A publication for the employees of Cooper HotelsTHE INN FORMER

Vol. 30 Number 2 Summer / Fall 2018

Memo fromManagementBy Pamela LittleCooper Hotels Regional Director of Sales

Oftentimes, I ask our team members on the front line, “How are you actively selling our company?” In most cases, they adamantly respond – I don’t sell, I am not a salesperson! My answer is consistently, oh yes, you are a sales person, and your sales efforts are one of our company’s greatest attributes! So before you respond that you are not a salesperson, I want to ask the following questions: Do you persuade your friends or spouse to go to a movie of your choice? Do you talk your children into getting ready for school on time, or have you negotiated a scheduling change with your manager, or convinced a neighbor to watch your pets while you are away from home? Have you talked someone into trying a new recipe? If so, you have been actively selling! Every person sells something every day. We sell ideas, we sell our own agendas, we sell ourselves and we sell our company’s positive attributes. Cooper Hotels relies on ongoing purchases from customers. When we bring in new customers and retain our existing ones, this creates job stability for everyone in every department. So, in case you are thinking, how can I sell more effectively? Be knowledgeable. Know our hotel space and offerings. Take a tour. Know our product advantages. Be enthusiastic. As you generate excitement in your role, it creates excitement about the hotel. Excitement removes any uncertainty that our hotel is not the best location for our guest’s stay or meeting. Where can you sell the hotel outside of the workplace? What are you involved in? • Sports: Golf, bowling, adult league basketball, baseball, softball, a co-ed group, youth sports with your children or siblings? Do these groups participate in tournaments in our hotel locations, and will they generate room nights for us? • Educational classes: Photography, quilting, gardening, etc. Would these groups convene for a class on property? • Industry training or professional associations: Food handling, safety, CPR certification, hospitality, professional groups—will they meet with us? • Philanthropic or charitable endeavors: Heart Association, United Way, Rotary, Exchange, Kiwanis, Lions, veteran organizations. Will they conduct planning meetings or fundraisers with us? • Religious groups: Churches, couples ministry, youth groups, mission organizations. Do they meet offsite? We can offer award winning Hotels with great service, but without continuous sales efforts, our business would struggle to survive. Sales are a fundamental aspect of any successful business and it starts with YOU. Everyone is a salesperson. How will you sell today?

Hilton Knoxville Airport Expansion Leads Cooper Hotels Renovations and Upgrades

in the works include a complete hotel renovation in Murfreesboro in 2019, and renovations of the corridors, meet-ing space and ballroom to begin before the end of this year in Jackson. In the coming months, Crowne Plaza Fort Myers is scheduled to undergo a large renovation of guest rooms and corridors. Next door, the Homewood Suites by Hilton Fort Myers Bell Tower Shops will receive a complete facelift including the exterior of the building, guestrooms and all public areas in 2019. Also in Fort Myers, the lobbies of Hilton Garden Inn Airport/FGCU and Homewood Suites by Hil-ton Airport/FGCU will be completely renovated in 2019. The 20,000 square feet of event space at Hilton Orlando/Altamonte Springs will undergo substantial reno-vations starting in October. Hilton Naples is soon receiving 217 new 55” and 65” 4K UHD smart tele-visions, which will allow guests con-nectivity to their personal devices.

A rendering of the Hilton Knoxville Airport’s new conference center entrance and meeting room expansion. The existing hotel is shown at right.

TripAdvisor, the world’s largest travel Website, recently announced its 2018 Certificate of Excellence recipients. Only 10% of establishments on the review Website receive the award, based on traveler reviews. Congratulations to Embassy Suites by Hilton and Hampton Inn & Suites at Detroit Metro Airport, Hilton Garden Inn, Homewood Suites by Hilton Air-port/FGCU and Homewood Suites by Hilton Bell Tower Shops in Fort

12 Cooper Hotels receive prestigious 2018 TripAdvisor Certificate of Excellence

Myers and Hilton Naples on earning an eighth consecutive certificate, each year since the certificate’s inception. Six other Cooper Hotels awarded the 2018 Certificate of Excellence include: Hilton Knoxville Airport, Hilton Garden Inn Detroit Metro Airport, Crowne Plaza Fort Myers, DoubleTree by Hilton Decatur River-front, DoubleTree by Hilton Johnson City and DoubleTree by Hilton Oak Ridge – Knoxville.

