BOOK US contains the cultural beliefs of Trust Hospitality.Trust Hospitality is a professional full service Hotel management company. The organization exists to assist hotel owners in maximizing their investment value. Our Beliefs The Components of our Culture Our Guest Service StandardsOur Associate Communication StandardsQuality Six Improvement ProcessOur Dedication to CommunicationOur Beliefs The Components of our Culture Our Guest Service StandardsOur Associate Communication StandardsQuality Six Improvement ProcessOur Dedication to CommunicationWe are a unique company because we feel that in order to maximize the owners investment value, we need to invest in our associates. We regularly ask our associates what is most important to them in the workplace as well as inquire, how are we doing as a company. In a recent team discovery mission we asked the entire Trust population to defne our ideology or belief in other words, to talk about us. This book is the result of our company-wide efforts from the past to the present...CONTENTS. . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8914293032us 04CULTURE (kulchr) noun. The skills, customs, etc, of a given people in a given period. Improvement of the mind, manners, etc. Development by special training or care.us 05Youve made the right choice If you want to work for a company that has a culture that appreciates you as an individual. We believe that your personality and your talent will take us places we need to go!DID YOU KNOW? YOU ARE THE HEART AND SOUL OF OUR COMPANY.Weve made the right choice If you are extremely enthusiastic about what you do, are obsessed with the process of connecting with people and really want to have fun in the workplace.us 06When you are inspired by some great purpose, some extraordinary project, all your thoughts break their bonds; your mind transcends limitations, your consciousness expands in every direction, and you find yourself in a new, great and wonderful world. Dormant forces, faculties and talents become alive, and you discover yourself to be a greater person by far than you ever dreamed yourself to be.Patanjali, 1st-3rd Century B.C.us 0751234We are an organization committed to integrity, honesty and a passion for quality and innovation.We have associates that love the human race, are energetic, show their teeth and are proud of where they work.Wesupportanenvironmentthatallowsourassociatesto grow personally, professionally and fnancially.We create positive memorable experiences for every guest.We work hard and have fun in the workplace.BELIEFSus 08we profit by living these ideals. Culture is the glue that holds our organization together.Inallorganizations,formaland informalvalues,philosophiesandnorms, interactandoverlaptocreatethefabricwe call culture. Trust is no exception. Our values, philosophies and norms are so tightly meshed thattheyhavecreatedastrongculture,a uniquely us culture. Valuesaredeepseatedbeliefsaboutthe worldandhowitoperates.Theyarethe emotionalrulesthatgovernourbehavior andattitudes.Valuesdetermineourchoices, includingthosewemakeinanorganizational context.Valuedrivendecisionsdetermine organizationaloutcomesandacompanys operatingstrategy.Inanefforttohelpyou understandtheuniquenessofourculture,we haveidentifiedthedominantvaluesweve developed over time. These values - as defned inourcoreideologyare-integrity,honesty, passion, quality, innovation, love, energy, pride, memorable service, fun, and profts. Components of Trusts CultureHONESTY INTEGRITYWe strive to be truthful, honest and do the right thing in our dealings with associates, guests and vendors. We do what we say we are going to do and We are who we say we are. Integrity gives us trust & credibility, without which we have little if any infuence. We are open and genuine. We give up being popular for being truthful as we know that evasion of the truth enables associates and guests alike to continue operating with defciencies that are detrimental to their success and well being.us 09Nothing ever becomes real Until it is experienced.John Keats, 1818us 10SHOW THEIR TEETH Smile, smile, smile! We take the competition seriously, but not ourselves. Service that is fun and makes them laugh helps to insure our guests experience is lasting. RIDE We work together to create a community. Hard work pays off for our families we are happy to be here and it shows.EMORABLE EXPERIENCES Our guests must be spoiled! Seek to serve rather than be served. Treat others as we would like to be treated ourselves.UN Our environment fosters laughter, happiness, play, humor and creativity. We reject the idea that work has to be serious