Author: Jason Smith

As part of the 2021 Adrian Awards program, HSMAI Hospitality Recovery Heroes is honoring hospitality professionals working toward recovery at the local and front-line levels, supporting hotels, destinations, safety measures, and charitable programs that have helped make a difference for their companies and in their communities. HSMAI has three final hospitality professionals to honor as part of the 2021 class of Hospitality Recovery Heroes.

HOSPITALITY RECOVERY HERO: Nareen Cano, Director of Finance and Accounting at Terranea Resort

CONTRIBUTION: Nareen Cano has and continues to play a pivotal role in leading the recovery efforts for Terranea Resort. She has performed an exemplary job in leading the finance and accounting teams. Cano is described by her team as one of the most collaborative people in the resort. In addition to her demanding role, she always carves out time to help other departments when they are short-staffed.

She is also described as the glue that holds the accounting function together, all while making sure that every aspect of finance and accounting processes and procedures are fulfilled.

RESULTS: Throughout the COVID-19 pandemic and transition to recovery, Cano has maintained a positive attitude while leading her team to ensure the path forward would lead to financial stability and success. She multitasked many roles and moved fluidly to cover all of the department’s responsibilities, all while working with a team that had been reduced to more than half of its pre-pandemic size.

She also endured the complicated task of forecasting and re-forecasting on a weekly basis to mitigate and account for the continuous changes of health and safety mandates. Cano also had to manage the complex billing of the over 500 groups that shifted dates and modified their programs.

NOMINATED BY: Agnelo Fernandes, chief strategy officer and executive vice president, Terranea Resort, “Nareen plays an integral part in the recovery and rebuilding of Terranea Resort. Her determination and drive to ensure we are delivering excellence to our associates, guests, and stakeholders is unwavering. She is the ultimate team player, who leads with compassion and a remarkable talent for whom we are all grateful.”

As part of the 2021 Adrian Awards program, HSMAI Hospitality Recovery Heroes is honoring hospitality professionals working toward recovery at the local and front-line levels, supporting hotels, destinations, safety measures, and charitable programs that have helped make a difference for their companies and in their communities. HSMAI has three final hospitality professionals to honor as part of the 2021 class of Hospitality Recovery Heroes.

HOSPITALITY RECOVERY HERO: Vijay Dandapani, President & CEO of the Hotel Association of New York City

CONTRIBUTION: Vijay Dandapani’s efforts to understand and the address the pandemic and subsequent rapidly mandated shutdowns were crucial to the 300 hotels looking for guidance in March of 2020.

He was instrumental in helping to facilitate the quick transfer of homeless shelter residents to hotels. The City of New York requested HANYC to administer a FEMA contract on an emergency basis for moving homeless individuals from shelters to hotels. At his direction, after completing the considerable legal hurdles as well as setting up a system to receive and administer the funds to reimburse hotels in a record two weeks, HANYC onboarded 63 hotels.

RESULTS: Dandapani worked with the city to help less fortunate residents, who felt the effects of the pandemic most. HANYC’s Foundation donated much-needed PPE to three hospitals.

Dandapani has attended countless meetings as a member of both the Mayor’s COVID Advisory Board and NYC & Company’s New York Forward Advisory Board. He has left no stone unturned in his efforts to highlight the plight of the hotel industry and the need for remedial measures, resulting in over a hundred articles and several hours of TV exposure.

NOMINATED BY:  Consuela Hooblal, “During the height of the pandemic, when all of NYC was dealing with a strict lock-down, Vijay made the time to be the sole presenter on the HSMAI Greater New York Chapter’s weekly ZOOM program. It was then that I realized, in addition to his skill and expertise, he has a great love of this city and puts so much effort into helping it remain vital and flourish.”

As part of the 2021 Adrian Awards program, HSMAI Hospitality Recovery Heroes is honoring hospitality professionals working toward recovery at the local and front-line levels, supporting hotels, destinations, safety measures, and charitable programs that have helped make a difference for their companies and in their communities. Nominations are open.

