THE 2008 HOTEL HERO AWARD WINNERS WERE:
BEYOND THE CALL OF DUTY
Citra Darmawati, Hotel Palomar - Front Desk Supervisor
Extraordinary care, ingenuity and thoughtfulness are personified by Citra Darmawati. Examples of her remarkable customer service include hopping on a streetcar to stand in line for same-day release tickets to Alcatraz; sewing buttons on a guest's suit coat immediately before his presentation; helping housekeepers clean a suite needed for a guest's conference call; volunteering to baby-sit on short notice for a guest's child...all while attending groups and guests, who soon realize she is the go-to miracle worker. Citra loves personalizing frequent guests' experiences and has been known to arrange holiday decorations for their rooms, even personalizing Christmas stockings. A New Year's Eve frequent guest was treated to not only champagne, but also 101 origami stars, each hand-printed with a wish or resolution. The exquisite gesture was simply Citra.
RISING STAR AWARD
Angel Aroche, St. Regis San Francisco - Director of Security
A true professional, Angel Aroche blends the worlds of hospitality and protective services. A role model and mentor, under his tutelage, his officers have obtained Citizen Police Certificates, National Emergency Response Team Training, one joined the Police Force and one the U.S. Air Force Reserves. An innovator in security processes, he developed an early warning notification of criminal activity on hotel property, Be On the Lookout “BOLO,” now used throughout the City and responsible for apprehending a purse-snatching ring. Angel’s uncompromising dedication to service excellence has resulted in some of the highest guest satisfaction scores throughout the Starwood brand. A former police officer and U.S. Armed Forces drill instructor, Angel remains dedicated to community service. Currently, he is Vice President of the San Francisco Security Directors’ Association and serves on the Yerba Buena Security Team.
UNSUNG HERO AWARD
Yee Lam Yu, Palace Hotel - Cook
For over 25 years, Yee Lam Yu has made it his mission to share his culture, tradition and talents with his peers, supervisors and guests at the Palace Hotel. He designs lavish, authentic Chinese banquets and produces every item himself. His masterpieces of intricate fruit and vegetable carvings are spectacular. Diligent and reliable, he is also zealous about the Quality of his work. He takes great pride in single-handedly producing all the cold items for the famous Garden Court Sunday Brunch. A gentle man of quiet humility who brings time-honored values of hard work and integrity to his artistry and craft, Yee Lam is also a champion of good will. He’s viewed by staff and guests alike as a “Palace treasure,” a living symbol of the Hotel’s history and presence in San Francisco.
LIFETIME ACHIEVEMENT AWARD - DEPARTMENT MANAGER
Philippe Striffeler, Hotel Nikko San Francisco - Director of Food & Beverage
Since the age of 10, when he entered the hotel kitchen of a family friend, Philippe knew he would be a chef. Recognizing that the dining experience encompasses more than just enjoying food, he is driven to providing nothing less than the finest ingredients and creating each menu as though it was his first. President of the Chef’s Table, an active member of the Toque Blanche and a local radio personality, Philippe gives unstintingly of his time and talents to many local organizations, and has graciously donated his services to be auctioned off to raise money for the Red Cross Tsunami Victims of 2005 and Education in Africa, to name just a few. He has groomed and mentored associates who have moved on to head their own restaurants. Self effacing and humble although receiving countless awards and local celebrity chef status, Philippe’s standards are high, and his passion remains as infectious as that 10-year old boy’s.
LIFETIME ACHIEVEMENT AWARD - HOTEL EXECUTIVE
Stefan Muhle, The Orchard Hotels - General Manager
The first San Francisco General Manager to construct a “green” hotel, the Orchard Garden, which opened in 2007, is California’s first LEED-New Construction certified hotel, built to the exacting specifications of the U.S. Green Building Council. Stefan was determined to achieve this milestone in San Francisco’s hospitality scene as studies have shown that LEED certified buildings have lower operating costs, higher employee productivity and happier, healthier occupants. Stefan, who is also General Manager of The Orchard Hotel since 2001, has created not one, but two, exceptional properties. Leisure, business and eco-conscious travelers are unanimous in their praise of the service, staff, rooms and value of both hotels, all run by Stefan’s hands-on example and leadership. It is a testament to Stefan’s management and talent that the Orchard Hotel and Orchard Garden have again been voted the Best Places to Work by the San Francisco Business Times.
LIFETIME ACHIEVEMENT AWARD - OPERATIONS
Tom Sweeny, Sir Francis Drake - Doorman
A San Francisco icon and goodwill ambassador, Tom Sweeney has been Sir Francis Drake’s legendary doorman for 31 years. He has shaken the hand of five presidents and countless other dignitaries and luminaries, but he extends the same VIP service to each and every guest and passerby. He has been photographed almost as much as the Golden Gate Bridge, yet he’s always eager to take a photo with a tourist. As a testament to his stature in the City, Tim was carried to his 30-year anniversary party in Rescue One, the San Francisco Fire Department’s biggest and best emergency unit. Tom lets one and all know how much he loves San Francisco, his hotel and his job, and that he wouldn’t trade it for anything. Tom says that the secret to his success is staying calm, and “that you have to love dealing with the public.” A sentiment surely returned in full measure by those who have the good fortune to meet Tom Sweeney.
COMMUNITY SPIRIT AWARD
San Francisco Marriott
Marriott International’s Spirit to SERVE the community with projects that impact Shelter and Food, Environment, Readiness for Hotel Careers, Vitality of Children, and Embracing Diversity & Disabilities is embodied by the San Francisco Marriott team. Volunteers work to empower others and bring SERVE to life through applications of time, energy and commitment through these few examples; Hosting a holiday luncheon for seniors and volunteers from Little Brothers Friends of the Elderly, and purchasing holiday gifts for children and elders through the Salvation Army; Supporting and maintaining a vigorous environmental program which has brought national and local honors to the hotel, Providing tours to students and community partners to provide knowledge about careers in hospitality; and organizing food donations for walkers at three local March of Dimes walk sites. The hotel continues a nearly 20-year alliance with Toolworks, and agency dedicated to promoting independence, equality and personal satisfaction for people with disabilities. Currently, 14 Toolworks employees are working at the hotel. Additionally, the hotel sponsored a visit from New Directions Travel Programs for People with Developmental Disabilities. Marriott San Francisco’s Volunteer Council is justifiably proud of the hotel’s variety of and commitment to community service.
INNOVATION AWARD
Orchard Garden Hotel
The first U.S. Green Building Council LEED-certified hotel in California (and only fourth in the world), the Orchard Garden is leading the hospitality industry toward a healthier, more sustainable future. Key aspects of the Orchard Garden’s programs insure that optimal indoor environmental quality is provided for hotel occupants and staff. Eco-friendly construction materials used were concrete made with fly ash, a byproduct of recycled coal, and wood certified by the Forest Stewardship Council as harvested in a sustainable manner were used. Only furnishings and finishes that do not off-gas harmful chemicals were chosen. Fabrics were made with recycled polyester without chemicals and are machine-washed to avoid dry cleaning chemicals. Natural citrus-based cleaning products are used, organic bath amenities offered in every room, and daylight is captured and brought deep into the interior through a ten-story indoor skywell. The City’s first built-in key card energy management control system reduces energy by 20%. Recycling and re-use programs and sustainable purchasing programs round out the eco-effort. The hotel’s staff is very knowledgeable on the subject of “green” and guests and visitors are welcome to pick up resource information or engage the staff with questions and feedback.