Hyatt Hotels Corp. is working with Newmarket International, Inc. for Service Optimization solutions to provide customer service that personalizes the guest experience. Hyatt plans to develop a true global set of standards, operationalize best practices, and use data to anticipate guest needs to provide superior service.
"Systems such as HotSOS are taking on increased importance as we seek to better understand our guests' preferences," said Jennifer Green, director, global guest services and in-room technology for Hyatt. "It enables us to surprise and delight with each stay at a Hyatt hotel, leading to increased satisfaction and loyalty."
To accomplish its goals, Hyatt chose the following Service Optimization solutions from Newmarket:
- HotSOS helps optimize day-to-day operations by improving communication and automating workflows. It includes guest request management, guest history tracking, service orders, and preventive maintenance. HotSOS is the one seamless solution to tie together housekeeping, engineering, and front office so the entire team is focused on delivering the best possible guest experience.
- REX streamlines housekeeping room assignments and room rushes to get guests into their rooms faster. Room Attendants receive information in real-time on their mobile devices, such as which room to clean next as well as guest information and preferences. REX also gives supervisors an accurate view of the house and their Room Attendants to enable efficient communication, reduce wait times, improve guest experience and create positive first impressions.
- QIC enables supervisors to easily perform spot inspections using a touch-tone phone or PDA. They can rate rooms or areas and the scores are immediately available to share with Room Attendants. Failing inspection responses instantly trigger service orders in HotSOS, notifying the right people to take action before guests are affected.