Fairmont Has Heart! - Lacp.com


Fairmont Has Heart! - Lacp.com





C.E.O.’s Message .............................................. 2

President’s Message ...........................................2

Out of Africa ...................................................... 3

Fairmont Has Heart cont’d ................................ 4

The Fairmont Files............................................. 6

Fairmont Has Heart!

Giving back to our communities around the world

Corporate Social Responsibility, or CSR, is the popular term used

to describe an organization’s commitment to its community and

environment, both local and global. But behind this rather

lacklustre acronym is a blockbuster effort that, at Fairmont

Hotels & Resorts, began long before the phrase was coined!

Fairmont has always had a pioneering spirit and a genuine

connection to the environment and our communities,”

explains Brian Richardson, Vice President, Brand Marketing

& Communications. “Caring for the people and places

around us is an integral part of our brand heritage.”

Lava fields adjacent to The Fairmont Orchid, Hawaii

carry the history of ancient Hawaiians by way of carvings,

or “petroglyphs.” Colleagues help preserve these

monuments of old by clearing them of infringing grasses,

graffiti and debris.

Fairmont’s philanthropy program is directed where, as a

member of the tourism and hospitality industries, we have the

greatest ability to effect change. These three areas are:

Responsible Tourism

Our longstanding record of environmental stewardship began

nearly 20 years ago with Fairmont’s Green Partnership

Program, and continues today with the development of

strong “eco-allies” (including the National Geographic

Society, and the Prince Albert II of Monaco Foundation).

Responsible Tourism also includes our efforts in support of

cultural and historical preservation (as demonstrated in our

partnership with the World Heritage Alliance), as well

as community projects related to education.

Hospitality Training & Education

Developing the talent of tomorrow is a priority. Many

secondary and post-secondary hospitality programs benefit

from the financial support of the Fairmont Foundation,

which funds new resources and programs. Our donations

have benefited countless students and a range of projects,

from computer classrooms, to culinary programs, skills and

curriculum development, and scholarships.

Impacting Communities at a Local Level

Responsible Tourism and Hospitality Training & Education

are supported at the hotel level as well as the corporate, but

our local involvement does not end there. Each member of

our Fairmont family provides in-kind donations within their

community, and many thousands of our Colleagues

participate in volunteer and fundraising initiatives annually

(please see “Our Colleague Connection,” right).

Do our actions have an impact? Absolutely! “Because Fairmont

Hotels & Resorts are at the heart of our communities, our

efforts are making a big difference at the local level,” says

Lori Holland, Executive Director, Public Relations.

“At the same time, as a growing, global company,

our environmental and community stewardship

initiatives have the potential to inspire others

around the world.”

To read more about the people and

partnerships that support Fairmont’s

Corporate Social Responsibility program,

please turn to pages 4 & 5…

From coast to coast, “Team Fairmont” can be counted

on each year to rally behind the Heart & Stroke

Foundation’s Big Bike event. Colleagues at

The Fairmont Empress showed more than just a

little community spirit when they took their turn

aboard the 30-seater!

Our Colleague Connection

To understand why Fairmont’s culture of

philanthropy is so strong, look no further

than our workforce!

From bake sales to bike rallies, our

Colleagues have done it all in the name of

community and environmental stewardship.

They have dug deep into the ground to

plant seedlings, and dug even deeper into

their own pockets to donate change to a

worthwhile cause. In fact, there is no end to

our Colleagues’ creativity and generosity

when it comes to helping others and the


“Our Colleagues around the world are

truly the ambassadors of Fairmont’s giving

philosophy,” says Carolyn Clark, Senior Vice

President, Human Resources. “What makes

our Colleagues’ achievements so

inspiring is the fact that much of

their involvement is voluntary in

nature. Their support comes

from the heart.”

And these heartfelt efforts,

big and small, are making

a difference. Thank you!

One of the most prominent

profiles on Dubai’s skyline shone

“in the pink” during October’s

Estée Lauder Companies Breast

Cancer Awareness Campaign.

The international event

illuminated over 200 landmarks,

including The Fairmont Dubai,

with pink lights, and raised more

than US$35 million for research.

Front Office staff (pictured)

showed their support by

sporting pink ties and cravats!

C E O ’ S


Today’s climate of economic uncertainty is a topic

of much discussion. In general, the travel

industry predicts stagnancy to a modest decline in

some markets. Fairmont is in the advantageous

position of holding a diversified portfolio of both

business and leisure destinations throughout the

globe. Declines in some geographic areas of our

business may be offset by the relative strength of

others. Our well-established brand name is another

asset that will serve us well during this time.

It is important to note that Fairmont Hotels &

Resorts has endured many similar economic

fluctuations throughout its century-old history. At

the hotel level, our properties have at different times

been challenged by a wide range of external factors,

including political upheaval and natural disasters.

We have persevered, and will continue to do so, with

the strength of our portfolio, the support of our

owners, and the commitment of our workforce.

On the subject of philanthropy, former U.S.

President Theodore Roosevelt once advised, “Do

what you can, with what you have, where you are.”

It is clear that Fairmont Hotels & Resorts can – and

has – effected positive social and environmental

change in many communities because of our

international presence. But equally as important as

“where we are,” is “what we have,” and that is a

global network of committed ambassadors of our

giving culture: our Colleagues.

We can take tremendous pride in Fairmont’s

Corporate Social Responsibility initiatives and the

ongoing potential of these programs and partnerships

to make a difference. Not only do many worthy

groups and causes benefit from our efforts, but our

action inspires others at both the corporate and

individual level.

There is much more to be done in the name of

social and environmental responsibility, and

Fairmont is building a strong framework with which

to do it. The key, however, remains our workforce.

I would like to recognize our Colleagues for the spirit

of generosity they consistently demonstrate, and for

helping to put our philanthropic goals into action.

This year has been one of significant global

growth and industry recognition for our company,

and 2009 holds many as-yet-unseen opportunities

for learning, sharing goodwill, innovation and

expansion. Thank you for your ongoing commitment

and contributions to our success.

