8/8/2019 Hyatt Regency Dallas Synthesizing Report
1/30
Hyatt Regency Dallas Synthesizing Report
Brigitte M. Jones
BC 345: Organizational Communication
Dr. Patricia Addesso
Jones International University
August 26, 2010
8/8/2019 Hyatt Regency Dallas Synthesizing Report
2/30
2
Table of Contents
Executive Summary .........................................................................................................................3
Organization Profile ........................................................................................................................4Single Unit Summary ...................................................................................................................4
Plan for Gathering Information ................................................................................................5
Examination of Association .............................................................................................................6Structure ...................................................................................................................................... 7
Appropriate Communication Examples ................................................................................... 7
Companys Culture ..........................................................................................................................8
Ethics Code ................................................................................................................................10Corporate Social Responsibility ...............................................................................................11
Social Networks .............................................................................................................................11
Core Competencies ....................................................................................................................13
Leadership ......................................................................................................................................13Use of Teams ................................................................................................................................. 14
Power and Control ......................................................................................................................... 16Reward Power ............................................................................................................................16
Coercive Power ..........................................................................................................................16
Legitimate Power .......................................................................................................................16
Referent Power ...........................................................................................................................17Expert Power ..............................................................................................................................17
Conflict within Corporation ...........................................................................................................17
Breakdown of Change ................................................................................................................... 18First Order ................................................................................................................................19
Second Order .............................................................................................................................19
Decision-Making Processes ...........................................................................................................21Information & Communication ..................................................................................................21
Impact Organizational Climate ..................................................................................................22
Communication Technologies ....................................................................................................... 23Moving Ahead ...........................................................................................................................24
Global Concerns ............................................................................................................................ 24
Multicultural & Diversity .........................................................................................................25
Conclusion & Recommendations ................................................................................................. 27References ......................................................................................................................................30
8/8/2019 Hyatt Regency Dallas Synthesizing Report
3/30
3
Executive Summary
Hospitality is a growing industry where companies, such as the Hyatt Regency Dallas Hotel,
differentiate themselves in order to grasp the demand of preferred choice among competitors.
The Hyatt aims to make a difference to uphold their image as Employer of Choice, Business
Partner, and Community Ally, while enforcing their ethics and social responsibilities. The hotel
has a distinct identity just like their associates who all take part in providing the Hyatt Touch
by carrying out the Service Essentials and core competencies. Leadership could be viewed
differently which is why communication may be a vital practice always. The companys
utilization of teams, power along with control, and resolution of conflict all play critical roles in
creativity and innovation which inspires prosperity and drives revenue. Not to mention,
leadership and multicultural diversity both influence the global outlook of the organization by
allowing internal expansion as well as external.
8/8/2019 Hyatt Regency Dallas Synthesizing Report
4/30
4
Organization Profile
Hyatt Hotels Corporation, formerly known as Global Hyatt Corporation, is
considered one of the worlds peak operators of full-service luxury hotel and resorts. The
company has more than four hundred franchised, managed, and owned properties in some of
forty-five countries where travelers have a choice of preferred establishment. Hyatt Regency is
the core brand; however, it operates properties under the names Park Hyatt, Grand Hyatt, Hyatt
Place, Hyatt Resorts, Hyatt Summerfield Suites, and Andaz. We strongly feel that our companys
success can be endorsed to our outstanding hospitality and to our tradition of sowing seeds in our
communities.
Single Unit Summary
Hyatt Hotels Corporation is a very large establishment nationwide and it would be
extremely difficult to analyze the entire company which is why the decision has been made to
focus on the Hyatt Regency Dallas Hotel. This particular branch is conveniently located in the
historic West End District of downtown Dallas near the Citys business and cultural areas. It has
six-hundred employees who all focus on providing outstanding customer satisfaction to serve our
guests to the best of our capabilities. Hyatt Regency provides hospitality services primarily
targeting Conventions/Groups, then business travelers, and lastly, vacation/leisure guests. The
8/8/2019 Hyatt Regency Dallas Synthesizing Report
5/30
5
hotel offers 1120 contemporary designed guestrooms including approximately 40 suites. There is
about 160,000 square feet of total space for functions, with 55 individual meeting and banquet
rooms. Some of the amenities include an indoor Fitness Center and an outdoor pool with Jacuzzi.
As far as services, the hotel includes a full-service Business Center, Reflections of Dallas, a
historical museum quality collection, fast board, and Express check-in and video checkout. The
Regency has two restaurants, a lounge, and a specialty coffee/snack shop. Our hotel has many
departments that work together at maintaining our company goal which is to be the preferred
brand for our owners, guests, and associates.
