How We Create A Culture of Excellence to Engage our Teams and Delight our Guests

How We Create A Culture of Excellence to Engage our Teams and Delight our Guests - Ralph Grippo, Terranea Resort

Show Notes

Today, we're learning from Ralph Grippo, President of Terranea Resort. In this episode, we cover:

The importance of making team members feel valued and engaged (and how they do this at Terranea).
Strategies for personalizing guest experiences and the role of technology in doing this.
The significance of being an integral part of the local community and how Terranea Resort achieves this.
Ralph's approach to monetizing every square foot of the resort while ensuring guest delight.
The journey towards achieving a Forbes five-star rating and the operational changes involved.
The role of daily energizers in maintaining service excellence.
Ralph's personal stories of connecting with associates and the impact of genuine relationships on service delivery.

Tune in to discover how Terranea Resort has become a benchmark for luxury hospitality and how you can apply these lessons to elevate your own service standards. Whether you're a hospitality professional or simply passionate about exceptional service, this episode is a masterclass in cultivating a culture of excellence.

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This episode is brought to you with support from Sojern. I teamed up with Sojern to study how hoteliers use data to drive revenue and build stronger guest relationships. You can see what we found in this research report: How Hotel Brands Are Using First-Party Data to Drive Revenue & Build Stronger Relationships.

Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands