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Legacy Resort Partners with PRIDE Industries for Reliable Housekeepers

Legacy Resort Hotel and Spa in San Diego, California, opened its doors in 2020 and has since hosted hundreds of thousands of guests from across the U.S. and the world. With a footprint that includes a 126-room hotel, conference facilities, and multiple event spaces spread across more than 17 acres, Legacy is one of the largest hospitality venues in the region offering guests a full luxury experience. To maintain this high level of service and ensure that every guest has a memorable stay, the resort relies on a dedicated team of employees, including housekeepers, who keep Legacy’s reputation sparkling.

The Challenge: Staffing Housekeepers

From the start, Legacy Resort Hotel and Spa has been committed to delivering outstanding services to its guests, which is why hiring the most qualified, reliable, and dedicated staff, including housekeepers, has always been a priority. However, like many businesses in the hospitality industry, Legacy Resort has felt the impact of staffing shortages.

According to the American Hotel and Lodging Association, 76% of hotels are experiencing staffing shortages, with 13% describing themselves as severely understaffed. Additionally, the survey revealed that 50% of hotels identified housekeepers as their top hiring need.

With the pressure of a labor shortage and high standards for staffing, the hotel faced the challenge of finding qualified candidates.

The Solution: Partnering to Provide Housekeepers

For Legacy, being understaffed and relying on underqualified employees was simply not an option. Committed to finding the right team members, they turned to PRIDE Industries.

PRIDE Industries, a social enterprise dedicated to creating employment opportunities for people with disabilities, provided just what Legacy needed. Through this partnership, Legacy was able to hire skilled housekeepers and custodial staff, filling critical positions in their operations. This collaboration allowed the resort to maintain its cleanliness standards while providing meaningful employment opportunities for people with disabilities.

The Results: A Reliable, Dedicated Staff

Today, housekeeping teams provided by PRIDE Industries not only keep Legacy spotless, but they also bring a positive attitude to work every day. A standout example of this is Ben Godown, who was hired in a custodial role through PRIDE Industries. Ben has become an integral part of the Legacy Resort team, and his impact can be seen and felt by everyone on staff.

“Ben, in a lot of ways is the shining star that sets the example for everyone in the hotel. He’s one of the most conscientious employees and he has a very strong work ethic. We always know that he has a keen attention to detail and will do a fantastic job,” said General Manager Brad Naucler.

Housekeeping Manager Irma Ruiz agrees.

“It is a pleasure to have Ben on our housekeeping team,” she said. “He understands what we do and goes the extra mile every time he is assigned a task.”

Housekeepers: Legacy Resort Hotel and Spa logo

“Ben, in a lot of ways is the shining star that sets the example for everyone in the hotel. He’s one of the most conscientious employees and he has a very strong work ethic. We always know that he has a keen attention to detail and will do a fantastic job.”

— Brad Naucler, General Manager

Manchester Grand Hyatt Finds Hotel Staffing Solutions with PRIDE Industries

The Manchester Grand Hyatt Hotel, located in sunny San Diego, is the largest hotel in Southern California. Boasting two towering high-rises with 1,628 guest rooms, a rooftop pool, multiple restaurants, bars, and a spa, it stands as a key player in the region’s hospitality industry. As a major employer in the area, the hotel relies on a skilled and dedicated workforce across all departments and requires reliable hotel staffing solutions. Today, the Manchester Grand Hyatt boasts a skilled and dedicated workforce that delivers top-notch customer service. But the hotel considered a number of hotel staffing solutions before choosing a winner.

The Problem: Hospitality Industry Labor Shortage

In a city where tourism is one of the top economic drivers, the Manchester Grand Hyatt plays a pivotal role in San Diego’s economy. However, as demand grew post-pandemic, the property faced a pressing need for hotel staffing solutions to fill vital roles and maintain its high service standards.

When the COVID-19 pandemic hit in 2020, the hospitality industry faced unprecedented challenges. Like many others, the Manchester Grand Hyatt had to close its doors. Later, when restrictions lifted and the industry began to recover, the hotel was eager to bring back employees and expand its workforce. With demand surging and business picking up, reliable hotel staffing solutions became critical to maintaining exceptional service. However, in addition to the uncertainties of the post-pandemic landscape, the hotel was confronted with an industry-wide staffing shortage.

According to the Bureau of Labor Statistics, in 2024 there were 196,000 fewer workers in the hotel industry than in 2020, with positions unfilled despite higher wages and improved benefits.

