THE GUEST EXPERIENCE Authentic Hospitality from the ground up. “WHAT INSPIRES ME AS A GENERAL MANAGER
BANQUET MANAGER CAPTAIN PAM POE agrees, “Hyatt is all about family time and caring for each other,” she says. “Hyatt means stability to me.” 42 years ago, Poe moved from Michigan to Florida with her parents after graduation, and went out looking for a job. She saw the Hyatt sign on the side of the building. The way the company values guest and treats everyone with dignity and respect she says is what’s kept her for over four decades. Not to mention the opportunities to meet stars like Chuck Norris, Don Johnson, Jay Leno and Michael Jordan. For Banquet Houseman Chris Martin, he started at Hyatt Sarasota in 2008. “I was told there was a job opportunity in the set up department by my friend that worked as the Dockmaster,” he says. Since then, he has been awarded Employee of the Year and sent to Hawaii as reward for anticipating the needs of the guests, and putting them first and foremost.
everyday is the opportunity to create an experience—make people feel good and really be happy to be here,” says Clark. “For me, it’s creating those special moments.” Those special moments for Clark include seeing the smile on a child’s face when the front desk gives them a stuffed animal when they’re checking in, or when the team surprises guests because they know it’s their birthday and they have something in the room waiting for them. “We spend a lot of time here together and to create that experience, it takes a lot of synergy.” Hyatt Sarasota has a way of empowering its staff to provide authentic hospitality by simply being themselves and bringing their whole selves to work. Ultimately, this has made all the difference in the lives of the guests they come in contact with everyday. It’s the people and culture that make guests feel right at home. “Our guests love us because we always put them first, and in return, they continue to come back year after year,” says Chris Martin. “The Hyatt is different because we are a big family—if you come to visit, you become part of our extended family as well.” And for guests, there’s a genuine pleasure in seeing the same staff there when they come back again after their last stay, however many weeks or years ago. “I have made so many friendships over the years,” says Poe. “I feel like I have small families all over the world.” While Danisi has been with the Hyatt for many years, she’s also worked for other hotel companies prior, and is steadfast in the way Hyatt differs from other hotel chains. “We empower our associates to make decisions to benefit our guests without searching for approval or worrying about being reprimanded,” she says. “We truly listen and respond with compassion to both our guests and associates—offering solutions to improve any situation or action.” From concierge, valet attendant, barista, housekeeper and accounting, “Everyone truly cares about each of our guests’ experiences and each other,” says Danisi. “A beautiful location means nothing if you don’t have a staff that takes pride in what they do and how it affects our guests and co-workers.”
