Award Winners
Congratulations to all of the 2024 R.O.S.E. and R.I.S.E. Award winners! Have you received extraordinary customer service?
Nominate them here.
R.O.S.E. Winners
Sarah Arndt-Kranc
Receptionist
Lake County Parks, Crown Point
As the sole receptionist of such a diverse park system, the variety of questions Sarah tackles is truly remarkable. The staff often overhears her going above and beyond to find out the answers. From the common calls about unleashed dogs and fallen trees to the more unusual like a visitor's request to relocate a spotted albino catfish, she addresses every concern with composure and knowledge. Her ability to actively listen, empathize, and then relay the necessary information demonstrates her professionalism. Through it all, her kindness, intelligence, and genuine passion for Lake County Parks shine through.
Matthew Cervantes
Head Chef
Tiny’s Coffee Bar, Miller Beach - Gary
Becoming head chef was a big role for Matthew to step into, especially since 80% of his staff is under 21. But he has never let the restaurant down. People tell them their food is the best food they have ever had. One time a customer went in with every allergy possible and Matthew went to the table to work out a dish for them. They were so excited to have something in a restaurant they could eat and not get sick! Matthew can teach an 18-year-old to cook his recipes to perfection in a week. He works shifts he's not even scheduled to, just to make sure his staff is ok. If you need a ride home he's got you. He functions like he's family.
Louis “Lulu” Deluna Avila
Steward Supervisor
Hard Rock Casino Northern Indiana, Gary
Lulu demonstrates exceptional team skills in the buffet. He does not see things as my job or your job but looks at the overall big picture and delivers. When the buffet is short in the front of the house, Lulu consistently helps out. Guests recognize Lulu and his efforts and comment about his hard work and how much fun he has while there. When there is a birthday, he’s the first one to grab a few others to join him at the table for a Happy Birthday song. He is also so in tune with his job, that he identifies potential service breakdowns before they occur. It’s team members like Lulu who set Hard Rock above the competition.
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Brandi Jones
Breakfast Chef
SouthShore Drift Company at Hilton Garden Inn, Chesterton
Brandi Jones has helped transform the culture of this newly opened restaurant and has helped pave the way for repeated reviews and mentions on social media. One guest wrote a handwritten review about how delicious the food was, and even mentioned that they just spent a weekend in St. Augustine at the Embassy Suite Resort and Chef Brandi beat their food by 100%! Another guest had an issue with a flat tire. Not accustomed to shying away from a challenge Brandi calmed this deeply upset guest down, got her some breakfast, then changed the tire. She is truly a shining star and one we see only rising even higher.
Jeffrey Reeves
VIP Lounge Server
Hard Rock Casino Northern Indiana, Gary
Jeffrey plays such an important role in guest experiences and makes everyone feel like family. Guests go out of their way to commend him for the exceptional guest service he provides. One guest wrote, "Jeffrey in the Plum Lounge is the best! He always makes our experience feel like home when we eat there, and he remembers our preferences. He really goes above and beyond." Another said, "He's always on the go yet always has a smile on his face and time for a conversation." His positive attitude and willingness to assist his team and guests have made him an invaluable asset. Hard Rock is proud to have Jeffrey as part of their family.
Dan Reid
Historical Interpreter
Buckley Homestead - Lake County Parks, Lowell
Dan had an extensive array of experience in history and nature before he started volunteering at Lake County Parks. He enlisted himself in every opportunity offered and shortly after became part-time staff. Visitors have praised the programmers for their experiences during the Hands-On Field Trips. When asked what made the trip above and beyond for them, the parents noted Dan by name. They said their large groups of young children were a challenge and that Dan provided them with kind and respectful patience while working with them. It's such a gift to have staff like Dan who love the work they do and the community they serve.
Erica Rico
Customer Service Representative
Hard Rock Casino Northern Indiana, Gary
Erica always makes guests her main priority while at work. One guest said, "Erica is a joy. I love when she is working. She takes care of my needs and is always so pleasant, even when others are not. Keep her or clone her!" She is mentioned almost weekly in the guest service emails, and has been secret-shopped three times and received 100% each time. She is highly requested and respected in the High Limit room by guests and team members, and she is even their go-to translator. Erica and her husband have 10 children, which is a lot of work but you would never know that when she is at work. She is TEAM HARD ROCK all the way!
