Each of the Principals of the Property Review Program (PRP) has practiced quality assessment techniques throughout their careers. The international hospitality best practices for PRP was established via the Hospitality Quality Assessment Program, later formalized as PRP. Founded in 1995, the program was designed and developed by Professor Donal A. Dermody to promote a Quality orientation based upon acceptable standards on a destination-wide basis, thereby improving an area’s marketability. The review, measurement, and reporting processes established a higher level of service and product, translating into significant increases in guest loyalty, revenue, and profits for the hospitality operator. PRP demonstrated a direct correlation to hospitality success and guest trust, by focusing on cleanliness, comfort, service, safety, health, and privacy, integrating Quality Assurance/Quality Control practices with client Operations and Management.
Professor Dermody’s initial Assessment activity involved Quality Guidelines and Inspections for the Greater Fort Lauderdale Convention and Visitor’s Bureau (GFLCVB). Upon gaining acceptance and momentum, PRP became the sole supplier of assessment services to Florida Superior Small Lodging Association (FSSLA). The expansion of expertise and commitment flourished, where PRP served various Visitor Bureaus and tourism associations, as well as independent operations. All were seeking an opportunity to improve their desirability as a destination of choice, validated by providing a quality product/service.
The Mission Statement of PRP is as follows:
“The Property Review Program, an independent on-site inspection service serving the hotel and cruise industries, ensures guest satisfaction and loyalty by establishing and measuring quality standards in cleanliness, safety, public health, guest services, and property management, while providing corrective action recommendations to enable continuous improvement.”
All Parties Benefit.
DONAL A. DERMODY
Donal A. Dermody specializes in hospitality management and tourism systems operations, with over 50 years experience in organizational development and training, administration and marketing.
His extensive consulting portfolio represents clients in the hospitality industry and Government sectors. This includes strategic work with: Hilton Hotels, Sheraton, Canadian Pacific, Four Seasons, Inter-Continental, and Meridien Hotel Companies, as well as restaurant concerns, such as Howard Johnson, and the Brown Derby.
A recognized Trainer and Conference Leader, Professor Dermody has served numerous Government clients, such as: the US Departments of Health and Human Services, Housing and Urban Development, Commerce and Labor, in addition to numerous Foreign Ministries of Tourism, including Ireland, Jamaica, the Bahamas, Nigeria and ASEAN – The Association of South East Asian Nations. The American Express Company Worldwide, Chemical Bank and the Bank of New York have also been clients.
CATHERINE E. DERMODY
Catherine (“Cay”) Dermody is a life-long educator holding a bachelor degree and graduate studies in the field. She taught a range of students from primary grades to conducting communication seminars for international hoteliers.
With her husband, “Don”, she was involved in hotel and restaurant operations, owning restaurants in Dallas and assisting in the management of hotel operations. For many years, she participated in hotel inspection programs, and was associated with the Jamaica Value Guide Program – from the mid-’60s through mid-‘80s. Mrs. Dermody was a contributor to hotel inspections for Air Canada Sun Living Tours, which were conducted in Florida and throughout the Caribbean. Her industry experience also includes several years with the Domenico/Brown Group, a hospitality executive search organization in Irvine, California.
With a strong background in marketing and professional development, Catherine Arthur-Hirschenfang has devoted her career to establishing and evaluating standards of excellence across varied hospitality segments.
She began as an intern at the United States Food and Drug Administration, where she practiced her undergraduate studies in Consumer Resource Management. With a growing interest in customer service, Catherine positioned herself within the hospitality industry as a convention event planner and later on as a training coordinator for the Caribbean Hotel Association. She secured the position of Coordinator, Continuing Education for Nova Southeastern University’s Hospitality Management Center. She was promoted to Director, Continuing Education and served on a number of regional Executive Planning Committees, including the Southeast Regional Strategic Planning Development Committee. She coordinated international hospitality projects and professional training programs with groups from the Soviet Union, Indonesia, Argentina, Greece, and the Caribbean. Additionally, as an “effective training executive”, she provided strategies to better define product/service, revenue management, increase productivity and enhance customer service values within hospitality, public health, and cruise hotel operations.
Ben Hirschenfang retired from the aerospace industry after a 35 year career starting with 5 years at the Eaton Corporation in New York and completing his career at Lockheed Martin Corp. in Orlando Florida. Ben has extensive experience in the implementation of Quality Assurance and Risk Management Systems within industrial sectors. Currently, Ben is providing new programming and systems support to PRP’s new business development and inspection services.
Ben has had extensive training in management, business, and engineering disciplines including Risk Management, Leadership Development and Effectiveness, Contracts, Business Development, and Lean Six-Sigma.
Most recently, Ben was the Deputy Director for Lockheed’s JASSM cruise missile program for the USAF customer, responsible for contract negotiations, production and facilities, technical and financial performance, quality assurance including corrective action, and customer relations.
Paul Faulise began his career in fine hotels in the Washington, D.C. area managing boutique stores within the Mayflower Hotel and Sheraton Park Hotel culminating that part of his hotel experience at The Plaza in New York City.
Working the supply side of the equation, Paul owned and operated a wholesale business in the Metro D.C. area servicing all the fine hotels with necessary gift shop items from soup to nuts. He is well acquainted with the standards for Marriott, Hyatt and Westin (formerly Western International) as a preferred vendor. Mr. Faulise served on various committees within both Marriott and Westin constantly reviewing suitable quality amenity products for their units.
Roseanne Petit began her career in the hospitality industry in 1980, when she and her husband purchased Seahorse Cottages, a beachfront property in Treasure Island, Florida. With a background in Education, including a Master of Science in Administration, Roseanne and her husband were eager to learn everything about the hospitality business.
Roseanne was instrumental in getting the Superior Small Lodging Association (SSLA) started in Pinellas County, Florida. She served on the local SSLA board and was the County Chair for two terms. Roseanne also served on the state SSLA board, as well as on the boards of the Treasure Island and Pinellas County Hotel Motel Associations. She was on the founding board of the Tampa Bay Hospitality Association and served for fifteen years. Roseanne was also active in the Treasure Island Chamber of Commerce and Tampa Bay Chamber of Commerce. She was a Treasure Island Planning and Zoning Board member for eighteen years.
Nanci Darst began her career in hospitality as the owner/operator of The Darst Victorian Manor in Mount Dora, Florida, for 10 years. Nanci not only designed and decorated the 9200 square foot Victorian Bed & Breakfast, but also operated the upscale B&B as its on-site manager and chef. This property, under her leadership, earned national recognition through trade journals as well as the AAA 4 diamond award each year. Supervising and participating in the cleaning and laundry services, coupled with her ownership perspective, gave her the necessary experience needed as a Quality Assurance Auditor for lodgings.