In January 2019, work will begin on a $7.5 million, 10,000 square foot meeting facilities expansion at Hilton Knoxville Airport. The expansion is a partnership between Cooper Ho-tels, the Knoxville Airport and Blount Partnership. Already the largest event space in the area, the hotel’s total space will increase to 21,000 square feet. In addition, a new entrance to the conference center will be constructed, parking areas will be revamped and the outdoor patio will be upgraded. The expanded facilities will also fea-ture new seating and the latest audio-visual technology. Beginning in October, all of Cooper Hotels’ DoubleTree by Hilton hotels in Tennessee will feature new plat-form beds and the latest mattresses with cooling gel infused foam tech-nology. The total number of beds is 1,163, of which 671 will be converted from double to queen size. Other upcoming DoubleTree by Hil-ton property renovations and upgrades

COOPER HOTELSDECATUR, AL: DoubleTree by Hilton

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Salest Maniscalco

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PromotionsKristie Hendrix was promoted from director of housekeeping to food and beverage director. Her strong management skills and connections she has with employees and guests alike will ensure a successful restaurant operation. Kristie always helps out in other areas of the hotel when needed. Lindsay Waddell was promoted from inspector to assistant director of housekeep-ing. She knows all the ins and outs of house-keeping and ensures that rooms and suites are perfect for guests. Salest Maniscalco was promoted from inspector to assistant director of housekeep-ing. Salest always takes time to greet and connect with guests.

Competition Improves Guest Satisfaction ScoresA competition was held between each department to drive up SALT scores for the summer. Named “The Heat is On”, the department with the “hottest” or highest score would win an incentive of their choice for the department. All departments raised their scores, but the housekeeping team won, finishing the competition with a HOT score of 73.2 because of their hard work.

DETROIT, MI: Hampton Inn & Suites

DETROIT, MI:Hilton Garden Inn

After staying at the hotel for over three months, Ms. Jacobs, front left, and Ms. Ward were treated to a special table for breakfast on their day of departure by team members Ken Pipok, left, and John Melotnik.

DETROIT, MI: Embassy Suites by Hilton

Still #1 on TripAdvisor!Since its opening in 2010, Hampton Inn & Suites Detroit Metro Airport has been ranked first among 26 hotels in the Romulus, Michigan, market by travelers’ reviews on the TripAdvisor Website.

Employees of the Monthn January – Salest Maniscalco, assistant housekeeping director, was named Employee of the Month two consecutive months! She always comes in on days off if the depart-ment needs help, and she never complains. Salest was also promoted to her position recently because of her hard work.n February – CeeCee Brown, lunch man-ager, ensures that the lunch buffet is always excellent and that guests receive the best possible service. She has a list of loyal guests who come to the restaurant to see her.n March – Wanda Watkins, laundry atten-dant, is the PM laundry attendant. She makes sure that all linen from the day before is clean, folded and ready for the next morning and makes sure the front desk has linen for guests if requested.n April – Jonas Warren, lunch buffet cook, makes the awesome salad bar and even treats diners to cookies. He also has a loyal guest list that comes to the restaurant to see him. n May – Breonia Grant is part of our housekeeping team. She is an expert cleaner and has a thing for details. Bre always makes a connection with guests when she comes in contact with them. She also helps with banquets when the F&B department is short-staffed.

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n June – Karlo Rizo works in our banquet department. He is trusted to make sure every-thing is perfect for any event, especially when several events are taking place in the hotel.

Thanks to the hotel’s sponsorship with Premium Motorsports, all team members and their families were invited to attend The FireKeepers Casino 400 race on June 10 at Michigan International Speedway, part of the Monster Energy NASCAR Cup Series. Premium Motorsports had two cars in the race, #15 driven by Ross Chastain and #7 driven by DJ Kennington. Team members were treated to garage tours, a buffet lunch and seats in the pits with the crews during the race. Pictured with team members is driver DJ Kennington.

To show his gratitude for exceptional service from several hotel team members, Mr. Grueser, presi-dent of the Lansing Lugnuts minor league farm team of the Toronto Blue Jays, provided the hotel with 30+ suite tickets along with food and bever-ages. General manager Geoff Thompson, second from left, accompanied team members to the baseball stadium.

