INNSIDE

PROPERTIES
Fall 2004

The Hilton Garden Inn Of Eagan Shows Why There Is No I In TEAM

The Hilton Garden Inn of Eagan, MN was opened on June 5th, 1998. It is no secret that the hotel had a less than ideal opening, which has even been talked about by the Vice President of Hilton Garden Inn, Adrian Kurre. In addition to the chaotic opening, the hotel has had some struggling years and has seen managers and associates come and go. Jason Mercord, General Manager of the Hilton Garden, is excited to say that he believes this trend is over. With increasing FOCUS scores, SALT (Satisfaction and Loyalty Tracking) scores, STAR reports, Occupancy and Revenues, clearly the hotel has found a team that works well with it. The hotel has been in the top 10 for FOCUS scores over the past year. It is number one in its region for SALT scores in Overall Satisfaction, Loyalty, Intent to Recommend and Intent to Return. The hotels STAR reports have consistently been well over 100% on Occupancy and REVPAR Indexes which has proven strong revenues over the past twelve months. These positive trends are a result of the effort put forth by the entire team of associates and managers at the Hilton Garden Inn. It has always been said that in order to have a successful property, the management team's personality has to fit the hotels personality. Jason feels that the current team of Ronnie Lubich, Assistant General Manager; Bob Smith, Chief Engineer; Jean Marlatt, Director of Sales; Walt Pope, Kitchen Manager; and Marcia Hei, Director of Housekeeping; is a perfect match. If you've ever visited the Hilton Garden of Eagan, you will feel this personality the minute you step in the front door. This team works hard but has a lot of fun doing it! The management team's motto is "Take your competition serious but never take yourself serious!" One unique thing about the management team is that 3 out of the 6 are from the town of Prescott in the wonderful state of Wisconsin. So this is for them and TPI Regional Vice President Joel Vogler..."Green Bay Packers Rule!" Perhaps the most incredible thing about the HGI of Eagan is the associates. From desk clerks that clean rooms, help with meetings, do laundry and bartend, to room attendants that take pride in their work and even come back after they have left to clean late check-outs. Clearly, the positive attitude and team work covers all the ranks. ...continued on page two

TPI Spotlight

Jason Mercord (far right) and the rest of the Eagan Hilton Garden Inn Team take a moment together to pose for Innside TPI.

A Message From Tom Torgerson

Hello to all the Associates at TPI, the people that make this a great Company. Fall is upon us as I write this letter. Though this past summer has been cold and wet at times, it has been a "hot" one from the standpoint of experiencing strong revenues. Consistently, since last October, we have been enjoying strong revenue gains over prior year. June alone was up 8.1% over prior year Company Wide. Aside from a large scale unforeseen terrorist incident on our homeland, we believe the economy and hospitality sector should see continual ramping up of demand for a few years. And, even in the event of some catastrophic incident, we don't believe it would likely have the degree of impact that 9-11 had. On the development side of things we have the following updates: 1. Country Inn & Suites Willmar is open and being very well received.
Tom Torgerson Chief Executive Officer Torgerson Properties, Inc.

2. At the Courtyard by Marriott of Rochester, near Mayo's St. Marys hospital, we have let some of the bids already and will begin moving earth this fall. This will be the nicest hotel in the entire Rochester marketplace and have a significant restaurant and bar statement.

3. Holiday Inn Hotel & Suites & the Venetian Indoor Water Park Arbor Lakes / Maple Grove should be under construction late this year or early next year. 4. Our latest development project is a Hampton Inn downtown Minneapolis. We have negotiated with Hilton a six month exclusivity for the franchise to get a site under contract. It will take some time to develop this one, perhaps a couple years in total. As you all know, we continually reinvest in all of our hotels and restaurants. Some of the larger projects include the recently completed Phase II of our Torge's Live Sports Bar & Grill in Austin. The final phase, along with other enhancements, included an outdoor patio. Next, we will be repositioning the Torge's Restaurant in Austin as well this fall. In this case we intend to go beyond repositioning, and will re-concept and re-name the rstaurant to recognize this. I look forward to seeing the management teams at this years TPI Awards Banquet, where we will recognize some of the great achievements you have made over the past year. I wish all of you nothing but the best throughout the rest of 2004. As always, remember "What Ever It Takes For Outrageous Guest Service, You Have The Power".

