MEMBER PERSPECTIVES
(cONTINUED FrOm PaGE 26)
“We don’t expect perfection, but we do expect
honesty and respect.”
— LINDSEY SAPPENFIELD, Assistant Spa Director, The Don Cesar Resort Hotel
have worked for the spa for well over a decade.
“We have a culture that is totally devoted to our
employees and the long-term health of the spa,” states
Gloria ah Sam, director of spa and wellness. ah Sam
attributes this strong, permanent company culture to
three key factors: a culture of recognition, meaningful
perks and effective communication.
Every month, Kahala hotel and resort hosts a
“Legendary Service Luncheon” for exemplary staff
members in both the front and back of house. Staff
members are nominated by other staff members or
managers; then, the resort’s executive committee
chooses the two winners, who are recognized at a
“beautiful three-course luncheon” in one of the resort’s
ballrooms. at the end of the year, all 24 winners are re-
evaluated by the executive committee, which then choses
the employee who most exemplified the spa’s culture of
caring, dedication and cooperation. Last year, the overall
winner was flown on a one-week trip to a sister property
in Japan, says ah Sam. This type of recognition incen-
tivizes employees to go above and beyond to serve
customers; and, because a positive attitude is infectious,
the entire staff is lifted up.
The spa’s culture of good-natured giving is cemented
by the frequent volunteer opportunities for staff, who
participate in beach cleanups together. additionally, spa
The Don Cesar Resort Hotel prioritizes hiring employees who fit with the established culture.
28
PULSE
n
march 2019