from the coo
Because You Matter! Dear Associate, It’s my pleasure to introduce our second issue of The BE EPIC Beat! In this edition we’re highlighting our core values through our shining stars that make us a “Best Place to Work”. Our BE EPIC Beat is a way to share important news with you, as well as provide a forum to celebrate your accomplishments and accolades. A long standing tradition of celebrating our stand outs is our Best of the Best gala. The event is our personal thank you to our BE EPIC Champions of the Year and our top performing associates committed to creating experiences worth sharing. We recently rolled out the red carpet for our BE EPIC Champions of the Year at the Sheraton Carlsbad Resort & Spa in February. Find out what the night is like from our very own Alex Rosa, the BE EPIC Champion from Carlsbad Inn Beach Resort. On page 10 Alex discusses her favorite parts of the night! “The Best of the Best feels more like a family gathering than a formal award ceremony, but what I liked even more was learning that the one thing I share with my peers is that our passions seem to cross over into both our personal and professional lives. I love that part of where I work,” explains Alex in her recount of the evening. The pages of this issue are filled with stories from your peers and how we’re growing together. Turn to page 14 and 15 to read about how associates took their career to the next level, like Mandi Osborn who joined us an Admin. Assistant at Carlsbad Inn Beach Resort and is now a V.P. of Resort Operations. Lastly, head to page 20 to learn about the industry recognition that you’re helping Grand Pacific Resorts achieve. We wouldn’t be able to do it without you! I’m excited to share The BE EPIC Beat with you and hope it inspires you to expand your horizons and feel enriched! Warmest regards,
Nigel M. Lobo RRP Chief Operating Officer
NIGEL L OBO
winter 2017
Inside This Issue 4
BE EPIC Moments
How associates like you are living our BE EPIC Values.
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Open Letter to Fellow Millennials
Let’s Meet in the Middle.
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You Ask, We Answer
Your associate perks explained.
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Social Side Bar
Stay connected with your home and sister resorts.
20 GPR Cares
Best Corporate Responsibility Award.
22 What’s New
Find out what’s happening at other resorts.
In The Press
Be Epic Moments BE EPIC Moments is our associate 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 some inspiring snippets about associates serving owners and guests from the past few months. Antonia Salazar
Eugene Magbata
Kelly Lycett
Antonia was extremely kind and epic to switch my dad's room to ocean view for his 93rd birthday. She was sweet, personable and birthday helpful.
I received a really positive guest comment about Eugene. He had gone to the beach cabana to empty the trash can and saw an elderly couple struggling with bringing their two beach chairs up the steps. He offered to carry the chairs for them, but he didn't just take them to the top of the steps; he carried the chairs all the way to their room. The couple offered him a tip, which he refused. More importantly, he engaged them in conversation and gave them a genuine smile—a very kind young man and so badly needed at the time!
Pam Sichel had fallen at a local restaurant and had to go to the E.R. for facial injuries and stitches. Kelly purchased flowers and a card with her own money and brought them to her. When reviewing the petty cash, I asked her “Where is the receipt?” She said she didn't
GRAND PACIFIC PALISADES
Cruz Reyes Tinoco Tinoco Cruz collected me from LEGOLAND when I was ill. He arrived promptly and called to check if I was ok. I was taking longer to walk so he helped me buy medicine and walked me to my room. I was not able to find my keys. He was kind and courteous and a credit to the company. It was amazing to find his kind of kindness when I was in need. He also checked with my family to see how I was feeling and offered transportation if needed. GRAND PACIFIC PALISADES
Rick Dahlem Rick went to eight stores to find a specific umbrella for an owner! He wouldn't give up until he found what the owner was requesting. SOUTHERN CALIFORNIA BEACH CLUB
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CARLSBAD INN BEACH RESORT & HOTEL
Nick Batliner Some young guests were here to do this very long and difficult hike, unaware that our area was calling for rain/snow the day of their planned hike. Some of the group didn't have rain gear so Nick was kind enough to lend them some of his own personal rain gear!! RED WOLF LODGE AT SQUAW VALLEY
expect to be paid back; she did this for Pam because she was down and depressed. This is extraordinary service! RED WOLF L AKESIDE LODGE
Serene Weber When my husband realized he left his nebulizer mask at home, he went to the desk for help finding a replacement. When he realized nothing was available locally, Serene volunteered to share the equipment she had at home. MOUNTAIN RETREAT RESORT
Shyne Oga After the end of her shift, Shyne escorted us to the emergency room when we needed medical care but didn’t know the way there. MAK AI CLUB RESORT
Stephan Penfield My car was literally buried under several feet of snow. You couldn’t even see it. Stephan dug it out then had me start the car and defroster while he cleaned the windows. He told me to drive around to get the car going. When I got back, I started to finish the job getting the snow off the hood, roof, and trunk. Stephan walked by and insisted on doing it for me. Kind, cheerful, careful and gracious! Stephan is my knight in shining armor!
Understanding one’s priorities and actively balancing them to feel fulfilled.
We nurture and believe in our associates’ abilities and entrust them to deliver heartfelt service.
We don’t stop at “good enough.” We keep going until we get there.
We are passionate about our service culture. Providing amazing service isn’t just our duty, it’s our pleasure.
TAHOE BEACH & SKI CLUB
If we say it, we mean it. We do the right thing because it’s the right thing to do.
Our guests and owners trust us to deliver service excellence that is dependable and consistent at every interaction T H E B E E P I C B E AT : I S S U E 1 2017
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Best of the Best
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It’s my pleasure to announce another successful year of growth for Grand Pacific Resorts and our associates. On February 23rd at the 18th Annual Best of the Best event we rolled out the red carpet to celebrate our BE EPIC Champions of the Year from each resort and GPVS, along with recognizing standout members of our team. I want to extend my deepest gratitude to these shining stars for their commitment to creating experiences worth sharing. Your passion and dedication is what makes Grand Pacific Resorts rise above the rest! - David Brown, Co-President
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Shining Stars Among Us
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BE EPIC Champions
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These associates exemplify our core values of Balance, Empowerment, Enthusiasm, Passion, Integrity, and Consistency.
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Alex Rosa, Carlsbad
Heuionalani Mahi-Higa
Debbie Rose
CARLSBAD INN BEACH RESORT
MAKAI CLUB
TAHOE BEACH & SKI CLUB
Andrew Hoover
Virginio Rodriguez
Kekoa Umalla
INDIAN PALMS VACATION CLUB
SOUTHERN CALIFORNIA BEACH CLUB
KAUAI BEACH VILLAS
Maria Romero De Gonzalez
Joey Graziano
Alfredo Javier
CORONADO BEACH RESORT
GRAND PACIFIC VACATION SERVICES
GRAND PACIFIC PALISADES RESORT
Sarah Trojacek
Gustavo Mejia
Oscar Mendez
SAN CLEMENTE COVE
WAVE CREST RESORT
CARLSBAD SEAPOINTE RESORT
Ofelia Duarte
Benny Downing
Syna Westergren
CHANNEL ISLAND SHORES
CAPISTRANO SURFSIDE INN
HILTON GRAND VACATIONS CLUB AT MARBRISA
Rochelle Araga
Terrilyn Makanani
Marianna Sanchez Estrada
RIVERPOINTE NAPA VALLEY
HANALEI BAY RESORT
RED WOLF LODGE AT SQUAW VALLEY
Meaghan Farley
Sarah Willyard
Elizabeth De Cota
LEGACY SALES GROUP
MOUNTAIN RETREAT RESORT
RED WOLF LAKESIDE LODGE
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Best of The Best The brightest stars are those who shine for the benefit of others.
