What was your first position in the hotel?
Penni: I’ve worked on Club my entire career with The Ritz-Carlton, Laguna Niguel. It’s my dream job; I can’t see myself ever doing anything else.
What makes you stay at the resort?
Penni: It never feels like work! The Club Lounge is my home and all of the ladies and gentlemen that I work with are my family.
You have received a lot of recognition over the years. Is there one acknowledgement that is most special?
Penni: In 2013, I was selected as a recipient of the Gold Standard Award. It was truly special because it recognizes exemplary service and a commitment to the company’s philosophies; and it is my goal every day to live the Gold Standards and provide exceptional service.
You receive countless thank you letters from guests. Is there one that stands out?
Penni: A very loyal Ritz-Carlton guest stayed with us for the first time and then sent a very nice note to the general manager saying, “I have stayed in over 20 Ritz-Carlton hotels in the world, but your Club level surpasses them all by the exceptional service provided by every single one of them, and especially by Penni Garcia who I believe is the diamond a top of The Ritz-Carlton tiara.” I thought the tiara reference was so sweet.
Is there wow experience you’ve created for a guest that you would like to share?
Penni: I’ve created many wow experiences, but the one that will always stand out for me was an unforgettable surprise birthday party for a 12 year-old girl who was staying the resort. My team and I arranged a special dinner in front of the fireplace that included all of the birthday girl’s favorite dishes. Each of us took part in the celebration. We baking her favorite cake, decorated her room with 12 balloons, and presented her with a beach shell jewelry box to remind her of her stay. I knew that loved the Jonas Brothers so I bought hear a Jonas Brothers backpack and pillow. I’ll never forget her surprise and delight! It was truly priceless.