THE 2007 HOTEL HERO AWARD WINNERS WERE:
BEYOND THE CALL OF DUTY
Gloria Ware, Cathedral Hill Hotel - Executive Meetings Manager
Angels do walk among us. To her colleagues at the Cathedral Hill Hotel and to many of the hotel's guests, Gloria Ware has wings. An Executive Meetings Manager deals with corporate and association meeting planners and conference attendees every day. The numerous details involved in executing a seamless event are all in a day's work. Gloria generally begins her days at 7 am with a daily walk-through the lobby and restaurant to say "hello" to any clients. Not long ago, during her walk-through, Gloria encountered an older gentleman who was in obvious distress and was disoriented. The story unfolded to reveal that his wife, Pearl, had just been diagnosed with cancer and he was looking for a shuttle to California Pacific Medical Center (CPMC) where he could see her following her first treatment. Immediately, Gloria contacted the American Cancer Society (AMC) to intervene with CPMC, the hotel’s owner, who donates hotel rooms to AMC for patients and their families. Duke and Pearl were immediately moved from their shabby motel room to the Cathedral Hill, where their expenses were handled by CPMC. This small-town couple was completely overwhelmed by the “Big City” in addition to the tribulations caused by cancer. Because Gloria stopped to help Duke, they were given support they did not even imagine might be available to them. Returning for numerous treatments, needless to say, Duke, Pearl and Gloria have become fast friends.
Gloria also came to the aide of another CPMC patient who required emergency surgery when her anticipated one-day at Cathedral Hill turned into three weeks, by picking up her laundry and even loaning her clothes from her own closet. These are but two instances that have garnered Gloria Ware an award from the American Cancer Society for service and unconditional dedication to cancer patients and their families. The same heroic attention she provides to her clients and guests at the Cathedral Hill has earned her beyond the call of duty recognition as an exceptional member of the Cathedral Hill Hotel team and hospitality industry.
RISING STAR AWARD
Alejandra Almaraz, Laurel Inn - Front Desk Supervisor
Alejandra Almaraz received her Bachelor’s Degree from the University of San Francisco in
2001. Immediately following, Alejandra began her career at the Laurel Inn as a Front Desk
Host. While in that position, Alejandra represented the hotel as the “Cultural Ambassador” and “Experience Rewards Coordinator.” In 2005, she was promoted to Guest Services supervisor at the Laurel Inn, where she currently works. In addition, Alejandra is a translator for Joie de Vivre, and trains newly hired employees to the company in Spanish in San Francisco and in the company’s Silicon Valley hotels.
Alejandra’s can do attitude has been evident since the moment she walked through the door of the Laurel Inn. She has gone from being slightly shy in customer interactions to being promoted as Guest Service Supervisor With great enthusiasm, she oversees the guest relations programs, including the Joy of Life Club, and plays an active role in Spanish translations for the entire company at monthly New Hire Orientations. Alejandra has been the recipient of Joie de Vivre’s “Dream Maker of the Year Award,” “Rising Star Award,”
and a finalist in the “Extraordinary Service Award” two years in a row. She was also a Rising Star Finalist at last year’s Hotel Hero Awards. We are going to continue to hear great things about Ms. Almaraz in the future.
UNSUNG HERO AWARD
Virginia Wong • Ritz-Carlton – Cables Attendant
Virginia Wong is a “pre-opening” team member of The Ritz-Carlton, San Francisco employee
dining room department, called “Cables.” She began with the property in 1991. Virginia is
in charge of preparing the meals for service, maintaining the cleanliness of all equipment and facilities, washing of all tableware for the room. Her most important role, however, is that of enlivening the philosophy of “Ladies and Gentlemen Serving Ladies and Gentlemen,” and ensuring the Three Steps of Service are offered to all employees: 1) Warm, sincere greeting and use of guest’s name; 2) Anticipation and fulfillment of each guest’s need; 3) Fond farewell, give a warm good-bye and use the guest’s name. “Cables” is the busiest outlet of the Ritz-Carlton, serving anywhere from 200-400 customers daily depending upon business volumes.
