Having spent his entire 30-plus-year hospitality career at Hyatt, Gary Dollens’ unconventional track up the proverbial corporate ladder has taken him from front of the house to operations to design and brand development.
Doorman
Hyatt Lodge Oakbrook, Illinois
I took my first job at Hyatt—the one no one wanted because you didn’t make much money—to pay for college. Though we had free parking, I would offer valet service for free, and the guests would tip me as a result. When I left that job it was in demand because of the income I had gained. Lesson learned: Your actions can change the outcome of the role you’re in. I have done this throughout my career—acting like a chameleon to do what’s necessary to move the position forward.
Executive Housekeeper
Hyatt Regency Columbus, Ohio
I used to stay in the guestrooms before an important guest stayed in them and find all kinds of things that had great form but weren’t functional—a light switch hooked up to nothing; no garbage can where you need it. Lesson learned: the importance of form and function. It’s the reason why we build mockup rooms—even prototypical ones—in operating hotels. It’s why I sit in lobbies and watch what happens. You see how people use a space—the way you intended them to or in a completely different manner.
Executive Housekeeper
Hyatt Regency Lake Tahoe
Tahoe is one of the most beautiful places on earth, but I was focused on work and didn’t embrace the location as much as I should have. Lesson learned: Appreciate where you are when you are there. Slow down and enjoy it. We now go back to Lake Tahoe every summer.
General Manager
Hyatt Regency Washington, DC
I was at this job for six years—one of my longest stints at Hyatt. It was a great hotel with terrific people. Lesson learned: the longer you are in a job, the harder it is. During the first few years, you see the challenges, the low hanging fruit, and you start to address these. The longer you are there, you have to work to make sure you continue to move forward with fresh eyes.
Global head of product and brand development
Hyatt
We globalized our company, and my role was future looking with our brands and brand teams—what’s the overall customer experience and how do you interpret that physically? Lesson learned: one size doesn’t fit all. Don’t let the culture dictate you; all properties are different and need to be regionally relevant.
Global head of design/product and brand development
Hyatt
Now I’m again looking at form and function—how do you create a brand experience? I was at a restaurant recently and the design was great, the food was great, but the service didn’t work at all. Biggest lesson of all: nothing gets done without an army of folks all marching in the same direction. You must understand what you are trying to accomplish and what your mission is.
