Terranea Focuses on Hiring and Training
The Smart Meetings editorial team is on an eternal quest to pinpoint the elements that make the difference between a beautiful venue that fades in the memory and one that lives on in the mind by sparking something in the guest’s soul.
What better place to search for the fountain of eternal experience than the newly renovated Terranea resort in exclusive Palos Verdes Peninsula, California? The perch overlooking the Pacific Ocean and Catalina Island is just 30 minutes from both Los Angeles International Airport (LAX) and Long Beach Airport (LGB) and just 30 miles southwest of downtown Los Angeles. But the 102-acre Mediterranean oasis occupies a special place in the lives of visitors.
Once part of the Channel Islands, the peninsula shifted slowly over millions of years and fused to the coast of California where the indigenous Gabrielino-Tongva Tribe lived as seafarers, traders and fishermen.
The dramatic backdrop attracted Hollywood film crews for shows such as Sea Hunt, Pirates of the Caribbean and The Beverly Hillbillies. It also served as home to Marineland of the Pacific, a seaside animal theme park.
In 2007, construction started on what is now 582 luxuriously appointed marble and wood-floored guest rooms and suites, bungalows, casitas and villas with private balconies. Guests at Terranea enjoy access to eight distinct dining venues, an award-winning golf course, four swimming pools and 135,000 square feet of indoor and outdoor meeting space. By sourcing a combination of dramatic indoor ballrooms, outdoor patios overlooking the water and tented worlds designed to fit even the most creative theme by in-house Destination Services DMC, Planners can add their own magical touches.
A recent $4.5 million renovation of the 50,000-square-foot spa and fitness center makes it one of the premier wellness retreats on the West Coast. Oceanfront treatment rooms (see photo below) feature copper tubs and showers for holistic massages that include sound therapy, natural minerals and seaweed scrubs that leave guests relaxed and invigorated. A spa restaurant featuring healthy menu items can be delivered loungeside overlooking the pools and ocean where pods of dolphins and the occasional whale pass by.
It Starts with People
Everything so far has focused on the physical aspects of the space. Meeting professionals know the emotional connection often goes beyond what you can touch on a site inspection. We asked Terranea President Ralph Grippo, who brought his experience from Irvine Company and The Ritz-Carlton Hotel Company to the property in 2022, what he does to cultivate the feeling that every need will be anticipated and met.
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He echoed many of the approaches suggested by restauranteur Will Guidara in his book: Unreasonable Hospitality: The Remarkable Power of Giving People More than They Expect.
For Grippo, service starts with the resume screening process or as he called it, values-driven hiring. That includes the 24-hour concierge and the experience concierge, who assists with land and sea adventures such as private falconry, ocean kayaking and stand-up paddle boarding launched from a private cove.
“Terranea Resort prioritizes cultural fit above all, selecting team members who embody the resort’s core values, service philosophy and commitment to collaboration,” he said. By hiring individuals who align with a family-oriented culture and the “Terranea Together” spirit, the resort ensures teams are not only skilled and experienced but also united in their passion for delivering exceptional guest experiences.
The next step is extensive training, what he calls comprehensive onboarding. Team members complete an immersive orientation that introduces Terranea’s brand standards, service culture and guest experience expectations. Grippo and the executive committee share their vision, mission and values, ensuring each individual—no matter the role—is deeply connected to the resort’s purpose from day one.
“Associates are trained to embody the Forbes Five Star principles: greet with warmth, provide anticipatory service, create emotional connections, maintain professional presentation, listen attentively, practice empowered problem solving, deliver consistent excellence and offer a fond farewell.”
That attention to detail was evident on a recent site inspection. Based on a comment during check-in, the guide had coffee just the way I like it waiting in the golf cart for the tour. And at dinner at award-winning Mar-sel (sea salt), my favorite evening beverage as noted in my social media feed was waiting for me.
That focus on the individual continues after the initial hire. Employee engagement is fostered through a culture of connection and pride through regular recognition programs, team-building activities, open communication and daily line-ups that include Forbes service energizers. Employees are encouraged to share ideas and actively contribute to the resort’s success.
Ongoing skills development focuses on continuous learning and new opportunities to ensure employees remain at the forefront of industry best practices and service excellence.
“At Terranea, our guiding philosophy is that every guest should feel genuinely welcomed, deeply cared for and inspired by their experience with us,” said Grippo. “We believe in anticipating needs, creating moments that are as personal as they are memorable, and delivering exceptional service that defines the guest experience. Creating joy and lasting memories is our privilege—and the reason guests return to our resort year after year.”