Virginia greets all employees by name, with a smile. She engages with everyone, ensuring
they are informed of the menu served that day. She remembers employee preferences and
will set aside food or condiments when necessary. Virginia will call an employee to let
them know their favorite fare, whether it’s fried chicken or pad Thai noodle being served.
She makes it a point to bid the employee, “have a nice day,” or “enjoy your day” wish as
they finish their meal or while clearing their plates at the sink. She is a hard working lady
who goes about her daily work with dignity and commitment.
Further testament to Virginia’s dedication, commitment and respect by her peers are her two Five-Star of the Quarter Awards and her Five Star Employee of the Year Award presented to
her in 1997. Virginia takes good care of those who take care of our City’s visitors, and for all her qualities she is being recognized as a Hero by her friends and colleagues.
LIFETIME ACHIEVEMENT AWARD - DEPARTMENT MANAGER
James McCasland, Hilton San Francisco - Chief Concierge
Since his first hour as a concierge twenty years ago, when he was able to locate an
antique violin in Vienna for a guest without (he admits) even knowing what he was asked
to obtain, Jim McCasland has made the difficult a snap and the impossible simply an
opportunity to learn something new and excel. Whether it is designing the perfect “pop the
question” ambiance for an ardent suitor; saving the day of a speaker who left his speech at
the airport; being “tested” by a meeting planner to see if he can truly deliver on a bizarre
(but legal) request (he can and does); handling VIP tours and outings or assisting a work
colleague with dinner reservations for his anniversary, Jim delivers with enthusiasm, style
and meticulous care. He has mentored and trained every new concierge at the Hilton for nearly twenty years, many of whom have gone on to promotions at other properties and other cities and remains a friend and advisor to each. He encourages each to never stop learning, to strive for excellence and to proudly represent the hotel, San Francisco and the hospitality industry. With nearly thirty years in the industry, Jim represents the gold standard of customer service, and, as a role model he has instilled exceedingly high standards of performance in others. His numerous industry awards and distinctions include Where Magazine’s Silver Plume Award as Concierge of the Year, Hilton Hotels Corporation’s Spirit of Hilton Award in 2006, and he was also Finalist in the 2006 Hotel Hero Awards.
Jim was one of the first San Francisco concierges to join Les Clefs d’Or and has been
extremely active in its membership and growth in the Bay Area. Recently elected Treasurer of the Les Clefs d’Or USA Ltd., he brings a wealth of experience and local prestige to this international group and has been instrumental in the formation of a new foundation to assist concierges across the country afflicted with catastrophic illness or major life setbacks. Every concierge Jim has mentored is or will become a member of this organization. Jim was a leader in the formation, growth and international prestige of The Northern California Concierge Association (NCCA). Jim has been totally engaged with this group’s significant contributions to the San Francisco non-profit sector, including Project Homeless Connect with both volunteering and planning events to serve our City’s less fortunate. This outreach extends to the organization’s formation of The Relief Fund for Hurricane Katrina victims. He also enjoys playing bingo and serving meals at The Marian Residence for Women with the Hilton San Francisco’s volunteers.
Jim often says that becoming a concierge has fulfilled his professional goals and that what it takes to give good customer service is, “…the need…the desire to bring happiness to other people has to be in your heart.” Jim never fails to credit other managers and colleagues who mentored him along the way for their inspiration. It is this same inspiration that he now provides to an array of colleagues around the world as a representative of San Francisco and the hospitality industry. He embodies the quotation: “Happiness is the full use of one’s
powers along the lines of excellence.” Jim is a very happy man, indeed.