AMANDA DOLAN
General Manager of the Year
ORT S E R B U L MAoKrtAoIf Cthe Year Res
AS HLEY RYalBKExAcellence Award BE EPIC Education
LISA OMORI
BE EPIC Spir it Award
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A Winner’s Perspective
What is it Like to be BE EPIC Champion of the Year? Alex Rosa, Content Writer
It’s a great feeling working for a company that goes above and beyond to show its associates they’re appreciated. So when I stepped onto the terrace at the Sheraton Resort & Spa for the 18th Annual Best of the Best gala toasting a glass of champagne as the Co-President, David Brown, approached me to ask me how my evening was going, it was a fun, surreal experience. I smiled politely, shook his hand and expressed my gratitude for the event. He laughed and said he should be thanking me as he eyed my BE EPIC Champion of the Year badge. This is when I knew it was going to be a good night. The Best of the Best gala is an event that celebrates the BE EPIC Champions of the Year from each of our twenty resorts and Grand Pacific Vacation Services, along with honoring top resorts and general managers. The event highlights each champion’s dedication to Grand Pacific Resort’s core purpose of ‘Enriching Lives by Creating Experiences Worth Sharing.’ Associates are treated to a catered reception with management and an elegant evening complete with dinner, gifts, and an awards ceremony. Before moving positions to the Content Writer for the Marketing & Communications team at our home office I was lucky
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Companies with ha outperform the co enough to be selected as the BE EPIC Champion of the Year for my work at Carlsbad Inn Beach Resort. It was an honor to represent a resort I enjoyed working for as their executive admin assistant for over four years, and also being recognized by my management team for my hard work. They have been supporters of my professional growth since the beginning and for that I’m incredibly grateful. The evening started out with a picturesque sunset on the horizon of the Pacific Ocean as we filed into the Sheraton’s ballroom.
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B l ex Ca e Ep Ro rls ic C sa ba h d B am ea pio ch n Inn
(luckily) delightfully surprised. There was a roar of laughter from the audience as I snapped my photo, and I continued to laugh as I left the stage. Although I may have been the only associate to selfie with the Co-President and COO on stage, there were many rounds of applause that followed for each BE EPIC Champion. It was delightful to learn more about our properties across California and Hawaii and the other BE EPIC Champions of the Year. It was neat to hear that we all shared something in common: our passions seemed to cross over in both our personal and professional lives. The rest of the evening was as jovial as the start and although the event was formal it felt more like a big family gathering for dinner, complete with giggles and supportive smiles, inside jokes, and heartfelt stories between friends. The glamorous festivities started as David Brown and Nigel Lobo, Chief Operating Officer, took the stage, announcing winners from each resort and other top accolades. Prior to the awards ceremony I was asked what song I’d like playing as I entered a room, and sure enough when my name
After the event was over I couldn’t take the grin off my face. I shook my manager’s hand and hugged my favorite board member goodbye before heading out the door. I’m thankful for the place I work and look forward to seeing where my future takes me. As a writer, it’s exciting to find a workplace that aligns so well with my passions.
appy employees ompetition by 20% was announced Royals by musician, Lorde, played as I walked the red carpet to accept my award, which was a fun personal touch. David introduced me to the crowd, sharing details about my passions and work experience within Grand Pacific Resorts, along with showing photos of me doing some of my favorite things. I received a trophy, box of chocolates, bottle of wine and a check, but I wasn’t done just yet! From the stage with the spotlights on me and the crowd of my peers below I took out my cell phone to take a selfie with David and Nigel who were T H E B E E P I C B E AT : I S S U E 1 2017
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The Winner is...
GRAND PACIFIC RESORTS! By Nigel Lobo, RRP
It is with great pride that I share with you that our team has once again demonstrated excellence within timeshare by earning three prestigious industry awards this year from Perspective Magazine. These recognitions reiterate our ongoing commitment to Balance, Empowerment, Enthusiasm, Passion, Integrity, and Consistency. Here are a few of the highlights.
BEST TEAM Grand Pacific Resorts Perspective Magazine
For the third year in a row, Grand Pacific Resorts won Best Team, reflecting the ongoing passion and engagement of our associates that drives our success. In 2016, we enhanced services for owners by adding Live Agent Chat and significantly increased articles within the Owners Community on GrandPacificResorts.com.
BEST PLACE TO WORK Grand Pacific Resorts Perspective Magazine
Being selected as the Best Place to Work demonstrates our commitment to provide career growth and associate perks in an ongoing effort to empower our 1,200 associates. Furthering that commitment, last year we launched a variety of associate recognition, continuing education, and tuition reimbursement programs. Discover more about the numerous ways we’re creating a Best Place to Work at GrandPacificResorts.com.
