Guest Services, Inc. - The Standard 2022

TO OUR VALUED GUEST SERVICES EMPLOYEES,

The continued resiliency we’ve seen across the Guest Services’ operations this year gives us great confidence as we look to 2023 and beyond. We remain optimistic about the strength and future of our industry and the many opportunities ahead as we evolve to meet guest demands and grow our business.

Many of the challenges that plagued the industry in 2020 and 2021 still exist but, in many instances, to a lesser extent. By year-end 2022, new challenges, such as the highest inflation rate in 40 years and the fear of a recession, have started to have an impact. But Guest Services remains flexible to the needs and desires of the guest and continues to pivot to meet the challenges of the future. While there is no doubt that the economic cycles impact the industry, fortunately, we have continued to see signs of high demand in many of the locations in which we operate. In fact, several of our operations experienced record results in 2022 and are already showing early signs of similar trends in 2023. We should all be proud of our many accomplishments this past year, further described below. It has been a very productive twelve months.

OUR EMPLOYEES AND OUR CULTURE

In light of the ongoing challenging labor market, we have broadened our programs and benefits to attract new, qualified, and diverse talent. The Company activated many new initiatives to drive our social responsibility and awareness focused on Diversity, Equity, and Inclusion Staff Advisory Council (DEISAC), notably with the introduction of four Employee Resource Groups, a Speaker Series Program, and the Diversity, Equity, and Inclusion Council, hosting events to recognize cultural and heritage months, and expanding on our training programs.

We conducted live company-wide town hall meetings to provide transparency, real-time updates on our business, and spotlight our unit team members. And finally, we revitalized and launched the new Company website, showcasing the special culture, values, people, initiatives, and assets of our 105-year-old company.

STRATEGIC GROWTH AND BUSINESS DEVELOPMENT

Business development remained a high priority in 2022. We focused on Guest Services’ core capabilities of delivering the full suite of hospitality services, within national and state parks, hotels and lodging, recreation activities, condominiums and property management, and food & beverage/ business dining. The successes this past year were evident with new contract awards and renewing historical partnerships. We added several new state park operations in Florida and California, expanded our portfolio of managed condominium properties, and completed an acquisition of land in Everglades City, Florida, to operate an array of recreational activities on the water.

Further, there were several large-scale development projects undertaken throughout the year. The Phase I renovation at the DoubleTree Suites by Hilton in Naples, Florida, was completed and proved to elevate the guest experience. The expansion project at the Lodge at Breckenridge was successfully executed and added new guest rooms, employee housing, restaurant renovation, and a re-designed lobby. We are nearing the completion of the Everglades Flamingo capital project, which will deliver 24 new lodging units and a full-scale restaurant, both of which are poised to open in 2023.

LOOKING AHEAD

The momentum from 2022 has the Company well-positioned for a very successful 2023. We will prioritize and focus on organic growth within our existing portfolio of partnerships. New opportunities are on the horizon, which we will strategically pursue to complement our core competencies and align ourselves with exemplary partners.

Continued efforts to attract and retain new talent, elevate social responsibility, and expand training programs will be a focus throughout the upcoming year. We are excited to see the successes of the many new employees that have joined our Company this past year, as well as those who have been promoted within the organization. It is an exciting time for all of us!

2023 also presents a large-scale project soon underway in which Guest Services will transition to a new enterprise resource planning (ERP) software solution, replacing our legacy accounting and HR systems. This will provide new innovative tools for our company to manage critical parts of operations, including finance, accounting, human resource management, and employee engagement.

Guest Services will also soon be delivering a new and exciting brand to many of our recreation and hospitality units, to be unveiled in the first quarter of 2023!

In closing, we must not forget the Company’s Mission and pledge to our guests, team members, clients, and community. This commitment is the foundation we are built on and influences how we make decisions. As a leader within our industry, we are dedicated to excellence in all our services and providing maximum value, peak efficiency, and outstanding customer satisfaction to our clients, guests, and team members.

Our future is very bright, and we are so incredibly grateful for your efforts, support, and collaboration as we embark on the year ahead.

Nico Foris Chief Executive Officer

GUEST SERVICES’ HEROES THROUGH THE STORM

Between September 23 and October 2, 2022, Hurricane Ian brought large-scale destruction from the Caribbean to Florida and parts of South Carolina. This category-four hurricane was the deadliest to strike Florida since 1935 and caused an estimated $50 billion in damage.

As a major operator in Florida, it was all hands on deck preparing for the hurricane, bracing during it, and rebuilding after. Joana Vasilescu, LCAM, Director of Operations, one of the leaders who helped guide our team members through the crisis, discusses Guest Services’ hurricane relief strategies.

How did we activate our hurricane preparation plans, and what does that entail?

The Hurricane Emergency Plan is activated once the National Hurricane Center and National Weather Service start to track disturbances in the Caribbean Sea that may become a hurricane threat to the mainland U.S.

The first step we took was to send a mass email on September 22, 2022, advising the managers within the division of a potential development in the Caribbean Sea and asking everyone to monitor the forecast and ensure hurricane plans are in place.

Every plan has two aspects: an internal component for our staff and an external component for our clients.

Internal Steps:

• Staff Meetings – Daily staff meetings begin no fewer than 5 days prior to the approaching storm. Pre- and post-plans are discussed, and duties are assigned. The complete hurricane preparedness plan is covered, and a dry run is performed.

• Supplies – Supplies are inventoried to determine if items must be replaced or purchased. Each building has its own list of supplies for the hurricane.

• Pre-Hurricane Checklists – Checklists are provided to all employees and are covered during staff meetings item by item. Duties are assigned to the appropriate staff person as determined by Management.

• Vendors – Managers contact critical service providers such as pool, landscaping, disaster clean-up, security, etc., to ensure they have their association listed as “priority status” and define labor rates and remediation costs.

• Site Preparation – At the time a Hurricane Watch is issued, Guest Services and its personnel begin to secure the building and common area and shut down the property’s mechanical/electrical equipment to ensure the systems are operational after weather conditions return and power has been restored.

• Staff Presence Expectations – A determination is made when staff must safely leave. Staff must vacate with plenty of time to reach their destinations.

External Steps:

• Communication – Management will start sending periodic communication to the owners advising them what to expect before, during, and after the storm regarding conditions and communications and to keep them updated on the preparations and recovery (twice a day).

• Encourage owners to put an evacuation plan in place and provide them with addresses of hotels and shelters in the area and alternate routes to get there before a hurricane warning is issued.

• Meetings – The Property Manager is required to discuss with the established protocol with the Board to assist the Association before, during, and after the Hurricane, and also to call a mandatory town hall meeting for the owners in residence to discuss preparations and service expectations if they do not evacuate, and how to secure their units if they do.

How did we deploy our teams to serve our clients?

Our hurricane plan is very comprehensive, and the team members have specific tasks that need to be accomplished under the direction of the General Manager. The responsibilities are distributed based on each individual’s set of skills. For example,

• The Administrative Assistant oversees sending periodic e-blasts with preparation updates and responds to owner inquiries.

• The maintenance team is responsible for common area preparations, system shutdown, damage surveys of the mechanical and electrical systems after the storm, startup of the equipment, and assistance with remediation.

• The Housekeeping team assists in preparations and clean-up efforts.