Friends Of SpringHill Rochester Say I Do

Ever since an unfortunate accident several years ago, Bill and Judy Curtis have stayed with the SpringHill Suites of Rochester while visiting the Mayo Clinic and St. Marys hospital. Over the years they have become very good friends with the entire staff. Their always-positive attitude is very contagious, and inspiring to the entire staff and even to other guests in the hotel. During their last visit to Rochester, which lasted over a month, Bill and Judy decided to get re-married right here in Rochester! Congratulations Bill and Judy. Thanks for being part of the Torgerson Properties family...from your friends at the SpringHill Suites of Rochester. ...Hilton Garden Inn continued from page one In addition to the great staff, the Hilton Garden Inn claims that their success is also linked to the amount of involvement the hotel has in the community. Jason is the current Chair for the Eagan Convention and Visitors Bureau, and also is on the Board of Directors of the Northern Dakota County Chambers of Commerce. Jean is Chairman of the NDC Ambassadors and sits on the steering committee for the NDC and is chairman of the Entertainment committee for the NDC Charitable Foundation. Although the investment of time may be high, the awareness of the hotel that has come from these relations has had an incredible impact on the hotels success. It is truly rewarding for all of the staff at the Hilton Garden Inn of Eagan to see the results of their hard work and team cohesion. This team attitude is not limited to just the hotel. Many times you will find HGI Eagan managers or associates at other properties helping out and vice versa. It is important to remember that we are all part of the TPI family and we need to take advantage of other teams knowledge and resources. The Hilton Garden Inn of Eagan would like to thank everyone in the TPI family for their continued support and encouragement. In Eagan, there is certainly no I in TEAM.

Shoreview Campus Celebrates Spring

The Shoreview campus hosted their annual Spring Fling on Sunday, June 6th, on the front lawn of the Hilton Garden Inn. The event was attended by staff and management of the Hampton Inn, Green Mill and Hilton Garden Inn of Shoreview. Associates and their families enjoyed burgers and hot dogs grilled by Bruce Kutzer (HIN Chief Engineer) and Ron Flatten (GMS General Manager). There was face painting done by Kory Lesnick (HIN Director of Sales) and water balloon fights enjoyed by kids of all ages. Marge Hanlon (HIN Executive Housekeeper) won the prize for the being the soggiest in the water balloon fight. Katalinas Karaoke kept us entertained with fun summer music, and a few brave souls even stood up and sang their favorite songs. The biggest hit of the afternoon was the giant moonwalk, where kids were able to bounce the day away. There was even a drawing where Amber Rose Bjerke (HS Guest Service Representative) won a DVD player. The Shoreview team was glad to see that Joel Vogler (TPI Regional Vice President) and his family were able to stop in and enjoy the event as well. The Shoreview campus loves to party!

A happy smile in Shoreview!

A Message From Mitch Peterson

In the last newsletter I wrote about the need for us to elevate guest service to a whole new level in order to retain our competitive edge. The message was a simple reinforcement that we needed to exceed our guests' expectations at every level in an ever-changing industry. As I sat down to write a quick note for this newsletter, I began to wonder how TPI has responded to the challenge I wrote about. It struck me that I had received many responses through "TPIOpinions.com" over the past six months, so I took some time to review what our guests have had to say. After reviewing all of the guest feedback I am encouraged that, as TPI Associates, you not only understand the "importance" of exceeding our guests' expectations but, more importantly, you understand "how" to do get it done. After taking the time to review the many responses it seemed appropriate that I share some excerpts with you. After all, this feedback was generated as a result of your efforts: "I like staying at your property. Always clean and the staff really are nice. Anytime I stay at this end of the cities, I always try and stay here. Please keep up the fine quality."

Mitch Peterson President Torgerson Properties, Inc.

"I can honestly say, the staff is the friendliest and most helpful I've metThank you for instilling in your people that customer service is a lost art and really makes a difference after a long day of travel or work. Even though I've got to drive further to my current client, the customer service here made me come back." "Absolutely everyone at the hotel went out of their way to be friendly and make sure that my stay was going wellGood service appeared to be the main concern of the employees, from the front desk, to room service, to the restaurant." "I will absolutely return again, with great joy. Thank you for staffing your facility with such an exceptional group of people." "Your staff here is great-very responsive!! From the front desk to the cleaning & maintenance staff. We will definitely stay here when we return in October." "Just a quick note to thank you again. Thank you for your help in pulling off a great ceremony and reception for Renee and Brian. You can use us as a testimony as to your expertise, i.e., you guaranteed the food would be great (it was WONDERFUL)." "Recently we have had so many mediocre to really poor experiences at hotels that I was beginning to wonder if the hotel industry had simply removed all quality from its business model, or if our standards were just too high. Then we stayed at your hotel and it is hard to list everything they did rightmany more expensive hotels could not make these simple things happen. This hotel continues to meet or exceed our high standards and is a real pleasure to stay in. Thank you for a job well done." The service and support that each of you provide for our guests on a daily basis is undoubtedly the absolute backbone of TPI. Collectively, you are "TPI" and your efforts can, and do, make a difference with each of our guests. I write this note to thank you for "going above and beyond" on a daily basis, and I challenge you to continue to raise the bar in offering "outrageous guest service"!

