Which hotel chain has the most diverse staff?
Britta Leick-Milde was in the cafeteria when she had a revelation. As general manager of the Hyatt Regency Kolkata (the first female GM for Hyatt in India), she was inspecting a new coffee machine. She turned to a man who worked in the kitchen and asked if he knew anything about cleaning the machine. He was Bengali, but he answered in fluent English. "I went to HR and said, 'There's someone in the cafeteria who speaks fluent English. Maybe we should put him in another position, where he can speak with the customers.'" She was told that he needed the flexibility of his position, because he was taking night classes in IT. So Leick-Milde arranged for him to work part time in the hotel's IT department so he could get experience in the field he was most interested in. "Listening to people is very important," she said.