by Max Marbut
Staff Writer
Punxsutawney Phil saw his shadow yesterday at Gobblers Knob in Pennsylvania. If you believe in the legend about the world’s most famous groundhog that means six more weeks of winter.
The department directors at the Hyatt also saw their shadows yesterday, but it had nothing to do with forecasting the weather. They were part of “Groundhog Shadow Day,” a tradition that brings students considering careers in the hospitality industry into Hyatt hotels nationwide for some hands-on experience.
This year 25 students from Fletcher High who participate in the hospitality studies program checked in at the hotel, were issued assignments and uniforms and then went to work in departments throughout the hotel. Some worked in what’s called “the front of the house,” like at the front desk and in guest services, while others took their posts in the “back of the house,” including the kitchen.
“This is a way for the students to get some experience through seeing the hospitality business at work,” said Mary Hayes, the lead teacher at Fletcher’s hospitality program.
The Hyatt’s department heads took turns welcoming their guests and giving the temporary workers an overview of what each department does to keep the hotel humming.
General Manager Dan King greeted the group and told them, “There are two sets of customers at the Hyatt: our associates and our guests, and we treat both groups the same way.”
Employment Manager Roszana DeSue then provided instruction on what she called the “Service Essentials” for every Hyatt in the world.
“First of all, greet every guest with a smile. Second, use the guest’s name at every opportunity. Third, provide quick and efficient service. Fourth, offer assistance and provide options. And fifth, thank the guest and invite them back,” instructed De Sue.
She cautioned the group that, “When you meet people today, they don’t know you don’t work for Hyatt because you’re wearing a uniform.”
DeSue also said that the job shadowing day has been on the calendar every year since the Hyatt flag first flew over Downtown’s largest hotel and several past participants in the high school program have been hired after they graduated.
Denise Ellis is sales manager at the hotel. Before she took her department’s job shadowers on a tour of the building she said her own children might be future candidates for the program at Fletcher.
“I remember one time when my son stayed home from school and he called me at work to ask if I would pick up a burger for him on my way home. He also asked me to stop by Publix and bring him some ‘assorted sodas’ – which is a hotel term.
“My daughter went on a trip with some friends and when she came back she said she couldn’t believe her mom would book her into a hotel that didn’t offer room service. I guess the business gets in your blood – and your children’s,” said Ellis.
Christian Giles is a junior at Fletcher and worked in the Hyatt’s pastry department helping make chocolate cakes for a banquet. She said last year she worked in the executive office and wanted to try something different this time.
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