Plan for Gathering Information
The information that has been provided thus far has been made available to all the
employees within the hotel. Our company not only takes pride in educating the employees upon
accepting a position at the Hyatt, but they also have materials readily available to answer any
type of questions that may transpire. A company must provide some sort of organized
communication among the staff in order to be successful. Also, another way of gaining such
information can be accomplished by searching online databases. Finally, information can be
obtained by talking with upper management or someone in human resources, the companys
online website, and others who have been with the company for a few years.
Hyatt Regency Dallas is a wonderful place to work. They take pride in guest
satisfaction to ensure that the company goal is upheld no matter the circumstances. The hotel
encourages each employee to take responsibility for the success of our property by how we act
and what we do daily. As a whole, we all share the same focus of providing exceptional
customer service and this could not be achieved without communication and structure. They both
go hand in hand to maintain order in such a large organization.
8/8/2019 Hyatt Regency Dallas Synthesizing Report
6/30
6
Examination of Association
Hyatt Regency Dallas is an extremely large company that ranks very high in terms
of differentiation. 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. The firm has
many departments that all focus on different specializations, yet we all have the same focal point
which is to satisfy the needs of the guests to provide the Hyatt Touch. The only issue with such
high differentiation and specialization is that communication lacks due to the different
departments working only with others of the same area. For example, in the restaurant when a
staff member refers to flipping the table or SA, others may not comprehend. We all have
different levels of knowledge and experience, but we all cooperatively form a unit to be
successful. We hold training events among departments that are mandatory for individuals to
improve their skills and abilities to ensure that we all stay consistent with our concentration.
Keep in mind, individuals are encouraged to cross-train and gain experience in other departments
upon mastering their primary location. This is important to encourage a team atmosphere where
everyone is held to equivalent expectations and they feel desired.
Just as hierarchy, differentiation, and specialization are important elements, so is
formalization. In the hotel, communication is moderately formal based upon the matter discussed
or who is holding the conversation. For example, when Human Resources are involved then
everything is formal and by the book. But, when mangers hold pre-shift then things are less
formalized because they joke around and try to lighten the mood to ensure a delightful shift.
Both examples go to show that the company falls moderately on the continuum of formalization.
8/8/2019 Hyatt Regency Dallas Synthesizing Report
7/30
7
Structure
A company is like the human body, it cannot function without some sort of a
system in place to keep every area working as a whole. The muscles and joints would not move
properly without a skeletal keeping everything aligned and intact which similarly reflects any
organization because it needs policies and procedures such a bureaucratic process to ensure
everyone is on the same page, but providing loose strings so individuals can have a voice to
include their ideas and opinions. Every department has tasks to carry out, guest needs to attend
to, and responsibilities to uphold, while passing along information and expectations. Every area
has a chain of command for reporting problems and specific expectations to abide by. However,
the management team works diligently to persuade individuals to utilize the open door policy
and they notice a change in your behavior, they pull the individual aside to allow them to vent
and see what can improve their situation. The hotel takes pride in not only the guests, but also the
associates. The only way to be successful and grow is by communication. The structure that is
implemented is an appropriate approach for a company so large.
Appropriate Communication Examples
Honestly, the message that is applied to Hyatt has been helpful to the growth and
development of the organization. The communication at the hotel has been successful in
retaining associates by outlining the expectations and responsibilities of the employees. For
example, upon being hired to the hotel, the new team member goes through a long orientation
process and then concludes with a feedback discussion at a luncheon. The point in that entire
process is to provide education on the different departments and how they all directly affect your
position. Another example, when applying for vacation or time off, every employee has an
online portal where they login and submit their request. Then management goes in and views all
8/8/2019 Hyatt Regency Dallas Synthesizing Report
8/30
8
of the requests in the order they are submitted and compares the days to occupancy in the hotel.
Upon analyzing, they will approve or deny the request and provide information as to why that
decision was made. That type of communication allows the associates to not be distracted within
the daily shift because those types of requests are done online. Finally, if a guest has specific
needs upon check-in, then a note is made on their account and the agent then contacts the other
departments to make sure everyone is on the same page. Also, when we go into the system, we
see the note that is in place to assure the guests needs are taken care of. Organizations as whole,
typically try to maintain a good form of communication. Hyatt is a prime example that enforces
policies and expectations, but allows individuals to apply personalities and opinions for the
success of the property. As far as making a change and doing something differently in a way of
structure, that is not necessary because things are working well and if it is not broken then maybe
it should not be fixed.
