ROSE Awards ceremonies honor hospitality workers: A dozen employees commended for top-level service

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Vickie English, night auditor, Courtyard by Marriott at the Capitol

In her eighth year as night auditor at the Courtyard at the Capitol, English was honored for providing outstanding service, including driving to the airport to deliver an airline ticket a guest left at the hotel.

Robert Diaz, chauffeur, Carey Indiana

A 17-year employee with Carey Indiana, Diaz was praised for going out of his way to be helpful. When one one client requested food from a popular restaurant in Bloomington, he ordered the food, picked it up and paid for it himself and had it waiting in the car when his guests arrived. He also won “Chauffeur of the Year” honors from Carey International.

Mary Batrich, adult volunteer coordinator, The Children’s Museum of Indianapolis

Batrich was commended on 27 years of outstanding service and dedication to the hospitality industry.

Jonathan Perez, assistant building engineer, Murat Centre

A Murat Centre employee since 1999, Perez was praised for doing whatever it takes to make clients happy, even if it means hauling a heavy TV up a flight of stairs, calming a panicky event planner or translating Spanish for a prospective client.

Gabriel Nemeth, event coordinator, Indiana Convention Center & RCA Dome

Nemeth, a four-year employee, was lauded for working long hours, handling unexpected problems efficiently, and effectively and repeatedly exceeding his client’s expectations.

Lisa Jack, lead night auditor, Hilton Indianapolis

Jack received a letter of praise from a guest, an attorney, who arrived late after a delayed flight without her luggage. She had to be in court early the next morning and was stranded without personal items or clothing. Jack drove home, about 45 minutes away, and returned with her best suits for the guest to choose from so she could continue her business.

Donald L. Thiele, guest services associate, Circle Centre

Thiele was applauded for offering each guest advice with compassion and enthusiasm. Many of them have been known to come back and thank him for his restaurant suggestions or flawless directions.

Charles McCauley, bellman, Canterbury Hotel

McCauley has been a fixture at the Canterbury, greeting and helping guests, for 20 years. His knack for remembering names and preferences often wows his guests.

Janet Eason, education services coordinator, Eiteljorg Museum of American Indians and Western Art

Eason won praise for her versatility and flexibility in a role that requires her to communicate effectively, coordinate a variety of activities, and have expert knowledge of the city and its offerings.

A dozen individuals received ROSE Awards at the Indianapolis Convention & Visitors Association’s 14th annual ROSE Awards event in mid-March.

The ROSE-for Recognition Of Service Excellence-honors employees who positively influence a visitors’ experience in Indianapolis, whether through one-on-one contact or behind-the-scenes actions.

In addition to the dozen winners, the event saluted 74 hospitality honorees at the Indiana Convention Center program themed “The Art of Service Excellence.” Nearly 700 attended the event.

Supervisors nominated honorees based on their courteous attitude, knowledge of the work place and the city, ability to meet and exceed customer expectations and problem-solving skills. Nominees have one-on-one contact with convention delegates, tourists, business travelers and meeting planners, or are behind-the-scenes people iin the hospitality industry.

“These hospitality heroes … are the reason why Indianapolis has earned such a positive reputation as an ideal place to hold a convention or event or visit for a getaway,” said Bob Bedell, ICVA president and CEO.

A panel of community leaders served as judges to select ROSE Award recipients for lifetime achievement and for exceptional service during 2004.

As one of Indianapolis’ most important industries, tourism contributes an estimated $2.8 billion to the Marion County economy annually and supports more than 51,000 full-time equivalent jobs.

ROSE Award recipients:

John Law, bellman, Hyatt Regency Indianapolis

Law, a 23-year-employee, received the Thomas A. Miller Lifetime Achievement award for devoting most of his life to making the city a place that visitors want to come back to. Among many examples of customer service, Law has walked three blocks to pick up a prescription for a guest and helped elderly and disabled guests unpack their bags, all with a cheerful, professional manner.

Bobby Elliot, bellman, Holiday Inn Select North at the Pyramids

A 10-year veteran of the Holiday Inn Select North at the Pyramids, Elliot was commended for giving guests superior service and going out of his way to handle chores outside his traditional duties, including sweeping snow off of parked cars, sweeping the lobby and filling vending machines.

Jeffrey Boner, special events coordinator, Rock Bottom Brewery

A six-year employee at Rock Bottom, Boner was praised for cooordinating the restaurant’s volunteer and charitable giving efforts. This past Christmas Day, and for five months prior, he planned and organized an event that opened the restaurant’s doors to more than 800 underprivileged families, offering them everything

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