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Hyatt Regency Greenwich: The Little Hotel That Could

It all began with a meeting: Employees of the Hyatt Regency Greenwich, a 374-room luxury hotel in Old Greenwich, Conn., met late last year to come up with new ideas to improve service. The outcome is "Every Guest Leaves Satisfied," a program that grants each staff member the authority "to take the necessary action to rectify an undesirable situation for a guest," says General Manager William Rizutto. Each month, employees who have taken an empowered action are nominated for the Outstanding

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