The hotel is a well structured company that allows room for associate feedback and
interaction. The satisfaction within the organization comes from enforcing policies and
procedures, but also by keeping the best interest of the guests. The employees have the greatest
amount of knowledge about that because they work directly with those individuals. Similarly,
pride derives from the exceptional amount of culture within the company.
Companys Culture
The Hyatt Regency Dallas Hotel can be considered a Differentiated Diverse
culture. The company encourages a wide range of individuals some of which include Hispanic,
Caucasian, African American, Asian, and Middle Eastern. Every associate has unique lifestyles
and beliefs which play a role in their actions. These differences are what make every individual
who they are and in return what they bring to the table. Some of the language associated within
8/8/2019 Hyatt Regency Dallas Synthesizing Report
9/30
9
the hotel incorporates temp, bar-back, part-time, night crew, supervisor, Server Assistant (SA),
and manger. Also, different languages are spoken which attracts a diverse clientele, allowing
revenue to increase based on business being driven. All new employees go through a week long
training to grasp all of the service essentials and steps of service to ensure that the entire
team is provided with the information to be successful. Upon completion of training, its a ritual
to serve the Food and Beverage Manager and the Department Head. Also, it is tradition to have a
Spanish word of the month. That entails the word, the definition, and a sentence using that word
all of which is in both English and Spanish.
Hyatt has a variety of different departments some of which include: Centennial
Caf, Front Desk, Coffees Post, Engineering, Human Resources, Accounting, and Security.
Every area of specialization has a specific uniform that is provided for them and a different
manager to report to. However, every employee is entitled their own locker within a locker room
and a lounge area that contains: computers, a Nintendo Wii, televisions, couches, and a miniature
caf. The hotel (a large culture) has many departments (subcultures) that join as one family to
speak the right language (Cheney, Christensen, et al, 2004) to conquer the central focus of being
the preferred brand for the owners, employees, and guests- to survive.
The company has a positive communication climate which in return encourages
the associates to have a positive outlook and that improves the contact with the guests. For
example, when the mangers know the type of business to expect for the evening, then he or she
informs the employees the tasks that need accomplished for success, and the final product leaves
both parties satisfied. In return, that keeps everyone in a good mood to pass the positive vibes on
to the guests to exceed their expectations. The flow of information is incredible considering the
size of the hotel.
8/8/2019 Hyatt Regency Dallas Synthesizing Report
10/30
10
Just a few days ago, the pre-shift at work was a perfect example of how this
culture has helped communication. The mangers reviewed our monthly engagement surveys
which the guests fill out based on their experience, if a personal connection was made, and if the
hotel lived up to their expectations. The memo that was emphasized stated that the hotel had the
most diverse, professional, compassionate, staff that made them feel at home. Also, the same
information was communicated in Spanish for others to understand.
Ethics Code
According to Cheney, Christensen, et al, ethical concerns are right in front of the
eyes of many individuals, but it usually requires being pointed out. For example, one of the
servers missed lunch and was extremely hungry. That individual noticed that the manger on duty
(MOD) had gone to the office and would be out of sight for a few. Out of nowhere, a plate
appeared with bread, chips, and some pizza. The MOD walked in and caught that server red
handed. The first response was everyone else does it but they do not get caught. Proper
reprimand was taken and a meeting was called for all staff reinforcing the rules and expectations.
The company has Core Values and Service Essentials that are required by every employee to
pursue, which having lunch is not one of them. As far as public is concerned, an ethical issue that
seems to occur within the restaurant would be unsanitary practices. For example, when a mother
is in the middle of dinner and drinking a cocktail, she notices that her baby is really irritable. She
reaches over, picks the baby up, and begins changing the babys diaper at the table. That is a
major unethical practice and the hotel is faced with that issue because they do not want to upset
the guest or others within the restaurant.
8/8/2019 Hyatt Regency Dallas Synthesizing Report
11/30
11
Corporate Social Responsibility
Our initiatives, which fall into five key elements Commitment, Accountability,
Measurement, Development and Communication - maintain and enhance Hyatts image as an
Employer of Choice, Business Partner, and Community Ally throughout the communities we
serve (Farley 2010). The company longs to make an impact in the community in which it
resides. They are committed to Hyatt Earth, Family of responsible and Caring Employees
(F.O.R.C.E), and they are a Green establishment. Hyatt enjoys being connected with volunteer
services, local events, and playing a part in making a change in the world. The companys site
displays the many tasks that are taken part in every year by associates within the organization.
