PATH
Purpose, People, Principles
Our Purpose
Serving memories to last a lifetime.
Our People
We are recognized as the resort destination of choice, always creating exceptional guest experiences.
We are the preferred environment for talented and innovative professionals.
We are responsible for the stewardship of the legendary Arizona Biltmore and exceeding the expectations of our owners.
Our Principles -
Our Experience:
1. WELCOME
We begin every interaction with a sincere greeting and a warm smile, using the guest’s name at least three times. We speak first and last and always use professional and appropriate verbiage.
2. ACKNOWLEDGE
We acknowledge every guest we encounter. The resort is our stage, and every interaction is a moment of truth.
3. RECOGNIZE
We personalize our guests’ experience by remembering their name and introducing them to fellow Team Members. We anticipate their preferences and special requests.
4. MEMORABLE
We are in the business of creating lifetime memories. The reputation of the Arizona Biltmore is enhanced by our Team Members every day.
Our Service:
5. TEAMWORK
We instill teamwork and lateral service into our daily work environment. We are respectful of the needs of our fellow Team Members and look for opportunities to support each other.
6. RESPONSIVE
We express a genuine sense of urgency and ownership with all guest needs. We follow up to ensure that any need is met to the complete satisfaction of our guests.
7. UNPARALLELED
We understand that the consistent delivery of world class service is our trademark. We are ambassadors of the resort, both in and out of the workplace.
8. EMPOWERED
We are all expected to delight the guest and break away from our normal duties to resolve any issue. We never lose a guest.
Our Spirit:
9. DEPENDABLE
We are the eyes and ears of the resort, responsible for protecting all its assets. We participate in environmental initiatives, conserve energy, and report fire and life safety issues immediately.
10. INCLUSIVE
We nurture a culture of diversity. We recognize that our Team Members are our most valuable asset.
11. STEWARDSHIP
We enjoy a reputation that began with the efforts of many Team Members who came before us. We enthusiastically accept our responsibility to act as good stewards in caring for our one of a kind property.
12. TRADITIONAL
We take great pride in our personal appearance. We convey the image of the resort through our adherence to clothing and grooming standards.
13. INTEGRITY
We are always honest and demonstrate a high level of trust in our work. We are mutually accountable and recognize the importance of respect in everything we do.
14. NOTABLE
We have earned our reputation as one of the most financially successful hospitality operations in our industry. We share responsibility for generating the revenue and delivering the profit that keeps our business strong.
15. CLEAN
We are each accountable for maintaining a spotless resort environment. Our actions set the example.
16. TRAINED
We are service professionals and are given the tools and information to succeed in our position.
