DO WHAT IS FAIR AND RIGHT, ALWAYS.
THESE BEHAVIORS LAY THE CORNERSTONE OF OUR SUCCESS.
- Do what’s best for the customer. Our reputation is built by steadfastly doing what’s right for others, even when it’s to our own detriment. Work from the assumption that people are good, fair, and honest. You are always empowered to do what is right.
- Honor commitments. Be on time, and do what you said you would do when you said you would do it. Plan ahead. Don’t make excuses. Honoring your commitments builds trust.
- Speak straight. Speak honestly in a way that moves action forward. Say what you mean, and ask questions. Share ideas. Raise issues.
- Own up early. Mistakes are part of business; no one is perfect. Bring up a mistake as soon as it is known so we have more time to react, and we can be less disruptive to others. Always tell the truth - reality is our friend.
DILIGENTLY PURSUE EXCELLENCE.
THESE HABITS CREATE EXCELLENCE IN EVERYTHING WE DO.
- Deliver extraordinary service. Create a tone of friendliness, helpfulness and warmth. Make others remember you as extraordinary. Appearance counts!
- Provide uncompromising levels of cleanliness. There is no place in a hotel for dirt. We can all do the little things like picking up trash in the parking lot or in the hallways. Cleanliness is everyone’s responsibility, even the CEO’s.
- Get things done right the first time. Pay attention to details. Re-work wastes your time and your co-workers’. Complete things correctly.
- Have fun. Celebrate success as a group and individually. The world has much larger problems than our own. Keep perspective. Be light-hearted and smile.
TAKE OWNERSHIP OF YOUR ACTIONS AND THEIR OUTCOMES.
THESE ACTIONS HELP US WORK BETTER AS A TEAM.
- Deliver results. We have high expectations and don’t apologize for them because we will provide you with the tools and resources to meet them. Don’t be a “victim.” Ask for what you need and take full responsibility for your success.
- Make quality personal. Take pride in the quality of everything you touch and everything you do. Always ask yourself, “Is this my best work?” Everything you touch has your signature. Sign it in bold ink.
- Practice blameless problem-solving. Mistakes are learning opportunities. Apply your creativity, spirit, and enthusiasm to identify lessons learned. Use those lessons to improve processes so we don’t make the same mistake again.
- Be process-oriented. Look to create processes for every aspect of your work, then turn those processes into habits to achieve consistent results.
PROACTIVELY CREATE GROWTH AND VALUE.
THESE ACTIONS HELP US OUTPERFORM THE COMPETITION.
- Get clear on expectations. Discuss expectations up-front for clarity and to minimize misunderstandings. Win/win solutions are always more effective in the long run than win/lose.
- Share information. With appropriate respect for confidentiality, share information freely. Information is one of our greatest assets. The key to associate growth is finding it, sharing it and using it.
- Go the extra mile. Be willing to do whatever it takes to get the job done… plus a little more. This extra mile is the difference between a Springwood superstar and an average person working for our competitor. Be a Superstar!
- Look ahead and anticipate. Solve problems before they happen by anticipating needs and addressing them in advance. Prevention is always more effective than the fix.
CHALLENGE THE STATUS QUO.
THESE PRINCIPLES ALLOW US TO CONTINUALLY IMPROVE WHAT WE DO.
- Ask why. Be curious; question what doesn’t make sense to you. Respectful, healthy debate creates better solutions. There’s no better question than “Why?” Lack of knowledge is just an excuse when you have the freedom to ask questions.
- Be relentless about improvement. “Because we have always done it this way” is a terrible reason. Regularly evaluate what you do every day and find ways to improve. Keep getting better.
- Find a way. Make things happen. Respond to every situation by looking for how we can do it, rather than explaining why we can’t. Be resourceful and show initiative.
- Speak up. When you have an idea for improvement, bring it up for discussion. Every little step we take on an individual level can be multiplied many times when it’s shared with everyone.