Each Hampton Inn was asked to create an album cover that tells the story of the hotel to be viewed at the brand’s General Manager Leadership Summit. Felicia Nazariom, front desk manager, created this very cool cover. It pays homage to Detroit’s famous MOTOWN heritage and lists some hits includ-ing “Signed, Sealed, Delivered Hilton Honors Benefits” and “Ain’t Too Proud to Beg for an Upgrade”.

Safety Committee ActivitiesDuring June, the Safety Committee reviewed the proper steps to take in an emergency situation. They discussed possible causes of an emergency and how to produce the best possible outcome for guests and those involved during emergency situations. They also reviewed the location of safety binders with useful information and how to use them.

COOPER HOTELS

Not Every Hero Wears A Cape!This year for Celebrate Service Week, the hotel celebrated its everyday heroes. All week they voted for fellow team members on superhero themed superlatives (such as Superman, Crowne Plaza All Star, Captain America, Most Loyal, etc.). Team members received custom T-shirts to thank them for all of the hard work in making guests feel at home. The weeklong celebration also featured games, snacks, pizza, snow cones, prizes and much more. The week ended with a luncheon to announce the winners, enjoy amazing food, dress as a favorite superhero and celebrate the entire team.

Red Sox/Boys & Girls Club BenefitCrowne Plaza Fort Myers hosted the 13th Annual Evening with the Red Sox in support of the Boys & Girls Clubs. Red Sox manager Alex Cora attended the event featuring silent and live auctions for sports memorbilia.

FORT MYERS, FL: Crowne Plaza at Bell Tower ShopsEmployees of the Monthn January – Jackson Touze, kitchenn February – Arlene Bartoldus, banquets n March – Javier Rivera, housekeeping n April – Elfego Cedame, maintenance n May – Jean Michaud, maintenance n June – Tom Lafuze, driver

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Employees of the Monthn January – Juana Hernandez, suitekeepern February – Blanca Rodriguez, suitekeepern March – Alex Kantor, guest service representativen April – Emmy Marrero, housekeeping inspectorn May – Jerry Labady, guest service representativen June – Zachary Bell, food & beverage attendant

FORT MYERS, FL: Homewood Suites Airport / FGCU

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ElfegoCedame

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PromotionCasey Matheson joined the Homewood Suites team in October 2014 as food and beverage attendant. She was attending high school majoring in hospitality. Her hard work and great hospitality earned her a transfer to the front desk where she became the trainer for front desk team members. In April, Casey was promoted to guest service manager.

Maureen Killeen, MVPMaureen Killeen, Homewood Suites Airport/FGCU direc-tor of sales, completed the Homewood and Home2 Suites brands’ MVP Sales Program. Only five of the brands’ directors of sales are selected annually to participate in the program, where participants receive advanced sales training enabling them to develop personally and professionally. Maureen helped open the Homewood Suites Airport/FGCU in 2009, and she has been with the Cooper Hotels sales team since 2003.

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Several Homewood Suites Airport/FGCU team members and Homewood Suites mascot Lewis the Duck (guest service manager Casey Matheson) visited a local children’s hospital and a daycare where assistant manager Jay Frias read a Lewis the Duck book to four classes. Team members shown are executive housekeeper Nasa Lopez, from left, front desk agent Alisha Velasco, general manager Debbie Clark, assistant general manager Jay Frias and director of sales Maureen Killeen.

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Superhero themes, artwork and T-shirts made Celebrate Service Week a blast for Crowne Plaza team members.

Bloomin’ with AppreciationThe Crowne Plaza at Bell Tower Shops was in full bloom on May 22nd when over 150 clients and guests gathered at the annual Client Appreciation Party. The Fort Myers ballroom was transformed into an outdoor garden party (without the Summer heat!), and the attendees enjoyed a variety of cuisine from beef tenderloin to vegetables crudité served in planting pots, as well as appetizers and miniature desserts. Décor ranged from pergolas with chandeliers and hanging bistro lighting across the room to walls of fresh flowers and a bar set inside a hexagon. Guests played games of corn hole and giant jenga in the “outdoor” backyard. They also received packets of wild flower seeds to grow at home and cans of sparkling rosé.

Clients, guests and team members mingled and enjoyed the Crowne Plaza Client Appreciation Party.

Great Inspection Score StreakHomewood Suites Fort Myers Airport/FGCU received its 13th consecutive OUT-STANDING rating on a recent Quality Assurance Inspection. To celebrate, the team enjoyed a poolside cookout.

