Keyed Into Hyatt
The Official Blog of Hyatt Hotels & Resorts

April 15, 2014
Hyatt Leaders

A Culture of Passionate Hoteliers

Recently, I attended the Great Place to Work Conference, a gathering of minds that are committed to strengthening workplace culture. I had the opportunity to connect with professionals from a number of industries, and to participate in a breakout session panel with my colleagues Doug Patrick, Hyatt’s senior vice president of human resources for the Americas, and Jonathan Frolich, Hyatt’s vice president of innovation.

It’s no secret that we aspire to create a great place to work every day. And during the two-day conference, I was inspired by my peers, and how they are engaging associates and creating “stickiness” in their workplace culture and environment. While everyone is doing something different, I left the conference feeling even more confident that Hyatt truly is transforming our culture.

Together with Doug and Jonathan, I had the good fortune to share some of the things we’re doing as Hyatt continues to evolve the guest and colleague experience.   Here are some panel highlights:

  • Hyatt Thinking – Grounded in empathetic listening and based on the Institute of Design at Stanford’s design thinking process for innovation, the company introduced Hyatt Thinking more than a year ago, encouraging colleagues to think and to work with each other and guests in a different way.
  • Empathetic Listening In Action – We gave attendees seven minutes to pair up and practice a live empathy interview session. The challenge: describe a terrible employment onboarding experience.
  • Successes and Failures – With Hyatt Thinking, we have rolled out a number of successful programs and initiatives. For example, through Hyatt Thinking, our human resources teams developed a new associate orientation program that is being rolled out around the world. Additionally, Hyatt Thinking helped the team at Grand Hyatt San Francisco prototype a new front desk concept, which completely redefined the hotel’s guest check in experience. It is also important to recognize prototyping failures because it is so important to accept, learn and grow from failure.

Images L-R: Robb discusses Hyatt’s journey; Robb, Jonathan and Doug; Doug explains how to conduct an empathy interview

With new tools and new ways of thinking and working together to make a difference, Hyatt associates are delivering a brand of hospitality that is uniquely ours. Everyday, I witness people making a difference, whether it’s helping a co-worker or a guest. I am inspired by these acts of kindness and genuine care, and sincerely believe that by bringing together individuals who share a passion for serving others, we can create an environment where we all feel fulfilled. As Hyatt continues to grow around the world, developing and maintaining our culture is key to success as we welcome new members into the Hyatt family.

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