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2019 Retrospective DELAWARE NORTH 2O19 RETROSPECTIVE OUR VISION To delight guests by creating the world’s best What’s Next Happens Now 2 experiences About Delaware North 4 today while Global View. Local Focus. 6 reimagining A Year in Review 8 tomorrow. Boston Holdings 10 Sportservice 16 Parks and Resorts 24 Gaming 32 Travel 40 Patina Restaurant Group 46 Our Winning Team 54 Celebrating Associate 56 Appreciation Week Food is Our Passion 58 Retail Selection & Style 64 Exemplary Guest 68 Experience Because We Care 72 Awards and Recognition 80 Executive Team and 84 Corporate Information The end of the year is a natural time to reflect on our business, both on What’s Next what we have accomplished and what new and exciting things are next. 2019 will go down in Delaware North’s history as one of our most ambitious Happens Now and transformative years to-date. Across our operations, we delighted guests with authentic experiences in some of the world’s most unexpected places – from the grand entryway to Yellowstone National Park, to the hallowed and historic grounds of the old Boston Garden, to the launching pad where humankind endeavors to become an interplanetary species. With warm hospitality and skilled expertise, our 55,000 associates create world-class experiences for our guests every day in more than 200 locations across the globe. We do so with a commitment to Delaware North’s legacy of firmly held values and continuous promise to give back through charitable investments and green initiatives. Our Delaware North family is the best team in the world, and we are incredibly proud of all they have accomplished. In the pages ahead, you will read about some of our favorite highlights from the past year. Let’s continue to work together, because what’s next happens now. Jeremy M. Jacobs Jeremy M. Jacobs Jr. Louis M. Jacobs Charles M. Jacobs Chairman Co-Chief Executive Officer Co-Chief Executive Officer Chief Executive Officer Delaware North Delaware North Delaware North Delaware North’s Boston Holdings Lou Jacobs, Jeremy M. Jacobs, Jerry Jacobs Jr., Charlie Jacobs 2 3 About $3.7B revenue One Vision. SPORTSERVICE Delaware North years family owned One Mission. 100+ and operated Delaware North is one of the largest locations operating privately-owned hospitality and 200+ across four continents entertainment companies in the world – PARKS AND TRAVEL RESORTS a symbol of stability and reliability for associates globally more than 100 years. 55,000+ Whether you are a fan, traveler, visitor or guest, chances are very guests served good that you’ve enjoyed memorable moments personally delivered 500M+ annually by our company. Serving more than a half-billion guests annually, our associates are dedicated to creating special experiences worldwide at high-profile places such as sports and entertainment food and venues, national and state parks, destination resorts, restaurants, 1,000+ beverage outlets casinos and other gaming venues, airports and travel hubs. Our $3.7 billion enterprise stems from our family of operating PATINA divisions. While each operates with expertise in its respective 300+ brands and concepts industry, they also contribute to our collective think tank of GAMING RESTAURANT hospitality and entertainment leadership. The outcome is a GROUP progressive company that shares insights, best practices and retail locations resources across more than 200 operating locations in North 350+ America, the United Kingdom, Australia, New Zealand and Singapore. 4,000+ lodging rooms BOSTON HOLDINGS 11,000+ gaming machines 4 5 OurOur Locations Locations OurOur LocationsLocations SPORTSERVICESPORTSERVICE SPORTSERVICESPORTSERVICE PARKSPARKS AND AND RESORTS RESORTS PARKSPARKS ANDAND RESORTSRESORTS TRAVELTRAVEL TRAVELTRAVEL GAMINGGAMING OurGAMINGGAMING Locations PATINAPATINA RESTAURANT RESTAURANT GROUP GROUP PATINAPATINASPORTSERVICE RESTAURANTRESTAURANT GROUPGROUP PARKS AND RESORTS Global View. Local Focus. BuffaloBuffalo Niagara Niagara Int’l Int’l Airport Airport BuffaloBuffalo Niagara Niagara Int’l Int’l Airport Airport TRAVEL PembrokePembroke Travel Travel Plaza Plaza NiagaraNiagara Falls Falls State State Park Park Pembroke Travel Plaza GAMING Niagara Falls State Park BlueBluePembroke Cross Cross Arena TravelArena Plaza TheNiagara Westin FallsBuffalo State Park Blue CrossSyracuse Arena Hancock Int’l Airport TheThe Westin Westin Buffalo Buffalo Blue CrossSyracuse Arena Hancock Int’l Airport PATINA RESTAURANT GROUP Global HeadquarterThe Westin Buffalos SyracuseSyracuse Hancock HancockThe Gideon Int’l Int’l PutnamAirport Airport Resort & Spa GlobalGlobal Headquarter Headquarters s TheThe Gideon Gideon Putnam Putnam Resort Resort && SpaSpa GlobalPatina Headquarter 250 s SenecaSeneca Travel Travel Plaza Plaza The Gideon Putnam Resort & Spa PatinaPatina 250 250 SenecaSeneca Travel Travel Plaza Plaza KeyBank CenterPatina 250 Finger Lakes Gaming & Racetrack KeyBankKeyBank Center Center FingerFinger Lakes Lakes Gaming Gaming & & Racetrack Racetrack HamburgKeyBank Gaming Center ScottsvilleFinger Travel Lakes Plaza Gaming & Racetrack Calgary Int’l Airport HamburgHamburg Gaming Gaming Scottsville Travel Plaza Calgary CalgaryInt’l Airport Int’l Airport Hamburg Gaming ScottsvilleScottsville Travel Travel Plaza Plaza Calgary Int’l Airport New Era Field Clarence Travel Plaza NewNew Era Era Field Field ClarenceClarence Travel Travel Plaza Plaza Glasgow Airport New Era Field Clarence Travel Plaza Glasgow Airport Kalaloch Lodge at GlasgowGlasgow Airport Airport OlympicKalaloch National KalalochLodge at ParkLodge at Patina Restaurant Group East Coast (17) Olympic NationalKalaloch Park Lodge at Pine Lodge PatinaPatina Restaurant Restaurant Group Group East East Coast Coast (17) (17) Jake’s 58 Casino Hotel OlympicOlympic National National Park Park Pine LodgePine Lodge PatinaThe Plaza Restaurant Hotel Grand Group Ballroom East Coast (17) Jake’sJake’s 58 58 Casino Casino Hotel Hotel Pine Lodge Detroit Wayne County Airport TheThe Plaza Plaza Hotel Hotel Grand Grand Ballroom Ballroom Jake’s 58 Casino Hotel Little Caesars Arena DetroitDetroitDetroit Wayne Wayne Wayne County County County Airport Airport Airport CorporateThe Plaza HotelDining Grand Services Ballroom (6) Little CaesarsLittleLittle Caesars Caesars Arena Arena Arena New England Aquarium CorporateCorporateCorporate Dining Dining Dining Services Services Services (6) (6) (6) Holiday Inn West Yellowstone Explorer Cabins at Yellowstone Guaranteed Rate Field New NewEngland England Aquarium Aquarium GuaranteedGuaranteed Rate Field Rate Field LoganNew Int’l England Airport Aquarium Holiday InnHolidayHoliday West Inn InnYellowstone West West Yellowstone YellowstoneExplorerExplorerExplorer Cabins Cabinsat Cabins Yellowstone at at Yellowstone Yellowstone Guaranteed Rate Field Gray Wolf Inn & Suites The Ridgeline Hotel at Yellowstone Lambeau Field LoganLoganLogan Int’l AirportInt’l Int’l Airport Airport Gray WolfGrayGray Inn Wolf Wolf& Suites Inn Inn & & Suites SuitesThe RidgelineTheThe Ridgeline Ridgeline Hotel at Hotel Hotel Yellowstone at at Yellowstone YellowstoneLambeauLambeauLambeau Field Field Field TD Garden | The Hub on Causeway Yellowstone Park Hotel Wisconsin State Fair & Expo Comerica Park TD Garden | The Hub on Causeway YellowstoneYellowstone Park Hotel Park HotelYellowstone Vacations Wisconsin State Fair & Expo HubTD GardenHallTD | GardenBanners | The |Hub TheKitchen onHub Causeway & on Tap Causeway Pride Park Stadium Yellowstone Park Hotel WisconsinWisconsin State Fair State & Expo Fair & Expo ComericaComericaComerica Park Park Park YellowstoneYellowstoneYellowstone Vacations Vacations Vacations The Lodge at Hub HallHubHub |Hall HallBanners | |Banners Banners Kitchen Kitchen Kitchen & Tap & & Tap Tap PridePride Park ParkPark Stadium StadiumStadium Boise Airport Yellowstone General Stores The LodgeThe Lodge at at Agganis Arena Ricoh Arena Boise AirportBoise Airport YellowstoneYellowstoneYellowstone General General GeneralStores Stores Stores Geneva-on-the-LakeThe Lodge at Agganis Arena RicohRicoh Arena Arena Boise Airport Target Field Geneva-on-the-LakeGeneva-on-the-LakeGeneva-on-the-Lake AgganisAgganis Arena Arena London Luton Airport Ricoh Arena Target TargetFieldTarget Field Field Xfinity Center Sea Crest Beach Hotel London Luton AirportEmirates Stadium Minneapolis–St. Paul Int’l Airport XfinityXfinity Center Center Sea Crest Beach Hotel WembleyLondonLondon Stadium Luton Airport Emirates Stadium Minneapolis–St.Minneapolis–St. Paul Int’l Paul Airport Int’l Airport Xfinity CenterDunkinSea Crest SeaDonuts Crest Beach Center Beach Hotel Hotel Wembley Stadium EmiratesEmiratesLondon StadiumStadium Stadium Minneapolis–St. Paul Int’l Airport Dunkin Donuts Center UK CorporateWembleyWembley Office Stadium London Stadium Allianz Field Miller Park MetLifeDunkin StadiumDunkin Donuts Donuts Center Center UK Corporate Office LondonLondon Stadium Stadium Allianz AllianzField Field Miller Park MetLife Stadium UKUK CorporateCorporate Office ExCel London Exhibition Centre Ruby Seven Studios AllianzSoldier FieldMiller ParkFieldMiller Park RedMetLife BullMetLife ArenaStadium Stadium London Heathrow Airport ExCel London Exhibition Centre Ruby Seven Studios Soldier Field Red Bull Arena London Heathrow Airport ExCelExCel London London Exhibition Exhibition Centre Centre Ruby SevenRuby Studios Seven Studios Jumer’s Casino & SoldierHotel SoldierField Field Progressive Field HowardRed L. Bull RedLamade Arena Bull StadiumArena LondonLondon HeathrowHeathrow Airport The Valley – Charlton Football Club Jumer’s Casino & Hotel
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