On The Move With TPI

Allison Braaten joined the Staybridge Suites Eagan team in January 2004 as the Executive Housekeeper. Allison graduated from the University of Wisconsin-Stout in December 2003 with a degree in Hospitality and Tourism Management. Allison recently married in May 2004, and she managed to come back to work after a week in Hawaii! Welcome aboard Allison, we know you will do a great job.

In May 2004, Judy Hagan was promoted to Executive Housekeeper at the SpringHill Suites of Rochester. In her three years with TPI, Judy has held the positions of Breakfast Server, Front Desk Agent, Night Auditor and Housekeeping Supervisor. When asked about her versatility, Judy said, I really like working in the different positions of the hotel. I like the front desk because it allows me to keep in touch with the guests more. Some stay for an extended time so your really get to know them. I am excited about my new position because we have a great team!

Travis Hagen joined the Holiday Inn Express crew at the end of June. Along with his history of maintenance positions, he recently worked at the Best Western Kelly Inn and Country Inn and Suites of Coon Rabids. Travis has his hands full with various extra curricular activities including fishing, snowmobiling and riding his motorcycle. Speaking of On The Move, Travis and his girlfriend, Heidi, are expecting their first child in January. Best wishes on the new job, Travis, and congratulations on the baby!

Sayid Hassan has been a solid member of the Holiday Inn Express in Golden Valley team since 2002. His leadership and incredible service skills quickly promoted him to Front Desk Supervisor. Recently, Sayid has been on the move again. He has taken over the housekeeping department as the Executive Housekeeper. What is next? Assistant General Manager? Congratulation Sayid, and best of luck in your new position.

Janet Demuth was recently promoted from Front Office Supervisor to Assistant General Manager at the Staybridge Suites of Eagan. Janet has worked at SSE since May 2002, first completing her college intern, then as Executive Housekeeper, to Front Office Supervisor, and now continues as Assistant General Manager. Janet and her husband Kelly just welcomed a new addition to their family, as their daughter Hayley was born in April 2004. Congratulations on your continued advancement Janet, and good luck with your new position.

The Hilton Garden Inn of Eagan is proud to introduce their new Director of Housekeeping, Marcia Hei. Marcia left her reservations job at Treasure Island Resort to come and tackle the many opportunities the Hilton Garden Inn of Eagan has to offer. Marcias high standards and hard work earned her department 100% on guest room cleanliness on their most recent quality assurance inspection. Congratulations to Marcia and the entire housekeeping staff. Marcia lives in Prescott, Wisconsin and has a four year old daughter named Alayna. Welcome to the TPI family, Marcia!

On The Move With TPI

Valerie Beahm has decided to hang up her Auditor hat and accept the position of Front Desk Supervisor at the Hilton Garden Inn of Eagan. Valerie did her internship at the Hilton while attending the Minneapolis Business College. With her high energy and service attitude, it was easy to tell right away that Valerie would be a good fit for the Eagan team. Valerie has spent the last year as the Night Auditor and was eager to accept her promotion. The management team is excited to see Valerie transition into her new role. Congratulations Valerie!

Perkins Restaurant and Bakery of Red Wing is pleased to introduce Dereck Momany as their new General Manager. Dereck joined TPI in July. He has many years of experience in the restaurant industry, with six of those years at various Perkins Restaurants across the nation. Most recently, Dereck was General Manager at the Broadway Pizza of Woodbury, Minnesota. Derecks experience and always-positive attitude will be a great addition to the Perkins Red Wing team. Congratulations, Dereck. Were proud to have you on the TPI team.

Those of you that have been with Torgerson Properties for a while know that Jennifer Stinson is a familiar face. She joined the Holiday Inn Express of Golden Valley in 1996 as the Executive Housekeeper and has demonstrated amazing leadership along with a drive for perfection. In June, Jennifer was promoted to Assistant General Manager and has implemented the leadership she is known for. Congratulations Jennifer, HIM is excited to see those service scores climb.

In July, Grace Thomas was promoted to Assistant General Manager at Ottos Feierhaas & Bier Stube of New Ulm. Grace came to Ottos from the Best Western Hotel in Mankato, where she worked as a Server, Bartender and Restaurant Manager, as well as working in the catering office and booking upcoming events. Since arriving at Ottos, she has continued to wear numerous hats while helping with banquets, the bar and the operation of the restaurant. Her experience and knowledge of the restaurant industry has been a great addition to the Ottos team. Congratulations Grace!

