Feedback Opportunity for Aramark and NPS

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nzaugg

nzaugg

Escalante-Class Member
A group of frustrated boaters at Wahweap recently reached out to NPS regarding the severe degradation of services at the Marina. This group met with rangers regarding the problems and were provide with the following information as points of contact for reach out.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Nichelle Rich
Concessions Management Specialist
Office: 928-608-6324
Cell: 928-660-7053
[email protected]

James Hickman
Concessions Management Specialist
Office: 928-608-6322
Cell: 928-614-0354
[email protected]

The key to NOT getting frustrated is understanding what is a National Park Service issue, and what is an Aramark issue. Second is to have a valid phone number/email that has a person with messaging set up to respond.
These individuals are with National Park Service and are also responsible for monitoring Aramark’s performance. Aramark is operating under a very old agreement that is not very specific, like most updated contracts are today. However, two times a year this department audits Aramark, and emails from you to them are helpful. If you are not getting sufficient services through the processes/methods I’ve provided here, Ms. Rich and Mr. Hickman are available to receive emails and pictures.
We can all work together to make things better and easier in this beautiful paradise.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

So, when suggestions need to be made for NPS to direct to Aramark, this is your conduit. Instead of complaining (not us, but when someone has something to say), offer solutions. I think that Nichelle and James need to hear from the public, since they haven't had public input in the past. I think that the NPS largely has no idea what's really going on lake-wide. So let them know about the issues related to lack of functioning pumpout facilities, non-existing on-lake mechanical services, poor fuel quality, and yes, lack of a mid-lake ice cream outlet.

Let them hear what needs correction in advance of the audit.
 
lakepowellnut said:
Great information! I wonder if we could get a list of responsibilities that Aramark has and the same for the NPS. I know there seems to be some confusion, at times, as to who is responsible for what.
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Based on my experience with bureaucracies that confusion is a feature not a bug. I’ve worked with Grand Canyon leadership (not NRA, but they are kissing cousins) quite a bit from a construction perspective. I can’t say I was very impressed. The system seems designed to thwart any employee who shows initiative. If they succeed, they get moved to a new posting. So chances are those named above really don’t have a perspective on the lake, as they were moved here from elsewhere as an administrator, not because they had passion for the subject or local connections.
 
VikingRanch said:
Based on my experience with bureaucracies that confusion is a feature not a bug. I’ve worked with Grand Canyon leadership (not NRA, but they are kissing cousins) quite a bit from a construction perspective. I can’t say I was very impressed. The system seems designed to thwart any employee who shows initiative. If they succeed, they get moved to a new posting. So chances are those named above really don’t have a perspective on the lake, as they were moved here from elsewhere as an administrator, not because they had passion for the subject or local connections.
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I think I’ll take my chances by asking. I’m not expecting miracles, but a baseline of expectations (accurate or not) is a start.
 
lakepowellnut said:
I think I’ll take my chances by asking. I’m not expecting miracles, but a baseline of expectations (accurate or not) is a start.
Click to expand...
I got distracted and didn’t finish my thought. Absolutely ask. I was impressed by several of the individuals I got to know, I’m proud that many of our best and brightest choose public service. I’m unclear the system is set up to support them.

But the way to improve the system is to insist it be better, kudos to nzaugg for making the info available. I’d like to think those individuals would be reaching out themselves, but helping them help us is the way to go. The best boss i ever had told me not to be Debbie Downer. She wasn’t wrong, it’s just uphill work after 30 years of interaction with the Parkies.
 
nzaugg said:
A group of frustrated boaters at Wahweap recently reached out to NPS regarding the severe degradation of services at the Marina. This group met with rangers regarding the problems and were provide with the following information as points of contact for reach out.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Nichelle Rich
Concessions Management Specialist
Office: 928-608-6324
Cell: 928-660-7053
[email protected]

James Hickman
Concessions Management Specialist
Office: 928-608-6322
Cell: 928-614-0354
[email protected]

The key to NOT getting frustrated is understanding what is a National Park Service issue, and what is an Aramark issue. Second is to have a valid phone number/email that has a person with messaging set up to respond.
These individuals are with National Park Service and are also responsible for monitoring Aramark’s performance. Aramark is operating under a very old agreement that is not very specific, like most updated contracts are today. However, two times a year this department audits Aramark, and emails from you to them are helpful. If you are not getting sufficient services through the processes/methods I’ve provided here, Ms. Rich and Mr. Hickman are available to receive emails and pictures.
We can all work together to make things better and easier in this beautiful paradise.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

So, when suggestions need to be made for NPS to direct to Aramark, this is your conduit. Instead of complaining (not us, but when someone has something to say), offer solutions. I think that Nichelle and James need to hear from the public, since they haven't had public input in the past. I think that the NPS largely has no idea what's really going on lake-wide. So let them know about the issues related to lack of functioning pumpout facilities, non-existing on-lake mechanical services, poor fuel quality, and yes, lack of a mid-lake ice cream outlet.

