Pechanga recently participated in a Team Member survey which was conducted by HR Solutions. Based on the results Pechanga was awarded the BEST in Class Seal for our benefit plans (such as medical, dental, 401k and reward programs). Pechanga beat companies such as:
• Wynn
• Boyd Gaming
• Horseshoe
• Disney
• American Airlines
• McDonalds
• MTV
• Nike
Pechanga always strives to be the best in the industry and this is a great indicator of how much Pechanga values its Team Members.
Pechanga Receives Best in Class Seal for Benefits
Q& A with Grant Channing, VP of Hotel Operations
After 36 years in the hotel and hospitality industry, Grant Channing brings innovation and leadership experience to Pechanga, along with love and respect for people, animals and his profession.
Q: What words best describes you?
A: Approachable, direct
Q: What’s your biggest challenge?
A: Getting used to Southern California versus Michigan. The culture change is considerable: pace, traffic, density and size of the population. Plus, in Michigan, you’re only really busy for 3 ½ months out of the year. Here, it’s a more consistent pace with no down period.
Q: What sparked your interest in casino resort leadership?
A: After about 30 years in the hotel industry, I was recruited by Turning Stone Casino Resort in New York, as Director of Hotel Operations. I felt a little trepidation at the prospect of renovating and expanding the hotel facilities for a resort/casino. It’s been exciting ever since.
Q: What was your first job?
A: I worked at a graveyard for 3 summers, digging. Not the graveyard shift, I worked for a cemetery in Winnipeg. My first hotel job was as a bartender. I was pretty terrible at that, but they gave me a try at the front desk, and here I am today.
Q: How did you wind up here?
A: I was invited by the General Manager, Craig Clark, whom I worked with at Turning Stone, to apply for the position.
Q: Was it difficult for you to leave Grand Traverse Resort?
A: It was. I really enjoyed Michigan and the tribe I worked for. They were very gracious about me leaving, though. They even threw me a luncheon! But as hard as it was to leave, I was really excited at the opportunity to come work at Pechanga. In fact, when I told the Tribal Chairman I was coming here, he literally said, “Wow.” Even on the East Coast, Pechanga is known as one of the top 3 resort casinos in the nation.
Q: What has been the most significant moment in your career?
A: That’s tough to pinpoint; I’ve enjoyed the journey, learning constantly. But one highlight I look back on is that every Assistant Manager I have worked with is now a General Manager in the industry. We still keep in touch.
Q: How would you describe your management style or philosophy?
A: To be successful at anything, you need to enjoy what you do. I enjoy managing people. But I take the approach that I’m not an expert; I try to surround myself with capable people, and get out of their way. When necessary, I support and/or direct, but I don’t micromanage. I believe micromanagement diminishes the capacity to perform. People appreciate freedom.
Q: If you couldn’t do what you’re doing now, what would you do?
A: I would like to teach at the university/collegiate level. History and religion.
Q: Best childhood memory:
A: Nothing specific, really. I just loved the era I grew up in, where recreation meant getting outside and giving your all. I played every sport, and the summers seemed to last forever. Even growing up in the Midwest of Canada when it would get 10 below, we loved the freedom to keep playing, and we did.
Q: How do you manage stress?
A: Early in my career when I was in my 20’s, I developed ulcers. So, I learned to turn it on and off. You flip a switch when you go home. Learn to accept that change can take planning, time and effort. I also choose to be very direct instead of internalizing my feelings, or getting upset. Being decisive, facing issues and conflict helps me avoid the stress I see in others who tend to vacillate.
Q: What makes you happiest?
A: Let’s see…I’m happy at work, very happy on a golf course, even though I don’t play well. I love being able to laugh, play with my dogs, and spend time with my daughter, Shaina, in Eastern Canada.
Q: Tell us something that most people don’t know about you:
A: I have a black belt in Karate. Some people think I don’t smile often. I don’t – not on the outside anyway, thanks to a hockey puck. It caught me in the face when I was too busy having fun while not wearing the proper safety equipment.
Q: Best advice you ever received?
A: A District Director in Canada once said, “Don’t try to be something you’re not. Be yourself.” I also like the definition of management as, “Management is getting things done through other people.”
Q: What difference would you like to make?
A: I want to make this Hotel division even better. I’m confident that with the help of good people here, occupancy can get back up into the ninety-percentile. I want to emphasize and improve guest service. I really pay attention to the guest comments and complaints. I see no reason why guests should need to complain if they ask for help and give us a chance to fix a situation. In regards to guest service, we need to recognize a few things:
1. Especially in this economy, we’re asking people to do something they don’t have to – come spend money at our property.