LIFETIME ACHIEVEMENT AWARD - HOTEL EXECUTIVE
Ralph Lee, Hotel Whitcomb - General Manager
Ralph entered the hospitality industry at the age of 19 in 1974 as a hotel utility/houseman
and dreamed of becoming a bellhop. His dreams materialized after only two months on
the job. While attending San Jose State University, Ralph became a member of Teamster
Union Local 856 while working as bellman/van driver, busboy, room service water, food
server, desk clerk and night auditor. By his 24th birthday, and after only a five-year run in
hospitality, he was promoted from Assistant Manager to General Manager. Five years later,
he became Regional Director for sixteen hotels in California. Throughout the 80’s and early
90’s, Ralph has held various general manager and regional positions with Prime Hospitality
and Sage Hospitality and was the Regional Director for Village Resorts, responsible for
seven oceanfront resorts on the islands of Maui and Kauai. In 1995, Ralph became General
Manager of the Ramada Plaza San Francisco, making him one of the longest tenured GM’s
in the City. His passion toward customer service has enabled his team to achieve several
awards as one of the City’s top performing hotels in the Ramada Franchise System.
Ralph’s selfless dedication to his team transcends his hotel. Associates at all levels of the
organization are touched by his compassion and leadership. Ralph believes that being a
leader is best done by example. While serving as General Manager, Ralph has served or
is currently serving on a multitude of boards and committees, such as Citizen’s Advisory
Committee and Chair of the Mid-Market Redevelopment Project, Board and Vice Chair for
Goodwill Industries and he is also a frequent guest speaker at the Goodwill’s Vocational
School and has been recognized by that organization at National Philanthropy Day. He has
been a member of the Board of Directors and President for Market Street Association and
was actively involved in Mayor Newsom’s Care Not Cash Initiative. Ralph has also been
honored by Childreach International as one of the Top Sponsor Hotels, received a Certificate
of Honor from former Mayor Willie Brown, and is also actively involved with numerous committees and boards of the Hotel Council of San Francisco, San Francisco Convention and Visitors Bureau, California Hotel & Lodging Association and Skal International.
LIFETIME ACHIEVEMENT AWARD - OPERATIONS
Phil Henry, Argent Hotel San Francisco - Bell Captain
Quite possibly the most sought after, frequently requested employee at the Argent Hotel is
35 year hospitality veteran, Phil Henry. Whether handling foreign dignitaries such as former President of France Mitterand or a first-time Bay Area visitor from Eureka, Phil Henry manages all needs with a style and panache all his own. Every guest who has the pportunity of being checked in by Phil receives first class treatment. A frazzled, travel-weary guest may enter the hotel, but after Phil works his welcoming magic, the guest returns to the lobby renewed and with a sense of comfort and confidence that can only be attributed to the relief he or she feels at “being home.”
Phil started at his hotel in 1983 when it was Le Meridien and has continued through its years
as ANA Hotel San Francisco, Argent Hotel San Francisco to the present as it reflags to become The Westin San Francisco Market Street. Phil is known throughout the Argent Hotel as one team member who can always be relied on for assistance, advise or a good joke. Under his supervision, his team of bellman and doormen can be counted on to show up, do their jobs and go the extra mile. Not one piece of lost luggage in five years! A record unheard of in the hotel world (misplaced, yes, but always recovered and returned)! Phil’s department has managed to come in under budget every year since 1998. What began as a job at the Midland Hotel in Manchester, England, became a lifetime career. Due to Phil’s diligence and can-do attitude over the last thirty-plus years, he has racked up an impressive list of awards and accolades, including the David N. Plant Award at the Sir Francis Drake; Supervisor of the Quarter – three times – during the Le Meridien days; Associate of the Quarter twice during the ANA days and Associate of the Year in 2001 at the Argent.
Many a bellman began a career under the expert tutelage of Phil Henry. He was instrumental in the hiring of legendary doorman, (and two-time Hotel Hero Award Finalist) Tom Sweeney, at the Sir Francis Drake almost thirty years ago. A model employee himself at every single hotel that he has worked for, he turns out model employees. Phil is a helpful
partner to other hotels in the area, as well, securing rollaway beds when needed or personally delivering luggage to other hotels for guests who have transferred to The Argent.
