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Corporation Summary
Hyatt Hotels Corporation is considered to be at the top of the list as a world’s peak
operator of extravagant hotel and resort and a key player in the global hospitality
industry. Hyatt Regency is known as the core brand; however, the company manages,
owns, franchises, and develops: residential, resort, and vacation properties around the
globe which are all Hyatt-branded under the brands: Grand Hyatt, Park Hyatt, Hyatt,
Hyatt Regency, Hyatt Resorts, Hyatt Place, Hyatt Summerfield Suites, and Andaz
History
In 1957, the hotel began as a Hyatt House motel in Los Angeles where the founder,
Jay Pritzker, bought it. As time passed, Mr. Pritzker and Donald Pritzker, his brother,
combined ideas and interests of other family members, which later led to the
establishment of the North American management and hotel ownership in 1962 (Farley,
2010). Based on many family differences about six years later, Hyatt International was
shaped and later became a separate company. According to Farley, “Hyatt Corporation
and Hyatt International Corporation were taken private by the Pritzker family business
interests in 1979 and 1982, respectively” (2010). They all tried to uphold the original
ideas for the business, but everyone had their own view of what would happen next. Then
December 31, 2004, the Pritzker family consolidated all of their hospitality assets,
including Hyatt International Corporation and Hyatt Corporation, to become a single entity
known today as Hyatt Hotels Corporation (Farley, 2010). The company has expanded and
grown tremendously over the years, but the best is yet to come with all the renovations
company. They take pride in providing exceptional customer service for each individual
guest, every time. Every employee is committed to creating a memorable experience for
not only the every guest, but their co-workers also. The organization empowers the
associates so they in return delight the guests. Besides customer interaction, the hotel
offers high-speed internet in majority of the guestrooms and all of the meeting rooms, a
pool, an indoor fitness center, full-service business center, automatic group billing, and
interactive meeting planning. Not to mention, a variety of dining options are available
within the hotels, a lounge to relax and have a few spirits, and a diverse team of
employees who help welcome a wide range of guests. The Hyatt Hotels Corporation has
many package deals for all occasions, meeting spaces large and small, and everything
necessary to maintain brand loyalty. The company’s goal is to be the preferred brand for
the owners, guests, and employees. But, it takes everyone within the company to work
Manufacturing comes primarily within the hotel being produced by the employees.
The products and services that are provided to the guests are not made and shipped;
they are all performed by the different departments at hand. The chiefs prepare food; the
staff provides service, and so on. As far as technology is concerned, the Point of Sale
computers are purchased from an outside source where they are repaired. Also, some of
the products needed to have a successful business are purchased for use within the
company. All other services are carried out with the Hyatt touch. Marketing on the other
hand, is spread out among television commercials, magazine ads, website banners, and
combined with other traveling agencies. The largest way of marketing within this industry
her needs are anticipated and carried out, in return, will acquire more guests based on
the success of the property. Hyatt Hotels Corporation has followed that process by the
numerous expansion and renovation projects that are scheduled to take place or already
in motion. A significant occurrence within the company took place when the Pritzker
family began to carve up their family business empire and it wasn’t very pretty. According
to research, America’s richest family allows sibling rivalry and mixed ideas overpower
their “Family System” that was established for the Pritzker name (Weber, 2003). Next, the
Hyatt decided to change their company name in July of 2009 from Global Hyatt to Hyatt
Hotels Corporation. The reason for such change was to incorporate the view and ideas of
hospitality among the family into one single entity and that name was best suited. Finally,
a major decision on behalf of Hyatt took place in August of 2009, when the company filed
for an IPO which could earn up to $1.15 billion for the corporation. They declared a filing
that anticipated an initial public offering of public shares (EBSCO, 2009). The company as
a whole still remains a place where employees love to work and diversity can be applied.
