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The following profile looks at one of several Chamber members featured in the summer edition of our INSIGHT Magazine promoting tourism in Our Own Backyard

Customer satisfaction means a great deal at Homewood Suites by Hilton Cambridge/Waterloo.

The busy Jamison Parkway hotel has become a beacon for travelers by providing not only a variety of amenities but special tourism packages highlighting some of the unique attractions our region has to offer.

“We have a great package with the African Lion Safari, so that's one of our biggest packages we have here,” says General Manager Bev Nash, noting the popularity of ‘staycations’. “We do really well with that every summer, so that's a nice feature for Cambridge to have that brings people here, especially with the hesitation people have now travelling to the U.S.”

As well, the hotel has become a popular location to host corporate events thanks to its selection of conference rooms and is a popular destination for visitors from the U.S., despite the ongoing trade and tariffs issues dominating headlines. 

“We do still have quite a few American travelers,” says Bev, adding some feel the need to actually apologize for the current economic tension between the two countries when they arrive at the front desk to check in. “We really want to make sure they still feel welcome and wanted because we still need them.”

She credits the hotel’s 40-plus staff members for always making an extra effort to ensure all guests not only feel welcomed but are provided with a sense of being ‘home away from home’, which is the hotel’s motto.

Unexpected career path

“I’ve been here for 10 years, and the team is amazing. I can’t say enough good things about them,” says Bev, who took on the general manager role at the beginning of the year following the departure of long-time GM Vanessa Stevenson. “I probably would never have taken the job after Vanessa left if it wasn’t for the team we have because they are phenomenal at what they do.”

Her journey into the hospitality sector was not planned but unexpectedly came about after moving to the area when her husband began working at Toyota Motor Manufacturing Canada (TMMC).

“We lived in Kitchener for a brief time and when we were looking to buy a house, we both fell in love with Hespeler,” says Bev, joking that her commute to work is only four minutes. “This hotel was just finished being built and I always thought, ‘I want to work there’.”

Despite not having any experience in the industry, she landed a part-time gig when her two children (now aged 14 and 20) first started school and worked weekends as the hotel’s night auditor – reconciling guest accounts and verifying transactions – before a full-time position opened on the front desk.

“I was on the front desk for about four years and then became front office manager for the next six years until, sadly, Vanessa left in January,” says Bev, noting her transition to GM was relatively seamless thanks to the groundwork that had already been laid. “We a very good open-door policy here. And when I was front office manager, I kind of sat right in the middle so many people came to me anyways.”

Empowering employees key

She says the Homewood Suites staff have been empowered to make decisions that will ensure guests always remain satisfied.

“If you make a guest wait, they are likely to get a bit angry. So, if we can make it right immediately, that’s why we make sure we power our team,” says Bev. “Technically I’m on call all the time, but I rarely get called because they are very capable.”

She says having a ‘happy team’ is the best way to keep guests content and is the best career advice she ever received. 

“Having a team you can rely on transmits to our guests being happy and that obviously helps the hotel,” says Bev, noting visitors appreciate the many ‘comforts’ Homewood Suites offers, including its daily hot buffet breakfasts. “We get a lot of feedback from our guests that staying here feels like home and that’s kind of what we strive for.”

Unlike many hotels, Homewood Suites is an all-suite property which means its 108 rooms – including its two- or one-bedroom suites – come equipped with kitchenettes, a feature that is ideal for families or long-term guests, some of whom may have been displaced due to unforeseen circumstances such as a fire or flood. 

“We try our best to make sure they have all the comforts of home,” she says, adding the pet-friendly hotel also features the necessary accoutrements – including food, bowls, and portable cat scratching posts – to make sure guests’ four-legged pals have what they need. This includes customized Homewood Suites dog treats.

Creating special memories important

“We also host an evening social on Wednesdays, with a light meal included,” says Bev. “This offers a great chance for the management team to socialize with our guests.”

When it comes to working in the hospitality sector, she says the best part is the opportunity to create special memories for both her team and their guests.

“Sometimes it’s a birthday, an anniversary, or a wedding. We love it when there’s a wedding. We all gather around to watch the couple leave,” says Bev.

“It’s very nice because it’s something different every time. I think the best part is being part of people’s memories. But the worst part can be if something goes wrong, so we try very hard to make sure that never happens.”

In terms of the future, she says there are plans in the works to undertake a full renovation of the hotel, making it an even more attractive option for visitors coming to Cambridge.

“I’ve never experienced a full renovation here before,” says Bev, adding Homewood Suites underwent a partial lobby renovation a few years ago requiring guests to check in through a side door. “It was interesting, but we made it through. I think the renovations are going to be exciting and am looking forward to it.”

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