From Basic to Binge-Worthy: The Onboarding Strategy Aimed at Changing Retention

What happens when you treat onboarding not as a process, but as an experience worth remembering?
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At Grand Geneva Resort & Spa, that mindset has led to a creative evolution in how they train, connect with, and retain their team members. By blending intentional onboarding systems, peer mentorship, and a dose of humor inspired by The Office, the team has built a culture that feels both structured and refreshingly human, and the results are hard to ignore.

Building a First Day That Actually Matters

For Eric Grimm, General Manager of Grand Geneva Resort & Spa, the starting point was clear: if you want long-term engagement, you have to earn it early.

“We’ve put a huge focus on that initial experience,” Eric shared. “It’s about making sure new associates feel connected right away and understand where they fit in.”

Over the past year, the property has worked with a consulting partner to rethink onboarding and orientation, moving beyond information overload and toward connection, clarity, and confidence.

One of the most impactful additions has been their employee ambassador program, pairing new hires with seasoned associates.

“It gives people a real connection immediately,” Eric explained. “You’re not just learning the job, you’re learning the culture from someone who lives it every day.”
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That investment doesn’t just support new hires, it’s also creating growth pathways for long-tenured team members, giving them a renewed sense of ownership and leadership within the organization.

Closing the Loop on Employee Feedback

Grand Geneva’s approach doesn’t stop at onboarding, it extends into how they listen and respond to their team over time.

“We wanted to remind people what we heard last year and how we actually used that feedback,” Eric said.
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That idea, closing the loop, became the foundation for one of their most creative internal initiatives yet.

Eric Grimm

Jessica Gutschow

Turning a Survey Into a Story

When asked to create a video encouraging associates to complete engagement surveys, the team could have taken a traditional route. Instead, they leaned into personality.

“We were told to make it fun and reflect our personality,” said Jessica Gutschow, Marketing Manager at Grand Geneva Resort & Spa. “And honestly, with the natural camaraderie between our leadership team, the mockumentary style just made sense.”

Inspired by arguably the greatest television show ever, The Office, the team created a mockumentary-style video that playfully captures the realities of meetings, tasks, and surveys, while reinforcing why associate feedback matters.

“We wanted it to feel authentic,” Jessica added. “Not overly scripted, just real interactions that people could connect with.”

Of course, creativity comes with a challenge: making sure the message still lands.

“That was the balance, keeping it funny, but making sure the core message didn’t get lost,” Jessica explained.

One standout decision was the inclusion of a blooper reel at the end.

“That was very intentional,” she said. “It shows a different side of leadership, more human, more approachable.”
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That relatability is more than entertainment, it’s a trust builder. The result wasn’t just a video, it was a reflection of the property’s culture, an intangible element that current and prospective employees industry-wide value and take into consideration when assessing career paths and plans. 

The Measurable Impact of Doing Things Differently

Grand Geneva’s approach isn’t just creative, it’s effective.

“We’ve seen single-digit turnover on the management side and about a 50% reduction in hourly turnover,” Eric shared.
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Those numbers reflect a deeper truth: when associates feel seen, heard, and connected, they stay, and they grow.

A Culture That Encourages Creativity

The success of the video has sparked a broader shift toward creative communication across the property.
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Jessica and her team have continued experimenting with internal content, including training videos that flip traditional roles and employee spotlights that highlight real stories across departments.

“People are motivated by creativity,” Jessica said. “When you give your team the freedom to try something different, you’re often surprised by how well it resonates.”
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That philosophy extends beyond internal efforts. Their ongoing “Who Am I?” social media series has become a powerful way to showcase the people behind the operation, building both internal pride and external connection.

Simple Advice, Big Impact

For other properties looking to follow suit, Eric keeps it simple:

“Don’t overthink it, just try something,” he said. “Some of the best ideas are borrowed and adapted. Even if it’s just using your phone to film something quick, it can make a big impact.”
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Jessica agrees, emphasizing authenticity over perfection: “Let your team’s personality come through. That’s what people connect with.”

What’s Next?

With the success of their first mockumentary-style video, the team is already thinking ahead.

“Maybe we’ll have a season two,” Jessica joked.

Given the engagement and the results, it might not be a bad idea.

Roundtable discussions and panel conversations with industry experts like Eric, Jessica, and many more will be the focal point of the 2026 Wisconsin Lodging Conference & Trade Show. Register today to ensure you and your team are part of our biggest event of the year.

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