Author Archives: Quinn Pochekailo

For more than two decades, Guest Services has celebrated the achievements of extraordinary team members through the prestigious Excellence Award (E-Award). This annual recognition honors individuals who exemplify the highest standards of service, leadership, creativity, and care across our organization.

Congratulations to these remarkable leaders, whose commitment and excellence make a lasting impact on the communities and guests we serve.

Kathy Ziegenfuss

2025 E Award Winner

General Manager, Food Service | Operations, Children’s Home of Easton

This year’s E-Award winner, Kathy Ziegenfuss, is celebrated not only by her team but by the Children’s Home of Easton (CHE) community she serves with exceptional devotion. While we gathered notes from direct reports for all nominees, Kathy’s story is best told through a heartfelt message from a longtime CHE staff member and a client who worked alongside her for more than 25 years. Her words capture the essence of Kathy’s impact:

“She is so deserving. I have never met someone who cares so much about the children at CHE. She goes above and beyond for the students AND staff… special meals for homesick kids, birthday celebrations, dietary support, teaching them to cook, beautifully prepared holiday meals, decorations to make the dining hall feel like home. She always finds a way to get the impossible done. Many of the students call her ‘grandma’ because of her love, understanding, and guidance.”

Kathy joined Guest Services in 2014 and has spent 11 years serving CHE with unwavering compassion, organizational excellence, and a deep sense of responsibility for the well-being of every student. She is known for her calm leadership, impeccable standards, and gift for making young people feel cared for and seen. Students and staff alike rely on her as a steady, supportive presence.

A proud wife, mother, and grandmother of six, Sophia, Evan, Carson, Hope, Faith, and Gabriel, Kathy brings warmth and heart to everything she does. Her dedication, humility, and extraordinary service make her a profoundly deserving recipient of the 2025 Excellence Award.

Mike Lutz

2025 E Award Finalist

General Manager, Food Service | Hospitality, Doheny State Beach

A visionary culinary leader, Mike Lutz has transformed the Doho Café at Doheny State Beach into a destination for fresh, coastal cuisine and memorable guest experiences. When Guest Services first assumed the contract in 2020, Mike joined as Executive Chef during a period of limited equipment, weekend operations, and significant permitting challenges. Through perseverance, creativity, and unmatched culinary talent, he stabilized the operation and eventually stepped into the General Manager role.

Beyond the kitchen, Mike is an award-winning author, seasoned surfer, guitarist, traveler, and founder of Spicy Rooster Organic Seasonings. His leadership, creativity, and commitment to excellence have made Doho Café a standout venue within the California State Parks system and a shining example of hospitality done right.

Jeff Monahan

2025 E Award Finalist

General Ledger Manager | Accounting, Corporate

Since joining Guest Services in 2012, Jeff Monahan has become an indispensable member of the Corporate Accounting team. His journey from Senior Accountant to General Ledger Manager reflects his expertise, reliability, and deep understanding of Guest Services’ financial systems.

Jeff played an instrumental role in Workday implementation, educating field teams on new inventory procedures, configuring system workflows, and developing customized reports that improved transparency and efficiency across the company.

Known for his sharp financial instincts, Jeff routinely identifies questionable charges and legacy fees, recovering savings and ensuring fiscal responsibility. His peers describe him as proactive, collaborative, and highly respected.

Outside the office, Jeff can be found cheering on his children at baseball and cheer competitions or volunteering with the Washington Commanders as a game-day sideline assistant.

Ashley Rodriguez

2025 E Award Finalist

General Manager, Food Service | Operations, Boeing National Reconnaissance

A graduate of Johnson & Wales University and a seasoned hospitality professional, Ashley Rodriguez brings more than 20 years of experience across dining, hotels, supermarkets, museums, and business & industry environments.

Ashley joined Guest Services in 2016 and played a central role in launching one of the company’s largest government accounts, CHEFS, overseeing all 11 locations, designing commissary workflows, ensuring recipe consistency, and managing quality control.

