Knowing that guest impressions drive satisfaction and loyalty, Hyatt Hotels Corporation (NYSE: H) turned to Newmarket International, Inc. ("Newmarket"), an Amadeus company, for Service Optimization solutions to provide customer service that truly personalizes the guest experience and differentiates the brand from competitors. Hyatt set high expectations: 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 & 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 their 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.
"We're proud to work with an outstanding organization such as Hyatt," said Luis Segredo, President MTech Division of Newmarket. "Like Hyatt, we believe that a great guest experience is the key to creating customer satisfaction and loyalty. These solutions from Newmarket will help them achieve that goal."
Hyatt Hotels Corporation, headquartered in Chicago, is a leading global hospitality company with a proud heritage of making guests feel more than welcome. Thousands of members of the Hyatt family strive to make a difference in the lives of the guests they encounter every day by providing authentic hospitality. The Company's subsidiaries manage, franchise, own and develop hotels and resorts under the Hyatt®, Park Hyatt®, Andaz®, Grand Hyatt®, Hyatt Regency®, Hyatt Place®, Hyatt House®, Hyatt Zilara™ and Hyatt Ziva™ brand names and have locations on six continents.
About Newmarket International, Inc.
Since 1985, Newmarket® International, Inc. ("Newmarket"), an Amadeus company, continues to deliver proven business solutions for empowering hospitality organizations to lower costs and increase revenue, while improving customer satisfaction and guest loyalty. With more than 40,000 installations and 150,000 users in over 154 countries worldwide, Newmarket technologies are a cornerstone in the global hospitality industry. Offering solutions for sales and marketing automation, customer relationship management, catering and events, guest loyalty, meeting intelligence, workflow management, and property maintenance, Newmarket enables hospitality professionals to work smarter and better manage all aspects of their transient, leisure, groups and meetings business. For more information on Newmarket, please visit www.newmarketinc.com, like us on Facebook () and follow us on Twitter ().