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Delaware North Companies Parks


Grand Canyon . Tenaya. Yosemite . . Fresno RC . Sequoia. Asilomar . Geneva. ... The Grand Canyon; Sequoia National Park; Yellowstone National Park; and ... – PowerPoint PPT presentation

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Title: Delaware North Companies Parks

Delaware North Companies Parks Resorts
Delaware North Companies, Inc. History
  • Founded in 1915 by 3 brothers
  • Charles, Marvin, and Louis Jacobs
  • Entrepreneurial spirit
  • Beginning of Sportservice and first airport
  • Emphasis on building strong client relationships

Delaware North Companies Today
  • A global leader in hospitality and food service
  • One of the largest privately held companies in
    North America ranked 169
  • Strong reputation in its industries
    hospitality, good service, travel and tourism,
    gaming and entertainment
  • Solid industry fundamentals with strong market
    position in North America and growing market
    position in key international sectors

DNC Companies
DNC Executive Team
Charles E. Moran Jr. President Chief Operating
A Tradition of Excellence
  • Guardian of 15 national and regional treasures
  • More than 300 million in annual revenue with
    more than 5,000 employees
  • Strong reputation with the National Park Service
    national, regional and local levels
  • Strong understanding of the bid process and key

DNC Parks Resorts History
  • Is the newest operating company and was founded
    in 1992 when Yosemite National Park was placed in
    our care.
  • Huge barriers to entry in national parks
  • Preferential right of renewal
  • Possessory interest.
  • Yosemite opened up for bidders under unusual set
    of circumstances
  • Yosemite Bid process
  • Year to develop
  • Many risks financial and operational
  • Five proposers
  • Beginning of Delaware Norths environmental

  • A company is born
  • A new way of doing business in National Parks
  • Environmental
  • Interpretation
  • Culinary
  • Customer Service
  • Most important strong partnerships with our

  • After Yosemite, more state and national park
    contracts are won.
  • In 1995, NASA awards operation of the Kennedy
    Space Center Visitor Complex to Delaware North.
  • Delaware North helps reform manner in which U.S.
    National Park Service contracts are awarded.
  • Delaware North becomes first U.S. hospitality
    company to receive ISO 14001 registration.

  • Delaware North becomes a hotel owner in 2001 with
    the purchase of Tenaya Lodge near Yosemite.
  • This paves the way for companys entrée into
    third-party management of distinctive destination
    resorts in singular locations and additional
    ownership opportunities.

DNC Parks Resorts Org Chart
Kevin Kelly President
William Moore KSC
Christian De Vos Vice President Food Beverage
Brad Anderholm COO
Dan Jensen COO Yosemite
Deb Collins Vice President Sales Marketing
Scott Socha Vice President Finance Business
Andy Grinsfelder Fresno Ops Reservations
John Svec Director of Business Development
Patrick Sheridan Regional General Manger
Paula Halligan Director of Retail
Derek Zwickey Regional General Manager
Deb Friedel Director Stewardship Sustainability
Catherine Kaminski Lead Operations Analyst
DNCPR Map of Locations
. Harrisn Hot Springs
.St. Marys Lodge
. Yellowstone
Niagara Falls .
Gideon Putnam Hotel

Geneva .
. Jones Beach
. Tenaya
Yosemite .
. Fresno RC
Asilomar .
. Sequoia
. Grand Canyon
. Old Town Sand DIego
. Kennedy Space Center
DNC Parks Resorts Clients
  • Wide range of clients
  • National Park Service
  • NASA
  • New York State Parks
  • California State Parks
  • Ohio State Parks
  • Asset Owners

Stewardship and Hospitality
  • It began with a strong understanding of the needs
    and desires of our customers. With this as our
    benchmark, we have defined our mission
  • To provide Stewardship and Hospitality in
    Special Places

Our Core Values
  • Stewards of the Environment
  • Stewards of Historic Structures and Artifacts
    Entrusted to our Care
  • Stewards of Interpretation and Education
  • GuestPath
  • GreenPath

Core Competencies
  • Lodging
  • Food Beverage
  • Attractions Management
  • Recreational Services
  • Transportation Management
  • Conference Centers
  • Retail Operations
  • Sales and Marketing
  • Reservations
  • Facilities Management
  • Operations Support
  • Integrated Data Analysis

  • Our lodging experience extends from wilderness
    camps to luxury hotel suites to National Historic
  • Our goal is to provide our guests with
    exceptional experience that they will not only
    return for, but remember for generations.

Lodging Statistics - 2008
Food Beverage
  • As a member of the Delaware North family of
    companies, we have been involved in preparing and
    serving all manner of food, from snacks to gala
    dinners, for more than 90 years.
  • Our operations encompass the entire spectrum of
    food and beverage service from cafeterias and
    casual restaurants to gourmet dining.
  • A culinary team led by American Culinary
    Federation certified chefs is in place at
    every property

Apprenticeship Training Program
  • The Balsams Grand Resort hotel adopted the
    National Apprenticeship Training Program for
    Cooks and Pastry Cooks in 1978.
  • The program was started to train the staff to
    operate with a high degree of professionalism
  • Since its inception dozens of students have been
    graduated by the program one of only 90
    American Culinary Federation approved
    apprenticeships still in existence.

Organic and Sustainable
  • Our chefs are committed to
  • Providing unique regional cuisine that is
    reflective of their regions, seasonal
    availability and their venues.
  • Listening to the needs of diners, responding to
    current trends such as the low-carb diet. 
  • Featuring items that are fresh and sustainable in
    nature, meaning that their production is good for
    the future of the environment.
  • Creating a total experience for guests delicious
    food, extraordinary service, pleasant ambiance
    and unique memories.

