FALL 2016
The BE EPIC Beat BEcaUSe YOU MaTTER
What is The BE EPIC Beat? Your NEW Associate Magazine
Because Matter Dear Associate, Welcome to the very first issue of The BE EPIC Beat. The People & Culture Department is thrilled to introduce your new associate magazine, and we hope it will be a valuable resource throughout your career with Grand Pacific Resorts. With resorts spread throughout California and Hawaii, we don’t always have the opportunity to spend one-on-one time with you. We designed The BE EPIC Beat to keep everyone connected and communicate important news. The magazine will be published quarterly with print copies available for sharing at your resort. You’ll continue to receive The Grand Buzz, which is distributed twice a year and coordinated by our wonderful colleague, Lois Sklar. Please take some time to see all that’s inside. Our first issue includes a heartfelt thank you from an exchange guest that truly showcases our BE EPIC Values (p. 4), an update on this year’s industry awards (p. 10), and information about professional development opportunities (p. 12), among other articles. Tell us what you want to see in the next issue by taking a short survey at www.GrandPacificResorts.com/BeEpic-Share. It’s an honor to work with so many committed and thoughtful people. We appreciate your support and are so excited to share The BE EPIC Beat with you. Warmly,
Marianela Atencio
Director of People & Culture
INSIDE THIS ISSUE 4
BE EPIC Moments
How associates like you are living our BE EPIC Values
10 Industry Recognition
Your EPIC efforts are being recognized by the industry.
12 4 Paths to Enhancing Your Career
How can you grow your personal and professional abilities?
14 Generations in the Workplace
Different generations have different values, plus a few associate perks.
16 You Ask, We Answer
Your associate benefits explained.
18 On the Streets with Brunch Club
Your leadership team gives back in San Diego.
20 What's New
Find out what's happening at other resorts.
Dustin M., BE EPIC Champion / April 2016
Chris H., BE EPIC
2016 Champion / April
Sabrina N., BE EPIC Champion / May 2016 Lisette M., BE EP
IC Champion / M arch 2016
What Does It Mean to
BE EPIC? we set about redefining our values. As we asked associates for their input, it became obvious that these values needed to connect with our Core Purpose of “Enriching Lives by Creating Experiences Worth Sharing” and inspire each of us to greater professional and personal excellence. A FEW YEARS AGO
You came up with six values—Balance, Empowerment, Enthusiasm, Passion, Integrity, and Consistency—which formed the acronym BE EPIC. These values shape a culture where people come first and hospitality is the cornerstone of everything we do.
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Our BE EPIC Values Balance
Understanding one’s priorities and actively balancing them to feel fulfilled.
Empowerment
We nurture and believe in our associates’ abilities and entrust them to deliver heartfelt service.
Enthusiasm
We don’t stop at “good enough.” We keep going until we get there.
Passion
We are passionate about our service culture. Providing amazing service isn’t just our duty, it’s our pleasure.
Integrity
If we say it, we mean it. We do the right thing because it’s the right thing to do.
Consistency
Our guests and owners trust us to deliver service excellence that is dependable and consistent at every interaction.
BE ePiC MomEntS BE EPIC Moments is a new employee recognition program. Whenever an associate is spotted living out our BE EPIC Values, they can be recognized by a fellow associate, owner, guest, or manager.
Here are a some inspiring stories about associates serving owners and guests from the past few months. 6
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"There Are Good People in Our World" By Sharon N. // Exchange Guest
I need to tell you that we had a great experience at Coronado Beach Resort. Gary did influence that feeling of comfort and acceptance immediately. He continued to strengthen our opinion of him every day.
Gary H.
WE ARE TIMESHARE OWNERS
in Kauai. We go to Kauai every other year. This year we had the opportunity to travel to San Diego and stay at your property in Oceanside and finally at Coronado Beach Resort. From day one we were treated exceptionally well. We were very impressed with the attention we received when we were greeted. Gary H. was so accommodating and made us feel warmly welcome.
