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Spring 2005
PROPERTIES
TPI Spotlight
The Staybridge Suites of Bloomington, located at the corner of Interstate-494 and Normandale Boulevard, provides all of the comforts of home to business and leisure travelers.
Our new construction projects are proceeding quite well. In Rochester, our CourtYard by Marriott is topped out and all enclosed. What an impressive building and facility! This CourtYard will have a full-service restaurant, bar and meeting facility along with all of the other amenities youd expect from a CourtYard. Additionally, it has an enclosed private parking ramp integrated into the hotel. We are projecting an opening for late summer.
The full service Holiday Inn Hotel & Suites in Arbor Lakes (NW Minneapolis) is now scheduled to go through Planning Commission in conjunction with the entire next Phase of Arbor Lakes. The next phase is called The Fountains At Arbor Lakes with one large pond full of fountains and additional water amenities filtered throughout the development. Our Venetian themed hotel and water park sits right at the gateway to Arbor Lakes and on the shores of the large pond. The arrival at this signature hotel will be extremely dramatic. Our friend, Gary Sauer, has been instrumental in positioning the hotel in this location. In our next addition of the TPI Newsletter, we will be able to insert construction photos of this project. Our Green Mill & Conference Center in Willmar is venturing into new territory for TPI. Though many of our restaurants do delivery and some occasional off-premise catering, Willmar is going to put both feet into off-premise catering. We have invested in a kitchenon-wheels. This truck is currently being custom fabricated and should arrive soon. Our new business will be launched early summer and focus towards the more upscale catering needs in Kandiyohi county. I am also happy to report that our launching of Harvest Buffet in Austin last fall is off and running. This too is a first time concept for TPI. We are already achieving great customer satisfaction and profitability with sales trends showing growth. What a nice complement to our Torges Live nightclub at that location. Recently, we bought out our Limited Partner Investors at the Staybridge Suites in Naples, FL. The result is a more typical ownership and management scenario for TPI whereby TPI is now a 50% owner of the hotel and our partner is Ray DeAngelis. Additionally, TPI manages the hotel under contract. This opens doors for a lot of upside potential for the hotel and TPI. This was the only asset in TPIs portfolio whereby TPI had a minority interest in ownership. As a result, TPI either wholly owns the assets it manages, or at the very least has a 50% ownership stake. Though Naples had a happy ending, TPI has no intention of making future minority investments. I am excited about 2005 for all of us at TPI. I believe this is an exciting and great company to work at and make a difference at. We continue as a company to evolve our leadership abilities resulting in rock solid operations in each of our properties. Leadership sets the culture within each of our operations, and the associates take us home from there. We need both working harmoniously to achieve Outrageous Guest Service, and remember, You Have The Power! Tom Torgerson
...continued on page 6
Presidents Award
In Recognition Of Achieving The Greatest Percentage Of Growth In Income Before Fixed
Teamwork Award
In Recognition Of Maintaining The Lowest Rate Of Employee Turnover
Chairmans Award
In Recognition Of Achieving The Greatest Percentage Of Growth In Revenue
Closer Award
In Recognition Of Achieving The Most Exceptional Overall Fourth Quarter Performance
Perkins Austin
Perkins Austin
Presidents Award
In Recognition Of Achieving The Greatest Percentage Of Growth In Income Before Fixed
Torges Fairmont
Perkins Austin
Teamwork Award
In Recognition Of Maintaining The Lowest Rate Of Employee Turnover
Chairmans Award
In Recognition Of Achieving The Greatest Percentage Of Growth In Revenue
Closer Award
In Recognition Of Achieving The Most Exceptional Overall Fourth Quarter Performance
