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Interviews (2) and Observations (3)

Interview 1:

1. Do you feel a sense of stability in your work environment?

a. Yes

2. What gives you this feeling?


. “My position started as leadership training, so I rotated throughout the entire
property learning various roles in every department. This sort of integration definitely
helped me recognize the close-knit culture that is established there. The current team
that I work with constantly provides support and continued development for me, even
though I signed on full-time after my training program.”

3. Does this space meet your needs? Why or why not?


a. “Most of our work is done virtually; just as long as our team has access to
computers and our software, we can be actively monitoring the performance of the
hotel”.

4. Do you feel that your environment affects how you do your job?
a. “Absolutely! This is a trivial factor, but I recently changed desks. Previously it was
more secluded and essentially silent. This new place is much closer to the rest of the
team and an active walkway. I had no idea that I was accustomed to working in such a
quiet place, that it felt so incredibly loud once I moved. I’ve gotten used to it by now, but
it was initially difficult to stay focused with all of the activity in the area.”

5. Does your environment (people included) affect if you like your job or not? Why?
a. “People haven’t affected the big picture of my job. I enjoy our goals and what
we’re moving toward. On a day-to-day basis, people definitely affect how much I like
certain minutes and hours. I think it’s because we all have our specific desires,
expectations, and standards for work. Sometimes other people question your
processes, even though you can come to the same conclusion.”

6. Do you feel a sense of belonging? Why?


. “Yes, I do. The leadership here has created a truly safe environment for me to
learn and practice what we do. There have been moments that I’ve walked into my
boss’s office and said “Hey, I messed this up”. And we sit down and fix what happened
and I get to learn how to avoid those types of mistakes. These types of opportunities
and freedom really create an environment where I feel welcome.”

7. Do you feel accepted for who you are in your environment? Why?
a. “I do. Something great about Hilton is that they truly embrace having a diverse
workforce, and they’re proud to have team members from so many different
backgrounds. As for this office, I think that the same concept of freedom helps with the
acceptance. I have the opportunity to not only complete some tasks, but also develop
some of our tools for how we analyze business. Going back to how everyone has their
own quirks and preferences for how things are done--I love innovating and making
things work faster, smarter, and more efficient”.

8. What bias’ do you think are held by outsiders?


a. “A lot of people think ‘office jobs’ are boring. I completely disagree. Sure, I sit at a
computer most of the day and I take phone calls and send emails. But anyone will see
that if they want to grow in any industry. It’s all about staying sensitive to all industries,
departments, and team members. I found a niche, so it’s not boring to me. We sit and
discuss how we want to build our business--sometimes years in advance. For instance,
our Sales team just signed a contract for a group to stay at two of our hotels. In fact, the
group bought every room in both hotels for a few days, over 3000 rooms per night. That
group’s program and event isn’t until the year 2028. Being able to be a part of a team
that is so forward-thinking and influential to how the entire business functions is so
much fun for me--so if it means I have to take a phone call and send a few emails, then
I’ll do it.”

9. Do you feel like you are apart of a group? Why?


a. “I think hospitality is a fantastic example of group work. I work with Revenue
Management, and we plan for the hotel and forecast the performance--in terms of
occupancy, overall revenue, and budgeting. But after that, Sales & Marketing has to find
the right people and get them inside of the hotel. Once they’re in the building, we have
Front Office, Guest Services (Doormen, Luggage Handlers, etc.), and Housekeeping to
ensure that everything is ready and people get checked in. Events and Catering makes
sure that all of our groups are taken care of--down to their last expectation, that they
might have signed for 5 years ago. After that, we also have teams working in Food and
Beverage, the Spa, and so on. And then there is an entire team behind-the-scenes that
makes sure that the entire building functions properly, like plumbing and electricity.
Hospitality is incredibly team-centric, and it’s important to have every individual
understand it has to be a team environment.”
10. How does this group (or lack thereof) affect your environment?
a. “It definitely puts the pressure on every gear in the entire machine. My team is at
the start, because we try to forecast and predict the future on how the hotel will perform.
For my department, it’s really easy to just look at numbers on a computer and forget
what it really means. In our meetings and calls it is easy to say ‘the hotel is down
$100,000’. But I always have to remind myself that that could easily be two people
salaries, and it helps me stay motivated to make sure that we’re accurate in how we do
our jobs.