communicating the past, present, and future of the hotel. The goal among the entire
business is to stand out among the competitors and focus on being the preferred choice
for the owners, guests, and employees. As a whole, we all have the same denominator
which is providing exceptional hospitality services. Based upon the learning module, the
organizational structure is supported and they use the feedback as a way to improving
because the employees focus on providing excellent customer satisfaction to serve our
guests. The suppliers for the hotel are people form and in the form of raw materials. As
far as competition is concerned, we fall in line with hotels, restaurants, and other
companies who provide services to fulfill the needs of customers. Primarily, other lodging
facilities, local restaurants, and smaller lounges and bars remain a focus among the
company. The top three opponents specifically for the Hyatt are Hilton Worldwide,
The five forces a company must conquer in order to be successful but they are only
the basic components that help align businesses, the individual companies that take an
initiative to expand beyond the required criteria is what sets them apart from the others.
Hyatt is a company that focuses on customer satisfaction because the entire hotel desires
to meet the expectations of the guests. With that said, the bargaining power of the
customers is extremely high because they have the ability to purchase products or not.
When guests stay at hotel and they experience an issue or they are unsatisfied with
service, the associates take initiative to prove that “we care” and appreciate them. Prices
substitute products or services, the threat is moderate because there are other hotels and
restaurants surrounding the area making it easy for alternatives, as long as the weather
permits. But, when it rains, people tend to remain indoors so the problem does remain
under control from time to time. Hyatt tends to offer discounts and promotions to
New entrants on the other hand have to overcome barriers that express they are
able to survive in the hospitality industry. But, the threat of new competitors is fairly
moderate because new lodging facilities are growing and expanding which could
interfere with business. The Hyatt makes sure they provide the “Hyatt Touch” which is
what keeps our customers satisfied and desired to return. The intensity of competitive
rivalry is high and that is why the hotel tries to conquer the competitors and remain the
preferred brand. Knowing that innovation, quality , speed, and service are key
characteristics which help to ensure the company’s brand identity, the hotel ensures that
all of its associates are focused and committed to quality service. Also, every few months
the company rolls out new menu items with a variety of options for the guests. The
corporation is also expanding with renovations and properties to support the innovation
that they strongly believe. Not to mention, the Hyatt gossip about power of suppliers are
low because many of them are in the form of people within the establishment already.
That promotes the word of mouth advertisement to ensure the quality and guarantee of
expectations.
Ethics Code
leading brand and a custom of innovation organized over more than a history of fifty
years. An ethical code is not written in stone, but the company has Core Values and
implemented by the Corporate Hyatt and unanimously enforced across all branches of the
organization. The Values were implemented to promote individuals that were honest and
moral. Also, they had to be able to carry out the Service Essentials to reinforce the vision
of the company. As a whole, the associates take responsibility in following the guidelines,
but they are encouraged to do so while having a personality and being themselves. “Our
initiatives, which fall into five key elements – Commitment, Accountability, Measurement,
of Choice, Business Partner, and Community Ally throughout the communities we serve”
(Farley 2010). That quote reinforces the primary goals and values the company shares as
a whole.
natural environment through Hyatt Earth, by giving back to the local community through
Hyatt Community, and with the volunteer services of our associates through Hyatt's
Family of Responsible and Caring Employees (F.O.R.C.E.)” (Farley 2010). The company
enjoys making others feel accepted and be able to experience the world. While trying to
care for the world, we also strive to show the earth the same respect. Every associate and
individual is held accountable for success. The employees are the reason they make the
extra efforts. Collectively, they aim to leave a legacy both locally and globally. Honestly,
the challenges that are brought forth help the company recognize that there are always
things that can be achieved. The success of the company can be linked to the amazing
hospitality and the giving back to society, which together build the commitment within
the community and business world because it provides a lasting impression on the area in
which it is located and to its associates. It appears that the hotels competitive domestic
environment is stable and allows success within the business. Although competition is
present, the company sets itself apart from others and that allows individuals to select it
as the preferred choice. The corporation has ethical standards that it implements for all
associates to abide by. It allows structure and communication to assure that every
employee is on the same page. As far as social responsibility, the hotel focuses on giving
back to the community and making a difference in the world around it. The goal of the
corporation is to create a legacy and encourage others to view them as the primary
establishment.
