Hotel Online  Special Report

Hyatt Customer Satisfaction Scores Reach All-time High

Newmarket International technology changes culture and
improves servicing of groups, meetings and events 

Portsmouth, NH – June 23, 2009 – Hyatt Hotels Corporation has achieved record-breaking customer satisfaction scores after implementing a solution to improve the business operations involved in all aspects of servicing groups and meetings, Newmarket International today announced. 

The solution creates a seamless integration between Hyatt’s own proprietary sales system, Envision, with Newmarket International’s hosted sales and catering solution, Daylight™. Envision handles the leads and booking and Daylight manages the servicing of the group once on-site. This complete solution was designed to improve how sales management, catering and convention service managers, and the operations group are able to manage Hyatt’s group and meeting business. 

Prior to the integration, the communication between departments was driven by the Banquet Event Order (BEO), containing all the details of an event, which overloaded departments with information that was not always relevant. Hyatt’s operations and catering managers spent valuable time deciphering information in the BEO to understand what was required to execute an event. 

The Envision / Daylight integration, by taking advantage of Microsoft BizTalk Server’s flexible integration capabilities, has changed how the operations group and catering services team receives information by removing the BEO as the vehicle to communicate details. Today, Hyatt utilizes Daylight’s reports to communicate the details regarding what each department should do to specifically service a group. Using Microsoft SQL Server Reporting Services, Newmarket developed a comprehensive reporting system designed to provide targeted catering reports by department.  These reports are automatically scheduled and distributed to team members to provide the most current information for flawless event execution. 

“The benefit of utilizing reporting is the information is delivered in real-time and the detail is more focused for each department, resulting in understanding expectations so we can deliver an exceptional experience for our customer,” states Steve Enselein, Vice President, Catering and Convention Services, Hyatt Hotels Corporation. “As a result, our customer satisfaction scores are at the highest level they have ever been, our catering and convention service managers get over 90% top box scores, and our problem incidents have been reduced by a third, which has greatly improved the work culture.” 

The Envision / Daylight integration has given Hyatt a strong competitive advantage. Customers will have a superior experience driven by consistent service levels at all Hyatt properties. Enselein explains, “The groups and meetings market is in a challenging environment and meeting planners need to be confident their experience at a Hyatt will be consistent across our portfolio. Our implementation of the integration between Envision and Daylight could not have come at a more crucial time. It has enabled Hyatt to service our customers so we exceed expectations and maintain operational efficiencies. We expect to see our market share of the groups and meetings market increase as a result.” 

“Disparate systems and the lack of integrated business analytics continues to be a major challenge facing hospitality organizations today,” said Sandra Andrews, U.S. hospitality industry solutions director, Microsoft Corp. “Business Intelligence in Newmarket’s solution, using BizTalk and SQL Server, addresses this problem by unlocking the flow of information between property systems and delivering the right information to the right person, when and where they need it, to positively influence the guest experience. Hyatt is a leader in using innovative technology to help increase customer satisfaction and its employees have the tools they need to continue to drive the business forward.” 

“Newmarket International is proud to see the Envision / Daylight integration generate such positive results for Hyatt Hotels Corporation. We took the approach of being a partner and understanding the issues Hyatt needed to solve and designed a solution to deliver optimal business results,” stated Sean O’Neill, Chairman and CEO, Newmarket International. “Hyatt’s focus on growing their groups and meetings business will be supported by this integration and we look forward to their continued success.” 

About Global Hyatt Corporation 
Global Hyatt Corporation, headquartered in Chicago, is one of the world’s premier hotel companies. The hotels owned, operated, managed or franchised by its subsidiaries provide authentic hospitality to guests in 44 countries through a passionate commitment to personalized service, cultural relevance, and the environment. Global Hyatt subsidiaries own, operate, manage or franchise more than 370 hotels and resorts worldwide under the Park Hyatt®, Andaz™, Grand Hyatt®, Hyatt Regency® , Hyatt® , Hyatt Resorts™, Hyatt Place® and Hyatt Summerfield Suites® brands with additional properties under development on five continents. Global Hyatt Corporation is also the owner of Hyatt Vacation Ownership, Inc., operator of Hyatt Vacation Club®. The success of Global Hyatt is driven by the commitment and energy of the thousands of men and women around the world who provide exceptional service to hotel guests. 