• The General Manager orchestrates the whole process in addition to meeting with vendors and Board members, inspecting the property, and documenting the execution of the plan. His/her responsibility is to protect the property, minimize losses, ensure individuals' life and safety, and reestablish normal operations as quickly as possible.

Why is communication critical in a time of crisis?

Communication is critical during crises because our internal and external customers will look to leadership for advice and guidance. Getting it right can empower the teams to keep striving forward and come out of the crisis stronger, and it’s an opportunity to strengthen the client relationship by building trust and loyalty.

During a crisis, speed, visibility, and accuracy in communication are vital. The messaging needs to be done regularly, in a professional, neutral tone, consistent, and in tune with the situation. Before starting to send out emails, we need to make sure that the language used is clear and precise to avoid misinformation, the information shared is timely to prevent idle speculation, it’s relevant and concise, and, most importantly, it comes from a place of empathy.

What other lessons, recommendations, and/or takeaways would you suggest for GM’s and leaders?

• Discuss the Hurricane/Emergency Plan in an open meeting each spring and have the Board vote to formally adopt it. This allows owner comments prior to adoption, adds a level of “authority” to the document, and ensures a united front.

• Set clear expectations for clients: GSI is responsible for protecting and repairing (if needed) the property's common areas, not catering to individual owners during a catastrophic event. Owners are responsible for their personal property and safety.

• Encourage associations to create a “Communications Committee” or “Communications Liaison” and purchase a Sat Phone for the manager to contact board members, GSI staff, and/or vendors. The Communication Liaison (a person that is not in the affected area) could send e-blasts and communication to all owners on behalf of the manager in case the area doesn’t have Internet or phone services.

• Advise owners to hire a Home Watch vendor; in crisis mode, the managers and the staff don’t have enough time to go into every unit and check windows, empty refrigerators, move cars, empty storage lockers, etc.

• Vendors were overwhelmed after the hurricane; we need to create relationships with vendors outside of the emergency area. Look in the GSI vendor contracts for the state of Florida.

Recently, Nico Foris, CEO, held a live town hall at Guest Services owned and operated DoubleTree hotel in Naples, Florida to update the company on the latest developments but also to recognize those who played a major part in the remediation efforts. “It’s sobering to see how much damage was done to the many properties we operate. It’s also a reminder of how much effort goes into operating a business,” said Mr. Foris. “Despite all this, our team members and General Managers worked incredibly hard to put these challenges in their shadow.”

“I also want to recognize our DoubleTree Hotel and management team, who housed many of our own employees that lost everything. We should be very proud of coming together and helping support our own staff.”

Thank you to those involved in the Hurricane Emergency Plan!

• Graham Alford – General Manager, Mansion La Palma

• Kurt Andrae – District Manager

• Victor Bock – Executive Chef, The Marbella at Pelican Bay

• Molly Cole – General Manager, The Marquesa at Bay Colony

• Frank Delgato – General Manager, Park Plaza

• Jackie Gonzalez – Manager of Senior Living at The Cove

• Lee Gouny – General Manager, Toscana at Bay Colony

• Kimberly Hopkins – General Manager, The Monaco

• Ethan Loschiavo – District Manager

• Al Perez – General Manager, The Stratford at Pelican Bay

• Awilda Rivera – General Manager, Mystique at Waterpark Place

• Jennifer Robbins – General Manager, DoubleTree Suites by Hilton Hotel Naples

• Kris Savoie – District Manager

• Reana Sefa – General Manager, The Salerno at Bay Colony

• Deanna Torrez – St. Pierre at Waterpark Place

• Maria Ulloa – General Manager, Kalea Bay T100

• Jessica Varundo – General Manager, La Mer on the Gulf

• Joana Vasilescu – Director of Operations

• Kevin Worthy – General Manager, The Windsor at Bay Colony

• Irina Zuercher – General Manager, The Terraces

GREEN LIGHT CONSERVATION EFFORTS

MORE THAN A BUZZWORD

Sustainability isn’t a set-and-forget strategy. It needs persistent monitoring, evaluation, analysis, and improvement.

Last year, we discussed the introduction of the OurPlanet Sustainability Council and how it would advise on and hone our sustainability strategies from the corporate level down to the unit. Led by Heather Guay Yoo, Senior Director of Business Development, this group brings nominated supervisors from Guest Services properties around the country to discuss the most prevalent sustainability challenges, achievements, and action plans at our units. While the Sustainability Report will update you on the facts and figures regarding all efforts in 2022, here is a recap of major developments company-wide.

CLEAN-A-PARK EFFORTS

• Annual corporate cleanup took place in Washington, D.C. on April 23rd, but many of our other properties also do regular cleanups, including Weeki Wachee Springs State Park, Lake Mead Mohave Adventures properties, Boating in DC, Boating in Boston, and many more

• St. Andrews State Park completed four in 2022, gathering over 500lbs of trash

COLUMBIA ISLAND MARINA GARDEN

• Created a raised bed built on banquet tables

• Grow herbs, tomatoes, cucumbers, peppers, and lettuces featured in menu specials

• Raised 3½ feet off the ground to keep rodents away

RECREATION’S ACCOMPLISHMENTS ON THE POTOMAC RIVER

• An Earth Day Event that featured a reduced rate two-hour paddle rental for a river clean up

• The revenue driven from the event was donated back to riverkeeper groups

• Monthly clean-ups were hosted in Anacostia during the first hour of the third Friday of each month

• Minimized paper usage by switching to an electronic waiver saving over 100,000 pieces of paper a year (approximately five to ten trees a year were saved)

• Switched staff water from bottled water to fivegallon jug bubblers saving over 10,000 plastic water bottles a year

QR CODES REPLACE HANDOUTS

• Many units in all divisions have begun shifting to the use of QR code posters instead of printing handouts – significantly reducing the use of paper handouts

PARKING LOT AT JAMES CREEK MARINA

• The National Park Services is repaving the James Creek Marina parking lot with porous asphalt to enable stormwater to drain through the asphalt and into a stone bed, eventually draining down into the soil beneath the lot – eliminating a potential source of river pollution

THE LODGE AT BRECKENRIDGE RENOVATIONS

• Implemented boiler updates to decrease usage during temperature reset and nighttime setback

• Eliminated single-use bath products by implementing bulk amenities

• Replaced all lighting with LED lighting

• Installed energy-saving HVAC units for new rooms

• Added solar shades in guest rooms and ballrooms

LAKE MEAD MOHAVE ADVENTURES

• Underwent ISO 14001 audit (All properties)

• Executed property clean-ups with employees and the community

• Installed Mobility Access Mats (Boat Ramps) (Callville Bay and Temple Bar Marinas)

• Installed Tankless water heaters (Temple Bar Marina)

• Replaced outdated appliances with Energy Star appliances

• Switched to LED lamps

• Campground shower heads were replaced with a more water-efficient showerhead

• Willow Beach, Temple Bay, Callville Bay, and Cottonwood Cove Marinas are at 95% 4-stroke boat motors, which greatly reduces oil use and reduces the amount of oil stored at the properties

• Callville Bay and Temple Bar Marinas removed debris – couches, deck chairs, dock boxes, old tanks – from the lake, which have been exposed due to low lake levels

• Switched to paper straws instead of plastic

• Callville and Temple sold old motors to be recycled/resold, reducing the amount of trash going into the landfills

OTHER ACCOMPLISHMENTS

• Biodegradable in-room dining and to-go containers at units

• Rock Creek Horse Center began using shredded tires as filler for indoor ring

• Regular linen donations take place at several properties

• Refillable water bottles are now being sold at National Mall Kiosks (NPS put refillable water stations and water fountains around the park)

WHAT’S NEXT?