The Solution: Hardworking Employees with Disabilities

In search of an answer to their growing demand for employees, the Manchester Grand Hyatt reinstated their partnership with PRIDE Industries. Having previously worked with employees from PRIDE Industries, Hyatt recognized that this partnership would not only help the hotel meet its demand for qualified employees but also provide meaningful employment opportunities for individuals with disabilities. This collaboration became the ideal staffing solution, allowing the hotel to fill key positions efficiently while supporting a diverse workforce.

“The support we needed as our business reopened and grew was crucial, and we knew that the PRIDE Industries associates could deliver exceptional service and offer an extra level of support for the rest of our team,” said Matt Farnsworth, assistant director of food and beverage.

“When asked about renewing the partnership with PRIDE Industries, it was an immediate yes for us,” Farnsworth added. “Seeing the smiling faces of the Hyatt associates when they saw the PRIDE Industries employees return was incredible. They were so happy.”

This partnership aligns well with Hyatt’s commitment to empowering people. “We always make sure not to lose sight of what’s most important: the people. Partnering with organizations like PRIDE Industries, who do great work in the community, is truly rewarding and reflects our core values as a company,” Farnsworth emphasized.

Through PRIDE Industries work groups, the Manchester Grand Hyatt has successfully filled key food service roles, including stewards. In these work groups, three employees with disabilities are paired with a job coach who supports them directly, ensuring they succeed in their positions and meet the hotel’s expectations. PRIDE Industries serves as the employer of record, taking on the recruiting, hiring, training, payroll, supervision, and quality control work—eliminating management overhead for Hyatt.

“As a coach, my main responsibility is to make sure employees are safe and that I can watch out for them as they each meet certain goals,” said Employment Coach Tina Bowman. “Being at work with them, it makes me happy to see them as they grow in their work ethic. Employment means everything to them, not just financially, but mentally, physically, emotionally. I’m proud to be a part of making that happen for them.”

The Results: Reliable Hotel Staffing Solutions

The results of the partnership with PRIDE Industries have been clear and impactful for the Manchester Grand Hyatt. Employee retention has been exceptional, with some PRIDE Industries associates celebrating five and even ten-year anniversaries.

Eric, a steward at the hotel, is one such long-term employee. He’s been with the Grand Hyatt for over 13 years.

“Everyone in the building knows Eric, whether it’s housekeeping, the front desk, or our laundry team. Just seeing him interact with the team daily is very rewarding, and you can really feel the difference,” Farnsworth said.

Morale has also seen a significant boost—across the entire workforce—since the PRIDE Industries employees returned to their jobs at the hotel. “Seeing the associates interact with the PRIDE Industries employees is incredible. They create a better working environment for everyone,” Farnsworth added.

Most importantly, the hotel has once again found a dependable and dedicated workforce. As Bowman put it, “PRIDE Industries employees want to work. They love to come in, always show up on time, and when it’s time to start, they’re ready. They are hardworking.” Of all the hotel staffing solutions available, this one has gone beyond providing a reliable workforce. It has also fostered a positive, supportive workplace culture that benefits everyone.

Grand Hyatt

“Partnering with organizations like PRIDE Industries, who do great work in the community, is truly rewarding and reflects our core values as a company.”

—Matt Farnsworth, Assistant Director of Food and Beverage

Casino Resort Finds Hospitality Staffing Solution

Red Hawk Resort + Casino has seen significant growth since its launch in December 2008, offering a rich mix of world-class entertainment, gaming, and dining experiences. The casino has boosted tourism and economic growth in the region and created over 1,000 jobs in El Dorado County with additions like the Apex entertainment complex and a 156-room hotel, but has the same hospitality staffing challenges faced by hotels nationwide.

The Challenge: Hospitality Staffing Shortage

With more than 10,000 guests visiting daily and nearly 200,000 square feet of facilities, it is crucial for Red Hawk to hire talented, dedicated staff to ensure the best possible guest experience—an ongoing challenge throughout the hospitality industry. According to a report from the American Hotel and Lodging Association, 67% of hotel operators are short-staffed, and 12% said they are “severely understaffed,” impacting their ability to operate effectively.

“Hiring can be difficult,” said Matt Montano, HR Manager at Red Hawk. “We require more background checks in the gaming industry, so finding people that can work can be difficult. Then finding people to do some of the tougher jobs, like our janitorial and custodial positions add to the challenge.”

