Showstopping Service: Meet Joel Berghorst, 2023 Guest Experience Star of the Year

Sometimes the star of the show never steps on the stage. While the Amway Grand Plaza is known for delivering an encore-worthy experience for guests, with historic ballrooms, gilded staircases, and luxury rooms, behind-the-scenes employees like Joel Berghorst are the reason the show runs smoothly and spectacularly.  
​
As the Director of Rooms for the Amway Grand Plaza in Grand Rapids, Joel plays a vital role in the hotel’s key audience: conventions and business groups, which accounts for more than half of the hotel’s clientele – which means this is a role that requires some major talent. Nominated because of his painstaking attention to detail and customer service, this Star of the Industry Award winner has earned the best kind of reputation for himself.
​

---

“Joel is often the star of the show at our pre-convention meetings with clients. Hotel leaders will go around the room and introduce ourselves to welcome new groups coming in, and every time it gets to Joel the client’s face lights up, and we usually hear something like ‘Joel! It’s so nice to meet you in person! You have been the best!”” says Joel's coworker who headed up his nomination for the 2023 Guest Experience Star of the Year.  

He’s also earned the respect of his coworkers. He collaborates alongside the front desk to help with group arrivals, pre-blocking rooms, and sending day-of arrival communications, and he works seamlessly with the Sales, Conventions and Revenue Management team to hold rooms, managing lists, set up booking lists, and taking care of all the details that truly elevate the guest experience.  

“We wouldn’t be as good without Joel,” his coworkers said.  
​​

---

With 24 years in hospitality, Joel’s expertise comes from experience and lifelong interest. “This industry has something to offer 24/7/365,” he says. 

While he considers the Guest Experience Star of the Year Award to be a career high-point, he is also proud of being selected as one of only 75 hospitality interns – and only a handful of hotel-focused professionals -  to work for the Disney College Program in 2000, with the chance to work at Disney’s Ford Wilderness Resort and Campground.  

However, he’s still drawn to Michigan’s hospitality industry. A Hudsonville native, he says he enjoys Michigan’s variety. “I love the change of seasons and how the industry can cater to each season of the year, whether you’re having drinks on a patio in the summer or skiing in the winter.”  

---

The Stars of the Industry Awards is an annual ceremony to recognize the outstanding members of Michigan's hospitality industry who demonstrate exceptional professionalism and creativity in their careers, going above and beyond to contribute to the positive image of the industry. This is the premier award given to hospitality professionals in Michigan. Learn more about the Stars of the Industry Awards at mrla.org/stars ​

---