CH&LA’s national affiliate, the American Hotel & Lodging Association created the Stars of the Industry awards program more than 40 years ago to recognize outstanding accomplishments in the lodging industry. Today, the concept remains the same — to honor lodging employees and properties that best symbolize the quality service of the industry.

CH&LA's Stars of the Industry Awards are presented by USA TODAY. This year, there were six CH&LA Employee Awards and three CH&LA Lodging Property Achievement Awards that were presented in conjunction with the California Lodging Industry Legislative Awareness Summit on February 28th, in Sacramento at the Sheraton Grand Hotel.

The Outstanding Lodging Employee of the Year award recognizes an employee of a CH&LA member lodging property who goes above and beyond normal job responsibilities. Nominees are judged on outstanding and unusual service to the property, to the guests, and to the community. This year's winners were:

Anita Reyes, Executive Housekeeper
Best Western Sutter House - Sacramento

Anita has been Executive Housekeeper at the Best Western Sutter House in Sacramento for over 20 years. She is the heart and spirit of the Sutter House team. Anita understands the total guest experience and understands that this extends far beyond her own interaction with guests and to the entire staff and the physical property. The pleasant, caring work environment she creates influences every member of the staff.

Bogart Sanchez, Food Server
Historic Mission Inn - Riverside

Bogart is a server at Mission Inn’s flagship restaurant – Duane’s Prime Steaks & Seafood, which is the Inland Empire’s only AAA four star diamond restaurant. Bogart’s true professionalism has earned him the honor of a Star of the Industry this year. His passion and enthusiasm for the ‘art of service’ shine through from the numerous customer compliments – including letters received this year from a judge, a doctor, and a brigadier general extolling the virtues of his service.

Guillermo Martinez, Concierge Lounge Server
Holiday Inn Torrance

Guillermo Martinez, who is a Concierge Lounge Server at the Holiday Inn Torrance is described by the General Manager as “their Ambassador of Goodwill”. He has earned this recognition through the challenge of working split shifts five days a week for the past five years – not an easy feat. Guillermo has earned a Star of the Industry award for his unwavering and genuine concern for the guests of the Holiday Inn Torrance and having a incredible sense of ownership of the concierge lounge.

Susie Becken, Executive Assistant
Hilton Burbank Airport & Convention Center

Susie Becken, who has actually been running the Hilton Burbank Airport & Convention Center for the past 16 years as Executive Assistant to the General Manager also received a Star of the Industry award. Susie’s honor this year is for being a great person as much as being a great employee. Susie graduated this year from Leadership Burbank, which is a community development program for the purpose of continual improvement of the community. As a member of Leadership Burbank, Susie helped establish a garden and maintenance program as part of the Magnolia Park School Garden Project and even went beyond that project to update the school’s group therapy room through donated hotel furniture from a property renovation.

This year, Susie also pursued a Human Resources certification by taking four classes at Cal State Northridge, was commended for her attentiveness to a hotel security issue, as well as coordinated several team members to join her in serving Thanksgiving dinner at the Burbank Salvation Army and finally, Susie coordinated the hotel’s holiday decorations.

The Outstanding Manager of the Year award recognizes exceptional performance by a supervisory employee to their subordinates, to guests, and to the community. This year's winner is:

David Hernandez, Operations Manager
Embassy Suites Hotel, Buena Park

David Hernandez, who is the Operations Manager at the Embassy Suites Hotel in Buena Park is our Outstanding Manager of the Year. As a valued Hilton employee since 1991 and in his current position since 2002, David always rises to the occasion. He has been instrumental in the overall guidance and success of the capital projects of the hotel and always seems to put the suites back in order in a timely manner. Even though David wears a tie, it doesn’t stop him from rolling up his sleeves and getting right in there to work with his team. The Director of Human Resources calls David “Superman” – that says it all.

The Outstanding General Manager of the Year award honors a hotelier who has demonstrated superior professionalism in operating a CH&LA member property and taken a leadership role in the industry by actively participating in association, community, or industry programs.

Kim Akers, General Manager
Glorietta Bay Inn - Coronado

Kimberly Akers, General Manager of the Glorietta Bay Inn in Coronado is our Outstanding General Manager of the Year. Kim’s dedication to the inn is without question – this year she added a children’s summer program, over saw the remodeling of all the suites, did some redecorating, and added the amenities of breakfast delivered in picnic baskets and milk and cookies at bedtime for every guest. Her challenge to employees to be memorable enough to guests to have their names mentioned on comment cards has been very successful. With a 70% return rate for all guests, her programs are clearly working.

She also provides educational scholarships to employees, and recognizes outstanding performance with a bonus and incentive program for attendance, good ideas, and special effort, and is an active participant in the local community.

I’ll read just a couple of the staff comments:

• Not only is she a great GM, but she’s one of the nicest people I know.
• Kim has been there so much for me professionally and personally, I’ve lost track.
• She is sweet, thoughtful, and a generous person.
• Kim always cares about you.
• She is an especially good listener.
• …and from the corporate VP – Kim always makes her numbers.

CH&LA Lodging Property Achievement Awards

A Community Service Award is given for a program that demonstrates to residents that the individual property is responsive to the local community. Examples include campaigns to benefit local or national service organizations or charities, service to any part of the community through a special project, and joint undertakings with community groups for the benefit of the area.

Glorietta Bay Inn

The Community Service Award is simply about being a true community partner. The Glorietta Bay Inn’s philosophy is to look for opportunities to make a difference. This year, the inn hosted a local economic development council to help them increase membership as well as the local fire department and area hoteliers to work on disaster preparedness. The inn has even advocated the expansion of a neighboring hotel before city council.

The inn also sponsors seven local organizations and events, including a little league team and has donated gift certificates to every local organization that asked this year. Staff also gets involved with participation at in the Rotary’s annual fundraising event and with career day at the local high school.

It seems there isn’t anything they don’t do.

Hilton Long Beach & Executive Meeting Center

Another Community Service Award is for the Hilton Long Beach & Executive Meeting Center. This property spearheaded a donation program through the Long Beach Multi-Services Center that coordinates shampoo, conditioner, soap and lotion pick-up and delivery from area properties to the benefit of homelessness in the area. In addition, the general manager of the property is a member of the Homeless Services Advisory Committee that provides towels, sheets, bedspreads, alarm clocks and other items. These efforts are coordinated both through the city government and the area Convention & Visitors Bureau.

 

To nominate an employee and/or property for a Stars of the Industry Award:

CH&LA member properties are eligible to nominate one employee from their staff for Outstanding Lodging Employee, Manager of the Year, and General Manager of the Year. In addition, properties may enter their best public relations programs in five categories of CH&LA's Achievement Awards — enviro-management, guest services, community service, special events, and hotels of promise. You may submit one entry per category. All entrants must be from CH&LA/AH&LA member properties in good standing.