The communications consultant in me watches intently as companies do great (and not so great) things with communications every day. Today, I just need to gush about Hyatt Hotels.
I first realized Hyatt was doing something exceptional when the company tapped me last year to develop an employee story series for the company intranet.
To my shock and delight, every colleague I interviewed – from senior leaders to the housekeeping staff – could articulate the company’s (relatively new) purpose. Word. For. Word.
More impressive, however, was the deeply passionate, sincere way these colleagues expressed their commitment to the purpose – “caring for people so they can be their best” – across all levels of the organization. (So much so, that the cynic in me thought it might just be a bunch of talk.)
Then, I saw Hyatt’s purpose showing up everywhere.
In this raving Twitter review (#HyattplaceGetsMe), a guest in the entertainment business shares that in a public interview, he briefly mentioned that he really enjoys drinking chocolate milk before bed. Months later, after a long day of work and travel, he was shocked and delighted when he checked into his Hyatt hotel room… and found his favorite treat waiting for him. Somewhere, a Hyatt employee had been paying attention, made a note of this guest’s favorite late-night snack, and translated it into a special hospitality experience… months down the road.
In my own Facebook feed, a frequent traveler friend recently posted that she, too, adores Hyatt, because the hotel manager recognizes her every time she stays at a particular hotel… and seems genuinely happy to see her. On her last trip, she said that the hotel’s morning chef stopped by her table to make sure she ate her breakfast. How’s that for care?
These experiences go beyond a hotel’s comfort, cleanliness, location, convenience, style and prestige, and demonstrate the powerful impact employees can have when they sincerely – and emotionally – embrace their organization’s purpose.
Over the last year, I’ve read stories of front desk agents visiting guests in the hospital, colleagues stepping in to escort folks down the aisle, housekeepers framing photos of peoples’ pets and leaving them on their nightstands to alleviate homesickness… One colleague even lent a desperate, late-arriving guest his own suit and shoes when the guest forgot his own for an early-morning job interview. (He got the job.)
Beyond these guest-facing experiences, I’ve also heard Hyatt colleagues share how living their company’s purpose has made them kinder, more thoughtful co-workers, more patient and attentive family members and more active volunteers in their local communities.
When you combine Hyatt’s powerful internal purpose storytelling with its external World of Hyatt ad, and this creative discovery-inspired video series – made with the help of Hyatt employees – it kinda makes you want to stay with Hyatt, no?
The thread linking these text and visual stories together is a unique combination of employee pride and enthusiasm for connection, humility, and a passion for hospitality – all grounded in the company purpose.
Hyatt colleagues – whether they’re valet parking cars, maintaining resort grounds, tidying rooms, leading sales, or working the front desk – are embracing this company’s purpose worldwide… and seem to honestly love doing so. It’s no wonder Hyatt is racking up Great Place to Work recognition – at both the regional and corporate levels. This company’s employee engagement – and the storytelling supporting it – is nothing short of inspiring because Hyatt knows:
- When employees feel seen, heard, valued, and appreciated, this behavior naturally extends to a company’s guests/customers/shoppers/fliers/diners/etc. Company profits and brand loyalty rise along with it. A healthy corporate culture also results in better retention, which contributes to the bottom line.
- Authenticity is critical. Hyatt leaders encourage (and trust) colleagues to embrace and deliver the company purpose in their own, authentic ways. This trust shows respect for employees’ judgment, and in turn, colleagues at all levels feel empowered to take meaningful, empathetic action.
- Strong, consistent storytelling recognizes desired employee behaviors and helps drive a company’s purpose and culture. Rolling out and training employees on a company’s purpose is the critical first step, but ongoing internal and external storytelling keeps the momentum going and also helps recruit like-minded talent.
Strong storytelling and employee recognition articulate the behaviors a company expects its colleagues to put into practice every day, and also offers employees concrete actions they can use as models for their own choices and behavior.
Everyone loves a great story, and everyone wants to work for a company with a great culture. Hyatt’s leaders know that powerful storytelling – paired with smart training, consistent corporate communications… and a little chocolate milk – wins the hearts and minds of guests and colleagues alike.
With more than two decades of communications experience spanning agencies, Fortune-100 organizations, non-profits and academia, Kristi Hinck Mills today brings her passion for communications to CommsLede Consulting. Her professional and strategic background help her deliver smart, targeted solutions for her clients – on time and within budget.
