Angelina Kauffold is the ‘captain of the ship’ at Sea Shells Beach Club
When Angelina Kauffold was growing up in Alaska, her father and hero, Jack Lewis, worked for the government, trained Navy Seals, and also owned a dive rescue business for 30 years. Being around the military and being a certified diver at 12 years old, at the time she thought diving was going to be her dream job when she got older. Thirteen years ago she moved to the “world’s most famous beach” where she now has her actual dream job.
Angelina is the general manager of Sea Shells Beach Club in Daytona Beach, Fla., a 37-unit property owned and managed by Global Connections. She said she has always loved working with people and helping customers with issues, trying to make sure they walk away with a smile.
“I have always felt there is an answer to every problem, and what people need to see is that we understand their frustration no matter how small it may seem to everyone else, and I try to listen to them and care equally for each customer we are dealing with,” Angelina said. “I have two mottos. They are, ‘Even when you’re on the phone, smile! They can hear it in your voice,’ and ‘Make sure everyone that leaves you feels helped in some way.’”
When we asked Angelina what her favorite part of her job is, she said it was being a part of such beautiful family vacations. “I always tell my staff that I feel so blessed to be a part of our guests’ lives in this way. We are housing some on vacations each year, every few years, or simply just a much-needed getaway.
“Whatever the case, they are here because they are hoping to get away from all of the business in their lives and live free as a bird for just a short period of time. I could not imagine doing anything else because of the blessing I have been given to be a part of that for my guests.”
And what about her least favorite? “I think like everything else in life, we would like things to be done and happen right now. In a business atmosphere, I have learned over time to take things one day at a time and make many lists of projects to be worked on gradually. This list will grow daily and the biggest key is to prioritize and be flexible. Remember that people look up to you, and it is important to handle things calmly and not to let things get to you, laugh as much as possible and roll it off because there is always another day ahead.”
We asked Angelina about some of the challenges she faces as a resort general manager, and she said, “As a part of my job, as for all general managers, we are responsible for all souls in our locations. It is like the captain of a ship, I often say. I spend a lot of time at my resort because of how much pride I take in it, but I also take pride in taking care of all the people that are here vacationing.
“We cannot always please all people, however, I do see how it makes a difference when you really care and it is not just a job. The guests can see that, too. Their vacations often are a reflection of how we feel on that day, as well. Lots of smiles and, ‘How can I help you?’ are needed daily, and that really makes us all feel better.”
Angelina said the patience and understanding of doing things one at a time, and prioritizing when you have so many things you would like to change, comes after many years of understanding it cannot all happen right now. “Explaining this to people is difficult, but it helps to have staff meetings and open-door policies. Always find ways to let staff members know they are part of a team.”
She also said it is important to always give credit where credit is due, and if staff members are doing a good job, let them know. “This way, when you have to send them back to correct any mistakes, they know they are appreciated for all of their hard work. In this industry, we are a reflection of our work, good or bad, so they take pride in doing a good job and making guests happy.”
Sea Shells Beach Club was recently awarded the prestigious White Glove Award for housekeeping excellence by the Superior Small Lodging Association, which awards this honor to properties receiving a perfect housekeeping score of 100 percent through annual inspections and reviews.
Related: Global Connections’ Sea Shells Beach Club Ideal Family Destination
Small lodgings are nominated and routinely inspected by experienced independent inspectors who select the winning facilities based on strict industry criteria, including room cleanliness, furnishings, amenities, and the quality of bath and bed linens. Sea Shells Beach Club is one of only 88 locations throughout Florida earning the coveted White Glove Award for 2012.
“The White Glove Award is truly a reflection of so much hard work we do daily,” said Angelina. “This award is also an opportunity to let the guests know that they are staying at a resort that takes pride in their rooms and how clean our resort is. This cannot happen overnight. This award is achieved by a daily work-hard ethic in all staff members from housekeeping, maintenance, along with the front desk. Like anything else when things are cared about daily, the problems can be corrected quickly and our resort can keep moving even through the busiest of times.”
Even though her job keeps her really busy, she’s always sure to make time to spend with her family “Spending time on the beach relaxing with my family is how I love to spend any free time I have.”
If Angelina didn’t have this job, what would she like to be doing? “If this did not exist for me I think I would love to work with animals, especially ones in the water due to spending so much of my life with my father in the water. This would make me happy, as long as I was rescuing something.”
And finally, we asked her what achievement she is most proud of. “If it is my professional environment, I would have to say working in the hospitality industry around so many great people, and having the honor of managing a resort on the beach. If it is personal, then most definitely my children. I have a beautiful 19-year-old daughter and an 8-year-old old son. Both of them along with my husband are my world, and mean everything to me.”
Angelina went on to say, “I always say that we are blessed to have a smaller resort on a beachfront location. I cannot tell you how nice it is to see guests return year after year and book a year in advance just so they can be sure they are reserved a spot at our resort. This has given all staff and me the opportunity to know each one of our guests along with all of their family on a first-name basis, and I would not trade that for anything!”