HOSPITALITY RECOVERY HERO: Will Traywick, Vice President of Marketing, Prism Hotels and Resorts

CONTRIBUTION: Will Traywick has displayed tremendous leadership throughout his career, but over the course of the last 18 months, he has taken it to the next level. When the pandemic hit and other companies were quickly cutting their marketing budgets, he and his team took the opposite approach. Traywick realized that his team was essential to drive what little business was traveling to Prism’s hotels and they went into overdrive investing in marketing efforts, even hiring excellent digital marketing managers and other pros who were let go from their previous employers.
He identified an opportunity to push Prism’s hotels forward by taking advantage of low cost-per-click on media spend in digital marketing efforts, putting Prism properties in front of the right audiences, resulting in impressive Return on Ad Spend.

As the Prism marketing program continued to excel across the portfolio and leisure travel began to pick up, Traywick systematically supported individual properties to optimize their web presence. Leisure-focused photography became the focus for many properties, aimed at capturing the attention of the leisure traveler and speaking to their priorities during uncertain times.

Social media became the primary communication mechanism to reach leisure travelers who were dreaming of a getaway and Traywick’s team fed them content and strategically boosted it to the right audience to drive awareness and conversion.

RESULTS: The results spoke for themselves when Traywick and his team achieved outstanding market penetration numbers. Prism beat out competitors month after month, with the lion’s share of results coming on weekends, directly attributable to the efforts of Traywick and his talented team.

Less tangibly, but just as important, Traywick’s attitude throughout the pandemic remained positive, confident, and determined. He lifted the team morale around him through his brutal honesty, well-timed humor, and genuine concern for his team and for his hotels.

NOMINATED BY: Allison Handy, SVP Sales, Marketing & Revenue Optimization, Prism Hotels and Resorts
“Will’s commitment to delivering positive results is displayed in everything he does. From taking on more responsibility, at times with less resources, to giving hotels personal attention to deploy strategic marketing efforts that increase market share, Will’s approach to his work inspires us all.”

The HSMAI Adrian Awards recognize travel marketing excellence. This year’s competition will focus on capturing the great work done by hotels, destinations, and their agency partners to get the country moving again, showcase safety and security, and welcome those traveling for the first time in more than a year. The 2021 Adrian Awards competition is now open. Learn more.

As part of the 2021 Adrian Awards program, HSMAI Hospitality Recovery Heroes is honoring hospitality professionals working toward recovery at the local and front-line levels, supporting hotels, destinations, safety measures, and charitable programs that have helped make a difference for their companies and in their communities. Nominations are open.

HOSPITALITY RECOVERY HERO: Kathleen Cole, Director of Safety and Security, Wailea Beach Resort

CONTRIBUTION: Cole has been a tremendous champion for safety and compliance with the ever-evolving standards that impact the industry, associates, and guests. Throughout the resort’s closure, she stayed on as a critical member of the care team, giving Malama to the property and to associates who were at home waiting for the island to reopen.Cole has a vigilance toward guest and associate safety that is to be admired.

RESULTS: Cole sourced high tech temperature scanning equipment to ease the stress of associates returning to work, and she evaluated and improved countless processes during and after the reopening. She was a coordinator for food drives and developed and implemented the Commitment to Clean plan for Wailea Beach Resort.  She has also personally trained every single associate on health and safety protocol, has remained engaged with the Maui Health Safe Reopening Task Force, and has been instrumental in executing vaccine clinics to support team members.

NOMINATED BY: Stacy Morataya-Pilkington, Resident Manager, Wailea Beach Resort
“When I hear the word “HERO”, I think of Cole immediately. She is humble, caring, dedicated and brilliant, and stays out of the spotlight. She has overseen pool rescues, ocean rescues, emergency medical situations, and manages to keep her gentle smile and steady demeanor regardless of the circumstances. Kathy recently became certified as an Certified Safety Professional and is so very deserving of this accolade.”

The HSMAI Adrian Awards recognize travel marketing excellence. This year’s competition will focus on capturing the great work done by hotels, destinations, and their agency partners to get the country moving again, showcase safety and security, and welcome those traveling for the first time in more than a year. The 2021 Adrian Awards competition is now open. Learn more.

