CHICAGO, Feb. 19, 2013 -- Guest request
communication cards, a service providing frequently forgotten
items and
new healthy, balanced menu offerings are a sampling of new
features
available at Hyatt hotels and resorts around the world as a result of
Hyatt's
effort to listen more to guests and provide an experience tailored to
their
individual preferences.
Globally rolled out today, each of the
enhancements is based
on insights from female travelers collected as part of the most
extensive guest
listening exercise in Hyatt's history. The launch of these new
amenities and
services marks the first milestone in Hyatt's evolution of hospitality,
which includes
changing the conversation with hotel guests, unleashing a spirit of
innovation
and perfecting new concepts through rigorous research and in-hotel
testing.
"These changes represent a first step in
re-thinking
how we do business – they show we are ready as a company to break free
from the
'one size fits all' playbook and have a real conversation with our
guests to
better understand what they want," said Sara Kearney , senior vice
president, brands, for Hyatt Hotels & Resorts. "We are excited to
introduce new amenities and services today that guests told us they
wanted, and
we are even more excited to see how our new approach will continually
allow us
to offer solutions to the issues today's travelers face."
Listening to Our Female Travelers
Hyatt began its efforts to evolve the guest
experience with
an intensive 18-month effort that included more than 40 facilitated
group
discussions around the world. Because women are such a critical segment
of
travelers, Hyatt focused its efforts on creating solutions to the
issues that
many women face on the road. While each feature was driven by insights
from
female travelers, Hyatt believes all guests can benefit from these new
enhancements.
Hyatt's approach to listening goes well
beyond typical
market research by incorporating tactics aimed at understanding the
deeper
emotional needs of guests, creating ideas that target those needs and
quickly
prototyping and testing the ideas. Each feature launched today was
perfected in
real-world Hyatt hotels designated to incubate innovative ideas before
global
rollout.
Hyatt's research indicated women want:
- Assurances that their
guest rooms have been cleaned and an open ongoing dialogue with the
hotel to provide feedback. Guests will now find communication
cards that allow housekeepers to provide personal confirmation of a
thoroughly cleaned room and open the door to two-way communication,
encouraging guests to share additional needs during their stay.
- An easy way to obtain
items forgotten at home without breaking stride. All business
travelers forget things. Women, however, are often much more reluctant
than men to seek assistance when they do, which can make something
simple such as leaving a cell phone charger at home much more
disruptive for female travelers. Hyatt is introducing Hyatt Has It, a
service for all guests that will offer essentials such as a phone
charger, curling iron, steamer, yoga mat, makeup remover wipes and
razors to keep, borrow or buy.
- To maintain their health
and well-being on the road. All guests will find new menu
offerings that include fresh juices and smoothies, balanced portions
and "create your own" options, all of which are grounded in Hyatt's
industry-leading food and beverage philosophy, Food. Thoughtfully
Sourced. Carefully Served.
- Bath products that are of
high quality. Hyatt hotels will now offer all guests upgraded,
high-quality bath amenities from KenetMD Skin Care, Le Labo , June
Jacobs and Aromapothecary across its portfolio of brands.
"I have read guest surveys for many years,
but our new
way of listening to guests and digging deeper leads to more meaningful
findings," said Dave Jacobs , general manager, Hyatt Regency O'Hare,
one
of the hotels selected to conduct real-time testing of the new
enhancements.
"Hyatt has set itself apart by designating several operating hotels as
'hospitality labs' so that we can get ideas right before global launch.
We're
even working with staff to interact with guests differently, asking new
questions to truly understand guests' needs."
For more information on new amenities and
services at Hyatt
hotels, and to learn more about Hyatt's new guest listening approach,
visit www.hyatt.com/experience.
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® and Hyatt House TM brand names and have locations on six continents. Hyatt Residential Group, Inc., a Hyatt Hotels Corporation subsidiary, develops, operates, markets or licenses Hyatt ResidencesTM and Hyatt Residence ClubTM. As of December 31, 2012, the Company's worldwide portfolio consisted of 500 properties in 46 countries. For more information, please visit www.hyatt.com.