The TRADEWINDS issue 2 | 2017
KEITH SPEAKS Want to join the Empowerment Team? If you’re interested in becoming an Empowerment Team Member, it’s as easy as 1-2-3. One, attend a monthly “Empowerment Clinic” meeting. We’ll teach you the basics of empowerment and the tools available for you to use. Two, take part in the Empowerment Mentor / Mentee program. Other team members will actually take you “under their wing” and share with you how to enhance our guest experience. Three, take the necessary action to enhance our guest experience and document it! That way, we will see that you are actively participating in empowerment. Then you become a Team Member! And guess what: there are even special prizes that are given out in the monthly Empowerment Team Meetings! If you would like to join the team, just give me a call! Doug Rogers Director of Guest Satisfaction 727.490.5683 | drogers@twresort.com
INSIDE
As I look back on 2016, I find a lot to celebrate. We did more training than ever before, with Don Wooldridge leading the charge on the service training series “The Culture That Rocks.” While we did not meet our company’s financial goals, we certainly exceeded our expectations on our corporate culture development. I believe our managers and employee partners had a lot of fun with the culture challenges and we celebrated our Rock Stars at the Awards Ceremony. Our online sentiment scores continued to rise, and Palm Court and RumFish Grill consistently are ranked among the best restaurants in the area on TripAdvisor and Open Table respectively. More good news is that our “Guest Service Ratings” for 2016 were significantly higher than 2015, setting historically high ratings in nearly 90% of our goals! As you can imagine, empowerment played a major part of this incredible year of guest service. The act of empowerment is simply taking the necessary action to provide instant guest satisfaction. It has always been a part of our culture here at TradeWinds, and it is the #3 key of the Proactive Personalized Service. Simply take care of our guests, address their concerns and take action! Taking action is the most vital part of it all. As the local hospitality market continues to become more competitive than ever, it is critical that we provide overall better service to make sure our guests return to TradeWinds rather than going to our competitors. I want to personally thank each and every one of you – managers and employee partners - for providing excellent service, a friendly smile and a “can-do” attitude every hour, every day. You are what makes it a pleasure to come and spend time here at TradeWinds, whether for work or for play!
3 Using the App 4 Employees & Managers of the Month 5 Milestone Service Awards 6
Our Best & Brightest
8
Celebrating in Style
9 Rock Stars Awards
Keith Overton, CHA President, TradeWinds Island Resorts
10 Mike Lumpkin Safety Award 12 Hotel with a Heart 14 At Work & Play 16 Top 100 Empowerment Team Members
The TradeWinds Way magazine is produced and published by the Marketing Department of TradeWinds Island Resorts. 5600 Gulf Blvd., St. Pete Beach, FL 33706 | 727.363.2215 | JustLetGo.com © 2017 All rights reserved. Printed in the USA
Using the TradeWinds Way Employee App One of the accomplishments that we are very proud of for 2016 is the introduction of a brand new all employee app. Called The TradeWinds Way app, this fun little mobile app can be downloaded for both Apple and Android devices and is also available in a desktop version as well.
our Habitat for Humanity build, and pictures of Employees and Managers of the month. Our TW Way Social Channel is a great way to keep up on all of the social news throughout the company while the TW News Channel is reserved for operations updates and notices.
The Employee App is a cornerstone of our efforts to improve employee engagement and communication. We actually invested in the app because of your input on the annual Employee Opinion Survey. We have not traditionally scored very well on the question about employee communication so we decided to fix that and the app was born.
And don’t forget about the special channel called “Ask Keith!” This is an open posting channel where you can ask the president of our company, Keith Overton, anything business related and he will personally respond to you right there on the app.
Many employees are familiar with the app and consult it regularly. Unfortunately, our participation numbers are not as high as we would like. So we have been trying to load the app with features that will make the app truly a fun social mobile experience for all of our employees. One of our more popular channels is “Pictures and More” where employees can post pictures of work life directly to the app. There you will also find pictures of special events, like
Throughout the app you will find links to benefits and other information that we believe all employees may need to refer to from time to time. And finally, you can always submit articles, ideas and questions to us through the app so we can make the app experience something of value to you. If you have questions about the TW Way App or need assistance getting logged on, please stop by and see Jessica Leonard in the Human Resources Department.
