Managing Director Terry Hanley Goes Above and Beyond for Guests
No one brings the idea of unreasonable hospitality to life quite like Terry Hanley, Managing Director of Tanque Verde Ranch, part of the Cote Hospitality portfolio.
At Tanque Verde Ranch, guest service sometimes includes removing rattlesnakes from the property and personally relocating them to safe desert habitats offsite. It is an extraordinary act, but one that perfectly captures what true hospitality looks like when leadership is "rolling up its sleeves" and committing fully to guest safety, comfort and peace of mind.
The Meaning of Unreasonable Hospitality
Hospitality leader and author Will Guidara explores this philosophy in his book Unreasonable Hospitality, where he challenges leaders to go far beyond transactional service and instead anticipate needs in ways that feel deeply personal and unexpectedly meaningful.
Guidara famously recounts overhearing guests in his fine-dining restaurant talking about how they wished they had tried a legendary New York hot dog. Rather than letting the comment pass, he left the restaurant, found a street vendor, purchased a hot dog, and had it "prepared" and served. The guests were stunned and delighted, not because of the food, but because of the thoughtfulness behind the gesture.
At Tanque Verde Ranch, the equivalent isn't a hot dog. It's a rattlesnake. (Don't worry, the one pictured below is not real, your fine dining experience at the Ranch is safe!)
On more than one occasion, I personally witnessed Terry respond to a "Code S," grab a bag, gripper, and metal lid, and calmly, skillfully secure a rattlesnake before transporting it off property for safe release. In doing so, he ensured guest safety while also preserving a vital desert species. The act was practical, courageous, and unmistakably symbolic.
That is unreasonable hospitality in action. Whatever it takes for the property and its guests!
Leadership Sets the Standard
Is there any better example of hands-on leadership? Is there any clearer signal to guests and associates alike that their safety and experience matter?
Terry's willingness to step directly into the moment, rather than delegate from a distance, creates trust, admiration, and confidence. More importantly, it sets the behavioral standard for the entire organization. When leaders demonstrate that nothing is "beneath" them, teams follow suit.
This leadership style is not theoretical at Tanque Verde Ranch. It is lived daily.
A Team Recognized as a Top Workplace
That culture is reflected in the Ranch's repeated recognition as a Top Workplace, an honor earned not through marketing claims but through direct feedback from the associates themselves. Being named a Top Workplace affirms that the people who serve the guests feel respected, supported, and proud of where they work.
This recognition matters. A team that feels valued delivers better service—consistently, authentically, and with genuine care. At Tanque Verde Ranch, associates are not simply employees executing tasks; they are ambassadors of the experience. They operate with servant hearts, high accountability, and a shared commitment to exceeding expectations.
Terry is not the only one who is hands-on. Across the Ranch, associates step forward, solve problems, and take ownership because the culture empowers them to do so. That alignment between leadership behavior and team engagement is exactly what Top Workplace recognition is meant to celebrate.
History, Tradition, and Purpose
Nestled beside Saguaro National Park, Tanque Verde Ranch sits on land rich with history—stories of cowboys, cattle rustling, frontier justice, and the rugged beauty of the Sonoran Desert. Today, the Ranch honors that legacy while delivering a refined, luxury experience that remains deeply connected to nature and tradition.
Owned by the Cote Family since the 1950s, the property has evolved thoughtfully, never losing sight of what makes it special. That respect for history, combined with modern hospitality standards, creates a place that feels authentic rather than manufactured. https://www.tanqueverderanch.com/history
When Terry isn't responding to wildlife calls, he carries on a tradition started by Bobby Cote, flipping pancakes on the iconic Breakfast Ride. It's a simple moment, but one guests remember because it reflects the soul of the Ranch: leaders as part of the legend, fully integrated in the experience.
An Experience Guests Never Forget
Guests may choose adventure or relaxation—sunrise horseback rides, desert hikes, wellness programs, wildlife education, fishing, axe throwing, or peaceful afternoons at the spa. Families appreciate the children's programs that enrich young lives while giving parents time to unwind, confident their children are in caring hands.
Every element of the stay is intentional. Every interaction is an opportunity to create a memory.
Tanque Verde Ranch is not just a destination; it is a place where exceptional memories are made through culture, leadership, and an unwavering commitment to people—guests and associates alike.
In every sense, the Ranch exemplifies unreasonable hospitality. Nothing, not even a rattlesnake, gets in the way of delivering extraordinary service. Forget hot dogs. Bag a rattler!
Learn more and experience it yourself—you won't forget it. https://www.tanqueverderanch.com/