E M P L O Y E E
N E W S L E T T E R
INSIDE YOUR NEWSLETTER
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:
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
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
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.
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
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
Opening Dec. 2008
CNBC European Business “Top 100 Low-Carbon
Fairmont ranked 29 th on the list for taking steps to reduce
our carbon footprint, and was the only hotel group included
Fairmont Pacific Rim
Lake, Kunshan, China
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
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!
TOP OF THE WORLD
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
CELEBRATING OUR FAIRMONT FAMILY IN KENYA
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 ZIMBALI LODGE
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
The “buzz” about
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,
sweet treat into a
special “100 mile menu”
featuring fresh, organic,
“THE FESTIVAL BUZZ”
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
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
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.
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
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
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
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.
MESSAGE IN A BOTTLE
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
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
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
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
U P O N T H E R O O F
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-
garden brimming with
herbs, spices and
Sous Chef (left),
JW Foster, Executive
Chef and their team
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
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
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.
L I F E O F T H E P A R T Y
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
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
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!
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.
E M P L O Y E E
N E W S L E T T E R
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: firstname.lastname@example.org