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Thursday, March 7, 2013

Insights From Women Inspire Launch of New Amenities and Services for Hyatt Hotels & Resorts



  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, each of the enhancements is based on insights from female travellers 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 .  The insights we have gathered through empathetic listening provide the backbone to this approach that drives meaningful conversations with our guests” said Carina Chorengel, vice president, brands, Asia Pacific 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 travellers face.”

Listening to Our Female TravellersHyatt 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 travellers, 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 travellers, 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.

“The way in which we now listen to our guests allows for a much greater level of understanding satisfaction, and produces highly tailored, meaningful insights. It’s a wonderful culture to be part of,” said Robert Hamer, general manager, Hyatt Regency Sha Tin, one of the first hotels to test this new experience.  , “Such insights not only drive change to amenities and features, but also to the way our associates  interact with guests, to truly learn to speak their language and offer a tailored service.”

Hyatt’s research indicated women want: 
  • An easy way to obtain items forgotten at home without breaking stride. All business travellers 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 travellers. 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 razor 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.
  • Assurances that guest rooms are deep-cleaned and an ongoing dialogue with the hotel to provide feedback.  Guests will now find communications 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
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.