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At The Lodge at Wakulla Springs, Housekeeping Week 2024 was a special time to recognize and celebrate the hard work and dedication of the housekeeping and laundry teams. From creative treats to team-building activities, General Manager Jesse Askew and the entire lodge staff went above and beyond to make the week memorable for these essential team members.
A Week of Fun and Appreciation
The celebration kicked off on Sunday, September 8, with “Sundays are for Sundaes.” Housekeeping and laundry attendants enjoyed creating their own sundaes at a dedicated sundae bar, a sweet start to the week.
On Tuesday, September 10, the team was treated to a “Breakfast of Champions” from 8 to 9 a.m., featuring doughnuts, coffee, and pastries. The breakfast was an opportunity for team members to relax, enjoy, and bond over their morning treats.
The highlight of the week came on Thursday, September 12, when the housekeeping team was invited to a catered lunch from Wing Stop, hosted in the lodge’s Cypress Room. Following the lunch, an educational seminar with professionals from Logistics provided valuable insights into the lodge’s new housekeeping system. The team also received several lodge-branded items including a tumbler and lodge bag!
A Heartfelt Gesture from the Lodge Team
Throughout the week, the housekeeping team was greeted with a personalized thank-you sign, signed by all lodge team members, expressing appreciation for their hard work. This heartfelt gesture helped create a strong sense of community and appreciation within the team.
Housekeeping Week at The Lodge at Wakulla Springs was an awesome success, filled with fun, learning, and a strong sense of gratitude. It was a perfect opportunity to celebrate the team that plays a vital role in making every guest’s stay memorable.
In a remarkable display of quick thinking and bravery, Cole Murphy, Natick Site Manager, and Maddie Olstein, Shift Supervisor, team members at the Massachusetts Boathouse in Cochituate State Park, recently helped save a bystander from drowning at the state park beach. Their decisive actions proved crucial in the life-threatening situation.
On July 22, 2024, at 1:00 pm EST, a near-drowning incident unfolded at the state park beach where Guest Services operates. A bystander urgently ran to the boathouse, shouting that someone was drowning. Without hesitation, Cole and Maddie rushed to the scene. Upon arrival, they found the victim lying motionless at the water’s edge, with bystanders already attempting CPR. Cole immediately assessed the situation and provided guidance on performing more effective CPR. “She was still unconscious, going in and out of states of breathing and not breathing,” Cole recalled. Maddie, a trained lifeguard with experience in health care, worked to maintain the victim’s airway and ensure she remained stable until paramedics arrived.
Cole and Maddie’s swift response was instrumental in stabilizing the victim. Cole noticed that the bystanders had not administered rescue breaths and urged them to do so, leading to the victim spitting up water and beginning to breathe faintly. Meanwhile, Maddie ensured the victim was kept on her side, performing sternal rubs to stimulate her body. “We just tried to keep her breathing, keep her conscious,” Maddie explained. Despite the stressful environment and the challenges they faced, their training allowed them to remain calm and focused.
Building a Culture of Safety Through Proactive Leadership
The life-saving actions of Cole and Maddie underscore the critical role that proper training plays in emergency situations. Their preparedness, in addition to Maddie’s background in healthcare, was greatly influenced by the CPR program implemented by CJ Brenner, Operations Manager, who teaches the American Red Cross First Aid, AED, and CPR Class for Adults and Pediatrics. CJ says, “We strive for 100% compliance, so all staff are trained and ready to help.”
The class uses blended learning, first requiring team members to complete a 3-hour online course that involves training videos, quizzes, and scenarios. Then, they complete the in-person Skills Assessment with CJ which involves reviewing videos, going through slides, and practicing the skills on mannequins. Then, they complete the in-person Skills Assessment.
“It’s a need-to-know thing if you work near bodies of water, especially in a place like this. The CPR training we received was thorough and really prepared us for situations like this. Without it, the outcome could have been very different,” Cole remarked, reflecting on the training he received.
A class of Guest Services team members learning CPR.
How Other Managers Can Learn From This Experience
How do Massachusetts Boathouse teams prepare for disaster or emergency events?
