Upon entering the parking lot at the Sideling Hill Service Plaza (located at milepost 172.3 between the Breezewood Interchange, Exit #12 and the Fort Littleton Interchange, Exit #13), I was greeted by well-manicured lawns, shrubs and colorful flower gardens tucked into every imaginable nook and cranny.
         As I walked towards the front door, I noticed tourists eating an early lunch at pristine, umbrella-covered picnic tables while drinking in the majestic central Pennsylvania scenery. I was anxious to meet the man who created this idyllic setting comfortably nestled at the foot of Sideling Hill Mountain in Fulton County.
         Mike Coughlin, restaurant general manager of the Sideling Hill Service Plaza (accessible to both the east and westbound traffic), begins his hectic 12-hour days at nine each morning. He welcomed me with a warm smile and solid handshake. As we strolled around the grounds, I realized that Mike's pleasant smile and caring attitude are gifts he offers to everyone entering his domain.
         Sideling Hill is one of the many Pennsylvania Turnpike Service Plaza restaurants operated by Host Marriott. "As General Manager, I want the Sideling Hill Service Plaza to be a virtual haven for travel-weary tourists, and at the same time, create a caring, family atmosphere for our employees," Mike commented as we walked across the peaceful landscape. Employing 150 people, the service plaza is the major retail industry for the nearby farming community, Waterfall, Pennsylvania.

Mike outlined some of his far-sighted management techniques as we continued our tour: "Our employees are an integral part of this organization. I ask for and welcome their creative ideas and suggestions on how to continually improve Sideling Hill."          As we approached the flower gardens, it became apparent that Mike's enthusiasm was indeed infectious. "To give you an idea of how involved our workers are, every flower bed on this site is planted and maintained by our employees who volunteer their time," he proudly proclaimed.

THE SIDELING HILL SERVICE PLAZA FEATURES:  Pennsylvania Visitor Welcome Center  Burger King  Bob's Big Boy  TCBY  Hershey's  Pretzel Time  Mrs. Field's  Gift Shop  ATM Machine  Farmers' Market (open weekends and holidays)  Recreational Vehicle Sanitary Station  Sunoco Service Station

         In Mike's opinion, this includes footing the bill for family Christmas parties where a gift is bought, wrapped and delivered by Santa himself to the children of each and every employee. It means paying for family cookouts, and considering his staff's home and family needs when creating the week's work schedule.
         "It's our rule that teenagers can only work at the plaza two weekday evenings per week while school is in session. We feel homework, school activities and family time should be priorities," Mike continued. "We have formed a wholesome, drug- free environment at Sideling Hill -- an environment I would want for my own family."
         Completing our tour of the breath-taking landscape, I was escorted into the immaculate service plaza that offers hungry tourists everything from Burger King's fast food and Bob's Big Boy's extensive buffet, to mouth-watering Hershey's ice cream and TCBY's frozen dairy treats.
         Mike, who resides with his family near Blue Mountain, appeared to have the uncanny ability to instantly observe all six food stations and the gift shop at one time. A tour bus arrived, packed to the brim with elderly vacationers streaming through the entrance. Surveying the scene, Mike looked pleased with the way his staff performed their duties without a glitch.
         As we paused at the only Pretzel Time establishment on the Turnpike he said, "We pride ourselves on servicing travelers quickly and efficiently. It is our hope that the Sideling Hill Service Plaza is such a pleasant experience, people will look forward to returning."
         Satisfied that everyone's needs were being met, Mike ushered me into his office, located in the basement alongside multiple storage rooms. These functional areas are tucked away, out of the sight of the million-plus travelers who stop at Sideling Hill yearly.
         I sat down to rest for the first time since I arrived and marveled at Mike's boundless energy. He perched on the edge of a chair for a fleeting second and answered my inquiry regarding his future plans. His eyes lit up as he remarked, "Every year, we purchase something that will enhance our facility. Last year we bought picnic tables. This year, the addition will be a fountain with tri-color lights for our front garden." There's also talk of a miniature golf course and an outside cafe. He added, "We have enough ideas to keep us busy for the next five years."
         Looking a bit further into the future, plans for erecting the Pennsylvania Turnpike's Tomorrow Center at Sideling Hill are on the drawing board. The facility will feature exciting exhibits of the Turnpike's history as America's first superhighway as well as a glimpse into the future of transportation. I could feel Mike's exuberance as we leafed through the preliminary sketches.

Mike's Administrative Assistant Deb Joy joined us as we thumbed through photographs taken at their many company get- togethers. Thinking about what I had seen so far, I inquired about the freedom Mike is given to manage Sideling Hill in his own unique way. Without a second thought he answered, "Much of the credit goes to my boss, Jule Gilhooly, director of Turnpike operations for Pennsylvania, Maryland, West Virginia and Delaware. She is a highly effective, creative manager who will stick her neck out for projects she supports."