BIRGIT KOELLNER-GOZLAN
Birgit has been with Marriott International for 26 years. She came to Monarch as its GM in 2007. She also has had responsibility for the Harbour Club and Heritage Club resorts in Sea Pines. When she arrived, GMs rotated through Sea Pines every 1-2 years, the stop was seen as just another needed step on the Marriott corporate ladder. Birgit, however, saw more opportunity at Monarch, as a place to build a career and also a pretty good place to live and raise a family.
When Birgit arrived at Monarch, we had issues with parking, laundry, housekeeping and engineering, to mention a few. Birgit jumped in and looked for solutions to all these issues. Although these issues are never completely solved, Birgit improved all the processes and created standards for managing them consistently, professionally, and in a way that benefitted Monarch guests.
Birgit has a passion for developing people and the Monarch and other Sea Pines resorts have been a launching pad for so many careers. Over the years she has supported and groomed multiple Managers and Associates, who have gone one and continued in very successful careers, both on site and off site. She has built a team that thinks out of the box and is just as passionate as she is at keeping the Monarch on the cutting edge. Over the years there have been vast improvements to the site. Including a generational renovation, removing the jacuzzi tubs, full façade redo’s, roof replacements, splash pad, now a reenergized pool zone to include a large jacuzzi spa and new dunes cross over. Phase II will include a large wrap around deck to showcase the best view on the island. Birgit is a visionary who over the years has really focused on bringing the Coastal Carolina charm back to the Monarch. There are Monarch experiences to be had on multiple levels, expanded fitness programs, and activities.
Monarch is lucky to have had Birgit come to Monarch many years ago, and to look forward to staying there to support and serve a great vacation spot in the Marriott timeshare program. Please be sure to say hi to Birgit if you see her on your next visit to Monarch.
NICOLE RHETT
Nicole has been with Marriott for 14 years, starting at the original Welcome Center just outside Sea Pines, and working at the Monarch Front Desk for the past 13 years. Many Monarch owners have come to know Nicole and her warm smile. They have been greeted by her many times when they call the Front Desk or check-in when arriving for their vacation. Nicole’s responsibilities are to take care of all guests before they arrive and then during their stay.
If you have experienced working with Nicole, you know that she loves working with people. Her longevity with Monarch at the Front Desk explains her comment that “Monarch is home to me”. She says that the favorite part of her job is seeing all the owners returning each year and catching up with them again, and speaking with them on the phone between visits. The least favorite part of her job is dealing with parking issues that come up, especially in the summer season. We all know the severe parking restrictions we have at Monarch due to the limited parking spaces, and Nicole finds it difficult when she has to turn down requests for additional parking passes, requiring guests to sometimes having to park their cars in the Sea Pines provided lots near the Sea Pines entrance.
When Nicole is not working at Monarch, she enjoys cooking and reading, and spending time with her family. As a person who has spent her entire life on Hilton Head Island, she does not enjoy going to the beach.
If you have not yet met Nicole, be sure to say hi to her on your next visit to Monarch.
MOSES YOUMANS
Moses has been with Marriott timeshare on Sea Pines for about 15 years. He started out at Harbour Club as a general handyman, also involved in loss prevention, engineering, and even housekeeping. He was a man wearing many hats in those days.
Moses says that when Birgit arrived at Monarch about 14 years ago and met him, she quickly recruited him to come to Monarch to serve in a similar role. It was about 5-6 years ago when he was made the head of the bike operation at Monarch. Everyone knows the bike operation requires a large effort to be successful here, making sure we have enough bikes for all guests, that we have needed options for children of all ages, and that all bikes are safe and reliable. Moses has a team of four workers supporting him, and they also manage bike rentals at Harbour Club and Heritage Club.
Moses says the best part of his job is meeting and being around all the people – including all the Monarch guests and his co-workers. Moses says he still loves his job after all these years, and has a “peaceful mind” when he goes home each day after work.
Moses was born in Fairfax SC, about an hour from Hilton Head Island. In his life, he has lived in Brooklyn NY, Charlotte SC, and Orlando FL, before settling down here. His last job before joining Marriott was working security at the Savannah River nuclear plant.
QUINCY BUSBY
Quincy has been at Monarch for the past 12 years. For his first eight years, he was an engineer. He then moved over to become an Operations Supervisor to gain some additional skill sets to become eligible for promotions. After about two years, he returned to the Engineering Dept. and has been the Assistant Chief Engineer for the past 2 years.
