Hyatt launches global franchise, owner relations organization

Hyatt is looking to expand the franchise portfolio and increase property performance by further elevating its guest and customer personalization strategy. Photo credit: Hyatt Hotels Corp. (Hyatt Regency Houston)

Hyatt Hotels Corp. is launching a new global franchise and owner relations organization that aims to advance care for owners and operators, enhance the guest and customer experience and support accelerated franchise growth.
In close consultation with its hotel owners and operators, Hyatt is dedicating focused resources to support this key stakeholder group in an effort to expand the franchise portfolio and increase property performance by further elevating Hyatt’s guest and customer personalization strategy. 
The group will be led by Hyatt veteran Jim Chu. In his expanded role as EVP global franchising and development, Chu will oversee the global strategy for owner/operator relations and development. He will continue to report to Chuck Floyd, global president of operations.
“At Hyatt, we feel strongly that the best way to operate is with a diverse portfolio of owned, managed and franchised properties,” Chu said. “As a fellow owner, we have a critical understanding for what our owners and operators are experiencing—in both the good times and the challenging times—which enables us to collaborate with a heightened sense of empathy and focus.”
Hyatt’s new franchise operations team will focus on driving financial performance and will be led by Paul Daly in his new role as SVP franchise operations, reporting to Chu. Daly will lead a cross-functional team covering commercial services, performance, operations and learning and development. Through this approach, the team will provide resources designed to help franchisees achieve operating excellence and drive revenue.
“Hyatt is experiencing tremendous growth illustrated by our industry-leading net rooms growth and the recent milestone of our 500th Hyatt House/Hyatt Place property in operation,” Daly said. “We are growing at a fast rate and we see a tremendous opportunity at this moment in time to create a dedicated team laser-focused on cultivating closer relationships and providing franchise owners and operators with support and enhanced tools designed to maximize performance.”