Interview with Michael Hooper, General Manager, Hyatt Regency

24 Feb Interview with Michael Hooper, General Manager, Hyatt Regency

Can you introduce the Hyatt Regency Trinidad, highlighting your leisure and business offerings and your contribution to the local accommodation landscape?

The Hyatt Regency Trinidad is one of the two largest hotels in the area, alongside the Hilton, featuring 422 rooms and approximately 40,000 square feet of meeting space. Our largest ballroom accommodates over 1,000 guests, with a secondary ballroom for nearly 700. We are popular with locals due to our diverse food and beverage offerings, including a renowned breakfast buffet, a themed Saturday night buffet and a popular Sunday brunch. Our outdoor dining area, featuring entertainment three to four days a week, enhances the appeal.

The hotel is a favored spot for dining, celebrations and events such as weddings, corporate meetings and social gatherings. Over the years, we have built a reputation for excellent food, attentive service and a vibrant atmosphere. Our spa, open five days a week, attracts many visitors and our guest rooms cater to local staycations, which is a unique aspect of our business compared to other locations I’ve managed. The high expectations of the local community motivate us to consistently deliver exceptional service. Our popularity amongst Trinidadians occurs at least in part because of distance from mainland continents: whereas other islands are closer to the United States, Trinidad, in contrast, as the southernmost Caribbean island is farther and more expensive to reach which may contribute to the differences in popularity.

How do you differentiate the Hyatt Regency’s outdoor waterfront entertainment from Hilton and Brix’s outdoor dining options?

The Brix has a smaller upstairs space with entertainment, while the Hilton offers a pool deck for occasional functions but lacks regular nightly entertainment. We provide a wider variety of offerings, including a larger outdoor space and more frequent outdoor dining options. Our outdoor bar features entertainment and our waterfront restaurant offers both indoor and outdoor dining, providing a unique atmosphere with beautiful water views. Unlike the Hilton and Brix, we have one of the few waterfront dining options in the area, making us stand out among limited competitors.

What does it take to maintain high standards in such a large facility?

Successful events require extensive planning, organization and a strong team. With over 400 colleagues at the hotel, everyone plays a vital role. We focus on maintaining a clean, well-kept facility and providing consistent service from the initial booking inquiry to the event itself. Our sales and reservations teams ensure pleasant and informative interactions, keeping clients updated throughout the process. Flexibility is key; we pride ourselves on adapting quickly to any changes or mistakes, ensuring smooth communication and resolution. Providing high-quality food and beverage is essential for guest satisfaction, so they leave happy and eager to return for future events.

How do recurring events like the annual Energy Conference differ in strategy, needs and expectations from one-off events?

When we have a returning client, we already understand their preferences and can discuss any changes they want to make. In contrast, a one-off event requires more initial communication to clarify their needs for successful execution. For events like the Energy Conference it typically takes over the entire hotel. We may not have enough space and there isn’t a good location for vendors, limiting our ability to expand. Building long-term relationships fosters trust, allowing us to suggest new ideas to enhance their experience, particularly in terms of food and beverage. We also collaborate with an excellent audio-visual company that offers creative solutions, which is crucial for successful events.

Many clients book events for the same time each year, often within one to two months of their previous booking. This can start nine to twelve months in advance to secure the space, as availability is limited. Some events are booked even two years ahead and clients may opt for multi-year contracts if they plan to hold recurring events, typically not exceeding two years. Most contracts are finalized at least six to nine months in advance.

A couple of months ago, the hotel hired its first food and beverage director from Trinidad, leading to a 15 percent increase in local clientele. How is this helping business during quieter weekdays with fewer events?

As a 24/7 business, every unoccupied seat or room represents a lost opportunity. It’s crucial for us to offer a variety of options daily, providing guests with consistent, high-quality food and beverage choices that include both local and international items. We face competition from other dining options in Trinidad, so we must continually reinvent our offerings. While maintaining quality and service, we’ve also introduced new entertainment, themed evenings and special menus. Being part of Hyatt allows us to learn from successful strategies across their network. We can benchmark against best practices and adopt innovative food and beverage themes from locations worldwide, ensuring we remain competitive and appealing.

The Hyatt Regency recently received Green Key certification. Can you explain what that entails and what the hotel did to achieve it?

The certification process began before I arrived and I was present when we were awarded it. It took a year to complete, as these organizations have specific requirements that must be met. We had to demonstrate our sustainable practices through various checkpoints, including waste management, water conservation, electrical conservation and recycling. We worked through the Green Key checklist, with regular inspections to assess our progress. Ultimately, we met all requirements and became the first hotel in Trinidad to receive this certification, although Tobago had locations certified earlier.

Hyatt has a strong commitment to environmental sustainability and this achievement is a point of pride for our team. We leverage our Green Key certification in our marketing and it’s frequently highlighted by our sales team when discussing sustainability initiatives. Being the only hotel in Trinidad with this certification sets us apart, as many businesses prefer to partner with companies that prioritize eco-friendly practices.

What does the future hold for the hotel regarding upgrades and expansion plans?

We don’t have expansion plans, but we continuously upgrade and maintain our facilities, which is important for our 16-year-old building. We regularly purchase kitchen, heating and ventilation and water quality equipment, mostly for the back of the house. Recent improvements include replacing flooring in the waterfront restaurant and marble floors in guest room suites. Our last major renovation was in 2017 and we anticipate needing updates in the next three to four years, particularly for rooms and meeting spaces.

With Tobago focusing on boosting its hotel stock, likely under the Marriott brand, are there any plans for Hyatt to expand there in the near future?

Hyatt continually explores opportunities in various locations. While I’m not aware of any specific hotels or locations currently being considered, our development team for Latin America and the Caribbean is always in contact with existing and potential owners to identify new opportunities. While future expansions aren’t ruled out, nothing is currently pending.

After six months in Trinidad, what are your impressions of working here compared to other Caribbean islands, the U.S., or the U.K.?

As a general manager, I’ve received a warm welcome from the community and colleagues, more so than in the four countries where I’ve previously served. There is a strong willingness to listen and try new ideas, which is encouraging as I bring different perspectives from my predecessor. We build on past successes while seeking opportunities for improvement. In my first week, we hosted a major international cricket event and the World Steelpan competition, along with various regional events. The diverse activities, including World Cup cricket and regional football and swimming, keep things exciting and allow me to meet people from different backgrounds.

What is your final message for the readers of the Miami Herald?

Miami residents should consider Trinidad and Tobago for their next vacation. This two-island destination offers diverse experiences: Trinidad boasts a vibrant urban atmosphere and a wealth of lesser-known attractions such as the Hummingbird Sanctuary and exploring waterfalls. In contrast, Tobago offers a laid-back vibe with beautiful beaches. Both islands provide the warm hospitality that defines Trinidad and Tobago.