James Dinnall James Dinnall began his Hyatt career in the summer of 1997 working as a Rooms Division Corporate Intern at the Grand Hyatt New York. In the summer of 1998, he helped to open Hyatt Regency McCormick Place in Chicago as a Food & Beverage Corporate Intern, and in January of 1999 began fulltime employment at Hyatt Regency McCormick Place as a Corporate Management Trainee, Assistant Executive Housekeeper and Assistant Front Office Manager. He then was promoted to Hyatt Regency O'Hare, where he worked as Assistant Executive Housekeeper, Hotel Assistant Manager and Front Office Manager. And in March of 2004, he was promoted to Executive Housekeeper at the Hyatt Regency Indianapolis. Prior to working for Hyatt, Dinnall held positions at Walt Disney World Resort in Orlando, Fla., and ARAMARK Food Service in Dover, Del. Dinnall is a 1999 graduate of Delaware State University with a degree in Hospitality Management. Q: How and why did you become a Hyatt employee? A: I was first introduced to Hyatt in November of 1996 at the first annual Hyatt/HPBCU consortium in New York City. This program allows students to attend the International Hotel/Motel & Restaurant show and interview for summer internships with Hyatt. I became a Hyatt employee because Hyatt is committed to every guest having a positive experience. The atmosphere allows for personal growth and independent decision-making. At each property, a member of the Executive Committee served as my mentor and took interest in my advancement. Q: What are the main reasons you have stayed with Hyatt for more than five years? A: I have stayed with Hyatt because of its reputation within and outside of the industry. It is a well-respected company and is committed to satisfying every guest, employee and owner. Hyatt allows you to be an entrepreneur within your department and encourages you to look for ways to enhance the customer's experience. Hyatt also has customer loyalty measurement and performance review programs that are unparalleled. Q: How do you deal with difficult situations in the workplace, such as a disgruntled customer? A: I listen to them. When a guest has a problem, a large majority of them only want to be heard. They want to make sure that you recognize their problem and have it corrected so that it does not resurface. It is too easy for one to think that a frustrated guest is only after compensation. Following up with them by writing a heart-felt apology letter is a good way to regain their trust. Q: What is the most memorable place you've used your complimentary room nights? A: The most memorable place that I used my comp days was at Hyatt Charles De Gaulle in Paris, France. In January of 2004, I got engaged while staying there. Q: What is your typical workday like? A: Most of my days are crazy, but fun. The best thing about my job is that it is not repetitious. No two days are alike and each situation, guest and employee is unique. You have to be a forward thinker. Q: How do you interpret Hyatt's diversity initiatives and how do you contribute to their success? A: Hyatt is committed to being the employer and hospitality company of choice for an emerging diverse population. Being recognized as one of the best companies for minorities solidifies Hyatt's diversity efforts. I contribute to its success by speaking on diversity panels and sharing my experiences with students and recent graduates. James Dinnall, Executive Housekeeper at Hyatt Regency Indianapolis, is a native of Paterson, N.J., and enjoys traveling and reading in his free time.