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employee partners & managers of the month Congratulations to all those who were selected as Managers of the Month and Employee of the Month for the period December 2015 to November 2016!
MANAGERS OF THE MONTH CORPORATE Wendy Yoder Marketing Jim Rausch Conv Serv Chris Serfustini Marketing Wendy Kirkwood Marketing Colleen Eckley Accounting Amy Harry Accounting Crystal Holmes Reservations Shelly Palmquist Reservations Patty Pierce Reservations Don Wooldridge HR Terri Rickman Marketing Joey Baker Front Office John Clementson Purchasing Bob MacLeod Accounting
BACK OF THE HOUSE Misael Baez Banquets Lebien Presmy Housekeeping Marko Saint Hubert Housekeeping John Slivick Guy’s Grill Carlos Aguilar Housekeeping Florine Whitfield Housekeeping Don Engels Housekeeping Matt Ouimette Banquets Rocco Lazazzaro Engineering Pearlie Thomas Housekeeping Robert Harmer Security Thomas Mandzik Bermudas Eddie Adams Banquets Dan McLaughlin Housekeeping Jason Myerson Housekeeping Steve George Engineering Jassen Jenkins Stewarding Kate Lerch-Brown Laundry
FRONT OF THE HOUSE Hassan Ziad Bermudas Tom Reynen Guest Services Younes Taghzout Restaurants Jennifer Northcott Front Office Jeremy Nizzia Pizza Hut Jeff Fredrickson Food & Beverage Youssef Boulos Beef ‘O’ Brady’s Tim Kehoe Excursions Mike Devlin Front Office Elshan Gezal RumFish Grill Retail Paul Pecott RumFish Grill Laurie Puckett Front Office
EMPLOYEES OF THE MONTH CORPORATE Allyson Lifter Human Resources Angel Bordeaux Reservations Eva Smith Human Resources Kendall Burnham Reservations Nancy Hoffman Accounting Larisa Afanasyeva Accounting Shelley Dispain Accounting Yolanda Perez Reservations Kim Farnham Reservations Christopher Tench Purchasing Nola Howes Reservations Jillian Barradas Sales Jessica Leonard Human Resources Maria Slater Convention Services
GUY HARVEY OUTPOST AJ Bicaku Engineering Sfia El Missaoui Housekeeping Sreto Petrovic Housekeeping April Love Front Office Kevin O Hanlon Guy’s Gulfside Grill Chad Crosby RumFish Grill Brian McCracken Engineering Amanda Wiggins RumFish Grill Britney Wolfenbarger Front Office Ron Aleshire Engineering Patrick Austin RumFish Grill Emilio Hidalgo RumFish Grill Christopher Mucha RumFish Grill Kasey Haskins Guy’s Gulfside Grill Jennifer Spitzer RumFish Grill Patience Heenan RumFish Grill Ernestine Tolson Housekeeping Amber Drozd RumFish Grill Cortez Williams Bell Staff Marlo Wilson Front Office Angela Dorsey RumFish Grill Jacob Frerichs Guy’s Gulfside Grill Joesph Meyer RumFish Grill Valter Ibo Engineering
ISLAND GRAND FOOD & BEVERAGE Everest Bilimani Banquets Christopher Mullin Bermudas Mark Kleineidam Bermudas Denise Lang Bermudas Gregory Gottschalk Banquets Richard Hawk Flying Bridge Karen Koshman Marks Room Service Tracy Daniels Pizza Hut Rafael Hernandez Travieso Banquets Samantha Ousley Bermudas Amanda Watkins Deli Rickey Daugherty Bermudas Audra Uogintiene Palm Court Christopher Allen Palm Court Marcus Telsede Bermudas Wayne Whyte Banquets
Enrique Fonseca Flying Bridge Ryan McNeil Flying Bridge Alicia Watts Flying Bridge Lillian Fields Banquets Kevin Glennon Bermudas Cornell Granville Beef ‘O’ Brady’s Mohammed Morjani Room Service Devion Freemon Bermudas William Klett Palm Court
