Hyatt Regency Dallas Synthesizing Report

Brigitte M. Jones

BC 345: Organizational Communication

Dr. Patricia Addesso

Jones International University

August 26, 2010

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Table of Contents

Executive Summary.........................................................................................................................3
Organization Profile ........................................................................................................................4
Single Unit Summary...................................................................................................................4
Plan for Gathering Information................................................................................................5
Examination of Association.............................................................................................................6
Structure ......................................................................................................................................7
Appropriate Communication Examples...................................................................................7
Company’s Culture..........................................................................................................................8
Ethics Code................................................................................................................................10
Corporate Social Responsibility ...............................................................................................11
Social Networks.............................................................................................................................11
Core Competencies....................................................................................................................13
Leadership......................................................................................................................................13
Use of Teams.................................................................................................................................14
Power and Control.........................................................................................................................16
Reward Power............................................................................................................................16
Coercive Power..........................................................................................................................16
Legitimate Power.......................................................................................................................16
Referent Power...........................................................................................................................17
Expert Power..............................................................................................................................17
Conflict within Corporation...........................................................................................................17
Breakdown of Change...................................................................................................................18
First Order ................................................................................................................................19
Second Order.............................................................................................................................19
Decision-Making Processes...........................................................................................................21
Information & Communication..................................................................................................21
Impact Organizational Climate..................................................................................................22
Communication Technologies.......................................................................................................23
Moving Ahead...........................................................................................................................24
Global Concerns............................................................................................................................24
Multicultural & Diversity .........................................................................................................25
Conclusion & Recommendations .................................................................................................27
References......................................................................................................................................30
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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 company’s

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.

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Organization Profile

Hyatt Hotels Corporation, formerly known as Global Hyatt Corporation, is

considered one of the world’s 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 company’s

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 City’s 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
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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 company’s

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.

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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.
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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
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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 guest’s 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.

Company’s 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
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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, it’s 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

Café, Front Desk, Coffee’s 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

café. 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.

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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 baby’s 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.

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Corporate Social Responsibility

“Our initiatives, which fall into five key elements – Commitment, Accountability,

Measurement, Development and Communication - maintain and enhance Hyatt’s 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 company’s 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
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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.
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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 guest’s 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, Mondule’s, Thorton’s 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
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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.
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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
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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 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 (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
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(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
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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 one’s 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
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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
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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.

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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
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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
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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
 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

manger’s 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
 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
 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 well—rounded, 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.

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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
 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 one’s 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 well—rounded, 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.
 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.

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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