Let them hear what needs correction in advance of the audit.
Click to expand...
A few years ago I was given the name of James Hickman to contact for help to get the ridge that was just below water between Halls and Bullfrog marked with hazardous buoys. I contacted him and within 3 days the buoys were there. He had a team mark that area and I got a text from a friend who had destroyed an underwater unit on a 250 hp Verado that it was done. I was not at the lake at the time but I do know that Mr. Hickman did what he said he would do. Point being, I think it is a creditable contact. Doesn't hurt to try.
Thanks nzaugg for this info.
lakepowellnut said:
Great information! I wonder if we could get a list of responsibilities that Aramark has and the same for the NPS. I know there seems to be some confusion, at times, as to who is responsible for what.
Click to expand...
I think that is a great idea, who knows you might just get the list, it sure would be beneficial.
 
I saw them being used shortly after Memorial Day weekend which was the original target. I saw that they had furniture and appliances to refurnish them and after several trips of the stuff sitting outside on next trip, we saw the dumpsters where full of the old stuff new stuff had been moved inside and people were renting them. You should call to verify, but i think they are available to rent now.
 
Mildog said:
I saw them being used shortly after Memorial Day weekend which was the original target. I saw that they had furniture and appliances to refurnish them and after several trips of the stuff sitting outside on next trip, we saw the dumpsters where full of the old stuff new stuff had been moved inside and people were renting them. You should call to verify, but i think they are available to rent now.
Click to expand...
Thank you I have reservations for Sept but prefer Halls
 
Thanks for sharing this @nzaugg. About a month ago, I sent in some complaints/concerns to Mary Plumb regarding services at the North end of the lake. Mary sent over my questions to James Hickman, Heidie Grigg, and Nichelle Rich. After about a month of waiting, I finally got a response form James yesterday. I've attached the word document we have been sharing in a PDF format for others to view. My initial questions were in black, James response was in blue, and I responded back with additional questions in red yesterday. I'm guessing it will be a minute before I hear back from James again. I'm grateful he was willing to take the time to address some of the concerns but it opened it up for a lot more questions on my end as well with little light in sight. Hopefully comments and complaints like these will bring awareness for future change.
 

Attachments

Thanks for sharing your correspondence @ashtonc77

Acknowledgement of the problem and having a plan to correct the problem are two different things. I am concerned that there are not plans for corrective action of any of the major issues we are seeing at the lake. I can't understand why there wouldn't be funding to rebuild the Hall's fuel dock. I can understand the need to replace it, but considering the revenue through the pumps there should be ample funding to correct the problem. Furthermore, when I mentioned that lack of snack bar hours to staff at the store, they said they were short people because they can't get people from Eastern Europe due to the war in Ukraine and potential mandatory military service. I think it continues to be a result of poor commitment to staffing these roles and recruiting with appropriate salaries. There needs to be a full audit of Aramark's labor rates, overhead expenses, and profits, given they have been granted a monopoly over services.
 
nzaugg said:
Thanks for sharing your correspondence @ashtonc77

Acknowledgement of the problem and having a plan to correct the problem are two different things. I am concerned that there are not plans for corrective action of any of the major issues we are seeing at the lake. I can't understand why there wouldn't be funding to rebuild the Hall's fuel dock. I can understand the need to replace it, but considering the revenue through the pumps there should be ample funding to correct the problem. Furthermore, when I mentioned that lack of snack bar hours to staff at the store, they said they were short people because they can't get people from Eastern Europe due to the war in Ukraine and potential mandatory military service. I think it continues to be a result of poor commitment to staffing these roles and recruiting with appropriate salaries. There needs to be a full audit of Aramark's labor rates, overhead expenses, and profits, given they have been granted a monopoly over services.
Click to expand...
I agree with you. There seems to be very few plans to correct the problems. As I stated in the letter, my biggest concern is that every year it seems there are less and less tourists on the North side of the lake. I believe this is a direct correlation to services at Bullfrog/Halls as I keep hearing about more and more people going to Antelope Point because of the better services there. Although I've really enjoyed fewer people on the northern part of the lake, it scares me for what is coming. If services continue to decline, fewer and fewer people will visit, and eventually there will be no profit margin for any concessionaire or NPS and they will be required to close shop.