A culture cannot survive without Ethics and Social Responsibilities in place
because they are critical elements which help with establishment and growth. A company, as
large as this one, must carry out and enforce all of the original components that formed the
backbone of what is known as a Diverse Differentiated Culture. Not to mention, reaching out and
touching the lives of every individual that crosses out path, also sets the Hyatt apart from others.
Social Networks
The company takes pride in having branding identity and they encourage their
employees to have their own identity as well. Organizations contain many different types of
individuals which in return create a variety of relationships among associates and mangers. The
Hyatt Regency focuses on superior-subordinate relationships with a downward flow of
communication. The subordinates receive information from their bosses and they pass it along to
us, especially when a problem has occurred or if service could be improved. Everyone has
different ways of establishing their relationships in the workplace and some individuals choose
to remain isolated. Most of the in-group relationships contain trust, support, and respect which
8/8/2019 Hyatt Regency Dallas Synthesizing Report
12/30
12
allow them to communicate informally about anything. For example, the atrium mangers at the
hotel focus on the maturity phase where they exchange loyalty and support among their
associates. The managers have an open mind and they are sensitive to the feelings of others.
These traits allow the superiors to be able to connect with its subordinates where a lot of
friendships are established among the staff to ensure a family atmosphere is maintained.
Similarly, a lot of the staff forms friendships and they become extremely close where they
discuss family and their lives outside of work.
Last night, for example, business slowed down and cleaning began early. One of
the waitresses was feeling under the weather and she was unsure what was causing it. The
manger pulled her aside to figure out what was wrong and to try and solve the issue. Upon
communicating, the waitress was released from her shift so she could go home and relax to rest
up for their next shift. That action shows that the superiors have a heart and they are not just
present to bark orders and enforce rules. They allow a more laid back setting where associates
can be themselves and communicate with one another. The one key aspect that is enforced is
ensuring that the guests have a delightful experience which can only be accomplished by every
employee having their own identity and personality. As far as formal communication, it seems to
stay implemented only when having conversations with human resources or corporate
individuals when they visit the establishment. That is like a safety precaution to make sure that
everyone knows their job and how to be professional. But the company as a whole, practices the
informal communication network which helps the overall climate because the associates can hold
a conversation without the fear of being judged or feeling non superior to others. They have a
voice that can be heard and they help make a difference in the establishment.
8/8/2019 Hyatt Regency Dallas Synthesizing Report
13/30
13
Core Competencies
According to Cheney, Christian, et al, companies are learning to accomplish
fewer things better with less (2004) which is why they focus on their core. The hotel desires to
be unique and stand out among competition which is why they practice a few specific core
competencies. Primarily, they offer a friendly, home-like atmosphere where the customers can
feel like they are right at home. The staff uses the guests name at every opportunity to show a
connection and prove that we pay attention and care. Also, the hotel takes pride in being a
historical based establishment that reflects the past and present of Dallas. The whole hotel has
different areas that are named after different events that have taken place such as Skyline, Cotton
Bowl, Mondules, Thortons Corner, Reunion, and many more. All of the walls contain plaques
that explain the event and the name. Not to mention, Reflections of Dallas is a book that was
made that entails everything that can be seen at the hotel for guests and their families.
Leadership
Moving on, a leader is an individual who knows what is expected of them so they
implement it while upholding the core values and expectations of the company. A leader is not
only one who knows what it is like to follow, but they encourage others to set goals that can be
attained and to help make a difference in the workplace. So people feel that leadership can only
be found in mangers or others in authority, but that is not the case. Essentialism can be
discovered in any associate who takes pride in their work while focusing on the vision of the
company. Individuals have different perceptions of leadership which include: the person in
charge of everything, only an authority figure can lead, experience is required, leaders are
formed from doing and not born with, and leadership must be consistent and humble. Not one
opinion is greater than another because people see life and situations differently. However, the
8/8/2019 Hyatt Regency Dallas Synthesizing Report
14/30
14
Hyatt believes that a true leader must maintain a humble, reliable, vision implementing mentality
to make a difference and desire change. Their actions should reflect their morals and beliefs.
The hotel practices transformational leadership to ensure change while inspiring the goals
and values in the organization. The leadership in the company influences communication to
encourage others to desire to stand out in order to assume the position. For example, the wait
staff has what is known as a shift lead on nights where they assume the responsibility of the staff
to ensure that all of the tasks get accomplished to have a successful night and to set the morning
crew up for a smooth shift as well. The leader sets the example for others to follow and be
influenced by. That particular individual encourages, models, inspires, enables, and challenges
other associates which allow an open, honest relationship among everyone. Shift lead changes
daily to ensure that the role is not limited to one leader, to maintain equality and a flow of
change.