On the last day of our stay, we left our condo after checking for belongings, not once, but possibly six times between my husband and me. When we got to the airport, I realized that I had left my purse and sunglasses behind. I was miserable. My first thoughts were that it would be my loss and never would I retrieve my valuables. As I prepared to call the resort on my cell phone my husband received a call from Gary on his cell phone. He had possession of my purse and sunglasses. Kudos to the well trained women that cleaned our room. The process began
immediately, after we left. Also, my belongings were brought to Gary’s attention. This exceptional man got in his car and drove to the airport! Within 20 minutes, he was walking up to the door at the airport, where we were waiting. We live in Chicago, Illinois! This kindness is so unlikely. Gary is an incredible young man. We are so grateful to him for making our stay pleasant and for showing us that there are good people in our world who need to be recognized! Grand Pacific Resorts needs to know that this young man went over and above expectations! He is truly a major reason for the success that Coronado Beach Resort enjoys. Please recognize this young man’s exceptional efforts and work ethic. You are fortunate to have him in your employment.
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Darren P. & Josh L.
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It’s a Bird! It’s a Plane! It’s Super Josh! By Darren Polino // Director of HOA Loyalty
A FE W WEEKS AG O
owners Manuel and Luz L. paid
the office a visit. “There’s an owner upfront wanting to sell their timeshare,” our administrative assistant said. “Hmmm…does this situation call for a GPVS vacation specialist or an HOA account loyalty specialist?” I thought. The decision was made for me—all of the GPVS Specialists were on the phones. I informed Virginia and she sent…Joshua L. “Good luck Josh!” Then we waited…and waited…and waited some more. Oh, it must be complicated. He’s probably waiting for Marc or Oscar to become available so they can tell the owner how to do a deedback. Then he appeared in shining glory. He was grinning like a kid who had not only peered inside the candy store, but actually stepped in and put a dollar on the counter for a Wonka Bar. He must have gotten a Golden Ticket. “What happened?” I asked. “Deedback?” “Nope, they were upset because they had a week in January and it was always cold. They didn’t think they were going to use their timeshare anymore. I showed them the GPX brochure. I showed them how they have access to a whole bunch of resorts, and since it’s a week-for-week exchange it doesn’t
matter that their week is in January. Their tone totally changed. They are going home to explore the GPX option! You didn’t think I could do it, did you?” “I knew you had it in you. I’ve known that behind that mild-mannered exterior is a man of steel championing owner engagement. I’m happy to have you on the team.” He put his hands on his hips with his chest puffed up proud. As he gazed into the distance, it was as if there was a cape on his back waving in the wind with crashing cymbals marking the beginning of his theme song… Ok. So I might be embellishing a bit. Thank you, Josh, for being a hero. Thank you for demonstrating the mission of HOA account loyalty is not just to collect a payment, but to keep owners engaged and coming back. Your efforts were certainly super!
Did you spot someone in a BE EPIC Moment? Tell us about it! Your coworker will be entered in a monthly raffle, and the story could be featured in the next issue of The BE EPIC Beat. Check with your manager for details.
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BE S T OV E R A L L C OM PA N Y
Grand Pacific Resorts
Perspective Magazine
And the Winner Is
BRinGing HOmE thE SilveR
By Nigel Lobo, RRP
to share that our team brought home six industry awards this year, including two from Perspective Magazine and four from the American Resort Development Association (ARDA). These awards recognize the best in timeshare, and a lot of Balance, Empowerment, Enthusiasm, Passion, Integrity, and Consistency went into them. Here are a few highlights. IT’S MY GREAT PLEASURE
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Grand Pacific Resorts was chosen as the Best Overall Company for its commitment to philanthropy, thought leadership, associate development, owner satisfaction, and continued growth. We elevated our social responsibility programs in 2015 and implemented several new programs to benefit owners and associates. OW N ER R EL AT IONS T E A M
Grand Pacific Vacation Services
Silver ARDY
In 2014, we combined three customer service departments and cross-trained associates, making it easier for owners to reserve their use week, make an exchange, or book a weekend getaway. Seventy associate now serve more than 70,000 owner families at our resorts. HOUSEK EEPI NG M A NAGER
Annabel Ragasa
Silver ARDY
Annabel recently celebrated her 30th anniversary at Hanalei Bay Resort, an incredible feat for any housekeeping manager but particularly poignant when you consider all that the resort has experienced in that time. The 134-unit timeshare on Kauai’s North Shore is more home-like and inviting because of Annabel’s leadership. ABOUT NIGEL
Nigel is our Chief Operating Officer. His role includes overseeing resort operations and business development.
