We focus our energy on delighting our customers and making them smile.

We want our customers to know that we are on their side, putting their interests ahead of our own self-pride and ego.

We strive to be present for each and every guest, anticipate their needs and ultimately exceed expectations.

Hospitality presents numerous points of contact between colleagues and with guests.

With each contact, we must communicate so that the outcome of the contact is better than before.

We do this through written, verbal and body language communication, and using both formal and informal mediums.

We positively listen, understand, acknowledge, provide context, ask and explain with positive impact in mind.

We are impatient to get things done. All the little details done.

We know it is our shared responsibility to be resourceful and take actions.

We commit more to the action than just talking about it.

And when mistakes do happen, we see it as a learning opportunity to handle it better.

We take pride in what we do. We are responsible and accountable for our own actions, and in holding others around us to the same standards.

We put aside personal ego, emotional baggage and team politics for the common goal.

Ultimately, we earn the trust and respect through our decisions and actions.

We actively and positively help each Pony succeed. We put each individual in the best position to succeed and we never tire in coaching and encouraging others.

We recognize that hospitality is a team sport – we are open to all ideas for improvements and we find ways to collaborate.