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COOPER HOTELS

n January – Polly Marshall, laundry n February – Phil Harwood, maintenance n March – Randy Vinson, housekeepingn April – Morgan Miller , front desk n May – Maybe l l Herron , l aund ry n June – Michel le Caste l law , sa les department

DoubleTree Jackson team members celebrated Cookie Day in May by treating people around town and then at the local Jackson Generals baseball game to DoubleTree Cookies. Shown with the team mascot are sales manager Charis Davis, from left, Vicky Parrish in catering, direc-tor of sales and catering Mary Ross, sales coordinator Michelle Castellaw and general manager Sergio Ghio.

DoubleTree by Hilton Jackson was once again voted Best Hotel by readers of the Jackson Sun newspaper. Accepting the 2018 award are sales team members Michelle Castellaw, from left, Mary Ross and Charis Davis.

DoubleTree Jackson Earns Hilton Travel with a Purpose GrantDoubleTree Jackson donated $500 to a local middle school through a Hilton Travel with a Purpose grant to help build a recreation center in Rio de Janero, Brazil. A portion of the money was also donated to the school for sports equipment. The students wrote pen pal letters to the recreation center students. The Hilton grants are intended to support the development of local solutions and strengthen the quality of life in the communities Hilton hotels and corporate offices serve.

Jackson team members presenting the Hilton Travel with a Purpose grant check to students and faculty are Shataya Hall, at left, Yabby Bond, holding the check on left, Shani Ruffell, fourth from right, and Morgan Miller, at right.

Heroes of the MonthJACKSON, TN: DoubleTree by Hilton

Polly Marshall

PhilHarwood

Randy Vinson

MorganMiller

MichelleCastellaw

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Employees of the Monthn January – Leo Moyer, assistant chief en- engineern February – Victor Almarante, lobby attendant

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JoseDejesus

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FORT MYERS, FL: Homewood Suites Bell Tower ShopsHilton Catch Me at My Best Program Recognizes Great ServiceHomewood Suites by Hilton Bell Tower Shops had its first team member “catch” by a happy guest in early July. Guests can reward team members by catching them doing an outstanding job. Housekeeper Marisol Hernandez was not only caught once, but TWICE! Way to go, Marisol! The Hilton “Catch Me at My Best” recognition program ends in August.

n March – Maria Ferreyra, breakfast hostess n April – Jose Dejesus, housemann May – Darlene Boyle, guest service agentn June – Marisol Hernandez, housekeeper

FORT MYERS, FL: Hilton Garden Inn

Raven Lamorte

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Employees of the Month n January – Maricela Her-nandez, housekeeping, was honored for her hard work and dedication to the team. During short staff situations,

she has often helped out by working extra hours without a complaint.n February – Josh Coote, bartender, is very dedicated to providing excellent customer Elizabeth

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n April – Elizabeth Dessous, front desk, always comes to work ready to greet guests

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service. He is reliable, honest and always a pleasure to work with.n March – Raven Lamorte, night auditor is a longtime team member who is a pivotal part of the Hilton Garden Inn

Fort Myers team. Raven is friendly, reliable and very knowledgeable.

n May – Eve Resignac, food and beverage, consistently shows dedication to customer service, and she often goes out of her way to accommodate guest needs. She is a team player and an important part of the HGI Fort Myers Airport/FGCU family.n June – John Wilhelm, transportation, is often one of the first and last HGI Fort Myers Airport/FGCU team members to interact with guests, and the property is fortunate to have such a kind and customer service focused team member.

with her “A Game!”, and guests always enjoy her exceptional customer service.

COOPER HOTELS

KNOXVILLE, TN:Hilton Airport

KINGSTON, NY:BEST WESTERN PLUS Hotel & Conference Center

JOHNSON CITY, TN: DoubleTree by HiltonEmployees of the Monthn January – Teresa Keller, room attendant, is dedicated, hard working and a pleasure to work with. She always puts guest needs first. n March – Christopher Fields, guest service agent, is always getting mentions from guests on the SALT (guest satisfaction) surveys due to his “make it right” attituden April – Misty Taylor, house person, is always on top of her job. She makes a point to greet guests and ask how they are doing.n May – Anthony Metcalf, maintenance, is always willing to help whenever he can, always smiling and projecting a great attitude.n June – Angela Solem, housekeeper

Community Activities/ServiceThis year marked Team DoubleTree’s fourth year participating in the cancer fundraiser Relay for Life. This year the team was split into two teams. The Hope Hustlers and the Hope Tacklers, captained by Samantha Honeycutt and Oliva Orr, competed to see who could raise the most money. The Hope Hustlers won by raising more than $400 towards their goal. Amber Farley captained her own team, Anchored in Hope. The three teams raised more than $1000 by participating in t-shirt sales, luminaria bag sales, a turkey shoot, restaurant night and funnel cake sales.

