CHICAGO — Hyatt Hotels Corporation has announced a Global Care & Cleanliness Commitment to further enhance its operational guidance and resources around colleague and guest safety and peace of mind.
The multi-layered commitment builds on Hyatt’s existing protocols and will include an accreditation process by the Global Biorisk Advisory Council (GBAC) at all hotels around the world; colleague training and support resources; and a cross-functional working group of medical experts and industry professionals that will contribute to various aspects of the hotel experience.
“The world as we knew it has been fundamentally changed by COVID-19 and, when we’re all ready to travel again, we want to make sure every Hyatt colleague and guest feels confident that each aspect of our commitment is designed with their safety in mind and that we’re putting their well-being first,” says Mark Hoplamazian, president and CEO, Hyatt. “To do this, we must critically examine the hotel experience from every vantage point — from our rooms and our lobbies to our spas and dining — bringing in the latest research, technology and innovation to make that happen.”
In May 2020, Hyatt plans to introduce a GBAC STAR accreditation through a performance-based cleaning, disinfection and infectious disease-prevention program that will focus on establishing hotel environments that are sanitary, safe and healthy. GBAC is a division of ISSA, the worldwide cleaning-industry association, and is composed of leaders in the area of microbial-pathogenic threat analysis and mitigation, designed specifically to deal with biological threats and real-time crises such as the COVID-19 pandemic. The accreditation will include detailed training at more than 900 Hyatt hotels worldwide. The company plans to complement this with regular internal and third-party auditing.
In response to COVID-19, Hyatt is continuing to develop new work procedures and mandatory trainings in an effort to ensure safety for colleagues and guests. Daily colleague surveys will be introduced to measure colleague comfort, a hotel’s cleanliness, working order and customer service, enabling hotel leaders to address opportunities, make adjustments as necessary and meet colleagues’ needs in real time.
As part of Hyatt’s Global Care & Cleanliness Commitment, by September 2020, every Hyatt hotel will have at least one person on property trained as a hygiene manager, who will be responsible for their hotel adhering to new operational guidance and protocols.
Hyatt’s growing cross-functional panel — assembled at the onset of the COVID-19 crisis — is intended to provide counsel on key areas of Hyatt’s business, challenging Hyatt to act even more holistically in this new environment. Key topics in discussion include health and hygiene, colleague safety, food-and-beverage safety, travel journey, space design, technology and well-being.
“As a key part of our loyalty collaboration with Hyatt, we’re committed to looking at the holistic experience of our customers with a special focus on their well-being,” says Julie Rath, vice-president, Customer Experience, Innovation and Delivery, American Airlines and an advisor on the panel. “The benefit of this collaboration is that we can share insights from our enhancements to cleaning and protective procedures while applying best practices from Hyatt to elements of our operation.”