Kennedie Gill Of Hyatt Lodge Oak Brook On 5 Ways To Create a Wow! Customer Experience

As part of our series about the five things a business should do to create a Wow! customer experience, I had the pleasure of interviewing Kennedie Gill.

Kennedie Gill is an accomplished hospitality professional currently serving as Director of Operations at Hyatt Lodge Oak Brook, with a strong background across food and beverage, human resources, front office operations, and executive leadership. She is passionate about driving operational excellence through data-driven decision-making, communication, and mentorship, and in 2025 successfully led a personalized guest experience initiative at Hyatt Centric Chicago Magnificent Mile that resulted in all green guest satisfaction scores and the highest Quality Assurance results in the hotel’s history. Kennedie holds both a Bachelor and Master of Science in Hospitality Leadership from DePaul University and is committed to mentoring future leaders while helping shape the next chapter of success at Hyatt Lodge following its recent renovation.

Thank you so much for joining us in this interview series! Our readers would love to “get to know you” a bit better. Can you tell us a bit about your ‘backstory’ and how you got started?

I was studying accounting at DePaul University and working in restaurants to make some money while in school. I discovered the school of hospitality leadership and realized that my passion for service could become a career. I quickly changed my major and decided that the hospitality industry was where I belong.

Can you share a story about the funniest mistake you made when you were first starting? Can you tell us what lessons or ‘take aways’ you learned from that?

As a new Front Office Manager, I spent time enthusiastically thanking a guest for being one of our Hyatt top 50 loyalty members, only to discover I had confused them with someone else who had a similar name. It taught me that personalization is powerful, but only when it’s accurate. Details matter, especially when creating memorable guest experiences.

None of us can achieve success without some help along the way. Is there a particular person who you are grateful towards who helped get you to where you are? Can you share a story?

My parents helped me get to where I am. Growing up, I watched them lead by example, showing me the value of hard work, integrity, and treating people with respect. My father spent his career as a high school teacher & coach and my mother spent her career as an early childhood director. They both had a major impact on people. One piece of advice they often shared was that people may forget what you say, but they’ll always remember how you made them feel — a lesson that has shaped my approach to leadership and hospitality.

This might be intuitive, but I think it’s helpful to specifically articulate it. In your words, can you share a few reasons why great customer service and great customer experience is essential for success in business?

Guests come for a destination, service, or product, but they return because of how they were treated. Creating loyalty drives business. When guests feel value, they become advocates for your hotel & your brand.

We have all had times either in a store, or online, when we’ve had a very poor experience as a customer or user. If the importance of a good customer experience is so intuitive, and apparent, where is the disconnect? How is it that so many companies do not make this a priority?

Some companies lose focus on their most important asset — the team members. Great service doesn’t happen by accident — it requires investment and care into the people working the frontline. If employees don’t feel empowered & engaged, they won’t deliver exceptional service to the guests. Service can’t just be a topic of discussion; it must be something demonstrated day in & day out as a part of the workplace culture.

Do you think that more competition helps force companies to improve the customer experience they offer? Are there other external pressures that can force a company to improve customer experience?

Competition pushes us to be creative and deliver unique experiences. Our management company had an internal personalization competition last year and it drove us all to engage more deeply with our customers. We didn’t need external pressure — we motivated each other!

Can you share with us a story from your experience about a customer who was “Wowed” by the experience you provided?

I had a traveler from Venezuela who did business in Miami and Chicago and was often traveling. I had a variety of Venezuelan candies and snacks pre-placed in the room for him. It was (to me) a small touch that might make the hotel feel like home-away-from-home. The guest cried with happiness; he said some of those candies he hadn’t had in years and feeling of nostalgia rushed through him.

Did that Wow! experience have any long-term ripple effects? Can you share the story?

I continued to connect with the person on a regular basis. He had an elderly mother, with whom he shared the story with. It stays with me that one small act of kindness can make people feel so cared for.

Based on your experience and success, what are the five most important things a business leader should know to create a Wow! Customer Experience. Please share a story or an example for each.

1. Empower Your Employees

Customers don’t expect perfection, but they do expect responsiveness & care.

2. Be an Active Listener

Feedback is one of the most valuable tools a leader has.

3. Anticipate Needs

Proactive service demonstrates a feeling of genuine care.

4. Stay Organized & Focus on the Details

Consistency & accuracy are just as important as any single interaction.

5. Measure What Matters

Scores & surveys are the key to learning what really matters to our customers and make meaningful improvements. Positive metrics also provide an opportunity to celebrate our people.

You are a person of great influence. If you could start a movement that would bring the most amount of good to the most people, what would that be?

If I could start a movement, it would be focused on mentoring and developing the next generation of leaders. Throughout my career, I’ve benefited from people who invested their time, knowledge, and encouragement in me, and I believe everyone deserves that opportunity. Too often, talented individuals simply need someone to believe in them and help them see their potential. There are so many industries for the next generation to work in, and the hospitality industry requires a lot of hard work and commitment that others might not. By creating a culture where experienced professionals actively mentor and support junior leaders, we could unlock opportunities for countless people and strengthen our communities.

This was very inspiring. Thank you so much for joining us!

About The Interviewer: Tavares Beverly is the Founder and CEO of Beverly Boy Productions, a national video production company that has helped organizations tell their stories through video for more than two decades. Over the course of his career, he has worked with everyone from Fortune 500 executives and healthcare professionals to politicians, nonprofit leaders, educators, and artists, gaining a unique perspective on the role communication plays in leadership, business, and human connection. A frequent contributor on topics including communication, entrepreneurship, leadership, and personal development, Tavares believes that the ability to communicate effectively is one of the most valuable skills a person can develop. His work is driven by a passion for helping organizations connect with their audiences and helping individuals unlock their potential through mentorship, perseverance, and meaningful relationships. To learn more, connect with Tavares on LinkedIn or visit BeverlyBoy.com. If you’re interested in using the power of storytelling and communication to grow your organization, strengthen your brand, or inspire your audience, he welcomes the opportunity to connect.