Quincy now oversees the Maintenance Dept. which employs 9 engineers at Monarch and 3 engineers that serve the Heritage and Harbour Club properties. The engineers provide a Villa Care service during turnover every Saturday where they check units for problems before owners and guests check in each week to identify some problems before the owners find them and have to call in for repairs. They provide a weekly test of our water quality, which was identified as an important issue a few years ago and now requires considerable testing and maintenance to prevent any issues from developing within that system. They also test the fire pump system weekly to ensure it is working properly so water is sure to be available if the fire department is needed to put out any fires at Monarch. Note that the attached picture of Quincy is with the fire pump system located at the western end of the Magnolia building.
The Engineering team also has a major responsibility during the 2-week annual maintenance period each January to thoroughly check and test all villa components to ensure they are working correctly.
Quincy was born and raised in south Philadelphia PA. He was a Project Manager for a home builder there. When his company purchased a building company in Bluffton, Quincy moved here as their Project Manager. He worked there until the recession of 2008 caused his company to close down. It was then that Quincy joined Monarch and has been here ever since.
Quincy met his wife of 20 years here and he enjoys his family time with his 3 children ages 9, 11, and 16. His family loves to travel, especially to Universal Studios in Orlando and Busch Gardens in Tampa.
Quincy seems to be everywhere at Monarch so be sure to say hi to him when you are here.
MARGIE PALAU
Margie is currently the Operations Coordinator for Engineering. She has been with Marriott Vacation Club (MVC) here on Hilton Head for 21 years at the end of February. She started out in Accounting when she moved to Hilton Head, and worked in the old Marriott Welcome Center out near the Sea Pines entrance. Her role involved working for all eight MVC properties on Hilton Head. After five years in this role, she switched to human resources (HR), which resulted in her moving from upstairs in the Welcome Center to downstairs.
Then, nine years ago Birgit convinced Margie that she should join her team here on Sea Pines. Margie agreed and has taken on her current role and has held it since that time. She has responsibility for all ordering and receiving of materials, as well as accounting, and paying all bills for the Engineering Department whose team covers Monarch, Harbour Club, and Heritage Club. Margie’s office is in the Harbour Club building. Birgit has done a great job of building her support staff that cover all three of the MVC Sea Pines properties and allows all three properties to be maintained with a single staff.
For five years, Margie also managed the twice-a-year “yard sales” that were held for the three Sea Pines resorts. Slightly used housewares that were still quite usable but had to be replaced because they no longer met the MVC use criteria, as well as lost and found items that had not been claimed in 90 days, were sold to MVC staff and friends with all revenue being donated to Children’s Miracle Network. What a great volunteer effort for our three MVC resorts to do for others, just another side of the lives of our staff members.
Margie was born and raised in Williamsport, PA. She then moved around until resettling in Williamsport to be near family. Then later in life, her sister and brother-in-law and mother moved to Hilton Head. So Margie moved down here as well in 2000 and has been here ever since working for MVC.
The previous employees that were highlighted here were all employees who were guest facing, meaning they were employees that guests might see and interact with during their annual visit to Monarch. Margie is our first featured employee who is not guest facing, but serves in an equally important role in ensuring that Monarch (and Harbour Club and Heritage Club) all operate in a professional manner providing the needed services that Monarch owners have come to expect over our almost 40-year history.
TRENT MYERS
Activities Resort Operations Supervisor
Trent has been with Monarch for 2.5 years. He got his start here with Club Thrive, then soon moved into his current role which he has held for the past 2 years. Trent is a professional personal trainer and group exercise leader. The Activities team is busiest in the summer season with the following activities – aqua fit, yoga, triathlon, bingo, name that tune, scavenger hunt, soccer, inflatable water slide, numerous craft activities, wine and paint, socials, and bike rides. Trent leads the wine and paint activity as he is also a trained artist who received his college degree in art.
Activities that are year-round include wine and paint, aqua fit, games, oyster shell painting, driftwood art, yoga, bike rides, and nature walks. So the activities team is busy all year round leading all these activities for Monarch owners and guests.
The activities team also has overall responsibility for the bike operation at Monarch, for the tours that are also provided for owners and guests in the spring and fall, and for the sale of the Do It Yourself (DIY) crafts that are for sale in the Monarch lobby.
Trent also provides workshops on cellphone photography at Monarch, and can provide you lots of helpful hints to maximize your success with cellphone photography.