About Newmarket International 
Newmarket International, Inc. ( is the leader in delivering sales, group catering and event software solutions to the global hospitality and entertainment industries.  Newmarket International’s suite of business solutions can be found in hotels, casinos, restaurants, visitor bureaus, stadiums, meeting arenas and convention centers throughout the world. Newmarket International has over 80,000 users worldwide, with over 18,000 installations in over 154 countries. Newmarket International is headquartered in Portsmouth, New Hampshire, with international offices in London, Shanghai, Brisbane and Singapore. 

Newmarket and Daylight are registered trademarks of Newmarket International, Inc. 

The names of actual companies and products mentioned herein may be the trademarks of their respective owners 


Cassie Heppner 
Marketing Manager
Newmarket International, Inc.
tel: +1 (603) 427-6499

Also See: Cherokee Casino Resort Selects Newmarket International’s Sales and Catering Solutions; Benefits of implementation include tremendous time savings and cost savings / January 2009
Newmarket International’s David Miller Selected to Present at Online Forum / January 2009
MarketTools Honors Newmarket International with CustomerSat ACE Award for Excellence in Customer Service; Leading sales and catering software provider is recognized for the third year in a row with prestigious award for its customer support and services / December 2008
Newmarket International to Host 6th Annual User Conference / December 2008
Newmarket International Launches New Delphi in the Classroom Program; Leading hospitality software vendor brings world class product and training to universities worldwide / November 2008
Newmarket International’s David Miller Selected to Present at DevLearn 2008 / October 2008
Newmarket International’s Director of Educational Development to Facilitate Discussion on eLearning at MPI Meeting / October 2008
Newmarket International Launches Certification Program Regionally; Certified Newmarket Systems Analyst (CNSA) Course Helps Professionals Fully Leverage Delphi for Maximum Benefits / October 2008
Newmarket International Realizes Record Growth; Expands Operations Worldwide; Leading hospitality software provider moves into brand new Leadership in Energy and Environmental Design (LEED) building / September 2008
The Knot and Newmarket International Join Forces; New Enhancement to Vendor Profile on Provides Users Immediate Response from Event Venues through Newmarket MeetingBrokerSM Partnership / July 2008
Newmarket International Launches Connex for Microsoft Dynamics CRM for the Hospitality Market; New Product Brings Powerful Lead Management and RFP Capabilities to Microsoft Dynamics CRM Solution / June 2008
Newmarket International Announces Starwood Hotels & Resorts to Use MeetingBroker SM Lead Management Solution; Newmarket International's MeetingBroker Facilitates Lead Passing Between Starwood's Global Sales Offices and All of its Hotels and Resorts in North America; Global Installation to be Complete by Fall 2008 / June 2008
Newmarket International and Worktopia Enable Direct Online Connectivity Between Meeting Planners and Suppliers; Newmarket signs Worktopia as its newest MeetingBroker enabled channel partner/ June 2008
Delphi® with the Interactive Open Network™ Delivers Operational Excellence and More Group Business to Hospitality Companies; Newmarket launches new version of its leading Delphi sales and catering application / June 2008
Newmarket International’s Delphi® Selected by the Al Habtoor Group for its Metropolitan Hotel / April 2008
Newmarket International and Cvent Partner to Enable Powerful Connection Between Meeting Planners and Hospitality Venues; Newmarket's MeetingBrokerSM and Cvent's Supplier Network integrate to enable intelligent and efficient electronic request for proposal (eRFP) process / April 2008
Southern Sun Selects Newmarket’s Delphi® Sales and Catering Software for its Middle East Properties / April 2008
Newmarket International and Wide Computer Systems Ink Deal; Increasing Demand for the Delphi Sales Advantage Sparks Reseller Agreement in the Middle East / April 2008
Newmarket International and Software Management, Inc. Join Forces to Offer First-Ever Lead Automation Service for CVBs and Their Member Hotels / March 2008
Five-Property DC Hotel Company Drives Sales with Online Tools; Property sales teams use Web system to share leads, cut tech expenses / February 2008
Inn at Middletown Reaps Big Benefits from Online Sales and Catering Solution for Mid-Scale Properties / December 2007
Tohono O’odham Gaming Enterprise Selects Newmarket International’s Delphi® Sales and Catering Solution for its Multi-Property Casinos / November 2007
The Kessler Collection Selects Newmarket's Delphi; Leading Luxury Hotel Collection to Standardize Sales Automation with Sales and Catering Application from Newmarket / November 2007
CustomerSat Honors Newmarket International with ACE Award for Excellence in Customer Service; Leading sales and catering software provider is recognized for the second year in a row with prestigious award for its customer support and project management / November 2007
