Q: What Has Been Your Career Progression At The BRO^ADMOOR?

I started at The BRO^ADMOOR in July of 1968 as a Bellman, then I moved up to Relief Doorman, Bell Captain, Assistant Supervisor of Guest Services, and next to Senior Bell Captain. After the restructuring of the Department I assumed the position of Bellman again.

Q: How Do You Know You Belong At The BRO^ADMOOR?

I must belong, I’ve been here for 40 years! I have been named Bellman of the Year for Colorado Hotel & Motel Association (now Colorado Hotel & Lodging Association), The BRO^ADMOOR Employee of the Month, and The BRO^ADMOOR Employee of the Year.

Q: When Were You Able To Go Above And Beyond For A Guest?

I once drove to Denver at 2am to retrieve a bag from a rental car company for a guest. After all of these years it’s second nature to go the extra mile.

Q: What Has Been Your Career Progression At The BRO^ADMOOR?

I started in 1984 as a Cashier for the restaurants. Shortly thereafter I became the Dispatcher for the Security Department. Then I transferred to the Sales and Conferences office as a Receptionist and was then promoted into the position of Conference and Catering Assistant. Next I moved into the position of Assistant to the Resident Manager and General Manager and was then promoted into the position I still hold today—Assistant to the President and CEO.

Q: What Is The Most Satisfying Part Of Your Job?

Helping people and watching their response when they know they are cared for.

Q: How Has The BRO^ADMOOR Changed Your Understanding Of Guest Service?

By example—it starts at the top! Seeing how Mr. Bartolin (The BRO^ADMOOR President and CEO) serves our guests and staff is the most respectful, sincere, and genuinely caring example I’ve ever witnessed.

Q: What Has Been Your Career Progression At The BRO^ADMOOR?

I started at The BRO^ADMOOR in March of 1986 as a Restaurant Busperson, then Waiter, then Head Waiter. I was then promoted to Co-Captain, Captain, and next Lead Captain. Today I am the Banquet Administrative Assistant.

Q: When Were You Able To Go Above And Beyond For A Guest?

As a Floor Captain I was working with a meeting planner for a group. She was sick and had to stay in her room, so I arranged to have a meal delivered to her room. It’s all about doing the little things that make a big difference.

Q: How Do You Know You Belong At The BRO^ADMOOR?

I am a people person. Taking care of guests and employees feels natural.

Q: What Has Been Your Career Progression At The BRO^ADMOOR?

I started in Housekeeping in 2001, transferred to Convention Services in 2002, and then became a Banquet Server in 2003. I still work in the Banquet Department today.

Q: When Were You Able To Go Above And Beyond?

During an event I was bringing dishes to the kitchen and they were stacking up, so I stepped in to help. Although my job as a Banquet Server isn't to wash dishes, I look at my job as doing anything I can to make The BRO^ADMOOR better. Taking the time to help another department helped out the hotel and I was happy to do it.

Q: What Has Been Your Career Progression At The BRO^ADMOOR?

I first came to The BRO^ADMOOR in May of 2002 as a Summer Intern for the Concierge Department. After finishing school, I returned to The BRO^ADMOOR in May of 2003 and was hired as the Children’s Program Manager. I held that position for three years before being promoted to the Manager of the Concierge Department, which is my current position.

Q: What Is The Most Satisfying Part Of Your Job?

When one of my employees receives a great compliment from a guest, I feel like I have also achieved satisfaction. If my employees are doing a good job, that means I am doing my part as their manager.

Q: When Were You Able To Go Above And Beyond For A Guest?

What is unique and wonderful about the Concierge Department is that there is no limit to what we are able to do for our guests. Some of my favorite requests include assisting with a marriage proposal to setting up a Christmas Tree to make a child’s holiday memorable. Each interaction is an opportunity to go above and beyond.

Q: What Has Been Your Career Progression At The BRO^ADMOOR?

I started at The BRO^ADMOOR in December of 2003 as a Front Desk Agent. I was then promoted to Front Office Supervisor, and then to Assistant Front Office Manager. I am currently the Assistant Director of Housekeeping.

Q: How Did You Get Into The Hospitality Industry?

I grew up in a restaurant family and we owned two restaurants. Hospitality is in my blood. I am the 4th generation Rolla to work at The BRO^ADMOOR. My great grandfather, Giuseppe Rolla, (who came to the USA in the early 1900’s from Italy) was a Chef in the Main Kitchen; my grandfather, Frank Rolla, was a Server in the Lake Terrace Dining Room in the 1930’s; my uncle, Mike Rolla, is currently the Engineering Department Manger; my brother was a Chef in the Penrose Room for two years; and my wife, Mary, currently works in The Hotel Bar.

Q: What Has Been Your Career Progression At The BRO^ADMOOR?

I started as a Senior Front Desk Agent in June of 2006. In the next four to five months I plan to transfer to The Spa at The BRO^ADMOOR as a licensed massage therapist.

Q: How Has The BRO^ADMOOR Changed Your Understanding Of Guest Service?

The BRO^ADMOOR has made me understand that guest service is not only to satisfy a guest’s needs, but to also anticipate their needs and wants, and to go above and beyond their expectations.

Q: What Characteristics Are Most Important For Your Position?

An energetic, understanding, multi-tasker with a “can do” attitude is all you need to be a Front Desk Agent.

Q: What Has Been Your Career Progression At The BRO^ADMOOR?

I started as a Food Storeroom Clerk, one year later I became a Beverage Inventory Control Clerk, and then one year after that I became the F&B Storeroom Distribution Manager.

Q: What Is The Most Satisfying Part Of Your Job?

I would have to say the most satisfying part of my job is being able to see the end result - all of those smiling faces and the happiness of our guests.

Q: When Were You Able To Go Above And Beyond For A Guest?

I was running late for a meeting when a guest asked how to get to the main road on his bike. I didn't know the answer to his question, but I knew I could find out. It took a little extra time, but I soon discovered that there was a gate leading directly to the main road and it was open. I escorted the guest to the exit and he was very grateful to have found this path. I was a little late for my next meeting, but to know that I was able to assist the guest made it all worthwhile!