2. The guests we serve are who pay our salary.
3. If we do our jobs properly, our guests will come back.
VIDEO: Pechanga Casino Careers in Gaming
Meet James McDonald, Pit Supervisor here at Pechanga Resort & Casino and hear how he, after working in Vegas, thinks Pechanga stacks up.
Q & A with Craig Clark, General Manager
After months of searching, Pechanga Resort and Casino has a new General Manager, Craig Clark. With the support of the Pechanga Development Corporation, Craig intends to hold leadership and Team Members to high standards of respect, integrity and accountability.
Only a handful of individuals can boast of leadership positions at a property comparable to Pechanga. Craig Clark brings 14 years of experience from Turning Stone Resort and Casino. Turning Stone recently celebrated 16 years of operation and is currently one of the top 5 tourist destinations in the state of New York. After a brief stint as the internal auditing manager for the Oneida Indian Gaming Commission, he spent 6 years as Turning Stone’s Director of Finance. Craig’s professional career culminates with spending the last 8 years as the General Manager at Turning Stone.
Among his first impressions of Pechanga, Craig states, “This is an amazing property with lots of opportunity, clearly unmatched by any of our competitors. We need to get Team Members aware of how valuable they are to our success. This will result in guest satisfaction and continued loyalty to Pechanga, for Team Members and guests alike.” Through improved communication and cooperation, the new General Manager plans to leverage his considerable experience and leadership skills to promote a culture of passion, pride, and professionalism.
Q: What words best describe you?
A: Business leader
Q: What’s your biggest challenge?
A: The challenge is coming into an organization like Pechanga, where leadership has experienced fantastic growth and success in the previous economy, and I hope to improve internal processes.
Q: What sparked your interest in casino resort leadership?
A: There’s an energy and excitement in our business. It’s dynamic, always changing, always challenging. I’m drawn to the combination of excitement and the challenge to maximize profitability and success.
Q: What was your first job?
A: Selling bait (1 cent per worm, 2 cents per night crawler) probably doesn’t qualify, so let’s go with working on a dairy farm.
Q: How did you wind up here?
A: I answered an online advertisement for the position, but of course I knew of Pechanga because of its size. I’ve always looked to Pechanga as an excellent resource for information through its web site and especially Native American gaming issues.
Q: What has been the most significant moment in your career?
A: We had 5 championship golf courses at the other property. Once, a Professional Golfing Association event at Binghamton, New York, had to be relocated due to flooding. Through teamwork, we relocated the event in just 12 days to Atunyote (eagle), a Tom Fazio designed golf course on the property. The event exceeded expectations of fans and the event coordinators from the PGA.
Q: If you couldn’t do what you’re doing now, what would you do?
A: Something along the lines of finance, probably associated with the stock market. While the downturn is causing widespread change and challenges, from an economist’s viewpoint, it’s a tremendous period for analysis of business opportunities.
Q: Best childhood memory:
A: My first Major League Baseball game with my family, at Yankee Stadium.
Q: How do you manage stress?
A: I enjoy exercising, going on long bike rides or using a stationary bike.
Q: Who has been your inspiration/mentor?
A: A former Chief Operations Officer at the Oneida Turning Stone Resort and Casino, named Frank Riolo. He provided my introduction to gaming. A gambler at heart, he worked in Vegas for Steve Wynn, the Golden Nugget, among other places.
Q: What makes you happiest?
A: Success and winning.
Q: Tell us something that most people don’t know about you:
A: From the time I was 16 years old, I worked side by side with my dad, as a carpenter. I actually put myself through college working with my dad. As a result, I became very close to him, and remain so today. Hopefully, he gets a chance to visit Pechanga soon.
Q: Best advice you ever received?
A: My parents were always very supportive and encouraging. They always challenged me to pursue any dream or aspiration; they made me believe anything was possible.
Q: What difference would you like to make?
A: I look forward to improving communication and cooperation in all areas of the resort and casino.
Craig looks forward to relocating his family here to the Temecula area. He is also excited about joining the family at Pechanga Resort and Casino.
Q & A with Dennis Khanh, VP, Food and Beverage
Dennis Khanh, our new Vice President of Food and Beverage, brings extensive F&B leadership experience to Pechanga. Dennis helped open Mandalay Bay, Las Vegas more than 10 years ago, owned his own business and spent the last 3 years at Foxwoods Casino in Connecticut, the largest resort casino in the United States. His passion for excellence continues here at Pechanga. The VP’s goal is to make Pechanga “simply the best” dining experience in Southern California, and to spread his enthusiasm and dedication to the rest of the F&B team.