Continued from page 3, Mitch Looks at the Lighter Side... This past Friday, my wife and I were having dinner at this particular Green Mill. We were sitting close to the kitchen areawe were about 8-10 feet away from the man making the pizzas. In an effort to impress several children watching him, he kept tossing pizza dough higher and higher. Fine, no problem, have fun at your job. But it becomes a problem when he tosses the pizza over the glass barrier, over all of the children watching, and over the back of our booth and lands on my wife. Now while Im normally a pretty patient guy, when a pizza lands on my wife I tend to get a little p****d off. If Im at McDonald's and a fry comes flying out of somewhere, fine, I can handle that. However, I dont expect pizza dough to hit my wife in the head. Disappointing, to say the least, and I dont know if I can go back there after this experience. Humorous note: Thank goodness there wasnt pizza sauce on it! We could argue that in the vast majority of these situations, in principle we are not responsible for resolving the individual guests concerns. Any court in the land would side with us, but unfortunately no hospitality court exists today!. However, the correct thing for us to do is to work towards finding a way to ultimately satisfy these guests. In most cases a small investment in terms of a resolution, can create a lifetime guest in return. Some of the most loyal guests are created through the process of problem resolution, irregardless of who is at the source of the issue. As a matter of fact, when we help a guest out of a problem that they have created for themselves, without reminding them of that same fact, the potential exists for even greater loyalty. One final note; all of the above guest concerns were handled to the complete satisfaction of the contributing guests. Congratulations to each of the teams that did the whatever it takes. Final Note: Its not about who is right or who is wrong...its about satisfying our guests. Mitch
Unless you have a money tree, it only makes sense to keep your 401-k investment up to date with your financial goals.
And that process can be as simple as making contributions to your account. The Torgerson Properties Retirement Savings Plan allows you to make an election to have your account automatically rebalance on a quarterly basis. If you have not already elected your account to be rebalanced, the process is simple. You can call Alerus Retirement Solutions at 800-433-1685 and request an Account Rebalancing Form to be completed and submitted to your Human Resources office. Once you have done so, you will be reassured that your retirement plan is best allocated to help you realize your savings goals. If you wish to access your account online, you can log on to the following website: www.alerusretirementsolutions.com Click on the Participant Log In and enter your Social Security Number and PIN. If you need to create or reset your PIN, you can call 800-433-1685 and a Service Representative can assist you.
Tiffany Wimmer recently joined the staff at TPIs Administrations office. She most recently worked at the Comfort Inn of Willmar where she was the Night Auditor. Tiffany is a native of Litchfield, where she currently resides with her fiance, Jeremy. In her spare time she enjoys bowling, sewing and dancing. Of course, right now she is kept busy planning her September wedding. She has been a fantastic addition to the TPI Administrations team. Sheryl Walton says Tiffany has become our resident expert on chemical fertilizer. Welcome aboard Tiffany!
Terry Phillips has joined TPI as General Manager of our newest restaurant concept...Harvest Buffet of Austin. He has an extensive background in buffet-style restaurants through his four-year management experience with Old Country Buffet in the Twin Cities area. In his spare time Terry enjoys fishing on a quiet lake and also collects (and smokes) rare or hard-to-find cigars from all over the world. Terry has been an invaluable asset in developing TPIs first buffet restaurant. Welcome to TPI Terry, were glad to have you on the team.
The Austin Holiday Inn and Conference Center is pleased to introduce Sharon Kaplan as their new Director of Sales. Sharons background includes operating an in-home daycare, administrations with the Austin Public Schools and Marketing with the Xerox company. She and her husband Scott have four children and two grandchildren. Sharon enjoys wildlife oil painting, scrapbooking and reading. Welcome to the Holiday Inn, Sharon. The Austin crew is glad to have you on their team.
Ottos Feierhaus & Bier Stube is pleased to introduce General Manager Marti Bennet. Marti has a great deal of experience in the restaurant/lounge concept, most recently as the Food & Beverage Manager at the Best Western Hotel in Mankato. Marti also owned his own restaurant/lounge in Mankato for many years. He has quickly acclimated to New Ulm, as his first two weeks as General Manager were during Oktoberfest. Marti answered the bell, and has been a strong leader for the entire Ottos team. Welcome to New Ulm Marti.
