Casa del Mar reservations manager books retirement

Mildred “Millie” Kossmann summarizes both her first day and last day at Casa del Mar in a single word: “hectic.”

The first day was July 9, 1982. She was familiar with the bookkeeping part of the job, having spent the past 10 years working for a doctor in Bridgeport, Conn., but she had to learn how to take reservations.

The last day was July 9, 2010. By then Kossmann was more than familiar with taking reservations, and she took 20 to 25 of them that day.

And here’s how she spent the 28 years in between the two days.

Kossmann started out as assistant manager and later became reservations manager. Over the years, she says she learned guests’ idiosyncrasies, such as who needed extra pillows, hangers or a night-light.

Casa del Mar General Manager D.M. Williams came to rely on Kossmann’s memory, which he said is “like an elephant’s.” Guests would come in and tell Williams what they needed, and he would smile and chat with them. Then, they would tell him that he couldn’t possibly remember all that they had just said. But, just behind him, Kossmann would stand, transcribing each word. Williams said that one guest came in and Kossmann called her by name. The woman couldn’t believe it because they had met just once, more than a year before. But Kossmann remembered her, because the woman had been wearing a purple shirt and a cameo brooch that her great-grandmother had given her.

Casa del Mar unit owner Monica Durand remembers how helpful Kossmann was when they bought their unit in 1986.

“Then, she knew our kids,” she said. “Now, she knows our grandchildren.”

Casa del Mar Board member Bill Buerger said Kossmann’s friendly voice made everything sound positive. Once, she called him to tell him that his air-conditioning unit had been condemned. But she told him so pleasantly that he responded, “Great!”

But Buerger said that his favorite memory of Kossmann occured more than a decade ago, just after he and his wife had bought their unit. They were leaving town but their daughter, Kristina, was 19 and getting ready for her first day at Hillsborough Community College and needed a place to stay. He planned to get her a motel room, but Kossmann told him to forget about it.

“She’s staying with me,” she said.

Throughout her last day at Casa del Mar, Kossmann kept wondering if she was making the right choice by retiring, although she knew, deep down, that she was. She has enjoyed getting to know Casa del Mar’s guests over the years.

“I’ve met three and four generations of people,” she said. “I’ve gotten to meet people from all over, from Iceland to Germany, to the U.K. and Venezuela.”

She is looking forward to retirement and plans to spend it traveling and spending time with her sewing machine.

And, she says, if Williams ever needs extra help, all he has to do is pick up the phone.

Kossmann’s family, friends and co-workers gathered to celebrate her retirement Thursday, July 15, at Lazy Lobster Longboat Key, with laughter, tears and a few parting gifts.

Buerger presented Kossmann with a plaque identifying her as “Our Star.” It describes her as:

• Capable to the task
• Dependable — Always on call
• Masterful — Dignity with manners

The acronym formed the initials of the resort to which Kossmann has dedicated the past 28 years. And Williams had one more farewell present: an amethyst ring. It was an antique, something Williams had bought at an estate sale. Kossmann placed the ring on her finger for partygoers to admire.

Like its wearer, it is one of a kind.

Contact Robin Hartill at [email protected].