As part of the 2021 Adrian Awards program, HSMAI Hospitality Recovery Heroes is honoring hospitality professionals working toward recovery at the local and front-line levels, supporting hotels, destinations, safety measures, and charitable programs that have helped make a difference for their companies and in their communities. Nominations are open.

HOSPITALITY RECOVERY HERO: Angela Smith, Assistant General Manager, Sonesta ES Suites, Raleigh-Durham Airport

CONTRIBUTION:  During the global pandemic, Angela Smith worked hard to make the transition of the hotel from a Marriott to a Sonesta run as smoothly as possible, taking on a tremendous amount of heavy lifting in all areas of the hotel operation to make the transition a success. Her care for her guests and ability to remember any detail about a guest, even if they have only met once, helps give the hotel consistently high rankings in guest satisfaction.

RESULTS: Due to Smith’s outstanding customer service, the hotel is currently at a 91 percent guest satisfaction rating, putting it in the top 10 for all Sonesta ES Suites. The hotel is also ranked number two in cleanliness ratings for all ES Suites. Smith consistently gets high rankings in guest satisfaction surveys, due to her genuine interest in all customers. She is mentioned on average at least once a week by name in satisfactions surveys.

NOMINATED BY: Joshua Grapentin, Dual Director of Sales, Sonesta Hotels
“Angela is the epitome of hospitality! She is continually going above and beyond to take great care of guests and associates. She works tirelessly to provide outstanding service day in and day out and sets a high standard for herself and for her team.”

The HSMAI Adrian Awards recognize travel marketing excellence. This year’s competition will focus on capturing the great work done by hotels, destinations, and their agency partners to get the country moving again, showcase safety and security, and welcome those traveling for the first time in more than a year. The 2021 Adrian Awards competition is now open. Learn more.

As part of the 2021 Adrian Awards program, HSMAI Hospitality Recovery Heroes is honoring hospitality professionals working toward recovery at the local and front-line levels, supporting hotels, destinations, safety measures, and charitable programs that have helped make a difference for their companies and in their communities. Nominations are open.

HOSPITALITY RECOVERY HERO: Joe Kollar, General Manager, Mayo Civic Center

CONTRIBUTION:  In January of 2020, Joe Kollar was promoted to director of operations with an infant child at home. Despite the uncertainties, he decided to stick with the industry he loved. Two months later the COVID-19 pandemic struck.  After the initial shock and yet more changes, he was promoted to general manager of the Mayo Civic Center in July of 2020.
Within weeks, Kollar helped further the legacy of a convention center that was originally donated by the Mayo family for the sole purpose of benefitting the community. His first fete was to work with the local leaders to utilize the space as a homeless shelter, giving the city’s most vulnerable population a place to socially distance and have a warm meal in a safe environment.
In the fall of 2020, Kollar jumped on the next opportunity to help the city’s youth have a place to learn safely while their parents returned to work. Rochester is a medical community and without having a place to safely send their children, many healthcare workers may not have been able to help answer the call.
After successfully partnering with the Boys and Girls Club, in February of 2021, Kollar turned his attention to vaccination. Due to his leadership, the convention center was able to become a mass vaccination site and administered thousands of doses.

RESULTS: Throughout 2020 and 2021, Kollar’s leadership helped turn the convention center into a shared community asset. Kollar’s selfless acts, countless hours, and personal sacrifices should have been enough, but he wasn’t finished there. His efforts helped make possible: a shelter for the needy, a safe haven for children to learn, 15,000 vaccinations, 14,000 hot meals served, and businesses recovery. He took it upon himself to help the downtown community bounce back and safely welcome back conventions and live entertainment to the facility.

“Joe Kollar’s unwavering commitment to the Mayo Civic Center and the Rochester community cannot be understated. I’m extremely proud of how he and our entire team rose to the many challenges faced during the pandemic and as we look toward the future,” said Joe Ward, president of Experience Rochester and Mayo Civic Center.

NOMINATED BY: Nick Landry, Vice President of Sales, Mayo Civic Center
“Joe’s selfless actions deserve to be recognized. It seemed as if every time you turned around, he was involved in a new initiative to benefit the community. He’s an inspiration and makes those around him not only better professionals, but better people.
Years from now, when his son hears stories about being born in the pandemic, I want him to look at this recognition and know exactly how his father made a difference.”