In �e Press Three managers were recently profiled in Resort Trades and Developments, two major industry magazines. Congratulations to Tina, Holly, and Randy. We’re proud of your accomplishments and the recognition you’ve received outside of Grand Pacific Resorts!
Tina Kalberg
Holly Ansley
Randy Chapin
Front Desk Manager
General Manager
General Manager
Tina Kalberg is so much more than a front desk manager—she sets the tone for Channel Island Shores with her genuine hospitality and dedicated work ethic. Tina inspires her team to strive for excellence and consistency in everything they do. Owners love Tina because she always greets them with a smile and loves to sit with them and chat.
Holly's resort is one of the largest properties in the family with 250 units and 124 employees, making Holly’s set of responsibilities expansive. She manages an immediate staff of eight to 10 department managers, handles the financials for the HOA and resort with a budget running up to $10 million, and ensures satisfaction for up to 160 guests that check in daily.
Randy Chapin joined Carlsbad Inn Beach Resort as general manager more than 25 years ago, bringing his Midwestern warmth to the 193unit beachfront resort. Over the years, Randy has watched multiple generations grow up at the resort. There are numerous grandchildren of longtime owners who have known Randy their whole life and are now bringing their children to Carlsbad.
Visit http://bit.ly/28Qg94U to see the full story.
Visit http://bit.ly/28OlwSC to see the full story.
CHANNEL ISL AND SHORES
Visit http://bit.ly/28QfWyo to see the full story.
GRAND PACIFIC PALISADES RESORT & HOTEL
CARLSBAD INN BEACH RESORT
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Learning & Development
4 Paths TO Enhancing YOUR CareeR By Elaine Plasse
WATCH THE VIDEO: https://youtu.be/1Kui5cO4ph8
of “Enriching Lives by Creating Experiences Worth Sharing” isn’t limited to our relationships with owners. We encourage you to enrich yourself personally and professionally, and Grand Pacific Resorts is here to help with four new opportunities for continued learning. OUR CORE PURPOSE
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1
GR A N D PAC I F IC U N I V E R SI T Y
Grand Pacific University (GPU) is an online learning center that develops the skills you need to excel as an associate. Choose from four tracks—Customer Service Skills Academy, New Supervisor and Manager Academy, Manager Skills Academy, and Microsoft Office 2010. All classes are open to associates of every level. GPU is available on ADP Vantage under the Career and Training section.
2
4 EPIC ENGAGEMEN T
EPIC Engagement is an interactive service training for associates who interact with guests regularly. The course looks at how to build relationships with owners and guests by providing heartfelt service and increasing your personal EPIC Engagement Power. Topics include how to make a good first impression, service recovery, and more. Please ask your manager to register you for the next class.
3 TUITION
REIMBURSEMENT
Take any course at any accredited college and receive up to $1,000 per calendar year for tuition reimbursement when you meet certain eligibility requirements. You can use this benefit to take language classes, learn a new skill, or earn a certificate that will help you advance in your career. See your supervisor for more information.
COLLEGE FOR A MERICA
If you are interested in earning a degree, the most affordable option is online classes through College for America (CFA). This accredited program only costs $3,000 per year—and Grand Pacific Resorts will pay for up to 50% of your tuition when you meet certain eligibility requirements. We’ll also reimburse your out-of-pocket tuition costs if you’re still an active, full-time associate one year after graduation! Please visit www.collegeforamerica.org/GPR to learn more and apply. One of the most important investments we can make is in our associates. I hope that you’ll take advantage of some of these programs before the end of the year. If you have any questions or comments, please contact me personally at eplasse@gpresorts.com or (760) 828-4278. ABOUT ELAINE
Elaine is our Learning & Development Manager. She oversees GPU, service trainings, and both tuition reimbursement programs within the People & Culture Department.
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People
What Do MilLEnnialS WANt In thE WoRkPLacE?