Kristin Smith
Lead Catering Attendant
Purdue University Northwest, Hammond
Kristin has been part of the Purdue family for more than 20 years! Not only does she take care of all internal catering for events, but external as well. One guest stated, "Every time I work with Kristin it’s a positive experience." Recently, Kristin dealt with a broken ankle, but that didn’t stop her. As soon as she could return to work in a walking boot, she gave 110%. In April 2024, Kristin led the serving team for more than 150 events and a record catering month of more than $100,000. She deserves to be recognized for all her years of hard work and dedication. Kristin truly does go the extra mile!
Jessica Tucker
Server
Hard Rock Casino Northern Indiana, Gary
Jessica has made many lasting relationships with her customers over the years. She delivers amplified service in every way possible, and can connect with guests while personalizing the service she provides. A few months ago, a guest with a tracheotomy waved her over to his table. He said he always feels like a burden with others due to his disability and not being able to speak on his own. Jessica made him feel happy and very welcome. She also made him feel appreciated. Jessica is consistently mentioned positively in surveys, and Hard Rock is proud to have her on their team.
Annette Williams
Security Officer
Hard Rock Casino Northern Indiana, Gary
Annette is an absolutely crucial part of our grave shift team. She can work nearly every position at a high level and is one of the most dependable officers on staff, which has earned her a permanent position in the high-limits room. Annette has received numerous accolades from guests praising her service and always has a smile on her face. She lights up every room she walks into and cheers on all the guests. Annette makes any team she is on stronger, not only because of her guest service, but also her kind and high-spirited personality. In the last two years, she has received 26 certificates of recognition.
Renee Zorica
Banquet Server
Lighthouse Restaurant, Cedar Lake
Renee goes above and beyond to create an amazing guest experience and is crucial to making the restaurant successful. The restaurant receives countless emails and reviews from almost every event they host on Renee. Her highest desire is to see everyone happy and having a good time, paying close attention to all of the small details that make an event special. She has never met a problem she couldn't solve. One person stated, “She is truly one of a kind and the best server I have had the pleasure of knowing!”
R.I.S.E. Winners
Kym Braine
Manager
Beachwalk Vacation Rentals
As soon as Kym stepped into this role, she has been a shining example of true hospitality. She knows every home and homeowner by name, and when the guests she's been working with for months finally arrive for their dream vacation, she is the person they are most excited to meet. Kym volunteered to be placed first on the overnight emergency line, so she is first to get notified of guest issues such as power outages and lock-outs, and never hesitates to help. Kym’s presence within the management team has not only outperformed Beachwalk’s expectations, but has also further enhanced their confidence to continue the company’s rapid growth.
Scott Brown
Table Games Manager
Horseshoe Casino, Hammond
Known for providing legendary service, Scott has a talent for resolving customer complaints and is proactive in bringing forth innovative ideas for business improvement. He has taken the lead on numerous projects and is a reliable resource for team members and guests seeking advice and support. Once when a guest was grieving, he provided food deliveries and rallied team members to assist as well. Despite battling illness and waiting for a double transplant, Scott chose to continue working, putting the well-being of his team and property above his own comfort. Scott's resilience and selflessness served as a true inspiration.
Barbara & Efrain Rivera
Owners
Songbird Prairie Bed & Breakfast, Valparaiso
From the moment you walk into Songbird Prairie, Barbara and Efrain make you feel welcomed and pampered. “When you stay here you become part of the family,” one guest said. “We had our honeymoon at Songbird and it was peaceful and heavenly. We wish we never left.” While celebrating their 50th wedding anniversary, one guest said the Rivera’s were very understanding of her husband’s mobility issues due to Parkinson’s. “We were never rushed to the breakfast table or departure for our dinner.” Another said, “Barbara and her staff made my niece's baby shower so accommodating. They did all the work and made us feel so special.”
Cameron Wild
Chief Engineer
Hilton Garden Inn, Chesterton
Cameron goes above and beyond the call of duty for his guests. During the Indiana Dunes Birding Festival, a guest from out of the country was not able to use Uber or Lyft. Without hesitation, Cameron offered to assist the guest to and from the Dunes Visitor Center each day using his app and even offered to drive them. He made the guest feel like family with his warm hospitality and outgoing personality, and said if they return to Indiana, they would stay at the Hilton Garden Inn again just because of his kindness. His care and consideration certainly impacted this guest and it's not something they will soon forget.