Currently the Director of Operations at the Ramada Edmonton Hotel & Conference, Lisa has held various positions at multiple properties within the SilverBirch Family since 2008. Lisa started her hospitality career in Food & Beverage as both a server and cook, and has had the opportunity to wear the hat of Catering Manager and Food Services Manager. More recently, Lisa has spent the past several years within the Rooms Division, as an Executive Housekeeper, Independent contractor and Room Division Manager. She is passionate about the opportunity we have in this industry to create memorable connections for people and for the lasting experiences that they can take with them, both as a guest and an associate. Lisa says that she can’t imagine another industry with as many rewards! Lisa was named the SilverBirch Hotels & Resorts Leader of the Year 2012 at our recent Leadership Meeting in April of this year!
We give our guests a superior experience by
delivering service that goes beyond what they expect.
SBHR: Lisa, what does Quality mean to you?
LD: Quality means providing people with a superior experience. I want our guests to remember their SilverBirch experience and how we made them feel. Those experiences are what they share with friends and family and enhance our reputation for quality in the marketplace.
SBHR: Why is the Quality value so important to you?
LD: I think it is fun to “WOW” our guests. People expect a hotel room; they don’t expect towel animals or champagne & strawberries. As consumers we do not expect strangers to care – and I think it is fun to spend your day making memories that last!
SBHR: How does the Quality value guide you in your day to day life?
LD: I strive to set a good example for my team and demonstrate the importance of quality over quantity. I put myself in the guest’s shoes and ask myself “how would I feel if I were the guest”.
SBHR: Why do you think the Quality value is important to an organization?
LD: Providing our guests with a quality experience builds lasting and loyal relationships. This helps us to continue to grow our business.
SBHR: Can you share an example of when you witnessed an associate exemplify Quality?
LD: We recently had a shift engineer, Paul Gundran, who had gone home for the evening but received a last resort call from the hotel several hours after his shift ended. At 3:00am Paul chose to return to the hotel and help our Security and Night Auditors access a guest room. We had been unable to successfully access the room as the guest lock was not working; however the guest required medication that was in the room. Paul drove the 45 minutes back to the hotel and assessed the situation. He was able to climb onto the balcony and gain access through the balcony doors – in a safe manner! He exceeded everyone’s expectations and we were all very grateful for his efforts!
SBHR: What was your first job?
LD: I was a Hostess Munchie Mascot and for an entire summer I drove around to community events and handed out Hostess products. I even had to opportunity to dance with Tony the Tiger!