Angela Evola has just joined our team at the Staybridge Suites of Naples as Director of Sales. Angela is a Michigan State University alumni with a major in Hospitality Business. Her experience has been in both operations and sales. She has worked for such brands as Hilton, Ramada, Best Western and Marriott Hotels. Angela moved to Naples from Grosse Pointe, Michigan and is enjoying the warm weather. We are very excited to have her on the Staybridge Suites Naples team. Her knowledge, experience and personality are a great asset to the hotel as well as TPI.

In June, Keith Kinney was promoted to Campus Chief Maintenance Engineer at the Austin campus. He has been with TPI for over four years, and has 14 years of maintenance experience overall. Previously he worked with the Maplebrooke Golf Course and APCOA in maintenance. He enjoys fishing and camping in his spare time. He and his wife just recently celebrated their twelfth wedding anniversary. The Austin campus is delighted to have Keith lead the maintenance team. Congratulations Keith. Go Austin!

Get To Know The Staff At Country Inn & Suites In Willmar

Travis Szczesniak, (upper left) not to be confused with Trevor , is the General Manager of Torgerson Properties newest hotel; the Country Inn & Suites of Willmar (CISW). He resides in Willmar with his wife Nicole, one-year-old daughter Avery and also has a baby due on August 15th. Travis comes to TPI from the Super 8 next door, where he was the General Manager. He has spent time as Payroll Manager for Schwan's Sales Enterprises in Marshall, and has been the Operations Manager for Farm Service Elevator in Willmar. Past bosses from both of these locations stay at CISW. He enjoys sports and more sports, whether participating or just watching. Travis boldly predicts a Super Bowl appearance by the Vikings this season. Andrea Balboa (upper right) comes to CISW from the Days Inn, where she helped guide the team to a Chairmans Award in 2003 as the Housekeeping Supervisor. She picked up where she left off and is leading by example with her sharp eye and quality work. She has already had numerous outrageous guest service moments, but topping the charts so far was cleaning the windshield of a guests car that had a deposit left on it by a generous bird. The guest was so pleased, and had never seen this type of kindness before. Andrea resides in Willmar with her husband Ben and their little pride and joy, Tina. Her hobbies are cooking, cleaning (imagine that!), sewing and she is also active in her church. Danielle Echola (lower right) was recently promoted to Front Desk Supervisor. She joins the TPI team after working in supervisory roles at Office Max, ASI Pets and Cashwise Floral, all of Willmar. She knows Willmar inside and out, and is the core of a solid front desk team. Danielle resides in Willmar and is pursuing a second degree at Ridgewater College, this time in Computer Design. Her hobbies are playing with her pets (shes a lover of animals), catching KMS Laker baseball games (area town team) and hanging out with friends. Lance Remund (lower left) is the Maintenance Engineer for CISW and comes via Ridgewater College, majoring in Electronics. He has performed in miscellaneous groundskeeping projects and also worked in the mailroom for the college. Lance has a background in groundskeeping, electronics and machinist work. He resides in Willmar and he enjoys going to the lake, (although he heads north to the Ottertail area instead of the beautiful Willmar Lakes Area) working on community projects, sports and is active in his church. Many kudos to these individuals for their outstanding efforts in getting the new Country Inn & Suites of Willmar off and running, and to the rest of the Country Inn & Suites of Willmar team for making the opening a smooth transition. Everyone at TPI welcomes you to our family!

Shoreview Care Committee Cares

The Hilton Garden Inn of Shoreview has begun to care even more...The Care Committee gathers once a month to discuss ways to improve guest scores, increase communication between departments and plan special events for the team players. The committee consists of Lloyd Taylor (Maintenance representative), Dee Ncube (Housekeeping representative), Melanie Germain (Front Office representative), Evelyn Nutt and Joanne Olson (Food & Beverage representatives). Since the Committee has been formed, the scores for overall guest satisfaction have increased by 3%. The committee enforces great service or teamwork by awarding the team member with a Pavilion Dollar. The Pavilion Dollars can be used towards items from the Pavilion Pantry or an associate breakfast. Its a fun motivator and a great way to say thanks! The Care Committee has organized social activities such as a bowling party for the team and is currently working on an outing to see a St. Paul Saints baseball game. Thank you to everyone involved in the Care Committee for all of your great ideas and commitment towards the Hilton Garden Inn of Shoreview!

Amy Ottinger and Rebecca Guan take a break from the bowling party organized by the Hilton Garden Inn of Shorview Care Committee.

