Delaware North at 100

PHOTO: Jim Houser of Delaware North.

Delaware North, well known in the industry for operating national parks lodges and restaurants, is marking its 100th anniversary in 2015. The family-owned company, based in Buffalo, N.Y., launched a new brand campaign coinciding with its centennial.

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The new brand, Delaware North, replaces the name “Delaware North Companies Parks & Resorts,” as its operating companies were called previously. Jeremy M. Jacobs, chairman, and Louis Jacobs and Jeremy Jacobs Jr., co-chief executive officers, also recently announced leadership changes, including naming Rick Abramson as executive vice president of Delaware North and assuming chief operating officer responsibilities.

Abramson was formerly president of Delaware North’s parks and resorts business, and executive chairman of its operations in Australia and Asia.

Vacation Agent discussed developments at the parks and resorts with Jim Houser, COO and interim president.

What is Delaware North’s overall mission?

You can’t really understand a place until you understand its culture, history, landscape and tradition. Delaware North provides stewardship and hospitality services in special places, and is dedicated to creating memorable experiences as unique as the destination itself.

What’s new at Delaware North as it celebrates its centennial this year?

We’re definitely excited about the reopening of Lizard Island off the Great Barrier Reef in Australia following a $45 million transformation. The revamped resort will feature exquisite new enhancements, including its new stand-alone suite, The Villa, which offers two bedrooms, each boasting en suite luxury bathrooms; a finishing kitchen; a plunge pool; and an expansive deck with panoramic views.

Other suite improvements include The Pavilion suite, with its private gazebo and plunge pool and a separate expanded lounge room; several Sunset Point Villas with private plunge pools; and the popular beachfront Anchor Bay Suites and peaceful Garden Rooms that will now feature LCD smart televisions.

Guests can also enjoy Lizard Island’s gourmet Australian cuisine and wine in an entirely new way, as they revel in the restaurant’s new dedicated wine room and open, interactive kitchen.

Those looking for a top-notch pampering experience will find it in the resort’s expanded spa.

Delaware North will also own and operate The Westin Buffalo, which is slated to open in June 2016, in Buffalo, N.Y., as part of the new 12-story, mixed-use development that will house the company’s new world headquarters.

The Westin Buffalo will feature 118 guestrooms, 4,000 square feet of state-of-the-art meeting facilities, a restaurant and all the Westin brand’s signature services and amenities.

What does Delaware North offer in Australia?

We have two high-end, luxury properties in Australia — Lizard Island on the Great Barrier Reef, discussed above, and El Questro Wilderness Park & Homestead in Western Australia’s Kimberly region.

El Questro Wilderness Park & Homestead is set on 1 million acres of stunning, rugged terrain, offering a unique outback experience. With only nine rooms/suites for a maximum of 18 guests, The Homestead is set on a cliff overlooking the Chamberlain River, and offers stunning views, luxurious accommodations, fine food and wine, personalized service and the ultimate in privacy.

In which national parks does Delaware North operate?

We’re a longtime concessionaire of the National Parks Service managing food service and hospitality in some of our nation’s most iconic parks, including Yosemite National Park, Yellowstone National Park, Shenandoah National Park, Peaks of Otter, Grand Canyon National Park, Olympic National Park and Sequoia and Kings Canyon National Parks.

We operate a range of services, including lodging, retail, food and beverage, recreational activities and interpretive programs. As stewards for the national parks, we strive for balance in terms of protecting these amazing parks while ensuring that visitors have the opportunity to enjoy them.

A national park vacation is a truly authentic experience that is both emotionally and physically rewarding and appeals to a wide audience, including families, couples and active adults.

What’s new at your national parks properties?

Tenaya Lodge at Yosemite recently launched a $5 million remodel that will refresh 240 of the main lodge’s rooms and suites. The first phase of the resort’s refresh is scheduled to be completed this spring, with the entire west wing featuring premium rooms. A variety of upgrades include new bathrooms with granite countertops and barn-inspired doors; new luxury bedding; new sofa sleepers in suites and extended queen rooms; and new plush carpet, among other upgrades. The project will wrap up in spring 2016.

We have invested nearly $18 million in renovations to 11 of our lodging properties across North America, continuing our mission of providing guests with lodging experiences that exceed expectations and enhance their visit. For example, we’ve renovated three of our lodges in the Virginia area — Big Meadows Lodge and Skyland Resort in Shenandoah National Park and the Lodge at Peaks of Otter. We updated the décor, the soft goods, fixtures and amenities to elevate our guests’ experience.

How do you work with travel agents?

We offer travel agents a commission. We also have direct connections from our systems for any wholesalers who might want to work with us through Sabre. We can also provide digital assets and supporting collateral materials.