Interview: How Hyatt’s CEO Empowers Employees to Drive the Guest Experience
Photo Credit: Hyatt Hotels CEO Mark Hoplamazian. Hyatt Hotels
Skift Take
Hoplamazian looks at the guest experience from the inside out and is more focused on internal procedures and culture that empower employees than external technology or stunts that builds buzz.
Editor’s Note: This interview is part of Skift's CEO interview series. This particular series is with hospitality CEOs talking about the Future of the Guest Experience and the evolving expectations and demands of hotel guests. Check out all the interviews as they come out here. Also, enjoy the previous series on the Future of Travel Booking, with online travel CEOs.
Hyatt Hotels came out of the global recession with a jetpack strapped on. The hotel group had its highest expansion year on record in 2013 and entered the all-inclusive sector with with new brands Hyatt Ziva and Hyatt Zilara. It has beat earnings estimates for the last eight consecutive quarters in part due to rebounding business travel.
It's also continued to be a leader on social media through its Twitter account, which reaches out to travelers and guests to increase engagement and brand awareness.
Skift recently spoke to Hyatt CEO Mark Hoplamazian about guests' changing demands, why he changed employees' o
