Building on a Firm Foundation
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Building on a Firm Foundation FY 2014 Annual Report HHH Governing Board Wyatt Beazley IV Chairman Vickie Snead Immediate Past Chairman Kelli Meadows Treasurer Brooke Taylor Secretary Directors Melissa Ball Mark Herndon Jennifer Pitts JoAnn Burton Marcos Irigaray Cathy Plotkin Maureen Denlea Betty Sue LePage Marianne Radcliff Karen Emroch John Lewis Leslie Stack Earl Ferguson Beth McClelland Jamie Sutton Linda Georgiadis Brett Mutnick John Syer Marsha Ginther Richard November Kate Van Sumeren Lynn Green Nicholas Pace Wanda Yu HHH Staff Stacy Brinkley JC Poma President and CEO Manager of Volunteers Shawn M. Walker Debra Rogers Chief Financial Officer Annual Fund/Grants Manager Beverly Bean Debbie Cox Development Director Housekeeping Supervisor Open Jasper McLean Operations Manager Maintenance Supervisor Zita Lee Office Manager Treating guests like family since 1984 Babs Jackson President/CEO Dear Friends, /5%-"%1 Bobby Whitten This pastC hyairemaanr was one of transition and inspiration for the Hospital Hospitality House of Vickie Snead RichmoCnhadirm. an -WElecet said good-bye to our out-going CEO, Babs Jackson in December and we welcomed Stacy Brinkley, our new CEO in January. We have been inspired by our 30 years of Wyatt Beazley IV service toT reoasuurre rmany guests and hospital partners and are committed to providing hospitality in the coming decades. Brooke Taylor We spent Stehcreta rlyast 6 months of FY14 year planning for our future. We listened to our guests, our (%2%!2/./&-)1!#,%2)2(%1%!.$)3)26/.$%1&4,,7%5)$%.3!3/20)3!,/20)3!,)37 communDitiyre cptoarsrtners and our stakeholders. We reviewed guest data and analyzed the results. /42%423!&%66%%+2!'/%1%2!!.$!1)!#/.*/).%$36).2&1/-3(%/-).)#!. We wroRtoed naey Bsrtyranattegic pla%n04 –", )a# “6r%o1%ad24-#m#%a22p&,4”,, 7if2 %y0o!1u! 3%w$i!l3l, t(h),a$t1% g.8u2ides the House through the next three yeJaoArnsn. B u r ton /20)3!,/&)#(-/.$!3(% -/.3(/,$ Marvin Daniel 36).2!.$3(%)1-/3(%1!.$!4.3(!5%"%%.'4%232!3 What diKda rewn Eem rloecharn? 2).#%4'423 Earl Ferguson We learned that we have built a strong foundation and have many supportive guests and partners. Yvette Freeman /41'%.%1/2)37-!+%2)30/22)",%&/1423/2%15% We also lea rned that as health care continues to change, HHH needs to change with it to meet Marsha Ginther %1%2!!.$!1)!82&!-),7!.$(4.$1%$2/&/3(%1 the comBepttly eGxra umnleicheds of &o!-ur), )g%2u5e)s2)t3s).. ' T)h#(is- /y.e$a%r5, %o17u-r /n.e3(w& /s1t-ra%t$e)#g!i,c plan is focused on creating a healing Mearnk vHiernodonnment, p#!r1o%vi3d(i%n,g02 r4a2d0i1c/5a)l$ %h,o/s$p')i.ta'l!i.ty$ .a/n.d- e%$n)s#u!,ring that we have sustainable and diverse Mraercsoos Iurigracraey s to me2%e1t5 )t#h%e2 !o3n-g).o)i-n!g, #n/e23e!d.s$ o3/f "o%u!r. g).u3%e's1t!s,.0 !13/& Betty S ue LePag e 3(%(%!,).'!.$#/0).'01/#%22%#!42%/&7/41 Our goalJ oihsn Lteowi s continua'l)&l3y2 im/2p0r)3o!v,e /t2h0e)3 !s,)e37rvi/c4e2 %w)2e! d0e,!l#i%v6er( %t1o% our guests. As we looked at our currentR iochparde Nrao vteimobners, we l(e/a0r%n1%e)d'. t2ha20t )t1h)32er!e1% w,)&e3%r$e !a.r$e-as)1 !w#,h%e2r(e! 0a0u%.to mation and process improvement could helSpam uSesas ebetter serv(!e. +ou7/r 4g uests while reducing costs. As a result, we upgraded our front desk procLeesldie uStraceks, our reporting sy stems and are wor king to enhan ce our guest res ervation system. Penny Stygar Another key initiative (i)n2 (F/,Y)$1!742 %w!2a/s. 0th,%e! 2%la-u!n+c%h! $o/.f !3a)/ .br3/and/2i0n)g3! ,st/u2d0y)3.! ,) 37Wh/i4l2e% th/e41 H')&o3 use is Carol Thalhimer celebrating our 30th An)2n!iv'1e%r!s3a6r!y7, 3w/e( /k.n/1o7w/4 t1h&a1)t% .t$h2e! w.$id&!e-s)p,7re-a%d- a"%w12a!r.e$n!es-s% !o.f) .H'&H4,H6 !i7s 3n/ot where 2(!1%3(%*/7 2).7/41/6.,)&%6 )3(/41'4%23&!-),)%2 /41')&3$/%2-!+%! we would lik e it to be. That is why we engaged an outside firm to help us assess our branding, $)&&%1%.#% our logo an d our communic ations strategy. Look for a big announcement after the first of the year! ."%(!,&/&3(%/20)3!,/20)3!,)37/42%&!-),76)2(7/4!6!1-!.$(!007 (/,)$! 