Gleneagles Selects Newmarket’s Delphi Sales Advantage; Scotland’s premier resort enlists the Delphi sales and catering solution from Newmarket to assist in streamlining operations / November 2007
Newmarket International Launches Certification Program; NICE (Newmarket International Certified Engineer) program gives IT professionals the skills to optimize Delphi technical environments / November 2007
Newmarket International Launches New Version of its Delphi.Net Sales and Catering Solution / October 2007
Newmarket International Breaks Ground on First Commercial LEED-Certified Building in Portsmouth / October 2007
Real Hotels & Resorts Selects Newmarket International's Delphi® to Power Its Group Business Strategy; Leading Central American hospitality management company will leverage Delphi to connect its InterContinental properties / August 2007
Newmarket International Launches New Version of its Daylight Sales and Catering Application; New capabilities include powerful integration with market leaders Passkey and Cendyn / August 2007
White Lodging Selects Newmarket International's Delphi® Sales & Catering Solution; Delphi will be rolled out to over 100 hotels to help increase sales productivity and the sharing of critical business data / June 2007
Newmarket International Starts the Power Selling Revolution with the Release of Delphi® 9.5; Delphi 9.5 sets a new standard for sales excellence in the hospitality industry / June 2007
Hyatt Hotels Selects Newmarket International's Daylight® ASP to Transform its Operations and Enhance Customer Service; Hyatt will integrate Newmarket's® sales and catering solution with its proprietary Envision sales application via an ASP model / June 2007
De Vere Collection Leverages Newmarket International's Solutions Across 58 Properties; Leading UK hotel group turns to Newmarket® to optimise its sales, catering and events business / March 2007
Newmarket® International's Vice President of Product Development to Present at HTNG 2007; Shawn McGowan to participate in thought leadership program addressing the successes and challenges of service-oriented architecture / February 2007
Newmarket's Daylight Customers to Share Insights at NewmarketPLUS 2007 User Conference; Industry professionals to share real-world experiences using Daylight to connect and compete in the hospitality industry / February 2007
Industry Professionals to Discuss Competing for the Future of Hospitality at NewmarketPLUS 2007 User Conference; Newmarket International's customers will share how technology enables them to better compete in today's hospitality marketplace / February 2007
Prestigious Grecotel S.A. Selects Newmarket’s Delphi™ Multi-Property Edition and Delphi Diagrams; Delphi solution will empower luxury hotel chain in Greece to maximise sales and group business / February 2007
Newmarket International to Host 4th Annual User Conference; NewmarketPLUS 2007 will feature insight from Newmarket executives, industry analysts and leading hospitality companies / February 2007
Newmarket International Realizes Rapid Growth in Dubai; Region's leading hotels choose Newmarket's sales and catering solutions for competitive edge / February 2007
Newmarket International Appoints Patrik Wennerland to Sales Director EMEA; Hospitality Industry Veteran Brings Years of Experience and Expertise to Expand Newmarket's International Reach / January 2007
Classic Ethan Allen Hotel Taps Delphi Sales and Catering to Book More Business / December 2006
InterContinental and Crowne Plaza Hotels at Dubai Festival City to Launch with Delphi; Global hospitality firm prepares for dramatic growth in events business / December 2006
Four BDL Properties Move to Delphi Multi-Property Edition; British firm expects to boost revenue for its marquee IHG franchises / November 2006
Newmarket International Wins ACE Awards for Customer Support and Project Management; Customer Excellence awards certify Newmarket's outstanding achievement in client satisfaction / November 2006
Legendary 82,000-Seat British Stadium Installs Delphi Suite; Twickenham Experience Deploys Delphi Sales & Banqueting Suite / November 2006
MeetingBroker Recognized in 2006 EIBTM World Wide Technology Watch / November 2007
Starwood Atlanta Cluster Converts 312% More Business With Cross-Property Lead Sharing Solution; Achieves 42% Revenue Gain, 18-Month ROI on Technology Investment / June 2004
Dolce International Rides Trend of Increased Group Business Leads From Internet Channels; Global Leader in Conference Destinations Shares Leads via Network Technology, Web Connectivity; Group Leads Increase 10%, Definite Bookings Up 5% Over Last Year / May 2004
Meeting Planners Expand Internet Use in 2004, Web-Channel Group Business Increases 428% in 2003 / April 2004

To search Hotel Online data base of News and Trends Go to Hotel.Online Search

Home | Welcome! | Hospitality News | Classifieds | Catalogs & Pricing | Viewpoint Forum | Ideas/Trends
Please contact Hotel.Online with your comments and suggestions.