Hyatt Regency Chicago deploys Lua to connect staff

Hyatt Regency Chicago, the world’s largest Hyatt property, has deployed Lua, an enterprise messaging solution, as its secure messaging provider. Lua is part of Hyatt’s communication strategy, allowing employees to better support guests and operate the sprawling property.

“Lua’s real-time communication is pivotal in the success of our operation,” said Eduard Torres, senior IT director at Hyatt Regency Chicago. “After our Lua install, our accountability and efficiency went up. The division was able to communicate with each other seamlessly in a high volume and group format which better allowed us to serve our colleagues, guests and their needs.”

Since implementing Lua, Hyatt Regency Chicago has improved response times with real-time messaging and instant group calling. Lua’s organized directory has also made it effortless for staff to quickly connect to one another, which is especially crucial with such a large staff and more than 2,000 guest rooms in two separate high-rise towers. Prior to implementing Lua, communication was highly fragmented between employees using several different modes of communication including push-to-talk, email and radio.


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“Strengthening the relationship between the front office and the housekeeping department has been our biggest success story as they are able to communicate on the spot regarding their needs of bed types, arrival times or last minute changes that affect numerous individuals,” said Justin Vining, assistant director of rooms at Hyatt. “Lua has been critical in streamlining our communication efforts.”

Not only has Lua transformed the internal communication at Hyatt but it is also being used to coordinate the hotel’s extremely busy convention and events business for their 228,000 square feet of flexible function space. For the first time ever, Hyatt staff have been able to connect their conference services departments with their core external hospitality teams for a seamlessly integrated guest experience with events.

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