Photo by Jessica Maloney,
UNH Human Resources

If Hospitality Services is ultimately about making people feel comfortable, then the New England Center has an incredible resource in the Hornoses. If there's one place on campus where one can feel extraordinarily comfortable, it has to be in the presence of Gail and Jorge Hornos. A married couple, though working in different functions at the NEC, they share a widespread reputation for attentiveness to the needs of others. Maybe as a result of their affection for one another, or perhaps due to the fact that they have always functioned well together as a team, they have a unique ability for providing comfort in the midst of the often hectic, and constantly changing world of hospitality services.

Gail and Jorge met in 1988, when they worked together at an inn in Concord. After having endured extremely long hours and a truly hectic pace, Gail swore off a career in the hospitality services. Intending only to work part-time for a short period, she was lured to UNH over ten years ago, when a friend asked her to come and help in the restaurant. She has been here ever since.

Gail has worked for over 9 years in her current position as a Senior Administrative Assistant. In this capacity, she functions as an administrative assistant to the General Manager, Gary Armitage, as the NEC payroll administrator, as the personnel liaison between the NEC and Human Resources, and as a human resources liaison for all hourly and student hourly NEC staff. Gail's accuracy, attentiveness to detail and problem solving skills assure that the staff is well attended to. As Jorge notes, "it's very, very hard to pass anything over her; you can't take short cuts with her - you will get busted. You learn to do all paperwork right the first time."

Gail credits former coworker Donna Brownell (who currently works with COLSA) with passing along knowledge that has allowed Gail to excel in her position; "Donna taught me a lot about the University HR and payroll processes which afforded me the opportunity to expand my knowledge of policies and procedures." Gail currently passes along that knowledge as a guest lecturer in WSBE hospitality courses, where she teaches students many of these procedures. Gary Armitage has also had much to do with keeping Gail in a field that she had originally sworn off. Gail states. "Gary always empowers me and supports me in making many decisions and developing NEC procedures."

When asked about personal interests, Gail states "my biggest personal interests are my children, Nicholas and Heidy - who have both graduated from UNH Health and Human Services in the field of Family Studies. I'm a very proud mom."

Prior to moving to the US from Uruguay in 1988, Jorge Hornos worked for the Uruguayan Embassy in Argentina. He states "when I arrived in New York, the only word I knew in English was 'hi'. The hardest thing I have ever done is learn English." Now, as Manager of Concierge Services, Jorge excels in a position that demands constant interaction and communication with customers. The diversity of people he comes into contact with at the NEC, and the opportunity to ease the experience of Spanish-speaking customers, have played a large role in keeping Jorge in a hospitality services career that he had once, as had Gail, sworn off.

With an exceptional sense of humor, and a ready smile, he anticipates the needs of others and, throughout the past six years, has helped to develop services that make the NEC a facility that meets those needs with a consistently high level of service. Driven to improve customer service, he has developed and supervised the bell service, has worked as the Supervisor of Auxiliary Services (which includes the grounds of the facility, landscaping and security), and as Interim Rooms Division Manager. His current position entails managing the bell service, the Plaisted Welcome Center and Conference Service workers.

When asked who at the University has had a positive impact on him, Jorge responds "Gail, Gary Armitage and Stan Dodier." About Gail, he says "I think all the employees know they can go to her with a problem and she will help them." About Gary, he says, "He is a good person and manager, very honest and loyal. If you need help with a project, budget, HR issues, Gary is always there for you." "Stan," says Jorge, "is the kind of manager who will teach you the trade. He is very secure about himself, very confident and honest. Stan always stands up for his employees and helps them with anything. He cares about his job; although he sometimes runs out of duct tape, he continues to keep fixing the building!"

Aside from camping on the coast of Maine with Gail, Jorge also enjoys fishing, and soccer. A visit to the NEC is truly a visit to the Hornos family, as their daughter Heidy now works in the newly constructed welcome center - the Harris Plaisted Center. If you have the opportunity to visit, make the time to say hello. You won't be disappointed, and will likely leave feeling that their affection and good humor is contagious.