Trent grew up in western New York, and went to Ashland College in Ohio as an art major. He met his wife in college there and she was from Ohio. So they settled in Akron to raise their family of 4 children. Trent worked for a long time there as Aquatics and Fitness Director at a local Fitness Center. Their family frequently vacationed on Hilton Head Island, and loved it here, but were not aware of Marriott Vacation Club.
A few years ago, Trent and his wife gave some thought to considering a move to Hilton Head, a place where they still had many fond memories. When a job opened up on the island that his wife was suited for, they decided to have her apply just to test the water. It turned out that just 3 weeks later they were planning their move to Hilton Head as she quickly landed the job. Trent then found Marriott and specifically the position at Monarch that was appropriate for him, and Trent and his wife have never regretted their move.
Beacon Awards Archive
Associate of the Month
MIGUEL MAGANA
Miguel is the Beacon Award Winner for the month of September 2022. He is a relatively new Marriott’s Monarch Front Desk Associate. Since his hire date, he has made vast improvements in front desk processes making them more efficient and easier to perform. We are excited to see him grow in his career with Marriott and at the Monarch.
“Starting a new chapter in his life, Miguel started working with Monarch on July 2022. Currently, as one of Monarch’s Guest Services/Front Desk Associates, he greets everybody through the Monarch lobby with his unforgettable smile!
The guest services/front desk team are the first people that the guests encounter when coming into Monarch and serves as the main contact point for everybody in the whole resort. Miguel grew up in Quezon City, Philippines and went to De La Salle University – Manila as a Computer Engineering major. After graduating from college, he started working as an I.T. associate for a business run by a celebrity preacher in the Philippines, eventually making his way into becoming the Social Media Department Head of the said company. He was then given the opportunity to come to the United States to become a lawful permanent resident.
Back in May 2022, he was invited by his aunt and uncle to visit Hilton Head and when he arrived, Miguel fell in love with the culture, people, and environment, as Hilton Head reminds him of his home back in the Philippines. Deciding to move in with his aunt and uncle, he then found Marriott and decided that he was made for the front desk and guest relations as he loves to interact with people, hearing their stories, and making people smile!”
Manager of the Quarter
MACKENLEY JEAN
Mackenley, known by his peers as Mack, has been with Monarch for about 2.5 years. He started at Monarch as the Director of Services where he was responsible for the housekeeping department. In August of 2022, Mack transferred to the front desk as the Front office Manager.
Mack is known as a “Marriott child”. He has been with the company since August of 2005. Out of high school, he started his job at Marriott Harbour Lake in Orlando as Sales Clerk. Fast forward to 15 years later, this has become his career. It all started in Orlando FL. Throughout his career, he wore different hats and held diverse positions, such as Safety & Security and Housekeeping Coordinator.
Mack grew up in Haiti, the 2nd largest city named Cap-Haitien. His parents migrated to the US back in 2002. He graduated from Olympia High School in Orlando and moved on to obtain his bachelor’s degree in hospitality management at the University of Central Florida, Rosen College of Hospitality. Since finding his passion in hospitality, Mack has mastered the ability to develop goals and strategies to improve work productivity and in turn ensure the owners and guests are completely satisfied with their overall stay.
Mack is a strong leader in hospitality and can form an inclusive environment that respects diverse talents and methods of learning.
Associate of the Month
ALANIS
Alanis joined the Sea Pines Family in July 2022 as a Monarch Guest Service Agent. She brings customer service experience and is a very quick learner as proven by her taking on more responsibility. She has also become a guest favorite and she is always a team player willing to go the extra mile. We are very lucky to have her on the team!
Manager of the Quarter
JARED CREWS
Jared worked in Sea Pines, many moons ago as an Assistant Chief. He was quickly promoted in the Company and worked at various sites in Tahoe, Park City, and San Diego. He is a two-time Director, has a wealth of knowledge, and is caring and compassionate about his people. We are very excited to welcome Jared back to Sea Pines.
Albert Dwyer
Albert Dwyer has been with the company for almost two years and is the backbone of our water program. He is also always ready to help with other projects and other engineering tasks. During the maintenance weeks period, he replaced over 200 lights, worked on over 40 doors, and patched many walls and ceilings as needed. He is a an asset to the team and his work ethic is appreciated by his peers.
Quincey Busby
Quincey Busby has been with the company for many years and is adored by our owners and associates alike. He is always engaged with his team while they are hard at work making the property beautiful and functional. You may find him under a building making sure things are running smoothly just as much as being around the pool having fun with the owner's children. He is always looking out for his team's morale and growth.