by Morton D. Rosenbaum | October 01, 2005

Trench joins The Hyland Group
Erin Trench, CMP, joins The Hyland Group, a Washington, D.C.-based site-selection consultancy for meeting planners, as its Storrs, Conn.-based director of events and communications. Trench comes from a previous post as conference manager for the National Association of Broadcasters, also based in D.C.

May teams up with Galactic
Carole May, CMP, has been hired by Arlington, Texas-based Galactic Ltd. Meetings and Incentives as national account executive. May was last working with Las Colinas, Texas-based Sunbelt Motivation & Travel as account executive.

Christina Burchett is the new national sales manager for PRA Destination Management Phoenix~Scottsdale. 
Andrew J. Dennis has been named the national sales manager for Phoenix’s Pointe South Mountain Resort. 
Claudia Garnica and Nathan Tollet have been hired as national key account sales managers for the Greater Houston Convention and Visitors Bureau. They’re joined by new convention sales managers Russel Harris, Robert Hockaday and Judy Johnston.  
Loren Gold is the new director of sales for the Greater Raleigh (N.C.) Convention and Visitors Bureau. 
Adam Leon is the new area director of sales and marketing for The Bentley Hotels, based in Miami Beach. 
Tom W. Malek was named national sales director for AEX Convention Services LLC, based in both Harbour Township, N.J., and Houston.
Robert Marx has been named director of marketing for the San Jose (Calif.) Convention & Visitors Bureau and the city’s convention center management entity, Team San Jose. 
Heiko Novak has been named sales manager for Chicago’s Hotel Allegro and will handle groups from the Midwest.
Arthur Shaw is the new Eastern region director of sales for the Fort Worth (Texas) Convention & Visitors Bureau.

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Karen Mitchell"People perceive a hotel as a very public place; they’re afraid
to put their heads on the pillows."

After 17 years with the Hilton family of hotels, Karen Mitchell, head of housekeeping for Chicago’s Palmer House Hilton, runs one of the chain’s tightest ships. In this year’s Hilton customer survey of housekeeping staff helpfulness, Mitchell’s 1,639-room property was the only one in the top 10 with more than 400 rooms. M&C asked Mitchell how she and her 350 employees keep it together.

What is the toughest part of your job? Quality. People perceive a hotel as a very public place; they’re afraid to put their heads on the pillows. We have to work hard to make sure our guests know they’re in a clean space. We bleach the pillows; we sterilize the doorknobs every quarter.

What do you look for when you stay at other hotels? I look in the corners, the bed. I can tell by the carpeting whether the room is clean. And by the bathroom, of course.

We’ve heard of hotels using one washcloth for their drinking glasses and bathroom counters. Presumably this is not Palmer protocol? What? Goodness! We put our glasses through a dishwasher.

What’s the most bizarre thing you’ve found in a hotel room? Now, now. Part of being in the business is discretion. Some of our VIPs do make special housekeeping requests. Carol Channing is allergic to cleaning sprays.

What should we be tipping for room care? Truthfully, that’s up to the person, but I would say two to three dollars a day. My staff is very kind, but everyone loves tips.