“Our team prepares through regular training, strict safety protocols, and clear communication,” says Ben Schanzer, Operations Manager. This includes CPR, First Aid, and Water Emergency Response training, plus debriefing after incidents to improve future responses.
Any recommendations for other managers?
“Regularly update and refresh staff training,” Ben advises. He also emphasizes:
Supporting staff after critical incidents.
Fostering a culture of safety by reviewing protocols, reporting hazards, and encouraging discussions.
“Prioritizing safety helps protect our guests and staff while reducing emergency risks,” Ben concludes.
Thank you, Massachusetts Boathouse Teams!
This near-drowning incident is a powerful reminder of the importance of ongoing CPR and emergency training for all staff at Massachusetts Boathouses. Our deepest appreciation goes out to the quick thinking and bravery of Cole and Maddie, and the support from CJ and Ben, a life was saved, highlighting the strength of a well-prepared and dedicated team.
In the face of natural disasters, the importance of crisis preparation at Guest Services cannot be overstated. From the hurricane-prone areas of Florida to the earthquake and wildfire risks on the West Coast, proactive planning and dedicated leadership are essential. In the middle of this natural disaster-prone part of the year, we want to highlight the strategies and insights shared by Matt Smith, District Manager in Florida, and Brandy Frederich, Senior Director of West Coast Operations, Hospitality, in the West.
Hurricane Preparation in Florida
Hurricane season presents a unique set of challenges for our Florida properties. According to Matt Smith, District Manager in Florida, preparations begin months in advance. “We start talking about hurricane season in April and May, making sure everyone has the supplies they need, from generators to flashlights and backup equipment,” Matt explained. The teams don’t just stock up; they also review communication protocols to ensure that everyone knows their role when a storm hits.
When severe weather is forecasted, the focus shifts to execution. Matt emphasized the importance of clear communication, not only within the team but also with guests and local authorities. “Our call center does a fantastic job of relaying information to guests, while I coordinate with general managers and park managers to prioritize tasks and ensure we are as effective as possible,” he said. These preparations and the ability to adapt quickly are what make the difference when a hurricane threatens the safety and operations of our properties.
While hurricanes pose a significant threat in Florida, our teams face different, yet equally dangerous natural disasters on the opposite end of the country.
West Coast Natural Disaster Strategy & Security
Brandy Frederich, Senior Director of West Coast Operations, oversees preparations for natural disasters like wildfires, earthquakes, and extreme weather. Effective preparation starts with understanding the landscape and potential hazards. “It’s about problem-solving—identifying hazards and their impact on operations,” Brandy explained.
Her team’s approach includes:
Ensuring access to clean water and sanitation.
Addressing extreme temperatures with emergency resources.
Preparing staff with clear instructions on emergency equipment.
Setting up communication boards in key areas.
Communication is key. “We identify an Incident Commander to make quick decisions,” Brandy said. Her teams also:
Establish backup communication methods.
Hold daily meetings during crises.
After disasters, they conduct After-Action Reviews (AARs) to evaluate their response and improve future preparedness. “These reviews help us learn and get better,” she added.
Brandy’s team maintains emergency kits and continuously improves their procedures. Team members should reach out to their managers for more information on disaster preparedness.
Importance of Ongoing Training and Support
Continuous training and regular updates are crucial to maintaining a state of readiness across all properties. Both Matt and Brandy stressed the importance of having a well-trained team that can respond effectively during a crisis. “The training we receive, combined with the company’s support, ensures that we’re ready for anything,” said Matt. This sentiment is echoed by Brandy, who highlighted the role of annual reviews in refining their approach to crisis management. “It’s all about learning and getting better at what we do,” Brandy added.
Crisis preparation is a vital part of ensuring the safety of our staff and guests at Guest Services. Through the dedicated efforts of Area Managers like Matt Smith and Brandy Frederich, and the support of comprehensive training programs, our teams are equipped to handle the challenges posed by natural disasters. The proactive planning and strong leadership across all our properties give us confidence in our ability to respond effectively to any crisis.
Thank you to all team members who are involved in preparation and response to crisis situations!