PromotionsChristopher Fields was promoted from guest service agent to guest service night manager. He always exceeds guest expectations. Stacie Fox was promoted from housekeeping inspector to executive housekeeper. She is always up for a challenge.

Sustainability Efforts Pay OffLED lighting throughout the hotel has saved approximately $450 so far. The new kitchen exhaust system equipment increases efficiency. Monthly maintenance using new chemicals keeps drains, toilets, sinks and bathtubs draining smoothly, saving staff time and the cost of a plumbing company.

Hotels.com Loved by Guests AwardIn April, DoubleTree by Hilton Johnson City received the Hotels.com Loved by Guests award for consistently receiving exceptional guest ratings and reviews from guests who booked the hotel via Hotels.com®.

Relay for Life participants (top row left to right) Anthony Metcalf, Matthew Peeler, Joshua Adkins, Ken Hall. (bottom row) Oliva Orr and Samantha Honeycutt.

Employees of the Monthn January – Sherri Ayala, food & beveragen February – Evelin Orozco, housekeepingn March – Pam Lambert, food & beveragen April – MaKayla Jackson, food & be-veragen May – Laly Rendon, housekeepingn June – Maria Mejia, housekeeping

Fred Weekley Joins County Schools Business Advisory CouncilFood and beverage director Fred Weekley joined the Business Advisory Council for Blount County Schools’ Project SEARCH, a course for high school seniors with dis-abilities. Students participated in job skills development. All five interns graduated and secured permanent employment.

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Hilton Knoxville sales coordinator Mary Moore, from left, director of sales Kim Fry and sales manager Breanna Endsley participated in the Two Men and a Truck Movers for Moms program.

Fred Weekley with the Project SEARCH interns.

Employees of the Monthn January – Jay Davenport, front desk clerk, has been compassionate towards guests and staff and dedicated to his job for seven years. n February – Sandra Alarcon, housekeeper, has an outstanding work ethic and has been a role model for 13 years.n March – Mitzi Cano, breakfast attendant, is a very reliable two-year team player.n April – Rose Krein, restaurant wait staff, is a 19-year favorite of hotel guests. She continues to be an important part of the team.n May – Susan Spencer, front desk weekend supervisor, has excellent guest service skills and was quickly promoted to weekend supervisor. n June – Colin Blackwood, night auditor. “takes charge” of any situation. He has been very thorough at his job for the past three years.

Director of sales Debra Harris, left, and corporate sales manager Loretta Ede at the Woodstock Harley-Davidson Customer Appreciation Day. They promoted Best Western’s unique partnership with Harley-Davidson Motorcycles and their joint rewards program, which includes special room rates, reward points, wipe down towels, and wash station access for Harley riders who are also hotel guests.

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Hotels.com Loved by Guests Award WinnerBest Western Plus Kingston received the Hotels.com Loved by Guests Award for consistently receiving exceptional guest ratings and reviews from guests who booked the hotel via Hotels.com®.

COOPER HOTELSMEMPHIS, TN: DoubleTree by Hilton

MURFREESBORO, TN: DoubleTree by HiltonEmployees of the Month■ January – Sandra Myers, laundry supervisor■ February – Lashon Morrison, lobby attendant■ March – Lindsey Leader, guest service agent■ April – DeAndre Kimble, banquet captain■ May – Sara Johnson, banquet captain■ June – Gabby Evans, guest service agent

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Employees of the Month(front of house / heart of house)■ January – Kaleigh Engstrand, guest service agent, and Salim Ray, cook/dishwasher■ February – Cerchel Brown, banquet captain, and Cynthia Johnson, room attendant■ March – John Garcia, cook, and Maggie Golden, laundry attendant■ April – Robert Young, maintenance en- gineer, and Dennis Grayson, driver■ May – Alicia Savage, driver, and Ericka Stephens, room inspector■ June – Michael Echols, driver/bell-man, and Angela Chambers, assistant housekeeper

Promotions Room attendants Ieasha Smith and Lakedra Bobo were both promoted to inspector roles in housekeeping.

