February 12, 2013
February 11–12, we conducted our second Elements of Service program for a Hyatt property, this one in suburban Deerfield, IL. The Hyatt Deerfield is a 301-key hotel serving largely corporate clients like Walgreen’s, Takeda, Discover and Abbott Laboratories in the surrounding area. On Monday, we interviewed some 20 employees and managers, starting with General Manager Adam Patenaude. From Housekeeping to Sales, we found a diverse and enthusiastic group with tenures ranging from 28 years to just one week.
On Tuesday, we conducted four workshops that were attended by every employee on premises during that period, beginning with the 7:30 a.m. daily meeting of the Housekeeping staff. They were receptive and engaged. One perceptive question: Was this program mandated by corporate? No, I replied, I’m doing this because I believe in it. Now on to the Sheraton Lake Buena Vista Resort & Spa in Orlando!