Delaware North Companies Parks

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Delaware North Companies Parks Resorts
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Delaware North Companies, Inc. History

• Founded in 1915 by 3 brothers
• Charles, Marvin, and Louis Jacobs
• Entrepreneurial spirit
• Beginning of Sportservice and first airport
  contract
• Emphasis on building strong client relationships

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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

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DNC Companies
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DNC Executive Team
Charles E. Moran Jr. President Chief Operating
Officer
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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
  deliverables

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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
  platform.

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History

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

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History

• 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.

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History

• 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.

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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
Development
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
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DNCPR Map of Locations
. Harrisn Hot Springs
.St. Marys Lodge
. The BALSAMS
. Yellowstone
Niagara Falls .
.
Gideon Putnam Hotel

Geneva .
. Jones Beach
. Tenaya
Yosemite .
. Fresno RC
Asilomar .
. Sequoia
. Grand Canyon
. Old Town Sand DIego
. Kennedy Space Center
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DNC Parks Resorts Clients

• Wide range of clients
• National Park Service
• NASA
• New York State Parks
• California State Parks
• Ohio State Parks
• Asset Owners

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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

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Our Core Values

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

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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

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Lodging

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

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Lodging Statistics - 2008
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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

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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.

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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.

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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
  travels.
• 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.

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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.

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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.

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Conference Centers

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

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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

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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.

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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
  initiatives.
• We utilize solutions such as
• Search engine optimization
• Linkage programs
• Web site reporting and analysis and
• Return on investment tracking.

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Outside Resources

• We leverage opportunities for visibility and
  exposure by providing access to various other
  services
• 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

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Reservations

• 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.

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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.

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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.

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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.

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Why Choose Delaware North Companies Parks
Resorts?

• 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
  care
• 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
  services
• 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.