The Guest Experience: Authentic Hospitality From the Ground Up



“What inspires me as a General Manager everyday is the opportunity to create an experience—make people feel good and really be happy to be here,” says General Manager Marcia Dmochowski Clark.  “For me, it’s creating those special moments.” Those special moments for Clark include seeing the smile on a child’s face when the front desk gives them a stuffed animal when they’re checking in, or when the team surprises guests because they know it’s their birthday and they have something in the room waiting for them. “We spend a lot of time here together and to create that experience, it takes a lot of synergy.”

Hyatt Sarasota has a way of empowering its staff to provide authentic hospitality by simply being themselves and bringing their whole selves to work. Ultimately, this has made all the difference in the lives of the guests they come in contact with everyday. It’s the people and culture that make guests feel right at home. “Our guests love us because we always put them fi rst, and in return, they continue to come back year after year,” says Chris Martin. “The Hyatt is different because we are a big family—if you come to visit, you become part of our extended family as well.” And for guests, there’s a genuine pleasure in seeing the same staff there when they come back again after their last stay, however many weeks or years ago. “I have made so many friendships over the years,” says Poe. “I feel like I have small families all over the world.” 

While Director of Events Carol Danisi has been with the Hyatt for many years, she’s also worked for other hotel companies prior, and is steadfast in the way Hyatt differs from other hotel chains. “We empower our associates to make decisions to benefi t our guests without searching for approval or worrying about being reprimanded,” she says. “We truly listen and respond with compassion to both our guests and associates—offering solutions to improve any situation or action.” From concierge, valet attendant, barista, housekeeper and accounting, “Everyone truly cares about each of our guests’ experiences and each other,” says Danisi. “A beautiful location means nothing if you don’t have a staff that takes pride in what they do and how it affects our guests and co-workers.”

The Hyatt Regency Sarasota | 1000 Boulevard of the Arts, Sarasota, FL

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