You either manage a millennial, work with a millennial, or are a millennial. So what does this generation—loosely made up of anyone born from 1978 to 1998—want from their careers? IT DOESN’T MATTER WHO YOU ARE OR WHERE IN THE COMPANY YOU WORK.
From the resorts to our corporate office, millennial associates agree that flexibility, recognition, and competitive pay is icing on the cake—with the “cake” being the pleasure of serving such wonderful owners day after day.
WATCH THE VIDEO: https://youtu.be/fwDVbLxN46c
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Which Generation Are You? BEFOR E 1945
1965 TO 1978
Pre-Boomer Possess a strong sense of loyalty and discipline.
Gen X Value individual rights and have an entrepreneurial spirit.
1945 TO 1965
1978 TO 1998
Baby Boomer Optimistic, driven, and teamoriented with an affinity for traditional hierarchies.
A F T ER 1998
Gen Z or The Founders Tech savvy and much more diverse.
Millennial Globally minded with a preference for a more relaxed work environment.
YOUR ASSOCIATE PERKS Your perks go way beyond paid holidays and health insurance. Here are a few of the benefits associates love the most. Associate Stay Program
LEGOLAND Tickets
You can spend three-nights at any Grand Pacific Resort for only $35 per stay, based on availability. Ask your manager for more details.
Buy adult tickets starting at $83 and tickets for kids under 12 starting at $77.
Verizon and AT&T Discounts
Email Bryce Hall (bhall@gpresorts.com) or Charissa Hoxie (choxie@gpresorts.com) for details.
All associates are eligible for a 19% discount at Verizon and AT&T Wireless. Visit your local store with a current paystub to sign up.
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You Ask, We Answer
YOUR BEnefitS ExPlained “Enriching Lives by Creating Experiences Worth Sharing.” That’s why you enjoy numerous perks as an associate. Are you wondering about your benefits? Submit a question through the survey on the back of the magazine. Your name will not appear in The BE EPIC Beat. WE’RE COMMITTED TO
H A PPY HOLIDAYS
YOU M A DE THE TE A M
Where do I go to see a list of paid holidays? I’m a longtime associate but somehow I always forget whether holidays like President’s Day and Labor Day are paid.
I was just hired full-time with Grand Pacific Resorts. When do I sign up for benefits like health insurance? I want to make sure I don’t miss out.
A.
By now, you should have a copy of the 2016 California Employee Handbook, which outlines paid holidays along with eligibility requirements and other details. If you need another copy of the handbook, please see your manager.
A.
If you’re eligible for paid holidays, you’re also entitled to one floating holiday per year. A floating holiday is a paid day off that can be taken any time during the year as long as you have approval.
Your manager or department administrator should send you directions for selecting benefits within a few days of starting. If for some reason you haven’t already received that information, please see your manager right away.
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You’ll be eligible for health and life insurance benefits after 60 days of employment, with coverage becoming effective the first day of the following month. However, we do need you to choose your coverage within 30 days of your start date.
A SSOCI AT E STAY PROGR A M
I’m going to be in Napa and would love to stay at RiverPointe Napa Valley. I heard that associates can get special rates at other resorts. Can you tell me more?
You heard right! You can stay at any Grand Pacific Resort for three nights once a quarter and only pay $35 per stay. The Associate Stay Program is subject to availability, so plan ahead. You may not be able to take advantage of this benefit during holidays, summer, and other extremely popular times. If you’re staying longer than three nights, go ahead and put in your request. You'll still get a great deal on your additional nights.
A.
Ask your manager for details about the program and how to put in your request. Have fun!
Going SOcial YOU’RE SOCIAL. WE’RE SOCIAL. LET’S CONNECT!
Follow us on Facebook, LinkedIn, and Twitter Our new social media coordinator
Encourage owners and guests to check-
daily and welcomes your comments,
We’d love to see you check-in too!
Carmen Varner updates our pages likes, and shares.
in on Facebook and share their photos.
