Manchester Grand Hyatt Finds Hotel Staffing Solutions with PRIDE Industries
The Manchester Grand Hyatt Hotel, located in sunny San Diego, is the largest hotel in Southern California. Boasting two towering high-rises with 1,628 guest rooms, a rooftop pool, multiple restaurants, bars, and a spa, it stands as a key player in the region’s hospitality industry. As a major employer in the area, the hotel relies on a skilled and dedicated workforce across all departments and requires reliable hotel staffing solutions. Today, the Manchester Grand Hyatt boasts a skilled and dedicated workforce that delivers top-notch customer service. But the hotel considered a number of hotel staffing solutions before choosing a winner.
The Problem: Hospitality Industry Labor Shortage
In a city where tourism is one of the top economic drivers, the Manchester Grand Hyatt plays a pivotal role in San Diego’s economy. However, as demand grew post-pandemic, the property faced a pressing need for hotel staffing solutions to fill vital roles and maintain its high service standards.
When the COVID-19 pandemic hit in 2020, the hospitality industry faced unprecedented challenges. Like many others, the Manchester Grand Hyatt had to close its doors. Later, when restrictions lifted and the industry began to recover, the hotel was eager to bring back employees and expand its workforce. With demand surging and business picking up, reliable hotel staffing solutions became critical to maintaining exceptional service. However, in addition to the uncertainties of the post-pandemic landscape, the hotel was confronted with an industry-wide staffing shortage.
According to the Bureau of Labor Statistics, in 2024 there were 196,000 fewer workers in the hotel industry than in 2020, with positions unfilled despite higher wages and improved benefits.
The Solution: Hardworking Employees with Disabilities
In search of an answer to their growing demand for employees, the Manchester Grand Hyatt reinstated their partnership with PRIDE Industries. Having previously worked with employees from PRIDE Industries, Hyatt recognized that this partnership would not only help the hotel meet its demand for qualified employees but also provide meaningful employment opportunities for individuals with disabilities. This collaboration became the ideal staffing solution, allowing the hotel to fill key positions efficiently while supporting a diverse workforce.
“The support we needed as our business reopened and grew was crucial, and we knew that the PRIDE Industries associates could deliver exceptional service and offer an extra level of support for the rest of our team,” said Matt Farnsworth, assistant director of food and beverage.
“When asked about renewing the partnership with PRIDE Industries, it was an immediate yes for us,” Farnsworth added. “Seeing the smiling faces of the Hyatt associates when they saw the PRIDE Industries employees return was incredible. They were so happy.”
This partnership aligns well with Hyatt’s commitment to empowering people. “We always make sure not to lose sight of what’s most important: the people. Partnering with organizations like PRIDE Industries, who do great work in the community, is truly rewarding and reflects our core values as a company,” Farnsworth emphasized.
Through PRIDE Industries work groups, the Manchester Grand Hyatt has successfully filled key food service roles, including stewards. In these work groups, three employees with disabilities are paired with a job coach who supports them directly, ensuring they succeed in their positions and meet the hotel’s expectations. PRIDE Industries serves as the employer of record, taking on the recruiting, hiring, training, payroll, supervision, and quality control work—eliminating management overhead for Hyatt.
“As a coach, my main responsibility is to make sure employees are safe and that I can watch out for them as they each meet certain goals,” said Employment Coach Tina Bowman. “Being at work with them, it makes me happy to see them as they grow in their work ethic. Employment means everything to them, not just financially, but mentally, physically, emotionally. I’m proud to be a part of making that happen for them.”
The Results: Reliable Hotel Staffing Solutions
The results of the partnership with PRIDE Industries have been clear and impactful for the Manchester Grand Hyatt. Employee retention has been exceptional, with some PRIDE Industries associates celebrating five and even ten-year anniversaries.
Eric, a steward at the hotel, is one such long-term employee. He’s been with the Grand Hyatt for over 13 years.
“Everyone in the building knows Eric, whether it’s housekeeping, the front desk, or our laundry team. Just seeing him interact with the team daily is very rewarding, and you can really feel the difference,” Farnsworth said.
Morale has also seen a significant boost—across the entire workforce—since the PRIDE Industries employees returned to their jobs at the hotel. “Seeing the associates interact with the PRIDE Industries employees is incredible. They create a better working environment for everyone,” Farnsworth added.
Most importantly, the hotel has once again found a dependable and dedicated workforce. As Bowman put it, “PRIDE Industries employees want to work. They love to come in, always show up on time, and when it’s time to start, they’re ready. They are hardworking.” Of all the hotel staffing solutions available, this one has gone beyond providing a reliable workforce. It has also fostered a positive, supportive workplace culture that benefits everyone.
“Partnering with organizations like PRIDE Industries, who do great work in the community, is truly rewarding and reflects our core values as a company.”
