6 CALIFORNIA LODGING NEWS www.calodging.com FEATURE → long-term investment and retention of Hilton team members. The company offers employees an expanded mental health platform, including “Thrive at Hilton,” which provides resources in areas like resilience, burnout, sleep, parenting, and rest. “We’re working to make sure everyone at Hilton can thrive in and out of the walls of our hotels and offices,” Maginnis said. “We work in the people industry,” added Nickie Aphayrath, the Director of Human Resources at Hilton La Jolla Torrey Pines. “If we are not taking care of our employees and helping to address their needs, we can’t expect them to take care of our guests.” Maginnis highlighted that prioritizing and celebrating diversity is also crucial to longterm employee investment. The company aims to have its diversity reflect the communities where they are located. It also prioritizes inclusion through its Team Member Resource Groups, which help build social connections and community for guests and team members. “We recognize that having an inclusive workforce is also vital to the success of a business—employees should be able to see themselves at all levels, feel welcomed, and feel a sense of belonging while feeling that their work matters,” Maginnis said. Creating a culture centered around employee success is just as vital at smaller properties like Sensei Porcupine Creek. GM Julie Oliff, who recently won the 2023 Stars of the Industry Award for Outstanding General Manager at a small property, said that their culture starts with “We” and not “I.” “We don’t practice a vertical leadership structure,” said Oliff. “All of our leaders actively participate in our team members’ experience; whether it be parking cars, washing dishes, or picking up trash, everyone is working towards a collective goal.” “We have very strong values that are the cornerstone of our everyday operations, and we reinforce them daily,” added Falour-Yalniz. Oliff said that a mission-driven approach also contributes to employee motivation and the well-being of staff and guests. Sensei’s mission centers around learning and growth, embodied in the values of ‘Kaizen,’ a According to the Bureau of Labor Statistics, average hotel wages in the U.S. reached an all-time high of $23.91 per hour in December 2023, and since the COVID-19 pandemic, they have risen at a faster pace than average wages throughout the economy.
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