Montano and his team tried various recruiting methods, including popular online job platforms, job fairs, and local contract firms, but shortages persisted. Then he learned about PRIDE Industries through a software partner that worked with both firms.

The Solution: Work Groups with People with Disabilities

Red Hawk partnered with PRIDE Industries to implement an innovative hospitality staffing solution: supported work groups. Within a matter of weeks, PRIDE Industries had created a dedicated workforce comprised of several teams of three-four employees, each with its own dedicated employment coach. PRIDE Industries even handled employee transportation.

The work groups, all hired and on-boarded by PRIDE Industries, were assigned to custodial roles throughout the casino. The teams excel at essential custodial tasks, including cleaning the gaming floor, restrooms, and other guest occupied spaces.

Red Hawk has experienced firsthand all the advantages of an inclusive workforce, including low employee turnover, high morale, reliability, and enhanced customer satisfaction. These benefits have made a positive difference for Red Hawk’s guests and staff.

Julia Yah a PRIDE Industries employment coach at Red Hawk, noted the positive impact: “With one of our employees, any time she laughs, everybody laughs with her. She’s always checking in with everybody, saying hello, everyone saying good morning, and it brings brightness and smiles to the entire team.”

Beyond the increase in both guest and employee satisfaction, Red Hawk’s hiring team is also working more efficiently.

“The cost of hiring an employee can be expensive, but with this partnership, PRIDE Industries is the employer,” said Montana. “We just need to do the training on our systems, which saves us time. Plus, with PRIDE Industries providing the on-site coaching and transportation, it’s easy.”

The Results: Hospitality Staffing Made Easy

Including people with disabilities has improved Red Hawk’s workforce, allowing the company to maintain consistent staffing even in the busiest of times.

Red Hawk is not the only company to experience the benefits of an inclusive workforce. The business advantages of hiring people with disabilities are proven, if not well known. A 2023 study from Accenture found that companies that actively employ and support people with disabilities achieve 1.6 times more revenue, 2.6 times more net income, and twice the economic profit.

Red Hawk’s Environmental Services Manager Roxanna Carlson has seen these benefits firsthand. “Our experience hiring people with disabilities has been great,” she said. “They are some of our most productive employees. We have had very good attendance and retention. They have been incredibly dependable.”

Services Provided

  • Custodial
  • Employment coaching
  • Transportation
Hospitality staffing: Redhawk casino logo

“The cost of hiring an employee can be expensive, but with this partnership, PRIDE Industries is the employer. We just need to do the training on our systems, which saves us time.”

—Matt Montano, HR Manager at Red Hawk

Casino Hits Jackpot when PRIDE Industries Outperforms Previous Provider

Thunder Valley Casino Resort is a AAA Four-Diamond premier destination resort in Lincoln, California. This world-class facility hosts a 17-story luxury hotel with 408 rooms and 46 suites, as well as a large banquet and entertainment hall, meeting rooms, bars, a pool, a full-service spa, and a gift shop.

Situation

As the region’s premier luxury hotel and casino, Thunder Valley hosts 3.1 million guests annually. With this high number of guests comes an equally high volume of laundry, and the resort was sending it to a cleaning facility 90 miles away in Napa. In 2019, Thunder Valley built an in-house facility to improve quality control and eliminate shipping time and costs. The next step was to hire a company that could reliably handle a high work volume and effectively supplement its workforce.

Solution

The new 6,000-square-foot in-house laundry facility would handle 1,000 pounds of laundry each hour, and the casino needed a reliable workforce. Thunder Valley turned to PRIDE Industries’ staffing services to hire multiple work teams of three people with developmental disabilities and one employment coach, overall 30 employees, 23 with a disability, to staff its laundry facilities.

Services Provided

  • In-house daily laundry services
  • 30 employees, 23 with a disability
  • Recruiting

Results

  • >10K pounds of laundry cleaned per day
  • 6K pounds volume increase over the previous service provider
  • Reduced environmental footprint due to the elimination of shipping laundry offsite
  • Skilled and reliable employees with low turnover
  • An increased appreciation for a diverse and inclusive workforce
Thunder Valley logo

Highlights

6,000 sq. ft.

in-house laundry facility

>10,000

pounds of laundry cleaned per day

23

employees with a documented disability

“PRIDE’s partnership and commitment help us achieve our goals with quality results while providing opportunities and training for people with disabilities in the community.”

— Joel Moore, VP of Operations, Thunder Valley Casino Resort