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 both Guests and their fellow Team Members. Each month, we choose a BE EPIC Moment to recognize and celebrate.
This month’s spotlight is on Maintenance Tech Joel Varnum at Tahoe Sands Resort. A Guest expressed her discontent to be in a unit located on the wooded side of the property and said she would prefer to be on the lake. She had wanted to use the BBQ grills, yet the only working grills were located on the lakeside of the property.
Joel quickly sprang into action, using the situation as an opportunity for service recovery. He and another Maintenance Team Member carried the nearest working grill from the lake side of the property across the main highway and all the way up the hill to where the Guest was staying—a distance of over 700 feet. The Guest was so happy and appreciative that she forgot all about being displeased over the location of her room.
We are incredibly proud of Joel and commend him for going above and beyond to resolve a situation in a kind and compassionate way. It’s stories like this that demonstrate our continued commitment to providing heartfelt service and that make us proud to have Associates who strive to BE EPIC every day.