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!

When a “slip-out” road closure stranded thousands, Big Sur Lodge stepped up

On Saturday, March 30, a “slip-out” caused a massive hole in the northern section of Highway 1—the only way in and out of Big Sur. Heavy rains in 2023 shut down the southern route to the state park over a year ago, and it has not been reopened yet. 

Mary Moore, Location Manager at Big Sur Lodge, was the first to sound the alarm. She discovered the breach when driving to work that afternoon, nearly wrecking her own car. Fortunately, Mary was fine. She made a U-turn and headed home after notifying the lodge and emergency services. The road was closed promptly, stranding everyone already in the park.

It was a busy Easter weekend, with resorts and lodges fully booked and an estimated 2,000 day-trippers. Matthew Wilkins, General Manager at Big Sur Lodge, quickly realized the enormity of the situation and took action. 

We sat down with Matt to ask him about the experience. 

 

What did you do when you realized the only road in and out of the park was not closed?

“We knew there were a lot of people in the park that weekend. We figured all available lodging was booked just as we were, and that there would be a significant number of people with no place to go. People would need bathrooms, water, snacks, a way to charge cell phones, and a source of communication to know what was happening.”

“So, we opened up our conference room and prepared to help. We even coordinated setting up a Red Cross trailer. By the time we started getting calls from Monterrey County of Emergency Management and the State Park asking us to set up a disaster relief center, we were already set up and ready to go. Very soon the word was out, and everyone started sending people to Big Sur Lodge,” says Matt.

 

What was the mood like? How did staff handle the sudden influx of people?

“At first, park visitors didn’t really grasp the gravity of the situation. But once they realized there was no way out and no idea of when they’d be able to leave, the anxiety level definitely increased.”

“I’m very proud of our team’s response. Everyone just pitched in wherever needed. They stayed positive, kept their sense of humor, and took a “we’re in this together” approach. Their helpful, good-natured demeanor helped calm the worries and frustrations of a very upsetting situation.”

 

How long were people stranded?

“Fortunately, just shy of 24 hours. We had people sleeping on the floor in the conference room, in the lobby, and on tables in the restaurant. But the next morning plans were formulated to start getting them out of the park.”

“At first, the plan was to walk people out, but emergency services were able to assess the road’s stability and determined the northbound lane was safe for one vehicle to cross at a time. They took people out in convoys, one at noon followed by another at 4:00. In 24 hours we went from chaos to a ghost town.”

 

What did you learn from the experience?

“I learned what an amazing team we have at Big Sur Lodge. Everyone pitched in without complaint, helping with whatever task was needed, whether it was their job or not. I’m so proud of our entire team, and would like to call out a few for their efforts.”

 

“Brandy Frederich and Mary served as our “eyes in the sky”, keeping us posted with updates and providing guidance on communication and next steps. Housekeeping Manager Veronica Bustamante made sure all our guests were well taken care of. Housekeeper Gloria Hernandez assisted Veronica throughout. Night Porter Garrett MacAbee kept both fireplaces going all night, distributing board games and bottled water. Paul Amend, Sales & Marketing Manager, and also our resident member of the Big Sur Volunteer Fire Brigade, was everywhere at once for 24 hours. Maintenance Tech Jacob Workman stayed the night with the folks in the conference room and made sure everyone was safe.”

“Front Desk Supervisor David Eaks stood at the front through the whole emergency and dealt with everyone kindly and fairly, navigating a rapidly changing arrival list, maintaining a waitlist, and getting who he could into rooms. Safety Coordinator Leah Sheppard provided relief at the front, taking more than her share of phone calls, and staying collected and focused, and did anything I asked. Rebecca “Mackenzie” Scott, our groundskeeper, server Megan Jens (first day!), and cafe attendant Jackson Kownacki stood against an unrelenting wave of people in the restaurant as they and Chef Earl Morgan made sure everyone was fed. Rewa Givens held retail down, supplying folks with bottled water and snacks.”

“I’m sure there were other unsung heroes that night. You can all be proud of your efforts.”

Thank you to the entire Big Sur Lodge team for your crisis response!

 

Update: Thankfully, 24-hour access to Big Sur has recently opened again from the north. We’re excited to gear up again and work towards having a great summer season.