The HSMAI Adrian Awards recognize travel marketing excellence. This year’s competition will focus on capturing the great work done by hotels, destinations, and their agency partners to get the country moving again, showcase safety and security, and welcome those traveling for the first time in more than a year. The 2021 Adrian Awards competition is now open. Learn more.

As part of the 2021 Adrian Awards program, HSMAI Hospitality Recovery Heroes is honoring hospitality professionals working toward recovery at the local and front-line levels, supporting hotels, destinations, safety measures, and charitable programs that have helped make a difference for their companies and in their communities. Nominations are open.

HOSPITALITY RECOVERY HERO: Robert Boyd, Director of Culture and Engagement at Terranea Resort

CONTRIBUTION:  As a frontline essential worker at the resort throughout the pandemic, Boyd demonstrated great courage, grit, and resilience, ensuring that his fellow associates and leadership community could remain focused on their recovery objectives. He spent countless hours tracking and complying with ever-evolving government mandates and public health guidance, innovating and developing new standards of guest and employee care. He paid careful attention to alignment with the new standards and played a critical role in constantly communicating with the employees and guests to understand and ease concerns during an unprecedented time. He was always reassuring, empathetic, and worked tirelessly to create a positive workplace culture and environment.

RESULTS: Through consistent and constant communication, Boyd alleviated as much uncertainty as possible regarding return-to-work policies, anticipated timelines, and business levels. He helped employees understand the new policies and procedures to feel confident when they returned to work.
Boyd adapted and changed as a leader to ensure that he was able to advocate for and pay special attention to the mental health of his employees and fellow associates. He created a new structure within his department to cross-train each team member so that they were able to move across different roles. This investment not only provided value to the associates by expanding their areas of expertise, but also made them feel more comfortable coming to work. This intimate approach to leadership created a more personal connection, a more empathetic environment, and resulted in a more confident and comfortable high-performing team.

NOMINATED BY: Agnelo Fernandes, Chief Strategy Officer & Executive Vice President for Terranea Resort – “Robert is a hero in every sense of the word and continues to be an integral part of the resort’s recovery and rebuilding. His professionalism, positivity, and empathetic grace in leading the Terranea team and taking care of our valued guests during an ongoing period of uncertainty was instrumental in the continued growth and success of the company.”

The HSMAI Adrian Awards recognize travel marketing excellence. This year’s competition will focus on capturing the great work done by hotels, destinations, and their agency partners to get the country moving again, showcase safety and security, and welcome those traveling for the first time in more than a year. The 2021 Adrian Awards competition is now open. Learn more.

As part of the 2021 Adrian Awards program, HSMAI Hospitality Recovery Heroes is honoring hospitality professionals working toward recovery at the local and front-line levels, supporting hotels, destinations, safety measures, and charitable programs that have helped make a difference for their companies and in their communities. Nominations are open.

HOSPITALITY RECOVERY HERO: Andrew Rigie, executive director, New York City Hospitality Alliance

CONTRIBUTION: Rigie has always fought for the hospitality sector of NYC’s economy and the 4,000 members of the Alliance, but at no time more so than during the pandemic. He brought creative and substantive solutions to the table for all five boroughs, whether through policy or legislative changes, or his always thoughtful and professional advocacy, resulting in necessary opportunities for the food and beverage industry during the devastating time.

RESULTS: Rigie’s efforts saved saved countless jobs and small businesses and showed the rest of the country how resilient New York City is during a crisis. From outdoor dining to financial support, his focus and hard work made otherwise impossible things a reality.

NOMINATED BY: Alfred C. Cerullo III — “Andrew Rigie is a vocal public professional and respected advocate and works tirelessly for both his members and the entire food & beverage sector. His passion and creatively moves positive ideas forward.”

The HSMAI Adrian Awards recognize travel marketing excellence. This year’s competition will focus on capturing the great work done by hotels, destinations, and their agency partners to get the country moving again, showcase safety and security, and welcome those traveling for the first time in more than a year. The 2021 Adrian Awards competition is now open. Learn more.