72%!2/. We served 6 ,966 guests from over 44 states and 15 coun tries in FY14. With a small staff, we rely h6e12a Evasit lMya rsohanll Sotreuetr volun).t#e%e1%r,s7 who p ut in ove r 12,000 hours this year alone. I am grateful for the invesRtimchmeondt, V oirgfin ita i2m321e9 and talent from so many people, from those of you who make dinners for our guestpsh, o80r4g.82a8n-69i0z1e and attend o ur fund-raising events, volu nteer at the front desk or pick up a Windfaexx 80b4.o82t8t.6l9e13 and help clean windows. Without you r support, we would not be able to email info@h hhrichmond.org accomplish our goals an!d" 2se!r#v+e2/ o.ur guests. 1%2)$ %.3!.$ Our two sig nature events, SA VOR and the Fancy Hat Party, remain strong examples of how our Richmond c ommunity comes together to wswuwp.hphhoricrhtm tohnde.o rHg ouse. And of course, we could not exist without the generous financial support of our donors, highlighted in this repo rt. W e are the 2nd largest Hospitality House in th e cou ntry and th e la rge st th at operates on don ations alone. No one is ever turned away due to the inability to pay the $15/night suggested donation. Our ability to meet this need is thanks to you and we hope you will continue to support our important mission. Thank you for your faithful commitment to the House. You truly make a difference in the lives of our guests! Best regard s, Stacy Brinkley Vickie Snead President/CEO Board Chair www.hhhrichmond.org FY 2014 Annual Report Page 1 The Hospital Hospitality House – 30 Years Strong Building on a Firm Foundation. Radical Hospitality. When Dolly Hintz and the rest of the MCV Hospital Auxiliary decided way back in 1981 that they were going to open a guest house for families whose loved-ones had travelled to Richmond for medical care – little did they know what a radical and life-changing idea this would be. What they did know was that family members were sleeping in hospital chairs, eating out of vending machines because they could not afford to eat breakfast, lunch and dinner at a restaurant, and washing up in hospital sinks because they had run out of clean clothes. Richmond needed a place where hospitality prevailed, a place where strangers would be welcomed, received and cared for during their families’ medical crisis. Richmond needed a hospitality house. The seeds were sown, and this group of dedicated volunteers spent the next three years in an intensive, no-holds-barred fundraising campaign. CSX kicked off the fund-raising efforts by making a $50,000 lead gift towards the hospitality dream – but according to Dolly, “the majority of the funds came from regular people like you and me – making $5, $10 and $20 donations.” The foundation was laid, and on December 5, 1984, the Hospital Hospitality House of Richmond was dedicated. The first guests found a kitchen where they could prepare meals and a warm and comfortable room where they could shower and rest after a long day spent helping their loved-one at the hospital. Thirty years later, HHH is still going Page 2 Treating guests like family since 1984 strong. Guests today still find a kitchen that is well stocked with food donated by our many community partners – Martin’s, The Fresh Market, Kroger and Panera Bread. Guests today are still able to take a hot shower and sleep in a comfortable bed. Guests today are still invited in, welcomed, received and cared for - experiencing the Radical Hospitality envisioned 30 years ago. The staff of HHH continues to build on that firm foundation by asking ourselves what can we do to improve the service we deliver to the nearly 7,000 people who stay with us each year? The answers have come in some very unexpected ways. During early spring, our 1958 cooling tower decided it had had enough and quit working. Now we had been babying this cooling tower for years – it was original to the building – and we were hoping beyond hope that it would last for just one more year…but it had other plans! HHH reached out to our community partners for help. Thanks to the Mary Morton Parsons Foundation, the William H., John G., and Emma Scott Foundation, Dolly Hintz and numerous other individual donations, HHH was able to raise the $109,000 to replace the old cooling tower with a new, state-of-the-art, energy efficient system. Now our guests stay cool, comfortable and cared for - even during the hot and humid Richmond summer. Another way we are better serving our guests is by sprucing up the House. We like to say that our building has been “well loved” – after all, over 145,000 people have stayed at HHH over the years. One of our goals here at the House is to create a positive and welcoming environment for our guests.