Sustainability Checklist for New Units

• In development by the Sustainability Council, this checklist will help new units identify opportunities to make their system more efficient and identify any hazardous operations

Composting

• Exploring a partnership with Compost Cab for the National Mall Kiosks and many other units

• Compost Cab (compostcab.com) is an organization that helps individuals and companies implement great composting strategies

We encourage you to analyze the list and apply any ideas to your own property by presenting them to your supervisor.

Renovated guest room at The Lodge at Breckenridge

BEAR MOUNTAIN INN: WHERE HISTORY UNFOLDS

Nestled at the base of Bear Mountain along the Appalachian Trail, the historic Bear Mountain Inn is the idyllic getaway for any adventurer, romantic, or outdoor enthusiast. Between the natural splendor, historic lodging, and three convenient dining facilities, Bear Mountain offers one of the best respites from the buzz of the big city.

Just 45 minutes from New York City, the property provides a collection of unique accommodations, including the Inn itself, the Overlook Lodge, and the Stone Cottages, all with their own charming personality. We also provide three recently revamped dining facilities; Restaurant 1915, Hikers Café, and Stand 10.

BEAR MOUNTAIN LEADERSHIP

Bear Mountain is led by Seif Fakhoury as General Manager and David Reguerio as Executive Chef. Since joining Guest Services in 2021, the property has made outstanding improvements to its facilities, staff, restaurant, catering, events, and more.

“Seif brought in a brand standard strategy that hadn’t really been experienced at Bear Mountain before… He’s fostered a more detail-oriented, cohesive team. This is a tremendous improvement to the guest experience, and it’s something very noticeable both on property and online as we’ve also seen reviews improve,” says Laura Sherman, Vice President of Hospitality.

“He was hired on the back end of the worst of COVID, which enabled him to take lead on a lot of projects that needed attention at the property. Throughout this past year, the team was able to upgrade many of our facilities. The Overlook Lodge, Restaurant 1915, Hiker’s Café, and many other customer touch points received new flooring, paint, and an overall refresh,” says Sherman.

A REVITALIZED RESTAURANT

The Restaurant 1915 is a New York State staple and an incredibly historic place to enjoy a delicious meal. David Reguerio was hired to lead the revitalization of this beloved restaurant and bring the Bear Mountain culinary experience back to its pre-COVID glory.

“David re-opened Restaurant 1915 and created a completely new menu with items from scratch. He also rejuvenated catering menus with better products and modernized offerings, leading to higher quality and guest satisfaction,” says Fakhoury.

Tracey Burns was recently introduced as the Sales & Catering Manager and also played a significant role in the 2022 successes at Bear Mountain. “Tracey oversaw the sales and catering teams. She led the modernization of catering menus to meet market demands, and did an outstanding job networking and connecting with the local community,” says Fakhoury. “Tracey and David were also pivotal in the development and execution of our first Oktoberfest in years.”

OKTOBERFEST RETURNS

This grand event had run for more than a decade leading up to the pandemic. After almost a full year of preparations and cooperation between nearly every department at GSI, the Bear Mountain Inn team put on an exciting, successful 2022 event. Complete with a tasty beer selection, pretzels, bratwursts, and other delectables, live Volksmusik, themed activities, assorted vendors, and much more, guests were welcomed by a barrage of German culture celebrations.

The event didn’t come without challenges, including parking problems, IT complications such as Wi-Fi in a remote area, weather, and other unanticipated hurdles. It was paramount for Seif Fakhoury and his team to learn from each weekend and train staff members to maintain a steady operation.

“I think what went operationally well was that we had everyone trained in all the different areas that needed help, all team members and managers. So whenever there was a call on the radio that a station needed support, we could send people over. Special thanks to all team members who really helped us focus operationally each day, including Sydney Mazzei, Ricky Straniere, Daniel Regueiro, and Tracey Burns. They helped us set up, clean up, and ensure all guests were happy and having a good time.”

Thank you to all Bear Mountain team members who went above and beyond during Oktoberfest!

GIANTS RIDGE: SOMETHING BIG FOR EVERYONE

Located north of Duluth in the heart of Minnesota’s unspoiled Superior National Forest of the Mesabi Iron Range, Giants Ridge is the number one year-round family vacation destination in the upper Midwest. The property offers more than just a critically acclaimed ski & golf resort; it is now the largest lift-served mountain bike park in the Midwest. Here, Guest Services is proud to offer incredible four-season fun and adventure for every level of outdoor enthusiast.

WORLD-RENOWNED GOLF COURSES

The appropriately named Quarry is built on the site of a former sand quarry and iron ore mine. Dramatically raised tees and hazards forged from reclaimed and repurposed mine land set The Quarry apart from other courses and provide dramatic Iron Range vistas.

Carved out of the Superior National Forest, The Legend plays through towering pines alongside the glittering Sabin Lake. The Legend paved the way for The Quarry and spearheaded the Iron Range into becoming a world-renowned golf destination.

A convenient three-hour drive from the Minneapolis-St. Paul metro area, Giants Ridge shines as one of Minnesota’s best golf destinations. In addition to Golf Digest’s Best Golf Resorts in the Midwest honor for the fourth year running in 2022, Giants Ridge achieved high status in Golfweek’s latest public course rankings, with the Quarry maintaining its top35 ranking from the year prior. The resort and its courses have also received accolades from GOLF Magazine, MyGolfSpy, and GolfPass. The Legend also continued its rise in Golfweek’s ranking of the best public courses in Minnesota, achieving a sixth-place placement to go along with The Quarry’s first-place showing.

“It’s been a special golf season here at Giants Ridge, and we thank everyone who visited and played our outstanding courses for making it so successful,” says John Kendall, Director of Golf. “We look forward to commencing the 2023 season in the spring and once again showcasing Giants Ridge as a premier Midwest golf destination.”

25-YEAR ANNIVERSARY CELEBRATION

On Tuesday, June 28, 2022, Guest Services celebrated the 25th Anniversary of The Legend Golf Course at Giants Ridge with a commemorative event attended by golf course luminaries, dignitaries, local legislators, company execs, and course architect Jeff Brauer. This landmark event also welcomed stakeholders, media members, Guest Services leadership, and more from all over the country to honor one of America’s most renowned golf destinations.

All those in attendance were grateful for the course’s success and appreciative of the opportunity to enjoy it. “The event was excellent. We got out to play and spend time with our clients, partners, and many of the major stakeholders that brought this resort to life. We are very privileged to operate this iconic property,” says Nico Foris, CEO. “It went really well. There was a buzz throughout the state, and everyone I talked to, from state legislators to locals and even the course architect himself, Jeff Brauer, was grateful for it going so well,” says Steve Rahkola, Director of Sales & Marketing at Giants Ridge.

Watch the media day coverage over at www.youtube.com/watch?v=DQ0WIBlbtPk&t=1s

WINTER SEASON

Winter brings immaculate skiing, snowboarding and fat tire biking to our northern Minnesota location.

