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| Kelly Roth, formerly of Bellevue, Iowa, is the revenue and sales manager at Hawthorn Suites by Wyndham in Cedar Rapids on Center Point Road by Czech Village. She works closely with Debra Walsh, the general manager, assisting her with marketing responsibilities. Kelly has been in this particular position for about a month, but it’s easy to see that she’s good at her job. I found her to be gracious and warm. Kelly came to Hawthorn Suites after working for two years in Denver as the sales manager for another company. While she was a student at the University of Iowa, she completed a summer promotional internship in Milwaukee, Wisconsin, where her attention shifted toward marketing. She then graduated with a marketing degree, and began her marketing career in Colorado. Now she says that she has come full circle back close to home. Her duties at Hawthorn Suites include handling sales for extended-stay guests and setting up negotiated rates with their companies; taking care of marketing, print, radio, and social media; and making arrangements for the use of the meeting rooms. Hawthorn Suites is an extended-stay hotel where guests may live for months at a time doing business in town for their employers. Kelly admits that one of the challenges she faces is that Hawthorn Suites is not a name that is as well-known as some of the other franchise chains. She says only 74 hotels like it are scattered across the United States. While Wyndham is a worldwide chain with over 6,000 properties in many different countries, Hawthorn Suites is only a small part of the hotel franchise. In 2009, this Cedar Rapids hotel changed hands and is now under new management and ownership. Guest suites were updated in 2010 with new color schemes and new furnishings. Tile floors and flat-screen TVs were added as well. Since guests stay longer here than typical short-term hotel visitors do, the rooms are more accommodating, Kelly says. “We have 82 rooms total. We have studio suites, one-bedroom suites, and fireplace suites available.” She points out that these rooms are equipped with full or efficiency kitchens and in-room business services, such as a large work area with dual phone lines and a data port, personal voicemail, and daily complimentary newspapers. On-site laundry and dry cleaning services are also provided, as well as high-speed Internet service throughout the hotel; free copying, fax, and printing services; an indoor pool and hot tub; and a courtesy shuttle that operates within a five-mile radius of the hotel. Arrangements can even be made to accommodate pets. Kelly does her best to make every guest feel at home, she shares. “I treat people how I want to be treated,” and “honesty is the best policy.” She adds, “I want this place to feel like home. A guest might be here for three months, and so it should feel homey and comfortable.” How is this hotel different from any other? Kelly explains, “We stand out with guest services. People behind the desk know your name. We go above and beyond to make you feel at home and comfortable with us.” She says that because many guests come downstairs to watch TV so they don’t have to be in their rooms alone, a social hour with food and drinks is provided Monday through Thursday. The lobby has a large, beautifully furnished carpeted area with many comfortable chairs, tables, lamps, and large windows. I found it to be a very comfortable and pleasant atmosphere. The rewards of working at her job, Kelly says, are receiving good reviews and “knowing we made someone happy.” Guests can go online to give comments about the service they receive during their stay. Kelly cites an example of a guest who had an issue with her room and was moved right away. The hotel ultimately received positive feedback from her. What do people not know about hotels? Kelly emphasizes that most people don’t know how much work goes into running one. She says it takes a large team effort and good communication. She points out that, “One person can drop the ball and ruin the entire operation.” She emphasizes how many people are involved, including night clerks, desk clerks, housekeeping staff, cable company personnel, and the people who maintain and provide all of the services that are available such as the Internet, TV, the pool, shuttle, and much more. “We’re all a team and are efficient here,” Kelly adds. “So much work goes into every detail. Building a team is crucial.” Two of the companies that use the services provided at Hawthorn Suites are Western Fraternal Life Association and Mediacom. Both are local businesses. Kelsey Clapp, who works in the marketing department at Western Fraternal Life Association, an insurance company, speaks highly of their experience with Hawthorn Suites. Kelsey says her company usually has one agency that uses the meeting rooms at Hawthorn Suites. “We did a mid-year conference two years ago, and we did have a very good experience. Comments were made about the good breakfast.” She says they also enjoyed the business hour in the evening and relaxing after the meetings. She adds that the staff was very accommodating: “If we wanted round tables, we got round tables. If we wanted the tables in a ‘U,’ they did that too. They make it very comfortable.” She adds that the good rates and hot breakfast were reasons why they came back. “We’ve had a great experience,” she says, “and we always get good rates.” Tara Jarchow, sales assistant at Mediacom, who sets up sales meetings for employees, also gives a glowing recommendation of Hawthorn Suites. “They’re always very accommodating,” she says. “We have a lot of people who stay, such as employees from out of town, for conferences and meetings.” She says they like the meeting room. Tara comments that she likes the fact that her company can use their own catering service, which makes the rates more affordable. She comments that Hawthorn Suites is “a great place to go to meet on a budget.” She goes on to say that the meeting room is downstairs on the first floor, and accommodates about 30 people comfortably. Tara mentions that “water and coffee are put out, and the meeting room is easy to get to.” She adds that the outside lobby area with the fireplace and the breakfast area are nice. For more information or to make reservations, call Hawthorn Suites at 319-294-8700 or visit www.hawthorn.com. |
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