A successful organization must embody social networks to allow individuals to be
able to communicate while encouraging leadership to influence change and dedication. A
network of diverse people will in return promote a variety of relationships. But, leadership in not
limited to authority figures it just typically initiates there. The company as a whole focuses on
change and allowing associates to take action to help make a difference without disturbing the
power and teams that are established.
Use of Teams
Hyatt Regency Dallas 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.
8/8/2019 Hyatt Regency Dallas Synthesizing Report
15/30
15
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.
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 based on their actions. This team fits the mode of
decision-making since the employee participation is heavily based on individuals contributing to
the success of their property by how they act and what they do.
The effectiveness of the teams has been phenomenal. The company had just
celebrated the anniversary dates of the staff commencing them for still being part of the Hyatt
Family. Also, our service scores which rate the entire hotel based on a numerical point system
from a one to a five, with the five rating Top Box has increased drastically. The different
departments all had ratings from a three and above, majority of which were top box. Several
individuals 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
8/8/2019 Hyatt Regency Dallas Synthesizing Report
16/30
16
standards. That is why these teams are extremely effective, expressing leadership, and
implementing structure and communication. The teams communicate that the company as a
whole takes pride in satisfying the guests and being successful.
Power and Control
The Hyatts 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 (Cheney, Christensen, et al,
2004) among the corporation. However, each hotel branch has the power to make decisions that
directly affect their property. This particular branch exploits all five of the bases of power.
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
nominate individuals for HQT, where they receive a check for one hundred dollars if they are
selected.
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 place just to use
discipline and enforce standards.
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 the
entire location along with all of the departments. For example, the food and beverage department
8/8/2019 Hyatt Regency Dallas Synthesizing Report
17/30
17
(F&B) knows that the F&B Manger is the highest in authority followed by the Department Head,
then the Assistant Mangers, Supervisors, and finally, the shift leads. This is no surprise, it is
power based on the title which a person is hired.
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.
The coercive approach is destructively used and begins to diminish the respect for
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 abused; it will cause a
minor disturbance with communication.
Conflict within Corporation
According to Cheney, Christensen, et al, conflict can be stirred up based on many
different things such as: different understandings, threatening actions of individuals, conflict of
roles, and limited resources (Cheney, Christian, et al, 2004). These all particularly play a part in
conflict among the Hyatt. In the restaurant, individuals have their own perception on their job
8/8/2019 Hyatt Regency Dallas Synthesizing Report
18/30
18
description and understanding of how to execute it. When someone from another position
threatens what they believe, then an issue arises. From a Server Assistants (SA) point of view,
they are responsible for clearing the extra settings from a table, offer bottle water, maintain
beverage refills, and provide bread for their designated server. When that server is busy, he or
she may ask their SA to make a desert or get coffee. At that point, the SA feels as if they are
being abused because that task is not in their job description. However, they lack to realize that
their job is to exceptional customer service. Also, when resources are limited, then it also
interferes with the success of service.
The conflict within the hotel is managed by reinforcing the big picture of the
company and making everyone aware that without the guests, none of us would have a job. Also,
the managers have a meeting with individuals who are not team oriented. As far as resources,
they are gathered prior to opening the restaurant to ensure that everything is obtainable during
the shift.
Communication is affected by conflict more so than teams or power because when people
become threatened then they begin to block out what people have to say. In doing such, the
environment becomes hard to work in and difficult to complete the original goal at hand. It can
be managed better by conducting a meeting to make sure that all employees are on the same
page, desiring to make a difference in the lives of every person they interact with. But, it starts
by working in a team and not focusing on ones self.
Breakdown 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
8/8/2019 Hyatt Regency Dallas Synthesizing Report
19/30
19
other hotels. According to Cheney, Christensen, et al, change occurs all the time, but to different
degrees (Cheney, Christian, et al, 2004).
First Order
A change occurred when the restaurant switched the products that they offered when they
decided to implement 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 senior manager called a meeting to have a face-to-face discussion
with the entire team to ensure that everyone knew what was occurring so they had an opportunity
to ask questions and provide feedback. The effective communication allowed for a smooth
transition between the out with the old and in with the new menus. The aspect of management
allowing the staff to take part in feedback and concerns made the associates feel valued.
Second Order
Next, the hotel underwent a drastic change because within 6 months our F&B
Department Head resigned her position to move with her husband who received a promotion.