However you celebrate the Holiday Season, I hope

that it is a memorable time for you and yours, and

I wish you all the best in the coming New Year.


P R E S I D E N T ’ S


Tom Storey


Fairmont Hotels & Resorts

Tom Storey’s September visit to the Pacific Coast coincided

with International Housekeepers Week, an annual

recognition event for the dedicated Housekeeping Teams

of our industry. The Fairmont Empress was just one

member of our portfolio to mark the occasion, and it did

so in part by coordinating a commemorative group photo

with Tom (centre left, with Mark Andrew, Regional Vice

President, Pacific Northwest Region). Each member of the

department received a copy.

Bill Fatt


Fairmont Raffles Hotels


Today’s Fairmont Raffles Hotels International (FRHI)

operates 91 luxury hotels worldwide under the

Fairmont, Raffles, and Swissôtel brands. Tomorrow’s

FRHI promises to be even more international and

eminent, with more than 25 hotels in the development

pipeline of Fairmont Hotels & Resorts alone.

By year end, Fairmont Battery Wharf will join a

sister hotel, The Fairmont Copley Plaza, in Boston.

This new waterfront property is situated at the city’s

historic North End.

In addition to several other previously-announced

properties joining our collection next year, 2009 will

see the opening of Fairmont Pittsburgh. Housed

within a mixed-use “green” building complex in

downtown, the hotel incorporates sustainable design

and construction guidelines.

Also in 2009, our presence on North America’s

West Coast expands with the introduction of

Fairmont Pacific Rim in Vancouver. The hotel is

located in the financial district and overlooks the

North Shore Mountains, Stanley Park and Howe


Fairmont Yangcheng Lake, Kunshan, China

rounds out our portfolio growth next year and


Fairmont Hotels & Resorts spent much of 2008 in

the limelight! The following are just some of the most

exciting individual and industry honors we earned

over the past 12 months:

Canada's Top 100 Employers 2009

(as featured in Maclean’s magazine)

Fairmont remains the only hotel company included in the

annual ranking, the brand’s 7 th consecutive appearance on the

list. Our company is also recognized among “Canada’s Most

Earth-Friendly Employers”

Condé Nast Traveler Gold List 2008

16 Fairmont properties recognized, including Fairmont

Tremblant (“Best by Activities”) and Fairmont Le

Montreux Palace (“Best by Design”)

Condé Nast Traveler Top 100 Golf Resorts 2008

Seven Fairmont golf resorts featured, including The Fairmont

Banff Springs, Canada’s highest-ranking golf resort

BusinessWeek Customer Service Champs 2008

Fairmont ranked #3 in the magazine’s 2 nd annual listing of the

top 50 providers of customer service excellence, compiled using

J.D. Power & Associates’ data and a supplementary reader survey

Expedia Insiders’ Select Hotels List

Fairmont Hotel Vier Jahreszeiten, Fairmont Mayakoba and

The Fairmont Olympic Hotel, Seattle were named among

the top 1% based on guest feedback, overall value, and input

from Expedia experts on Expedia network sites

Travel Weekly Magellan Awards 2008

Hotels & Resorts

Congratulations to Silver Magellan Award winners The

Fairmont Dallas (Fairmont Gold for “Penthouse Design”)

and The Fairmont Turnberry Isle Resort & Club (“Best

Overall Luxury Hotel/Resort”)

Strategy Magazine “Cause & Action Award”

Our Green Partnership Program earned the “Top Eco-

Hospitality Program” title for a 2 nd consecutive year

Fairmont Battery

Wharf Boston

150 guestrooms

Opening Dec. 2008

CNBC European Business “Top 100 Low-Carbon

Pioneers 2008”

Fairmont ranked 29 th on the list for taking steps to reduce

our carbon footprint, and was the only hotel group included

Fairmont Pittsburgh

185 guestrooms

Opening 2009

Fairmont Pacific Rim

400 guestrooms

Opening 2009

Fairmont Yangcheng

Lake, Kunshan, China

210 guestrooms

Opening 2009

represents the third of three Fairmont hotels opening

in China in 2009. Named after the adjacent scenic

lake, the hotel is a short distance from the Kunshan

city center.

Looking ahead to 2010, our brand will be

introduced to a new destination with the unveiling of

Fairmont Hyderabad, In dia. Located in a growing

business development area, the hotel will also launch

the Willow Stream Spa brand in India.

2010 will also see the opening of Fairmont Abu

Dhabi Creek, the latest addition to our growing

portfolio in the United Arab Emirates, and Fairmont

Manila, Philippines, which will further develop our

presence in Asia.

As the Fairmont footprint reaches new

destinations, so too are FRHI’s Raffles and Swissôtel

brands. Several developments, in fact, are in the same

cities as existing or planned Fairmont properties.

Raffles Sanya, Qingshui Bay (opening 2011) and the

Swissôtel Grand Shanghai (opened 2008) are two

examples. This strategy increases our overall market

share and provides maximal exposure of our brands

as a means of building recognition for FRHI as a

global leader in multi-brand hotel management.

The 31 st Concours International des Jeunes Commis

Rôtisseurs competition of the Chaîne des Rôtisseurs

assembled 20 young culinary talents from around the

world in September. Tobias Günther, Restaurant Haerlin,

Fairmont Hotel Vier Jahreszeiten (right, pictured

with Christoph Rüffer, Chef de Cuisine) finished first in

the prestigious competition, and his winning menu

subsequently dazzled diners at his hotel!


Readers of Travel + Leisure shared their favorite

international hotel and resort destinations for the

magazine’s 13 th annual “World’s Best Awards

2008.” They named 16 Fairmont properties to the

“500 World’s Best” list, including Fairmont Mara

Safari Club, which placed 2 nd in the “Top 25 Hotels:

Africa and the Middle East” category and 3 rd in the

“Top 100 Hotels Overall” list. Bravo!


The Spring 2008 issue of Dialogue inadvertently

omitted the names of several members of Fairmont’s

2007 Sales Team of the Year from The Fairmont

Southampton. We offer congratulations to: Samantha

Gatza, Beth Gadosky, Jennifer Donelle, Peter Frith,

Ami Diop, Josephine Tavares, Jessica Astwood, and

Sandra Correia.