BEST CORPORATE SOCIAL RESPONSIBILITY Grand Pacific Resorts Perspective Magazine
About Nigel: Nigel is our Chief Operating Officer. His role includes overseeing resort operations, business development, and Grand Pacific Vacation Services.
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We are honored to be the first company to ever receive this award, highlighting our promise to give back to communities throughout California and Hawaii and care for the environment. Last year, we launched our partnership with Clean the World to recycle and distribute used amenities to impoverished families. Learn more about our giving programs at Giving Back on GrandPacificResorts.com.
In The Press
Associate Spotlight Mitch Milner
Alex Rosa
Ashley Rybka
Guest Services Manager Hilton Grand Vacations Club at MarBrisa
Content Writer Grand Pacific Resorts
Inventory Manager Grand Pacific Resorts
A man of many responsibilities, Mitch juggles multiple roles as Guest Services Manager at MarBrisa.
Alexandra used to as work as an executive administrative Assistant at Carlsbad Beach Inn for four years before joining the Marketing & Communications team within Grand Pacific Vacation Services as a content writer.
Ashley manages rental, exchange, and owner inventory for various properties and provides inventoryrelated reporting and projections.
He leads all owner and guest relations along with the front desk, activities, and bell departments. Mitch looks forward to expanding on his leadership skills with the promotion he received this past year.
She’s excited for this new professional venture in which she can incorporate her passion for words into her knowledge of the timeshare industry.
She has worked in her current role for two years and has dedicated over a decade to Grand Pacific Resorts. Ashley recently enrolled in College for America and became the first Grand Pacific Resorts graduate to earn an Associate degree.
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Spotlight On
Mandi Osborn Mandi Osborn, V.P. of Resort Operations Napa, Tahoe and Arnold
When Mandi first joined Grand Pacific Resorts as an Administrative Assistant at Carlsbad Inn, she had no idea where her career would take her— she only knew she would take full advantage of every opportunity. One decade and a whole lot of hard work later, Mandi is now an award-winning V.P. of Resort Operations overseeing our Northern California properties in Napa, Tahoe, and Arnold.
"Nothing in life is going to be handed to you—if you want something, you have to get after it."
Throughout her professional journey, Mandi sought out ways to learn all she could, from requesting to work night audits to going on training rounds with housekeeping. Her determination eventually earned her the promotion of Regional Director of Resort Operations in Southern California before being promoted to her current role. Being a V.P. in Resort Operations presented Mandi with a significant increase in responsibilities that came with its share of challenges. However, as a professional determined to make a positive impact, Mandi views obstacles as opportunities to grow and remain engaged. “It’s never business as usual—you just have to keep climbing that mountain one step at a time. Forward progress at a reasonable yet slightly challenging pace gets you to your goal, and that’s how I keep going,” she said. In addition to her hard work and drive, Mandi credits her success to tapping into mentors who help guide and encourage her along the way. As she continues to grow in her position, Mandi hopes to be a positive and dynamic leader that supports and encourages others within an everchanging environment.
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One thing Mandi wants her fellow associates to know is that while Grand Pacific Resorts is committed to creating opportunities and growing our associates, there are many paths to success, and it is up to each person to create their own way.
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An Open Letter to Fellow Millennials:
Let's Meet in the Middle By Casey Bartels, Marketing Operations Manager Grand Pacific Vacation Services
Dear Fellow Millennials, Three diverse generations currently occupy the workplace: Baby Boomers, Gen X-ers, and our generation. With associates spanning a 50-year time period, it’s no wonder each demographic has a different idea of what an office environment ideally looks like, ranging from maintaining tried and true practices to emphasizing technology and innovation. In the last issue of The BE EPIC Beat, our People and Culture team reached out to Millennial associates in an effort to learn more about our career preferences in the “What Do Millennials Want in The Workplace?” piece. Our management team actively strives to understand our generation’s various wants and needs so it’s only fair that we return the goodwill by striving to develop our own work habits and better understand expectations. In order to ensure optimal success across the board, we must be able to effectively collaborate with each generation while demonstrating due respect so that when the time comes for the torch to get passed onto us, we’re ready for it. Sincerely,
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Things Other Generations Would Like Us to Know 1. No job is too small At times we may have to engage in tasks outside of our primary responsibilities just like everyone has had to at some point. Having a positive attitude about taking on any project shows we’re committed team players.
