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.

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.