As a global hotel company, Fairmont Hotels & Resorts

provides a window to some of the most unforgettable

destinations in the world. For Guests of Fairmont

Hotels & Resorts Kenya, this means expansive

savannahs, snow-capped Mount Kenya, the vibrant

capital of Nairobi, and the golden opportunity to view

native wildlife in its natural habitat.

Members of Fairmont’s Executive Team recently visited

our Kenya destinations in celebration of yet another

memorable aspect of this corner of the world: our Colleagues.

“We had the pleasure of meeting many Colleagues at

Fairmont Mara Safari Club, The Ark, and Mount Kenya

Safari Club, and experience first-hand their signature

enthusiasm and hospitality,” explains Carolyn Clark, Senior

Vice President, who was accompanied by John Williams,

Executive Vice President, Europe, Africa and the Middle East.

“We also attended the inaugural Service Plus Awards event at

Fairmont The Norfolk to deliver a message of welcome on

behalf of our entire Fairmont family. In fact, it was us who

were made to feel the most welcome!”

Fairmont acquired management of these unique properties

in 2006, but the hotels only recently marked their official

re-openings. First, a broad renovation and refurbishment

program closed each one in stages. Then, earlier this year,

political unrest in Kenya impacted travel to the region and

further postponed our re-launch dates. “Throughout all of

these challenges, our Colleagues have persevered, and we feel

immensely proud of their strength and loyalty,” says Sean

Billing, Managing Director, FHR East Africa.

Carolyn Clark was made an honorary “Masai Lady,” and

John Williams a “Kikuyu Elder,” during a visit to Mount

Kenya Safari Club, where Colleagues also performed

traditional authentically local dances. From left:

Esther Kamau, Gardener; Jonathan Nchoe, Security;

John Williams; Rise Nkuruma, Security; Carolyn Clark;

and Salome Bahati, Security.

“Over 600 individuals are employed throughout

Fairmont Kenya, and we share a tremendous pride in this

destination and all that it has to offer,” says Ali Kadhey,

Group Director, Human Resources, FHR East Africa. “Our

Colleagues are excited to be part of the Fairmont brand, and

we look forward to sharing our hotels and the very best of

Kenya with the world!”


Fairmont’s “African safari” expanded last June into South

Africa with the re-branding of Fairmont Zimbali Lodge,

a 76-room property along the eastern “Dolphin Coast.”

The resort is set within a coastal forest reserve and offers

a vantage of the Indian Ocean and a variety of

indigenous wildlife… and next year, will welcome a

sister property, Fairmont Zimbali!

The Kenyan culture enjoys a long history of music and

dance, so it is only appropriate that our Service Plus

celebration at Fairmont The Norfolk included a

meandering “Mugithi” Soul Train dance, led here by: Isaac

Maina, Reservations Manager; Abid Khawaja, Director of

Operations; Mercy Macharia, Assistant Front Office Manager;

Asaph King’ori, Accounts Assistant; Reuben Kaggai, Front

Office Manager; and Crescence Karanja, Finance Controller.

The Service Plus Awards presentation at Fairmont The

Norfolk concluded with a poolside Colleague reception.

Esther Sau, Tabitha Githinji and Fred Nyangwe, all Service

Agents, enjoyed the atmosphere – and the edibles – created

especially for them.

Welcome to paradise! The breathtaking Fairmont Mara

Safari Club recently placed 2 nd in Travel + Leisure

magazine’s “Top 25 Hotels: Africa and the Middle East” poll.

From left: Munene Ngotho, GM, Fairmont Mara Safari Club;

Ruth Kioko, Front Office Manager; John Williams; Ali

Kadhey, Group Director, HR, FHR East Africa; Carolyn Clark;

and Sean Billing, Managing Director, FHR East Africa.

The Kenyan expression, “Wazee hukumbuka,” means,

“the old remember the past.” This is what Philip Nyaga,

General Manager, The Ark (pictured holding guitar) is

doing when he plays music for Guests of his hotel!

The Green Team at The Ark actively replaces indigenous

trees that have been cut down for firewood or medicinal

purposes. John Williams (center) joined one such outing

to replenish the “Muthiga” variety with (from left):

Philip Nyaga, GM, The Ark; Charles Maneno, Head Gardener;

Joseph Mutongu, Naturalist; Charles Nderitu, Front Office

Manager; and Luke Andati, Naturalist/Security and Green

Team Leader.



The “buzz” about

our honeybees

A feast for the eyes –

and the bees!

The extensive gardens at

The Fairmont Algonquin

delighted Guests and

helped resident bees

produce a bountiful honey

harvest. Ryan Dunne,

Executive Chef,

incorporated the

sweet treat into a

special “100 mile menu”

featuring fresh, organic,

local ingredients.


Why not toast the New Year

with this decadent cocktail from

The Fairmont Royal York?

It was inspired by the hotel’s

rooftop honey harvest, in honor

of the Toronto International Film

Festival. For a non-alcoholic

version, simply substitute soda

water for the champagne.

1 oz. peach puree (or juice)

1 oz. honey

4 oz. champagne

Think of them as the hardest-working “guests” ever to spend

a summer at Fairmont. Hundreds of thousands of industrious

bees spent their summer months at three Canadian

properties, producing delectably fresh honey for our menus…

with a generous dash of bio-friendliness on the side!

The Fairmont Waterfront, The Fairmont

Royal York, and The Fairmont Algonquin all

hosted multiple honeybee hives this year as part of

No bees – or chefs – were harmed in the

making of this honey! Shannon Wrightson,

Executive Chef, The Fairmont

Waterfront, models a “bee beard” during

the hotel’s inaugural honey harvest in

August. Over two months, two hives

produced 30 pounds of honey!

larger eco-initiatives. And just what is so environmentally

friendly about bees? Not only is the honey they produce

local, fresh, and sustainable (not to mention delicious), but

the process that goes into making it has tremendous benefits

for local ecology.