Bloomington Staybridge Suites Gets The Diamond

The Bloomington Diamond Service Awards are produced by the Bloomington Convention and Visitors Bureau, in partnership with industry representatives. The awards salute outstanding customer service employees in tourism, hospitality and retail industries. The awards ceremony celebrates and rewards those who enhance Bloomingtons reputation as a friendly, world-class visitor destination.
Laura Ermini, Virgil Jones and Pramela Bharrat were recognized for their outstanding performance in Guest Service and Food Safety.

Employees from Bloomington hotels, restaurants and retail establishments are nominated for the award, then each candidate goes through an interview process. These prestigious awards are then given out at the Gala Awards Ceremony each March. It creates an evening at the Oscars in Bloomington. This year, at the 8th Annual Diamond Service Award ceremony, the Staybridge Suites was nominated for two awards. Virgil Jones and Laura Ermini were nominated in the Best Hotel Reservations/Guest Service Agent category. In addition, the hotel was nominated for the Food Safety Award for a Class C License. The entire team at the Staybridge Suites extends a big Thank You to Pramela Bharrat for all of her hard work towards cleanliness and food safety. A drum roll please.....The Staybridge Suites is proud to announce that Virgil Jones received the Diamond Service Award. This is a very esteemed award, and indicates a high level of excellence. Congratulations to Laura Ermini, Virgil Jones and Pramela Bharrat for all of their hard work and dedication at the Staybridge Suites of Bloomington.

The Staybridge Suites Bloomington team enjoys a moment at the 8th Annual Diamond Service Award ceremony in Bloomington.

Travis Take
My time with TPI since joining the team on January 19, 2004, has been both rewarding and fulfilling. As the article Its Greener On The TPI Side stated in the last issue of Innside TPI, it really is greener on this side. I have been a part of corporations such as Mills, Schwans and Willmar Poultry Company, but have never seen the sense of belonging that both Mitch Peterson and Tom Torgerson have given me. I have been a part of the hospitality field, but once again TPI tops the others with its detail and organized manner. Many kudos to Dennis Wallenta and David Mohs, who helped me during the pre-opening and into the opening of the beautiful Country Inn & Suites of Willmar. I would also like to recognize the wonderful staff at our Administrations Office in the Waters Edge Professional Building. Sheryl Walton, Marlene Erickson, Stacy Ryan, Kathy Aamot, Wendy Christianson and Teresa Runke do an outstanding job supporting our hotels and restaurants. Whether its in the office or at each location, its great to see a company stand by and utilize its mission statement. I am truly honored to be part of the TPI team now and for many years to come. Great job everyone, keep up the good work!

Springhill Suites Rochester Says Good-Bye

Rosie Nelson, breakfast server at the SpringHill Suites of Rochester has retired after being with us for three years. Rosie was first hired at the SpringHill as a room attendant. After five months she made the switch over to Breakfast Server. That could not have been a better fit for both Rosie and the SpringHill Suites. The hotel has consistently been near the top in service scores for breakfast, and even won top honors in 2001. Rosies hard work and ability to connect with each and every guest is clearly the main factor in the success of the breakfast operation. Compliments and outrageous guest service comments were a normal part of each morning. During the Christmas season, numerous Christmas cards were received addressed personally to Rosie. These greetings were thanks from people she made friends with in a matter of a few minutes of conversation. Whatever it takes for outrageous guest service, you have the power was just the starting point. Rosie is now moving to Iowa to enjoy her retirement watching NASCAR and spending time in the great outdoors. Thank you for everything Rosie, you leave very large shoes to fill.

The SpringHill Suites of Rochester wishes Rosie Nelson the best of everything in her retirement!