To be successful, Dennis truly believes you must take to heart one of Pechanga’s core values – passion. He wants his team to be successful not only at work, but in everyday life: work, home and family.
Dennis and his wife, Tessa, recently celebrated 35 years of marriage. They have two sons, Nicholas, age 29, a CPA for KPMG International, and Jonathan, age 26, who works at the Wynn, Las Vegas in hotel operations.
Q: What words best describes you?
A: Friendly.
Q: What’s your biggest challenge?
A: Learning to balance work life and family life.
Q: What sparked your interest in Food & Beverage?
A: It started in college while I was a food server. I loved the creative aspect and the opportunity to serve new things, meet and interact with lots of people.
Q: What was your first job?
A: I was a gas station attendant back when that meant checking the oil, tire pressure, radiator water level and cleaning the windshield for every customer.
Q: How did you wind up here?
A: Foxwoods in Connecticut is nice, but a very cold place. I really enjoy the warmer climate, the openness and diversity in California. More importantly, my family is here on the West coast.
Q: What has been the most significant moment in your career?
A: I was serving guests at a table at the Mark Hopkins Hotel/San Francisco, when a director of F & B passed by me without saying a word. I thought to myself that if I ever have the opportunity to lead, I will always ask for input and feedback from the front line – those who are the closest to the customer. I realized that you need to care in F & B. Our department requires passion.
Q: If you couldn’t do what you’re doing now, what would you do?
A: I would love a job on a golf course.
Q: Best Childhood memory:
A: Having dinner with just my grandfather, a wine connoisseur, and my father, who doesn’t drink alcohol. I had my first glass of wine with just the three of us when I was ten.
Q: Favorite Quote:
A: “Life is not measured by the number of breaths you take but by the number of moments that take your breath away.”
Q: Favorite Book:
A: Rich Dad, Poor Dad by Robert Kiyosaki and Sharon Lechter. It’s about values that children learn from wealthy parents vs. from not so well-to-do families.
Q: How do you manage stress?
A: What stress? Stress is something we create for ourselves. Every situation has a solution. Take control, solve the challenge. I see stress as fuel that gets you going faster; it helps you become efficient. Don’t let it control you, or it will destroy you.
Q: Who has been your inspiration/mentor?
A: Peter Kleiser, regional VP of the western division, Hilton. Although he’s retired, we still keep in touch. He taught me how to focus in dealing with people and situations. He was very hyper at work. Now he’s a painter!
Q: What makes you happiest?
A: Personally – seeing both of my sons succeed in life. Professionally – I enjoy promoting people from within; developing leaders.
Q: Tell us something that most people don’t know about you:
A: I was ranked as one of the top 3 tennis players in Northern California. Back then, tennis didn’t pay that well and the physical toll on the body was not appealing. So, I decided to pursue a career.
Q: Best advice you ever received?
A: Treat people the way you want to be treated.
Q: What excites you about Pechanga?
A: The friendliness of the Team Members. You can’t teach that to a team. To cook and serve others requires special people. Friendly, outgoing people are hard to find, yet they’re here in every department, better than most organizations.
Pechangas Newest Recipients of Team Member Family Scholarships
Michael Randazzo, a former Valet Team Member from 2006 to 2007, has become Pechanga’s latest recipient of the $1,000 scholarship award. Michael is the son of Ron Randazzo, Director of Risk Management. Each year, the scholarship is awarded to ten students who are sons or daughters of current Team Members. To be eligible, students may be entering college, or already enrolled. Michael is currently in his fourth year at the University of California, San Diego, majoring in bio-chemistry. He intends to use the scholarship money to help pay for tuition as a graduate student, “After UCSD, I will attend medical school, where I can study to become a surgeon.”
In September, Courtney Potter, daughter of Slots Floorperson, Doretta Potter, also received a $1,000 scholarship from Pechanga. Courtney is currently a freshman at California State University, Fullerton, majoring in broadcast journalism. Doretta began her career at Pechanga in the cage department, and spent the last two years in slots. She is proud of her daughter’s accomplishments and ambitions. An aspiring actress and student, Courtney is grateful for the tuition assistance she received from Pechanga’s family scholarship program.
Current Team Members can learn how to qualify for the scholarship program, by contacting Tom Hitch, Talent Recognition Manager, at extension 2554.
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