Q3 2014 - Mouallem Group

MANAGEMENT GROUP
INTEGRITY
“To give real service to guests,
you must add something that cannot be bought
or measured with money and that is sincerity and integrity.”
I
ntegrity is the quality of being honest and having strong moral principles.
Before anyone can live their life with integrity, they need to know who they are and what
they stand for in life.
You must also “police” yourself on a regular basis, almost daily, ensuring that you are not doing
anything that conflicts with your own values and moral code. For example, I live my life based
on a common sense morality. It is a values list or a set of standards of how I should live:
• Treat others the same way that I like to be treated
• Be fair and honest
• Keep my promises
• Respect and care for everyone
• Do my best at everything I do
With all of the responsibilities that I have to do daily, sometimes I am in bed thinking at night and realize that I need to
attend to something I should have done that day that effects
my integrity and I know I will not feel good until it’s done. That is how I police myself to maintain my integrity.
I saw a quote that relates to our Hospitality Industry and it read:
“To give real service to guests, you must add something that cannot be bought or
measured with money and that is sincerity and integrity”.
Trevor and Claude at the Bonnyville property have both been commended for exactly this - their
sincerity and integrity. It is very natural for them and the comments from the guests prove it.
They feel the sincerity from these team members and appreciate their honesty.
It seems to me these days that people do not like to hear the truth. I have to make decisions
that define who I am and what I believe in. Even the smallest action can have an impact on my
integrity and reputation, but I always choose to say what I honestly think. I know sometimes I
might hurt people with the truth, but my heart and my inner voice lead me to just “say it”.
In a world where news headlines are often dominated by people who make the wrong choices,
people who make the right ones can seem rare; however, it feels good to work and live with
integrity and when we become known for this valued trait, our lives and our careers flourish.
Linda Laporte
With CARE,
Linda Laporte, General Manager, BESTWESTERN Bonnyville Inn & Suites
mouallemgroup.com
Q3 2014
Inside this issue:
See what’s happening at
our properties:
Bonnyville
Wainwright
St. Albert
Sherwood Park
Drayton Valley
Special points
of interest:
Jessica’s African
Adventure
• • • • • •
Team
“Breast Western”
• • • • • •
Thank you notes
• • • • • •
Drayton Valley is
almost ready!
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Q3
2014
INTEGRITY
to align our thoughts, words and actions with our Visions to show our guests and TEAM members
JESSICA’S AFRICAN ADVENTURE
J
essica, from Sherwood Park, recently took a leave of absence to pursue her dream of visiting Africa.
She just returned this September and the details of her wild experience are as follows:
How was the traveling?
“Going there was not that bad, because I broke up the flights, but for my journey home I had four flights and my
total travel time was over 42 hours!”
What made you decide to take this trip to Africa?
“Ever since I was four years old I have had a deep connection to Africa. In university I studied International
Studies & Development with a focus on Africa. Before I applied for my job in Sherwood Park, I applied for this
incredible internship that I had always dreamed of. The job focused on doing rural community development with a
focus on education and lion conservation.”
Did you make any friends or meet anyone in particular that touched you?
“I really got to connect with the locals but also with other
international volunteers with similar passions. Every child
I worked with inspired me. Before my trip, I had asked for
donations from the team at the hotel. I am so grateful for
all that was donated but I cannot express the gratitude that
those children showed when they received the simplest or
smallest donation. They beamed from ear to ear for getting a
second hand article of clothing or a book, being ever so careful as if the book were a fragile snowflake that would melt
away at any second. When I asked my grade 6 class to tell
me their favorite activities, 75% of them described what we
would consider a job or chore - for example, “sweeping the
school and my house” or “helping my mother cook Shima”.”
Jessica and her 6th grade class
Did you see any wildlife?
“I was actually staying in the “bush”, also called the Mosi-O-Tunya National Park, so every day I was surrounded
by amazing animals just like a safari. It was unreal! I had my fair share of animal experiences: a scorpion in my
bed, a spitting cobra lurking about, many spiders hiding (some bigger than my hand), swarms of killer bees and yes,
I was attacked or almost attacked by a hippo!”
How has your experienced change you or your outlook coming back to work at the hotel?
“It is hard to explain the change that happens when you go from one extreme to another, especially after feeling so
at home in Africa. The people in Zambia have been patient their whole lives and hoped for positive and lasting
changes. I absorbed the idea of being happy no matter the situation good or bad. If I have a positive outlook day to
day, I am bound to spread that positivity to my friends, family, colleagues and our guests. Every day the children
in Africa gave me patience and the desire to strive for happiness.”
