Guest Service Agent at Tahoe Sands Resort
Here at Grand Pacific Resorts, our BE EPIC values of Balance, Empowerment, Enthusiasm, Passion, Integrity, and Consistency are the essence of our culture and what drives us to create experiences worth sharing.
Our Teams are always finding new ways to BE EPIC in all they do. Every day across our resorts, Associates perform outstanding acts of service for Owners, Guests, and their fellow Team Members. Each month, we choose a BE EPIC Moment to recognize and celebrate one of our Associates.
Over the summer, during the Tahoe Sands Resort busy season, Sarah was working the night shift on a Friday evening. After checking a Guest into a unit, it was discovered that there had been a reporting error and that the unit had not been cleaned yet. The Guest was disappointed to discover their room wasn’t ready, but Sarah did an incredible job to deescalate the situation and identify the best course of action to recover this Guest’s experience.
Sarah quickly got a hold of Manny, Tahoe Sands Resort’s Housekeeping Supervisor, and informed him of the situation. She then joined Manny in performing a quick but thorough cleaning and preparation of the unit for the Guest. By the time the room was ready, the Guest was laughing and ready to enjoy their vacation time in Lake Tahoe.
Thank you Sarah!
In April 2023, Grand Pacific Resorts was proud to send 20 contenders to the esteemed American Resort Development Association (ARDA) Conference held in Orlando, Florida. This annual event serves as a platform for recognizing the outstanding achievements and excellence exhibited by professionals and programs in the timeshare industry. It was an extraordinary occasion for Grand Pacific Resorts and our Associates, four of which took home awards for their service and contributions.
To celebrate the exceptional accomplishments of our talented finalists, we are thrilled to present a series of blog posts featuring them throughout the year. This month, we shine the spotlight on two of our remarkable Associates: Teresa LeDuc and Ramon Hernadez! Keep reading below to see their nominations as presented for their ARDA finalist positions!
Executive Housekeeper – Carlsbad Inn Beach Resort
It’s rare that an Associate works over 30 years at the same resort, but that’s just what Teresa has achieved along with a record of excellent service. For years, Teresa was second-in- command to an ARDA award winner. Always focused on improving her skills, Teresa worked tirelessly to become fluent in English. When her supervisor retired from Grand Pacific Resorts, she didn’t think Teresa was quite ready for a promotion, so another person was chosen as Executive Housekeeper. The new Executive Housekeeper took Teresa under his wing and convinced her that she could do it. He mentored Teresa on the higher level functions of being a manager like budgeting and also helped her sharpen other skills, helping build her confidence. When Teresa’s mentor moved on, she became Executive Housekeeper, the top position in her department. Teresa scores high in consistency for all her duties like training, room and common area inspections, brand standard implementation, and Team Member recognition. Through attention to detail and productivity, Teresa has saved her resort a substantial amount of money in expenses and labor. She knows no bounds when it comes to job descriptions and can fill in for any position necessary. Teresa is such a fast room cleaner that we need to ask her to slow down and manage. As a trainer, Teresa is consistent in all she does. Her focus is on Guests and ensuring that they have a memorable stay at the resort. A true example of our BE EPIC values, Balance, Empowerment, Enthusiasm, Passion, Integrity, and Consistency—Teresa embodies Passion by looking out for Guests and Team Members alike.
Housekeeping Attendant at Vista Mirage Resort
Throughout his 31 continuous years of service as a Housekeeping Attendant, Ramon has seen many dramatic changes throughout the transition of three different management companies. What hasn’t changed after three decades, is his tireless dedication to Vista Mirage Resort and its Owners. When Ramon first came onboard at the resort in 1991, he would walk to the property every day until he earned enough money to buy a bicycle. Then he would bike to work each day until he had saved enough to purchase a car. Throughout his tenure with us, Ramon has become cherished by Owners and their growing families who return year after year, many of whom he knows by name. Owners and Guests will often ask for him when they arrive as he has been a welcoming and familiar face and a key part of their vacation experience over the years. Ramon consistently goes out of his way to ensure that Owners and Guests are taken care of, providing them exceptional service at every turn. Ramon continues to show an unwavering commitment in his dedication to the resort and its Owners. He clearly understands the true purpose of hospitality. Ramon is also an excellent motivator within his Team, ensuring that Team Members are positioned for success every day. He leads safety trainings and ensures that our Spanish-speaking Associates understand the proper procedures/protocols and are able to ask any questions. Ramon leads the resort in positive name mentions on our post stay surveys. He has never had an “off” day when it comes to hard work and customer service, and is always willing and eager to jump in when and wherever he is needed.