During Employee Appreciation Week, the staff was treated to a visit from a Ben and Jerry’s Ice Cream truck for frozen treats.

Server Lakeisha McNeil, left, and Deandra Milan, houseman, both picked the winning team in the 2018 DoubleTree Memphis NCAA basketball championship brackets contest. Deandra’s final score prediction was closest, so he won first place with a basketball and cash prize, while Lakeisha took second with a basketball prize.

Elvis enjoying a DoubleTree Cookie poolside at DoubleTree by Hilton Memphis.

Popular Memphis TV news anchor Joe Birch presents DoubleTree by Hilton Memphis bartender Carlos Ri-vas with the Memphis Metropolitan Hotel & Lodging Association Food and Beverage Employee of the Year award.

“Elvis” Visits DoubleTree by Hilton MemphisThe Memphis Convention & Visitors Bu- reau staged an “Elvis Relay” social media campaign for National Travel & Tourism Week. The CVB supplied 50 businesses including hotels, restaurants, breweries and local attractions, with tiny Elvises and the social media posting schedule. Each participating business came up with their own creative photo idea and highlighted links to the next tiny Elvis locale with the hashtag #MemphisNTTW. The fun campaign highlighted new places for tourists and locals to check out and spurred connectivity between businesses and organizations.

Employee Appreci-ation Week includ-ed a “Hula Hoop” contest. GM Kurt Harrop was one of the participating hoopsters.

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Promotions Christina Chick was promoted from guestservice agent to catering coordinator.Eyrn Groves was promoted from guest service agent to night manager.Eric Grosch was promoted from cook to sous chef.Courtney Smith was promoted from guest service agent to assistant food & beverage p.m. manager.Sara Johnson was promoted in banquets to banquet manager.

Community VA Activities:In May, the DoubleTree Murfreesboro CARE team attended the nearby VA Hospital annual Field Day to cheer on disabled veterans. Team members also assisted with laying the lines for flags at the local Healing Fields Memorial Day display. In June, the CARE committee held a disabled veterans reception, where they served veterans and longtime clients a cheese and fruit platter and beverages. Also in June, the CARE committee provided a meal to the county homeless shelter and assisted with serving and cleaning.

Catering coordinator Christina Chick, left, and sales manager Holly Kirk were two of several DoubleTree by Hilton Murfreesboro team mem-bers who volunteered to assist with the TSSAA state sports championships.

State of Tennessee Spring Sports Championships or “Spring Fling”The TSSAA championships were hosted by the Rutherford County Chamber of Com-merce May 22-25. Several DoubleTree by Hilton Murfreesboro team members vol-unteered to assist with the statewide high school sports tournaments held annually in Murfreesboro.

Neebling is President’s Star PerformerNiccole Neebling was named Cooper Hotels’ top director of sales, catering and marketing. She was presented the com-pany’s 2017 President’s Star Performer Award, recognizing outstanding performance based on sales results and exceptional teamwork.PromotionsRose Joseph was promoted from assistant controller at Crowne Plaza Fort Myers to controller at Hilton Naples. Briana Dilworth was pro-moted from front desk supervisor to assistant front office manager. Kylie Waters was promoted to front desk supervisor. Brooks Marks was promoted to Shula’s assistant manager.

COOPER HOTELS

ORLANDO/ALTAMONTE SPRINGS, FL: Hilton

TonyRojas

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Delrae Mills Ray Paz Demi Simi

OAK RIDGE, TN: DoubleTree by HiltonEmployees of the Month■ January – Terry Jones, front desk, is great at assisting guests. She has been proactive in helping out with more job responsibilities.■ February – Chris Schofield, line cook, is very dedicated and dependable, even if a crisis might occur. ■ March – Josh Porter, maintenance. He is willing to take on any assigned tasks, and he completes them in a timely manner.■ April – Mikkel Jensen, banquets, is a hard worker, never late and very reliable.■ May – Tiffany Bradley, laundry, helps anywhere needed and is very dedicated.■ June – Heather Fritts, front desk, is good with communications between departments and is always there for guests.