in order for people to accomplish great things. We believe that when our associates are having a good time, they are more stimulating and more themselves.ROFIT The belief that our companys proftability drives our companys growth and is directly linked to incentives and job security. Proftability is the key to shareholder return and a huge factor in Trusts credibility in the industry. We strive to help our associates learn how their individual contributions make a difference in what distinguishes Trust from a lot of other companies. We treat our associates like partners and owners, who not only have a right to this information, but more importantly, need to know it in order to do their jobs effectively.PMFPASSION We exhibit an intense and unwavering desire in everything we do. We jump in with both feet and play to win. We discourage timidity, hesitation and encourage optimism and creativity.UALITY We strive for excellence and continuous improvement in everything we do. We shall challenge our processes and our people to be better. We listen to our customers and associates and let it be known that everything is subject to change in the pursuit of excellence. NNOVATION We seek out change by allowing our associates to be themselves. We support diversity of thought and opinion as well as diversity in the make up of our workforce. Liberating our associates to express their true gifts and talents is one of our goals.OVE THE HUMAN RACE We choose to conduct business in a warm, attentive and caring way. Our associates are expected to care about people and act in ways that affrms their dignity and worth. Our associates live like this daily through kindness and patience when communicating with each other and our guests.NERGETIC We are lively, enthusiastic and moving fast. Getting things done and having a bias for action plays a huge role in our success.PQILEus 11. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . We dont care how it happened; lets just get it fxedAll employees are to promote guest relationsContinual career development for everyoneDiplomacy, courtesy, professionalism without superfcialityTeam player for the overall success of the companyEveryone must be approachableEveryone must be self motivatedEveryone must develop leadership skillsEveryone must continuously learn new skills Everyone must respect one another and be cordial Everyones voice must be appreciated & heardHeroic deeds are essentialManagement should do what they said they are going to doManagement should be made of high integrity peopleReliability is keyTalent is no excuse for bad behaviorTrue hospitality champions train hardLIKESus 12. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Abuse of power or positionAny disrespect from anyone to anyone elseBackstabbing Being late to meetingsBetraying secretsBullyingClients or guests who abuse our peopleCross departmental rivalry Dealing in blameFighting - at any timeGossiping, whining, complainingHiding from accountabilityLack of teamworkManagement through intimidationManagers who are not good coachesNon-compliance with standardsPeople calling in sick when they are notPeople who dont hold up their end of the dealPeople who try to make their own rulesScreaming at one anotherShirking or dumping responsibilitySlacking is not acceptableSpeaking badly about our guestsDISLIKESus 13STAND. . . . .OUR GUEST SERVICEThe ZoneThe 10 & 5 RuleMake Eye Contact & SmileSpeak First, Speak LastLooking Good! (The 3 Ps)Personally, Professionally, PropertyHit A Phone-Run!Show Up A WinnerCover All Your BasesKeep PracticingMake It HappenSay Yes!Give Them Your WordLook For MoreFriend For LifeMake It MemorableGo Above-and-BeyondInvite Them Back. . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . .1618192226CONTENTSus 14how do we do what we do so well?us 15The 10 and 5 Rule defnes the Zone. It is based on two imaginary circles that surround you at all times while on property. Picture yourself standing in the middle of one circle that is 5 feet from you and another placed 10 feet from you.THe. . . . .The 10 & 5 Ruleus 16 Know the power of your smile Visualize positive body language Use your smile as a sign that you are there to help (Show Your Teeth!) Maintain just the right amount of eye contact (How much is too much?)The moment a guest enters the 10-foot zone you should stop your current work activity and. . . . .Make Eye Contact & Smile. . . . .Speak First, Speak Last Approach and greet the guests with a happy Good Morning or Good Afternoon etc. Make the guest feel importantuse their name, ask them questions about their stay Wish them well and when appropriate, thank the