An average honeybee’s day is spent traveling from

blossom to blossom, gathering nectar and pollen to return to

the hive. A happy by-product of this endeavour is the

pollination of thousands of plants.

“The more the bees forage, the more pollination

occurs,” explains Cathy Kozma of the Toronto Beekeepers

Cooperative, which established the hives at The Fairmont

Royal York in partnership with the hotel and FoodShare.

“This improves the whole [local] ecosystem and strengthens

the rooftop garden by encouraging more flowers, healthier

plants and bigger fruit.”

In addition to the ecological fringe benefits, hosting hives

on-site yielded many gallons of “the sweet stuff” for our

participating hotels. Our Colleagues utilized the bounty in

many different ways, from menu items, to honeycomb

garnishes, to beeswax soap.

Now that the winter season is descending upon our

Canadian properties, our hives have returned to local

beekeeping centers. Come springtime, our bees will come

back to our hotels and “get busy” once again!

“You can’t find a

supplier much closer

than your own roof!”

says David Garcelon,

Executive Chef, of the

honey harvest in the

rooftop garden at The

Fairmont Royal York.

The hotel’s three hives

are appropriately

named “The Honey

Moon Suite,” “The

Royal Sweet,” and the

“V.I. Bee Suite.”


Fairmont Has Heart!

Partnerships & Programs

It’s not just what you know, it’s who

you know! Fairmont Hotels & Resorts

has forged many meaningful

partnerships in the name of social

and environmental responsibility.

We have also developed several

programs of our own that allow our

Guests to “give back” and make

choices they can feel good about!

National Geographic Society

One of the world’s largest non-profit

scientific and educational organizations,

National Geographic Society, recently added

Fairmont to its growing roster of partners.

Our collective mission: to inspire people to

care about the planet. We can

help achieve this with the

upcoming Global Explorer

Series: exclusive opportunities

for our Guests to engage with National

Geographic experts in a range of activities,

from guided tours to outdoor excursions.

The Prince Albert II of Monaco


The Foundation advocates environmental

protection on a global scale by promoting

the sustainable and equitable

management of our natural resources.

Fairmont provides financial support to

the Foundation as it relates to efforts

regarding climate change, biodiversity, and

water conservation.

World Heritage Alliance

Nearly 30% of the Fairmont portfolio is

located in World Heritage sites, national

and provincial parks, and biosphere

reserves. It’s a natural fit for us to

align with the World Heritage

Alliance to promote conservation,

sustainable tourism, and economic

development for communities located in

and around these areas. Fairmont

Mayakoba is now paired with a local

tourism network to offer tours of the

nearby Sian Ka’an Biosphere Reserve,

generating revenue for local communities

and enriching Guests with the natural and

cultural history of the Mayan people.

World Wildlife Fund

Fairmont Hotels & Resorts is the first global

hotel brand to join the Climate Savers

program, an initiative of the World Wildlife

Fund (WWF) to address and avoid climate

change. Our two organizations will work

closely to set CO2 reduction targets,

develop our climate change strategy, and

raise awareness among policy makers,

Guests, and Colleagues.

United Way/Centraide

Many Fairmont properties across Canada

and the United States support

their local United Way/Centraide

agencies in their collective effort

“to improve lives and build

community.” Fairmont Le Manoir Richelieu,

for example, organized a Colleague

tournament benefiting Centraide over the

summer, and Corporate Office Toronto is

renowned for its successful fall United Way

campaign, contributions for which are

matched by the Fairmont Foundation!

Continued on the next page…

Giving back to our communities around the world

Charity begins at home, reads the popular proverb. Our companywide

stewardship of social and environmental causes begins at

the hotel level, in the very communities in which we operate.

But rather than being limited to cash donations, our wide-ranging

support and participation reflects not only the creativity of our

Colleagues, but their inspiring commitment, as well!

The medium is the message. Just in time for World Environment Day,

Colleagues at Fairmont Mayakoba used their creative talents to make

and share a variety of thought-provoking artwork. Their Green Team

coordinated an exhibit featuring art made from recyclable materials, all

with an ecological theme. The final “gallery” included paintings, videos,

kaleidoscopes and sculptures!

The biggest and most anticipated annual

fundraising event at The Fairmont Chateau

Lake Louise is the Charity Dunk Tank, which

invites Leaders from throughout the resort to

“take the plunge” for a great cause. Sabelo

Makalima, Tour and Travel Sales Manager, gave

new meaning to the phrase “dry cleaning” when

he braved the tank in his best office attire!

These paws were made for walking! And that’s just what

Colleagues did when they brought their four-legged friends out

for “The Fairmont Winnipeg Paws in Motion” event benefiting

The Winnipeg Humane Society. Over 1,500 participants raised

$175,000 for the cause! Pictured from left are: Karen Lanthier,

Senior Sales Manager; Colleen Bothor, Communications Agent;

Huy Pham, Assistant Comptroller; Tiffany Gustafson, Hostess, The

Velvet Glove; Heather Engel, Accounting Clerk; and Kareen

Chambers, Corporate Reservations Representative.

Colleagues at Fairmont Heritage Place Franz

Klammer Lodge put their best foot forward in

Chaco Footwear’s drive for used shoes when they

contributed 48% of total donations! The footwear is

now bound for Uganda in an effort to combat

hookworm anemia, a soil-borne parasite. Pictured

from left are: Christina Lujan, Executive

Housekeeper; Helen Gies, Assistant Controller; and

Beth Gaudet, Spa Manager & Co-Eco Champion.

The Fairmont Royal

Pavilion hosts a luncheon

each year for the

graduating class of St. Silas

Primary, its local adopted

school. “It’s a special

occasion for many of the

children who have never

had the opportunity to

eat in a restaurant

environment before,”

reports Audra Stevenson

Drakes, Director, HR.

The event is one of

many in support of the

school; this year,

Colleagues also held a

book drive and assisted in

the construction of a

resource room.


The Fairmont Royal York made

inspiring contributions of both people

and pledges to Toronto’s annual CIBC Run

for the Cure event in support of the

Canadian Breast Cancer Foundation. Over

70 hotel Colleagues took part in the

country’s largest single-day volunteer

fundraiser, and their donations totalled

more than $21,000!