He is also known for his technical expertise, having created reference guides for Workday, NextStep POS, inventory systems, and US Foods ordering, resources currently being used company-wide.

A devoted father, Ashley enjoys spending time with his two daughters, traveling, and watching football. His leadership, innovation, and people-first mindset make him an invaluable part of the Guest Services family.

Please join us in congratulating Kathy, Mike, Jeff, and Ashley for their remarkable achievements and for inspiring all of us to strive for excellence each day.

Ten Falls Supply Co. Brings Purpose-Driven Retail to Silver Falls State Park

A Brand-New Concept Built from the Ground Up

Ten Falls Supply Co. represents a first for Guest Services retail operations. Rather than inheriting an existing store, the team was given the opportunity to design the concept from scratch.

“Typically, when we are activating a new property, we are inheriting an existing retail operation, which can make it challenging to bring the store up to Guest Services standards,” said Mark Johnson, Director of Retail Operations. “Ten Falls Supply Co. was different. We were handed a blank canvas, and the result is our pure vision. All of our operational standards are in play, making this a prototype for our wilderness store aesthetic.”

That approach allowed the team to create a space that feels authentic to its environment, blending vintage hiking shop charm with modern functionality. Some visitors have compared it to a “mini-REI,” an assessment that aligns closely with the store’s mission.

Complementing the Park’s Existing Retail

Ten Falls Supply Co. was intentionally designed to complement, not compete with, the nearby South Falls Nature Store, which is operated by the Friends of Silver Falls State Park. The Nature Store focuses on educational materials and nature-oriented gifts in support of the park’s mission.

“They have a very clear educational focus,” Mark explained. “We wanted to address product categories that they do not carry, particularly hiking supplies. That includes trail snacks, hydration, trekking poles, first aid kits, and other active gear that visitors need to complete the hike safely.”

This collaborative approach ensures visitors have access to both educational resources and practical essentials while supporting the broader goals of the park.

Inspired by the Trail of Ten Falls

The store’s name is directly tied to its location at the trailhead of the Trail of Ten Falls, a designated National Recreation Trail and a 7.2-mile loop that passes ten waterfalls.

“Many visitors come specifically for the challenge of completing the loop,” Mark said. “We chose the name Ten Falls Supply Co. because we are the outfitter where hikers get what they need to complete that journey.”

Inside the store, guests will find items designed to celebrate the accomplishment, including apparel featuring a bold “7.2” and hats embroidered with “I hiked the Trail of Ten Falls.” These pieces are intentionally positioned as keepsakes that mark the achievement and encourage hikers to return after finishing the trail.

A Small Space Thoughtfully Curated

Despite its modest size, Ten Falls Supply Co. offers a wide selection of active gear and apparel. Roughly 40 percent of vendors are based in Oregon, and 60 percent of products are made in the United States. Imported items are selected with sustainability in mind and often use recycled materials or support environmental initiatives such as 1% for the Planet.

One notable example includes waterproof backpacks designed for Silver Falls’ rainy conditions. The bags are made from ocean-recovered plastics, co-branded with the Ten Falls Supply Co. logo, and produced by Got Bag, a Portland-based company.

“We have given each and every product in the store this kind of thoughtful consideration,” Mark said.

Local artists also play a major role in shaping the store’s identity. Designs from Portland-based artist Myranda Snyder, originally created for a bandana, now appear across apparel, magnets, mugs, water bottles, and other items featuring owls and Pacific tree frogs.

A Living Store Supported by a Dedicated Team

While opening the store was a major milestone, Mark emphasized that ongoing care is what drives success.

“We like to say every store is a living thing. It needs constant attention, from maintaining merchandising standards to restocking daily and reordering bestsellers,” he said. “Learning from customers and adjusting as you go is essential.”

He credited the Silver Falls team for continually refining the store and improving it each day.

With its strong sense of place, sustainable focus, and deep connection to the hiking experience, Ten Falls Supply Co. offers more than retail. It provides preparation, inspiration, and a meaningful way for visitors to remember their journey through one of Oregon’s most celebrated landscapes.