guest While in your Zone, tune out mental and physical distractions andturnyourentireattentiontotheguest.Makesureyou approach & greet the guest before they greet you and offer assistance before you are asked.When A guest enters the 5-foot zone, we...be yourself. use your personality!us 17personally Personally,bathing,brushingyour teeth,combingyourhair,avoiding heavyfragrances,applying deodorant,keepingyournails trimmedandchip-freeshouldbe routine.LOOKING GOOD!Looking great at all times is the responsibility of each of us. professionally Professionally, our attire or uniforms aretobeclean,freshlylaundered andproperlyftted.Theyshouldbe freefromholesortears.Personal phonesneedtobeturnedoff whileonduty.Polishyourshoes. Choosetowearsafeshoes.Limit yourjewelry.Beconservativewith yourhairstyle(trimmed&neat).Be tasteful with makeup and nail color. No gum chewing. Show your teeth!propertyAtourPropertywetakepridein pickinguplitter&straightening clutter, reporting stains, broken stuff orunsafeconditions,andusing equipment properly.. . . . . . . . . . . . . . .us 18inners show up with a winning attitude Good phone etiquette is a call away! (How do we show up a winner each & every day?)Todays guest is looking for an effcient connection. Winners maintain supreme phone standards by answering before the third ring with the proper greeting. The Trust standard greeting for all incoming calls is:Good (morning, afternoon, evening), Name of Your Property! Impress the caller with your style Always answer in a friendly tone and speak clearly, with energy.(Do you think that those associates answering the phone have some impact on the hotel?)Show up a winnerus 19HIT A PHONE-RUN!. . . . .>>. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Let the caller fnish their statement or question prior to respondingAvoid using slang wordsOffer your name to lend credibility and build rapportLet the caller hang up frstKEEP PRACTICING[Keep These Things in Mind:Internalcallsshouldalsobe metwithanunderstandable, enthusiastic greeting:Good (morning, afternoon, evening), HousekeepingLastly,asacallisbeing transferred, we want to say:My pleasure! Ask permission to put them on hold. Keep the caller informed if they remain on hold. Advise the caller who it is you are transferring them to or who will be calling them back. all your basesAlways use the callers name when you know it: Use Please and Thank you each and every time. Take good messages. Repeat back the phone number and message to assure accuracy. Please answer the telephone wherever it may be ringing.(Lets listen to how other businesses answer their phoneswhat are they saying to us as the customer?) Announce the caller and his/her request to whomever you are transferring the call. Properly receive a transferred call by acknowledging the callers name and request, and by giving him/her your name.Be sure the caller agrees to your next move.[us 20us 21Trust empowers Associates. The defnition of Empower is: To authorize, enable or allow. We want you to take the Initiative, which is defned as: The ability to originate or follow through on a plan of action or task. When you take Initiative and become Empowered, you Make It Happen on the job. makeit. . . . .Guest Service Standardus 22 Use your creativity Think of ways to do things better Set your expectations high First, listen to what they say (or dont say). Ask questions to be sure of yourself. Say, Yes! Look for ways to meet the most diffcult requests and handle immediately. (What does immediately mean to you? To our guests?) Overcome doubts by thinking Yes!be flexible when possible, look for reason to say yes! & use creative thinking in unusual circumstances.. . . . .Say, Yes!. . . . .Give ThemYour Word. Stay with a request until it is completed. Follow up & ask the guest if they are happy. Make commitments you know you can keep.Giving your word means that you own the problem or request all the way.Look for more... Deliver only your best each and every time Question a process or procedure that doesnt make sense or that doesnt work well.us 23UH-OH.Too often, frustrations associated with travel can bring out the worst side of the nicest guests.When things go wrong its your time to shine! We see problems as opportunities.us 24 Listen. Apologize (for problems). Determine course of action with the guest. Do it immediately on the spot! Get supervisor involved (if necessary). Keep the guest informed. Thank the guest.If the situation is very dramatic, Keep the following in mind: Remain calm; bring down the emotional intensity. Move the interaction to a private area, preferably an offce. We empower you to take