Ever wonder what our Colleagues at Global

Reservation Centre do with the many dozens of

outdated phone books that accumulate in the office

each year? Green Committee members (including

Martine Godbout, Customer Service Coordinator

and Green Committee President, assisted here by

Claude Bourque, Ovation Awards Administrator)

deliver them to Nestle Purina, where they are

converted into kitty litter!

Colleagues at Fairmont Scottsdale are “dialled in” to the

Secure the Call Foundation, which diverts unwanted phones

from landfill by refurbishing them as “911” phones for

women’s shelters, senior’s centers, and even school crossing

guards. Pictured from left: (front row) Sue Carter, F&B Trainer;

Elaine Sporbert, HR Training Coordinator; Mark Petroff,

Fairmont Gold; David Schaeffer, Royal Service Supervisor;

(back row) Fatiha Fadil, Stewarding Coordinator; Janey Frost,

Kid's Club Manager; Maria Sneen, Payroll Manager; and

Jennifer Franklin, Director, Public Relations.

It costs 1.3 cents to make an American penny, and the

environmental impact of the minting process is also costly.

The Fairmont Washington, D.C. is inviting Colleagues to

reach deep into their couches and put that forgotten loose

change into action! Every cent collected is donated to their

city’s KEYS for the Homeless Foundation. Pictured from

left: Shahan Miah, Credit Manager; Kristhell Aguado,

Banquet Manager; Greg Fellman, HR Coordinator; Cesar

Erazo, Chief Engineer; Helen Brazell, Office Engineer; and

Diana Bulger, Director, PR.

Switzerland’s Pfyn-Finges nature reserve is

renowned for its biodiversity, its dragonfly

population, and its pine forest ~ one of the largest

in Europe. Colleagues at Fairmont Le Montreux

Palace did their part to care for the area with a

day-long clean-up initiative that removed forty

garbage bags of litter, plus large quantities of

discarded plastic and metal, from the site.

Partnerships & Programs cont’d


Fairmont Fit is an innovative program that

provides athletic apparel to FPC

Guests for use during their stay.

“Hot on the heels” of its

international expansion came the

news that Fairmont will donate gently used

shoes from the program to Soles4Souls, a

non-profit organization that will

redistribute them to those in need around

the world.

Community Conscious


Many Guests share our company’s

commitment to community and planet.

“Community Conscious Vacations” are

hands-on opportunities and experiences

that allow Guests to make a difference

during their stay with us. Some unique

options include planting a native Bermuda

Cedar seedling at The Fairmont

Southampton, hiking the interpretive

Sonoma Overlook Trail at The Fairmont

Sonoma Mission Inn & Spa, or adopting a

Right Whale at The Fairmont Algonquin!

Meetings That Matter

Our Group Guests have an opportunity to

make their gatherings even more

rewarding! With a minimum booking of 50

room nights, ten percent of the room

revenue may be credited to a future group

booking or donated to a charity of choice.

Groups wishing to take advantage of the

latter option may choose to benefit a group

cause, a local organization, or one of

Fairmont’s corporate partners.

At the 10 th anniversary party for Doc Cheng’s, the

Euro-Asian restaurant at Fairmont Hotel Vier

Jahreszeiten, Colleagues accomplished

something else worth celebrating: they gathered

€4000 (over US$5440) in donations for “Stifung

Mittagskinder,” a local organization benefiting

underprivileged children. Pictured from left:

Svenja Radecki, Apprentice "Restaurant

Specialist," and Linda Schreiber, F&B Coordinator.

In a true team effort, one thousand

Colleagues of California Fairmont Hotels

& Resorts – including these groups from

The Fairmont San Francisco and

The Fairmont San Jose (inset) – participated

in September’s state-wide “California Coastal

Clean-Up Day.” Collectively, our Colleagues

(together with their families, friends and

recruits) removed over eight tons of trash and

recyclables from five clean-up sites

throughout the state!


Welcome to The Fairmont Files,

where we showcase the latest

activities, initiatives and

achievements from across our

Fairmont family. Think of The

Fairmont Files as a resource for

ideas and inspiration!


Fairmont Colleagues help our properties take

care of their communities and the people who

live in them.

There is strength in numbers! Colleagues from The Fairmont Sonoma Mission Inn & Spa, The Fairmont San Jose, and

The Fairmont San Francisco joined forces for the 2008 AIDS Walk San Francisco. Together, they raised over $5,000 for the

cause! Kudos to Jackie Dacanay, HR Coordinator, The Fairmont San Francisco, for championing the effort for a third straight year.


Colleagues of Fairmont St Andrews,

Scotland who participated in a local

beach clean-up made an amazing

find among the debris: a genuine

“message in a bottle,” launched

23 years earlier from a town 230

miles away! The hotel

subsequently tracked down and

hosted the letter’s writer, now a

33-year-old grown man, to

collect his “treasure” and see for himself where it

had washed up. Not surprisingly, the event received

extensive media coverage!


Every Fairmont experience is an opportunity

to learn and then share that learning with

Colleagues. Learning never stops.

Membership in Les Clefs d’Or (literally, “keys of gold”)

is one of the top accreditations a Concierge can achieve,

and represents a commitment to the highest standards of

service and to mentoring others in the profession. Some

of the newest bearers of Les Clefs d’Or crossed keys lapel

pin include Vincent Lago and Joe Fallon of The

Fairmont Copley Plaza Boston, as well as James

Lamboglia and Roel Francisco of The Plaza.


Nice wheels! Ten Colleagues at The Fairmont Olympic

Hotel, Seattle (including Chris Vick, Guest Services

Manager, and Joanne Day, Assistant Director, HR) have

joined the “Green Bike Project,” a joint initiative of

Washington state and King County in Seattle, which

provides bicycles to those who make the commitment to

commute by cycle. If participants keep their pledge until

May 2009, the bikes are theirs to keep!

