Loyalty is a valued asset in any endeavor, but in the case of Gary Dollens and Hyatt, it has been a way of life since 1977. An “accidental” entry-level position at a Hyatt in Oak Brook, Illinois—he was a doorman there to pay his way through college—began a love affair with hotels (and the particular brand) that has endured to this day. His climb up the ladder was steady and sure. Among the many rungs: executive housekeeper at the Hyatt Regency Lake Tahoe and Columbus, Ohio; GM at the Hyatt Regency Washington, DC and New York; and his current title since 2014, where he’s responsible for the execution of Hyatt’s global design, overseeing all of its nine brands, and design service offices in Chicago, Zurich, Dubai, and Hong Kong.
“There’s a reason why you stay with a company for a long period of time,” he says. “I started [at Hyatt] and found it fascinating, all the different aspects of the business. When I began it was a great time for the company, the late ’70s and early ’80s. We were the ones opening the large Portman-designed atrium hotels. You’d walk into a Hyatt and there would be something special in each and every one of them.”
Dollens says he was content as vice president of North American operations when he was approached to take on the additional task of overseeing architecture and design in 2004. “It was a complete left turn for me,” he says, “but I thought, ‘What could be more fun?’” As Hyatt globalized, Dollens’ role expanded even further. “It became about the future, with all of our brands and brand teams. And I have this great opportunity to combine form and function and take responsibility for both of them.”
Asked what he loves about his time-consuming and travel-heavy job, his response is instantaneous and enthusiastic. “What’s not to love? Every aspect offers challenges and great rewards.” As he has advised his children (two of the four have entered the hospitality industry): “If you don’t really enjoy it as much as I’ve enjoyed this, go figure it out and do something else.”
