Grand Hyatt Singapore, which is approaching the final stages of its multi-year transformation, has recognised the contribution of its trusted associates and people-first culture to building a strong operational foundation.
In a press statement, the hotel in Singapore’s prime shopping district acknowledges the impact of flexible work models, start-up culture, and digital-first careers on workplace expectations in the hospitality industry.
It noted that hospitality relies on the power of presence, and that service is not remote, outsourced, or transactional. Instead, it is personal, built through daily human connection, and brought to life by individuals who care deeply about creating meaningful experiences.
To tackle manpower challenges and ensure successful competition through genuine service, the hotel has chosen to take a people-first approach towards talent management.
Susan Gan, director of human resources, Grand Hyatt Singapore, explained: “It has been proven that when we care for our people, they will in turn care for our guests. Employee success is a simple yet profound commitment that has helped us to weather challenges, nurture loyalty, and create a truly extraordinary environment where everyone feels a sense of belonging.”
From recruitment to retention, the hotel ensures that genuine care is ingrained deeply into the associate experience. New hires are welcomed through a buddy system, comprehensive orientation, and regular check-in conversations throughout their first year. The hotel’s World of Care committees, formed across every department, further anchor Hyatt’s values into daily operations and daily way of life.
Flexibility, well-being, and inclusion are corner stones of the hotel’s talent retention strategy. There are flexible work arrangements for elderly associates; wellness Initiatives for staff; a commitment to building a diverse and inclusive workforce, where staff hail from diverse backgrounds and age groups; and a belief in freedom of self-expression, where staff are empowered to choose their uniform from four colours to be worn according to their whims and fancies.
The hotel’s people-first culture through the ages has resulted in strong staff loyalty. Over 35 per cent of associates have served the hotel for more than a decade, and 8.2 per cent are proud retirees, who have continued to contribute after an average tenure of 38 years.
Meanwhile, to address intensifying manpower challenges in Singapore, the hotel continues to invest in local community outreach as part of its recruitment strategy. Among its many initiatives are collaborations with secondary schools and higher education establishments on internships and work-study programmes.