The Fairmont Chateau Whistler was proud to host the

seventh annual and final Drive FORE Life Charity Golf

Tournament in August. Much has been accomplished in

support of youth depression awareness since the event’s

inception, thanks in part to the community and resort

Colleagues (in particular, Sue Bjormark, Executive

Assistant and tireless fundraiser).

E C O - C A R R I E R S

People around the world are passing on plastic shopping

bags in light of the environmental impact of their

manufacture and disposal. Many members of our Fairmont

family are now sporting a more eco-friendly option!

An increasing number of eco-friendly products are now

offered in our Fairmont Stores. Constance Carman,

Fairmont Store Manager, and Marian Zaccardi, Fairmont

Store Associate, The Fairmont Copley Plaza Boston,

pose here with one of their most popular “green” items:

handbags made from recycled newspapers. Fairmont

Stores offer a growing range of organic and locallysourced

products, too.

The Green Team at The Fairmont Southampton could

have used their 2007 Environmental Hotel of the Year

(Evergreen) winnings for their own benefit… but they used

it for Bermuda’s benefit, instead. The team donated their

award to an authentically local cause: the “Buy Back

Bermuda” campaign, which purchases environmentally

sensitive land to save it from development.

Partners for planting! The Green Team at Fairmont Le

Château Montebello recently hosted a group from

Pavillon du Parc, a local home for the mentally

challenged. After a guided tour of the property and its

diverse tree species, participants planted a pine tree of

their own. Like the trees themselves, this popular

community initiative continues to grow!

Perseverance and commitment on behalf of Colleagues at

The Fairmont Vancouver Airport has not gone unnoticed

by the City of Richmond, B.C. In recognition of their

participation in local beach, park and conservation site

clean-ups through the “Adopt-a-Park” volunteer program,

the City recently awarded a certificate of recognition to the

hotel’s Environmental Committee.

Fairmont Heritage Place Franz Klammer Lodge partnered

with Telluride, Colorado’s annual Jazz Festival to promote

environment responsibility at the event. Over 200 reusable,

biodegradable bags (each featuring the resort’s wordmark

and Fairmont’s “Sustainable Solutions” logo) were

circulated to patrons and performers alike.

More than 800 Colleagues at Fairmont Dubai

traded polythene and plastic for earth-friendly

canvas with these reusable branded shopping

bags. Their Food & Beverage Team drove the

initiative and secured the sponsorship of a local

supplier. Well done!

Colleagues at The Fairmont Kea Lani Maui wear their commitment to

the environment on their sleeves – quite literally – now that each has

received a reusable tote made of recycled materials. Modelling the new

designs are: (from left) Tami Calhau, Accounts Payable Clerk; Marla

Kamaka, HR Coordinator; Jody Joaquin, HR Manager; Annette Kaga,

Income Audit; Trudy Peterson, PR Coordinator; and Gabriele Kaina,

Catering & Convention Services Coordinator.

SWEP success! The Fairmont Hamilton Princess

hosted 20 individuals (half of them returning) as part

of this year’s Student Work Experience Program.

“In the future, we will all benefit as a result of their

understanding of the hospitality industry and its

importance to Bermuda,” says Randy Horton, Director,

Training. The entire hotel team is proud of the

guidance and confidence that this experience

provides participants!

Learning has had an exponential reach across our Fairmont

properties in Canada since the hotels made a commitment to

the National Food Safety Training Program (NFSTP).

Earlier this year, Michael King, Manager of Safety and Loss

Prevention, The Fairmont Waterfront, completed NFSTP

Trainer Certification. He has since facilitated the first food

safety training session among 14 Colleagues of his hotel and

The Fairmont Vancouver Airport, who not only all passed,

but achieved an average score of 89%!


Recognition, awards and celebrations reward

Fairmont Colleagues and properties for the

exceptional memories they create.

“The dedication and leadership that Dennis Clark, General

Manager, The Fairmont Olympic Hotel, Seattle brings to his

hotel and community was recognized nation-wide when the

American Hotel & Lodging Association presented him with

its Stars of the Industry Award for “General Manager of the

Year, Large Property.” Now leaders across the country are

learning from Dennis’ example.

In addition to Talent Scout cash bonuses, Colleagues at

The Fairmont Turnberry Isle Resort & Club are now eligible

to earn “Turnberry Talent Tokens” for successful referrals to

their resort. Developed by Mary McIntyre, Recruitment

Coordinator, the program is authentically local in that tokens

can be exchanged for a range of on-site goods and experiences.

Heartfelt congratulations to the Heart of the House at

The Fairmont Acapulco Princess! The Housekeeping Team

achieved a nearly 4% improvement over last year’s J.D.

Power Guest Satisfaction result, thanks in part to a renewed

commitment to departmental communication and training led

by Patty Perez, Director, Housekeeping.

“Colleague Week” at The Fairmont Hotel Vancouver

gave participants a chance to appreciate some of the many

feats of service taking place in their hotel every day.

Champions emerged victorious from the blindfolded bedmaking

and whipped cream-whipping contests, and Leaders

put their services up for grabs in the “Managers Auction” to

work a shift in the highest bidder’s department!


The many families of people who support

Fairmont extend from our Colleagues to our

Guests themselves. We are always with family

at Fairmont.

Around the world, summer is the season of choice for

family reunions and celebrations… and our Fairmont

family is no different. What is unique, however, are the

many creative themes we give our gatherings!

“Christmas in July” at The Fairmont Algonquin

featured a visit from the jolly old elf himself. Colleagues

at The Fairmont Hotel Macdonald enjoyed candy floss

and a piñata as part of their Carnival theme. The “Summer

in Vegas” event at The Fairmont Royal York included

casino games and an Elvis impersonator. At the Fairmont

Newport Beach, an old-fashioned Ice Cream Social offered

everyone’s favourite frozen treat. And The Fairmont Banff

Springs went green for its annual picnic with biodegradable

servingware and compostable fare!

Our culture of empathy and teamwork was exemplified

at Fairmont Le Château Montebello when a Colleague’s

family member became seriously ill in Croatia. Knowing

that the plane fare was an unexpected expense for her

Colleague, Georgette Ménard, Room Attendant, and her

Housekeeping team-mates raised enough funds for the

flight within days. Bravo!