Strategy
a difference in the lives of people we touch every day” (Farley, 2010). That duty is
implemented to carry out the “strategic vision” of the company which is to become the
preferred brand for the guests, owners, and associates. A set of “core values” was
established for all associates to adhere by in order to inch closer to the company goal.
Together, the hotel family gives back to the communities and works diligently to delight
every individual that he or she comes into contact with, hoping to touch their life.
to maximize their strengths at one business (property), which in return, will cause a gain
at other properties (businesses). For example, when the Hyatt began to expand the
company it established other businesses such as: Hyatt Regency, Hyatt Place, Andaz,
Grand Hyatt, and Hyatt Resorts, which are all related to the core business. They provide
services, attract customers, and they are all trained to have the necessary skills to
succeed in the industry. One perk to having the knowledge, an employee can be
transferred to another location and still be able to provide the same required skills for
success.
The hotel utilizes a differentiation strategy in order to set themselves apart from
their competitors. They take a unique approach to uphold the “Service Essentials” and
“Hyatt Touch” to provide service that will delight the guests. Some of the essentials
include making a personal connection, engaging with the guests; utilize the guests name
at every opportunity, and to anticipate the needs of the individuals. Similarly, the hotel
enforces functional strategies so every department has the ability to add a personal
touch while still maintain the goal of the business. For example, Parrino’s Oven, the
Italian restaurant in the hotel, requires all new staff to complete an in-depth, weeklong
training which covers menu knowledge, steps of service, activity breakdowns, and all of
the necessary information to be successful. That strategy will in return ensure that
quality, unique service is executed. Also, the staff provides a complimentary desert at
The hotel has the mentality and desire to be different which is why they have a few
specific core competencies. First, they provide a warm and friendly, home-like
right at home being acknowledged as if they had been part of the family for years. Also,
the hotel is a historical based establishment that resembles a museum. Basically, they
whole hotel has different areas and they are all named based on history of Dallas. Some
of the names include: Cotton Bowl, Thorton’s Corner, Mondule’s, Skyline, Reunion, and so
on. There are plaques on the walls in every area that explains the history of the name
and event. Pictures surround the hotel which are past and present providing history at its
best. Not to mention, “Reflections of Dallas” is a book that was made that entails
everything that can be seen and explained for vacationers and tourist.
SWOT Analysis
associates, strategic location, and the homely environment (EBSCO Host, 2010). First,
brand recognition is being the preferred choice which nowadays is very important to
retain guests. This strength will reassure employment for employees within the company
employees to make a connection with the customers to ensure that personality is brought
forth which identifies individuals. This is most important to maintain a diverse work
program allows employees to be used in other departments to maintain their hours when
business becomes slow. The ability to keep employees paychecks whole is very important
in more ways than one. Next, strategic location allows business to increase and revenue
to be driven which is important for the success of the company. Finally, homely
environment provides a warm and friendly location for all types and ages. This is
knowledge and skills which in return make them better-rounded and it can help advance
the team. Turnover rates are critical because the more employees that leave or become
fired, then time and money are required to train new ones. Last but not least, raw
materials are always needed to maintain a functioning business and sometimes they are
The external opportunities are the hotel occupancy; focus on renovation projects for
expansion, and diverse knowledge. All of these opportunities work hand in hand to
advance and grow. Increase in hotel occupancy will provide more hours for other
associates to work and it will help influence other renovation projects. The diverse
knowledge of surrounding competition would inform the coworkers what to expect. Also,
the external threats are intense competition, family owned establishments, and
increasing minimum wages. All of these threats will push the Hyatt to work harder to be
Finale
The company as a whole uses many tools to be successful. The combination of its
mission statement and corporate strategy, the hotel has an understanding of what is
required of them to outweigh its competition and stand out. The SWOT analysis
highlighted the positive and negatives about the environment in which the associates of
Hyatt Hotels Corporation perform. The organizational structure remains intact which is
Organizational Structure
formal structure and chain of command. Based on research, the primary structure of the
a hierarchy in place with a top-down approach where major decision making that pertains
to the entire corporation is done by the Board of Directors. According to the table,
Thomas J. Pritzker, Executive Chairman and Founder, began as a key player in the entire
organization. The Hyatt Hotels Corporation organizational chart expresses the executive
leadership and board members (see Table 1 & 2) but it is an incomplete image of the
among the bottom half of the company's direction. Based on experience, the company
Further more, the company has many different properties to manage and maintain
so they implement hierarchy within the different establishments to oversee the particular
branches. These locations are highly differentiated and they utilize the different
individuals with specializations to ensure that every department remains in line with the
mission statement (Farley, 2010). The division of labor is spread out to ensure that tasks
are completed in a timely fashion as everyone works together to uphold the vision of the
company.