The on-property marketing, operations, and leadership teams consistently set an exceptional standard every winter season. Together, they turn the 200 acres, 35 ski runs, two terrain parks, and five chairlifts into one of the greatest winter recreation destinations in the Midwest.

To help introduce young students and their families to skiing, Giants Ridge also participates in the annual 4th Grade Passport; a program that offers statewide lift tickets to all Minnesota fourth-graders. Those with the Passport have access to an unlimited number of lift tickets. Little details like this and their newly installed heated canopy on the bunny hill conveyor lift make the park exceptional and perfect for a family getaway. Certifications and programs for those with physical disabilities and/or youth with autism spectrum disorder (ASD) are also available.

This 2022-2023 season, the team will host events like Night Skiing, Fat Bike Rides, a Spring Carnival in March, an endof-season celebration, a snowmobile hill climb, and many other exciting winter sport fanatic favorites.

Fred Seymour, General Manager at Giants Ridge, says, “We’re very excited about the future here. Giants Ridge is on a path for continued growth as more and more people discover our wonderful recreational opportunities and the beautiful surroundings of the Northwoods of Minnesota.”

THE LODGE AT BRECKENRIDGE’S MAJOR RENOVATIONS

ENHANCING THE EXPERIENCE

“The renovations further elevate this wonderful asset and allow us to deliver continued great hospitality to our guests. The services which we provide are built on our core competencies, and we are very excited completing this strategic project,” says Nico Foris, CEO.

“It also shows our commitment to our employees, our number one asset. Building employee housing was extremely important in such a highly competitive labor market, and attracting talent requires that we provide a great environment.”

“At the end of the day, we want to be proud of all our assets that we operate, especially those that we own. So, we wanted to refresh the rooms, the restaurant, the common area, the ballroom, and other areas to continue driving the value proposition for all of our guests,” says Mr. Foris.

2023 GRAND REOPENING EVENT

To celebrate the successful completion of the renovations, the Breckenridge team will host an event to feature their recent improvements.

Nestled on a forested cliff at 10,200 feet, The Lodge at Breckenridge offers rustic Colorado charm with spectacular million-dollar views of Boreas Pass, Breckenridge Ski Resort, and the Tenmile Range. Located 107 miles west of Denver in the Arapaho National Forest and only 5 miles from historic downtown Breckenridge, The Lodge is the idyllic setting for romance, outdoor adventure, an unforgettable family vacation, a mountain wedding, or a corporate retreat.

THE LODGE GETS RENOVATED

Recently, The Lodge received renovations that introduced new guest rooms, new room types, facelifts to the ballroom and restaurant, and new employee housing.

Previously named The Lodge and Spa at Breckenridge, the spa wasn’t utilizing the space it was occupying as efficiently as it could, so it was removed altogether, and The Lodge was renamed.

“In addition to the Spa, we had a massive fitness center that was very underutilized. Between that and the spa, we had all this extra space that wasn’t really being used for anything. By converting it to more rooms, we’re increasing our profit gain,” says Rhonda Wilson, General Manager at The Lodge at Breckenridge.

The existing rooms were updated with “new carpets, paint, and fixtures. We also upgraded our bed linen and moved to bulk amenities.”

“It makes us much more competitive, not only because we have more rooms to sell, but because we have more room types. It brings us into a more modern aesthetic. The colors are a bit brighter and more exciting,” says Wilson.

“We’ll welcome local businesses, newspapers, and the Summit County Chamber to showcase the new rooms, the renovations in the restaurant and ballroom, the employee housing, and just the overall new look. It’s also about getting the word out that this is no longer ‘The Lodge and Spa at Breckenridge’ because the spa is gone,” says Wilson.

INNOVATIVE STRATEGIES AT LAKE MEAD

Lake Mead Mohave Adventures (LMMA) is a Guest Services’ brand that encompasses all of our operations at both Lake Mead and Lake Mohave. The Hoover Dam separates these two lakes, and while they are both stunningly beautiful for similar reasons, they are in dramatically different scenarios. Lake Mohave, which includes Hoover Dam Rafting Adventures, Willow Beach, and Cottonwood Cove, remains widely unaffected by the droughts and water crisis impacting Lake Mead. With all the Lake Mead articles circulating and news channel discussions, we want to focus on what our teams are doing to encourage a more positive outlook.

“In many cases, our team members have either been working or taking trips here for years. We’re all connected by our love of Lake Mead and so we’re able to stay positive. It also means we’re well-equipped to help our guests have an exceptional time. The lake is still an incredible destination, regardless of what the news is reporting,” says Lisa Duncan, Senior Director of Operations at Lake Mead Mohave Adventures.

Lake Mead is unmistakably gorgeous with its Colorado River fed waters, incredible desert landscapes, plateaus, cliffs, and mountains. Here, we offer our services at several marinas and boat houses by providing lodging, hospitality, recreation, dining, or a combination of all four.

The historically low water levels have presented extremely difficult challenges both for Guest Services and the National Park Service. Chad Taylor, Director of Marketing & Guest Experience at Lake Mead Mohave Adventures, discusses what he and the teams at Lake Mead Mohave Adventures are doing to maintain a “lake half full” mentality.

With all the negative press about water levels, what have Lake Mead Mohave Adventures teams done on the property to stay positive?

“It’s a constant grind. We’re pushing a positive narrative through our PR firm. At a unit level, we strive to maintain upbeat and positive attitudes. We continue to reach out to media outlets and talk about the facts of low water and the positive effects the water levels can have, like new beaches, more seclusion, private coves, fewer wakes due to more islands, more areas to explore, and new hidden treasures… The onsite teams are able to stay upbeat because, to them, lower water is a visual, not a feeling. When you’re out on the water, you tend to forget about the rest,” says Taylor.

What is being done to combat the negative press?

“We try to stay on top of the news and pay attention to everything going out. We also proactively participate in interviews, podcasts, and on-air promotions to talk about the fact we are still open. We’re also developing operationally new and creative ideas that will eventually add access to the properties, like temporary launch ramps and floating fuel farms. And we’ve been working to form and foster relationships with important legislators.”

Tell me why you think the Lake is still an excellent vacation/recreation option.

“It’s still an incredible destination. Outside perception is the biggest change to Lake Mead… the on-property experience is still virtually the same. Over 100 years of memories, family time, outdoor adventures, boating, hiking, fishing, and many other activities have been enjoyed here and will continue. It doesn’t take long to realize that when you actually get out here.”

Taylor added that even at its current level, it is still one of the largest man-made reservoirs in North America, it’s an incredible escape from the hustle and bustle of Las Vegas, and it offers some of the best stargazing opportunities at the more secluded locations.

ON THE HORIZON

While it’s been extremely challenging to maintain a strong public image, we have a lot to be excited for at Lake Mead Mohave Adventures in 2023.