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NAPLES, FL: HiltonTeam Members of the QuarterFirst Quarter: Donna Cox, sales and catering administrative assistantSecond Quarter: Jordan Strauss, Shula’s server

Shula’s team members at the “Love that Dress” PACE Center benefit party. Front row from left, Jes-se Benavidez, Carlos Serna, Lindsey Helter, Paige Sierra, Shannon Ring. Back row from left, Todd But-ler, Alex Nickel, Jeff Jerome.

General manager Clark Hill and the Hilton Naples housekeeping team with the AAA Four Diamond Award they received again this year.

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Rose Joseph

DoubleTree by Hilton Oak Ridge donated sheets, blankets, soap and shampoo to St. Mary’s Pantry, a charitable organization. Shown with two Saint Mary’s representatives are general manager Gretch-en Julius, from left, Helen McKay from housekeep-ing and guest service manager Robin Wilson.

During DoubleTree Conversion Immersion Week, the Oak Ridge sales team converted $55,089.33 in definite business. From left : Bre Robinson, Robin Castleberry, Julie Sullivan and Jane Stabler.

Employees of the Month(front of house / back of house)■ January – Tony Rojas, food & beverage■ February – Stephanie Fletcher, food & beverage / Sicxela Gonzalez, housekeeping■ March – Delrae Mills, front office / Ray Paz, housekeeping■ April – Demi Simi, food & beverage / Patrick Staffieri, housekeeping■ May – Kelvin Robinson, banquets / Michael Wallace, engineering

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Shula’s 2018 Awards and Accolades• Certificate of Excellence: TripAdvisor.com• Best of the Gulfshore - Steak House, Lunch and Private Dining: Gulfshore Life Magazine • Best Steak House: Florida Weekly• Best of Award of Excellence: Wine Spectator• Diner’s Choice – Steak House, Lunch and Special Occasion: OpenTable.com

PromotionTony Rojas was promoted from bartender to food & beverage manager.

Convention service manager Kevin Kapke wel-comes clients to the red carpet entrance of the hotel’s Hollywood themed Star Gala on March 14.

Clients enjoyed entertainment and exquisite food selections at the hotel’s Star Gala, a celebration of renovation completion.

THE CUSTOMERS ALWAYS WRITE – OR POST

DoubleTree by Hilton Memphis“Attitudes Over the Top”We hosted a series of lunches/dinners for our company’s clients this weekend. The staff was phenomenal, whether it was for our business or me personally. All smiles and a lot of ‘what can I do to make your stay better’.DaffodilDelight ~ Sevierville, TN

Hilton Garden Inn Detroit Metro Airport“Great stay!”Our stay here was short but very comfortable and enjoyable. The facilities were clean and nice. The staff were very helpful and friendly. Breakfast was tasty, and included a large variety. The airport shuttle was convenient and timely.TERESA L ~ WICHITA

Homewood Suites by Hilton Fort MyersBell Tower Shops“Very clean and value for your money”We stayed for 5 days in a suite. Kitchen was clean with needed utensils. Hotel arranged shuttle to doctors office as needed. Breakfast buffet and evening social had tasty and unlimited food and free drinks. We slept peacefully every night. For fun lovers there is a sparkling pool. I guess it satisfied everything we expect from a hotel.kiroon2018 ~ Miami, Florida

Best Western Plus Kingston“Nice”Very good hotel. The staff were very friendly. Hotel was clean and comfortable with plenty of amenities. I am very happy with the service I received and the quality of my room. I give it 4 stars.Z2179FMvanessad ~ Port Saint Lucie, FL

DoubleTree by Hilton Johnson City“Great Stay - Liked cleanliness most” I really enjoyed my stay here. The room and bathroom were spacious and very comfortable. The staff was very pleasant and they even gave me a cookie during check-in, which was great after a long drive. MatthewUptown ~ Nashville, TN

Hampton Inn & Suites Detroit/Airport-Romulus“Great spot!”Stayed here as a family of 5 and our room was wonderful! We had two queen beds and a pull out sofa. The room was pretty large and the beds were comfortable. We loved the updated facilities, very modern and clean. There was coffee and tea in the lobby all the time. Breakfast was free and had lots of choices. The pool was nice and there was a spa as well. There is a shuttle that goes to the airport every 15 minutes and there is a board in the lobby with flight info. Everyone we encountered was friendly. You can walk to several local restaurants. Would definitely stay here again!shelley s ~ Big Rapids, Michigan

