Located in the heart of Sault Ste. Marie, the Comfort Suites & Quattro Conference Centre bears the name of a large chain, but it has more of a family-like atmosphere for its 124 employees.
Locally owned and operated by four
Italian businessmen, at the hotel’s core is the concept of
hospitality and treating everyone who walks through the door like
family.
“We have incredible leadership who
have immense compassion for everyone who works here,” said
marketing manager Tricia Lesnick. “Life, children and family are
all taken into consideration in all situations and accommodated
wherever
possible.”
This facility has a fitness centre, indoor heated pool, hot tub and sauna.
The Greenhouse Spa offers clients
massages, manicures, pedicures, and facials, while customers can
satisfy their hunger at the onsite Quattro Restaurant and
Chophouse.
A business centre services the needs of business travellers, and banquet and meeting space is available for larger events.
Physical workplace
Ergonomics are important in labour-intensive kitchen and laundry roles, and so managers walk through the building every month to ensure health and safety of workers are being met.
Workers are educated regularly on proper lifting techniques and the correct use of equipment. In housekeeping, lowaiters are used to help with lifting, and larger wheels were installed on room attendant carts for ease of pushing. New vacuum cleaners and machine floor washers have also been purchased.
“Sometimes things that make sense for your business also come with it some benefits for the staff, and our new general manager, Mike Braykovich, has really good insight into that kind of stuff,” Lesnick said.
New equipment and an ergonomically
designed layout were installed in the kitchen, and carpeting was
replaced with flooring in the banquet area hallway to ensure smooth,
seamless movement of
kitchen carts.
Employee recognition
Workers are nominated by colleagues for monthly and annual recognition programs, through which they receive gifts from the company.
The rooms division is eligible to win
monthly gift cards for good work, and front desk staff participate in
a contest to win a trip to a sunny destination. The management team
gets a bonus if their budget
is met.
Community involvement
Through its Quattro Shares program, the staff cooks dinner for attendees of the local soup kitchen, complete with a magic show and treats for kids. The costs and time are absorbed by the hotel and its employees.
“We got some great feedback, and it was a feel-good moment for the staff,” Lesnick said.
During the annual Soup Kitchen Sleepover, staff sleep overnight, outside in a cardboard box to raise awareness about what it’s like to face poverty in the city.
Comfort Suites often donates facilities or offers a reduction in cost to accommodate a major fundraiser or benefit. There is also a complimentary suite stay for various fundraisers throughout Northern Ontario.
Social atmosphere
Because Christmas is a busy time of year for the hotel, staff celebrate the holiday in January instead. Last year, management cooked and served staff a prime rib dinner with all the trimmings.
In the summer, a staff barbecue is held in the hotel’s courtyard, pool and adjoining meeting space, and all family members are invited.
Staff and their families are welcome to use facilities such as the pool and exercise room, and management get free lunch on weekdays; other staff may purchase theirs at a 50 per cent discount. There are other discounts available at partners businesses.
Education and training
Cross-training between departments is
encouraged amongst employees, and
Lesnick has found it’s even
improved
performance.
“It’s very difficult for people to understand anybody else’s role and what’s involved with it when everybody’s working in silos,” she said. “We’re breaking down those silos.”
Students who work banquets can be referred to work at another location in North America, and Choice University is a free online resource for all hotel employees.
The hotel frequently hosts webinars, seminars, and online training courses to keep employees up with industry trends, help them learn new skills, improve skills or cultivate relationships.
Employee rates
Employees are entitled to a discounted rate (50 to 60 per cent) at hotels in the U.S. or Canada, and friends and family get a 75 per cent discounted rate.
“When employees are happy and when employees are engaged, and when they feel like they’re part of the process, we find that it just genuinely comes out in their service,” Lesnick said.