ISLAND GRAND FRONT OF THE HOUSE Logan Christopher Front Desk/PBX Myren Branesky Bell Staff/Valet Michael Kurant Activities Staff Nathaniel Veres Beach Staff Billy Wales Security Staff Robert McGuire Security Staff John Souza III Beach Staff Sarah Pavlansky Front Desk/PBX Michael Shannon Beach Staff Elizabeth Baldwin Beach Staff Jaymie Centamore Beach Staff Ryan Pearson Security Staff Alan Slakis Security Staff Rebecca Dunn Night Audit Emily King Night Audit Stephanie Skaggs Night Audit Bryant Alexander Security Staff Jordan Alexander Beach Staff Robert Galmish Security Staff Cristina Livingston Beach Staff
ISLAND GRAND BACK OF THE HOUSE Daisy Rivas Housekeeping Viviane Louis Housekeeping Odaise Espinaco Housekeeping Vinh Luong Housekeeping Karole Moore Engineering Susan Powell Engineering Besim Qose Housekeeping Albana Veizi Housekeeping Mike Ward Housekeeping Michael Ford Engineering Richard Holroyd Engineering Keith Knight Engineering Tony Lewis Engineering Ramon Lopez Mancebo Housekeeping Doniele Weaver Housekeeping Eric Huckaby Engineering Victor Joyce Engineering Bill Marple Engineering Joseph Bullers Engineering Fatima El Bouhali Housekeeping Carlos Sarmiento Engineering Jose Mendoza Lopez Engineering Christopher Morgan Engineering Sule Resic Engineering Besim Sylisufaj Engineering Sara Vasciannie Weaver Housekeeping Michael Willocks Housekeeping Venessa Byrd Housekeeping
MILESTONE SERVICE AWARDS
30 yea
rs
25 yea
rs
30 YEARS/SERVICE
25 YEARS/SERVICE
Each received $750
Each received a Trip, plus $300 spending cash
Kim Farnham Reservations Calvin Lunsford Reservations Patty Pierce Revenue Mary Wilkins Guy’s Gulfside Grill Margarita Yepes Banquets
Ron Aleshire Engineering Lynn Clark Convention Services Nancy Hoffman Accounting
20 yea
rs
15 yea
rs
20 YEARS/SERVICE
15 YEARS/SERVICE
Each received $500
Each received $250
Sheri Carpenter IG Front Office Aaron Grassman Housekeeping Tim Johnson General Manager-GHO Giam Ngo Housekeeping Le Nguyen Housekeeping Jim Rausch Convention Services Carlos Sarmiento Engineering Elda Vaso Accounting
Anne Dorneval Housekeeping Steven Elixir Flying Bridge Travis Johnson Marketing Petra Soheili Bermudas Mike Wagner Sales
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Celebrating Our
Best & Brightest ANNUAL AWARDS CEREMONY
MANAGER OF THE YEAR
Younes Taghzout, Food & Beverage Younes Taghzout has come a long way. His hometown (well, home country!) is Morocco and he was hired in 1992 to work in Bermudas as a Busser. His hard work and dedication was apparent and he progressed to an Assistant Manager, to Palm Court Manager to Restaurant Manager, overseeing aspects of all our food and beverage outlets. Some comments that Keith Overton shared when presenting the award: “So professional, and shows such pride.” “Younes works well with everyone and is always open to talk and to help you achieve your goals.” “Helpful, dedicated and fun! He is an asset to the company and can be counted on.” Younes won a trip, plus $300 spending money.
MANAGER OF THE YEAR FINALISTS
BACK OF THE HOUSE:
CORPORATE:
FRONT OF THE HOUSE:
John Clementson, Purchasing
Joey Baker, Island Grand Front Office
Matt Ouimette, Banquet Culinary
John Clementson hails from Arlington, Virginia and was hired in 1999. Elda Vaso shared these comments from voters: “John is the man who goes out of his way to help. Even on his way out on a late night, he will make sure to help you.” “Best guy I ever worked with.” “He is happy to help fix any issue, big or small, with a great sense of urgency.” “John is always a happy face to see.”
