Monthly Summary



Monthly Operations Summary

POLLARD BROOK

For August 2014

Joel Bourassa, GM Pollard Brook

General Manager (Joel Bourassa):

Major problems:

No major problems.

Significant items or issues:

• Adam Jones (IT) continued looking at options and efficiencies in outfitting and installing a new WiFi system for the resort. The Board opted to proceed with the entire resort pending final pricing.

Policy Changes and Training:

Weekly Monday Senior Staff meetings were held.

Reviewed and acted upon daily guest comment cards. I have assigned comment card responses to Amy Forbes who is now responding to guest complaints via email addresses left on the cards. Guests appreciate the follow-up.

Reviewed Catch-Me- Doing-Something-Right Cards weekly.

Served as MOD two nights in August.

Capital Projects:

• This season’s final four Liberty Building scheduled bath renovations are completed. We have just 7 more out of 18 to complete in 2015. Owners really love them!

• Chet is in the process of installing entry door safety chains on all units.

• The Mt. Liberty Building carpeting project, postponed during the summer, is going to continue in the coming weeks.

• VRI has sent us 10 new modems and screen stands for our desk computers and we are installing them as time allows.

Human Resources:

I have officially been informed that as of Sept.1 I have become the Regional Director for the Lake Placid Club in Lake Placid, Mountainside in Stowe and for the Village of Loon here in Lincoln. I am already shuffling some responsibilities here to some key people on my staff.

Community Outreach:

• Chaired weekly Selectmen meetings in the community.

Other:

• I have met with Chet and Julie in regards to raising the RCI scores in Maintenance and Housekeeping.

• HOA Board meeting was held and the draft budget was discussed.

• Working in the details of a Capital Budget to present to the HOA Board in the near future.

DEPARTMENTAL

From AGM (Natasha Egger):

• Worked with sales on inventory for August and part of Sept. 2014

• Worked with Amy on Club inventory and delinquent inventory with Catherine West and Stephen Furrer

• Worked with Amy on finding Marketing Inventory

• Worked with Joanne Topham on rental balancing and submitted to VRI

• Completed weekly payroll spreadsheet and sent to corporate

• Completed monthly debit card reconciliation for Joanne Topham

• Reviewed summer consignment tickets with Amy Forbes and Joanne Topham

• Continued to work on welcome calls to all inbound guests and RCI guests

• Attended weekly Executive Committee meetings

• Reviewed “Catch Me Doing Something Right” cards each week

• Worked with Housekeeping on individual room inspections on Fridays and Sundays

• Continued logging any Wifi problems/issues for Adam Jones

From Engineering (Chet Wigley):

• Repaired the wall damage in guest bedroom (headboard torn of wall) of unit # 308 of the Mt. Washington Lodge building

• Started a ceiling repair in the master bathroom due to water damage in unit # 225 of the Woodland Lodge building (Temporary repair – guest due in – needed unit)

• Started a ceiling repair in living room of unit # 323 due to refrigerator leak in unit # 423 of the Woodland Lodge building (Temporary repair – guest due in – needed unit)

• Repaired the wall damage in the master bedroom (headboard pulled off wall) and re-hung headboard in unit # 425 of the Woodland Lodge building

• Repaired a hole in the wall behind the entry door in unit # 136 of the Streamside Lodge building

• Repaired the water damaged ceiling in the master bathroom of unit # 336 of the Streamside Lodge building

• Re-puttied the tub drain, due to a leak into the unit below, in unit # 436 of the Streamside Lodge building

• Re-puttied the tub drain, due to a leak into the unit below, in unit # 242 of the Jackman Brook Lodge building

• Repaired the water damaged ceiling above the Jacuzzi tub in unit # 142 of the Jackman Brook Lodge building

• Removed the metal handrails along the walkways of the Mt. Liberty Lodge building

• Scraped off the rust and old paint from the metal I-beams and repainted them in the Mt. Liberty Lodge building

• Repaired fire place tile that fell off of the mantle in unit # 114 of the Mt. Washington Lodge building

• Repaired fire place tile that fell off of the mantle in unit # 115 of the Mt. Washington Lodge building

