2012 - New York State Hospitality & Tourism Association

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Members in the News Crowne Plaza Resort & Golf Club, Lake Placid Wins IHG 2012 Torchbearer Award The Crowne Plaza Resort & Golf Club, Lake Placid, NY received the IHG (InterContinental Hotels Group) 2012 Torchbearer Award, the company’s most prestigious award. The Torchbearer Award was presented during the 2012 IHG Americas Investors & Leadership Conference in Orlando, Florida, Oct. 24–26, 2012. The Crowne Plaza Resort & Golf Club, Lake Placid is one of only 102 properties within the Americas chosen from the IHG system of more than 4,500 hotels for achieving the highest levels of excellence in all aspects of operation -- from quality to customer satisfaction. A 2012 Torchbearer trophy, the company’s symbol of excellence, will be on permanent display at the hotel. “It is my pleasure to name the Crowne Plaza Resort & Golf Club, Lake Placid as one of the topnotch hotels in our industry,” said Kirk Kinsell, President, the Americas, IHG. “This resort hotel embodies the heart of our brand promise and continues to make IHG properties known and admired throughout the world, continuing our mission to deliver Great Hotels Guests Love.” “Our team members’ dedication and commitment to providing superior guest experiences time and time again is why we received this award, said Ray Damp, General Manager, Crowne Plaza Resort & Golf Club, Lake Placid. “A heartfelt ‘thank you’ goes out to our entire team.” Nearly 5,000 franchise owners, operators and company officials attended the 2012 IHG Americas Investors & Leadership Conference. Pictured from left to Right: Scott Burslem, Guest Services Manager; Arthur and Caroline Lussi, Co-Owners; Ray Damp, General Manager. Comfort Inn & Suites in Albany Names New Director of Sales The expanding Comfort Inn & Suites, Wolf Road, has hired a veteran of the travel industry, Jeanne Toth, as its Director of Sales. The Wolf Road location is among several NYSH&TA member properties owned by Mike Fansiwala that Toth is promoting, Previously, Toth spent seven years with the Albany County Convention & Visitors Bureau. 26 | FOCUS Fall/Winter 2012
Finger Lakes Hotel is Best Western’s First Certified Guest Service Property The Best Western PLUS Vineyard Inn & Suites in Penn Yan, is the first Best Western property to earn the Certified Guest Service Property designation from the American Hotel & Lodging Educational Institute (EI). The 57-room property, located in the Finger Lakes Wine Region of New York State, is ranked #1 in its city by Trip Advisor. The staff includes 30 year-round and seasonal employees. Guest Service Gold, introduced by the Educational Institute in 2011, shows employees and properties how to achieve a new standard of exceptional service based on emotionally engaging with guests in memorable ways. Employees who complete the training are prepared for the exam to earn the Certified Guest Service Professional (CGSP) designation. Properties Pictured at the hotel’s front desk is Catherine Anderson, Guest Service Representative Members in the News that certify 100 percent of their front-line staff earn the title of Certified Guest Service Property. Hotels and academic institutions worldwide have adopted Guest Service Gold to achieve a new standard in guest service quality. “It’s an honor to be the first hotel in the Best Western family to receive this certification,” said Dr. Lynn Thurston, president of the Best Western Plus Vineyard Inn & Suites. Ruth Reid, a front desk reservationist at the Best Western Plus Vineyard Inn and Suites, said, “I was so inspired by the training that I now surprise our guests with fresh-cut flowers from my garden at breakfast time.” For more information on Guest Service Gold and other hospitality training solutions, visit the Educational Institute at www.ahlei.org. NYSH&TA allied member Hoteliers Ink is honored to announce its recent invitation by Destination Hotels & Resorts, which has partnered with BirchStreet Systems, Inc. for their new e-procurement marketplace, to become a preferred supplier for their hotels. Destination Hotels & Resorts, headquartered in Englewood, Colorado, is one of the industry's leading companies in the management and marketing of high- Hoteliers Ink Preferred Supplier Deal quality independent hotels and resorts, many of which they have successfully converted from major brand affiliations. BirchStreet Systems Inc. based in Newport Beach, California, provides e-procurement and purchasing software and support for hotel clients around the world. The BirchStreet purchasing suite includes key hospitality functionality for inventory, AP automation, capital projects analytics, and food cost management. FOCUS Fall/Winter 2012 | 27
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Page 7 and 8: HOTELIERS INK® SERVICE FIRST. ALWA
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Page 13 and 14: Association News John Irvin Retires
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Page 21 and 22: Why Hoteliers Need To Be Proactive
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Page 35 and 36: 2012 Buyers’ Guide 2012 BUYERS’
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Page 45 and 46: . Only Telkonet's EcoSmart energy m
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