The 2nd Annu

JANUARYPAGE #4

HOTEL AMENITIES

NEW EMPLOYEES TO HMC* Gary Hattendorf, General Manager - Country Inn & Suites, Anaheim, CA

* Angela Villalpando, Accounting - Country Inn & Suites, Anaheim, CA

* Brent Daniels, General Manager - Holiday Inn Express & Suites DFW North, Irving, TX

* Ben de la Rosa, Accounting - Holiday Inn Express & Suites DFW North, Irving, TX

The Holiday Inn Express - DFW North is adjacent to DFW International Airport and conveniently located a short drive from Southern Methodist University, AT&T Stadium (formerly Cowboys Stadium) and Six Flags Over Texas. The hotel also offers an outdoor pool, fitness center, complimentary full breakfast and Wi-Fi.

Email submissions for next edition to:

byars@hospitalitymgt.com

17950 Preston RoadSuite 710

Dallas, TX 75252Phone; (972) 934-2040

hospitalitymgt.com

HMC CORPORATE OFFICERS

Leo Spriggs - President/CEOBill Sullivan - EVP/CFODaniel Killian - EVP, AccountingDel Robinette - VP, Sales & MarketingGerald Morris - VP of Hotel OperationsPatrick Bajdek - VP DevelopmentLibby Shaw - VP of Human Resources

PAGE #4

4550 West John Carpenter FreewayIrving, TX 75063(972) 929-4499www.ihg.com

HMC TIMESWinter 2017

Brent DanielsGeneral Manager

FEATURED HMC PROPERTY

HOLIDAY INN EXPRESS & SUITES - DFW NORTH, IRVING, TX

Sheraton Harrisburg HersheyDarlene Hershberger, Housekeeping - 29 Years Iris Ruiz, Houskeeping - 19 YearsPhorntipha Chennavasin, Front Desk - 18 Years

Radisson Hotel Harrisburg Emka Krdzic, Housekeeping - 13 Years Holly Komon, Assistant Controller - 11 YearsRobert Grinnell, E-Commerce Mgr. – 10 years

HMC ANNIVERSARIES(10+ Years)

HOLIDAY INN EXPRESS & SUITES ROUND ROCK - AUSTIN NORTH CELEBRATES GRAND OPENING

On November 17, 2016, the team from the newly built Holiday Inn Express & Suites held festivities to introduce this hotel in the heart of the Sports Capital of Texas. The event included the local Round Rock Chamber of Commerce performing an offiicial ribbon cutting,

Near the property are attractions like Dell Diamond and just a few miles south in Austin TX, annual events include the South by Southwest Festival, Formula 1 Racing events at Grand Prix at Circuits of the Americas Race Track and the University of Texas at Austin, home of the nationally recognized University of Texas at Austin Longhorns.

THE BEST TIPS ON HOW TO HANDLE GUEST COMPLAINTS

Find us on Facebook at

www.facebook.com/dfwHM

There is a certain amount of expertise required when handling customer complaints. In many cases, these are managed by the front desk, however every employee should understand the correct steps in managing these situations:

1. Allow The Customer to Speak - Listen closely and don’t make an effort to interrupt. Allow them to describe, in detail, the reason for their unhappiness with the hotel or its service. Don’t take it personally and concentrate on how to resolve the issue, ask questions, but it’s critical you allow them to share their feelings. Ask open-ended questions if you’re not clear about the issue, it will help the customer calm down. Learn to identify a genuine problem that requires solving vs. a customer just venting frustration.

2. Handle the Complaints Smoothly - Always be professional and courteous using a polite tone and demeanor. Try not to be nervous, this creates an impression of uncertainty and can elevate the anger of the guest. If they approach you, see it as an opportunity to improve customer service, rather than take it personally. Give alternatives and suggestions if a particular service or amenity is unavailable. Convince the customer you’ve made a note of their suggestion and show appreciation by telling them you’ll share their concern with management.

3. Put Yourself in the Customer’s Position - Try to see it from their perspective, as this will allow you to better understand their frustration. Even if you are not wrong or not part of the problem, it’s important to apologize to the customer even if they are angry and yelling at the top of their lungs. Empathy is critical in handling complaints as it shows them you understand what they’re going through and will help diffuse the situation.

4. Take Responsiblity to Resolve the Customer’s Problem - As much as possible, resolve the situation yourself, as the guest has come to you with the hope you can help them. If you do have to take the complaint to someone else, make sure you share the customers’ name, a complete explanation of the problem and assure the guest that you will do everything you can to resolve their issue. Never blindly hand someone off and assume all is well. It’s your responsiblity as their first contact to follow through to completion.

