DeBiase named Lodging Employee of the Year
Keith DeBiase is Pennsylvania’s 2002 Lodging Employee of the Year. The Pennsylvania Tourism & Lodging Association sponsored this award, presented by Gov. Mark Schweiker on April 2, at the Loews Philadelphia Hotel.
The Pennsylvania Spirit of Hospitality Awards Program is an annual means of recognizing outstanding performance, commitment and achievements in the tourism and lodging industry.
DeBiase is Nemacolin Woodlands Resort & Spa head doorman and valet captain. He has been associated with Nemacolin Woodlands for five years. He was selected from a record number of nominees for his exemplary guest service, outstanding and unusual service to the property and community service.
Ron Cadrette, general manager of Nemacolin Woodlands, commented, “On behalf of the owners and management of Nemacolin Woodlands Resort & Spa, we are proud of the accomplishments of Keith DeBiase. Frequently, I have the opportunity to review guest comment cards and letters that reflect the pride, dedication and commitment demonstrated by Keith. His outstanding guest service sets a fine example for his fellow resort associates and industry colleagues.”
During DeBiase’s tenure, the resort has recognized him on numerous occasions.
During 2001, he was named Nemacolin Woodlands’ Associate of the Month twice. In the third quarter of the year, he was named Associate of the Quarter.
Leslie Walton, rooms division manager and DiBiase’s supervisor, recounted a number of examples of his quality and personalized service.
Her favorite story occurred in September, when Dr. David Herzog and his family of seven from New York stayed at the resort. On the third day as they were ready to checkout, DiBiase went to the garage to get their car. However, it wouldn’t start. After DiBiase explained the situation, Dr. Herzog hesitated to allow just any mechanic service his car – it was a custom-made design. After numerous calls, DiBiase found a towing company to have the car transported back to New York.
As for Dr. Herzog and his family, they were unable to rent a vehicle home. As a last resort, they booked some very expensive flights from Pittsburgh to New York City. When DiBiase was approached assist the family with transportation to Pittsburgh International Airport, he suggested to Dr. Herzog that he himself drive the family home from the resort in a van. DiBiase made the trip to New York City and back in one day (approximately 16 hours on the road) because the next day was a very busy one at the resort and he had to be at work.
In a letter from Dr. Herzog to resort owner Maggie Hardy Magerko, Dr. Herzog wrote, “There are no words to describe our gratitude to him (Keith) for this. It is unprecedented. Not one of my friends, family or colleagues would believe this act of kindness.”
Just one month before, Russ Craig, a guest at Nemacolin Woodlands, forgot his golf clubs at the resort. He realized this when he was almost home. He called Nemacolin Woodlands and within three hours, DiBiase delivered Craig’s golf clubs to him in Parkersburg, W.Va.
Other examples mentioned by Walton are things that Keith does as a part of his daily routine, such as, “Keith keeps an ear out when guests check into the resort. He always makes a point to alert the appropriate departments of guests here to celebrate an anniversary, a birthday or any other special occasion.”
Leslie added, “Friday afternoon is always a big check in time at Nemacolin Woodlands and Keith is usually the first person to greet our guests.
And, in the wintertime, if roads become icy and hazardous, DiBiase plows and salts them with his own truck and plow, often on his days off. He has also been known to wash the front driveway of the resort. Cadrette said, “It would be hard to imagine this resort without Keith DeBiase.”