2. Advancement takes time If we work long and hard enough, we’ll gradually ascend and grow. Our employers help create opportunities for advancing our careers, but it is up to us to take advantage of those opportunities.
3. Initiative is key
“THERE ARE NO SHORTCUTS TO ANY PLACE WORTH GOING.” -Beverly Sills
Rather than expect constant guidance, attempting to resolve challenges on our own first not only fosters problem-solving skills but also demonstrates our ability to be independent workers and potential leaders.
4. Integrity is important While good job performance is necessary, possessing a good work ethic is even more so. No amount of knowledge can replace consistently showing up on time and putting in honest, hard work.
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Associate Perks
You Ask, We Answer In our commitment to “Enriching Lives by Creating Experiences Worth Sharing,” we strive to keep you informed about updates around our family of resorts and home office while also answering any questions you may have. Submit your inquiries through the survey on the back of this magazine.
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Rewards for Recruits
Q | I know of a few people who I think would make a great associate at Grand Pacific Resorts. I’ve heard that we will be compensated for referring new associates— is this true?
A | What you heard is indeed true! We’re always looking for good people to join our team, and research shows that new hires who come to us through referrals tend to be excellent long-term team members. If you know someone who you think would make a great addition to our Resort Operations team and meets the qualifications for an open position, you’ll be rewarded $200 for an hourly position and $500 for a salary position after 180 days. Have your friend list your name on their application and ask the hiring manager to submit a check request to Payroll to receive your recruitment bonus.
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Welcome to the Family
Q | Which resorts have recently joined the Grand Pacific Resorts family this year, and how do these new properties factor into the Associate Stay Program?
A | We’re excited to announce that Capistrano Surfside Inn and Kauai Beach Villas joined our Grand Pacific Resort family this year! Just like with all our other resorts, we invite you to vacation with us through our Associate Stay Program. Depending on availability, you’ll be able to spend up to three nights for just $35.
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You Deserve a Vacation
Q | I’m aware that there’s a GPX Week available to associates, but I’m not clear on what benefits are included in that. Can you please explain?
A | One of the many perks at Grand Pacific Resorts is our Associate Stay Program, which allows you to visit and enjoy our properties just like our owners and guests do! We offer our associates rooms across all of our resorts at a discounted rate of just $35 for a 3-night stay. We also offer reduced weekly stays at our RCI and GPX affiliates, and a $99 per night rate for your family and friends. Requests depend on availability. Enjoy your stay!
GPR Gets Social
Social Side Bar
Stay Connected Tina Kalberg, Assistant General Manager at Riverpointe Napa Valley Resort, shares experiences at her home resort and when visiting sister properties with her family, friends, and fellow associates via Facebook. She’s helping others feel connected to what’s happening by posting photos, comments, liking, and sharing. Thanks for being social with us Tina! Be sure to Like your home and sister resorts on Facebook and share your photos—and encourage others to do the same! T H E B E E P I C B E AT : I S S U E 1 2017
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GPR Cares
Best Corporate Social Responsibility We are honored to be the first company to ever receive the Best Corporate Social Responsibility Award from Perspective Magazine, highlighting our promise to give back to communities locally and abroad along with sustainability efforts to protect the environment. Clean the World Winners Furthering our commitment to sustainability, in 2016, we launched a partnership with Clean the World to help us recycle resort amenities and make a positive impact on our global environment: We’re proud to announce the following resorts that collected the most toiletries:
Want to get involved? Follow these three easy steps: 1. Send an email to partners@cleantheworld.org when your bins are almost full to request shipping labels and replacement bins. 2. Ship full bins back to the Clean the World. 3. Receive replacement bins and repeat.