Interview 2:

1. Was it hard acclimating to your job because of the space you’re in (because it’s

so big and an office)?


“I was originally going to work in Food and Beverage, and all of my prior
work experience was in a kitchen. It was definitely different to not be on
my feet all day and run around in an active workplace. I used to walk
about 10 miles per day just in the area of a kitchen, so sitting in the same
place is a change of pace. I still walk around every so often because I
think I miss the movement”.

2. How much do you have to work a week?


a. “We’re all scheduled full-time, so 40 hours per week. Depending on whether it’s
towards the end of the month or the quarter, we work a bit more. Most of my work is
done in the morning, so we can see a snapshot of the business yesterday”

3. Does the space affect the functioning of your group?


a. “I would imagine so. As previously said, I became used to working in a quiet
area. But other people work best--and thrive--while they’re listening to music or talking
to other people”.

4. What role does this community serve in your life?


a. “The community in the office provides a sense of family. Not only do we want to
see one another have professional successes, but personal successes. I recently got
married and was able to show the office photos and videos, and it was interesting to see
our team “pause” work so we could connect.”

5. What does your workplace environment enable?


a. “My workplace enables me to learn, develop, and grow. The hotels that I focus
on are quite different than the rest of the hotels in our complex. I’ve asked my boss for
projects on the other hotels so I could learn a bit more about them and how the
business looks. The leadership is constantly happy to see team members curious about
our job functions and they actively assist us in developing our skills”.

6. What does your workplace environment constrain?


a. “Sometimes my workplace constrains--or rather, delays a sense of
accomplishment. When I worked in a kitchen, it was easy to see a success--a plate was
right in front of me, with all of the correct components, and it was presented well. Here
in the RM office, we’re looking forward weeks, months, and years and trying to predict
our performance. I don’t have a sense of accomplishment ‘now’, when I won’t know if I
did well until next month. Even still, I think that it creates more of a challenge, and I
thoroughly enjoy the work I do.”

Observation 1 (familiar place)


Observation Questions
For this in class assignment, take at least fifteen minutes to be in the space you have chosen. Stop
and watch it for 15 minutes (and take notes). As you observe the space, consider the following
questions, and complete the chart.
What does the space physically look like?
A one-story house.

How is it lit (lighting)?


It is window lighting in the day (really bright and white) and at night it is artificially yellow
lighting. They have a few lamps and overhead lighting.

What activities occur there?


Playing, learning, eating
How do the people interact in this space?
There isn’t much interaction since it is just me and the little girl.

What kinds of objects are in this space? Are there some objects that are used differently in this
space than in others? Can you locate objects that are only found in this space? Do objects help to
define this space (for instance: books in a library)
Toys, house furniture, TV, couch, chairs, table. There aren’t any objects that are used differently
in this space than in others. The toys everywhere help define this space because it shows who I
work for.

How is your space marked? What are its boundaries?


Just the boundaries of the house. It’s marked by walls outside.

Who is in the space at what time? Is there a change in the demographics (the age, gender,
ethnicity) of the people who use the space depending on the time of day?
Just me and the little girl who I nanny but every single Saturday from 3pm until 12am. There is
not a change in the demographics since it is just the two of us every single time

What is the mood of the space? Does the use of the space change during different times of day?
The mood is exciting. It is always full of energy in here. The use of the space does change during
the day because since I work at a house it is different when I am not working.

How does the time of day affect the look of your place? Does sunlight affect the space? How
does the time of day affect the smell of the place?
It is more welcoming in the day. I think this is because it’s a house that isn’t mine, so it feels
weird at night. Sunlight does affect the space because that’s what makes it feel welcoming.