The Fairmont Chateau Lake Louise has hired a new

Director of Pet Relations! Sonny is an irresistible Yellow

Labrador Retriever who comes to the resort from Ottawa’s

Canadian Guide Dogs for the Blind. He joins a growing

North American contingent of Canine Ambassadors who

create memories for Guests of Fairmont by providing

companionship and a sense of home.


Fairmont is committed to the health and safety

of Colleagues, Guests and visitors. We enjoy

“sound mind and body” when we take care of

others and ourselves.

When The Fairmont Empress announced its “Bike to

Work Week” challenge, fully 20% of Colleagues

answered the call. This is reflective of a larger trend

among the hotel’s workforce: approximately 60% now

commute to work by methods other than car, twice as

many as did last year. Bravo!

“Teamwork, fitness and fun” are combined in many

Colleague events at The Fairmont Algonquin. The resort

hosts an annual triathlon to generate excitement about

health and wellness, and Colleagues recently tied up their

sneakers (and pirate bandanas) for a themed “Amazing

Race” across the community! Pictured from left are: Andrea

Blum, 2 nd Cook; Joe Myshrall, Registered Massage Therapist;

Kerri-Anne Galloway, 3 rd Cook; and Tony Starratt, 2 nd Cook.

Eighteen more Colleagues at Fairmont Château Laurier

have completed an on-site course in Cardio-Pulmonary

Resuscitation (CPR) and First Aid as coordinated by

their Health & Safety Team. While the majority of

people with such training (which should be refreshed

every one to three years) never need to apply it, knowing

what to do in an emergency situation can make a lifesaving


Colleagues from The Fairmont Banff Springs and

The Fairmont Chateau Lake Louise were up for a

challenge… and they found it by attempting an entirely

new fitness activity! During a weekend of Dragon Boat

racing at Banff National Park, hearts raced and muscles

strained, and Team Fairmont achieved success not in

winning, but in trying their very best.


Some are historic icons and some are rustic

retreats, but all of our hotels are places of

unrivaled presence.


If variety is the spice of life, then perhaps ecoinnovations

are the herbs. Many Fairmont hotels feature

rooftop herb and vegetable gardens, which provide a

range of fresh flavours for our food offerings and reduce

our dependence on imported goods. New gardens are

“cropping up” all the time!

Green acres, indeed!

The Fairmont Dallas

has a new, 2,200-

square-foot rooftop

garden brimming with

herbs, spices and

vegetables. Paul

Peddle, Executive

Sous Chef (left),

JW Foster, Executive

Chef and their team

incorporate the

bounty into the

menu at the newlyrenovated



The garden at The Fairmont Turnberry Resort & Club

provides not only a gastronomic experience, but a

learning one, as well. Hubert Des Marias, Executive

Chef, is passionate about creating fresh, seasonal,

regional menus, and he shares his commitment by

conducting tours. While Chef’s garden is literally

growing all the time, it presently includes fruit trees,

sugar cane, and even bananas.

Salvatore Silvestrino, Sous Chef, Prego restaurant,

enjoys the sights and scents of the new organic

garden at Fairmont Singapore, which produced its

first harvest in August. Basil, lemongrass, green

peppercorn, lemons and limes are just some of the

offerings that now flavour the hotel’s

international cuisine.

A lake and trails adjacent to Fairmont Hotel Vier

Jahreszeiten have long provided a scenic fitness retreat for

Guests. Now that the hotel’s ServicePlus Committee has created

the “Fairmont Fun Team,” the area is also enjoyed by

Colleagues. Their group outings foster camaraderie and fitness,

and also help them meet the challenges of a busy workday.

Awareness and prevention of lifestyle-related diseases

is a growing global priority, so much so that the

Caribbean Community Heads of Government recently

mandated an annual Caribbean Wellness Day. At The

Fairmont Royal Pavilion, September’s inaugural event

included counselling on healthy living, as well as blood

pressure checks for all Colleagues.

Convenience and expediency were cause for celebration

at The Plaza when the Housekeeping and Laundry

Teams officially opened… the laundry chute! The event

merited a ribbon-cutting ceremony and a cake

(presented here by Shane Krige, General Manager), and

why? After months of transporting dozens of bags of

laundry daily from the Guest floors via one shared service

elevator, the chute improved operations immeasurably!

The Fairmont Chicago is the newest member of our

Fairmont family to go Gold! In September, the

Windy City’s “go-to” hotel unveiled its Fairmont

Gold offering. This exclusive luxury experience is

complemented by a contemporary new lobby and the

new ENO wine bar, where Guests can partake of

three mouth-watering indulgences: wine, cheese and


The Fairmont Waterfront is a full-fledged

teenager! The Vancouver, B.C. hotel commemorated

its 17 th anniversary with an outdoor Colleague

barbeque featuring ice cream and a winning wheel.

Pictured here taking their chance to win prizes with

Misa Truong, 1 st Cook (far left) are Guest

Attendants Wendy Tong, Yolanda Scheffer (Laundry

Attendant), Betty Valdez, Haydee Lopez, Sunny Sta.

Maria, Lilibeth Mercado, Christy Soriano, and

Francisca Permalino.

The Culinary Team at Fairmont Scottsdale is being recognized

for its commitment to workplace safety! Their efforts shine

through in the latest year-over-year comparison, which measures

a significant decline in funds spent on Workers’ Comp and in

accidents requiring medical attention. Well done!



Fairmont must continually anticipate, innovate

and improve in order to exceed the expectations

of our Guests.

While The Savoy remains closed for a restoration effort, its staff is making sure that loyal Guests don’t feel left out in

the cold. The hotel team (pictured) coordinated the inaugural Savoy International golf event for 72 long-time Guests,

which included canapés by famed chef Gordon Ramsay and prizes presented by former Ryder Cup champion and

Fairmont Golf Ambassador, Sam Torrance.