Not to mention, there is a wide span of control among the lower levels of the
structure due to the delegation of authority among subordinates. The hotel utilizes
division, front desk, concierge, food and beverage, and so on. They all directly influence
the outcome of the company’s primary goods and services. Some of these essentials
include providing exceptional customer service, selling rooms, making food and coffee,
engaging with the guests, and to anticipate the needs of the individuals. Similarly, the
hotel allows management to delegate authority to ensure business runs smoothly. For
example, every night one of the wait staff is appointed as a shift lead where they assume
the responsibility to ensure that all of the tasks get accomplished. The leader sets the
example for others to follow and be influenced by. That particular individual encourages,
models, inspires, enables, and challenges other associates to desire to improve their
performance. This strategy will in return ensure that quality, unique service is executed
On another note, the Hyatt continues to expand and develop more properties all
commitment from the managers and employees to reassure they maintain the
competitive advantage to be the preferred brand. Even with change and growth, the
company still functions on the same structure, enforcing the hierarchy and chain of
command. All of which play a role in the success of the property and the organization as
a whole. The larger the corporation becomes the more of a need to implement structure
chain of command. That process will ensure that every associate is on the same page
when holding a conversation with a superior individual. With that in mind, further down
the structure the communication becomes less formal which allows more room for
opinions and flexibility. As a whole, the communication and organization remains intact
and successful.
Table 1
TITLE INFO
Age 53
Age 56
Note. From Jones E-Global Library. (2010). Hyatt Hotels corporation. Electronically
http://premium.hoovers.com.jiuproxy.eglobal library.com/subscribe/co/people.xhtml?
ID=ffffcftyrj ftcshhks&FRID=30
Table 2
Board of Directors
Bernard W. Aronson
Richard A. Friedman
Mark S. Hoplamazian
Susan D. Kronick
Mackey J. McDonald
John D. Nichols
Gregory B. Penner
Penny Pritzker
Thomas J. Pritzker
Michael A. Rocca
Richard C. Tuttle
Note. From Jones E-Global Library. (2010). Hyatt Hotels corporation. Electronically
http://premium.hoovers.com.jiuproxy.eglobal library.com/subscribe/co/people.xhtml?
ID=ffffcftyrj ftcshhks&FRID=30
Internal Structure
Hyatt Hotels Corporation has had a lot of fluctuation financially based on the drastic
change in the economy. The company has been on a roller coaster in regards to total
assets, liabilities, and equity. According to Table 2, the company has experienced a loss in
revenue and earnings per share have declined. Some individuals relate the results to the
decline in business because of the poor economy and others believe that the service
provided may play a role in it as well. Not to mention, statistics show that the owned and
leased hotels have played a role in the decline in total revenue because they are not
bringing in as much as they used to. However, as of December 2009, the total assets
increased while total liabilities and equity slightly decreased (see Table 1). That could be
due to business improving based on the many new properties or long term debt being
slowly minimized. Without concrete evidence, the reasoning behind the change is hard to
identify. Based on research and information collected, the hotel seems to have had a
rough year compared to previous ones (Farley, 2010). But, the company seems to be able
to balance out the pros and cons (see table 1) which allow functionality to ensure that
they remain in business. Hyatt is recovering from a recession, which many business can
attest, that forced a decrease in occupancy and room rates which affected the revenue as
bounce back and still remain one of the top choice hotels.
procedures of our establishments. “A large focus is to attract, engage, develop and retain
service and exceeding business goals” (Farley, 2010). Some responsibilities of HR are to
The company takes pride in their staff and the accomplishments that they endure.
