Redefine Hospitality by Recognizing Housekeepers

Every hotel and resort is defined by its location — and some, more than others, get pulled right into the local action. Feather Falls Casino, located in California’s Central Valley, is unfortunately located in the middle of a forest fire hotspot. In 2018, the Paradise fire that burned 14,000 homes was just 24 miles away. The summer of 2024 has also been particularly challenging, according to Mark Grover, director of hospitality. 

“The Park fire is still burning, and it’s demolished half a million acres at this point,” Grover says. “We get inundated with Cal Fire firefighters, captains, commanders — a lot of them will stage out (prepare equipment and wait for assignment) of our hotel.” 

To house and service both firefighters and evacuees gives a new meaning to the term “hospitality.” 

“We’re really glad that we can be here and be of service to the community,” Grover says. 

Investigating Smart Technology 

One trend the team at Feather Falls has been watching is smart technology, and how it can be utilized by staff to lower costs and create efficiencies. 

“We have a new air conditioning system that communicates with a smart phone. There’s an app so we can see when the filters need to be changed or if it’s not functioning correctly,” says Scott Nash, hospitality manager. “It’s really easy to track and monitor the equipment now.” 

They are also evaluating mobile check-in and room access, with an intentional consideration for the importance of guest interaction. 

“We don’t want to move too far from guest relations," says Grover. “It’s important when you’re attached to a gaming facility to have interaction and contact and build relationships with our guests.” 

Retention is Key 

While talent attraction is always a concern, appreciating current and long-time talent is a major priority at Feather Falls. Grover mentions housekeepers on staff who have been employed there for 12, 14, and 18 years. Employee appreciation — including recognition, awards, pizza parties — is key to longevity, he says. 

“Employee retention is very important, and it’s a challenge sometimes at this level,” Grover says. 

The years of experience and skills have a direct connection to satisfying guest expectations through cleanliness — which is one of the most important things mentioned in the facility’s stellar reviews. Building guest satisfaction through cleanliness is a top priority. 

Nothing will replace good old-fashioned personal interaction, or a focus on outstanding customer service. 

“We’re always here to help,” Grover says. “We’re hospitality!”