Photo courtesy of Hilton Phoenix Resort at the Peak
In hospitality, we talk a lot about creating memorable experiences for our guests. But behind every great guest experience is something equally important: a team that feels valued, connected and invested in the place they choose to work.
That has become increasingly challenging across our industry. Hospitality is a people business, yet retaining experienced employees and filling open positions can be among our greatest challenges. In an industry where turnover can be high, long-term employee tenure is something worth celebrating and, more importantly, understanding.
At Hilton Phoenix Resort at the Peak, we believe our history and a commitment to our shared goals have a lot to do with our ability to build lasting relationships with our team, all of which ultimately translates to exceptional guest experiences and the ability to adapt to change.
The original property itself has been an influential fixture in Phoenix’s resort landscape for generations. Following our recent $100 million transformation, however, we are proud to build on that legacy, creating something brand-new in our latest chapter. While the property has undergone a dramatic transformation, one thing has remained remarkably consistent: It’s the people who make this resort.
Today, approximately one-third have been with the resort for more than 10 years. Even more remarkable, 15 team members have been here since the 1980s, including colleagues in Finance, Housekeeping, and Food & Beverage. Our longest-tenured current employee joined the team in 1981.
Those numbers tell a story that goes well beyond retention. When I speak with our most tenured team members, many point to the same reasons they have chosen to stay: the culture, the relationships, the sense of being part of something bigger than themselves, and what’s still on the horizon for the resort.
Over the decades, generations of employees have grown their careers together here. They have celebrated milestones, supported one another through challenges and welcomed countless guests through our doors. That creates a level of camaraderie that simply cannot be replicated.
As an industry, we should continue looking for new ways to attract and compete for top talent. But we should also remember that retention starts with culture. People stay where they feel respected, appreciated and connected.
Dale Moseke is general manager of Hilton Phoenix Resort at the Peak and a Phoenix native who has spent his career working in the local hospitality industry.
