| CHICAGO - March 9, 1999--Meeting planning at Hyatt hotels
just became easier than ever with the introduction of the Meeting Concierge
Program. Now every Hyatt hotel and resort nationwide will have a meeting
concierge solely dedicated to responding to the needs of meeting planners
and attendees.
Meeting Concierge is one of five components Hyatt is introducing as
part of its new Customer  Care
Initiative. The Customer Care Initiative, designed to improve meeting planning
services and increase customer satisfaction, was developed based on feedback
from a recent survey of 1,000 customers.
Like a hotel concierge, the meeting concierge is a problem-solving expert,
but is also specifically trained to anticipate unexpected situations that
occur at meetings. Additionally, the meeting concierge welcomes site visits
and participates in meeting room inspections, guest relations and service
recovery. Interaction between the meeting concierge and planner is consistent
from the moment the attendee arrives at the hotel until they depart.
"Meeting planners have high expectations when they hold meetings at
a Hyatt hotel or resort. Our customers have come to expect their needs
will be met immediately," said Dean Petersen, assistant vice president
of catering and convention services, Hyatt Hotels corporation. "Having
a meeting concierge staff available and at-the-ready is another way of
ensuring this happens," he added.
In addition to Meeting Concierge, Hyatt's new Customer Care Initiative
will include the following elements:
| Planner Survey - a telephone survey,
no longer than five minutes, is being conducted by J.D. Power and Associates
to gather feedback exclusively from meeting and convention planners. The
results are an effective scorecard of how effectively Hyatt is serving
its meeting customers and results will be used to help prioritize areas
of improvement.
Staff Recognition - programs designed
to reward Hyatt staff members for exceptional service when they go the
extra mile for a meeting attendee or planner. This will be customer driven,
as attendees will be able to identify individual employees that made a
difference during their meeting.
Best Practice - this will establish
a system of passing along successful customer service practices to other
Hyatt hotels. Hotels will receive new Best Practices on a regular basis.
Group Billing/Credit - this will
seek to further streamline and simplify the billing process, as well as
establish a user friendly credit approval process. |
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