Competition Creates Improved Health Insurance Benefits For TPI

The health insurance market is experiencing its fourth straight year of double-digit increases in premiums. There are several factors that contribute to the rising cost of health insurance and contribute to a medical inflation rate of approximately 13%: > The availability of advanced technology. > The general population is getting older and living longer. > Employees are working longer to secure healthcare. > Higher utilization by employees. > Increased utilization of prescription drugs. Because of this, Torgerson Properties conducted a full health insurance market search over the past few months. We have been working with employee benefit consultants to survey eight different companies to secure the best alternatives for our plan. As you well know, our new health insurance carrier is CCS/TPA, a wholly-owned subsidiary of BlueCross & BlueShield of MN. CCS/TPA is located in St. Paul and provides exceptional service to its many clients throughout the Midwest. A recent audit was completed of the services of our new carrier, and the following was discovered: > Customer service representatives have three years of experience. > On average, calls to the customer service center are answered within 30 seconds. > Within 14 days, 98% of claims are processed. > Claims processing accuracy is 99%. The difference between Great-West Life and CCS/TPA is that our new carrier is considered a third-party administrator(TPA), which allows for lower costs in the administration of our plan. CCS/TPA has access to the BlueCross & BlueShield of MN network discounts, which means that when an employee uses a network physician or hospital, the discount received on the initial claim cost is greater than with most insurance companies. This allows both the employee to save on their claims, and savings to the plan overall. Some of the differences you will see with CCS/TPA will not only be new customer service numbers, new id cards, and new plan booklets, but also some benefit adjustments to keep pace with the health insurance environment of other employers. Some of the changes you may have noticed are: > In-network coinsurance is 80% coverage after deductible. > There will be a slight change in the approved prescription drugs available for our plan (Formulary). > There may be some initial claims interruption during the change-over process. > The network of providers in Minnesota is larger. > The overall cost savings is significant. During the conversion process from Great-West Life to CCS/TPA, if you have any problems or concerns with regard to claim payments or benefits, please call CCS/TPA directly at (866) 356-2425. If you are not satisfied with the response, please don't hesitate to call Sheryl Walton at (320) 235-7207, Jeff J. Coenen of Johnson Insurance Consultants at (218) 722-4431, or Bryan Sweet at (507) 235-5587. During this process it is very common to have a few disruptions in service, but we want to be sure that TPI associates experience minimal interruption. Once the conversion is complete, we expect the CCS/TPA plan to provide exceptional service to all TPI associates. In a relentless effort to offer our associates a quality health plan at a reasonable cost, TPI will continue to survey the market periodically to determine if our current carrier is the best fit for our healthcare needs. Torgerson Properties is committed to offering a high-quality health insurance plan with competitive costs.

Sara Biebl Earns Top Honors At The Hilton Garden Inn Of Shoreview
Sara Biebl received the Associate of the Year Award for 2003 from the Hilton Garden Inn Shoreview team. Sara has been with the hotel since June of 2001 as a cook. In the last two years Sara has always shown great team work by assisting all the departments of the hotel. One of her greatest attributes is her willingness to look for new ways to increase sales in the Great American Grill with new recipe ideas. Thank you to Sara Biebl for all of your hard work and dedication...Congratulations!

Whatever It Takes For Outrageous Guest Service...

An e-mail received at the Staybridge Suites of Eagan... I was recently at your hotel (May 29th - June 2nd, with additional family from the east coast) for several nights and wanted to share our comments on your team. While the reason for our visit was not pleasant (a death in the family), our stay was made more comfortable by the professionalism, thoughtfulness and friendliness of EVERY staff member we were in contact with. From housekeepers to breakfast attendants and front desk staff, you have a winning team in place! Combining the incredible staff with the value-added items like laundry facilities, complimentary breakfast and the evening reception, makes your property a winner in our eyes! We certainly intend to stay at the Eagan Staybridge Suites on our next visit. In addition, any of my clients visiting the Bloomington/Eagan/Burnsville area will get my recommendation to stay with you. We also wanted to give a special mention to Liz at the front desk. As often happens with the sudden passing of a loved one, travel plans change at the very last minute. Liz was quick to help with any and all arrangements we needed to revise. We greatly appreciate her help! Best wishes for the continued success of the Eagan Staybridge Suites. Michael Perry InterContinental Hotels Group

A note from General Manager Jeff Hall at the SpringHill Suites of Rochester... I just wanted to let you know about a random act of kindness from one of our employees here at the SpringHill Suites. We have a family staying with us that checked in only for a few days with their little boy, John, going through a lot of intense procedures at the Mayo Clinic. They ended up having to extend their stay past the Easter weekend. Judy Hagan, our housekeeping supervisor, went out on her own time and spent her own money to buy John an Easter present to help him enjoy his time here. Not only that, but she bought his brothers a present also, just so they wouldnt feel left out. The parents were so happy and impressed by the gesture that they didnt know what to say. It was a fantastic act to witness. Judy certainly deserves to be recognized for this random act of kindness.

A note received at Perkins Restaurant and Bakery of Red Wing... I just wanted to say that we came in for breakfast, and were very impressed with our waitress, Charity. She is really awesome, very pleasant and nice. Her service was wonderful. Charity made our visit exceptional Thanks Charity! Randy Fort Milton Bordthawer

A note from the team at Hampton Inn of Shoreview... The Hampton Inn of Shoreview has been privileged to get to know many long-term guests from TSI and Medtronic over the past year. One of the staffs favorite guests was Bill Ek of Ashland, Oregon, who stayed every week for a year. He truly became a member of the Hampton Inn family. The staff became very familiar with his preferences, and made sure that room #141 was ready for his arrival every Sunday evening. Guest Service Representative Renee Andres even tracked down a place in Shoreview where Mr. Ek could go periodically to practice his piano. Mr. Ek expressed his gratitude for all the personal service frequently throughout his stay with gifts and kind words. When he departed, he left several thank you cards and had flowers delivered to the front desk. He was determined to do something for the entire staff, so he put cash in a card to be used for a party for the entire staff. The cash was put to good use at the Spring Fling for the Shoreview campus. Hugs and best wishes were shared upon his departure. His thank you card to the staff read as follows: Tammy and gang, thank you soooo much for the wonderful service, fun, food and friendship over these many months. I miss you already! You truly have been my family away from home and I appreciate the tireless attention to my daily needs from the whole staff. Youre the BEST in the world. What a team! We are glad that he has been able to return to his family, who must have missed him greatly during his absence, but we hope he returns again real soon!