action.take action & do the following:When faced with a guest complaint,other actions to take: Ask the guest to respond to basic questions, which helps lead them back to a more rational thought process. Avoid placing blame focus on fxing things to the individuals satisfaction. Let the guest know you are going to do everything possible to assist them, but you will require their cooperation. Be confdent about decisions but do not argue with the guest about company policy. Where profanity is being used, let the guest know that this type of language is unnecessary. Call for assistance if you feel in any way that you are physically in danger, especially where guests seem to be under the infuence of drugs or alcohol. Never take their emotions personally.Asaprofessionalyoucan turnanyproblemintoa meansforbuildingguest loyalty.Remember,easily turninganegativeintoa positiveisaskillthatis learned over weeks, months, years.(Doyoufeelthatwhenyou own the problem you own the guests stay?)us 25Makeit Help to create an unbelievable experience.1 Action + 1 Action + 1 Action = Happy guest Treat the guest as if you own the place. Personalize the experience, get involved. Remember them by name. Show your brilliance by being knowledgeable about your hotel, the neighborhood, local attractions, directions, etc.FRIEND FOR LIFEus 26We want to wish our guests a fond farewell. Give them a hearty Goodbye Mr. & Mrs. So & So. Show your teeth. Let them know we appreciate them and that we would like to see them again.We have yet to receive a complaint about over-delivering... Seek out opportunities to do more than what is expected, and theyll be talking about us to their friends.(How are we going to seek out opportunities?)andGo Above And Beyond! Always be at their service. Always add the special touches. Always do more than they ask. Always take them where they need to go versus pointing them in the right direction. Never ask the guest to do something you can do for them! invitethemThe way each guest is treated throughout their stay becomes the framework from which they will base a return visit. We want our guests to feel important and for them to know that we cannot wait to welcome them back. The art of creating a unique environment,anticipatingorrememberingourguestneedsandenthusiastically approaching each situation with a smile, will bring us this Friend for Life!us 27the greater danger for most of us is not that our aim is too high and we miss it, but that it is too low and we reach it.Michelangelo, 1475 - 1564us 28 I make myself available to my associates so they can talk with me. I know all of my associates names and speak to them by name each day. My associates talk often to me. I share information, including good news and bad, with my associates on a regular basis. I encourage associates to come to me with ideas and problems. I put aside what I am doing and give associates my full attention when they talk with me. I calmly thank associates when they bring me bad news. I sincerely thank associates for their ideas and input. I hold regular Listen and Respond sessions in order to encourage brainstorming and communication.naday-to-daybasisyouwillguidedbyyour PropertyManagementTeam.Thesededicated individuals are there to answer your questions, to show you the way and to make your transition to yournewjobeasyandfun.Manyareseasoned professionals that understand the industry, guest serviceandtheimportanceofbeingagood manager.YourManagementTeamisdedicated to 100% associate satisfaction! propertyOteamstandardsAssociateus 29 Everyone in the organization is responsible for continuous improvement. Everyone solves problems not just management. Anything can change if it will make it better. There are two kinds of customers at Trust the guest and the associate. Whatever does not meet or exceed customer expectations is not quality. Poor quality costs money. Top Management drives change for improved quality. To do whatever it takes to delight guests can only occur when associates work together, are trained and have the power to make improvements. All of us are dedicated to meeting our external and internal guests needs. Your personal commitment to a work environment that is based on quality is one of the most important things you will do each day on the job. (Who are your internal guests?)The Total Quality Management process is built on several key assumptions:us 30Phase1Select a team and introduce the basics.Phase2Identify the problem. Analyze data.Phase3Brainstorm solutions to the problem.Phase4Use the tools to evaluate the possible solutions. (Flow Chart, Pareto, etc.)Phase5Develop an implementation