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“We Truly Listened to Our Guests”

“We Truly Listened to Our Guests”

Rethinking the Redesign of the Hyatt Regency Chicago

(p.135) 6 “We Truly Listened to Our Guests”
Housekeeping By Design
David Brody
University of Chicago Press

The final chapter draws on interviews conducted by Brody at the Hyatt Regency Chicago to describe how housekeepers responded to the 2011 renovation of the enormous hotel, which has more than two thousand rooms. Through these interviews, Brody reveals how the Hyatt workers’ day-to-day lives were adversely affected by the Hyatt management’s unilateral design decisions, which led to housekeepers’ physical pain and emotional duress during and after the renovation. Brody then explains how these workers fought against corporately driven choices through various union-led actions.

Keywords:   Hyatt, Chicago, hotels, renovation, corporate decision making, hotel management, design, housekeeping, unions

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