5. Ask Customer to Suggest an Appropriate Solution - Many times, asking a customer to suggest an appropriate solution can go a long way in diffusing the situation. If the guest is unreasonable, be calm and explain why its not feasible and offer an alternative. Always apologize first, listen and then take action.

6. Follow-Up with Guest Problems - Once the situation is resolved, it’s critical that you follow-up with him or her to find out if their happy with the final outcome. A follow-up makes the customer feel special and this can make a huge impression on the overall experience of the guest. It also builds customer loyalty which is critical for repeat business.

7. Guests are the Best Advertisement for Your Hotel - Customer satisfaction is #1 in promoting your property. Online travel sites and reviews, as well as word-of-mouth, are the deciding factors on whether future guests stay at your Hotel. On the other hand, if a customer leaves a negative review it will have far-reaching consequences for the same reason, in fact more so. Twice as many people will post online or tell others if they have a bad experience versus a good one.

MICROTEL INN & SUITES COTULLA JANUARY BUSINESS OF THE MONTH

The Microtel Inn & Suites by Wyndham was awarded “Business of the Month” by Cotulla/La Salle County Chamber of Commerce for their dedication to guests and continued involvement with local community efforts. Karen Sweet, General Manger, and her staff deserve a big round of applause for their efforts!

Karen Sweet, General Manager, handed award by Noe Rodriguez, Chamber President

Signature Worldwide Perfect Shop Call

Winners!Starting with this issue of the HMC Times , we want to recognize the outstanding guest relations staff with ability to upsell we have here at HMC (as of January 1, 2017). Mystery callers phone in for hotel information and our employees have to handle these calls in a professional, friendly and productive way - unaware whose on the other end. The following team members were on the top of their games, achieving perfect scores being 5 of 5 or 8 of 8 on the Signature Transient Edge® program:

JANUARY 2017

Margie & Rhonda - Baymont Inn & Suites, Big Spring, TXNathan - Holiday Inn Express & Suites, Ennis, TXLauren & Amanda - Holiday Inn Express & Suites, Stephenville, TXMichelle - Microtel Inn & Suites by Wyndham, Kenedy, TX Syed & Vickie - Radisson Hotel Dallas North, Addison, TX

FEBRUARY 2017

Audrey & Rhonda (2) - Baymont Inn & Suites, Big Spring, TXNylex - Holiday Inn Express & Suites, Ennis, TXJennifer & Kim - Sheraton Hotel, Harrisburg, PAHanna - Wingate by Wyndham East Side, Slidell, LAMolly & Heather - Wyndham Garden, Lafayette, LA

WELL DONE EVERYONE!

FULL-SERVICE STAR MANAGER FULL-SERVICE STAR ASSOCIATE

Radisson Hotel Harrisburg’s Holly Komon has been named Full-Service STAR Manager of the Quarter. Holly has been with the Radisson Hotel Harrisburg for over 11 years and is the Assistant Controller. It is not uncommon for her to work long hours during the week and even weekends to ensure that month end financial requirements are completed in a timely fashion.

She has also been covering the Accounts Payable Clerk position for the last two months, and is currently training the new Accounts Payable Clerk. In addition to her Assistant Controller duties, Holly also processes payroll for approximately 100 employees. When many employees are enjoying their holidays off, it is not unusual for Holly to work, to ensure that payroll is run and that employees are paid on time.

She is always proactive, able to foresee potential issues and take appropriate actions, so that issues do not become problems. Holly is truly dedicated not only to her job, but also to the employees who depend on her for an accurate and timely payroll.

HMC has selected Holly because she is a team player with a “Yes I Can” attitude. While she doesn’t often work directly with our guests, she is always quick to assist if she can.

We would like to recognize Holly’s years of service, hard work, and dedication with this Manager of the Quarter award.

SELECT-SERVICE STAR MANAGER SELECT-SERVICE STAR ASSOCIATE

Kim Williams has been selected as the Full-Service STAR Associate from the Radisson Hotel North Dallas - Addison.

Kim has been employed with the hotel since the fall of 2016, and has stepped up in every situation she has dealt with in a professional and caring way. Kim’s attendance has been outstanding, she has received numerous Medallia comments on her positive service and her “Yes I Can” attitude has assisted in raising the bar for others.

Kim has crossed trained in all shifts, taking extra shifts when other staff members have called out, has made sound decisions that could affect the guest, as well as the hotel, and offers suggestions on improving the hotel and the department. Kim does not know the word “no.” She came in from 11:00pm until 3:00am and made up rooms when the Hotel had an oversold situation and needed late checkout outs flipped. Kim has also volunteered for other shifts such as laundry and houseman and completes all interactions with continued positive encouragement and a smile.