St. Pete Beach is Joey Baker’s hometown, and that’s where he started his career here in 2007; as a Beach Attendant. He then became a Housekeeping Floor Manager and Front Desk Manager. Comments shared by James Metro: “Joey is very good at taking care of the guests and staff.” “Very helpful and dedicated, and does it all with a smile.” “Joey is a great team player.”
Matt Ouimette’s hometown is Saratoga Springs, NY and he was hired in 2006. Jeff Fredrickson shared these comments from voters: “Matt is an overall hard worker and willing to put in the hours.” “He has shown his culinary talents by stepping into the Banquet Manager role.” “New role, great quality and good financial results … it’s been a great year for Matt.”
EMPLOYEE PARTNER OF THE YEAR
Billy Wales, Security From Rockford, IL – Hired 2005 Bill Wales is a great employee with a terrific attitude. The many, many comments confirm that he has brightened a day for many managers, and his dedication is noticed. “Bill Wales is the hardest working Security Officer and most compassionate man I have met.” “Well-rounded employee who is funny, and extremely talented in making everyone feel special.” “Always a ‘can do’ attitude. He’s great with busses, trucks etc., for corporate events: on the spot and always has the parking lot ready!” “I LOVE BILLY! He’s incredibly helpful and kind, and I love seeing him around the property.” “You just could not find a better representative for our company than Billy. Hardworking, polite … just an all around great guy.” James Metro, Tim Bogott and Keith Overton congratulate Billy Wales, who is voted Employee of the Year for the third time! (2011, 2013, 2016)
EMPLOYEE PARTNER OF THE YEAR FINALISTS
CORPORATE:
IG FRONT OF THE HOUSE:
Jessica Leonard, Human Resources From Chicago, IL - Hired 2014 Jessica has truly stepped up and embraced her role. Her hard work on the TradeWinds app is exemplary, and she has made herself an integral part of our culture.
Sarah Pavlansky, Front Office From Youngstown, OH - Hired 2015 Sarah is super sweet and friendly, bringing a great attitude to work every day. An amazing front desk agent, problem solver, and a hard worker.
IG BACK OF THE HOUSE: Mike Ward, Housekeeping From Cape Town, South Africa – Hired 2011 Mike is solid as a rock! Willing to help with anything. Works in a swift and efficient manner. Mike is instrumental in making the J-1 Program work for our company.
IG FOOD & BEVERAGE:
GUY HARVEY OUTPOST:
Everest Bilimani, Banquets From Korce, Albania – Hired 2013 Everest is a phenomenal employee; professional and courteous. Always goes the extra mile, and it’s noticed by clients! Because of his service, groups want to return again.
Sreto Petrovic, Housekeeping From Zenica, Bosnia – Hired 2004 Very detail-oriented, always looking out for things to clean or repair. Team player, hard worker! I’ve rarely seen anyone with his work ethic.
Presenting the awards for finalists are the proud managers: Don Wooldridge with Jessica, James Metro with Sarah and Mike, Jeff Fredrickson with Everest and Tim Johnson with Sreto.
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Celebrating the
Season in Style ANNUAL HOLIDAY PARTY Employees were treated to a lavish buffet, live music, karaoke, and an exciting casino night at the annual Holiday Party in the Island Ballroom and Grand Palm Colonnade.
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Rock Star Beaker Awards
Jim Knight joins Don Wooldridge and Keith Overton at the Awards Ceremony.
Jim Knight, who held culture training classes here at TradeWinds the prior year, returned to help present the 2016 Rock Star Beaker Awards. Jim is one of Keith Overton’s high school buds who has become one of the nation’s best hospitality trainers, and is the author of the acclaimed book, Culture that Rocks! Individuals and departments really came up with some creative and fun ways to celebrate our culture, and we congratulate the Rock Stars.
The Overall Rock Star Beaker Award for the team that exemplified the overall spirit of our culture was presented to the Engineering Department, for their Bridging the Gap Bowling Tournament. By inviting other departments to join them, everyone was able to get to know people on a personal level in a fun (and away from the property!) environment. Accepting the award from James Metro are: Kevin Young, Rocco Lazazzaro, Sean Hill and Andy Bravo.
