variety of local attractions to make the couple's special weekend memorable!
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Tasting Room窶年apa WINNER
Elise Kuhars-Pitters, Jessup Cellars --One couple visiting Napa Valley from out of state came to Jessup Cellars after experiencing much confusion and frustration in the day navigating around the valley and ended up showing up to their appointment an hour late. When they arrived, initially their mindset had been on their frustrating day, but Elise's demeanor and service calmed them down and made them feel comfortable and helped them look back at their day with humor. To throw salt in the wound, as the couple was leaving they discovered that their vehicle had a flat tire. Elise noticed they were standing outside their vehicle and went out to make sure they were okay, and after seeing their predicament, she immediately called her AAA roadside service. While the couple had a spare tire, they did not feel that they could replace the flat confidently, so AAA replaced the flat. Elise stayed with them throughout this whole ordeal, even though her shift was over. The guests were extremely grateful. Bill Farmer, Raymond Vineyards --A local Napa charity had asked Bill Farmer for a significant wine donation for their annual fundraiser. Bill worked hard to get approval for the more than 10 cases of wine. The charity lacked proper wine storage space so they intended to pick up the wine the morning of their event. Bill was called on his day off, the person who had the truck wasn't able to make the pick up! There would be no wine for the fundraiser's dinner! When Bill learned of the situation he drove from his home in Napa, up to Raymond Vineyards, packed the cases into his truck and delivered them to the event location. There would be wine that evening. He had saved their event and the charity went on to raise a great deal of money that would benefit so many in Napa. Dean Busquaert, Sequoia Grove --Dean once gave his signature over the top Cabernet and food pairing experiences to a couple from Texas. As he did with all his guests he "Wowed" them with his knowledge and passion for wine. Two weeks later he received a call from the couple in Texas and they invited to fly him to Texas to give the same experience at a dinner party at their home. Two weeks later Dean was on a plane to Texas. A true ambassador of the Napa Valley. Not only did this amaze the dinner guests but they are all now great customers of Sequoia Grove.
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Tasting Room—Sonoma Selma Santoyo, Gracianna Winery --Selma saves marriages! A customer walks into the tasting room with his wife. Once settled in at a picnic table outside the man, by himself, walks into the bar and asked if the corks in the basket were free. He begins to tell his story: his wife has been saving corks for years and he found them thinking they were trash and tossed them. He never heard the end of it. Selma decided he needed them to make amends and gave him an entire large bag of corks. The husband and wife kissed and made up right on the spot. A young couple is celebrating their marriage ceremony in about a month; deciding on the saying, getting it made and hung can stretch into weeks. Knowing that having the medallion on hand on the big day would be the ultimate surprise, Selma rush-ordered the medallion in order to have it ready for the big day. The members have no idea it will be ready, but now on their wedding day they can then hang it on their own vine as a way to mark the beginning of their new lives together. WINNER
Maribel Soto, Jordan Winery --She has done so much for so many people and always makes sure each guest feels appreciated and is given a VIP experience. She has helped to plan proposals, anniversary and birthday surprises along with guests entire weekend itineraries. She is always calling local restaurants to be sure guests get something special or having a glass of Champagne sent out on our behalf. I remember one time a few summers ago there was a miscommunication with scheduling for a very VIP JER members and his guests. They arrived on an already packed Saturday for their experience and we didn't have them scheduled. We called Maribel and she dropped what she was doing to come in and host them. People have such a strong connection to Maribel and love that since the conception of the JER program she has been their go to person. Many JER members think of Maribel as part of their extended family by the attention she has given them over the years. Christina Frakes, St. Francis --Christina met with a couple that arrived too late to be seated for their food and wine pairing. She had called the phone number they provided and was unable to reach them to confirm they were on their way and would arrive in time. When the couple arrived (they had been given the wrong pick-up time by their driver) she explained they were too late to be seated as the service had been started. Christina offered to accommodate the guests with a cheese, charcuterie, and wine pairing on the terrace. Her kind and caring attitude helped the guests understand she genuinely wanted to make their visit special and they were genuinely appreciative. 36
Tour Guide Cinnamon Sayles, A Limo Excursion --A guest was coming and gave us little notice of the wine tour that he was expecting, he wanted a very personal touch on each vineyard he was planning on visiting. Cinnamon took over the itinerary, and planned very specialized pairings with the wineries like a lavender and honey tasting (after finding out that the wife grew these particular products), with items she purchased herself the day before the wine tour. She made sure that every detailed was in place and followed up with me. The guests were overjoyed, and said that this was the most memorable stay in all their extensive travels! Sue Steirer, Absolutely Fabulous Tours --Sue Steirer shows-up to every appointment, with guests in their fakemustaches. She delights other guests of the wineries with her charm and friendliness and even promotes everyone's experience. Sue recently visited on a busy Friday afternoon with the bar already occupied with multiple parties; this was looking to be a chaotic situation. Seeing the tasting room stretched-thin, Sue approached one of the guest-couples with a Nichelini story relevant to the wines in their glasses as I situate Sues' two guests for their tastings. Sue later lead her guests and additional winery guests around the winery, with permission, to show them the historical cabin and the winery cellar. She utilized her wine knowledge and told the family stories as if she was a Nichelini. My team was most impressed with her extended knowledge and impeccable timing that further promoted the service attitude we are striving to achieve. WINNER
Laurie Robertson, Kayak Napa Valley --One of Laurie's goals is to make sure as many people as possible experience the river. She doesn't let financial hardships or physical disabilities impact this goal. She has provided customized trips for children (Boys and Girls Club, Boys Scouts & middle school groups) at rates to just cover costs. She's accommodated physically handicapped children and adults by making necessary accommodations. One day she booked a trip for a developmentally challenged adult and her parents. The parents wanted their daughter to kayak in a tandem with Laurie, while they went in their own tandem kayak. This trip ended up being very challenging for Laurie since the daughter could not communicate well or express herself. Laurie made sure she stayed calm and comfortable. Half way through the trip it started to rain. The daughter refused to paddle any more and wanted to get out of the boat. Laurie managed to keep her calm, while paddling twice as hard, and got them back safely without incident. 38 33
Masters of Ceremonies Harris Oranges, Director, Renteria Family Wines Gordon Kramer, Guest Services, Long Meadow Ranch Colby Smith, Founder, CANVAS
About CANVAS CANVAS is a membership organization serving the Hospitality Industry of Wine Country. We are proud to have over 1,100 members with a shared vision - to ensure that the visitors to our destination have an extraordinary and memorable experience. CANVAS provides a variety of programs designed to enhance the effectiveness and enthusiasm of its professional hospitality members. Networking events, A robust website of essential information and resources for Napa/Sonoma hospitality professionals, A dynamic consumer website (www.DiscoverNapaSonoma.com) presenting Napa/Sonoma from the perspective of the Hospitality Professionals in our community, The dynamic CANVAS calendar network, A weekly Newsletter of announcements and activities to share with guests, Education in areas that strengthen knowledge and proficiency in hospitality, Research Days exploring the resources to recommend to guests, Hospitality Training to hone the skills of customer service, An annual Trade Show that brings Event and Corporate Meeting Planners to experience and gather resources in our region, Hospitality Excellence Awards to acknowledge excellence, And other benefits, discounts and custom programs designed for individual members. Our Hospitality Professionals are responsible for channeling millions of dollars throughout our communities. To the degree that they are well educated, networked and informed, they will match the guest with the best suited experience. And the result is increased business, return visits, strong referrals, corporate leads and a great pride in contributing a positive economic effect on our community.
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