Author Archives: Quinn Pochekailo

The Lodge at Breckenridge Earns Eleven Breckenridge Tourism Office Champion Nominations

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Our team at The Lodge at Breckenridge in Colorado had an outstanding showing in the 4th Quarter 2025 Guest Services Champions nominations from the Breckenridge Tourism Office. Eleven of our team members earned nominations for the quarter, a strong showing that reflects the work the crew does every day on property.

Congratulations to Rhonda Wilson, Whitney Rasmussen, Amy Fletcher, Andrea Castro, Danielle Filippelli, Delaney Batton, Mira Bell, Eric Rasmussen, Toby Sharp, Blake O’Donnell, and Chris Gallen.

We also want to recognize four seasonal team members who earned nominations during their time with us: Korey, Meg, Barbar, and Yoheli. Their contributions to the Breckenridge operation were felt by the entire team and our guests alike.

As Rhonda Wilson put it when sharing the news with the property: “Fingers crossed we will win something for all our great nominations over the course of 2025.” We are proud of every one of you. Thank you for the outstanding work!

About the BTO Guest Services Champions Program

The Breckenridge Tourism Office, known around town as the BTO, runs its Guest Services Champions program through the One Breckenridge community partnership. Each season, the One Breckenridge Committee recognizes individuals and businesses across the town who provide exceptional guest service, with Champions celebrated at a BTO breakfast ceremony and a prize package to match. At the BTO Annual Meeting, the committee names an Annual Service Champion Business of the Year and an Annual Service Champion Employee from among the season’s honorees.

Setting the Standard: Excellence in Marina Management

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At Guest Services, we believe that providing legendary hospitality in our nation’s most iconic waterways requires more than just operational oversight, it requires a deeply-rooted respect for the environment and a commitment to professional excellence. This February, several of our leaders at Lake Mead Mohave Adventures reached a new benchmark in their careers by receiving certifications through the Association of Marina Industries (AMI).

Marina Leadership

Marinas managed by Certified Marina Managers (CMMs) are recognized as the most professional in the business. Senior Director of Operations Lisa Duncan and General Manager of Columbia Island Marina Matt McDaniel both recently earned their CMM, joining an elite group that represents the pinnacle of the recreational boating industry. CMMs are marina professionals who have completed an extensive global training process, embracing a “stewardship-first” mindset that ensures our docks remain safe and sustainable for the communities that support them.

Lisa and Matt join our existing roster of CMM leaders, including Gabi Muskett (District Manager, awarded January 2025), Herb Riggle (Cottonwood Cove Resort & Marina), Kim Roundtree (Callville Bay Marina), and the recently retired Rod Taylor, further solidifying our commitment to high-level expertise across the region.

Empowering Daily Operations

While the CMM represents full-charge facility management, the Certified Marina Operator (CMO) certification is specifically designed for those who master the complexities of daily marina operations. This February, five of our leaders earned their CMO designation:

    • Mike Pergola, Willow Beach Marina & Campground
    • Nathan Newingham, Temple Bar Marina
    • Lorrie Riggle, Cottonwood Cove Resort & Marina
    • James Riggle, Callville Bay Marina

These certifications are about more than just titles; they represent a “Michelin-level” dedication to the guest experience. By prioritizing continuing education through the AMI Training Institute, these leaders ensure that from the moment a boater hits the water, they are supported by a team that values ethical conduct and operational precision.

As we celebrate these achievements, we recognize that the strength of our “small-knit but mighty” culture is built on the individual growth of our people. Congratulations to our newly certified leaders for their dedication to keeping Guest Services at the forefront of the maritime industry.

Maximizing the Retail Experience at Watkins Glen State Park

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Watkins Glen State Park is a masterclass in natural design, but its immense popularity recently pushed its physical infrastructure to the limit. Located on the primary corridor between NYC and Niagara Falls, the 1,000-square-foot retail shop faced a persistent bottleneck where high guest demand met a “maxed-out” floor plan. Mark Johnson, Director of Retail, noted that the footprint was a major limiting factor, as many visitors would open the door to enter only to be discouraged by an overcrowded store.

A Strategic Architectural Pivot

Rather than accepting the footprint as a permanent limitation, the team executed a high-level retail upgrade. By integrating the adjacent café space into the retail flow, the operation effectively doubled its guest capacity. This was a logical shift; while the café previously accounted for a smaller portion of sales, the retail side was driving the vast majority of the park’s total revenue.

This project was a true cross-property collaboration. Restoration Specialist Ricky B. Sharp was brought in from Wakulla Springs to build custom, integrated shelving that naturally draws the eye from the retail store into the café space. To further eliminate friction, the team added mobile iPad registers in the café to “bust” lines during peak hours, ensuring the nine-hour daily rush remains a smooth experience for every visitor. This granular attention to detail is a hallmark of the property’s leadership. As General Manager Kari Roccisano puts it, “Here at Watkins Glen, we maximize every inch of space right down to the way we store inventory in our storage room. Every inch equals revenue dollars is our mindset.”

Performance by the Numbers

The results of this logistical upgrade speak for themselves. By optimizing guest flow and expanding the merchandising footprint, the team has unlocked a 25% YOY sales increase. Mark emphasized that this success wasn’t just about more space, but about better space, noting that it takes a relentless team to keep an upgraded operation like this running at full capacity.

The Legacy of the Glen

As a Finger Lakes original, Watkins Glen remains home to 19 waterfalls and a world-renowned trail system that earns consistent 5-star acclaim on TripAdvisor. Under General Manager Kari, the property continues to bridge the gap between state park stewardship and local culture, famously serving Hazlitt 1852 wine slushies and supporting the annual Vintage Grand Prix.

America 250

In coordination with Adventures Unbound, we are now preparing for the next big milestone in the park’s history. The upcoming A250 Merchandise Collection will celebrate America’s 250th anniversary with premium, heritage-inspired apparel. Look for the first arrivals of these exclusive pieces at the newly upgraded Watkins Glen shop soon.