• Low water access regained for boat launching

• Additional offerings such as electric bikes for trails

• A new on-water store and grill

• A new on-water lounge

• A floating fuel farm

• The ability to transfer resources from property to property depending on needs

• Addition of new small boats and personal watercraft to fleets for rental

• Developing a more positive media buzz

• More community involvement as they rally around a water issue

Cottonwood Cove Resort

A 75TH ANNIVERSARY CELEBRATION OF EVERGLADES FLAMINGO NATIONAL PARK

The Everglades National Park was dedicated on December 6, 1947, by President Harry S. Truman after a historic speech. To celebrate its 75th year, the National Park Service held a rededication ceremony at Flamingo that welcomed major stakeholders, honored key historical figures, hosted live music, and featured the grand reopening of the freshly renovated Guy Bradley Visitor Center.

The event was also a celebration of the partnership between the federal government and many of the sovereign tribes that originated in these areas. “It’s a very good partnership and collaboration, which is not always the case with tribal nations and federal government land,” says Nico Foris, CEO.

“It’s a true success story because these different organizations are beating to the same drum. Everyone involved wants to see the same thing; the preservation of this amazing National Park.”

THE GUEST SERVICES FOOTPRINT

As operators at the Everglades, our impact comes in the form of bringing smiles to visitors’ faces, enhancing the already incredible experience, and doing our part to maintain the lands with sustainable operations. We look forward to building on this one-of-a-kind customer journey and the grand opening of our 24 new cottages and a more than 4,000 square-foot restaurant in 2023.

“Flamingo has been virtually dormant since the early 2000s because of hurricanes. We started here in 2018, so to see how much it has evolved and to be a part of the restoration process has been a great honor,” says Laura Sherman, Vice President of Hospitality.

“While the festivities for the Anniversary happened in Flamingo, this event is a celebration of all of Everglades National Park, which includes our Everglades Florida Adventures property in Everglades City, as well as a property we are soon to announce.”

Those in attendance included:

• Pedro Ramos, Superintendent of Everglades National Park

• Shannon Estenoz, Assistant Secretary of the Interior for Fish and Wildlife and Parks, U.S. Department of the Interior

• Talbert Cypress, Chairman, Miccosukee Tribe of Indians of Florida

• Tina Osceola, Director, Tribal Historic Preservation Office, Seminole Tribe of Florida

• Debbie Wasserman Schultz, U.S. House of Representatives

• Daniella Levine Cava, Mayor of Miami-Dade County

• Shawn Hamilton, Secretary of Florida Department of Environmental Protection

Recent construction on the restaurant and lodging at Everglades Flamingo Adventures

• Chauncey Gross, Board Chairman, South Florida Water Management District

• Colonel James L. Booth, District Commander, U.S. Army Corps of Engineers Jacksonville District

• Eric Sutton, Executive Director, Florida Fish and Wildlife Conservation Commission

• Chris Wittman, Co-Founder, Captains for Clean Water

• Fran Mainella, Former 16th Director of the National Park Service

Guest Services’ representatives present included:

• Nico Foris, Chief Executive Officer

• Laura Sherman, Vice President Hospitality Division

• Dan Stoltzfus, Chief Financial Officer

• JJ Condella, General Manager Everglades Flamingo Adventures

• Rob Bates, Corporate Chef

• Derek Nottingham, District Manager

• Jennifer Miller, Director of Revenue Management

• Joe Pereira, National Sales & Marketing Director

• Corporate Marketing Team Members, Ody Hernandez and Veronica Martinez

• Our entire Everglades Flamingo Adventures operations team

THE LARGEST SUBTROPICAL WILDERNESS IN THE UNITED STATES

Everglades National Park protects an unparalleled landscape that provides essential habitat for numerous rare and endangered species like the manatee, American crocodile, and the elusive Florida panther. Within this legendary park, Guest Services has the privilege of operating two incredible destinations.

EVERGLADES FLAMINGO ADVENTURES –HOMESTEAD, FLORIDA

Located at the southernmost tip of the Florida peninsula within Everglades National Park, Flamingo Adventures provides beautiful campgrounds, an abundance of recreational activities, and phenomenal views of the largest subtropical wilderness in the nation. Flamingo Adventures is the ONLY place in the USA where you can stay in a houseboat, eco-tent, or both as your one-stop adventure spot.

EVERGLADES FLORIDA ADVENTURES –EVERGLADES CITY, FLORIDA

Everglades Florida Adventures offers tours so visitors can see a variety of birds, manatees, dolphins, and other wildlife native to Florida. Whether you go on your own in one of our canoes or kayaks or join our guides, the beautiful and mysterious Everglades nature will reward you with its treasures.

EVERGLADES MANGROVE ADVENTURES –EVERGLADES CITY, FLORIDA

This exciting new Everglades property is now not only Guest Services operated but also Guest Services owned. It features a visitor center, a massive tower for tall views, and will eventually offer many of our recreation products.

EVERGLADES TOWER & MANGROVE ADVENTURES

Guest Services’ presence in Florida continues to expand. Our operations include recreation, lodging, hospitality, dining, senior living, and condominium properties throughout the state. Our strong footprint positions us well to strategically pursue new and exciting opportunities within this great state.

In July 2022, Guest Services acquired a stunning property lying dormant across the street from our Everglades Florida Adventures site. Here, we recently activated Everglades Mangrove Adventures that will welcome guests with recreation tours and many other services on the water.

“We purchased four acres of land adjacent to the Everglades from a prior concessionaire who no longer had any interest in it,” says Laura Sherman, Vice President of the Hospitality Division. “Operations will begin just a few months after the Everglades 75th Anniversary, a monumental celebration of all this legendary National Park has to offer.”

EXPANDING OUR EVERGLADES PRESENCE

The visitor center at Everglades Mangrove Adventures will temporarily replace the building destroyed within the Everglades Florida Adventures park during Hurricane Ian. This facility also enables us to build retail, concessions, dining options, and other exciting opportunities.

“For now, tour boats are the only thing available there. But we have the opportunity to enhance the offerings already in place by providing private guided tours, adding kayaks, canoes, eco-tents, glamping, and primitive camping… we can also add new private small boat rentals that will enable families to go out and discover the Everglades on their own,” says Sherman.

“One of its most interesting assets is the four-story high tower that overlooks the Thousand Islands, Florida Bay, and the Everglades. It’s a really incredible vantage point of the park,” says Sherman.

A STRATEGIC ACQUISITION

“Naturally, it was a good fit for us because we have scale in that area, and we can provide the necessary resources to bring this property back to life. It’s a really exciting opportunity for the Company,” says Nico Foris, CEO.

Not only is this a great addition to the Company’s portfolio, but it is also a statement into the health of our organization.

“We can market and do things that the other operators might not have been able to do. It aligns with our strategic areas of growth, core competencies, and commitment to delivering outstanding visitor experiences in National and State Parks, as well as in the private sector. While we’re not necessarily an acquisitive company, when we find the right opportunities, we are more than willing and capable of deploying capital resources and making strong strategic moves.”

THE FAMILY CHARM OF THE OLD SUGAR MILL PANCAKE HOUSE AT DE LEON SPRINGS STATE PARK

Once called Acuera, or “Healing Waters,” by Mayaca Indians who inhabited the area, De Leon Springs is a place to cool off in clear waters, roam trails through a lush subtropical forest, and immerse oneself in a rich history.

This park is an enchanting hidden gem just north of Orlando and near our operations at Blue Spring State Park and Hontoon Island. Aboard kayaks, canoes, and paddle boards, guests coast through De Leon Springs, Spring Garden Run, and the Lake Woodruff National Wildlife Refuge. We also offer tube rentals for a lazy river float, boat tours, snorkeling gear for those who want a better look, and various other amenities.