plan.Phase6Measure and track results.Improvement processQualitySixisacustomer-focusedstrategicandsystematicapproach tocontinuousimprovementinquality,serviceandinnovation. SIXus 31One method to let you know what is going on is done during our Meet and Greets.Another means of communication is the Associate Information Center.communicationThesebriefbutinformativedailycompanywidemeetings areaimedatpreparingyoutodeliverexceptionalservice by having all of the information you need to understand the daysdemands.Inthesemeetingsthegroupfacilitatorwill share with you the occupancy, arrivals, departures, in-house groups and VIPs. We also discuss our Beliefs, Guest Service Standards and Quality Six practices.A.k.aBulletinBoards.Thisdesignatedareaincludes LegalPosters,AccidentPreventionandSafetyTipsalong withGuestComments,SpecialRecognitionAwardsand CompanyUpdates.MakesureyouchecktheInformation Center monthly to see that you are current with what is going on at your property. Your management team is dedicated to continuous, on-going communication.[[us 32Also, look for the quarterly Newsletter, Trust Checks In! We welcome any articles, pictures, cartoons, jokes, recipes, words of wisdom & comments that you may have!Our Listen and Respond Sessions are conducted on a monthly basis and at different times at each of our properties. These informal meetings are conducted by managers with randomly chosen associates and last approximately 20 minutes. By keeping the size of the meeting small, attendees are encouraged to discuss all aspects of their job and perceptions of the property. This is your chance to make the management team aware of your feelings so that we may be proactive where you are concerned.Trusts Open Door Policy is a process by which you may go to anyone on your management team or the Trust management team to discuss what is on your mind. We welcome any and all concerns, questions or suggestions. Trust Corporate in Miami, FL (305) 537-7044www.trusthospitality.comYour management team is dedicated to continuous, on-going communication.us 33when you work you are a flute through whose heart the whispering of the hours turns to music. to love life through labor is to be intimate with lifes most inmost secret. all work is empty save when there is love, for work is love made visible.Kahill Gibran, 1883 - 1931us 34TURN WANT TO INTO CAN DOSimply think to yourself...I can control the attitudes, emotions and actions of complete strangers by my own attitudes, emotions and actions.I KNOW THAT WHEN I... Smile at others, they will smile back at me.Am kind to others, they will be kind to me.Am courteous to others, they will be courteous to me.Am friendly to others, they will be friendly to me.i see that if i... Frown at others, they will frown at me.Am mean to others, they will be mean to me.Am rude to others, they will be rude to me.Am hostile toward others, they will be hostile towards me.. . . . . . . . . .us 35I have received a copy of US - The Cultural Beliefs of Trust Hospitality. I know that taking positive action as described in US is what I must do as a Trust Associate & as a valued team member. Today, I participated in a training seminar and I am familiar with the following: Our Beliefs. The Components of our Culture. Our Guest Service Standards:The ZoneLooking Good!Hit A Phone-Run!Make It HappenFriend For Life Our Associate Communication Standards. Quality Six Improvement Process.Meet and GreetsCommunication Centers Listen & Respond SessionsOpen Door policyName: ____________________________________________ Date: _________________Property at which I work: _______________________________________________Trainer:_______________________________________________ cc/Associate fileus 36Nothing ever becomes real UNtil it is experienced.John Keats, 1818us 37Integrity is the foundation and honesty is the super gluethatbindsourteamtogether.Passionfor quality and innovation means that we are intensely enthusiastic about doing what we say we are going to do. Love... We are into you and your super-hero ability to be good to those around you by smiling, bycaringandbylivinginthemoment.Expand your mind and then enlighten the rest of us. Take advantage of company training-there is a log thats available. Make suggestions; take action, leapfrog aheadintoapromotion.Gueststhinkthereis something in the water because they cant wait to telltheirfriendsaboutthishoteltheystayedat... our guests thank us for a job well done. We like hearinglaughterandlaughingourselves. Theres something in this for each of us. The future belongs tothosewhoprepareforit.Integrity,love,living, learning, passion, laughter, smiling.us 38