Whatever It Takes For Outrageous Guest Service...

An e-mail received at the Hampton Inn of Maple Grove... We found your hotel to be one of the best we have visited in some time. The rooms were nicely decorated, the refrigerator and microwave were great add-ons. Your front desk, especially Katie, were very accommodating. The breakfast offerings were much better than other Hampton Inns. All in all we had a pleasant visit. Regards, Ron Noack

An e-mail received at the Green Mill of Eagan... I want to share an exemplary customer service experience I had at the Eagan Green Mill location at lunch today. I inadvertently ordered a meal that would have caused an adverse reaction to serious food allergies I have. I misunderstood the special and didnt ask enough questions. I realized the mistake just after the food was delivered. My husband notified the server immediately. Kim, our server, and Chad, the Delivery Manager, came to our table at once. After we explained what had happened, they rectified the situation by removing the food and offering alternative menu items. They handled the problem quickly and professionally with courtesy and good humor. The alternate selection was delivered by John, the General Manager, who wanted to make sure all was well. I would like to commend Kim, Chad and John and wanted to let you know that their customer service and immediate attention to our problem was appreciated. On another note, Id also like to let you know that you have the best Sunday brunch in town! Fabulous food and reasonable prices. Thank you for your time, Alicia Prondzinski

An e-mail received at TPI opinions.com... I want to write and let you know what a wonderful employee you have in Raj. He mans the reception desk at the Hilton Garden Inn of Shoreview. My daughter and I came to town for various wedding planning activities. She is from Nevada and I am from California, but she is getting married in Minnesota in May. We stayed at the Hilton Garden in of Shoreview on a recommendation from friend who lives in Minnesota. The morning of my first full day it snowed six inches. When I realized that I had no scraper or brush to clear the snow from my car, I stopped at the front desk and asked if I could borrow one and I would bring it back. Raj looked at me; no hat, no gloves, ordinary street shoes, and realized that I was going to have a hard time getting to the car, let alone clearing it of snow. He said if you give me your keys, I will clean it off and bring it to the covered portico for you. That was very nice! It made a pleasant start to an otherwise not so pleasant day. Raj was also there when we needed to extend our checkout on Sunday, as we had not been able to finish all the planning activities we had to finish and still needed a base of operations for the time remaining before we left for the airport. He was very gracious and agreed to let us stay until 2:00 pm instead of leaving at noon. Last but not least, when I came down at 2:00 pm to leave, I had a huge box of addressed wedding invitations ready to go in the mail. I asked Raj where I might find a mailbox and he volunteered to keep them and mail them out Monday morning so we wouldnt have to struggle with luggage, handbags and invitations. He certainly made me a fan of your hotel, and I can see why my friend recommended it. I hope all of your employees are this customer service oriented, as it made our stay a dream! I will be happy to recommend the Hilton Garden Inn of Shoreview for the out-of-town guests coming for my daughters wedding. Thanks, Suzanne R. Brennan

You Have The Power!

A note received at the Holiday Inn and Conference Center of Austin... I would like to take this opportunity to thank you and your staff for helping us make the Hormel Foods Corporation Boot Camp a success. The professional level of service provided by your staff was critical to keep our group on time, and the multiple transitions of separating the Grand Ballroom into separate Salons went well. Boot Camp was a very important training meeting, and with the number of personnel involved, it was important that things ran smoothly. Thank you for your extra effort in making this meeting work. I appreciate the fact that you moved groups to accommodate our group for the week, and met with us multiple times to insure that all the details were taken care of. Ryan Vossler Sales Training Manager A note received at the SpringHill Suites of Rochester... Recently, my daughter and I were guests in your hotel for two weeks. Though our reason to visit Rochester was not pleasant, treatment at the Mayo Clinic for my daughter, our stay at the SpringHill suites was excellent because of you, the staff. We thank all of you for your help during this difficult time. Kathy Repole

