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Leadership In Action
Several of our members enjoyed the
award-winning hospitality of Sanctuary on Camelback Mountain at our
Winter Retreat this past weekend. Our guest speaker was
Bill Nassikas, COO of Westroc, the company that redeveloped the
property. Bill provided an extraordinary example of leading
company culture. Each employee is given a foldover wallet card to remind him/her of the
Company "Commitments" (core values). I thought you'd
be interested in the contents of that card.
The cover of the card -- "Care
Enough To Do It Well"
The back of the card -- "Our
Mission -- Sanctuary on Camelback Mountain provides the finest
luxury resort experience in the spirit of gracious
hospitality"
The inside fold of the card --
SANCTUARY
COMMITMENTS
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KNOWLEDGE
– Care enough to be knowledgeable about everything you do
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OWNERSHIP
– Care enough to OWN the request — FULLY.
Be attentive, follow through, and have pride when
fulfilling a request
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EMPOWERMENT
– Care enough to know that you are trusted to do what is
necessary to satisfy the guest’s need.
Say
YES!
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ACKNOWLEDGEMENT
– Care enough to be the first to make eye contact, smile & provide
a friendly greeting to everyone you meet, using their name
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ATTITUDE
– Care enough to come to work with a great attitude!
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RESPECT
– Care enough to truly listen to others’ needs and viewpoints,
and ensure that you respect their priorities & privacy
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APPEARANCE
– Care enough to ensure that our landscaping, facilities,
food/amenity presentation, and personal appearance reflect THE
BEST we can offer
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ETIQUETTE
– Care enough to handle our guests’, members’, owners’,
& coworkers’ concerns in a polite, professional, and timely
manner
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RESPONSIBILITY
– Care enough to be mindful in all that you do to protect our
financial, material & human assets
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ENJOYMENT
– Care enough to enjoy what you do while you’re doing it!
Does your
organization have a similarly crisp Mission Statement, and a set of
"Core Values" by which you train, remind and reward
employees on a regular basis? Perhaps this example will
provide some ideas on how to develop those.
Thanks,
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