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

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!

We are excited to announce Jay Vincent as the new General Manager at Mount Rainier National Park. Jay brings over 25 years of experience in national parks, having worked in diverse locations from Denali in Alaska to Yosemite in California.

A Storied Career in National Parks

Jay’s journey began in Denali National Park as a line cook, and over the years, he has held various positions at Bryce Canyon, Yosemite, Olympic National Park, and the Badlands. His extensive experience has given him a unique perspective on park management and hospitality. “I’ve spent a significant part of my life in national parks, and it has been an incredible journey,” Jay shared. 

Vision for Mount Rainier

At Mount Rainier, Jay is eager to build and work with the team, becoming an integral part of the community, and sharing the park’s wonders with guests and staff. He emphasizes the importance of creating lasting relationships and connections, often turning a summer job into lifelong friendships and professional networks. “People come to national parks not knowing what to expect, and they end up making lifelong friends,” Jay noted. 

Upcoming Projects

One of the major projects under Jay’s leadership is remodeling the historic National Park Inn. This project involves collaboration with design firms and the Park Service to update and preserve a structure that has stood for over a century. “We are working on a remodel of the historic inn, which is an exciting and challenging project,” Jay mentioned. 

Anticipated Challenges At Mount Rainier

Jay anticipates several challenges, including maintaining historic buildings and adapting to the new timed entry system at Mount Rainier. This system, recently introduced, aims to manage visitor flow and preserve the park’s natural beauty. “Adjusting to the new timed entry system is a big challenge for us, but we are committed to ensuring a smooth transition,” Jay explained. 

Another key focus for Jay is building a dedicated team that returns year after year, fostering a strong, cohesive work environment. “One of the biggest challenges is fostering a team that wants to come back and make this park a part of their life,” Jay emphasized. 

We are confident that Jay Vincent’s leadership will bring innovative solutions and a renewed focus on excellence to Mount Rainier National Park. Stay tuned for more updates as we continue to enhance the visitor experience and preserve the natural beauty of this iconic destination!

New Faces in Leadership

We are thrilled to introduce two dynamic leaders who have recently stepped into pivotal roles within our organization, bringing with them a wealth of experience and innovative plans for the future. Please join us in welcoming Oscar Rodriguez, our new Director of Purchasing, and Mark Johnson, our new Director of Retail.

Oscar Rodriguez: Driving Efficiency and Innovation in Procurement

Oscar is eager to leverage his extensive background in operations and purchasing to enhance our procurement processes. With a keen focus on meeting internal customer needs while maintaining cost-effectiveness and quality, Oscar aims to lead initiatives that strengthen supply relationships and integrate advanced technologies such as Workday.

Oscar’s primary goal as he steps into this role is to thoroughly understand current procurement practices and identify areas for improvement. “I know I have some big shoes to fill, but I am confident that my experience will help me succeed,” Oscar shared. His immediate focus will be to set a solid foundation for future initiatives, ensuring that our procurement processes are streamlined and efficient.

Mark Johnson: Crafting a Cohesive Retail Strategy

Mark brings a diverse background in retail and hospitality to his new role as Director of Retail. His journey has taken him across the country, providing him with a unique perspective on managing retail operations in various geographies. From his beginnings at Barnes & Noble to his role at the Frank Lloyd Wright Foundation, Mark has consistently demonstrated a knack for retail management.

Mark’s work with the Laura Bush Foundation began at Barnes & Noble, where his role included sponsoring the Texas Book Festival founded by the former First Lady. His successful collaboration led to his management of the George W. Bush Presidential Library retail efforts for five years. The photo in his interview video captures him shaking hands with President Bush (see below).

In his new role, Mark is excited to provide central leadership and streamline our retail operations across 37 units. “Guest Services has accumulated many retail units, but there hasn’t been a company-wide cohesive approach yet,” Mark explained. His goal is to foster communication between stores, reducing redundant efforts and maximizing efficiency. Additionally, Mark is focused on incorporating stewardship messaging, promoting products made in the USA, and sourcing items from environmentally conscious companies.

Mark is also spearheading projects to create a comprehensive operations manual for retail and launching a retail business plan for each store he visits. His dedication to enhancing our retail strategy is evident as he embarks on these initiatives to ensure consistency and efficiency across all locations.

As we welcome Oscar and Mark into their new roles, we look forward to the positive impact their leadership will bring to our organization. Their innovative approaches and dedication to excellence are sure to drive our operations to new heights. Stay tuned for more updates as they embark on their exciting journeys with us!