Colette Chapman, Founder & Managing Partner –

colette-chapman_smallColette Chapman, the founding CEO and President of Chapman Concierge, has over 20 years experience in the service industry and is a 15-year veteran of the Hotel/Restaurant Industry. Prior to founding Chapman Concierge Colette was the Human Resources Manager at the Millenium Hilton responsible for leading the Human Resources function for over 600 union and non-union employees.  As the Human Resources Manager, Colette developed and implemented aggressive employee relations programs to increase employee satisfaction and retention while also ensuring that the overall Human Resources strategy emphasized a supportive customer focused environment.  While in this role at the Millenium Hilton Colette was recognized by the New York State Regional Alliance for assuming a leadership role in enhancing employment opportunities for people with disabilities.

Prior to working with the Millennium Hilton, Colette held the position of Director of Human Resources for the Westin Governor Morris Hotel.  In this position Ms. Chapman was responsible for overseeing the recruitment and training for 225 union and non-union employees.  Colette was charged with multiple Human Resource responsibilities with a specific focus on quality control, employee training, labor negotiations and oversight of Human Resources Administrators at smaller hotel facilities in the New Jersey Region.  Certified as a Master Trainer, Colette served a dual role for the hotel as well as the North America Division of the company as the point person for all Branded Guest Service System Certified Trainers in the Northeast region.  She assisted with design, development and revision of Corporate programs; ensured all certified trainers successfully implemented and executed corporate programs and analyzed the data from tracking programs to provide assistance where needed.  She also held a senior benefits manager role with Price Waterhouse Coopers as well as various other service related positions in the Hospitality Industry.

Colette received her B.A. in Psychology and an M.A. in Industrial/Organizational Psychology from Farleigh Dickinson University.  She is a long time member of various County and Statewide political and service organizations.  In her free time Colette has volunteered her time with several charitable organizations including the Interfaith Food Pantry, The Visiting Nurses Association, and Family to Family.  Since founding Chapman Concierge, Colette has been honoured with numerous business accolades.  In 2008 she was one of the first of only 25 women recognized nationally by the Sam Walton Foundation as an Emerging Entrepreneur, 2009 NJAWBO presented her with the coveted Teal Heart Award, in 2011 NJ Monthly and TD Bank honoured her as one of New Jersey top female entrepreneurs and in 2012 NJ Biz has recognized her for being one of New Jersey’s best 50 Women in Business.  Colette and her husband Tim are joyfully raising 4 beautiful children.  You may contact Colette Chapman at colette@chapmanconcierge.com.

Lauren Marks, Director of Concierge Services –

Lauren Marks has served in the hospitality field for over fifteen years and has been with Chapman Concierge since 2009. After a falling in love with the travel industry during a year abroad, she began working as a front office agent for Marriott International in Northern, New Jersey. Within a few years, Lauren worked her way up to senior management on the property level and managed the entire Guest Services portion of the hotel; including managing over 30 front office agents, bell staff, concierge staff and transportation services.

Lauren then joined the New Property Opening Team where she traveled to new hotels opening in the area. Her primary role was to train employees on the importance and implementation of a customer service-based environment. Lauren is a certified Train the Trainer and spent a full year implementing customer service standards and procedures for the largest luxury hotel property in Washington DC.

After her tenure with Marriott, Lauren joined the National Association of Chain Drug Stores, where she strived in her role as event planner. She was responsible for overseeing five of the largest pharmaceutical conventions on the East Coast. This included venue selection, registration process, sales and marketing materials and on-site duties. Lauren also created the Volunteer Program used to train volunteers on customer service and operations in regard to transportation and facilitation of event activites.

Lauren returned to Northern New Jersey after being recruited by Accenture, one of the top five consulting companies in the world. With her strong hotel background, Lauren was assigned to oversee their transition from a leasing culture to that of a “hotel” office environment. They were the first consulting company to adapt to this business model resulting in millions of dollars saved. Responsibilities included management of all on-site staff members, on-site events, service recovery and overall office management. In 2005, Lauren joined the Hyatt Hotels team as they embarked on a new hotel in Morristown, New Jersey. She joined their Opening Sales Team and was the top selling Sales Manager for the duration of her stay at the property.

Lauren has been with Chapman Concierge since 2009 as the current Director of Concierge Services.  She oversees all customer service programs, property events, and sales initiatives. Lauren sits on the board of The Landa J. Martin Foundation, created to spread awareness and education in regard to Melanoma research. Other charitable efforts including participating in Make a Wish Foundation and Habitat for Humanity events. Currently residing in Northen New Jersey with her husband and two children, Lauren is an avid reader and a sports fanatic.

Debra K. Houston, Director of Finance –

Debra K. Houston has been working in the financial sector of business for over twenty five years.  Debra had a twenty year career in corporate finance, international finance, reporting and sales operations at fortune 100 pharmaceutical companies.  As a Financial Analyst, Debra was responsible for budgets, reporting and analysis for divisions within the company.  Debra was responsible for implementing systems and developing policies for national sales force spending.   Debra has transferred best in class knowledge from her experience working in corporate finance and sales operations to Chapman Concierge.  Her work as a Senior Business Analyst within the Pharmaceutical Industry provides her with unparalleled knowledge that she brings to her role at Chapman Concierge.  Debra is a vital part of the Chapman Concierge team and oversees all daily financial functions.

Debra holds a BBA in Accountancy from Western Michigan University and is a Certified Management Accountant.  She also holds a certificate in Financial Planning and is a certified QuickBooks® ProAdvisor.   Debra served as a proud past president of the Morris County Chapter of the New Jersey Association of Women Business Owners where she remains active as the Vice President of Finance.  Debra is a dedicated volunteer at her local schools and church.  She is involved in many community programs including scouts and the local food pantry.  Debra resides in New Jersey with her husband and two children.

Rick Small, Director of Training and Development –

Rick Small has spent over twenty years in the hospitality and healthcare industry.  Rick held the position of Executive Director and Chief Executive Officer of Franciscan Oaks Continuing Care Retirement Community (285 apartments, 34 assisted living beds, 79 skilled nursing beds) in Denville, New Jersey. He was responsible directly to the Board of Trustees and managed all facets of the operation.

Prior to that experience, Rick served as the Administrator and Chief Executive Officer of the Masonic Home of New Jersey, a 527 bed long-term care facility (339 skilled nursing beds and 188 residential accommodations) in Burlington Township.  There, he was also responsible directly to the Board of Trustees; Rick proposed and implemented all operational policies and reported all operating results.

Rick’s experience also includes the role of Comptroller of Medford Leas Continuing Care Retirement Community.  He conferred with the Executive Director and the Board of Trustees concerning the complete fiscal program of the corporation.  His responsibilities included prepared financial statements, capital and operating budgets, corporate tax returns, and third party medical insurer cost reports.  He administered investment portfolios, pension and benefit programs, construction financing, and computer systems.  Rick assisted in the entire administration of the medical facilities as a Licensed Nursing Home Administrator.

Prior to his executive management experience, Rick received an MA from the University of Pennsylvania in Social Gerontology, a BA in Economics from Rutgers and also earned an honorable discharge as a Captain from the United States Army.  His varied professional, educational and operations experience make him an invaluable asset to Chapman Concierge.  Rick has overseen all operational concerns and implementations since the inception of Chapman Concierge.  His professional demeanor and customer service skills are critical to the success of the day to day operations.   He is a proud member, and past president, of the Rotary Club as well as a Past Vice President and Director of the N.J.S Federal Credit Union.  He currently resides in New Jersey with his wife and enjoys spending time with his 6 grandchildren.