Is the space a free space or restrained? Who is allowed in the space and who is not?
The space is a restrained space. Since my job is to nanny a toddler, no one is allowed here, and it
is private property. Just my family is allowed here.
How are people reacting to time in the space? Are they rushed? Are they relaxed?
Relaxed because there is no where we have to be.

Is your space a place where people are conscious of time (a waiting room or a classroom)?
Yes, because it is work.

Is this a space that people only use at certain times? Or, a space that people avoid at certain
times?
No since my work is at their house.

How does time affect your relationship with this place?


I am only there when I need to be. I rarely am there if I don’t have to be.

How does the space smell? Does that change throughout the day?
It doesn’t smell like anything. This doesn’t change throughout the day.

Is the space messy or ordered? Does that change throughout the day?
It’s messy almost all the time. This doesn’t not change throughout the day.

How do you feel in this space?


I feel stressed or restless sometimes because nannying a toddler is a lot of work or sometimes I
feel happy because I still like my job.

Is there a sense of community in this space? How are the people who occupy this space reacting
to you?
There isn’t a sense of community because there aren’t enough people to have a community.
There isn’t anyone to reacting to me because it is just me and the toddler here.

Why is the space significant?


The space is significant because it is my place of employment.
Add any extra observations to the list:
-it isn’t too loud
-messy
-we go inside and outside, it isn’t just one room

Observation 2 (unfamiliar place)


Observation Questions
For this in class assignment, take at least fifteen minutes to be in the space you have chosen. Stop
and watch it for 15 minutes (and take notes). As you observe the space, consider the following
questions, and complete the chart.

What does the space physically look like?


A bigger office. About 40-50 people in it?

How is it lit (lighting)?


Mostly well-lit, but there is this one team who likes all of the lights off. The office is split
in half, with Sales & Marketing to the left and Revenue Management and E-Commerce to the
right. Bordering the entire office are private offices for the leadership of the office, so the central
area doesn’t have windows.

What activities occur there?


-Contacting clients, setting up viewings of the properties, and finalizing contracts, customer
research, initiatives to drive future business, budgeting

How do the people interact in this space?


-Lots of phones and emails
-There is still a lot of communication face-to-face and people ask quick questions
verbally and walking to one another’s offices.

What kinds of objects are in this space? Are there some objects that are used differently in this
space than in others? Can you locate objects that are only found in this space? Do objects help to
define this space (for instance: books in a library)
-Cubicles, desks, computers, office chairs,
-Office kitchen
-They don’t define the space.

How is your space marked? What are its boundaries?


They have cubicles and name plate things
Who is in the space at what time? Is there a change in the demographics (the age, gender,
ethnicity) of the people who use the space depending on the time of day?
Only employees are normally in this space from 6:30am to 6:00pm
Age range - 21 (Daniel) to 55(?)
Gender - evenly split
Ethnicity - well-diverse.

What is the mood of the space? Does the use of the space change during different times of day?
The walls are covered in chalkboard material. They have all of their goals written out,
and people write notes to one another. It’s a fun work environment.

How does the time of day affect the look of your place? Does sunlight affect the space? How
does the time of day affect the smell of the place?
Since no windows are visible on the open floor, it’s difficult to keep track of time. No
smell changes.

Is the space a free space or restrained? Who is allowed in the space and who is not?
There is a first door, where some clients can come in and sit. The second door is
(typically) employees only, with some exception to friends and family.

How are people reacting to time in the space? Are they rushed? Are they relaxed?
People act with a sense of urgency, but no one is seen running around.

Is your space a place where people are conscious of time (a waiting room or a classroom)?
Yes, but no more than any other workplace.

Is this a space that people only use at certain times? Or, a space that people avoid at certain
times?
For client/sales interactions, business hours. However, the employees know the passcode
to the door and complete work at all hours of the day. Also, housekeeping comes in during the
nights and cleans the office space (emptying trash, etc).

