THE SPIRIT OF WOODLOCH HOSPITALITY | Woodloch Resort

~Shared by Mariann Crandall

Many times guests will ask me, “did you all drink the Kool-Aid?” It’s hard for people to understand how we can all be so happy and friendly all of the time, which got me thinking: what is the secret to the hospitality that we exude here at Woodloch?

To me it starts with the Kiesendahl family, the owners of Woodloch Resort. They have a mission statement, “to treat each and every guest as though they are family in their very own home.” They not only treat their guests that way, but they also treat their staff that way. You will always find them around the resort helping out, pouring coffee, refilling food, shaking hands with every guest that walks through the dining room, and remembering guests year after year. On top of that, they know the names of the 900 staff members employed here, and they happily greet us throughout each day.

I asked the owner of Woodloch, John Kiesendahl, how he thought the spirit of hospitalitylodging, romantic getaways originated. He answered, “the spirit of Woodloch’s hospitality started with my mom, Mary Kiesendahl.  My dad, Harry Kiesendahl, was the business man, but my mom was the heart and soul of Woodloch.  She was the out-front face of Woodloch, and she loved every one of our guests.  In the beginning when there would only be 30 or 40 people staying at the boarding house, you would always see her out with the guests, making sure that everyone was happy.  Her spirit of sincere concern for others’ happiness was contagious to all of Woodloch’s staff and genuinely appreciated by our guests.  Mom’s kindness, friendliness, enthusiasm and personalized hospitality are the foundation of Woodloch’s tradition of warm hospitality.  For the past 54 years, her loving example has been the cornerstone of our mission statement.”

I also talked to Alexa Peregrim, who just started at Woodloch in January 2012, working in reservations and the dining room. She says, “Woodloch is such a fun place to work! Co-workers, managers and owners are so kind and make me feel like I’ve known them for years. It really allows me to feel comfortable and excited to go into work. Everyone at Woodloch was very welcoming towards me when I started working. The people I have met have already become great friends and colleagues even though I’ve only been here for a short time!”

I’ve worked here for nearly 16 years, and I don’t feel like an employee; I feel like family.  I think that’s how most of the employees feel, and that emotion gets passed on to our guests.  I’m not sure that its something you can teach. It’s something that you have to experience. Hospitality is infectious, and a smile goes a long way.


Poconos Profile: Say Hello to Bob! | Woodloch Resort

Visit Woodloch, and a flock of blue shirts known as our Social Staff keep guests running and having fun. Today, I’d like you to meet Mr. Bob Filarsky, the man who supervises all of the chaos …
Please tell us the tale of how you started working for Woodloch.
I started here in June of 2003 on a Recreation Management Internship.  When that summer was over, they asked me if I wanted to stay just to help out with the Haunted Hayrides that fall … that was almost 9 years ago now!
As an activities supervisor, please tell us what your favorite activity here is and why.
Tough question.  My favorite thing to do here is drive a ski boat.  You are in the sun, out on the lake, driving a boat … don’t think I have to say anything else.  My favorite activity here is probably Double Dare. Just the fact that you have guests from 6 to 60 years old diving into chocolate sauce and begging to be squirted by a hose amazes me.  It really brings out the inner child in everyone, and I can’t imagine another place where they can do that.
What was the most rewarding/memorable experience you have had with a guest here over the years?
It was actually driving a ski boat.  It was probably about 4 years ago, and it was a beautiful quiet day in the offseason, and the lake was like glass.  I had an older gentlemen come to go skiing.  He was probably 60 or 70 years old and told me he hadn’t gone in about 10 years, so I was a little nervous, but he was in good shape and really wanted to go.  He got up on the skis no problem, did his two laps around the lake, and I dropped him back off at the dock.  When I got back to the dock to help him, he had tears in his eyes and immediately starting thanking me.  He said it was one of the best times he ever had skiing .  He said it really brought him back and that would be the last time he would ever go skiing.  He was really moved by it and to see that genuine reaction from him really reminded me of what we actually do here.
Outside of work, what is your favorite hobby / pastime?
I really enjoy watching football.  I am a huge
Vikings fan and all year long I look forward to the 16 Sundays I get to watch football.  I also really enjoy cooking.  I worked as a cook in high school and throughout college.  I didn’t want to make a career out of it, but it is a big passion of mine.
What is your favorite movie of all time, and why?
 
Another tough question.  I will give you two answers.  I am a huge Chris Farley fan so I’ve seen the movie
Tommy Boy more than any other movie in my life. I can basically recite the whole movie.  I also love the movie Fight Club.  I just thought the whole gist of the movie was genius.
I know you are a big football fan. Make a Superbowl prediction. 
 
New England Patriots win it all, with Rob Gronkowski as MVP.