As part of their tourism-themed month, the Saipan Young Professionals Committee recently got a behind-the-scenes tour of Hyatt Regency Saipan.
“This tour gave us the opportunity to understand how hotels operate following a natural disaster such as Typhoon Soudelor, as well as the steps they’ve taken to keep their hotel operation running smoothly and efficiently,” said SYP chair Mable Ayuyu.
SYP members were given an inside look at the various departments within the hotel by F&B director (and SYP member) Ty Pauling and chef Zenn Tomokane. They learned about important key components to its daily operation including power generation and water distribution, as well as the food-ordering process. In addition, SYP members learned about the different elements of the Hyatt “experience” including front desk services, restaurants, guest amenities and more.
“As a committee of the Saipan Chamber of Commerce, it’s critical that we understand the adverse impact that natural disasters have on businesses that cater to a large customer base. It is a great learning experience for us to fully understand how large companies like Hyatt identify problems and proactively find ways to solve them,” said Ayuyu.
During the tour, committee members discussed the current challenges that the hotel industry faces including employee turnover, high room occupancy rates, the increasing number of job applicants for a single position, and the impending expiration of government land leases for hotels.
SYP members said their experience was both educational and insightful. SYP member Michelle Villacrusis of MARPAC said: “It was great to go behind the scenes of Hyatt Regency and learn about the different aspects of the business. I saw how much work and team effort it takes to create the luxurious experience for all of their guests.”
SYP member Vivien Viernes added that the tour had a personal meaning to her. “Both of my parents actually work at the hotel and have been working there for more than 20 years, so the tour gave me a visual insight and a better understanding of the everyday challenges and difficulties they must face,” said Viernes. “The most important information I have garnered from the tour about the hotel industry was the dedication, not to mention long hours, every employee must present in their duties to assure that all guest experience is beyond satisfaction.”
Ayuyu said the tour gave SYP members the opportunity to learn how hotels address emergency situations. “It allowed us to pinpoint what they’ve done to maintain the customer experience while dealing with situations beyond their control. Their experience has given us the opportunity to learn from them and to make smart choices for our own businesses or for the companies that we work for.” (SCC)