Beyond the Front Desk
Inside Hyatt Lodge’s Guest Experience
Oak Brook Magazine caught up with Brent Hinton, Director of Sales & Marketing at Hyatt Lodge, to learn what sets the property apart and what it takes to deliver the guest experience behind the scenes. From its peaceful natural setting to the teamwork required to host everything from weekend getaways to weddings and conferences, Hinton offers an inside look at one of Oak Brook’s most distinctive destinations.
Oak Brook Magazine (OBM): Hyatt Lodge is much more than a hotel. Can you give readers an overview of the different departments and teams that work together each day to keep the property running?
Brent Hinton offers a behind-the-scenes look at the people and operations that keep Hyatt Lodge running each day.
Brent Hinton: People often think of Hyatt Lodge as simply a place to stay, but it’s really a small community of hospitality professionals. Our Front Office welcomes guests and manages arrivals and departures. Housekeeping ensures every room and public space meets our standards. Engineering maintains our building and essential systems. Food & Beverage oversees our restaurant, catering, and banquet operations. Sales and Events coordinate weddings, conferences, and meetings, while Security, Finance, Human Resources, Landscaping, and Administrative teams all play important roles. Every department has its own expertise, but we all share one goal: creating an exceptional guest experience.
OBM: Have guest expectations changed over the past several years?
Hinton: Absolutely. Today’s guests still expect outstanding service, but they also value authenticity, flexibility, and personalized experiences. Wellness has become increasingly important, and guests are looking for places where they can recharge, spend time outdoors, and enjoy a quieter, more relaxing environment. Hyatt Lodge’s natural setting makes it especially well positioned to deliver that experience.
OBM: How does the setting influence the guest experience and the way the property is maintained?
Hinton: Surrounded by mature trees, walking paths, and scenic water features, Hyatt Lodge offers an atmosphere unlike a traditional suburban hotel. Guests often tell us they feel like they’ve escaped the city without traveling far from home. Maintaining that environment requires year-round landscaping, environmental stewardship, and seasonal maintenance to preserve the beauty of the property.
OBM: Could you introduce us to two or three team members whose roles we may never see but who are essential to the hotel’s success?
From housekeeping and engineering to events, landscaping and guest services, dozens of team members work behind the scenes to keep Hyatt Lodge running smoothly.
Hinton: Chief Engineer Dan and his team maintain every system guests depend on, from heating and cooling to plumbing and life safety systems. Our banquet captains, Cheryl, Hermino, and Andres, orchestrate events across 30,000 square feet of meeting space, coordinating meals, room changes, and timing throughout the day. Housekeeping Manager Elsa and her team ensure every guest room meets Hyatt’s standards before a guest arrives, creating the first impression that sets the tone for every stay.
OBM: Approximately how many employees help operate Hyatt Lodge, and what does it take to keep everyone working toward the same goal?
Hinton: Depending on the season and event schedule, Hyatt Lodge is supported by approximately 100 to 150 team members across multiple departments. Keeping everyone aligned starts with communication and a shared culture of hospitality. Daily briefings and cross-department planning help every team work toward the same goal of making guests feel genuinely cared for.
OBM: What’s something they would be surprised to learn about everything happening behind the scenes at Hyatt Lodge?
Hinton: Guests are often surprised by how much coordination happens before they ever arrive. Every reservation, room assignment, banquet setup, maintenance project, landscaping effort, and meal service is carefully planned. Dozens of teams work together each day to anticipate guest needs. When everything runs smoothly, guests rarely notice the effort behind it, and that’s exactly how we want it.
OBM: What does a typical day look like for you? Is there really such a thing as a “typical” day?
Hinton: That’s one of the things I enjoy most about hospitality. There really isn’t a typical day. Every morning begins with reviewing occupancy, group activity, events, and special guest requests. The rest of the day might include meeting with department leaders, walking the property, supporting events, solving unexpected challenges, connecting with guests, and planning future business. No two days are alike, but every day is focused on helping our team deliver an outstanding guest experience.
OBM: What are some of the biggest logistical challenges that guests rarely think about but are essential to delivering a great experience?
Hinton: Rooms must be cleaned and inspected between departures and arrivals. Banquet spaces often transform multiple times in a single day. Deliveries, maintenance, and staffing all have to be coordinated without disrupting the guest experience. It’s a complex operation, but when everyone works together, guests simply enjoy a seamless stay.
OBM: Hyatt Lodge hosts everything from overnight guests to weddings, conferences, and special events. How do those different parts of the business overlap and support one another?
Hinton: One of Hyatt Lodge’s greatest strengths is its versatility. On any given weekend, we might welcome leisure travelers, host a corporate conference, and celebrate multiple weddings at the same time. While those experiences are very different, they all rely on the same foundation of exceptional service. Our teams work together to ensure every guest feels like they’re our top priority.
OBM: What’s one thing you wish every guest knew or appreciated about what happens behind the scenes before they ever check in?
Hinton: Long before guests arrive, our team is preparing for their stay by reviewing special requests, planning room assignments, organizing events, and making sure every detail is ready. Whether someone works behind the scenes or greets guests in the lobby, every employee plays a role in creating an exceptional experience. Hospitality is at the core of everything we do.