WE CARE.
To continue reading and viewing more articles and photos please visit : mouallemgroup.com
BEST WESTERN
Bonnyville Inn and Suites
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T
his past quarter in Bonnyville we had just one milestone
to celebrate together as a team. Congratulations, Michelle for reaching one year in Heart of the House! Also,
congratulations to Kathy for winning this quarter’s I/WE CARE
Draw and taking home a $250.00 Best Western Travel Card.
There’s big news from TEAM Bonnyville that we wanted to share.
For those who do not know, due to technical issues, the water
wall in the lobby has not been working for quite a long time, but
recently the team in Bonnyville was able to get it up and running!
Our team and our guests are very happy to have this stunning
feature back in the
lobby to welcome
everyone entering
the front doors.
Happy 1 year, Michelle!
Congratulations
Kathy and Analyn
on your 100%
Blueprint calls!
Kathy and Analyn
Team Bonnyville in their “Breast Western” T-Shirts! (see back page for more)
Bonnyville’s Water Wall
Martha modeling
Bonnyville’s new head sets
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Q3
2014
INTEGRITY
to align our thoughts, words and actions with our Visions to show our guests and TEAM members
BEST WESTERN
Wainwright Inn and Suites
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Happy 5th Birthday,
Wainwright!
Faith Ann and Lana
Our Wainwright property recently had its 5th Birthday and the team
enjoyed cake and lunch to celebrate at our Q3 Town Hall Meeting!
A
long with our hotel’s birthday, we had five major milestones
in Wainwright this past quarter. Congratulations to Kirsty
reaching one year in Guest Services; Faith Ann, reaching two
years at Guest Services and receiving her Mouallem Management
Group Jacket; Anita, reaching four years in Heart of the House, and
to Lana and Cory for reaching five years at the property. Lana and
Cory have been a part of our TEAM & FAMILY since the hotel was
under construction. Below, Lana and Cory reflect on the past five
years at the hotel:
Cory, Joey, and Lana –
Happy five years!
Lana: “My past five years have been nothing short of
amazing. For me, the direction and support from the
TEAM has made me grow as a person in so many ways,
and that I am grateful for. I am also so very thankful
for my TEAM who truly live our vision of surpassing
our guests’ expectations by showing we care in a way
to earn our guests’ loyalty. We are a big happy FAMILY here in Wainwright and I feel very blessed to have
such wonderful people working with me to be our very
best. I look forward to many more years with the BEST
WESTERN Wainwright Inn & Suites and Mouallem
Management Group.”
Cory: “What I’ve loved most about the last five years, is the people I’ve met
and gotten to work with. The memories you have with them stay with you
forever. How we work with each other on resolving challenges and how we
continue to grow together makes it all worthwhile.”
Anita and Lana
Party! Joey and Alicia
Our I/WE CARE winners Jarred, Lisa,
Lana, and Faith Ann
WE CARE.
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BEST WESTERN PLUS
The Inn at St. Albert
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#
1 of 3 hotels in St. Albert
4.5/5 based upon traveler reviews
Our St. Albert hotel recently celebrated its 4th Birthday this past August
after first opening its doors in August 2010.
Happy 1 Year, Catty!
Happy 4th Birthday, St. Albert!
“I remember when she was a baby and just learning to crawl. Now Bill and his TEAM
have got her running near capacity! Thanks Bill & TEAM for taking CARE of our
baby…we’re all so very proud of all you have helped her accomplish.”
With CARE, Joey
T
Happy 1 Year, Robin!
his past quarter in St. Albert we had many TEAM anniversaries to
celebrate! Congratulations to Catty, Robin and Don for reaching one
year; Josh for reaching two years and earning his Mouallem Management
Group jacket; and to Crystal and Jennifer for reaching four years at the hotel! Although not everyone celebrating a milestone was able to join us at our meeting, we
look forward to many more years of success with you on our TEAM.
Happy 4 Years, Jennifer!
Heather cutting her cake.
Congratulations to all of our I/WE CARE winners
win St. Albert!
Happy 4 Years, Crystal!
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Q3
2014
INTEGRITY
to align our thoughts, words and actions with our Visions to show our guests and TEAM members
BEST WESTERN PLUS
Sherwood Park Inn and Suites
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his quarter, there were a total of six milestones to celebrate in Sherwood Park! Congratulations to Johny
and Ramses for reaching one year, and to Dale also
reaching one year with Mouallem Management Group after
first starting in Bonnyville and transferring to Sherwood Park
last December.