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GPR Cares
On the StREetS WIth BRUnch ClUb
By Lisa Wanzenried, RRP
Brunch Club’s founder, Jennifer Elizabeth Crone, shares: “Everyone has empathy and compassion in their hearts; we are all born with the ability to feel sadness for others who are struggling. What Brunch Club does is bring people to that place and allow their eyes to be open to it, in the hopes that the participants decide to get more involved in bettering the lives of those who have nothing, as well as feel grateful for what they themselves do have. Despite limitations on time or money, every person has the capacity to help another and we make that easy for people.”
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—“Enriching Lives by Creating Experiences Worth Sharing”—extends all the way to the streets of San Diego, where more than 8,000 homeless men, women, and children sleep each night. OUR CORE PURPOSE
Your leadership team recently spent a day with Brunch Club, a San Diegobased non-profit organization that serves the homeless community. Together we assembled more than 200 care kits, which included sandwiches, personal hygiene items, and handwritten notes. Then we took to the streets, where we met the recipients firsthand and realized just how much we all have in common.
Our leadership team is forever changed by this experience. As one manager shared later: “I wanted to thank you for coordinating the Brunch Club event. It touched me in a way that’s hard to explain. I took my son (22), daughter (21), and sister to the Sunday Brunch Club event yesterday morning. We put together over 200 bags and then set up tables in the parking lot across the street from the brewery and handed them out to those in need. It was equally as powerful for my kids and my sister. When we finished, we sat together in the brewery and over beers discussed how it made us feel. I had never heard of this organization before our event. We plan to continue to support and participate with this organization. Thank you for your efforts and generous spirit.”
WATCH THE VIDEO: https://youtu.be/E6TTzbkYbQQ
Check out the other social responsibility articles on our blog to see all the ways Grand Pacific Resorts is giving back. Then visit BrunchClubMovement.com to learn more about this incredible organization and how you can participate. ABOUT LISA
Lisa is the Vice President of Marketing & Communications at Grand Pacific Resorts. She also is highly involved with giving back efforts throughout our industry. T H E B E E P I C B E AT : FA L L 2016
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What's New
RESoRt UpdateS & MOrE
when she entered him in our 2016 Father’s Day contest. She praised his work ethic and giving nature, which won the family a one-week vacation anywhere in the world with GPX. OWNER KRISTINA G. GAVE HER HUSBAND A HUGE GIFT
WATCH THE VIDEO: https://youtu.be/VZzQpS-ueBs
Stay tuned to find out where the family decides to travel with GPX! You can even subscribe to our YouTube page for more inspiring adventures and stories with owners. 20
Gran dPacific Re s o r t s . c o m
Renovated kitchen Carlsbad Seapointe Resort during construction
CARLSBA D SE APOINTE RESORT
Have you heard about the major renovations happening at Carlsbad Seapointe Resort? FOLLOW THE CONSTRUC TION PROGR ESS
at Seapointe.GrandPacificResorts.com for updates, and feel free to direct owners to the website if they have questions.
Top Revi ew
“The team [at Car lsbad Seapointe R esort] has an excellent work et h ic and treats thei r customers right.... My fa mily had a wonder fu l st ay! Kudos to the man agers Felix, Eric, an d Andy. Two gentlemen from maintenance, Don ald C. and (I d idn’t get th e ot her) and Eliza bet h at the Front Desk. T HANK YOU!”
Did you enjoy the videos in this issue of The BE EPIC Beat? We have a Grand Pacific Resorts YouTube page where you can follow all of our adventures. You're sure to feel inspired and energized when you see how much owners love their vacations!
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Please let us know if there is anything we can do to make Grand Pacific Resorts an even better place to work. A S ALWAYS , WE ARE CO M M IT TE D TO
“Enriching Lives by Creating Experiences Worth Sharing.” STAY CON N EC T ED
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Your wor of your l truly sat is great w great wo —STEVE JOBS
rk is going to fill a large part life, and the only way to be tisfied is to do what you believe work. And the only way to do ork is to love what you do.
Share Your Thoughts! Tell us what you want to see in the next issue by taking a short survey at: www.GrandPacificResorts.com/BeEpic-Share
Share your thoughts and you could win a Cuddle Blanket.
LET US KNOW HOW WE’RE DOING. GrandPacificResorts.com