An e-mail received at the Hilton Garden Inn of Eagan... I wanted to write a brief thank you note to express my thanks for the time I have spent at the Hilton Garden Inn of Eagan. I have been on a project with West Group since September and (in the beginning) was staying at the Embassy Suites by the airport. Soon thereafter, I moved to the Hilton Garden Inn...showing up each and every Monday evening, leaving every Thursday evening for my flight home. Tomorrow marks my final day in Minnesota, and I was feeling a little reminiscent as I left the hotel this morning. Your property has been a great property to stay with for mainly one reason; the people...two in particular. When I check in, Adam and Jill (and DeJuan before) are always there, ready to welcome me to my home away from home. The first few stays I was called Mr. Berlin. After looking around and not seeing my father there, I realized they must be calling me this...a practice which I quickly stopped, asking to be called by my first name. Every week when I check in, Adam and Jill see me coming, say Hi Neil and quickly get me set up to go to the room. They are two of the best employees you must have, as they are always friendly and helpful...week in and week out. I realize you havent awarded an Employee of the Month in some time, (passing through those halls every week you notice everything!). However, I am asking that you recognize these two folks in some manner...they are great people and truly one (or two) of the reasons I chose to stay at the Hilton Garden Inn of Eagan rather than one of the other many hotels in the area. Thanks for making Eagan my home away from home. Neil Berlin IBM Business Consulting Services

An e-mail received by Rachel Brune at Green Mill Shoreview... Hi Rachel. Just a quick note to again thank you for your help in pulling off a great ceremony and reception for Renee and Brian. You can use us as a testimony as to your expertise, i.e. you guaranteed the food would be great (it was WONDERFUL) and your assistance with the count for food should NOT be questioned (we delighted in having the leftovers at the gift opening today). I was able to take everything of ours from your office when we left Saturday night. So, unless I forgot something, Ill probably only stop in again if my car goes on automatic Hampton Inn and steers me directly there! Thank you again so much, we would highly recommend the Green Mill/Hampton Inn. All of the staff there was extremely pleasant and helpful. Please extend my personal thanks to Korey when she gets back from vacation. We appreciated her attention and assistance with the room accommodations for Renee and Brian. It went so well! So, once again, THANK YOU, THANK YOU!!!!!!! Karen Holloway

Torgerson Properties Tidbits

The Holiday Inn of Fairmont has been sprucing things up. Earlier this year, new draperies and bedspreads were added, along with new bathroom floor tile. Soon, all guest rooms will be getting new carpet, and a light color of fresh paint on the walls and ceilings will brighten up the dark interior rooms. Finally, new activity chairs will add a modern touch to the new, fresh look being created. Cindy Bentons housekeeping staff will be loving life when the new rooms are finished! Tina Husemann, Assistant General Manager at the Willmar hotels campus, would like to congratulate the Comfort Inn Willmar front desk team for ranking #1, and the Days Inn Willmar front desk team for ranking #3 out of all Torgerson Properties locations in the three-month ranking. Tina commented, These teams are eating and breathing Signature, and it shows. Congratulations to both teams for your outstanding performance. For the eighth consecutive quarter, the Super 8 of Fairmont was awarded the Excellence level during the regular quarterly unannounced inspection in Q1 of 2004. In order to be awarded this highest level of achievement for a Cendant hotel inspection, the Super 8 had to answer questions from the inspector regarding policies and procedures, have everyone in the approved uniform, pass all maintenance safety and security standards, have minimum number of mistakes in room cleanliness inspections and pass the exterior curb appeal inspection with zero mistakes. Congratulations to the experienced, friendly staff at the Super 8 of Fairmont for this outstanding accomplishment over the past eight quarters in a row! Perkins Restaurant and Bakery of Austin was recently recognized nationally in the Perkins Corporate Outstanding Acts of Hospitality program. The following guest comment was sent out to all 500 Perkins locations nation-wide as an example of outstanding hospitality...We were at Perkins in Austin, Minnesota today with six adults and eight small children. The manager and staff went out of their way to provide us seating and taking care of us during our dining. A group of young children is never easy in a restaurant, but this staff was very helpful. Very well done! Congratulation to the entire Perkins Austin team. Sue Pederson, Executive Housekeeper at the Holiday Inn of New Ulm, sends congratulations to the associates of HINU who recently graduated from high school. Sue stated, Several of these associates have been with us for three years. Thank you for your years of hard work, and good luck in the future. It is the all-out team effort that makes the Holiday Inn New Ulm a great place to stay and a great place to work. The recent graduates were Kacy Kapolczynski, Rachel Patterson, Allison Czer,

Torgerson Properties, Inc. Waters Edge Professional Building 103 15th Avenue NW Suite 200 P.O. Box 1020 Willmar, MN 56201 Phone: 320-235-7207

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