Every company that hopes to succeed in today’s competitive business environment must strive to ensure they are customer-focused. However, an organisation that not only adopts this approach, but also goes all out in making its staff feel as valued as its customers, is one that is turning a strategy into a culture.

There are few sectors in which this is more necessary than Hong Kong’s busy hospitality sector and for Hyatt Hotels Hong Kong, its efforts to integrate its values in such a way has once again earned it recognition as one of the Best Companies to Work For in Greater China.

This is the third consecutive year in which Hyatt has won this award. To shed more light on the qualities that keep the group in the spotlight, Classified Post spoke to a trio of long-serving current employees, all of whom were quick to highlight the supportive, inclusive and flexible culture which makes them feel they are part of the family.

Grand Hyatt Hong Kong opened for business 27 years ago and Jackson Chan has been there ever since the beginning. As transportation team leader at the hotel he is responsible for valet parking and chauffeuring guests, and he sees one of his most important duties as creating a great first impression for guests.

For Chan, the way Hyatt promotes teamwork and an open-minded approach – as opposed to adhering to a strict hierarchical structure – is something he greatly values. He also respects how the group provides opportunities for career advancement regardless of previous education or experience.

“In my 27 years I’ve seen a lot of my colleagues go from the lowest to higher levels,” he says. “It’s not because of their university education, but because this company gives them the training and the chance to be successful.”

Chan sees one of his most important duties as creating a great first impression for guests. He says that that the look of the hotel’s entrance and the demeanour presented by himself and his “colleagues” – as Hyatt refers to those the people who work at its properties – are among the main factors that shape guests’ perceptions.

“When new colleagues join our team, I have to tell them about their responsibilities and show them what they need to do. Though the job is simple enough, you need to be smart in identifying and understanding the mood and needs of guests on an individual basis,” he explains.Chan notes that besides getting to drive some amazing cars, one of the most enjoyable aspects of his job is working with his colleagues. “They are just like my brothers and sisters. Every day when I come to work, it is like coming to a second home.”

Choki Wong is assistant manager of the café at Hyatt Regency Hong Kong, Tsim Sha Tsui. As well as looking after guests who visit the café, Wong is responsible for managing and training her colleagues, overseeing room service – which sees her co-ordinating with various other departments in seeking ways to take care of customers and keep them happy and satisfied – and working with the kitchen team to plan different promotions to boost revenue.

Wong joined the Hyatt Regency’s events department when it opened in 2009. She worked as a part-time waitress before becoming permanent staff in 2012. She was then promoted to team leader and this year became an assistant manager. She explains that one of the main reasons she committed to a full-time position with Hyatt was the opportunity for learning and development.

“There is a strong focus on training, even for casual staff,” she explains. “Before an event, hotel management will devote up to an hour to training prior to the start of duties so everyone is completely clear about the standards and requirements for that particular event.”

The hotel’s emphasis on inclusion also helped convince Wong that she could forge a career as a full-time associate with Hyatt. “When I was a casual worker, I didn’t feel neglected in terms of communication. When managers shared case studies, and discussed issues and challenges, they included casual workers in the group.”

For Phyllis Lai, front office manager at the Hyatt Regency Hong Kong, Sha Tin, her main duties include taking care of both hotel guests and her colleagues at the front desk, ensuring both are happy with their Hyatt experience. Though born in Hong Kong, Lai joined Hyatt in Hawaii straight after graduation in 2009 after spending her university years there.

“I started as a front-office guest service agent,” she explains. “After about a year and a half I got promoted to the supervisor job at the front desk. Then, after returning to Hong Kong, I joined Hyatt’s corporate leadership programme, which is a one-year programme that allows associates to try different departments.”

Echoing Wong’s feelings about inclusion, Lai says she feels genuinely appreciated by management. “My manager is very open-minded and will listen to my ideas and opinions,” she notes. “The management team has regular meetings with frontline staff to hear what they have to say, especially the challenges they face and the positive things they want to share.”

Lai believes the company does its best to listen to the needs of its colleagues and make improvements where necessary. She cites the “Walk in Your Shoes” programme as an example of the ways in which senior management endeavours to stay in touch with the day-to-day experiences of Hyatt staff.

In this programme, general managers and department heads take time out from their normal roles to wear the uniforms and take on the workloads of other colleagues, from room attendants and pastry chefs to engineers and painters.

Lai says she learns something new every day in her job. From the challenges involved with meeting customers’ daily needs to dealing with things like non-functioning toilets and fire drills, the range of issues that can arise is endless. But these challenges are part of what makes her job interesting and enjoyable.

“You never know what’s going to happen,” she points out. “It’s a very tough job but it’s very satisfying. At the end of each day you feel like you’ve accomplished a lot.”

SUCCESS SECRETS

Development  Hyatt provides opportunities for learning, training and career advancement regardless of previous education and experience.

Inclusion  Casual workers are treated as regular members of the team, receiving equal attention as their full-time counterparts.

Appreciation  Managers are open-minded and welcome ideas and opinions, understanding the importance of first-hand experience.

This article appeared in the Classified Post print edition as Uniting vision with values .