Congratulations to the Sisters, Karen and Sharon, both earning their two year Mouallem Management Group jackets;
and to Crystal G., celebrating her four year anniversary after
first joining us in St. Albert and transferring to Sherwood
Park when the hotel opened.
Dale and Johny
Thank you to those who reached a milestone this past quarter
although some could not be there and also to the entire Sherwood Park TEAM for your care and dedication to our vision
and core values each and every day.
Joey and Dale
Sherwood Park girls all in their jackets!
Kaye, Crystal, Karen and Sharon
Victoria and her Sherwood Park FAMILY
Big hugs from Kaye
WE CARE.
To continue reading and viewing more articles and photos please visit : mouallemgroup.com
BEST WESTERN PLUS
Executive Residency Drayton Valley
bestwesterndraytonvalley.com
Projected for December 2014
Guest Room – the floors are in!
It’s starting to look like a hotel!
A lot can happen in just three months! So much progress has been made at the
BEST WESTERN PLUS Executive Residency Drayton Valley since our last
newsletter. The hotel is projected to open towards the early December, when we will
be very excited to welcome our first guests to the property. As the opening quickly
approaches, we wanted to share these photos with you to give you an inside look at
the progress!
Facts about our newest hotel:
Executive Suite
• This will be the first BEST WESTERN PLUS Executive Residency hotel
built in North America!
• The hotel will be an “all-sui tes”, 90 room property, complete with a two queen
and king studio, as well as one and two bedroom suites.
• The hotel will have an Entertainment Lounge (instead of a pool) with state-ofthe-art virtual Formula 1 racing and a golf/football/hockey/soccer simulator.
• The 24 hour Fitness & Wellness Centre will feature a “Bodo Inada Sogno
Dreamwave” massage chair.
• There will be an outdoor patio area, available to access in the summer months,
that includes TVs, a fire pit and BBQs.
Hallways coming together
• Every floor will have a Guest Laundry room.
We look forward to introducing you to our newest hotel and its team in our Q4 2014
newsletter and we’ll catch up with Drayton Valley’s General Manger, Marla, when
the hotel opens.
Continue to visit bestwesterndraytonvalley.com for the latest updates on the hotel.
Two elevators
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MANAGEMENT GROUP
VISION
Surpass our guests’
expectations by showing we
CORE VALUES
TEAM : Inspire and empower a TEAM to ensure an I/We CARE experience
FAMILY : Treat every guest and TEAM member in a CAREing manner in which we
would wish to be treated.
INTEGRITY : Align our thoughts, words & actions with our Visions to show our
guests and TEAM members WE CARE.
in a way to earn
our guests loyalty.
RESULTS : Take responsibility in meeting or exceeding our goals by being
accountable to our budgets and the outlined GM expectations on a monthly basis
in order to ensure confidence and sustainable growth.
Team “Breast Western”
In the beginning of July, Heather and Robin
hot dogs in the summer, selling sandwiches,
in St. Albert decided they
receiving guest donations, and also
wanted to fundraise and
asking the community in St. Albert
help create awareness for
to participate and donate items for
the Canadian Breast Cancer
a Silent Auction at a local pub. Our
Foundation by enrolling
team’s hard work and efforts really
their team in the CIBC Run
paid off! St. Albert raised a total
for the Cure on October 5,
of $1217.00 and Bonnyville raised
2014. St. Albert then invited
$1600.00 not including individual
the entire team including
and online donations. Linda and her
all of our properties and the
team in Bonnyville also have decided
head office staff to join them
to continue to raise money for the
in raising money to inCanadian Breast Cancer Foundation
Heather and Josh in his
clude in the donation. Over
all year long.
hot dog suit at the
BBQ Fundraiser!
the past quarter, our team
Congratulations, Team for all your hard
members have volunteered
work, efforts, and time in raising money
many hours to fundraise including selling
towards a future without breast cancer!
Thank you to our valued guests
Every day all of our team
members at all properties
work very hard to live our
vision and in previous
newsletters we shared tips
on how to achieve our goal
of surpassing our guests’
expectations.
Here are some guests who
took the time to write to
our team as a thank you
after feeling cared resulting in earning their loyalty.
BEST WESTERN PLUS
Executive Residency Drayton Valley
1.780.621.BEST (2378)
Coming Dec 2014 !
• • • • • •
BEST WESTERN PLUS
Sherwood Park Inn & Suites
1.780.416.7800
• • • • • •
BEST WESTERN PLUS
The Inn at St. Albert
1.780.470.3800
• • • • • •
BEST WESTERN
Wainwright Inn & Suites
1.780.845.9934
• • • • • •
BEST WESTERN
Bonnyville Inn & Suites
1.780.826.6226