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Annual Conference Highlights           return to top

Doug Whittle – 3 Steps to 5-Star Service Delivery

Article Submitted By: Leesa Williams, ACCOR Reservation Services

Are you yellow, red, blue or green?  Understanding Yourself, Understanding Others, Adapting and Connecting are the 3 steps outlined to help us deliver 5-Star Service.

Doug Whittle took us through the exercise of selecting the color we thought we were and then determining if our color was what we represented through the prior on-line survey.  The profile provided gave tremendous insight into our working style.  Doug recommended that we share the profile with our staff to help our team better understand our working style and enhance the quality and impact of our working relationships. 

General stress contributors were provided by color. For the Red it is indecisiveness or time wasted. Yellow is rejection, restricted flexibility, no fun. Green is a value violation or interruption and Blue is a lack of structure, poor quality or to trivialize. 

This session was informative, active and lasting.  For the remainder of the conference we were more in tune with each other and our colors. 

Willie Jolley – How to Thrive in Changing and Challenging Times

Article Submitted By: Leesa Williams, ACCOR Reservation Services

Willie Jolley introduced us to the steps he lived through that enabled him to thrive in changing and challenging times.  He identified 4 basic principles:

      1.       Have a Vision – Put it in writing
2.       Decision – Make the decision to stay away from negative people
3.       Action - take action
4.       Desire. 

Understanding that you cannot control others, you can control yourself and you can accept responsibility for your actions, reactions, decisions and emotions.  Willie summarized his message with a poignant song, “Dream the Impossible Dream.” 

David Goldsmith – What It’s Going to Take to be Ready for Tomorrow!

Article Submitted By: Ronda Trog, Best Western International

David Goldsmith provided some thoughtful insight into challenges and our roles as managers.  His model on how to identify what the real challenge is was very helpful. 

He encouraged us to use this model in our operations to keep our teams on track working on the things that make a difference.  David also reviewed with us efficiency for working on projects and how to “sell” our projects up the line for approval.   The key take away items gained from this workshop were:

• Work a maximum of 2 projects at a time to really get things done
• Sell projects to executive management by identifying time lines and resources necessary, ROI and cost to implement
• The key to correctly solving problems is starting with a good challenge statement – you can answer a question, but if you start with the wrong question you may end up with the wrong answer…
• As managers we need to focus on the future, not the past

IARE Presents Excellence Awards for 2004                            return to top

The Manager Excellence Award is presented to those who manage a department or a function at a strategic level. The 2004 Winner is:
Shirley Bentley, Director, Sales and Training for Wyndham International, Irving, TX
Nominated by: David Mussa

The Supervisor Excellence Award is presented to those who have direct responsibility for a team of employees. The 2004 Winner is:
Beverly Al-Masri, Training Specialist, Marriott Reservation Center, Omaha, NE
Nominated by: Lynne Smidt

The Staff Member Excellence Award is presented to those in an administrative or support function. The 2004 Winner is:
Lonnie Epp, Travel Agency Service Representative, Marriott Reservation Center, Omaha, NE
Nominated by: Peggy Heafey

The Representative Excellence Award is presented to those who deal directly with the customer in a sales or service capacity. The 2004 Winner is:
Alma Traub, Reservation Sales Associate, Vanguard Car Rental, Goose Creek, SC
Nominated by: Michael Ralston

The IARE Spirit Award is presented to an individual who demonstrates spirit and dedication to the vision of the IARE. The 2004 Winner is:
Penny Horan, Manager of Reservation Services, Carlson Hospitality Worldwide, Omaha, NE
Nominated by: Yolanda Lowe

Congratulations to all of the IARE Excellence Award Nominees:

Manager Excellence Award Nominees:
Rombout VanKuijk, Director of Europe and Nordic Operations, Hilton Reservations Worldwide
Jane Kindred, Virtual-Agent Services, Director of Client Services
Betty Rickman, Electronic Distribution Assistant Manager, InnLink
Raela Baerde, Manager of Reservation Services, Carlson Hospitality

Supervisor Excellence Award Nominees:
Lynda Crouch, Supervisor of Resource Planning, Carlson Hospitality
Melinda Troutt, Call Operations Supervisor, InnLink
Carole Breau, Team Leader, Virtual-Agent Services
Tony Ho, Supervisor-Control Room, Best Western International

Staff Member Excellence Award Nominees:
Mary Marneris, Support Desk Agent, Best Western International
Brianna Hesser, Senior Forecasting/Scheduling Coordinator, Omni Hotels

IARE Committees                       return to top

Awards 
Chairs: Penny Horan phoran@carlson.com
            Yolanda Lowe yolanda.lowe@innlink.com
Members: Mona Adams
        Gwen Faulkner
        Gini Hogeson
        Stefanie Schaberg
        Mitzi White

Communications & Technology     
Chair: Ronda Trog ronda.trog@bestwestern.com

Conference
Chair: Denise Pullen dpullen@omaropo.hyatt.com
Members: CJ Mead
        Scott Wright
        Shirley Bentley
        Leesa Williams
        Julie Moffat
        Jackie Burke
        Linda Stolling 
Meetings held every 2nd Thursday of the month at 3:30 pm ET
 
Membership      
Chair: Tricia Wisehart pwisehart@hertz.com
Members: Yolanda Lowe
      Karen Barker
      John Ingenito
      Peggy Yoder
      Gwen Faulkner
      Jackie Burke
      Linda Stolling
Meetings held every 2nd Tuesday of the month at 3:30 pm ET

Regional/International Meetings 
Chairs: Michele Rowan mrowan@hiltonres.com
          David Townsend dtownsend@carlson.com

IARE Board of Directors 2004-2005    return to top

Members Only    return to top

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About IARE-News

The IARE E-News is a quarterly publication distributed electronically to provide ongoing communication and information for IARE Members.  The IARE’s Communications & Technology Committee produces IARE E-News.