Around recruitment time, which is when the staff levels have dropped or need fully
staffed to ensure the proper guest satisfaction, HR begins posting the positions internally
to see if any of the current associates are interested in changing job descriptions. The
process is almost always offered internally first because the employees already know the
company, what is required of them, the job titles, and the different departments. Not to
mention, very little training would be involved which saves time, money, and resources.
At times that process is unsuccessful, so they begin external recruiting through current
associates by seeing if they know of anyone who they would recommend that fit the job
description and if so have them go online and apply. If not, they go to high school career
fairs to try and gather up students who are graduating that want to pursue the F&B
industry, post positions online, and through other career finders. When applying, an
individual is asked to submit a resume, take a personality test, and wait for a call.
Selection Process
to ensure that the correct candidate is chosen. The process begins by reviewing
interview. This type of interview fits well because it allows the applicants to express their
accomplishments in the past. But, the interview is conducted with the department head,
then the head manger, and final a supervisor. Upon completing those steps, then a
background check is done to ensure this candidate has nothing that will prevent them
from success. Finally, after a few days of the same routine, then an individual is selected
and they are offered the position with a discussion about the compensation which is
based on experience, prior knowledge, and the position that is applied for. If accepted,
then the person is brought in for orientation, a tour, and then training is discussed. Then,
the next day he or she is scheduled the actual training begins and the weeklong
adventure will test the validity of the person. More importantly, content validity is
monitored to determine the skills and abilities that he or she has to offer. For example, a
waiter would be asked to carry a tray with beverages on it or mimic taking a food order
at a table. These are just ways of discovering the amount of knowledge present.
On another note, the company takes pride in providing resources to help maintain
and improve the amount of information and training necessary to be successful. They
require staff to attend team building and diversity training. This takes place every few
months which allows staff to grow and feel comfortable working as a unit while
expanding their people skills. The hotel also provides food tasting events where the
menu is reviewed, food items are explain thoroughly, wine pairing for such items are
discussed, and then a devouring conclusion to the event. Also when there is downtime in
the hotel (slow period), the superiors will allow cross-training opportunities where staff
service.
Benefits
The Hyatt has wonderful benefits in place for their employees. For starters, they
have a cafeteria health benefit program which allows the associates to choose what best
suits their needs. Health, dental, and vision are covered for the individual and family
members if chosen. Also, they provide a website that is geared toward providing all of
the information and resources necessary to utilize. The company has retirement and
investment programs, life and disability programs, and company programs. The company
programs are in place to provide ways of saving money such as comp and discount room
and computer and electronic discounts. Also, full-time employees that completed one
year at the Hyatt are entitled to twelve comp nights a year, a week vacation, with 50%
aware of their progress and what needs to be developed more. This one-on-one process
also allows managers to explain why they picked such ratings and employees have the
ability provide feedback. At this point, the employee receives a raise based on the points
acquired on their evaluation if sufficient enough. If not, then action plans are discussed to
improve their performance and knowledge. Similarly, incentive programs are put forth to
improve sales, encourage staff during slow times, sell items that are overlooked on the
menu, drive alcohol revenue, and to motivate the staff to carry out all the required steps
of service. The rewards for such incentives are movie tickets, a free meal, wine opener,
Just like any other company, they operate based on human nature and not one individual
is perfect. The hotel as a whole functions based on the many tasks that HR carries out
and enforces. But just like many people say, “someone has to do it”. The organization
works together to maintain a welcoming atmosphere for not only the guests, but also for
the associates.