The park’s restaurant, The Old Sugar Mill Pancake House, is its most famous attraction. Located in a 100-year-old replica of an 1830s sugar mill, the restaurant features an extremely unique dining experience that lets guests build and cook their own pancakes right at their tables. The menu also offers other breakfast staples and an array of lunch classics.

MID-HURRICANE ACTIVATION

We converted to a Guest Services property and began operations in September 2022 and right in the middle of a category four hurricane. We’re incredibly grateful for the hard work of all the team members involved in traversing this crisis and for maintaining many of the projects even through the storm.

“The biggest challenge was the hurricane that came through right as we were getting started. Everything was under water, there were trees down, there was no power for two days… It was tough,” says Matt Smith, District Manager, when asked about the team’s experience activating the De Leon Springs Adventures unit.

The team’s inspiring response to the storm led the unit swiftly back to full operations. Since then, it has seen great success moving forward.

EXPANDING ON THE DE LEON SPRINGS PRODUCT

“This is another park that has so much potential. I think being the entity we are, we can take it to the next level. We can build on what was previously here and make it an even more special experience for guests,” says Smith.

Our team rebuilt the previous concessionaire’s unique tables to expand their size to include six to eight people. We also improved the previous pancake recipe by testing different formulas with past guests and team members.

The restaurant reopening under our management is not going unnoticed; our team’s work was already featured in local news.

View the article here at NBC 6 South Florida: www.

Clickorlando.com/news/local/2022/10/18/batter-up-oldsugar-mill-pancake-house-opens-in-de-leon-springs-statepark

CAPITALIZING ON POTENTIAL

We look forward to expanding on the portfolio of services already offered here. “We’re going to rent cabanas, pontoon rentals, and pedal boats… these are just a few of the most immediate things we’re looking forward to adding,” says Smith. Eventually, we will begin offering many other Guest Services hospitality staples like weddings, family reunions, graduations, and other events. Keep an eye on this property, as it promises a great 2023!

EXPANDING THE CONDOMINIUM DIVISION

Even during a year when the most impactful hurricane in decades swept the state, our Condominium Division celebrated great successes and expansions. Meet the latest condominiums to join the Guest Services family. With ultra-luxury style communities full of worldclass amenities, these units offer a remarkable experience to their owners and tenants.

KALEA BAY – MASTER

Kalea Bay is a gated waterfront community offering luxurious high-rise living, meticulously manicured with stately palm trees, beautiful man-made lakes, and luxuriant floral plantings. When fully built out, the upscale development will be home to 582 residences within five towers, spanning more than 480 acres of pristine Florida land.

KALEA BAY – TOWER 300

Located on the last waterfront property in North Naples, Kalea Bay’s T300 high-rise tower offers stunning views of the Gulf of Mexico and is ideally positioned to take advantage of the magnificent sunsets. The 120 residences at Kalea Bay, equipped with private elevators that lead directly into the residence, are designed to be a coastal retreat. A place where peace, comfort, and convenience come together in a rich and carefree lifestyle.

MYSTIQUE AT WATERPARK PLACE

Set against the tranquil waters of the Gulf of Mexico and featuring a collection of elegantly appointed and masterfully designed residences, Mystique is redefining luxurious beach-front living at one of Naples’ most prestigious addresses. The extraordinary lifestyle at this iconic 81-unit, 20-story tower surrounds residents in incomparable luxury. It features expansive floor plans with walls of windows, spacious private terraces showcasing breathtaking views, and world-class services and amenities that cater to an exceptional lifestyle.

ST. LAURENT AT PELICAN BAY

Located along Grenadier Boulevard, the opulent high-rise condo community is located in the central area of Pelican Bay, the premier luxury community in Naples. The high-rise condo offers stunning views of the Gulf beach, the beautiful Clam Pass, and the wide verdant area of nature preserves surrounding the community. St. Laurent comprises 107 well-designed condo residences, including five luxury penthouses spread within the 22-story condo tower.

THE TEAM

This past year, we introduced four new Condominiums to our portfolio, shifted our business development strategy within this industry, and made a few adjustments to key members of this exceptional team.

“While our niche in the market has been and will continue to be managing luxury high-rise condominiums, a new direction of the company is not only establishing our presence in a market beyond Southwest Florida but also transitioning into the Home Owners Association (HOA) market,” says Joana Vasilescu, LCAM (Licensed Community Associate Manager), the new Director of Operations in the Condo Division.

In addition to the introduction of Vasilescu as Director, the Condominium Division also now has three District Managers; Kris Savoie, Kurt Andrae, and Ethan Loschiavo.

• Barry Trice – Vice President of the Hospitality Division, is responsible for the executive oversight of the Condominium Division.

• Joana Vasilescu, LCAM, started her hospitality career in Marriott’s accounting department and quickly advanced to Regional Operations Specialist overseeing 42 hotels and condominium residencies. In 2016, she relocated to Florida from New Jersey and started working as a Regional Director of Property Management, playing a key role in business development, training initiatives, client relationships, quality assurance, and nurturing staff growth and development.

• Kris Savoie, LCAM, is originally from the Minnesota area where she graduated from the College of St. Catherine’s and began her career in hospitality

and property management in 1985. She has been serving Naples’s area residents for over 25 years in the hospitality industry and was Regional Director for the SWFL area working with high end developers in both single family and luxury condos for several years. She is actively involved with the Community Association Institute (CAI).

• Kurt Andrae, LCAM, has over 25 years of varied real estate experience ranging from financing some of the largest construction projects in Chicago & Milwaukee as a banker to founding an award-winning residential development company as well as a de novo bank, where he was President & CEO. Most recently, before joining Guest Services, he served as Controller for a local association management firm, along with overseeing their maintenance division.

• Ethan Loschiavo, LCAM, is originally from the Northern KY/Cincinnati area and has served Naples’s area residents in the community management industry for over sixteen years. He is a graduate of the University of Kentucky and has been actively involved with the Community Association Institute (CAI), the condominium management industry’s leading trade organization, as both a student and volunteer since 2008.

Welcome to all the new Condominium team members, and thank you all for your dedication to excellence!

Mystique at Waterpark Place

St. Laurent at Pelican Bay

DIVERSITY, EQUITY & INCLUSION

Since 2022 began, Guest Services has welcomed four new Employee Resource Groups (ERGs), has evolved its Diversity, Equity, and Inclusion Staff Advisory Council (DEISAC) to include the leaders from those groups, and employed the use of a variety of DEI tools to continue making our community welcoming to all.

Each new ERG designated an executive sponsor and two co-chairs, has independently created their unique name and charter, and chosen one or more of the “4-C” model to focus on at the start.

“Remember, everyone is welcome to join any ERG. These are open and inclusive to all. You can join as a member or ally, as long as you’re a Guest Services team member,” says LaJuana Warren, Director of Diversity, Equity, and Inclusion.

