During the American Hotel & Lodging Association (AH&LA) Stars of the Industry Awards luncheon, nine employees were recognized for exceptional service and accomplishments. Sponsored by Diner's Club, the awards were presented during the Las Vegas International Hotel & Restaurant Show, June 18-29, at the Las Vegas Convention Center.

Outstanding Lodging Employee of the Year awards were given to Nancy O'Brien, The Red Lion Inn, Stockbridge, Mass.; Keith DeBiase, Nemacolin Woodlands Resort & Spa, Farmington, Penn.; and Jose Racasa, Radisson Hotel Waikiki Prince Kuhio, Honolulu, Hawaii. The winners were given $500 and a crystal award.

O'Brien, winner in the small property size category, has performed various duties in addition to her responsibility as room attendant. Known by her trademark sense of humor, she refers to herself as "The Blind Maid" — referencing her legally blind eyesight. Despite this imperfection, O'Brien has a perfect record for room cleaning and training new attendants while remaining popular with guests and staff.

Among the many guests who will not forget Doorman and Valet Captain DeBiase, winner in the medium size property category is a family of seven. When their car had to be towed, he drove them home — a 16-hour trip to New York. Following the eventful journey, he returned to the resort in time to help with the next day's events. DeBiase's service-oriented nature includes an uncanny ability to remember names and preferences even after several years. His favorite quote comes from First Lady Eleanor Roosevelt: "People will forget what you say, people will forget what you do, people will never forget how you make them feel."

Waiter Racasa won in the large property size category. When guests near the end of a vacation, they often mention to him the activities they were not able to participate in during their stay. Fortunately, those travelers have Racasa who is best known for his immediate attention to detail and offers them personal tours after-work. In another act of unselfishness, he underwent kidney surgery to save the life of a long-time customer.

Outstanding Manager of the Year award winners are Doreen Duba, The Willows Condominiums, Vail, Colo.; Jeffrey Runsten, Doubletree Hotel, Modesto, Calif.; and Mousa Tayyeb, Fess Parker's Doubletree Resort, Santa Barbara, Calif.

Duba, winner in the small property size category, has worked, oftentimes simultaneously, as executive housekeeper, maintenance coordinator, and resident manager during her 10 years of service. Known for taking a proactive approach, she tackles problems and exceedingly performs her duties keeping the well-being of her guests and co-workers in mind. For example, Duba absorbed greater responsibilities and provided emotional support when the property's general manager died of breast cancer.

In company ratings, the Doubletree Hotel Modesto was promoted through eight safety benchmark positions in the span of a year, due to the efforts of Runsten, winner in the medium property size category. He developed and facilitated new training in emergency procedures, implemented a new security program, and even interrupted an intruder committing a felony, resulting in successful prosecution of the individual.

When the president of Volvo hosted 600 journalists at the Fess Parker's Doubletree Resort, he was so impressed with Director of Guest Services Tayyeb, winner in the large property size category, that he flew him to Sweden to speak to Volvo executives about the nature of excellent service. A thirty plus year veteran of the hotel chain, his career began in the storeroom of a five-star hotel in Amman, Jordan.

Outstanding General Manager of the Year award winners are Ghanshyam Bhatt, Super

8 Motel, Milford, Conn.; James LoBosco, Embassy Suites Hotel at Chevy Chase Plaza, Washington, D.C.; and Timothy Bridwell, Fess Parker's Doubletree Resort, Santa Barbara, Calif.

Bhatt won in the small property size category. His progressive management style has earned respect and high performance from employees. Acting on the belief that the best route to personal success involves focusing on the goals of other people, he invests time and attention to help his staff advance their career objectives. His service orientation sets the tone for the entire staff and consistently wins return visits from guests.

This past January, when most were predicting a difficult year for Embassy Suites Hotel at Chevy Chase Plaza, LoBosco, winner in the medium property size category, established "Project 40," a plan to ensure all full-time associates would be able to work full 40-hour weeks with no layoffs. After beating January 2001 (inauguration year) occupancy levels, he set a new goal and led the hotel to become the first in the area to hire new associates. LoBosco models his belief that peak performance is achieved by maintaining a balanced work and personal life where family comes first. He is known for actively sending employees home at the end of the day and ensuring that work schedules are fair and balanced.

Another award for Fess Parker's Doubletree Resort, Santa Barbara, Calif., was attained by Bridwell, winner in the large property size category. His leadership produced increased guest loyalty scores, low employee attrition rates, and high profitability at the hotel. To illustrate a theme at a service rally, Bridwell dressed up as a hippie who hitch- hiked to Santa Barbara. His record of service extends beyond work to include roles in various community organizations.

Many of AH&LA's member state associations choose their own property award winners, that are then submitted to the association for national judging. Making the decisions in this year's competition were Jeff Higley, editor-in-chief, Hotel & Motel Management; Edward Watkins, editor, Lodging Hospitality; and Stefani O'Connor, senior news editor, Hotel Business.

AH&LA is a 93-year-old federation of state lodging associations throughout the United States with some 11,000 property members nationwide, representing more than 1.5 million guest rooms. AH&LA provides its members with assistance in operations, education, and communications, and lobbies on Capitol Hill to provide a business climate in which the industry can continue to prosper. Individual state associations provide representation at the state level and offer many additional cost-saving benefits.

Tia T. Gordon
Manager Of Media Relations
(202) 289-3153
AH&LA