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William MacMillan, Grand Hyatt
William “Mac” MacMillan has spent a lifetime focused on customer service. Forty-two years have been with the Hyatt family and since 1972, he’s been our Bell Captain at the Grand Hyatt. He currently holds the most tenure for all Hyatt Hotels and Resorts. But it isn’t just the length of service that makes Mac a legend. The personal connection made with every guest he encounters, always finding a way to tailor an interaction around an interest or emotion expressed that makes him a model of the industry and a leader for his peers and colleagues. As a new hire trainer and a coach for new managers, he conveys his expertise and models his customer skills with a warm and gracious manner. He instills in all the importance of conveying the needs of repeat guests who then become loyal guests. After making a connection with a guest who stayed last year, he learned that the area in which he lived was being devastated by wild fires. He searched for the home number, made a call and discovered all was well. Needless to say the guest felt extremely touched by this gesture of kindness.
Mac’s gift for remembering guests is awe inspiring. He has interacted with almost every city-wide convention contact and of course, has instant recall of when they had their conference. He remembers if a return guest attended a convention or if they were at the hotel for a family vacation. Additionally, one would be hard pressed to find anyone who knows