COMMERCE

Making a business impact for your company

4 C’S FRAMEWORK

COMMUNITY

Benefiting the communities you serve

CAREER

Making an impact on the careers of your members

MEET GUEST SERVICES’ EMPLOYEE RESOURCE GROUPS

WIN: Women’s Initiative Network (Women’s ERG)

Executive Sponsor: Barry Trice

Co-Chairs: Angie Thurston, Joana Vasilescu

The women’s group is focusing on ‘Career’ as their first ‘C.’ The group hosted a panel discussion in September with several female senior leaders at Guest Services, during which panelists shared career advice, how they achieve work/life balance, and ideas on self-care.

Hola: Hispanic Latino Assembly (Hispanic/Latinx ERG)

Executive Sponsor: Laura Sherman

Co-Chairs: Ody Hernandez, Ken Lopez

The Hispanic/Latinx ERG is focusing on ‘Career’ and ‘Culture.’ The group created a flyer to share ideas on how to celebrate Hispanic Heritage month, is leading the charge to ensure our communication is multilingual, and is working with a language interpreter service to make future ERG meetings more inclusive by providing realtime translation capabilities.

CULTURE

Raising awareness to social/cultural group issues

Kaleidoscope (LGBTQ+ ERG)

Executive Sponsor: Jeff Ritter

Co-Chairs: Lisa Duncan, Joe Pereira

The LGBTQ+ group is working on ‘Culture.’ At each meeting, they have an individual share their “coming out” story. The stories have been heartwarming and inspiring. Future events include viewing the Human Rights Campaign Corporate Equality Index and looking at best practices we might be able to incorporate.

BELIEVE: Black Employees Leading in Inclusive, Excellence, Vision & Education

Executive Sponsor: Dan Stoltzfus

Co-Chairs: Paulette Lassiter, Mona Aleem

This group is working on the ‘Career’ initiative and in their last meeting brainstormed ideas for future sessions, which included succession planning, working with mentors, and having a panel discussion with senior leaders to understand the skills and competencies that are valued for promotional opportunities.

REINFORCING OUR DEI STRATEGY

In addition to developing our ERGs, Guest Services has implemented an arsenal of initiatives and exciting developments. Here are a few:

• Working to provide more robust Harassment Prevention Training and Unconscious Bias Training.

• Relaunching EmPulse to ensure we are focused on potential discrimination or harassment issues –in essence, being more proactive versus reactive.

• Working to upgrade our current helpline to include different language options.

• We are working with a language interpretation company to make sure our communication materials are bilingual so that we are connecting with all team members.

• We have made significant adjustments and updates to our harassment policy.

• Nico Foris has signed the CEO Action Pledge. This reinforces our commitment to Diversity, Equity, and Inclusion and gives us access to a massive platform of tools (learn more at CEOAction.com).

• The Speaker Series has welcomed seven speakers to wide acclaim since its creation early in 2022 and will continue in 2023.

• Additional Training has been implemented and distributed to expand on all covered and protected classes of employees, including gender identity.

• A Juneteenth Luncheon and Celebration was held at Columbia Island Marina.

• Team members throughout the country attended local Pride Festivals.

To continue expanding on our community outreach programs, “We’ve been exploring the possibility of a partnership to assist the company with organizing community outreach. It’s something we’re excited about expanding on in 2023,” says Warren.

“We’re extremely proud of our progress this past year and look forward to building on it even more in 2023!”

CENTRAL RESERVATIONS TEAM AND REVENUE MANAGEMENT

HOW IMPACTFUL IS A CALL CENTER IN THE MODERN AGE?

In 2020, the average conversion rate in the hospitality industry for online bookings was only 2.2%. This means that for the average hotelier in our industry, out of 100 people who go to a website to book a reservation, only around 2 of those people actually complete the process and book. Our call center has conversion rates as high as 36% for some properties. Also, in 2021, they answered more than 130,000 calls and booked more than $6.5 million in business.

The Guest Services Central Reservations team is led by Jennifer Miller, Director of Revenue Management, and we sat down with her to learn more about this extremely powerful tool.

What is the Central Reservations Team?

“Central Reservations is essentially a call center for 24 different locations. We answer calls, take reservations, provide customer support, and answer general questions for a variety of different things like guest rooms, kayak rentals, and boat tours,” says Miller.

The 17-person remote team utilizes an assortment of web-based tools like Track, where web chats and phone calls come through; Webrez Pro for lodging; FareHarbor for recreation; and OpenTable for dining.

“We opened in April of 2018. We wanted to drive revenue, but just as importantly, we wanted to make sure that we were capturing all the phone calls that were coming into the units. We also wanted to take pressure off the onsite team members so they can be available for guests,” says Miller.

Having an internal agency like this isn’t just about increasing conversion rate and driving revenue; it’s also about strengthening the customer experience and supporting onsite staff. This resource is paramount in reducing the strain on the onsite team members, who used to be the ones to field the incoming calls. The property staff can now focus on operations and maintaining business priorities.

What’s on the horizon for the Central Reservations Team this upcoming year?

“The most important thing to know is that instead of being two separate units within the company, we will become one in 2023,” says Miller. This is a significant shift as it creates opportunities to become more efficient.

“We’re working toward cross-training our team, optimizing our scheduling, and creating a more granular process to account for seasonality and call volume fluctuations. Our team members will be more prepared and better equipped to help the properties they work for.”

Tying together our outdoor destinations and experiences, Guest Services has created Adventures Unbound, an initiative that embodies our “legendary hospitality” mission for today’s outdoor enthusiasts and enables our guests to discover the wonders of nature, and rediscover themselves, by connecting them with special places and people.

MORE TO COME SPRING 2023

EXPLORE YOUR EMPLOYEE PERKS & DISCOUNTS

UP TO 50% OFF* THE GUEST SERVICE PORTFOLIO

At Guest Services, all team members and their families have the opportunity to enjoy the country’s most iconic destinations and experience what makes this organization so unique.

Our partnerships with National Park Service and state parks enable employees to enjoy the natural splendor of the magnificent Mount Rainier, the gorgeous coastal cliffs and redwood forests of Big Sur, the unique swamps and marshes of the Everglades, and so much more.

Your lodging is a fraction of the normal guest price. And during your stay, you have access to 50% discounted bikes, paddle boards, kayaks, canoes, small boats, boat tours, and an abundance of other recreation services that make your journey even more exceptional.

The appetite you work up after your otherworldly adventure will be met by yet another massive discount at any of our restaurants and dining services. Our executive chef’s exquisite cuisine is locally beloved and often features many of the area’s fan favorites, like fried shrimp at The Lodge at Wakulla Springs in Florida, further engulfing you in the uniquely captivating experience.

“Guest Services offers a variety of retail, food & beverage, and recreation discounts at our properties. From boating in the nation’s capital to adventuring at one of our Florida state parks, there is an activity for everyone! We encourage our team members to take advantage of these opportunities through our discount program,” says Erin Hirche, our Benefits Specialist.

Learn more about which property-specific discounts at the following websites:

• GSIEmployees.com/Discounts

• GuestServicesIntranet.com/Employee-Discounts

EMPLOYEE DISCOUNTS

To take advantage of our employee discount program, you will need to present proof of employment with Guest Services. Proof of your employment can easily be accessed through The Core.