Similarly, the new replacement of that position resigned as well. Administrative types of change
had been a turbulence that continued when the F&B Assistant Coordinator announced that she
will be leaving our hotel (but staying with the company) to go back toward home to be around
her family. The change-related communication was initiated by each of those individuals
personally which helped clarify the many questions that followed. Even though the staff was
against the uniformity, each of those superiors had to do what was beneficial to their futures.
That goes to show that change is a lot to endure, but as long as resistance remains minimized,
then overpowering and conquering should be a breeze. The managers have been graceful in
8/8/2019 Hyatt Regency Dallas Synthesizing Report
20/30
20
keeping us all in the loop about the transition. It was extremely rough to let go of some of our
Hyatt Family because relationships had been formed. But the implementation was directly noted
which allowed it to not interfere with the success of service and associates were able to adjust
easily because they were informed in advance one-on-one. Also, the department head made sure
she communicated the different schedules of employees, the days they can and cannot work, and
their strengths before she left. Those were all actions that management took to ensure that the
company still ran accordingly and the staff was grateful for such action.
Adaptive implementation of such change has been established and as information arises
about the promotion of positions and new managerial staff, then the hotel will be informed
accordingly. The fidelity of adoption is very low and the uniformity about the change is
surprisingly high but that is because of the task alignment approach. The hotel was committed
to the differences at hand with a shared vision of becoming the preferred brand. They spread
revitalization to all of the many departments that pertain to the Hyatt to allow them to evaluate
and view the outcomes of the new superiors. Then the changes become a routine as if it had been
occurring from day one and others are expected to abide by the standards.
According to Cheney, Christensen, et al, rationality, decision making, and use of
information along with change and communication, all play a role in the success of a company
(Cheney, Christian, et al, 2004). The Hyatt as a whole maintains a formal and informal way of
making decisions to ensure variety and to allow flexibility among the superior in the way they
address situations. Change occurs when you least expect it, so instead of resisting it, grasp it and
allow it to run its course.
8/8/2019 Hyatt Regency Dallas Synthesizing Report
21/30
21
Decision-Making Processes
On another note, the hotel requires a high-involvement of commitment for
rationality to ensure the managers and employees maintain the competitive advantage to be the
preferred brand 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 larger the corporation
becomes the more of a need to maintain structure for a consistent flow of communication among
the multiculturalism of the company. For example, the diversity within the workplace allows for
many different perceptions because of culture and beliefs which is why the many rationales
benefit the organization. When decisions are made, they are interpreted to different degrees but
ethos had been added to minimize the amount of emotion that is desired to implement. But,
everyone knows that their actions in a workplace are different then when they are out with
friends. The bottom line, depending on the decision that is being made always makes the
difference as to how the flow of information is provided. Most of the time, the information is
filtered to prevent an overload among everyone.
Information & Communication
The hotel tries to back and support every decision made with information that is
relevant while communicating the change to the associates. Some examples of informal
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 they explain why it
occurred. Also, when a department closes early then a phone call is made to the others by an
associate to make sure they are aware of the action at hand. But, none of those examples occur
8/8/2019 Hyatt Regency Dallas Synthesizing Report
22/30
22
without reasoning explaining why and how it affects business. Some formal communication
examples include when HR decides to hire a new employee it is 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 staff to ensure everyone makes them feel at
home. Another example is when mangers have a conflict with an associate, they are addressed
and provided with reasoning in the office behind closed doors to ensure policy and
confidentiality is upheld. This way of reprimanding a worker allows them to provide their side of
the story and ask questions without worrying about being judged or downgraded by others.
Impact Organizational Climate
The Hyatt has an open-door policy which allows for an environment that is
tension free because when a concern or issue arises then it can be addressed at that time, instead
of waiting. So the climate is already loosely structured to allow for staff to provide their opinions
and not be afraid to speak up. In regards to the decision-making processes, they are all in place to
ensure that every employee knows that there are steps that occur depending on the situation. For
example, if an employee was to be sent home by their manger, then they would meet with HR to
discuss the reasons behind the removal, and the next steps. The steps could be probation,
dismissal, or voluntary release. Despite the structure, the hotel has different levels where the
further down the chain one goes, the more of an informal communication occurs. Depending on
the importance of the situation, superiors address them formally and informally. The climate is a
well rounded place, where associates can be themselves as long as they follow through with the
goals and values of the establishment. As a whole, the ambiance is pretty standard so when
change actually takes place then it typically is unaffected. That goes to show that the
8/8/2019 Hyatt Regency Dallas Synthesizing Report
23/30
23
environment of the hotel is successful despite the actions that change managerial staff, which in
return allows change to be slowly accepted instead of refuted.
