As Grand Hyatt Singapore approaches the final completion of its multi-year transformation with the reopening of the iconic Grand Wing, Grand Club Lounge and the beloved lounge, 10|Scotts, the heartbeat of its operations is fuelled by a team of trusted associates over five decades.

As flexible work models, start-up culture, and digital-first careers reshape workplace expectations, hospitality faces a unique challenge. It relies on the power of presence. At Grand Hyatt Singapore, service is not remote, outsourced, or transactional. It is personal, built through daily human connection, and brought to life by individuals who care deeply about creating meaningful experiences.

Guided by Hyatt's global World of Care philosophy, Grand Hyatt Singapore champions a culture that genuinely cares for associates, guests, and the local community that it serves. As the hospitality industry faces an evolving landscape of manpower challenges, the hotel's approach towards service excellence remains firmly people-first, ensuring that care is not just a theory but a daily practice across every guest touchpoint.

“At Grand Hyatt Singapore, it has been proven that when we care for our people, they will in turn care for our guests. Employee success is a simple yet profound commitment that has helped us to weather challenges, nurture loyalty, and create a truly extraordinary environment where everyone feels a sense of belonging,” said Susan Gan, Director of Human Resources, Grand Hyatt Singapore.

In today's fast-moving world, where some careers are built to move quickly, a career at Grand Hyatt Singapore is built to last. Professional development is quietly enduring in an environment where people belong, grow, and contribute over time. While others may prioritise rapid change, trusted associates at this hotel remain committed to consistency, purpose, and care that stands the test of time.

Purpose has become a defining priority for many in the modern workforce. Yet in hospitality, purpose has always been at the core. The impact is immediate and human, felt in every warm welcome, every cherished detail, and every act of genuine care.

A Culture Built on Genuine Care

From recruitment to retention, Grand Hyatt Singapore ensures that genuine care is ingrained deeply into the associate experience. New hires are welcomed through a buddy system, comprehensive orientation, and regular check-in conversations throughout their first year. The hotel's World of Care committees, formed across every department, further anchor Hyatt's values into daily operations and daily way of life. 

Flexibility, well-being, and inclusion are corner stones of the hotel's talent retention strategy:

• Flexible Work Arrangements the Elderly: Associates, particularly aged colleagues, are offered customised work schedules, including three-day work weeks and staggered shifts to support work-life balance.
• Wellness Initiatives: Since 2024, associates are entitled to one day of “wellness leave” to recharge in ways meaningful to them—from spa days to personal hobbies—as well as activities, such as mindful meditation, wellness week and walks to the UNESCO World Heritage Site, Singapore Botanic Gardens. Other wellness benefits include yoga classes and access to the Headspace mobile application to promote mental wellbeing.
• Diverse and Inclusive Workforce: With associates from diverse backgrounds hailing from over 21 countries, and more than 47 associates aged 63 and above (the oldest associate is 79 years old), Grand Hyatt Singapore exemplifies inter-generational strength. The hotel was also the first five-star property in Singapore to incorporate the hijab as part of its uniform and has proudly signed the Singapore President's Challenge Enabling Employment Pledge since 2020 to support persons with disabilities.
• Freedom of Self-Expression: A disruptive move in the hotel's transformation is its flamboyant uniform design. While most uniformed services regiments standardised uniform designs as a sign of discipline and professionalism, Grand Hyatt Singapore's new uniform manifests the vibrance of its workforce and diverse personalities. Each associate is empowered to choose their uniform from four colours to be worn according to their whims and fancies.

A Legacy of Loyalty

Grand Hyatt Singapore is a family in every sense—literally and figuratively. Over 35 percent of associates have served the hotel for more than a decade, and 8.2 percent are proud retirees, who have continued to contribute after an average tenure of 38 years.

These are not simply heart-warming anecdotes but examples of how long-term careers can flourish in a values-led environment. At Grand Hyatt Singapore, progression is earned, recognised, and celebrated. From interns to senior leaders, and across generations of families who have chosen to grow with us, we believe staying power reflects staying purposefully.

Some have built family bonds within the hotel's walls: siblings, relatives, and even parents and children now work side-by-side. Celebrated associates like Ms. Doris Chan, affectionately known as Aunty Doris, who has worked in the Laundry Department for 54 years and witnessed over five decades of change, exemplify the spirit of enduring loyalty and heartfelt service.  Another service superstar, the affable Kakak Azizah Sulaiman (Sister Azizah in Malay) at the Grand Club, who met her husband at Grand Hyatt Singapore, now works alongside her two sons in the Rooms Department.  Other family tag teams include a pair of sisters, Lorraine and Czarina Garrido in Food & Beverage; as well as the trio of siblings, Clyric, Douglas and Jocelyn Ng, in Engineering and Human Resources departments.

Community-centric Approach to Employee Success

According to industry projections, Singapore's hospitality sector is expected to face a 13,000-worker shortfall by 2027. Cultivating loyalty, inclusiveness, and meaning at work is not just good practice. It is a strategic imperative.

Amidst a highly competitive labour market, Grand Hyatt Singapore continues to invest in local community outreach as part of its recruitment strategy. Some examples include:

• Collaborations with secondary schools, ITEs, polytechnics, and universities for internships and work-study programmes.
• Partnership with organisations, like SG Enable, Dignity Kitchen, and Yellow Ribbon, to support inclusive hiring.
• Active participation in government initiatives, such as Workforce Singapore's career conversion programmes.
• Hosting in-hotel mass recruitment drives, open house career fairs, and learning journeys to inspire hoteliers of the future.

Beyond the recruitment process, the hotel's true secret to employee success lies in the empowerment of associates to grow their own career with purpose, in an environment where every voice matters regardless of race, creed or colour.  Over the decades, many fine hoteliers helming senior positions at the world's greatest hotels have built their foundations at Grand Hyatt Singapore.

Internally, the hotel has retained top talents who rose through the ranks, such as the charming Abdul Rahman Bin Abdullah (more popularly known as “Mike”), who joined the team more than 40 years ago and is now the F&B Service Experience Manager at StraitsKitchen with regional remit to support and train associates at sister hotels. The hotel's Leadership Committee comprises several executives, who started from interns and now play strategic roles in the transformation process, like the EAM of F&B, Sebastian Kern whose career at Hyatt began as an intern.

At Grand Hyatt Singapore, staying is the success story. As proven by generations of trusted associates, the employees do not just fill roles. They grow into leaders, mentors, and culture bearers.

Caring Beyond the Hotel

Grand Hyatt Singapore's World of Care commitment extends into the wider community. Associates participate in annual initiatives, such as the April Month of Service and December Global Month of Gratitude. The hotel has also supported local social enterprises, like Project Dignity, Special Thots, and community groups including Food from the Heart, Jamiyah Home, and Children's Society, reinforcing a spirit of giving back and paying forward.

“At Grand Hyatt Singapore, care is not just an internal promise – it is a ripple effect that we hope to create in the lives of everyone we touch in a place where live, work and play,” added Ms. Gan.  

A Grand New Chapter, Rooted in People

As Grand Hyatt Singapore fully reopens this June, unveiling the transformed Grand Wing and Grand Club Lounge, it remains steadfast in the belief that grand experiences are built by extraordinary people. With renewed spaces and a re-energised spirit, the hotel stands ready to embark on the next chapter of iconic, meaningful memories for guests, and most importantly, for its trusted team of associates. 

Because in a world where everything moves fast, real luxury is often found in what stays constant. People who care, and places that help them thrive.

For more information, please visit Grand Hyatt Singapore or follow @grandhyattsing, #GrandHyattSingapore #MoreWithGrand on Facebook and Instagram.