Table 1
10-K
02/25/2010
0
9 08 07 06 05
Consolidated balance
sheet data:
1,98 1,64
Total current assets 9 1,057 1,065 1,501 5
7,15 5,08
Total assets 5 6,119 6,248 5,522 1
Other long-term
liabilities 780 665 794 588 519
2,11 1,61
Total liabilities 5 2,527 2,779 1,762 9
Table 2
10-K
02/25/2010
REVENUES:
Direct and selling, general, and administrative expenses 3,284 3,473 3,353
DISCONTINUED OPERATIONS:
Net income (loss) attributable to Hyatt Hotels Corporation (0.28) 1.31 2.01
Table 3
10-K
02/25/2010
2009 2008
ASSETS
CURRENT ASSETS:
Restricted cash. 11 37
CURRENT LIABILITIES:
EQUITY:
Note about all 3 tables. From Farley, K. (2010). Hyatt. Retrieved July 09, 2010, from
http://www.hyatt.com/ hyatt/index.jsp
Hyatt makes major use of teams and groups but to serve different purposes. One
purpose specifically is to allow leadership among other individuals within the workplace
that help maintain the teams, but with the understanding of the extent of formality. The
teams help carry out democracy within the company but are limited to advisory positions
because they allow employee participation and influence of others to persuade them. The
empowering groups have a voice in their department with direct involvement but based
on the decisional domain of the company, they must maintain the system of
communication.
12/11/2010 Corporation Management Overview – Hyatt Hotels Page 25
The hotel contains a large range of groups which include work processing and
decision-making. The Hyatt utilizes an “Impact Training Team” to ensure new associates
are educated and qualified for carrying out the expectations of the company thus
reducing the turnover rate. The managers play a part in who is involved in such team. The
whole picture is to widen the responsibility of associates to maintain skilled staff which
reduces the amount of service issues that could occur and limits the number of issues.
Another team is “Hyatt Quality Team (HQT)”. This team encompasses employees who are
committed to exceeding the expectations of the company and completing quality work.
This self-maintaining team is permanent and the individuals change from month to month
mentioned that the Impact Training Team played a role in the success of our
establishment; encouraging others who meet the specific requirements to join the group.
Similarly, HQT influenced more people to take pride in their jobs and to lead others to
uphold standards. That is why these teams are extremely effective, expressing
that the company as a whole takes pride in satisfying the guests and being successful.
The Hyatt’s power structure is derived from a loosely bureaucratic system with
some concertive control. This system of power allows for a top down approach with
authority while still leaving room for creativity, innovation, and adaptability among the
Reward Power
Superiors have the ability to approve requests off, provide incentives to drive
revenue, and approve special meal preparations for breaks. Also, they have the ability to
12/11/2010 Corporation Management Overview – Hyatt Hotels Page 26
nominate individuals for HQT, where they receive a check for one hundred dollars if they
are selected.
Legitimate Power
This type of power is common sense among everyone due to the understanding that
every job has a boss and they have expectations to fulfill. The General Manger oversees
Referent Power
The hotel encourages individuals who employ the mission statement while taking
pride in their actions. Many times the mangers will seek those who exemplify that criteria
and they work toward trying to please them. But, they utilize such power to encourage
others to do the same to ensure that leadership and fellowship are forming.
Expert Power
Every department within the hotel has experts who stand out among their
specialization. Some servers are experts based on being cross-trained because they know
a lot about several departments and they are not limited to their original hiring position.
This proficiency sets them apart from others and it allows for pressure and deferential
treatment.
Coercive Power
Management takes this approach when they desire to prove a point. When a CEO is
expected to arrive, then a voice is heard “clean this and do that… this is not an option, I
am the boss” which is quite annoying. Not to mention, derogatory actions of some take
authority and causes communication to be hindered. As for the rest, power is used
effectively and it outlines different roles which help to enhance communication. Based on
experience, the power affects behavior within the company and sometimes when it is
Analysis of Change
The Hyatt recently began benchmarking customer service to determine where they
stood as a company among competitors and what could be changed to set themselves
apart from other hotels. A change occurred when the restaurant changed the products
that they offered when they implemented a new menu. The substantive change required
different prep to prepare for the shift which changed the materials necessary for success.