Communication Technologies
The Hyatt has many ways of communicating through technology that has both
first level and second level effects that occur. The company utilizes a lot of asynchronous
communication, such as the managers use e-mail to discuss topics and situations between upper
management and employees use the voice mail system when calling off work, checking their
entrance time, or other reasons they chose to call. Also, the company has Networks of computers
set up in the employee lounge for associates to be able to check schedules, print necessary
documents, check email, and so on. The organization tends to communicate in many ways to
ensure that if one way was missed or overlooked, then the point still comes across. The way in
which they address matters also depend on the severity of the information. Sometimes on a shift
in the restaurant, a manger may be needed to apply a discount or speak with an upset guest, but
they are unable to be located because the hotel is so large and they are sometimes in transition
between departments. So, a way of quickly making the superior aware of the situation and to
seek their immediate assistance is by sending them a personal text message. Of course that is
breaking the rules because no cell phones are allowed on a body while working, sometimes the
use of technology is necessary to maintain the happiness of a guest. But, others misuse cell
phones and they spend the entire shift texting, emailing, and playing games instead of working.
Another way of communication began when Human Resources became a
paperless environment which changed all requests and benefits to be submitted online to uphold
the Green environment that the Hyatt believes strongly about. That was a second-level effect
that took some getting used to and adaptation, but as time permitted it made the lives of the
8/8/2019 Hyatt Regency Dallas Synthesizing Report
24/30
24
associates easier because they could accomplish everything they wanted from the convenience of
their own homes. Not to mention, this allowed for requests to be addressed in a more timely
fashion without documents being misplaced or forgotten about because an alert will notify the
mangers bosses if too much time elapses before a decision is made. Technology has been
established and well utilized throughout the entire workplace addressing messages accordingly.
Keep in mind, none of these things could have been physically possible if it was not for
technological advances that improved ways of communicating.
Moving Ahead
Every business always has things they can work toward or ideas that could benefit
the company to greater means than already accomplished. With that being said, virtual meetings
could be implemented to eliminate the amount of times an associate has to go to work on their
days off just for a meeting. Especially, if the meeting pertains to things like new menu items or
just an update on service scores, such that does not require substantial participation or feedback.
Personally, it becomes very irritating to drive forty-five minutes to sit for two hours of meeting,
and then turn back around to go home. Such action could improve the overall attendance and
compassion about the meeting. On another note, the managers should have an alternative ways of
contacting them such as walky-talkies or something. That way they can be located without
resulting to breaking the rules to be successful. In such a large establishment, it requires
substantial amount of time to find someone and calling the different departments is not always
successful.
Global Concerns
The Hyatt is a global organization that takes pride in authentic service and
hospitality across the world with a tradition of innovation, touching the lives of every person
8/8/2019 Hyatt Regency Dallas Synthesizing Report
25/30
25
they come into contact with daily. They give back to every community which they are part of
while upholding the mission and value of the company. These all play a role in the globalization
of the hotel. The company has intercultural communication which allows them to grasp an
understanding of others while being respectful and unbiased. Computers and cell-phones are an
imperative way of communicating across seas and in different countries. They are practically the
way of life for most decisions made, ideas and information being addressed, and for keeping
associates, owners, and guests in the loop. For example, the worldwide sales offices prefer to be
contacted via email or cell phone. They provide that information when talking with clients
regardless where they reside. Also, to find out information about investor relations or stock
prices, one must go online to the Hyatt website. Similarly, when applying for a position within in
the company the application process is done online and they inquire about relocation, different
languages that one speaks, and their cultural background.
But based on global imperative, most companies must sink or swim in order to
survive competition and remain the preferred choice overall. The hotel falls into the same
category because they must provide authentic service and hospitality to expand and grow while
having an optimistic view on the phenomenon. However, the company seems to handle such
requirements extremely well. Hyatt is a large organization that continues to expand and provide
opportunities for their entire corporation.
Multicultural & Diversity
The organization is very diverse and multicultural based on their associates and
guests. The inclusion culture that is provided allows every person to feel part of the family,
despite their background, ideas, beliefs, or style. The vast cultures represented are supported
regardless of the language they speak and they are embraced just as others are. The ongoing
8/8/2019 Hyatt Regency Dallas Synthesizing Report
26/30
26
commitment of expressing true service and hospitality on all levels, must begin internally and
then represented externally also. Every action and choice that the associates make reflects the
values of hospitality on a higher level than original service. They have the ability to meet the
expectations as all other companies do, or they can set themselves apart by going above and
beyond and exceeding what is desired. The diverse environment creates opportunities, one of
which is learning a second language like Spanish.