Springhill Suites Rochester is pleased to introduce Ian Freeburg as their General Manager. Ian started in the hotel business when he was 19 years old as a bellman at the Sheraton Metrodome in Minneapolis. Over time he worked his way up to his most recent position as Front Office Manager at the Marriott of Rochester. Ian says he is married to my best friend and inspiration, Tracy, who has her own morning show on Fox Country 102.5 FM in Rochester. Ian is a huge Twins and Viking fan and enjoys hunting wild turkeys, pheasants and deer. Welcome to TPI Ian.
Another invaluable part of the Harvest Buffet grand opening team is Jean Hoeft. Jean joined TPI as Banquet/Kitchen Manager last fall, and has been a big part of the success of Harvest Buffet. Jean most recently worked as the Banquet Manager at the Red Wing Golf and Country Club. She and her husband Ross have recently purchased a home and relocated to Austin. Starting a new concept is always an adventure, but Jean has been instrumental in building a strong team and making the Harvest Buffet a success. Congratulations Jean.
The Holiday Inn and Super 8 hotels in Fairmont are proud to announce the promotion of Amanda Anderson to Assistant General Manager. Amanda started at the front desk of the Super 8 in December of 2000. She then crossed-trained and learned the desk, at the Holiday Inn, including both audits! She graduated with an associates degree in travel and tourism management from Iowa Lakes College in Emmetsburg, IA. She was promoted to Assistant General Manager in October of 2004 and has been doing a great job. Congratulations Amanda!
The Days Inn and the Holiday Inn and Conference Center of Austin take great pleasure in introducing Melissa Kuttner as their Assistant General Manager. Melissa says she enjoys camping and being able to be outdoors. She is also staying very busy planning for her upcoming wedding this November. Melissa has been a great complement to the Austin management team. Congratulations on your promotion, Melissa!
Perkins Restaurant and Bakery of Red Wing is proud to introduce Kitchen Manager Joe Allers. Joe, who was born and raised in near-by Lake City, MN, joined Torgerson Properties as a line cook while in high school in 2000. He enjoys fishing, hunting and bowling. In addition to his outdoor activities, Joe is a big NASCAR fan, naming #48 Jimmy Johnson as his favorite driver. Joe has been a great addition to the Red Wing management team. Congratulations Joe, and good luck in your Kitchen Manager position.
In July of 2004, Sue Blackstad joined the Perkins Fairmont team as the Kitchen Manager. Sues background includes over twenty years of restaurant experience. She has also worked as a certified athletic trainer for the past six years, most recently for the Fairmont Hockey Association. Sue is a native of New Ulm, MN and has lived in Fairmont for the past five years. She enjoys all sports, especially golf and darts. Sue loves the outdoors and spending time with family, friends and her dog, Bently. Welcome aboard, Sue. You have been a great addition to the Perkins Fairmont team.
The Austin Holiday Inn and Conference center is proud to introduce Molly Kennedy as the new Director of Catering. Molly possesses a great deal of catering experience, most recently as Catering Manager at the Marriott in Rochester. She and her family make their home in St. Ansgar, Iowa. Molly is looking forward to shortening her daily commute by a half hour each way. The entire Kennedy family are huge NASCAR buffs. They enjoy attending races whenever possible. Welcome to Austin Molly, were glad to have you on the TPI team!
The Staybridge Suites of Eagan welcomes John Neuser to their property as Chief Engineer. John has been with Torgerson Properties since 2000, and has worked at all three Eagan hotels. Johns previous position was in the engineering department at the Holiday Inn Express. Congratulations on your promotions, John. We all know you will do a great job!
