Exhibiting Grace Under Pressure

May 30, 2025 | Careers

Serenity is one of the perks of covering the night audit shift at Hyatt Centric Mountain View.

“I’ve never worked at a hotel that’s so peaceful at night,” says Grace Morales, who’s been with this OTO Development property, located in the California Bay Area, since opening day back in July 2018. “We’re in the middle of the Village at San Antonio Center, so it’s quiet after hours.”

Most of the time, anyway.

Morales’ shift was decidedly not quiet recently when a guest suffered a near-fatal medical emergency in the wee hours of the night. In the midst of what could have been chaos, she remained calm while supporting first responders and communicating with the guest’s family, who were at home on the East Coast.

She says she simply did what needed to be done. The guest, however, says her quick actions likely saved his life.

Now well on his way to a full recovery, the guest took his appreciation straight to the top. He sent a note to Hyatt CEO Mark Hoplamazian, praising Morales for how she handled the crisis and expressing deep gratitude for the kindness shown to his wife. After flying across the country to be at his side during what turned into a five-night hospital stay, his wife found a room — and a comforting welcome — waiting for her at Hyatt Centric.

“I am incredibly grateful to the entire team at that property,” the guest wrote to Hoplamazian.

“As a night auditor, I don’t typically interact with guests,” Morales notes. “But when I do, it’s sometimes a big deal.”

Indeed.

Being recognized by Hoplamazian was flattering, says Morales, who has worked in hospitality since earning her bachelor’s degree in restaurant and hotel management from Lyceum of the Philippines University more than 20 years ago.

“It’s always nice to be appreciated,” she says. “I was so pleased and flattered when I read [the guest’s] compliments.”

In addition to her night audit role at Hyatt Centric Mountain View, Morales also works as a front desk supervisor at another local hotel.

“I work some 16-hour days between the two properties,” she acknowledges, “but I love the hospitality industry.”

Outside of work, Morales enjoys spending time with her husband and their three sons, ages 21, 18, and 12. When school’s out, the family loves to travel, especially to visit relatives in her native Philippines.

“Grace has always played a pivotal role in our hotel’s success,” says Joan Briggs, Assistant General Manager at Hyatt Centric Mountain View. “She has dedicated her career to the hospitality industry, utilizing her extensive customer service expertise to enhance our guests’ experiences.”

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