• Replaced the broken toilet and tank with new A/S toilet and tank and replaced rusted flange in unit # 115 of the Mt. Washington Lodge building

• Replaced the circulator pump on Lochinvar # 2 in the basement of the Streamside Lodge building

• Tore up the kitchen floor due to a dishwasher leak in unit # 343 of the Jackman Brook Lodge building (outside contractor will install new floor)

• Finished touching up the walls and trim in units # 217,# 218, # 220 and # 221 of the Mt. Liberty Lodge building, getting ready to turn over to Housekeeping

• Hung new Television mount and bracket up on the column in the main lobby of the Mt. Washington Lodge building

• Continued with the grounds walk for trash throughout property

• Continued with the preventive maintenance program on all available units

• Continued with the weekly check-out/check-in day room blitzes to all available units

• Continued with the stripping and re-surfacing of all the coffee, end and dining room tables and swapping them in and out of units as needed

• Continued with the in-house Engineering Department training

• Attended weekly Department Managers meeting

• Attended monthly All Associate meeting

• Ordered and received supplies and materials as needed

• Responded to and completed approximately 430 service calls

From Front Desk Manager (Amy Forbes)

• Interviewed and hired a new full time front desk associate.

• Reconciled tickets from all local vendors.

• Met with representatives of the NH Highland Games to go over the details of the rooms they need this year and to get rooms set aside for next year.

• Worked with Housekeeping and Engineering to ensure that our Disney Vacation Club arrivals were a continued success.

• Worked with housekeeping and front desk to improve communication during busy check in times.

• Continuously monitored inbound reservations and worked to eliminate room moves and ensure that our guest’s requests were met.

• Continue to send Trip Advisor review requests to recently checked-out guests. This effort has helped move us from #5 to #4 in the area!

• Resolved several guest complains and issues.

• Worked many front desk shifts to cover illness, time off requests and extremely busy times.

From Housekeeping Supervisor (Julie Morrell)

• New Hires: Savannah Campbell

• Terminations: Savannah Campbell, Ken Ricker

• New linen order came in: 30 doz hand towels, 30 doz face cloths, 2 doz standard and king pillow protectors and 12 full size blankets.

• H2O filter put into commercial washer #1 to alleviate rust staining of whites.

• International students last day was 8/31/14

• Continued with ongoing bed bug inspections

• Put together large houseware order

• Completed budget for 2015

• Completed employee reviews

• Continuing with daily morning meetings and focus of the week

From the Activities Department (Cassie Bonor):

1. Morning Meetings at Pollard Brook

a. Held 4 Monday Morning Update meetings.

b. Spoke to approximately 115 people over 4 Mondays at Pollard Brook, averaging about 28 guests per meeting.

2. Trips & Activities

a. Most popular tour for the Month of August is the Cog Railway on Wednesdays.

b. Brewery Tour is always a big hit, hosting for approx. 46 people this month. Even though tours are still offered daily at noon for same price, guests enjoy going on Mondays.

c. Brought in approximately $1,391.00 worth of revenue in crafts for the month of August

d. Blueberry picking has ended for season. We are now picking apples for the fall season at Windy Ridge Orchard. Guests thoroughly enjoy this trip specifically. One of the best trips spoken of on comment cards etc.

e. S’mores has the largest participation yet with over 135 people attending. Have reduced time allotted for fire to 90 minutes rather than 2 hours.

f. The Movie Night listed on Friday is the actual amount from the entire week added together. Have switched movies going forward for older crowds expected through fall season.

3. Email & Social Media

a. We received a lot of new reviews on Trip Advisor. Now ranked #4 out of 20 hotels for Lincoln, NH on this consumer review website. Now at 83%, a positive increase from last month.

b. We are now up to 1,684 Likes on Facebook. Certain posts have reached over 859+ people. There have been over 3,722 visits to page.

c. Updating the Blog weekly with the Moose Report and Pictures of adventures and crafts. Blog is linked through the Pollard Brook home page.