A note received at the SpringHill Suites of Rochester... To the SpringHill Suites: Were thinking of how youve touched our lives. Perhaps youve never realized how your thoughtful, caring ways have made such a difference to others, and how your many small kindnesses have grown into ever-widening circles that have touched so many lives, especially ours. Were thinking of how youve touched our life and hoping that those many kindnesses will be returned to you each day; and remembering all of the things you do that make all of you someone special. Bill and Judy Curtis
A letter received at Hilton World Wide... I just wanted to let you know that the night audit person, Sherry, at the Hampton Inn Shoreview represents the best of what Hilton stands for. She was not only pleasant and extremely courteous at 6:30 am after a long evening on the job; she was absolutely vibrant and genuinely wanted to help me over the phone. She not only saved the day after I was indifferently treated over the phone at another location, but I then later cancelled twelve individual rooms of multiple nights stay at the Holiday Inn of Vadnais Heights and booked them at the Hampton Inn for a meeting I was hosting in town because of Sherrys commitment to her guests. After trying to get a reservation at the other location, I placed a call to your Hampton Inn Shoreview at 6:30am and yielded this chipper voice welcoming in the day to me, inquiring what she could do to assist me. Asking if anything opened up for that evening and letting her know how poorly I was treated by the other locations, Sherry went into action. She explained that she really wanted to help me, but couldnt commit to anything until 8am. She asked if I could call her back then or if I preferred, leave my cell number with her and she would call me back. I explained that I would be in flight at that time. Thats not a problem, as she assured me that I would have a voice mail from her when I landed. True to her word, the voice mail was on the phone confirming a room for that night and requesting that I call to confirm that I received the call. Calling in to the Hampton Inn, someone else answered the phone. I identified myself and was immediately told that they were expecting my call as Sherry alerted them to our conversation. Now thats customer service! When I arrived that evening and identified myself, the attendants response was Mr. Wenzel, welcome, we have been waiting for you. I hope you had a good flight. I had the pleasure of meeting Sherry personally the next morning and told her she was my Hilton Hero. I am pleased to say that I have cancelled my scheduled meeting sleeping rooms and since rebooked everyone at the Hampton Inn. I am confident Sherry will treat my meeting guests with the same warmth, respect and more importantly, with the same Hilton spirit. Again, thank you Sherry. Mr. Wenzel
A letter received at the Hilton Garden Inn of Eagan... We would like to thank you for all of the wonderful service you provided us for our wedding block the weekend of October 22-24. Your hotel was fantastic! We appreciate the professionalism of your staff, as well as all of the accommodations you provided to our guests. We had such a positive response from all of our guests who stayed with you. We also cannot thank you enough for the transportation to and from the reception. You hotel was so considerate, your staff even provided rides for our guests the following morning to go and get their cars from Buck Hill. We are also so thankful that your staff provided one of our ushers a ride to the church Friday night, after his flight arrived late so he could attend the rehearsal. Our guests were able to enjoy their evenings so much more, knowing they did not have to worry about driving. Thanks again for such wonderful service! We have informed Kraemers Catering, Buck Hill of the wonderful services you have provided, and they have recommended your hotel to their clients who are using their facility for weddings, etc. We will definitely be staying at your hotel and other Hilton hotels again! Jami Duncan
A note received by Marriott Guest Relations... I had the occasion to stay at the SpringHill Suites in Rochester, Minnesota and I had to write to tell you how pleased I was. The staff was efficient and friendly. They worked hard to assure our comfort. The premises were kept in excellent condition including the gardens, the lobby and the breakfast area. The manager and his entire staff could not have done more to please us. Ms. Joanellen Walsh
A letter received at the Staybridge Suites of Eagan... Just a note to applaud your facility and staff. My wife, son and his wife and sick granddaughter stayed last Wednesday through Sunday. We had just helped them move from Ithaca, New York to Minneapolis and chose to stay at the Staybridge Suites in Eagan. While my wife and I cared for our grandchild, our son and his wife made appointments to tour homes and duplexes and traveled about with cell phones. Did the internet come in handy? Did two lines in the room get used? Did having a two-room suite work with a crying, ill child? Did the kitchen come in handy? All I can say is a big Thanks to your staff and your excellent facility for an excellent stay. Larry Debbert and family
