2019 Best of the Best Keepsake Album

Honoring Our 2018 BE EPIC Champions

You are our shining stars!

You are the heart & soul of Grand Pacific Resorts, and the

Best of the Best we have today!

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CYNTHIA BONILLA

Front Desk Supervisor

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“One Sunday when the resort was short-staffed, she drove to purchase highchairs, Pack-N-Plays, and wine for guest for service recovery.

She also stayed past her shift to assist in housekeeping.�

“En route to his task, he saw a family having trouble dispensing The Incredibles from the DVD machine.

The next day he brought his own copy and gave it to them to watch.�

PAT

TRICK CARROLL

Maintenance Technician

BRANDY FORSYTH

Front Office Superviso

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“After raising her son, Brandy left the mountains for the ocean to pursue a career in hospitality.

She is frequently mentioned on TripAdvisor for professionalism, outstanding service, and was recently accepted into the Management Development Program, Grand B.E.T.�

“Roxana is a Mother of 11 year old, a first generation college graduate, and an inspiration to her siblings to continue their studies. During natural disasters in Southern California, Roxana assisted in extending stays for those displaced to the best of the resort’s ability.”

ROX

OXANA PLASCENCIA

Front Office Manager

DANIEL MEDINA

Houseman

“During a heavy rain season in San Diego, Daniel saw the parking garage was flooding and found sandbags to barricade the entrance. He also realized the drain line was clogged and assisted in unclogging it despite being wet, cold, and past his shift.�

“Gene is the Palisades Mascot.

He is Santa and the Easter Bunny during the holidays at the resort. He also took action when a guest fell and provided assistance by finding a wheelchair so the guest can move around the resort.

He loves to escape on his Harley Nightster.�

GEN

NE REYES

Maintenance Technician

NICK SALAS

Contact Center Supervisor

“Nick is passionate about his team and is always offering suggestions to keep agents motivated. He assisted in building training modules for agents and other departments and plays a key role working with partners on backend systems. He also got his A.A. from College of America through Grand Pacific Resorts.�

“Her mission is to enrich the lives of all owners and guests who vacation at Hanalei Bay Resort. She reaches out directly to guests who express any form of dissatisfaction to address it personally. Determined to ensure guests receive their lost and found items before they leave the island, she offers to meet up with them."

JOH

HNNALYN KAIMINAAUAO Housekeeping Supervisor

JOELA CALHOUN

Director of Fun & Engage

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“Joela personally created and directs over thirty-two activities every week. She has an inate ability to connet with every guest, and is sought out year after year when guests return. She starts her day with morning walks on the beach, lives in the moment, and is a lover of animals. Her energy lights up the room!�

“Nolan motivates and coordinates the quarterly BE EPIC rallies. He also revitalized the activites room that was turned into a storage room back into an activities room. When Nolan isn’t working, he and his wife go to Disneyland with Minnie & Mickey.”

NO

OLAN NEWBERRY

Lead Guest Service Agent

ROBIN KING

Maintenance, Housekeeping, Admin

“Robin’s 3rd quarter safety audit received high marks on record keeping - no items were missed.

She is also enrolled in College of America and is studying Business Administration. She was recently married, and enjoys hiking with her husband and dog, Maile.

She also participates in Bon Dancing held during the summer at a local Hongwanji Mission.�

“Yolanda is service oriented, dependable, and helps guests or front desk associates. Meaghan had over $1 million in sales due to product knowledge & people skills.

Both have maintained long-term relationships with a family who owned 12 weeks for family vacations. When tragedy hit, they worked together to help determine and sell weeks that would sell at best price to pay for medical bills. They are still in contact offering emotional support or sales guidance as needed.�

ME YOL

EAGHAN FARLEY & LANDA MIDDLETON

Legacy Resort Group

THAMIE “HONEY” PONIMO Room Attendant

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“Thamie is self-driven to deliver exceptionally clean rooms.

She engages with guests and encourages them to see the island while on vacation. Thamie takes pride in her work and her passion shows in all she does walking through her units. In fact, she often needs reminding it’s impossible to deep clean each unit on a weekly basis! On her days off, she loves to read books on her Kindle, and spend lazy days on her couch watching Netflix.

She loves to try all kind of food, and enjoys being with her family and friends for any celebration.”

“Fon makes it a goal to turn any situation into an opportunity.

She returned to the resort to fix the lock box when an elderly couple arrived late and couldn’t get into the resort after-hours.

Not only did she check them in, she carried their luggage and groceries into the unit, and sent a welcome text when she was done.”

FON

N CHATURAKSAMAI

Guest Service Agent

SARAH SKAWIENSKI

Front Office Man

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“Sarah is great at building great relationships with owners, returning guests, and peers. Guests scheduled a taxi for 6am to take them to the train station that never showed due to a heavy snow storm. Sarah jumped into her car, drove them to Truckee in the snowstorm to catch the train, and returned to open the resort for the day.�

“Herb was promoted to maintenance manager through hard work and dedication, and does whatever he can to wow owners and guests. An owner was once looking for a place to repair a flat tire. He brought an air compressor to fill the flat tire, and follwed him to the shop to ensure his safety.�

HER

RB QUINATA

Maintenance Manager

DOTTIE KAVANAUGH

Guest Services

s Agent

“Dottie covers shifts for coworkers and activities. She keeps owners engaged, and adds ownership through Legacy Sales. Over the last 23 years, she has created owner loyalty through great customer service. An owner didn't bring a coat, so she loaned one of her own.

She also brought garlic to an owner who was making pasta. It’s the little things that count - the little things that create experiences worth sharing!”

“Scott quickly adapted to maintenance procedures and has a willingness to help departments. You can find him on Sundays stripping beds, removing trash, unloading trash, unloading cars, and helping with luggage in addition to completing his maintenance tasks all without being asked. Every guest is first priority as seen by the comment cards and requests for him.�

SCO

OTT SVEDIN

Maintenance Technician

EUGENIA AVILA DE GARCIA Room Attendant

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“Eugenia has great attendance, consistent performance, and is always smiling and attentive to guests. She grew up in Mexico and moved to the United States 29 years ago for better opportunities and education for her 5 children. She is currently supporting her 3 oldest sons in college. She loves to cook and spoils both family and co-workers with food.�

DR. JOE SPIRITO Multi-Board Member

NOYAN SĂœEL Assistant General Manager Carlsbad Seapointe Resort

CHRIS HIGA

Multimedia Production Specialist Grand Pacific Vacation Services Marketing-Communications

HOLLY ANSLEY Regional Vice President of Resort Operations Southern California

JEFF BROCK Regional Director of Resort Operations Hawaii

JEN BROWN Channel Island Shores

MEGAN CONNER DAVE SMITH MarBrisa Carlsbad Resort

In 2018, Carlsbad Seapointe Re

in the green zone on service sc

score was maintained at 4.80, a

maintained a Reputation.com s

their general manager being on

for most of 2018. They are ranke

resorts in Carlsbad in TripAdvis

esort was consistently

outstanding 92% owner satisfaction score.

cores. Their cleanliness

They have excellent results on safety - a reduction

and they consistently

from 123% in 2017 to 93% in 2019, reducing worker's

score of 900+ despite

comp insurance premiums by $44,000 annually. They

n a special assignment

share key team members with sister resorts in need

ed 4th out of 38 hotels &

- especially with Palisades & MarBrisa - and are the

sor while maintaining an

benchmark of operational excellence.

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