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Michelle Gehman, GM of the Hilton Garden Inn Lancaster
in Pennsylvania, Receives the Brand's First
General Manager of the Year Award
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BEVERLY HILLS, Calif. - Jan. 30, 2002--Hilton Garden Inn(R) recognized select hotels and their team members last week for outstanding performance in loyalty and customer service during 2001 with the brand's first annual Hilton Garden Inn Hotel Performance Awards. The awards were presented at the Hilton Hotels Corporation Focused-Service Brand Conference held in New Orleans.
    
"With more than 125 Hilton Garden Inn properties now open across North America, we decided this was the appropriate time to debut an awards program that honors and recognizes outstanding team members for exceeding our initial expectations and becoming outstanding models of excellence for the brand," said Adrian Kurre, senior vice president -- brand management -- Hilton Garden Inn. "We are very proud of each of our hotel's accomplishments during 2001 -- a challenging year -- and hope that the Hotel Performance Awards will be good incentives for all of our properties to continue to give their all and strive to be the best in the mid-market hotel segment."
    
2001 GENERAL MANAGER OF THE YEAR

Michelle Gehman, general manager of the Hilton Garden Inn Lancaster in Pennsylvania, received the brand's first General Manager of the Year Award. Gehman was selected from several nominations by Hilton Garden Inn hotel owners, regional directors and brand support teams across the country.
    
Gehman is one of two founding members that has worked at the Hilton Garden Inn Lancaster since the hotel's opening in 1990.  She started as an administrative clerk in the hotel's accounting department and worked her way up in the hotel through several management positions before becoming general manager. Through Gehman's leadership, the hotel's ROI and occupancy statistics as well as employee retention have increased substantially. The Hilton Garden Inn Lancaster also was the recipient of this year's Hilton Garden Inn Centennial FUNdraiser Award, which they received for raising more than $21,000.00 for the community's Rocky Springs Carousel restoration project.
    
The following Hotel Performance Awards were presented as a result of year-end 2001 scores and results from Hilton Garden Inn's Balanced Scorecard, a tool used by the brand to measure and track overall performance of each Hilton Garden Inn hotel in eight key performance indicators: RevMax, RevPAR, EBITDA, Customer Loyalty Tracking Study, Guest Satisfaction Reporting Survey Cards, Mystery Shopper, Team Member Survey, and Brand Management and Product Standards.

2001 HOTEL OF THE YEAR -- HILTON GARDEN INN LAKE MARY
    
Jamie Ross, general manager of the Hilton Garden Inn Lake Mary -- Florida, accepted on behalf of the hotel, the first Hilton Garden Inn Hotel of the Year award as a result of their top overall 2001 results on the Balanced Scorecard above all other Hilton Garden Inn hotels. This 123-room hotel in Central Florida has consistently received accolades throughout 2001 for outstanding customer service. Ross is an active participant in many community organizations and activities. Through her involvement, she has been able to establish relationships with those who were able to refer or place business in the hotel.
    
A second place PRIDE MERIT AWARD for overall 2001 results was presented to Patricia Bither, general manager of the Hilton Garden Inn White Marsh -- Maryland and a third place Pride Merit Award went to Michael McClintock, general manager of the Hilton Garden Inn Cupertino -- California.
    
A MOST IMPROVED HOTEL AWARD also was awarded to Patricia Bither, general manager of the Hilton Garden Inn White Marsh in Maryland for the most dramatic improvement in their overall hotel's Balanced Scorecard scores in a 12-month period from 2000 to 2001.

GUEST LOYALTY AWARD

The following hotels received the Hilton Garden Inn Guest Loyalty Award for 2001 by receiving the three highest scores for a 12-month period -- systemwide -- on the brand's guest survey system, the Guest Satisfaction Reporting Survey:

  • FIRST PLACE: Hilton Garden Inn McAllen -- Texas 
  • SECOND PLACE: Hilton Garden Inn Wichita -- Kansas 
  • THIRD PLACE: Hilton Garden Inn St. Charles -- Illinois 
MOST IMPROVED LOYALTY AWARD
    
The three recipients of the Most Improved Hotel Award have seen the greatest improvement in their Guest Satisfaction Reporting Survey scores in a 12-month period from 2000 to 2001.
  • FIRST PLACE: Hilton Garden Inn Hartford/North Windsor -- Connecticut
  • SECOND PLACE: Hilton Garden Inn Tampa North -- Florida
  • THIRD PLACE: Hilton Garden Inn Wichita -- Kansas
RAMP UP AWARD

The Hilton Garden Inn Kennett Square -- Pennsylvania has been awarded the brand's Ramp Up Award for 2001. This award is given to a Hilton Garden Inn hotel that has opened during 2001 and through an aggressive operations, sales and marketing campaign has "ramped up" to gain the highest Balanced Scorecard results in the fastest amount of time. The hotel was selected from more than 40 Hilton Garden Inn hotel openings last year across North America.

Hilton Garden Inn(R) developments represent one of the cornerstones of Hilton's franchise growth strategy. More than 225 Hilton Garden Inn properties are currently open or under development in the U.S., Canada and Mexico.
    
The Hilton Garden Inn brand is part of Hilton Hotels Corporation; recognized internationally as a preeminent hospitality company. 

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Contact
Hilton Hotels Corporation
310/205-4545
Jeanne Datz
[email protected]

Also See A Current Overview of Web Based Marketing Within the Hotel Industry / Aug 2000 
Understanding and Maximizing a Hotel�s Electronic Distribution Options / by John Burns / Hospitality Upgrade Magazine / Fall 2000 


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