A letter received at the Holiday Inn of Fairmont... As you may know, our wedding reception was held at your hotel on February 12, 2005. The reception was held Saturday night, and we had a large number of out-of-town guests staying at the hotel on Friday and Saturday nights. We wanted to let you know what a great job your staff did for our wedding. We were very pleased with the effort made by every department, and we wanted to thank all of you staff members who helped make our day special. I wanted to especially thank the catering staff who worked the reception. They did a great job of taking care of our guests. We had many compliments on the food and the service at the reception. You have a great team, and they worked very hard to take care of the details and make our guests feel welcome. Please pass our thanks to your employees in housekeeping, catering, front desk, guest service and all other departments. Sincerely, Carla Rock
A true story from the Hilton Shoreview... Living in Minnesota has taught all of us that the cold can be a cruel and unwelcome guest during the winter. Unfortunately, sometimes unfamiliar visitors are unaware of just how cold it can be. During a visit this past winter, two gentlemen from Australia were staying at the Hilton of Shoreview and, unbelievably, they were walking almost a mile to their destination in 25 degree below zero temperatures and 40 mile-per-hour winds. To top things off, neither of the guests were wearing a jacket! They were obviously unprepared and not familiar with the weather conditions that we regularly experience here in the ice capital of Torgerson Properties...Shoreview. Sheila Stuart, Director of Catering and Josh Porter, Guest Service Agent, made sure that both guests were picked up by the hotel van and delivered safely to their destination that day, and for the rest of their stay. We hope this service left our Australian friends with a better memory of their trip to Minnesota.
An e-mail received at the Hilton Garden Inn of Eagan... People will find time to complain, but seldom do they bother to give a compliment. I would be remiss if I did not write in and inform you of a fine experience I had at your Hilton. On September 18th I checked in at the Hilton Garden in of Eagan and was greeted by two pleasant women at the desk. One was just finishing her shift and was about to leave and the other remained on duty and checked me in. After checking in I had to return to the front desk for several other transactions and was again treated in a very friendly manner. I was so impressed that I asked for her card. Her name is Valerie. I am a member of the Hilton Seniors and do a lot of traveling in the US and abroad, always staying at Hiltons whenever possible. I must say that Valerie is a great asset to the Hilton Garden Inn. She leaves customers with a warm feeling of hospitality and greets them with a big smile. I would appreciate it if you would compliment her on behalf of my wife, myself and my niece who also checked in the same day. Seldom do you find such dedicated employees working in this capacity. Richard C. Michaels
The Staybridge Suites of Bloomington (Hotel of the Year) and Perkins Restaurant & Bakery of Austin (Restaurant of the Year) took top honors at the Torgerson Properties 2004 awards banquet. The Austin Holiday Inn and Conference Center was host to over 100 management-level personnel representing all thirty-two TPI properties as well as the central administrations office. The evening began with a brief social hour, followed by a buffet-style dinner featuring Mexican, Asian, Italian and American Favorites. A chocolate fountain created a unique and very popular dessert option. After dinner, it was on with the show! Nine different properties received awards that recognized their outstanding performance during the past year. Spotlights, a video display and heart-pumping music made for a memorable ceremony. One of the highlights of the evening was the presentation of the new Heart and Soul Award, recognizing the people who create the heart and soul of Torgerson Properties...the hourly associates (see page 14). It was certainly a night to remember, and created great anticipation for the 2005 awards banquet. Congratulations to all of the 2004 Torgerson Properties award recipients.
Construction of TPIs newest hotel, the Courtyard by Marriott, is progressing on schedule with an anticipated grand opening of late summer 2005. The hotel is located across from St. Marys Hospital in Rochester.
Above is the conceptual drawing of TPIs newest project, the Holiday Inn Hotel & Suites of Maple Grove. The hotel, located at the corner of Interstate-494 and Hemlock Lane is scheduled to break ground some time this summer.
