More than 1,000 Hyatt properties are set to deploy Medallia Zingle’s messaging platform.
Through the installation, guests at these hotels will be able to engage in real-time with on-property teams, with translation available in more than 100 languages via their preferred method of communication, including SMS text, in-app, web chat or social messaging apps such as WhatsApp. Medallia Zingle will also facilitate on-site property teams’ ability to engage with guests during their stay and respond to requests more efficiently.
“At Hyatt, our approach to technology always starts with listening to our guests and World of Hyatt loyalty members,” said Julia Vander Ploeg, SVP and global head of digital and technology, Hyatt, in a statement. “With Medallia Zingle offered at more than 1,000 Hyatt hotels, our colleagues will be even better equipped to care for our guests by having the ability to swiftly communicate with them through their preferred chat-oriented digital channels, in the way they want to communicate with us.”
This effort aims to expand Hyatt’s signal capture to include digital, global property and guest services as well as on-property surveys, along with social listening and monitoring, through Medallia experience cloud.
In addition to the in-stay feedback provided through Medallia Zingle, Hyatt also incorporates:
- In-stay feedback at various touchpoints using Medallia digital.
- Ongoing daily colleague pulse surveys that enable real-time employee feedback at the property level.
- Surveys that provide insights into Hyatt’s global property and guest services.
The guest feedback received feeds into other operational systems, providing insights to property-level team members and allowing them to identify opportunities for improvement and deliver best practices to guests.
“In an environment where hospitality teams are dealing with labor challenges and the constantly shifting expectations of their guests, understanding customers and employees and being able to communicate with them in real time is mission critical,” said Medallia CEO Leslie Stretch. “Hyatt has long been a leader in guest experience and it’s exciting to see how Hyatt continues to innovate to better meet the needs of today’s travelers.”
Hyatt has beenn a Medallia customer since 2007.