I think there are ways for Aramark to get staff they just aren't doing it... If they could offer employees a $100 gas card each week with free rentals and ATV access, better wages, and 2 days off a week with free housing they could recruit plenty of 18-19 year old kids that are willing to come out and play and make some decent focused money over the summer. Currently there is nothing for the employees to do without spending all of their money on gas. Right now the morale for employees is terrible and no one wants to come back year over year. I really don't understand why they think they have to recruit globally...

I would like to see an audit of Aramark as well, but I don't know how much use it would be. They don't seem to care what the services are like where there is not really a vested interest for them, and no one else has been willing to take over. If the audit comes back poorly, so what? I don't think there is any recourse for NPS to do anything other than slap them on the wrist until another concessionaire is put in. I've actually seen the company Go Camp Utah (Utah Recreation Company) start taking over many recreation sites throughout Utah and they have done a decent job. I emailed them yesterday to see if they had ever considered going after Powell so we will see if I get a response.
 
ashtonc77 said:
I agree with you. There seems to be very few plans to correct the problems. As I stated in the letter, my biggest concern is that every year it seems there are less and less tourists on the North side of the lake. I believe this is a direct correlation to services at Bullfrog/Halls as I keep hearing about more and more people going to Antelope Point because of the better services there. Although I've really enjoyed fewer people on the northern part of the lake, it scares me for what is coming. If services continue to decline, fewer and fewer people will visit, and eventually there will be no profit margin for any concessionaire or NPS and they will be required to close shop.

I think there are ways for Aramark to get staff they just aren't doing it... If they could offer employees a $100 gas card each week with free rentals and ATV access, better wages, and 2 days off a week with free housing they could recruit plenty of 18-19 year old kids that are willing to come out and play and make some decent focused money over the summer. Currently there is nothing for the employees to do without spending all of their money on gas. Right now the morale for employees is terrible and no one wants to come back year over year. I really don't understand why they think they have to recruit globally...

I would like to see an audit of Aramark as well, but I don't know how much use it would be. They don't seem to care what the services are like where there is not really a vested interest for them, and no one else has been willing to take over. If the audit comes back poorly, so what? I don't think there is any recourse for NPS to do anything other than slap them on the wrist until another concessionaire is put in. I've actually seen the company Go Camp Utah (Utah Recreation Company) start taking over many recreation sites throughout Utah and they have done a decent job. I emailed them yesterday to see if they had ever considered going after Powell so we will see if I get a response.
Click to expand...
Please let us know what you hear from Go Camp Utah maybe if enough of us correspond with them it will plant a seed. Thanks.
 
It’s been like pulling teeth with GCNP, but I did get a response to a couple questions. Here’s the response I received:

Hi Darren,

You are welcome to submit a Freedom of Information Act (FOIA) request through FOIA.gov - Freedom of Information Act to obtain a copy of the concessioner contract.

In response to your questions:
  1. The floating restrooms throughout the lake are NPS owned. However, the downlake concessioner currently has an agreement with the park to clean and maintain the floating restrooms.
  2. The park Commercial Services office evaluates services provided by the concessioner throughout the year. These evaluations are point-in-time assessments. Other Park offices, such as Facilities, Safety, and Visitor & Resource Protection, assist the Commercial Services office by helping to ensure safety issues are recognized and addressed within concession assigned areas.
  3. Reports of concessioner boat tour operators not following rules and regulations can be submitted to the Commercial Services office. Federal, State and County Law Enforcement is responsible for enforcing rules and regulations on the lake.

Please reach out with any additional questions or concerns.

Sincerely,

Nichelle Rich (she/her)
Concessions Management Specialist
Wahweap Marina & Dangling Rope Marina Concession Contract Manager
Commercial Services Project Management

Glen Canyon National Recreation Area
Rainbow Bridge National Monument
National Park Service, Interior Regions 7, 8
PO Box 1507
Page, AZ 86040

928-660-7053 (cell)
[email protected]
 
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