Heroes
of Hospitality

Why are you nominating this individual? What sets this individual apart? Please tell us how they have been outstanding in their job either with their team members or guests. (Examples - Positive attitude, leadership, great guest experience, job dedication, fun story, etc.):

Bob-Be Sparks demonstrates all the marks of an exceptional associate, manager and leader on a daily basis. Bob-Be has been in the Missoula hotel industry for many decades, including time owning her own small hotels in addition to her almost 20-year tenure with the Holiday Inn Downtown. Throughout this time, she has seen tremendous change at our property and has embraced those changes with passion and engagement. Historically, when presented with a new form or process, she implements it immediately and makes sure that her team does so as well. She encourages and supports her fellow managers in doing the same. She is generous with her expertise and helps in ways that make everyone come away feeling supported.

Bob-Be takes charge in handling things promptly and efficiently. When someone suggested that one of her team was confused about handling soiled laundry, she immediately retrained her entire team and ensured their understanding by obtaining signed statements of understanding. Her team remained positive throughout the entire process.

When complimented on her awesome job, she gives all the credit to her team. She is fearless when it comes to taking on any challenge.

When Bob-Be says she will do something, it will be done. She not only supports pride in the workplace, she builds it by continually voicing things that she sees are good. Her team knows they are valued and they work like a well-oiled machine, supporting one another through every challenge. Bob-Be makes all departments know they are part of her team, by being the first to volunteer assistance when anyone has a need. She is selfless in her generosity and steps up to help other teams after she has already put in a 12-hour day and is ready to go home. Bob Be has learned numerous computer programs, which are out of her comfort zone, in order to grow personally and make sure her job is done effectively. She does not shy away from change, but sees the positive side both to herself and to the property. Nothing says welcome like a sparkling clean room that smells of fresh linens. Our guests feel exceptional customer service the moment they step into one of her team's rooms, and her team knows their value in the guest service process.

Bob­Be has developed relationships throughout the community that make her the first call for organizations that seek to employ people who might be challenged in finding jobs, either because of lack of experience, command of the English language, or disability. Bob-Be has tirelessly given time and energy to interviewing and training these applicants, knowing that sometimes they might not make it, but giving them a chance to soar in a position that might be the perfect fit. When asked if this might be discouraging, she said it is worth it all when you find the diamonds. Bob-Be drives performance by ensuring that each associate lives up to their potential, achieving high customer satisfaction scores, always finding ways to purchase in cost effective ways, watching labor and strategically planning several months out. She knows and understands her budget and finds ways to meet it.

As a Leadership Team, we feel the support that Bob-Be brings to us and to the property. When asked about anything that is going on, she is always the first to applaud progress and to focus on what is good. When the topic of change comes up, she gets misty eyed and claims that things have never been this good and they are getting better. While we would like this to be true, the reality is that she has an outstanding perspective, and this perspective is why she is an outstanding leader.

John D. Rockefeller said 'Good leadership consists of showing average people how to do the work of superior people.' Bob-Be shows us how by leading the way, making us believe we are all superior and being the cheerleader who cheers us on until our property, our associates, our managers and our leaders get there.

This has been an especially challenging year with COVID and having to adapt to and manage new safety protocols and mandates. How has the individual shown excellence in health & safety measures?

COVID has certainly impacted the hospitality industry and our hotel as well. We have seen enhanced cleaning protocols coming from our international brand and Bob-Be has actually been a step ahead in every area. Her vast knowledge of cleaning products, how they work and what they would be best used for, has truly set us up for success in offering exceptional accommodations during this challenging time.

Because of the incredibly high cleaning standards that Bob­Be has always upheld and because she already exceeded the IHG Brand Standards, there was not much that needed to change in order to rent rooms in the midst of a pandemic. Her team has always understood that any room has the potential to contain health hazards and she has trained them accordingly. With her normally robust training standards, much of what needed to be implemented was increased frequencies and wearing of additional personal protective equipment. She is able to achieve all of this while still maintaining other departmental goals such as budget needs, labor models and continuing team education.

Her team has remained positive and enthusiastic throughout this whole adventure.