• Red Wolf Lodge at Squaw Valley: Bottled amenities • San Clemente Cove and Mountain Retreat (tied): Soap Congratulations to all three of the resorts who will each receive a gift card to throw a party celebrating their success! In just the six months since launching this initiative, all the resorts in our family have collected and donated a total of 931 pounds of soap and 472 pounds of bottled amenities!
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H20 Trash Patrol We partnered with H20 Trash Patrol, a San Diego-based marine conservation program dedicated to ocean debris cleanup. Our teams hopped on paddleboards and ventured out to our waterways where together we collected 249 pounds of trash! If you want to do something fun that also helps out the planet, look up H2oTrashPatrol.com and sign up the next time you’re in Carlsbad!
#GivingTuesday Giving Tuesday is a globally recognized day of giving observed the Tuesday after Thanksgiving that kicks off the end-of-year charitable season.
beCause destination matters
This past November, we partnered with local organization Brunch Club to donate $10 to the cause for each night booked through ResorTime or exchange booked through GPX. We raised a total of $1,150 that provided 575 people with food and water for one day as well as essential hygiene products for a month. Christel House We hosted our 14th Annual Christel House Golf Tournament raising over $35,000 thousand dollars. Proceeds benefit Christel House Schools in underprivileged neighborhoods domestically and abroad, namely Indianapolis, Mexico, South Africa, and India.
931 pounds of soap, 472 pounds of bottled amenities, 249 pounds of trash and $46,150 in total donations! Our longstanding commitment to this charity has been funded through in-room coffee, resort sponsored fundraisers, and handson volunteer work, and mentoring students. Stay tuned as we share with you how we’re dedicated to helping break the cycle of poverty through education.
In 2016, we donated a total of $10,000 to Charity Wings Art & Craft Center, SummerAde, Moving Forward Toward Independence, and the High Fives Foundation.
$2, $2,5 500 $2,5 00 $2,5 00 00
Four times a year, we share inspirational stories about the causes that matter most to our guests and put them up for vote with the winner receiving a $2,500 donation.
Ch ar & ity Cr W to af in w M t g a o S H Ce s u r v ig d in m n Ar h m in g te t e Fi d r ra v ep fo e d en rw Fo e d a u en r n da c d e ti o n
ResorTime’s giving program, beCause Destination Matters, supports the causes that matter most to our owners, allowing everyone a chance to give back.
$10, 000
beCause Destination Matters
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whats new
Resort Updates & More Time Together If you still haven’t had the chance, be sure to check out the latest edition of our owner lifestyle magazine Time Together! Filled with interactive stories, videos, and photos, Time Together represents our ongoing commitment to enrich the owner experience. We’ve received positive feedback surrounding this last issue and look forward to continuing to cultivate an engaged and enthusiastic owner base.
Sip N’ Share Success Due to such a successful turnout last year, we’re continuing the tradition of capturing on camera what our owners love most about ownership. This time, we’re hitting the road to give owners at various resorts the chance to share their stories, traditions, and tips. Look for us at your home resort in November and check back for specific details and dates. Check out what owners at Tahoe Beach and Ski Club and Coronado Beach Resort had to say about their favorite home resort experiences.
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whats new
Resort Updates & More Coronado Beach Resort Turns 25 Coronado Beach Resort will celebrate its 25th anniversary this November! For a quarter century, our thoughtful Coronado Beach Resort associates have been making owners and guests feel at home. Festivities are already underway with special events, a photo booth, and commemorative giveaways.
Growing Family We’re honored to have welcomed two new properties, Kauai Beach Villas and Capistrano Surfside Inn, to Grand Pacific Resorts. Whenever a new property joins our family of resorts, new opportunities open up for our associates to grow, learn, and explore. We hope you get the chance to visit the newest members of our Grand Pacific Resorts family!
T H E B E E P I C B E AT : I S S U E 1 2017
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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.
As always, we are committed to
“Enriching Lives by Creating Experiences Worth Sharing.�
STAY CONNECTED
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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 yourr thoughts and yyou could win a $50 Gift Card. Survey and $50 Gift Card only valid for associates with Grand Pacific Resorts at the time of entry and prize drawing. Hurry, enter by June 30, 2017. Winner will be selected at random on or around July 7, 2017.