So, whether it’s “the English chap,” “that British fellow,” or, simply, “Phil,” the return guests are asking for lifetime hospitality professional, Mr. Phil Henry.
COMMUNITY SPIRIT AWARD
Chancellor Hotel on Union Square
The Chancellor Hotel on Union Square has demonstrated its commitment to San Francisco in numerous and creative ways. Time and talent are provided by the entire management team who contribute at least one work day per month to a non-profit service organization. Serving meals, engaging in “Clean Sweep” programs, conducting food drives which generate hundreds of pounds of food and cash for the San Francisco Food Bank, participating in the AIDS Walk San Francisco for the last ten years are a few ways the dedicated team at the Chancellor get involved. The General Manager, Wes Tyler, is a board member of both the Union Square Association and the Union Square Business Improvement District. He received the Union Square BID Service Award for “ceaseless commitment to strengthening communities; for his professional and courteous demeanor in all business dealings; and for his record breaking attendance at every meeting of ‘Project Homeless Connect.’” Keeping an eye on the future, Wes is also a member of the School to Career Advisory Board for the San Francisco Unified School District to establish and maintain a quality Hospitality and Tourism Academy in local high schools and has participated in the Mayor’s Summer Jobs for Youth Program. Keeping an eye on the community, he has completed the San Francisco Police’s Citizen Police Academy to better understand and work with the police who serve the area and community and is a member of the SF Police Officer’s Association Community Outreach Committee.
The Chancellor Hotel initiated its own “give change to make change” program to discourage
handing out money to people on the street and giving it to the agencies that help the homeless. The hotel had a box in the lobby where guests could give money, which the hotel matched and donated to a community service agency. Wes and his staff also assisted in the Homeless Count 2007 which provides statistics to receive Federal Funding for various programs. Demonstrating good citizenship, the hotel has the “Vote for a Free Lunch” Program which offers a free lunch to anyone who brings in a ballot receipt after an election to encourage people to vote. A small hotel with a big heart!
INNOVATION AWARD
Hotel Palomar
Hotel Palomar’s innovative approach to improving the overall guest experience is evident
in its dedication to the comfort of four-legged as well as two-legged guests. Pets are
always welcome at Palomar where several initiatives that support the hotel’s pet-friendly
attitude are in place. Canine guests are often found basking in the extra attention and
care they receive from Palomar staff. For example, Hotel Palomar’s “canine concierge,”
Virgil Romua, whose own dog, Cooper, often accompanies him to work, gladly arranges
walks, grooming and trips to area parks for visiting pups and pooches. Pets traveling with
their favorite human, experience an opulent Hotel Palomar stay when they book, “Woof
for Wellness,” an offering that allows canines to share deluxe accommodations with their
owners complete with a plethora of all natural botanical treats.
Creature-loving guests who want to develop a new friendship while in town may avail
themselves of the hotel’s “Guppy Love” Program which allows them to enjoy the in-room
companionship of a goldfish during their stay and a discount at the nearby California
Academy of Sciences where they can learn more about marine life and conservation
efforts, all in line with Hotel Palomar’s eco-friendly philosophy. Guests also feel good
knowing that Hotel Palomar takes its commitment to creatures of all types beyond the
walls of the hotel. For example, ten percent of each “Woof for Wellness” package booked
goes to the local San Francisco SPCA Chapter, and the staff is also involved in volunteer
efforts such as the San Francisco Zoo Clean-up Day to help renew the Zoo’s gardens and
exhibits. The overwhelmingly positive feedback from guests is a testament to the genuine care, comfort and pet-friendly atmosphere that shapes the overall guest experience while also contributing to the community. How “purrrrrrrrfectly” wonderful!