The Hyatt delights their associates which empowers them to do the same for their
guests. Responsibility and growth go hand and hand which is why the company holds every
person accountable for their actions. Once a year, the hotel joins with a sister establishment and
they celebrate diversity among their people. For a whole week, the employee cafeteria provides a
full course meal of different cultures each day while holding events that express talents of
individuals. The events include a talent show, a free car wash were upper management does the
washing, free snacks throughout the say, and so on. Competency within the workplace is
phenomenal because everyone has an open mind and they are respectful. Honestly, they have
implemented many ways to express their acceptance and desire for a multicultural atmosphere to
the point where nothing else is really needed.
A wellrounded, assorted team will allow for opportunities within the company.
As well as, companies would be unable to expand beyond a local level without some type of
technology. That goes to say that the Hyatt falls among the top of the list for the hospitality
industry because they are a very diverse, technologically advanced business that ensures unique
hospitality to each and every individual that crosses their path.
8/8/2019 Hyatt Regency Dallas Synthesizing Report
27/30
27
Conclusion & Recommendations
Hyatt Regency Dallas is a wonderful place to work. They take pride in guest
satisfaction to ensure that the company goal is upheld no matter the circumstances. The hotel
encourages each employee to take responsibility for the success of our property by how we act
and what we do daily. As a whole, we all share the same focus of providing exceptional
customer service and this could not be achieved without communication and structure. They both
go hand in hand to maintain order in such a large organization.
The hotel is a well structured company that allows room for associate feedback
and interaction. The satisfaction within the organization comes from enforcing policies and
procedures, but also by keeping the best interest of the guests. By allowing the staff to
communicate, it encourages a trusted environment where they feel as if they matter. The
employees have the greatest amount of knowledge about the guests because they work directly
with those individuals. Similarly, pride derives from the exceptional amount of culture within the
company.
A culture cannot survive without Ethics and Social Responsibilities in place
because they are critical elements which help with establishment and growth. A company, as
large as this one, must carry out and enforce all of the original components that formed the
backbone of what is known as a Diverse Differentiated Culture. Not to mention, reaching out and
touching the lives of every individual that crosses our path, also sets the Hyatt apart from others.
A successful organization must embody social networks to allow people to be able
to communicate while encouraging leadership to influence change and dedication. A network of
diverse people will in return promote a variety of relationships. But, leadership in not limited to
authority figures it just typically initiates there. The company as a whole focuses on change and
8/8/2019 Hyatt Regency Dallas Synthesizing Report
28/30
28
allowing associates to take action to help make a difference without disturbing the power and
teams that are established.
Communication is affected by conflict more so than teams or power because when
people become threatened then they begin to block out what people have to say. In doing such,
the environment becomes hard to work in and difficult to complete the original goal at hand. It
can be managed better by conducting a meeting to make sure that all employees are on the same
page, desiring to make a difference in the lives of every person they interact with. But, it starts
by working in a team and not focusing on ones self.
According to Cheney, Christensen, et al, rationality, decision making, and use of
information along with change and communication, all play a role in the success of a company
(Cheney, Christian, et al, 2004). The Hyatt as a whole maintains a formal and informal way of
making decisions to ensure variety and to allow flexibility among the superior in the way they
address situations. Change occurs when you least expect it, so instead of resisting it, grasp it and
allow it to run its course.
A wellrounded, assorted team will allow for opportunities within the company.
As well as, companies would be unable to expand beyond a local level without some type of
technology. That goes to say that the Hyatt falls among the top of the list for the hospitality
industry because they are a very diverse, technologically advanced business that ensures unique
hospitality to each and every individual that crosses their path.
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 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.
8/8/2019 Hyatt Regency Dallas Synthesizing Report
29/30
29
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
allows for the informal use of communication which makes the organization a more relaxed,
family oriented, enjoyable place to engage.
8/8/2019 Hyatt Regency Dallas Synthesizing Report
30/30
30
References
Cheney, G., Christensen, L.T., Zorn, T.E., Ganesh, S. (2004). Organizational Communication in
an Age of Globalization: Issues, Reflections, Practices. Long Grove, Illinois: Waveland
Press, Inc.
Farley, K. (2010).Hyatt. Retrieved July 09, 2010, from http://www.hyatt.com/hyatt/index.jsp
Top Related