But, without this course of action, the company could have been in jeopardy of losing
business because individuals enjoy having options to choose from. The effective
communication allowed for a smooth transition. The “trait approach” is used to allow the
individual leaders to stand out. The hotel was committed to the differences at hand with a
Decision-Making
rationality to ensure the managers and employees maintain the competitive advantage
despite change because there are many rationalities in the organization. They enforce
decisional premise to ensure the hierarchy remains intact for the formal decisions made
about important things and room is available to allow decisions to be made among lower
levels informally between the different department heads and supervisors. The bottom
line, depending on the decision that is being made always makes the difference as to
Communication
The hotel tries to back and support every decision made with information that is
communication include when a decision arises about a change in the restaurant to the
floor charts or side work, then the greeter or other waiters pass along the information and
done formally following all the criteria and steps to ensure the right candidate is chosen.
Upon their candidate accepting the position, they are then introduced to the entire hotel
The hotel takes pride in utilizing a team environment while enforcing the limited
structure at hand. Not to mention, leadership comes in many forms and depending on
how it is expressed will determine the success of the property. An effective environment
must contain communication, teamwork, leadership, and be able to accept change in all
forms. Life is all about change, so instead of refuting it, accept it and adapt.
Plan
media richness among the electronic media, written and oral channels. The organization
uses a less rich form of electronic media which transmits information from upper
forwards over to the cell phone. Also, they discuss change and policies through a written
channel utilizing email, using the computer to ensure the different shifts are on the same
page. That type of media is also not very rich because emotion and immediate feedback
are unavailable. As far as email protocol, the managers are required to send a carbon
copy to at least one other coworker to ensure someone is monitoring the information at
hand. But, the deliverance of information goes beyond that. The mangers then are in
charge of filtering the mass amount of notifications and passing along the most important
stuff to their associates. Most of the time, the superiors enforce an extremely rich two-
way oral channel to discuss the findings. Reason being, rapid feedback, emotion and
opinion, body language, and nonverbal communication are all observed at the time of
reveal. In fact, a message can cause individuals to act differently or without thinking,
which is why the company results in the process mentioned above to maintain a
downward approach.
Outside Contact
On another note, the amount of authority given to discuss personal matters with
contact outside the company is extremely limited to ensure that every bit of spoken
information is accurate and precise before being leaked out. The worst case scenario, a
random employee mentions an event that occurred and blows it out of proportion while
an unknown newspaper journalist is present. That will cause a large uproar that should
have never occurred. When hired, every associate is trained how to handle different
media and press related situations. On a corporate level, the Director of Personal
Relations (PR), the owners, and the executive board are the individuals who directly
interact with providing details to the outside of the company. On a more local level, the
branch PR and the General Manger are the people who are allowed to release information.
environment with friends and family, and others outside the company. They are limited to
that type of information because they directly use it and it expresses the embodied
knowledge of the employee. Also, they are allowed to recruit people that they know
whom they feel can represent the hotel. At that point, they are allowed to briefly discuss
the benefits and perks but nothing further. The company tries to provide their staff with
Instant Messaging
blogs, and other social networking sites by associates should be limited and professional.
If not, then the company will find out and repercussions are then reprimanded
accordingly. Every employee is responsible for the success of the property by how they
act and what they do daily (Farley 2010). That goes to show that people are always
Conflict Resolution
Conflict occurs in many styles that require different approached for resolving it.
Problems arise on different levels which sometimes occur between staff and other times
with a guest. The hotel uses a probe approach based on the constant interaction with
outsiders which is what drives the business. When a conflict sparks between associates,
the mangers ask that instead of avoiding it, we try to compromise and derive an
understanding that will solve the issue and allow success. If that cannot be accomplished,
then the issue is presented to the superiors and they assume the role of a mediator to
avoid escalation. Most of the time, conflicts are resolved among the first level, but when
Similarly, when a conflict arises with a guest then the associates are empowered to
address the situation and take the best course of action to resolve it. Employees are
expected to take charge, investigate the situation, and actually attempt to provide a
solution. The mangers have given the staff the ability to express that “we care” and can
exceed their expectations. But, a manger is informed immediately so they can follow up
with the guest and ensure that problem was handled the way they anticipated.