DoubleTree by Hilton Murfreesboro“Wonderful visit”From the minute we stepped through the doors we were made to feel welcome. The room and meeting facilities were clean and well maintained. The serving line at our Friday night reception was well prepared and delicious, as was the banquet on Saturday night. The wait staff was efficient and friendly. The experience was a treat.Jerry P. ~ Jackson, TN

Hilton Knoxville AirportHilton Home Away from HomeWonderful staff and spotlessly clean. We’ll be back! It’s a short walk to the airport with very good food and beverages. Easy parking with access to Alcoa Highway and on into Knoxville or Maryville, with the mountains close-by.Wade S. Omaha

Crowne Plaza Hotel Fort Myers“You were there when we needed you!”Stressed, exhausted, and scared, we stopped at Crowne Plaza after my father had a health emergency during our vacation on Sanibel Island. No other hotel would provide transportation to and from Gulf Coast Medical Center, but Crowne Plaza said “NO PROBLEM”. Thank you to the drivers who took us to and from the hospital, and even made us laugh. Marissa, at the front desk, was professional, kind, and compassionate. She got us adjoining rooms at a great rate, faxed insurance documents, and even left notes for the next shift so we would be taken care of. Thank you, Crowne Plaza for being there for us.Kristen5733 ~ Pittsburgh, Pennsylvania

DoubleTree by Hilton Decatur Riverfront“It was a GREAT stay.” ~ Guest Letter 5/15/18The rooms were superb, clean, well furnished, well decorated, and comfortable. Everyone (desk clerks, housekeeping, maintenance workers, dining room hostess, and servers) was courteous, friendly, and helpful. They went out of their way to see if we needed anything. I do not generally provide compliments--it is just not in my nature. ( I normally just complain), but I did not want their treatment to go unnoticed.Grover Bennett ~ Cookeville, Tennessee

Embassy Suites Detroit Metro Airport“Five stars!”The rooms are large and comfortable. The breakfast buffet was good - made to order omelets and a nice buffet. Very nice “happy hour” with open bar and snacks. The restaurant and bar were both very good as well. The staff was cheerful and accommodating!!! The hotel itself is a nice size - just 3 floors. Timely, friendly airport shuttle was an added bonus.joycemiser

Homewood Suites by Hilton Fort MyersAirport/FGCU“Hilton Honors Members treated like celebrities!”The breakfast bar was the best I have seen anywhere with quite an array of fresh fruit and berries. The welcome bag for Hilton Honors Members was like a Hollywood Swag Bag and the staff goes out of their way to make you feel welcome. I would recommend this location to anyone. Thanks for the stay...I will be back.Shelley H

Hilton Garden Inn Fort MyersAirport/FGCU“Great value, Excellent location, Hilton quality”Excellent location across the street from shopping and surrounded by a wide selection of restaurants. Close to major arteries so easy to get around. Lobby smells great too, like a garden filled with honeysuckle :)fl-explorer-2 ~ West Palm Beach, Florida

DoubleTree by Hilton JacksonHome away from homeLove the heated pool and the fitness room. Wine was delicious from room service. The rooms were clean and of good quality with comfortable beds. Love Hilton! Thanks for an amazing hotel. pathowell41ph ~ Henderson, TN

DoubleTree by Hilton Oak Ridge“Great deal”Pet friendly hotel, nice comfy bed, clean room and cool upon arrival. Fast checkin and checkout. Beautiful pool and lobby. Convenient location, close to restaurants and restaurant on site. Quiet rooms.tomlinsonbonita ~ Palatka, Florida

Hilton Naples“Great!”Great experience on a recent business trip. The property is new and is very well maintained. The rooms are clean and the staff is very helpful. The AC works fantastic even on the hottest of Naples days. Will be back.Matthew L

Hilton Orlando/Altamonte Springs“The Best” - Orlando Guest Letter 5/11/18I had the pleasure of staying at your Altamonte Springs property and was delighted by the quality and pristine appearance of the hotel. I was also overwhelmed by the courteous and professional staff. From check-in with Tasia to the follow-up ‘is there anything else we can do” text from front desk staffer Keyna, to the friendly assistance of bellman Steve, I am truly amazed at your wonderful team of dedicated professionals. The attentive service of concierge-level attendant Demi was the crowning touch. She inquired if every guest was enjoying their visit, and swiftly cleaned up, constantly restocking.Ron Sachs ~ Tallahassee, FL