Kim is a key component to our success and we happily recommend and support Kim Williams for the STAR Full Service Associate of the Quarter for HMC!

PAGE #2 PAGE #3

The Sheraton Harrisburg held an annual event for children from the Penn State Hershey Medical Center over Christmas.

The kitchen staff prepared food and Jose Berrios, Banquet Captain (left) and David Martinez

(Houseperson, right) delivered, set up and served food to the young patients, parents and staff. For the past 19 years, the hotel has provided this community service and support to the hospital, which is part of the Children’s Miracle Network.

SHERATON HARRSIBURG HOST CHILDREN FROM LOCAL HOSPITAL

FOR THE HOLIDAYS

RADISSON HOTEL GIVES BACK TO THE LOCAL COMMUNITY IN DECEMBER

This issue’s selection for Select-Service Star Associate of the Quarter is Rhonda Vanderoest, from Baymont Inn & Suites in Big Spring, Texas.

Rhonda is a Front Desk Associate and has been a true star. She is reliable, dedicated and eternally upbeat. Her ability to provide great guest satisfaction is unparalleled, and it is because of this excellence that she also mentors other employees. She has consistently met or surpassed all monthly shop call metrics and has received several “Perfect Call” awards from Signature Worldwide. She also has numerous travel site and online reviews that share her positive performance. The Baymont Inn and HMC are very proud to have Rhonda as part our team.

The Radisson Hotel Harrisburg participated in numerous community efforts over the holiday season including a Giving Tree with 20 gift tags for the Salvation Army, as well as staff volunteering to ring the bells for the organization’s Red Kettles, coming in 3rd place raising $4,335. They also collected 10 boxes for Toys for Tots and participated with 21 trees in the Parade of Trees (pictured) where all proceeds went to the Highmark Caring Place, a charity that assists children grieving from the loss of a parent or family member.

Every year, booking.com celebrates properties with an average score of 8.0 and above, from 10 or more reviews online. The travel site makes these selections based on scores, but are also acknowledging the great guest experiences that are achieved throughout the year. Winners receive an official certificate and window sticker, as well as the ability to share this success virtually on social media with a digital version. Thank you to all our Hotels for the hard work it takes to keep your guests happy!

TEAM BUILDING PARTY PROCEEDS SUPPORT LOCAL ARTISTS

The Holiday Inn Express and Suites DFW Airport North’s Benjamin de la Rosa has been selected as Select-Service Star Manager of the Quarter.

At the time that HMC transitioned into the hotel, there were no accounting or human resources employees on site, and hadn’t been for several months. Benjamin stepped into a role where bills were not being paid and many of the receivables were not being collected. Vendors were shutting off deliveries, service providers suspended calls and many employees were not getting paid. Within HMC’s guidelines, he quickly set up a new accounting department and put new procedures into place. Because of his efforts, employees were paid back wages and even though there were transitioning bank accounts and wait time on credit card deposits, he was able to get the hotel caught up and balance the bills.

He also put forth amazing effort towards collecting on accounts that were set up long before his arrival. In the early part of March, he collected an outstanding balance of $67,973 from a previous account while setting up all HR activities including hiring new staff and implementing a new payroll system.

HMC is pleased to honor Benjamin with this quarter’s Select-Service STAR Manager award and see him as an excellent example of what we look for as the best in our employees.

SANTA WISHES FOR LOCAL

KIDS PROVIDED BY HAMPTON INN & SUITES,

PLEASANTON, TXGeneral Manager Brandon Hesse and team from the the Hampton Inn & Suites successfully heard the Christmas wishes of over 250 kids in the Pleasanton area. He and his crew handed out over 300 candy canes and ornaments. The entire event was funded by the staff of the hotel and included the costumes, handouts, decorations and month-long Facebook ad.

GM Brandon Hesse as Santa

14 HMC HOTELS EARN GUEST REVIEW AWARDS FROM BOOKING.COM

Sheraton’s “In-House” Artists Display Their Creations

The Sheraton in Harrisburg hosted a canvas painting evening providing employees with wine and art in a fun, encouraging environment hosted by a local aMuse Uncorked artist to support the local creative community. Note: Del Robinette, our Corporate VP of Sales & Marketing, joined the event. Not exactly a Pablo Picasso...

Four Points Midland Microtel Gonzales Wingate Slidell Microtel Pleasanton

Hampton Inn Coutlla Microtel Midland Microtel Pearl River Country Inn Austin

HI Express Austin Hampton Pleasanton Sheraton Harrisburg HI Express DFW

HI Express Ennis Radisson Addison