Author Archives: Quinn Pochekailo

DoubleTree Naples Wins Quarter 2 2025 Make It Right Award for Excellence in Guest Care

DoubleTree Suites by Hilton Hotel Naples earned the Q2 2025 DoubleTree Make It Right Award for U.S./Canada hotels under 224 rooms, recognizing excellence in service quality, Hilton Honors appreciation, problem resolution, and cleanliness. The brand’s announcement highlights Naples as the Q2 winner and celebrates teams that lead with heart and ‘CARE’ (Creating A Rewarding Experience).

“We have focused a lot on training and each team member’s role in delivering a great stay to our guests,” said Jennifer Robbins, General Manager. “We work to foster a culture of teamwork balanced with ownership and genuine care. We empower our team members and ensure they have the knowledge and resources to make it right for the guest.”

Guest feedback is central to how the team learns and improves. “We share reviews and feedback, both complimentary and constructive, to celebrate our successes and identify areas of opportunity,” Jennifer said.

The recognition reflects the pride and commitment of the Naples team. “Our team takes great pride in the property and delivering a memorable stay to every guest,” Robbins added. “To be recognized as the Q2 MIR Award winner, 225 rooms and under, celebrates the team’s collective efforts and shows that the work they do every day to make our guests feel welcomed and appreciated makes a real difference.”

Looking ahead, Naples is building on this momentum. “While we have specific goals for property improvements, we will continue to prioritize problem resolution and guest experience,” Robbins said. “Q3 is a slower time for our area, and we have used the time to complete projects and training. We look forward to busier times and increased occupancies. We will be hiring new team members and will focus on harmonized training and building on the strong team that is in place.”

Thank you to the entire DoubleTree Naples team for your dedication to training, heartfelt service, and guest care. Your commitment shines through in every stay.

Team Member Spotlight: Nick Romeo Expands Guest Services’ Reach Through Partnerships and Education

Guest Services has a long tradition of welcoming visitors to parks and public spaces across the country, ensuring they have access to memorable services and experiences. With more than 35 years in the hospitality industry, Nick Romeo brings experience from major attractions such as Legoland Activity Centers, the Big Wheel in Orlando, Madame Tussauds, and Sea Life, and now applies that expertise as National Tour and Travel Sales Manager.

A New Frontier with Resellers

One of Nick’s primary responsibilities is overseeing third-party resellers and hotel partnerships. This includes well-known online travel agents such as TripAdvisor, Viator, Get Your Guide, and Tripster, which allow Guest Services’ parks to reach millions of potential visitors. By activating these channels, Nick ensures that guests booking trips to Florida or beyond can seamlessly add natural experiences to their itineraries.

“Tour and travel sales are an essential part of how we grow awareness of our parks and experiences,” says Laura Sherman, Vice President of Hospitality. “Nick’s work is already making an impact, and his dedication to building strong partnerships is helping us reach new audiences every day.”

“Not everyone likes working with resellers,” Nick admits. “But I’ve always enjoyed it. They bring in business we may never have reached otherwise.” His strategy is to partner with the strongest companies in both the U.S. and Europe, particularly those that integrate with FareHarbor, making it easier for guests to purchase tickets as part of larger travel packages.

 

Personal Journey and Resilience

Earlier this year, Nick experienced a medical emergency after a fall, which led to a seizure and two major brain surgeries. Recovery required time away from work, but Nick voiced his appreciation for the overwhelming support of the Guest Services team for helping him return. “It really feels good to be back,” he reflects. “At a company of this size, I was honored to have received this level of care. The support made all the difference.”

Outside of his role at Guest Services, Nick has a unique background, holding a degree in animal science and having previously worked as a licensed funeral director in New York. He and his husband live in Orlando, where they have built a life together for the past 24 years.

Here to Support Properties

For Nick, the most important part of his role is supporting general managers and property teams. He wants them to know he is a resource, whether it’s navigating reseller relationships, leveraging online travel agents, or developing educational partnerships with schools.

“I’d love to be able to work not only with Florida but across our park systems,” Nick says. “I’m here to help, and I want our teams to know the resources they have available.”

Thank you for all you do, Nick!

Breckenridge Becomes Colorado’s First Dark-Sky Certified Resort Town

In August 2025, Breckenridge was officially designated as a Certified Dark-Sky Community by DarkSky International, becoming the first mountain resort town in Colorado to earn this distinction (Town of Breckenridge, CBS News). This milestone reflects years of forward-thinking initiatives, starting with an exterior lighting ordinance in 2007 and significant upgrades to street lighting and construction codes across town (Town of Breckenridge).

At Guest Services, Inc., we are proud to operate The Lodge at Breckenridge, where guests can experience the beauty of the Rockies while enjoying our commitment to hospitality. We are honored to be part of the Breckenridge community and to contribute to a town that leads the way in preserving its natural wonders.