Be the Chocolate Award goes to the Pizza Hut Team for providing an experience that guests could not get anywhere else. A photo of one of their artsy and personalized breakfast bags actually went viral! Accepting the award from Jeff Fredrickson is Jeremy Nizzia.
Be the Chocolate Honorable Mention was accepted by Younes Taghzoutfor the Palm Court Team, who was ranked #1 on TripAdvisor for 10 months in 2016.
Be the Chocolate Honorable Mention went to Margarita Yepes, whose “nowhere else” service by the Banquet Crew kept a very large meeting from going elsewhere. Margarita inspires her team to “be the chocolate” every day!
MIKE LUMPKIN SAFETY AWARD
Be Tattoo Worthy Award was presented to the individual or team who enlivened a culture that makes Employee Partners proud to work at TradeWinds. The tattoo logo design by Convention Services took the award, presented to George Bentley by Terry Popelka.
Community Involvement Award was presented by Jeff Fredrickson to Lori Christiano, who best exemplified the spirit of “Taking Care of Our Own and Our Community” through volunteerism. Lori is a faithful volunteer for virtually every opportunity TradeWinds offers to give back to the community.
The Mike Lumpkin Safety Award was presented to Kate Lerch-Brown for an amazing 1,878 days without an accident in the Laundry Department. Some of the things that contribute to their success include daily safety checks, corrections and explanations; making sure the staff has all the tools they need to do their job safely; and that tools are conveniently located. Because of the heat in the laundry, every year they try something new to help keep cool – like popsicles with electrolytes, cool rags around the neck, etc. Plus, if there have been no accidents that year, they have a celebration at a theme park like Universal Studios or EPCOT. Others recognized for their contribution to company safety are Arianna Stump for her work with Master Vendor Agreements; and Todd McGinnis, Chris Metro, Saint Charles Point Du Jour, Chris Serfustini and Gary York for their assistance with CPR classes for employees. The Mike Lumpkin Safety Award is in honor of Mike Lumpkin, who during his time as Safety Manager, put forth safety measures that vastly reduced the number of employee accidents, and was instrumental in reducing the amount of workrelated claims to under $100,000.
Empowerment Award was presented to Stella Mathews by James Metro for taking action to ensure instant guest satisfaction in the most consistent and creative manner.
Best Team Celebration Award went to the Housekeeping Team who provided the most exciting, fun and meaningful team celebration throughout the year. Marko St. Hubert, Audrey Terrell and Pearlie Thomas accept the award from James Metro for their weeklong celebration of International Housekeeping Week.
From left: Karen Lumpkin, Arianna Stump, Kate Lerch-Brown, Gary York, Chris Serfustini, Chris Metro and John Henry.
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This year, TradeWinds sponsored a home for one of our very own employees. Shanda Brown, a full time office coordinator in Island Grand Housekeeping, had to work very hard and earn sweat equity hours through the Habitat for Humanity program just to qualify. A hard-working single mother of a toddler and two teens, Shanda had been struggling with substandard housing: leaks, mold and mildew which was a health threat, especially to her oldest daughter who suffers with severe asthma.
HOTEL
heart with a
tradewinds
employees
lending a hand
TradeWinds not only financially backed the project but provided almost double the required 200 volunteer hours required to finish Shanda’s home. Employees were honored to be able to help build a home for one of their coworkers. And it wasn’t just line level employees who came out to swing a hammer. Members of the Executive Committee, including company president Keith Overton, put on their work boots and dedicated a day to building the home. Everyone came with a smile on their face and worked hard to get the house done, and enjoyed the atmosphere of teamwork and unity. Shanda expressed her gratitude and outlook for the future. “I’ll be able to save money and show my kids that hard work pays off.”
