Hotel & Motel Management - October 1, 2007 - (Page 51)

www.HotelMotel.com/digital_edition HotelMotel.com | H&MM October 1, 2007 News INVERNESS HOTEL AND CONFERENCE CENTER 51 Feedback Continued from page 1 ments at the property,” she said. “It’s incumbent upon us to make sure ownership knows our needs. We’re the ones listening to the guests and clients and what their needs are. We’re the conduit to ownership.” On the other hand, the owner of the French Lick (Ind.) Resort Casino complex, which encompasses the French Lick Springs Hotel, West Baden Springs Hotel and the French Lick Casino, had a plan from the get-go to revitalize the community with the casino and hotel revenue and job opportunities, according to Jerry Gleason, v.p. of hospitality, who oversees operations at both hotels. The renovated French Lick hotel and new casino opened in November, and the renovated West Baden hotel reopened in May as part of a $382-million investment. The Cook Group of Bloomington, Ind., had the mindset of making French Lick a premier destination to help Orange County grow and develop, Gleason said. As such, the master plan includes continuing improvements and additions to the complex. BSR OC Acquisitions LLC, an afﬁliate of Orange County Holdings LLC, became the sole owner in June. Gleason said improving service delivery is a goal at the property level, and guest feedback is essential to success. “We had to start with a work force not accustomed to this level of product, so there is extra training always underway,” he said. The French Lick properties use a guest comment card program, and two directors of operations review the comments daily and no less than weekly with their team, according to Gleason. “You need to listen to customers and respond to what they want and you will be successful,” he said. At The Inverness Hotel and Conference Center in Englewood, Colo., a ﬁve-year plan helps the property keep on top of projects, according to Otton Suarez, director of rooms. Many improvements have been made in the last two years: Renovation of conference facilities, guestrooms and club lounge, and adding a spa. “We are very grateful that we had the funds available; a lot has been in the planning stages for many years,” Suarez said. “Decisions are made at the hotel and with the management company, and we get direction or approval from the [private] owner.” Inverness also gathers information from comment cards, repeat guest comments and third-party reports to evaluate trends that affect the hotel, Suarez said. Guest feedback at Claremont led to the renovation of its two main ballrooms, which took 10,000 square feet out of commission for six weeks this summer. Hollers said the project was prioritized by the executive team because of the proﬁtability potential it presented, and because it was their Achilles’ heel from a competitive standpoint. “We had a plan and had time enough to block out that space and didn’t run into any difﬁculties,” she said. shiggins@questex.com Meeting rooms at The Inverness Hotel and Conference Center in Englewood, Colo., were renovated this year to meet customer needs. ($5,000+) LodgeWorks, L.P. Resort Hotel Association Cynthia Savage Gaines Sturdivant Texas Hotel & Lodging Association The Broadmoor Hotel William Tiefel Robert Wiemer ($100 to $499) Minaz Abji The Robert Alter Family ($2,500 to $4,999) Ruth and Joe McInerney Adi Kohler Wes Ardis Atlantic City Hotel & Lodging Association Maria Austin Pennie Beach Beverly Coat Hanger Co., Inc Louie & Yuki Blanc Blueﬁn Bay on Lake Superior Gary & Joanne Budge Call Management Products Dr. Ronald Cichy Kellie Moser Tom Negri William & Michele Otto Palm Hospitality Company Panther Hospitality Leslie Pchola Ronald Pincus PlumpJack Management Group Michelle Poinelli Ponte Vedra Inn & Club Kathryn Potter Providence Biltmore Lori Raleigh Raphael Hotel Group Barbara Readey Paul Riedel Roberts Hotel Group Thomas Ruff San Luis Resort Sleep Inn & Suites Edmond Sobel Westex David Stipanuk Industry insiders call it Simply put, they get it. They recognize the importance of contributing to the American Hotel & Lodging Educational Foundation’s 2007 Annual Giving Campaign to support tomorrow’s industry. This year, the Foundation will put nearly one million dollars toward cultivating top talent, funding essential studies, and fueling progressive initiatives. Show you get it. It’s not too late to join the the List*. It reads like a Who’s Who of the most committed in lodging. List for 2007. Call 202-289-3100 or visit ahlef.org to join. ($1,000 to $2,499) Anonymous Vicki Gordon Stephen Holmes Hospitality Partners Hostmark Management Group Hotel & Lodging Association of Greater Kansas City Hotel Capital Advisors, Inc. Hyatt Hotels Corporation Nancy Johnson (matching gift) Irwin Kishner Mark Nelsen Gerald Petitt RLJ Development, LLC Sea Island Resorts Stevan Porter Tennessee Hotel & Lodging Association The Hotel Group USA Today Cindy Clark Coakley & Williams Hotel Management Douglas Collins Colonnade Hotel Boston Colwen Management ConventionPlanit.com Bob Craycraft Days Inn - Fordyce DHA Oklahoma Hotels, LLC dba Econo Lodge Inn & Suites Michael Downing Lorraine Dragavon Herbert Everett George Fischer Mark Giangiulio Ramesh Gokal Marc Gordon Terri Haack Gregory Hodges Holiday Inn Sheridan Hotel Equities, Inc Hoteliers Ink Kay Howard Jack Craver Company Paul Jinneman Alan Johnson Jon Inge & Associates Pat & Arnold Karr Maureen Kennedy - In Memory of John Whitaker David Kenney Eugene Kordoban Lago Mar Resort & Club Fort Lauderdale Joe Martin Matthew Masia Edward Mayotte James Miles CIRCLE NO. 102 Thayer Lodging Group, Inc The Breakers Hotel True North Hotel Group, Inc Waterford Group Charitable Foundation Michael Watkins Wholesale Commercial Interiors Barry Wickes Carl Winston Susan Wolfa ($99 and under) Biltmore Estate Caroline Cooper Nicholas Hadgis Lanier Publishing International LTD. Cindy Leong Schuyler Lininger Midwestern Specialty Advertising Company Marc Nowak Radisson Suites Tucson Red Bank Inn Thorofare Response Remediation Service Gail Sammons Kira Sanborn Paul Schultz Rolfe & Judith Sick Villagio Inn and Spa Lydia Westbrook = AH&LA Allied Member *American Hotel & Lodging Educational Foundation 2007 Annual Giving Campaign Donors (as of August 30, 2007) ($500 to $999) A-1 Textiles & Hospitality Products Capital Hotel Management, LLC Chancellor Hotel on Union Square San Francisco Destination Hotels & Resorts Enchantment Resort & Milamo Spa Anthony Falor Jack Healan Hess Hotels Group Pam Hewlett Inman Hotel Association of New York City Joori Jeon Johnny Walker Hospitality Group Donald Johnson http://www.HotelMotel.com/digital_edition http://HotelMotel.com http://ahlef.org http://ahlef.org http://ConventionPlanit.com

Table of Contents Feed for the Digital Edition of Hotel & Motel Management - October 1, 2007

Hotel & Motel Management - October 1, 2007 Contents Independents Rely on Guest Feedback Models Showcase Aloft, Element Brands Trainers Emphasize Communication, Cooperation Perspective At Your Risk Satisfaction Trends Sales Clinic Energy Star Update HotelWorld Update Trends & Stats Dressing Walls in 'Green' Music Programming Provides a Sound Solution Remote Check-In/Out for Leisure Travelers Q&A: Western U.S. Pipeline Softgoods - Beds and Bedding Transactions A Cause Célèbre Awards People on the Move Events Cleaning and Maintenance Solutions Marketplace Ad/Editorial Index Classifieds Checking Out

Hotel & Motel Management - October 1, 2007

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