4. Have taken over administration on Constant Contact.

5. Concierge Services

a. Continued to send weekly Welcome e-mails to guests. Guests have the option to click on the blog for more information and to see the Moose Report before they arrive at resort. Have received good feedback from the guests in regards to the Welcome E-mail.

b. Researched Fall Activities and have set up a meeting with Larry from Pemi-Valley Moose Tours to discuss the use of large bus for tours this fall.

c. Revised the Moose Report schedule to accommodate only one staff member, myself, as assistant Krisit has finished her season here with us.

d. Have contacted Lidia from Valley Snow Dogz for information on dog sledding during the fall months with a rolling sled. Have a meeting planned to go over information and possible tours.

5. Miscellaneous

a. Attended Executive Committee Meetings @ Pollard Brook.

b. Researching cost of circuit board for bus door. Automatic door is having issues opening.

|Monthly Summary | |

|31-Aug-14 |  |

|DAY OF WEEK |  |# Participants |# Rooms |

|Monday |Morning Meeting |114 |40 |

|  |25 cent Tour of Lincoln 11am |17 |9 |

|  |25 cent Tour of Lincoln |2pm |12 |4 |

|  |Woodstock Brewery Tour |46 |25 |

|Tuesday |Paddle board |2 |1 |

|  |Covered Bridge/windy ridge |72 |32 |

|  |Glass Painting | |51 |20 |

|  |Natural Scavenger Hunt |50 |20 |

|  |Bingo | | |120 |39 |

|  |Air hockey |  |6 |2 |

|Wednesday |Cog Railway |102 |39 |

|  |Moose tour |50 |24 |

|  |Teddy bear picnic |2 |1 |

|  |Tie dye |102 |46 |

|  |Photo Scavenger Hunt Finale |19 |12 |

|  |Fire |  |  |135 |65 |

|Thursday |Flume Gorge/Cannon Mt |31 |12 |

|  |Ice cream social |61 |27 |

|  |Sand art |20 |8 |

|  |Wii Karaoke |23 |8 |

|Friday |Walk to loon |2 |1 |

|  |Decoupage plates | |23 |11 |

|  |Movie Night |70 |30 |

|  |Tiny Tot Carnival |  |4 |2 |

|Saturday |Yoga |0 |0 |

|  |Cog Railway |13 |3 |

|  |Moose Tour |7 |2 |

|  |Teddy Bear Picnic | |4 |2 |

|  |Lawn games |  |15 |6 |

From Night Manager/Security (Pete Langmaid):

• August was an extremely busy month for the evening staff. The houseman and engineer responded to over 330 calls for service during the month. There were a few nights in which the houseman was so busy he was unable to complete all of his other duties. The front desk staff were also very busy with guests constantly requesting assistance at the front desk.

• As expected with the great weather we experienced big crowds in the swimming pools and hot tub almost every night. But we had no major issues, other than one night when some guests who kept bringing glass into the pool area, and were abusive with the staff.

• There was also one incident in which three teenage boys were in the sauna naked. The MOD dealt with them quickly, and told the parents the boys must be accompanied by an adult if they were to return to the pool area.

• In addition to helping our guests, the evening staff had 6 different evenings in which they had to chase off the bears living in the forest at the top of the hill opposite the Jackman Brook Lodge. This included one night when a guest left a dumpster open and a bear got inside, leaving a huge mess to be cleaned up.

Safety Committee Report (Pete Langmaid):

• The Safety Committee met once in August with representatives from all departments present.

• The committee discussed the only two accident reports during the month of August. One involved an associate who hit her head on a shelf while stocking her housekeeping cart. She felt dizzy and nauseous, and sat down on the floor for a few minutes. She continued her duties for the rest of the day, and did not report it to anyone until a few hours after it happened. No time was lost as a result of the accident. The second accident involved a 7 year old child who banged her mouth on the edge of the indoor pool, chipping a tooth and cutting her lip. The parents were referred to the Plymouth General Dentistry Office.

• The safety issues that were discussed were the very heavy use of the pools by guests and their children, and the continuing issue of the family of bears living in the forest on the top of the hill opposite the Jackman Brook Lodge. The constant vigilance of our staff has insured that the bears are chased out of the parking lots anytime they have wandered down toward where the guests may be.

• The committee also discussed establishing a monthly safety scoring system, to further remind all of our staff to always be concerned about the safety of our staff & guests.

• The need to begin again to review the Emergency Procedures Manual within department training was also discussed by the committee.

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