In a recent conversation with Denise Coffey, General Manager of Glen Iris Inn, REG had the chance to learn more about this long tenured manager and her unique experiences at the historic Inn, and gather important insights on leadership.
Glen Iris Inn is perched high above the shores of the Genesee River and offers some of the most majestic views in all 14,350 acres of Letchworth State Park. The original homestead was purchased by William P. Letchworth in 1859 and gifted to the State of New York following his death in 1910. The Inn, which first opened its doors to guests in 1914, has a rich history as a beloved getaway for nature lovers and travellers from far and wide. And General Manager Denise Coffey is just as much as part of this historic Inn’s legacy as anyone.
Denise began working at Glen Iris Inn in 1988, even before Rich Entertainment Group was awarded the management contract in 1992. Her role as a part-time server soon led to a promotion to Dining Room Supervisor. Over the next 35+ years, Denise’s dedication and commitment to delivering exceptional customer experiences saw her rise through various roles and ultimately into the position of General Manager in 2020.
One of those extraordinary experiences happened last summer and was a full circle moment for Denise and two longtime guests of the Inn. Denise is no stranger to hosting memorable weddings, but in 2024 she had the pleasure of hosting the nuptials for the daughter of a couple who got married at the Inn nearly 30 years ago when Denise was the wedding planner.
“It was an honor to host the wedding of the daughter of Marc and Darlene, guests I have grown to know so well over the past 30 years,” said Denise of the couple who returns to the Inn regularly to celebrate their anniversary. “Members of the parents’ original bridal party attended the wedding last summer and some of them remembered me, which was really special.”
Denise began honing her skills in customer service as a server in high school, and she attributes many of her instincts from learnings acquired in that first introduction to hospitality.
“Working at a diner very quickly teaches you to multi-task and how to read your guests and anticipate their needs,” she explained.
Multitasking is critical in Denise’s role as General Manager. On any given day she may find herself interacting with the New York State Office of Parks, Recreation and Historic Preservation (NYSPORHP), Rich Entertainment Group, local leaders and businesses, as well as guests and associates. Denise says every day is different but never boring.
Like most entertainment and hospitality endeavors, business is not without its challenges, and the global pandemic ranks high among the more difficult times in Denise’s career. The ever-evolving landscape of restrictions and regulations due to Covid were tough to navigate, as were staffing issues and return to work procedures. But Denise rallied and leveraged her creativity to find new ways to bring business to the Inn, including outdoor dining. That success led to a permanent outdoor patio feature called Caroline’s Courtyard, which opened in the spring of 2023.
The patio, designed in partnership with In Site Architecture, offers al fresco dining overlooking the falls and was expertly blended into the landscape of the historic Inn. The lush gardens, intimate seating, firepit, and natural surroundings has been extremely popular and continues to draw more guests through the high season.
With a dining menu featuring everything from upscale cuisine to classic comfort fare, and a calendar full of activities such as tasting events with local wineries and beer & BBQ pairings, there are no shortage of reasons to visit Glen Iris Inn this season. But Denise says it’s the quiet moments surrounded by nature that are the truly inspiring and invigorating moments captured in around the historic venue.
“There is no better way to commune with nature than to sit on the front veranda of the Glen Iris Inn in the evening after a day of hiking, when all is quiet except the roar of the waterfalls,” said Denise, who is clearly still enamoured with her workplace after more than 35 years. “Enjoying a glass of wine while looking at Middle waterfalls illuminated by white lights and counting the stars in the sky is the perfect ending to your day!”
Here are some other highlights from our conversation with Denise:
Tell us about your first job and what you learned from it.
I was a waitress in a local diner in high school. That job taught me how to handle difficult situations and perform under pressure.
What are some of the most important/impactful lessons you have learned during your time at REG?
Everyone matters – every guest, every associate, every colleague matters in one way or another.
What is your “Why”? What gets you up in the morning?
The small joys everyday – love, laughter, sunshine, coffee, and family.
What is a typical day like for you.
Every single day is different. I may spend all or parts of a day doing anything from washing dishes, bussing tables, seating guests, answering phones, replying to emails, posting on social media, buying merchandise for our gift shop and planning events to officiating wedding ceremonies.
Who would you say has had the greatest influence on you as a leader and why?
Many people have influenced me over the years, but my father has been my greatest influence. He always taught me to lead with patience and consistency.
What advice would you give someone going into a leadership position for the first time?
Listen before you speak.
In one sentence, can you tell us what you think is the most important thing about being a leader?
Lifting up the people that surround you.
What are some of your most memorable entertainment-related experiences?
I love live music and baseball games. Any concert, any performer, any venue! Baseball Spring training is one of my favorites.
Now for some fun! We presented Densie with these “first reaction” questions and gave her only one to three words to respond:
- Describe Glen Iris Inn in one word? MAGNIFICENT
- Describe Glen Iris Inn customers in one word? LOYAL
- What’s one attribute you look for when hiring an associate? TIMELY
- What is the one word you want your customers to say about Glen Iris Inn? FAVORITE
- In three words or less, describe what it takes to be successful? PATIENCE, CONSISTENCY, COMPASSION
- What is the one word that you believe has the most power in the English language? NO
To learn more about other members of the Rich Entertainment Group (REG) leadership team, check out our interviews with REG President Joe Segarra, Mike Buczkowski, President of Rich Baseball Operations, and Beth O’Donnell, Co-President of The Travel Team. Stay tuned for future editions of our Leadership Roundtable series.