Necessity is the mother of invention… as the saying

goes. When Fairmont Mayakoba identified a need

for a bar near the beach, inventive Colleagues

answered the call! The four-person team of Roberto

Espinal, Oscar Ayala, Moises Cahuich and Braulio Chin

(all Servers) constructed the new bar in just 32 days,

inspiring its name: Bar 4/32. The result is an

authentically local experience that rates high for

timeliness of service and Guest satisfaction, too!


Grand openings, expansions, and special

occasions are just some of the events Colleagues

celebrate in Fairmont’s warm, distinctive style.

The glamorous amenities of The Plaza provided the

perfect backdrop for a Vogue magazine photo shoot of

Sarah Jessica Parker and Chris Noth to promote the

release of their highly-anticipated “Sex and the City”

movie. And Carrie Bradshaw, Parker’s shoe-obsessed

character, would have been thrilled by the Jimmy Choo

Fall/Winter ad campaign, which was not only

photographed at the hotel but also launched there with

a glittery cocktail fête.


Fairmont properties are at the heart of our cities and

communities. Their celebrations are our celebrations!

A frequent location for movie sets and an even more

popular destination for movie stars, The Fairmont

Royal York rolled out the red carpet during September’s

Toronto International Film Festival. One of the world’s

most acclaimed screening affairs, TIFF is one of the

hotel’s most popular annual events for stars and

stargazers alike!

Mmmm… mooncakes. These traditional Eastern

delicacies are enjoyed during the Mooncake Festival,

which celebrates the season’s harvest. At Fairmont

Singapore, members of the public lined up for

complimentary pieces of gastronomic heaven, prepared

by the hotel’s own “Mooncake Empress,” Mandy

Yeo, Chef.

Before the eponymous golf competition took place in

Louisville, Kentucky, in September, the coveted Ryder

Cup took a tour of the Home of Golf with Parnell Reilly,

PGA Captain. Imagine the delight of Guests – not to

mention Colleagues – of Fairmont St Andrews, Scotland

when they had the opportunity to hold and be

photographed with the historic trophy!

Lights, camera, action! Colleagues took centre stage

for a unique “24 Hours at Fairmont Monte Carlo” fourpart

series, produced and aired by a local television

broadcaster. “It was a wonderful opportunity to

showcase some of the many Colleagues who have been

with us for ages but are rarely ‘seen,’” reports Claudia

Batthyany, Director, Communications. The “stars of the

show” (hotel Colleagues) each received a copy of the

production on DVD for posterity!

Fairmont’s “Hole in One” summer promotion showcased

signature cocktails inspired by the most famous golf

holes in our collection. At The Fairmont Jasper Park

Lodge (whose course is ranked #1 in Canada by

SCOREGolf magazine), the resort’s “Cleopatra” cocktail

was offered right on the 9 th hole! There, while Jonas

Henriksson, FAME Bartender/Trainer (far right), created

“the sips,” CPGA Golf Professionals Mitch Foster, Derek

Orr, and Colin Robertson (pictured from left) provided

“the tips.” Great idea!

Switzerland’s annual Montreux Jazz Festival is

considered a must-see event by music lovers around

the world. This year’s showcase included a range of

educational and heritage exhibits at Fairmont

Le Montreux Palace, which also hosted headliners

Paul Simon and Lenny Kravitz (pictured here with

Michael Smithuis, General Manager).

Where better to celebrate Quebec City’s 400 th

anniversary than at the landmark hotel that has been

at its heart for more than a century? Fairmont Le

Château Frontenac offered a variety of themed

packages and hosted countless dignitaries and

celebrities, but its most impressive contribution may

have been the celebratory cake! Created by Jean

Soulard, Executive Chef (pictured) and his team, the

multi-layered masterpiece served 3,000!

myguests /myservice

Warmth, empathy and sincerity are hallmarks

of the engaging service that turns moments into

memories for our guests.

Four gorgeous cakes, four happy brides, one exhausted Pastry

Team! Summer ‘twas the season for weddings at

The Fairmont Palliser, and the Pastry Team created 30

wedding cakes between June and August. For one weekend

of weddings, the Pastry Team spent three 14-hour days

making five delectable cakes. Esther Hagen, Pastry Chef,

proudly poses here with some of the delectable desserts,

which tasted as good as they looked!

At The Fairmont Orchid, Hawaii, Colleagues “jumped”

at the chance to create memories for the top performers

of the Jack in the Box fast-food franchise. After a week

of exemplary service, elaborate menus, and unique

settings, there is talk that “Jack” will be back!

Cheri Shaw has seen many different levels of table

manners. After all, she is the Manager of the Fountain

Restaurant at The Fairmont San Jose! Recently, Cheri

welcomed children from a local center to demonstrate the

etiquette of dining. Her young Guests left with full tummies

and a bursting sense of confidence in their new skills!

Since 1907, The Fairmont San Francisco has served

as the residence for visiting U.S. presidents and world

leaders. It comes as no surprise, then, that the landmark

hotel hosted both President-Elect Barack Obama and

Senator John McCain this year as part of their

presidential campaigns. The next time the former visits,

it will be as the 44 th President of the United States.

Talk about taking our clients to new heights! Agents from

Virtuoso, “the industry’s leading luxury travel network”

with over $4 billion in travel sales annually, enjoyed a taste

of some of the best scenery our Fairmont family in British

Columbia has to offer. The memorable tour was led by

Jennifer Furyk, Director of Leisure Sales, The Fairmont

Chateau Whistler, along with fellow Leisure Sales

Managers John Hollmann, The Fairmont Vancouver

Airport, and Madone Pelan, The Fairmont Empress.




Editor: Carolyn Clark, Senior Vice President, Human Resources

Managing Editor: Nancy Stoughton

Editorial Team: Mary Simpson, Mike Taylor

Writer: Michelle Lawlor

Designer: Chris Merkley

Translator: Jean-Paul Bénard

Please direct Dialogue submissions or questions to:

Michelle Lawlor c/o Human Resources

Fairmont Hotels & Resorts

Canadian Pacific Tower, 100 Wellington Street West, Suite 1600

Toronto, Ontario, Canada M5K 1B7

Phone/fax: 519-856-2762, email: michelle.lawlor@sympatico.ca


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