The hotel enables their staff to engage in the success of the company by being an
active participant in providing service and hospitality. The team works cooperatively to
ensure that the hotel is represented in a professional manner. They limit the amount of
people authorized to communicate with the outside to ensure the company remains a
preferred brand. As a whole, the entire organization delivers and receives information in
many ways which allows variety and reiterates that different means call for different
measures. A plan is in place to maintain structure and stability for the success and future
Conclusion
The hotel utilizes every opportunity to give back to society to make a lasting
impression and strengthen their identity. Going above and beyond for every individual
that is connected to the company motivates others to do the same. The balance of
authority and relationships allow individuals to take work seriously while leaving room for
personality and humor. Honestly, the flexibility within the lower levels of the company
Next 10 Years
The Hyatt appears to be a company that will be around for years to come based on
their optimistic view of diversity, modernization, and change. The corporation encourages
creativity and innovation which sets them apart from others. Over time, the established
business will continue to prosper and expand all over the world, more than they have
already. The competitive industry forces firms to adapt to survive and be successful.
Based on the structure and communication within Hyatt, they will continue to provide
opportunities for employment, growth, and diversity. They are a wonderful establishment
to be part of and their benefits are amazing. The company’s goal and vision to be the
preferred brand will also take part in their success over the next ten years because they
value their associates as much as their owners and guests. However, the three greatest
finances. These concerns stand out drastically among superiors on a day-to-day basis.
Guest Satisfaction
The mangers struggle to maintain complete happiness of the guests because not all
associates take pride in their job. They “fake it to make it” and the patrons are the
individuals who suffer in the long run. That challenge is hard to tackle because not all
guests will speak up and sometimes the issues are never addressed. Reinforce of training
and service recovery would help to minimize some of the issue that arises among guests.
Also, superiors should evaluate the way associates interact with others to witness and
Time Management
business declines they tend to be easily distracted. At that point, they are either in the
office all night and not walking the floor or they are unable to be found period. The
mangers seem to lack the ability to multitask, they forget about things, or the office
requires their undivided attention to meet deadlines. The company should provide
seminars or training that would enhance their ability to manage time better. Also, they
could utilize a laptop out on the floor to be able to monitor business while completing
Finances
Just as any company, finances must be met in order to be successful. The challenge
of improving revenue while trying to keep liabilities and prices low is extremely difficult.
The company as a whole has fluctuated over the past few years and trying to maintain a
certain level to satisfy the owners while meeting the guest’s expectations will be the
biggest issue. The Hyatt can try and balance the finances by improving service which
allows for repeat guests and an increase in word of mouth advertisement. Not to mention,
service drives revenue which in return helps to take care of finances. Unfortunately, this
Despite the trials that the corporation may face, they will still be successful
due to their wide range of brands, the “Hyatt” name that has formed, and the diverse,
multicultural environment they live by. Of course a company’s name plays a role in their
accomplishment; however the Hyatt goes beyond that. They utilize their internal aspect of
authentic hospitality, provided by their unique, personable associates, to touch the lives of
each and every individual that they come into contact with daily. Ultimately, that extra
step will continue to distinguish this corporation and allow them to be the employer of
set you apart from competition which allows for growth and opportunities.
Works Cited
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EBSCO Host. (2010). DATAMONITOR: Hyatt Hotels Corporation. Hyatt Corporation SWOT
Analysis, 1-8. Electronically retrieved July 08, 2010, from Business Source
Premier database.
http://www.hyatt.com/hyatt/index.jsp
Jones E-Global Library. (2010). Hyatt Hotels corporation. Electronically retrieved July 17,
Weber, J. (2003). The House of the PRITZKER. Business Week, (3824), 58-65.
Electronically retrieved July 08, 2010, from Business Source Premier database.