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at Work & Play Culture celebrations and fun were part of every department throughout the year. Work hard, play hard, have fun! It’s the TradeWinds way! Messy Activities Managers
I Love My Job at RumFish Grill
Guy Harvey Outpost Front Desk
Beach Keeping it Cool
Laundry Celebration
Island Grand Front Office
Activities and TradeWinds Guests
F&B and Accounting Monkeys
TradeWinds Softball Team
Marketing & Guide Puppies
Feminine Side of Sales
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5600 Gulf Boulevard St. Pete Beach, FL 33706
TOP 100 EMPOWERMENT TEAM MEMBERS These Empowerment Team Members received a $100 Bonus for their work on the Empowerment Team. They participated and properly documented their “Enhancement of the Guest’s Experience” or by providing problem resolutions to ensure guest satisfaction. They did this not just once, but multiple times; in the neighborhood of 7 to 10 times each month! For more information, see page 2. Ali Alaoui Bermudas Gina Aragon RumFish Grill Alberto Arcila Beef ‘O’ Brady’s Diop Assanvo Guy’s Gulfside Grill Courtney Aurich Reservations Alyssa Bailey Front Desk Liz Baldwin Beach Eddie Barile Beef ‘O’ Brady’s Casey Bilodeau Beef ‘O’ Brady’s Richelle Braynen Bermudas Suzie Brooks Front Desk Kevin Bruni RumFish Grill Diana Cade Beef ‘O’ Brady’s Mark Capanna Security Heather Cargle Flying Bridge Melissa Carr RumFish Grill Logan Christopher Front Desk Shelly Ciccolini Guy’s Gulfside Grill Anthony Ciecalone RumFish Grill Erin Clark RumFish Grill Sarah Conte RumFish Grill Michelle Crowley Guy’s Gulfside Grill Mechell Cruz Deli Dan Cummiskey SandBar Anthony Curatolu Bell Stand Francisco DaCosta Palm Court Jason D’Angelo Bell Stand Rick Daugherty Bermudas Chris DeJesus Front Desk Sade Despanza Front Desk Amber Drozd RumFish Grill Rebecca Dunn Front Desk Stephanie Empey RumFish Grill Linda Engelmann Guy’s Gulfside Grill Alexa Estevez RumFish Grill
Matt Ewald Palm Court Lily Fields Banquets Jake Freichs SandBar Devin Froman RumFish Grill Robert Galmish Security Cathy Gikaru Front Desk Santina Gordon Guy’s Gulfside Grill Kelsey Harris Guy’s Gulfside Grill Casey Hatmaker RumFish Grill Pamela Heady Perks Up Alyxandra Heller Salty’s Tiki Bar Emilio Hidalgo RumFish Grill Kassandra Horn RumFish Grill Derrick Jackson Front Desk Louann Joachim Bermudas Debbie Jones Flying Bridge Keona Jones Deli Kevin Keefe Flying Bridge Clyde Keep SandBar Emily King Front Desk Molly Konkle Front Desk Karen Koshman Marks Room Service Stephen Lahowetz Front Desk Denise Lang Beef ‘O’ Brady’s Andrea Levy RumFish Grill Patrick Long RumFish Grill April Love Front Desk Michelle Madison Flying Bridge Melissa Mainard RumFish Grill Rachel Maloney Guy’s Gulfside Grill Alexis Mannello Front Desk Elizabeth Marlett Front Desk Bill Marple Engineering Stella Matthews Front Desk Brian McCracken Engineering
Ryan McNeil Flying Bridge Hassan Moustakim Palm Court Frantz Myrthil Palm Court Victoria Nauman RumFish Grill Kevin O’Hanlon Guy’s Gulfside Grill Roberto Pantoja Flying Bridge Sarah Pavlansky Front Desk Susan Peace RumFish Grill Ryan Pearson Security Carmen Pena Concierge Cissy Poirer SandBar Sam Romano Salty’s Tiki Bar Alex Schultz RumFish Grill Stephanie Skaggs Front Desk Petra Soheili Bermudas Jennifer Spitzer RumFish Grill Brooke Stayton Flying Bridge Renee Tarsatino Beach Denise Teine Outfitters Shop Audrey Terrell Housekeeping Audra Uogintiene Palm Court Natalie Van Cleven Front Desk Jennifer Wabe Awakenings Alicia Watts Flying Bridge Mary Wilkins Guy’s Gulfside Grill Cortez Williams Bell Stand Claudia Wilson Housekeeping Marlo Wilson Front Desk Chip Wisiniski Engineering Britney Wolfenbarger Front Desk Diane Wood Front Desk Jennifer Wright RumFish Grill Elaine York Salty’s Tiki Bar