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“This incredible recognition reflects how our people-focused culture, and the care we show to everyone in the Hyatt family, extends to our colleagues around the world,” said Robb Webb, Chief Human Resources Officer, Hyatt Hotels Corporation. “We encourage our colleagues to be innovative in every aspect of their work, and our culture is one where it is second nature for colleagues to treat one another with the same level of care and attention shown to our guests. This helps our colleagues’ personalities shine through and ultimately offers Hyatt guests a better experience.”
The Great Place to Work World’s Best Multinational Workplace list ranks the best 25 global companies in terms of workplace culture, based off of a global survey of multinational companies and their associates. Qualifying companies must have been selected for at least five national Great Place to Work lists, have at least 5,000 employees worldwide and count at least 40% of their global workforce outside of the company’s home country.
In keeping with our engagement theme, we spoke with Robb Webb and Brigitta Witt, Global Head of Corporate Responsibility about how Hyatt has embedded engagement throughout the business.
Robb explains how engaging staff is fundamental to Hyatt's new way of working:
Every day, Hyatt's 95,000 colleagues make hundreds of thousands of decisions in hotels around the world that directly impact each other and our guests. It is through these daily interactions that our associates are affecting their jobs, the work environment and the direction of Hyatt – that’s because part of Hyatt’s transformation and new way of thinking is doing business where every associate is empowered to make each interaction meaningful.
In this new way of thinking, we are freeing our associates from standard operating procedures and giving them the training and tools to address situations in real-time based on the emotional needs of colleagues and guests. To capture the knowledge and insights our associates have into our guests, we are working to dismantle many of the traditional, hierarchical processes for decision making that were laid out in thick operations manuals. These have been replaced with flatter, more inclusive, colleague-driven processes.
We think all associate interactions add up to real-time innovation and increased guest satisfaction, and they make the employment experience much more rewarding. And sometimes, ideas created by an individual Hyatt associate that works really well may spread to other Hyatt hotels around the world. Our front line service staff, who interact with our guests most, are best suited to drive the decisions that impact the Hyatt guest experience.
To engage our associates in this process, they have been trained to empathize with our guests and each other, ideate around how they can transform a business process or model, prototype their idea, and test it to see if it works.'
Brigitta explains how engagement reaches Corporate Responsibility
With more than 95,000 associates worldwide, we have a significant opportunity to raise awareness about environmental issues and empower our colleagues with tools to be part of the solution. Our Green Teams, which are also often called Hyatt Thrive Teams, are comprised of passionate colleagues in nearly all of our hotels around the world. These “green ambassadors” lead the way in tackling everything from simple to complex environmental challenges.
Reaching our environmental goals can be as complex as installing a tri-generation system or as simple as remembering to turn off the lights. What is important is that every associate feels that he or she plays an important part in our collective effort. To do so, we strive to make sure our colleagues understand their individual roles and how their efforts roll up to a global impact. In 2011, Hyatt launched My Green Touches, a program that provides five simple sustainable actions, organized by job function, with which every Hyatt colleague can reduce his or her environmental impact. With this company-wide program, we strive to integrate environmental sustainability across every facet of our daily operations.
Beyond My Green Touches, our hotels regularly find creative ways to engage their associates on property. For instance, in 2013 Hyatt Regency Coconut Point incorporated sustainability into Individual Development Plans (IDP’s). Environmental sustainability relies on everyone’s commitment, and the team is excited for opportunities to explore sustainability initiatives as part of professional development.