The two newest additions to Torgerson Properties are the Courtyard by Marriott in Rochester (upper left) and the Holiday Inn & Suites of Maple Grove (upper right). To say that these new properties are going to be impressive is an understatement. The Courtyard by Marriott broke ground last fall just down the street from TPIs SpringHill Suites in Rochester. Located directly across the street from St Marys Hospital, the Courtyard is well-positioned to cater to the ever-growing demand for hotel rooms around one of the largest private hospitals in the world. This facility will feature 117 rooms built above an enclosed private parking ramp, full-service restaurant, bar, meeting facilities, along with all of the other amenities your would expect from a Courtyard by Marriott. It is sure to be one of the finest hotel facilities in the city of Rochester when it opens some time during late summer of 2005. The Holiday Inn Hotel and Suites, located in the next phase of the Arbor Lakes development in Maple Grove, promises to be an unmatched facility in the Twin Cities area. This Venetian-themed hotel will be situated at the gateway to Arbor Lakes, in the Fountains at Arbor Lakes phase. The architecture incorporates 136 rooms, and will complement the recently completed Shoppes at Arbor located directly across the street. Many of the 34 suites will feature exterior balconies. In addition, the facility will boast a full-sized water park, providing a destination for families from throughout Minnesota. Plans call for a late 2005 ground breaking.
Pramela Bharrat
Linda Gronewold
Fran Daniels
Ade Dowodu
Ron DeBoer
Patti Greseth
Sherry Mueller
Torgerson Properties Blazes A New Trail With The Creation Of Harvest Buffet
On Friday, October 15, 2004, months of planning and anticipation brought a dream to reality with the opening of Harvest Buffet, Torgerson Properties first endeavor into the buffet-style restaurant market. Located in the Austin Holiday Inn and Conference Center, Harvest Buffet has quickly become a destination for those people looking for great food and lots of choices for lunch and dinner. Each day at the Harvest Buffet features a unique menu theme. Guests can enjoy freshly prepared Italian, Mexican, Asian and American entrees, as well as many regular entrees served daily. Over sixteen different entrees and side dishes are available every day. The buffet also includes a salad bar with over a dozen different salad ingredients in addition to a selection of freshly prepared salads. After you have finished your salad and dinner, its time for the dessert bar, featuring hot and cold desserts as well as soft serve ice cream with all the toppings kids love. Recently, a Sunday brunch was added to satisfy the demand for a buffet-style, after-church destination. For one low price, guests at the Harvest Buffet have lots of choices and enjoy a complete, fresh-made meal including salad, dessert and beverage. The buffet concept has been a great addition to the Austin campus, and serves a variety of needs. Whether youre a business person looking for a quick, quiet meal, a group from the office with limited time for lunch, or a family hoping to find something for everyone, Harvest Buffet has just what youre looking for. Tour buses and convention attendees have also found the buffet to be the perfect complement to their functions. The next time youre in the Austin area, stop in and experience the Harvest Buffet. General Manager Terry Phillips, Kitchen/Banquet Manager Jean Hoeft and Assistant General Manager Deb Mason would love to introduce you to Torgerson Properties newest concept...Harvest Buffet.
The Austin team says good-bye to an era as they remove the old Torges Grille sign (left) to make way for the introduction of TPIs newest concept...Harvest Buffet (right).
This note on SpringHill Suites stationary was given to the crew at the SpringHill Suites in Rochester. Great job gang, Katie G. may one day be your most frequent guest!
Southern Living magazine recently chose Torgerson Properties Staybridge Suites of Naples, Florida as the best deal for a place to sleep in their annual Guide to Beach Trips on a Budget. Congratulations to the entire Staybridge Suites team for this national recognition.
Torgerson Properties, Inc. Waters Edge Professional Building 103 15th Avenue NW Suite 200 P.O. Box 1020 Willmar, MN 56201 Phone: 320-235-7207