Attractions Management
  • We take great pride in the responsibility for our
    nations treasures. It takes a special kind of
    know-how to ensure people get the most from their
  • We are the stewards of some of the most
    celebrated attractions in the world, including
  • Kennedy Space Center Visitor Complex
  • Yosemite National Park
  • The Grand Canyon
  • Sequoia National Park
  • Yellowstone National Park and
  • Niagara Falls State Park.

Recreational Services
  • We manage a wide variety of programs that include
    summer and winter activities, such as
  • Recreational and instructional ice skating
  • Cross-country and Alpine skiing
  • Mountaineering and climbing schools
  • Stables
  • Rafting
  • Bike rentals and
  • Extensive tours.

Transportation Management
  • Through our work in Yosemite National Park and at
    the Kennedy Space Center Visitor Complex,
    Delaware North manages one of the largest fleets
    of vehicles in the United States.
  • We currently operate a variety of alternative
    fuel and hybrid vehicles in support of our
    environmental efforts.

Conference Centers
  • Our ability to attract and retain conference
    customers gives our business partners a
    substantial revenue stream in the shoulder

Retail Operations
  • Specialized retail is a major component of our
    business. High-end gift items, souvenirs,
    memorabilia, apparel, books, groceries,
    camping/mountaineering equipment, spa products
    and golf supplies contribute to revenue in excess
    of 100 million.
  • Each location in our care has its own identity
    and special historical, cultural and
    environmental significance.
  • We tell the story of each Special
  • Place where we operate

Sales and Marketing
  • Delaware North has partnered with some of the top
    travel professionals and agencies in the country.
    Our approach is based on maximizing the return
    for all sales and marketing initiatives.
  • Our set of resources and processes includes
  • Market analysis
  • Guest analysis at the household level
  • Revenue management
  • Distribution and channel management
  • Group sales and reservations
  • Public relations
  • Direct mail
  • E-mail and
  • Web development that is fully e-Commerce-enabled.

Online Marketing
  • In todays highly competitive environment and
    with many customers turning to the Internet to
    research and confirm bookings, we have focused
    many of our marketing efforts on online
  • We utilize solutions such as
  • Search engine optimization
  • Linkage programs
  • Web site reporting and analysis and
  • Return on investment tracking.

Outside Resources
  • We leverage opportunities for visibility and
    exposure by providing access to various other
  • Relationship with a national public relations
    agency that specializes in the travel industry
  • Partnership with market-leader companies and
  • Cross-promotion and sharing of expertise with
    other Delaware North companies such as sport
    stadiums and airport venues

  • Our central reservation center (CRES), located in
    Fresno, California, is a cornerstone of our
    success. The center has evolved into a full
    contact center, capable of not only handling
    incoming calls for reservations and information,
    but also managing
  • E-mail booking requests
  • Fax bookings
  • Group bookings, both individual call-ins and
    rooming lists
  • Outbound call campaigns and
  • Live chat for online web support.

Reservations Continued
  • The central reservation center has recently
    developed the newest in call center technology
    with a voice-over IP phone switch that allows for
    centralized management of call distribution,
    tracking and reporting, yet allows for
    decentralized workforce should a property be
    better served by handling some or all of its
    calls at the property.
  • Additional services provided by the Fresno
    operation include
  • Rate administration
  • Revenue and yield management
  • Distribution and channel management
  • Confirmation e-mails and letters
  • Spa, tour and recreational activity booking
  • Full productivity and conversation reporting by
    property and
  • Tracking of all marketing initiatives using
    unique phone numbers.

Facilities Management
  • We have a tradition of treating all of our
    properties, managed or owned, with the utmost
    respect. With responsibility for the continuous
    maintenance of each property, we have managed
    major renovation projects, as well as ground-up
    development. Historic properties that require
    specialized restoration pose no problem to
    Delaware North.
  • All Delaware North facility project managers are
    Leadership in Energy and Environmental Design
    (LEED) certified. LEED certification is a
    generally accepted sustainability building
    measurement tool.

Operational Support
  • Specialized departments within Delaware North
    provide support to each property and attraction
  • Accounting financial reporting, payroll
    services and support for all accounting matters
  • Internal audits ensure proper controls are
    implemented and maintained
  • IT support all packaged software for
    operations, area networks, Internet and intranet
    capabilities, installations, support, back up and
    standard point-of-sale systems for food and
    beverage, retail, lodging, etc.
  • Human resources recruitment, training programs,
    benefit and compensation administration, housing
    and current legal requirements
  • Insurance and risk management compliance with
    statutory requirements
  • Supply management national agreements and
    accounts with major vendors
  • Security management of crime risk, on-site
    inspections and
  • Legal licensing, review of all agreements,
    annual statutory filings.

Why Choose Delaware North Companies Parks
  • Because we are at home in special places. We are
    passionate people who think differently. Our
    dedication to the customer experience is as
    unique as the properties and destinations in our
  • We bring a unique management quality to each
    property in our care. We have a wide range of
    abilities to enhance our guests experiences and
    maximize returns
  • We offer a full array of attraction management
  • We offer a full array of hotel management
    services and
  • Most importantly, we are committed to the
    stewardship of each of these unique and special
    places, and to serve those seeking authentic,
    one-of-a-kind experiences.