How does time affect your relationship with this place?


There seems to be a lot of work that needs to be done, and with the employees sense of
urgency, their time seems to go by quickly.

How does the space smell? Does that change throughout the day?
No smell, no change

Is the space messy or ordered? Does that change throughout the day?
Open layout, well organized. Little clutter on people’s desks. Most cubicles have family
photos hung.

How do you feel in this space?


I feel normal. It’s like every other office.
Is there a sense of community in this space? How are the people who occupy this space reacting
to you?
People are welcoming and friendly. Most people introduce themselves and are pleasant.

Why is the space significant?


Without the space, the hotels wouldn’t have business.

Add any extra observations to the list:


-An exterminator came in
-Pretty cold in the office
-Some chefs came in from the restaurant and talked to marketing about what they will be
serving over thanksgiving

Observation 3 (unfamiliar place)


Observation Questions
For this in class assignment, take at least fifteen minutes to be in the space you have chosen. Stop
and watch it for 15 minutes (and take notes). As you observe the space, consider the following
questions, and complete the chart.

What does the space physically look like?


Large lobby with a fancy bar to the right. There are tables and couches scattered throughout.
The ceilings are painted with elaborate paintings. There are four escalators. Two going up and
down from the mezzanine floor and two going down to the street level floor.

How is it lit (lighting)?


There is not any natural lighting but there are plenty of chandeliers and sconces on the walls.

What activities occur there?


Live music, weddings, concerts, presidential meetings, royal meetings, business meetings.

How do the people interact in this space?


Since there is a bar in the lobby, there are a lot of people interacting with each other. There are
also plenty of couches in the lobby where people sit together and talk.

What kinds of objects are in this space? Are there some objects that are used differently in this
space than in others? Can you locate objects that are only found in this space? Do objects help to
define this space (for instance: books in a library)
Couches, tables, coffee tables. Objects aren’t used differently and don’t define the space.

How is your space marked? What are its boundaries?


With the 4 walls. Its boundaries are just the hotel.

Who is in the space at what time? Is there a change in the demographics (the age, gender,
ethnicity) of the people who use the space depending on the time of day?
People staying at the hotel are there. Demographic is always diverse.
What is the mood of the space? Does the use of the space change during different times of day?
The mood is relaxed. The use of the space doesn’t really change throughout the day.

How does the time of day affect the look of your place? Does sunlight affect the space? How
does the time of day affect the smell of the place?
The time of day doesn’t affect the look of the place since there are no windows. It also doesn’t
affect the smell.

Is the space a free space or restrained? Who is allowed in the space and who is not?
The space is a free space. Pretty much anyone is allowed to come in, but obviously it’s pretty
much for customers.

How are people reacting to time in the space? Are they rushed? Are they relaxed?
People aren’t rushed. Everyone seems to be relaxed.

Is your space a place where people are conscious of time (a waiting room or a classroom)?
Not really. The place is more relaxed.

Is this a space that people only use at certain times? Or, a space that people avoid at certain
times?
This space is used at all times since people are staying/living in it.

How does time affect your relationship with this place?


Time doesn’t really affect my relationship with this place. I am not rushed, and people don’t
seem to be rushed either.

How does the space smell? Does that change throughout the day? It doesn’t smell like anything.

Is the space messy or ordered? Does that change throughout the day?
The space is very ordered and stays very ordered.

How do you feel in this space?


I feel welcome and kind of amazed because of how nice it is.

Is there a sense of community in this space? How are the people who occupy this space reacting
to you?
I don’t think there is really a sense of community in this space because no one really knows each
other. Everyone is going about on their business. They aren’t reacting to me at all.

Why is the space significant?


The space is significant because it’s where people stay when they are traveling or on business
trips, etc.

Add any extra observations to the list:


-looks very expensive
-looks older too (not modern)