Once you are on the homepage of The Core, click My Profile, Actions, and Launch Employee ID. You will be asked to sign your ID, which requires entering your username and password. To access the signed Employee ID, click My Profile, Documents, and then click on the Documents icon

BOOKING A RESERVATION AT A LODGE

If you’re requesting a lodging reservation, send the following information to Khristopher.Edwards@guestservices.com

• Your name, employee ID, and unit ID

• The destination and dates you wish to stay

• The number of people traveling in your party

• Proof of Guest Services employment (i.e., recent pay stub, employee ID) along with a photo ID (i.e., passport, driver’s license, etc.)

EXCLUSIVE SERVICE DISCOUNTS

Team members are also eligible for discounts on car rental services, retail stores, recreation, and more.

• 5% discount off market rates at Enterprise Rent-ACar – www.Elink.Enterprise.com/en/21/01/GuestServices-Inc.html

• Shop for discounted Dell computer products – www. Dell.com/MPP/GuestServices (discounts are built into the site and do not require a code)

• Save up to 12% on qualifying AT&T services – www. ATT.com/Wireless/GuestServices

• Verizon offers team members a 22% discount on monthly access fee, new two-year activation on eligible calling plans $34.99 or higher (line access fees and unlimited plans not eligible for discounting), 35% off eligible Verizon Wireless accessories, 10% access discount on all other purchases – www. Verizon.com/Discount-Program

For more employee perks and discounts or questions about existing offerings, please contact Human Resources at (703) 849-9382, by email at benefits@guestservices.com, or go online to either The Core or the Guest Services’ Intranet.

*Subject to availability. Specific properties may vary.

WIN A TWO-NIGHT STAY AT ANY GUEST SERVICES PROPERTY

Share your experience as a Guest Services team member! Go online to go.flip.to/TheStandard, choose a photo of yourself and your team on property, tell us about your experience as a team member, and then submit! First place wins a two-night stay with two runner-ups receiving a $50 Guest Services gift certificate. Good luck!

2022 EXCELLENCE AWARD

For more than two decades, Guest Services has conducted its Excellence Award (“E-Award”), a celebration of the achievements and development of outstanding team members. The award is given to those possessing and demonstrating consistent excellence in seven categories: customer and client service, peer relations, leadership, financial performance, creativity, sustained superior performance, and ‘unusual initiative.’

Once again, this past year included an exceptional slate of nominations. Congratulations to all the candidates and to the 2022 E Award Winner, Brett Freeman (Hospitality, Recreation).

Guest Services hired Freeman as Marina Manager at Flamingo Adventures when the contract officially began. He was instrumental in purchasing the entire marina fleet, from kayaks to tour boats and houseboats. After Flamingo, he helped set up boat operations at three new Florida State Parks, including St Andrew’s Shell Island Adventures, Blue Spring Adventures, and Homosassa Springs Adventures. Using his experience, he has assisted in writing many of our operations manuals that detail operating and safety procedures. Most recently, Freeman helped recreate and remodel the entire De Leon Springs restaurant within two weeks in order to open on time.

“Brett has been an asset to every location in which he has worked and supported, including opening Flamingo Adventures, driving new sales initiatives throughout the Florida recreation units, providing technical expertise on acquisition of new boat vessels, and taking on the lead in his new position as Boat Operations Manager for the Florida units. He’s perseverant, leads by example, and works incredibly well with all his team members,” says Matt Smith, District Manager.

“Brett’s enthusiasm about his work is contagious and sets the right tone amongst his teammates, managers, and guests. He always has a smile on his face and is eager to assist whenever possible. He is an excellent representative of Guest Services,” says Laura Sherman, Vice President.

Runners-Up:

Trenton Argobright

Property Manager, Surfsedge Hospitality, Condominiums

Amy Reiss

Sales Manager, Fairfield Inn

Hospitality, Lodging

Bruce Ward

General Manager, Columbia Island Marina Operations, Recreation

25-YEAR CLUB MEMBERS

A special thank you goes out to these loyal Guest Services employees on reaching an impressive milestone.

Visit mailchi.mp/guestservices/ofmdta4vrc for the full quotes.

Sandra Pillay, Food Prep/Food Server, United Association

“She has the respect of the team. She is reliable and dedicated to giving the best customer service, and is the embodiment of the GSI spirit of service,” – Derek Nottingham, District Manager, Food Service

Ruth Riddick, Retail Manager, Lincoln Retail, South Kiosk

“Ruth started with Guest services in 1997 at the MCI center as a Retail manager. Her respectful treatment of her customers and her effort in creating connections with every customer are the reasons why customers always leave her store with a feeling of importance.” – Addis Worku, District Manager, Retail

Patty Capper, Sous Chef, Florida Southern College

“Recently, Patty stepped in and took over the purchasing position. She did not relinquish any of her Sous Chef responsibilities, and our operation runs more efficiently, and purchasing has never been handled so well…” – Timothy Raible, Food Service Director

Tina Collman, Purchasing & Procurement Manager, Mount Rainier National Park

“Tina is the silent engine that keeps this place running through resilience, creativity, and dedication. Tina has been recognized for her efforts by Guest Services as a finalist for the President’s “E” Award…” – Melinda Simpson, Operations Manager

Kelly Cruz, Arts & Industry at Kiosks on the Mall

“Kelly is a happily married family man with two daughters and two sons. He enjoys working on cars and spending time fishing with his sons. As a Guest Services team member, he has worked at the National Shrine and National Mall.” – Paulette Lassiter, District Manager, Food Service

Mark Haisley, Lead Cook, National Park Inn Restaurant

“[Mark’s] reputation is one of reliability, creativity, and a just darn hard worker. Mark is highly regarded by his co-workers and management team. Any operation would be fortunate to have such a talented cook as him.” – Melinda Simpson, Operations Manager

Kim Roundtree, General Manager, Lake Mead Recreation Area

“... From customers, Kim is friendly and helpful. From clients, Kim is very knowledgeable. From employees, Kim is loyal and fair. She has an enormous amount of experience and knowledge and is very cost conscious.” – Rod Taylor, Vice President

Barry Trice, Senior Vice President, OperationsHospitality Division

“... Barry was promoted to Vice President on October 23, 2003, and continues to serve in that role overseeing many of our National Park contracts, the Property Management and Condominium portfolio, Florida Southern, and The Doubletree Suites by Hilton to name a few.” – Nico Foris, CEO

Brett Freeman

PROPERTY AWARDS

Giants Ridge

• Best of Minnesota (Star Tribune)

• GOLD x1: Best Ski Hill

• SILVER x2: Best Ski Resort, Best Golf Resort

• Golf Digest

• Golf Digest’s Editors’ Choice Award –“Best Golf Resorts in the Midwest” (2022) (fourth year running)

• Golf Week (USA Today)

• Best Public Golf Courses in Minnesota: The Quarry #1; The Legend #6

• Top 200 Resort Courses: The Quarry #36 and The Legend #T-130

• Top 200 Modern Courses: The Quarry, #T-135

• Top Public Courses, State-by-State: The Quarry #1 in Minnesota, and The Legend, #6 in Minnesota

• Midwest Golf

• Editor Choice award, Best Golf Trip: #T-1

Bear Mountain Inn

• The Knot

• Best of Weddings Award (2023)

The Lodge at Breckenridge

• One Breckenridge Service Champion

• Summer Season 2022

The Lodge at Breckenridge Team receives the One Breckenridge Award for great customer service. From left to right: Juliane Lenora, Rhonda Wilson, Andrea Castro, Agustin Antich.