Turtle Bay Resort
Eric Gavin discusses how Pyramid Luxury & Lifestyle hotels set themselves apart in a competitive market, their approach to ensuring consistency in guest experience, their talent development and retention strategy, how they stay on top of industry trends, and future plans for expanding their hotel portfolio. From creating unique and culturally immersive experiences to intentional talent development, Gavin shares insight into what makes this hotel operator stand out in the industry.
How do your hotels set themselves apart in a competitive market?
As one of the largest operators of independent, luxury and lifestyle hotels and resorts, we believe today’s consumer is drawn by uniquely curated experiences that authentically celebrate the culture and spirit of the destinations in which we operate. From a culturally immersive Paniolo Lu’au at Turtle Bay Resort along Hawaii’s North Shore to our singer songwriter series, Keys to Country, at Hawks Cay Resort in the Florida Keys, our team is passionate about creating experiences for our guests that offer access to activities and venues that would otherwise be inaccessible.
How do you ensure consistency in guest experience across all of your properties?
Recognized as an employer of choice and one of the top places to work, we attract, train, and retain the best and brightest talent who share a common purpose: to “Be The Difference” in the lives of our guests, our team members, and our communities. While each of our properties have their own unique identity and personality, that guiding principle ensures we deliver to a standard that is well above the expected.
Can you discuss your approach to talent development and retention, particularly management positions at your hotels?
Talent development starts from within. We are intentional in our focus on providing all team members with access to growth and development opportunities through a diverse platform of hands-on and online learning opportunities and individualized career pathing that guides team members from associate to executive. Combined with our culture anchored by a “Be The Difference” mindset, these programs ensure we develop and retain top talent.
How do you stay on top of industry trends and incorporate them into your hotels?
We are guided by the needs of our customers while always remaining true to our mission of delivering experiences that are enriching to our guests, create efficiencies for our team members and thoughtfully support our communities. Our intentional focus on areas such as reducing our impact on the planet by shrinking the environmental footprint, improving sustainable food sourcing and lowering food waste is a great example of how we are supporting the values of our guests, the needs of our associates and the mission of our communities but also being responsible to the environment.
What are your future plans for expanding your hotel portfolio and what do you see as the biggest challenges facing the hotel industry in the coming years?
Continuing to expand our portfolio is an important part of our business plan as it provides our team members with new opportunities for career growth as well strengthens loyalty with past guests by providing new destinations to explore. While growth is a focus, we are intentional on the right growth that supports our mission to identify locations where we can add value through the development of curated experiences that authentically celebrate the culture and spirit of the destination.